EP1027800A1

EP1027800A1 - Directory assistance method and system

Info

Publication number: EP1027800A1
Application number: EP98950798A
Authority: EP
Inventors: Peter J. Foster
Original assignee: Voice Control Systems Inc
Current assignee: Nuance Communications Inc
Priority date: 1997-10-01
Filing date: 1998-10-01
Publication date: 2000-08-16
Also published as: WO1999017520B1; AU9675398A; JP2001518756A; WO1999017520A1; EP1027800A4

Abstract

A method for directory assistance in a geographic region in which local calls are serviced using multiple area codes (16, 18) begins in response to a directory assistance inquiry (10) by a caller. The inquiry is processed (12) by locating a destination number having an associated area code. An audible response is then communicated to the caller in the form of the destination number followed by the area code (20).

Description

DIRECTORY ASSISTANCE METHOD AND SYSTEM

BACKGROUND OF THE INVENTION Technical Field

The present invention relates generally to telephone systems and, more

particularly, to an improved method and system for directory assistance. Description of the Related Art

Directory assistance is one of the most commonly-used telephone services. A

conventional directory assistance transaction involves a calling party accessing the service (e.g., through a 411 or 1-411 call), after which a human or automated operator

prompts the caller for a destination name, searches a database, and then provides the

requested number. Typically, the requested number is provided electronically through an introductory "The number is ..." phrase. Many telephone companies now offer the caller

an opportunity to "speed-dial" the requested number for an additional service charge. As metropolitan areas have grown in size, there has been a corresponding

increase in the density of local telephone connections. As a result of the increase and the

recent implementation of the new North American Numbering Plan (NANP), additional

area codes are now being regularly added in major metropolitan areas. In such areas,

even "local" calls now require ten (10) digits, namely, the area code, followed by the called number.

Most often, a caller seeking directory assistance is aware of the location (and

thus the area code) of a destination. Nevertheless, directory assistance in those metropolitan areas that include multiple area codes still use the standard "The number is

..." reply to a directory inquiry, except now the reply is extended to include ~ at the beginning of the reply message — the additional (and often well-known) area code.

Prepending the area code information requires the user to wait to hear the digits (i.e. the actual destination number) he or she really needs, while additional, unnecessary digits are

communicated. Directory-assistance is now more time-consuming and frustrating for the

user, and more costly for the service provider to manage.

The present invention addresses this problem.

SUMMARY OF THE INVENTION

It is a primary object of the present invention to provide an improved directory

assistance service. It is another primary object of the invention to provide a telephone directory

assistance service in geographic areas serviced by more than one area code.

It is still another important object of this invention to reduce the time necessary

to complete a directory assistance call.

Still another object of this invention is to enhance the flexibility of a directory

assistance service by providing information to users in a more efficient manner.

These and other objects of the invention are described in a directory assistance

service method and system wherein a response to a directory service inquiry includes an

area code appended to a called number as opposed to prepended. Thus, for example,

according to the invention, a directory assistance reply would be of the form "The

number is xxx-yyyy in area code zzz" as opposed to the conventional approach of "The

number is zzz-xxx-yyyy." Appending the area code to the destination number in this

manner allows the calling party to terminate the service call at the moment he or she obtains the information required. The caller is not required to listen to several additional digits that are already known. As a result, the average length of a directory assistance

call is less, thereby freeing up operators to handle other calls.

The foregoing has outlined some of the more pertinent objects and features of

the present invention. These objects should be construed to be merely illustrative of some of the more prominent features and applications of the invention. Many other

beneficial results can be attained by applying the disclosed invention in a different

manner or modifying the invention as will be described. Accordingly, other objects and

a fuller understanding of the invention may be had by referring to the following Detailed Description of the Preferred Embodiment.

BRIEF DESCRIPTION OF THE DRAWINGS

For a more complete understanding of the present invention and the advantages

thereof, reference should be made to the following Detailed Description taken in connection with the accompanying drawings in which:

Figure 1 is a flowchart illustrating the preferred method of the present invention for providing directory assistance.

DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENT

The present invention is implemented in a conventional directory assistance

service. Familiarity with such a service is presumed. According to the invention, in response to a directory assistance inquiry by a caller, the service locates a required

destination number in the usual manner. The destination number will have an associated

area code. In metropolitan areas in which local calls are now serviced with multiple area

codes (i.e., ten (10) digits), the response to the directory assistance inquiry comprises the destination number followed by the area code. Thus, if the directory assistance inquiry identifies the requested number as "386-0300" within area code "972," the inventive method offers a reply to the calling party in a format such as identified below:

"The number is 3-8-6-0-3-0-0 in area code 9-7-2"

"3-8-6-0-3-0-0 in area code 9-7-2 may be reached by ..."

"The number you requested is 3-8-6-0-3-0-0, area code 9-7-2"

Of course, the above examples are merely representative and should not be taken to limit

the manner in which the information is conveyed provided the area code information is

appended as opposed to prepended to the actual destination number.

In the preferred embodiment, appending the area code may be dependent on the source of the initial call. A flowchart illustrating this preferred approach is shown in

Figure 1. The method for directory assistance is implemented within a geographic area in which local telephone calls are associated with at least first and second area codes.

Thus, using Dallas, Texas as a representative example, the first area code is "214" and

the second area code is "972". Local telephone calls between these area codes now

require ten (10). The method begins at step 10 to determine whether a directory

assistance inquiry has been made by a caller. If not, the routine cycles. If a directory

assistance inquiry has been received, the method continues at step 12 to process the inquiry. This involves locating a destination number of the called party, and this

destination number will have an associated area code due to the use of multiple area

codes to service local calls. At step 16, a test is made to determine whether the directory assistance inquiry originated from a telephone in the first area code, in this case

214. If the outcome of the test at step 16 is positive, the routine continues at step 18 to determine whether the area code associated with the destination number is the second area code, in this case 972. If the outcome of the test at step 18 is positive, the method

continues at step 20 to communicate to the caller a response to the directory assistance

inquiry comprising the destination number followed by the second area code. Thus, if

the inquiry originated from 214-938-5500 and requested a called party associated with

972-386-0300, step 20 would communicate the following: "The number is 3-8-6-0-3-0-0

in area code 9-7-2" or the like. If, however, the output of the test at step 18 was

negative, indicating that the directory assistance inquiry originated from a telephone in

the same area code as that of the destination number, the method branches to step 22 to communicate to the caller a response comprising the destination number sans area code.

Also, if the outcome of the test at step 16 is negative, the inquiry originated from a telephone in the second area code. This causes the method to branch to step 22, as previously described.

Thus, in accordance with the preferred embodiment, the area code information is

appended to the destination number to facilitate prompt service. Once the inquiring

party hears the destination number digits, he or she can terminate the call either by going

on-hook or by entering the keypad instruction for speed-dial of the number, if such a

service is available. In either case, the caller need not "wait" for the digits which are

already known.

The inventive concept of re-organizing the output of the requested digits is not

necessarily limited to directory assistance applications. The technique may be used in any application wherein at least some of the information to be communicated to an

inquiring party is already known while some portion is unknown. It should be appreciated by those skilled in the art that the specific embodiments

disclosed above may be readily utilized as a basis for modifying or designing other

techniques for carrying out the same purposes of the present invention. It should also be realized by those skilled πrthe art that such equivalent constructions do not depart from

the spirit and scope of the invention as set forth in the appended claims.

Claims

CLAIMSWhat is claimed is:

1. A method for directory assistance, comprising the steps of:

in response to a directory assistance inquiry by a caller, locating a destination number having an associated area code; and

communicating to the caller a response to the directory assistance inquiry comprising the destination number followed by the area code.

2. The method for directory assistance as described in Claim 1 further including the steps of:

initiating the response with an introductory message.

3. A method for directory assistance within a geographic area in which local

telephone calls are associated with at least first and second area codes, comprising the

unordered steps of: in response to a directory assistance inquiry by a caller, locating a destination

number having an associated area code;

determining whether the directory assistance inquiry originated from a telephone

in the first area code; if the directory assistance inquiry originated from a telephone in the first area code, determining whether the area code associated with the destination number is the

second area code; if the area code associated with the destination number is the second area code,

communicating to the caller a response to the directory assistance inquiry comprising the destination number followed by the second area code; and

if the area code associated with the destination number is not the second area

code, communicating to the caller a response to the directory assistance inquiry

comprising the destination number without an area code.

4. The method for directory assistance as described in Claim 2 further

including the step of: initiating the response with an introductory message.