US9270821B2 - Methods and apparatus to provide contact management with directory assistance - Google Patents

Abstract

Methods and an apparatus for providing contact management with directory assistance. An example method includes obtaining, via a processor, a billing record generated to track usage of a directory assistance service by a caller, the billing record comprising a first data object conveyed to the caller in association with the usage of the directory assistance service; querying, via the processor, a first directory with the first data object of the billing record to obtain listing information associated with the first data object; and conveying a contact record including the obtained listing information to a device associated with the caller.

Description

RELATED APPLICATION

This patent arises from a continuation of U.S. patent application Ser. No. 11/553,781, filed Oct. 27, 2006, now U.S. Pat. No. 8,483,381, which is hereby incorporated herein by reference in its entirety.

TECHNICAL FIELD

This disclosure relates generally to contact management and, more particularly, to methods and apparatus for providing contact management with directory assistance.

BACKGROUND

When using communications systems, individual users are generally interconnected via user devices that are associated with a unique identifier to enable communication among multiple nodes within the communication systems. For example, in a telecommunication system, the identifier is commonly referred to as a “telephone number,” which is dialed or inputted with an originating user device to reach a user device (e.g., a telephone) at a particular network termination point associated with the identifier. Given the enormous number of user devices and users within communications systems, each user may desire to retain these identifiers in an accessible medium, such as an electronic address book. Electronic address books may be networked to allow accessibility from a plurality of user devices or transferred to store in local memory of a user device. Electronic address books are commonly formatted in a data structure relating one or more records with varying information, such as addresses, names, etc.

Directory assistance services are commonly used in communication systems to provide listing information to communication systems users. Generally, directory assistance services use a directory or a database containing names, addresses, and telephone numbers for respective users. For example, in the North American public switched telephone network, a user desiring particular listing information dials a directory assistance access code, for example “411,” and connects with a directory assistance service. The user generally provides listing information such as a name (e.g., business name, surname, etc.) and/or locality information (e.g., zip codes, state names, cities, etc.) associated with a desired listing record. If the directory assistance service matches the listing information to a particular listing record, a human operator or a recorded message file communicates additional listing information (e.g., a telephone number) associated with the particular listing record to the user. However, to use the requested telephone number in the future, the user must memorize the listing information, manually record the listing information, or call back to the directory assistance service.

After the directory assistance service communicates the additional listing information to the user, the directory assistance service creates a billing feed to charge a particular user for the service. This billing feed may include a phone number or any other unique account identifier for the user and the phone number provided for the matched listing. Generally, this billing feed is sent to a customer records information system (“CRIS”), which bills and records the directory service usage.

BRIEF DESCRIPTION OF THE DRAWINGS

FIG. 1 is a schematic illustration of an example communication system.

FIG. 2 is a schematic illustration of an operator position ofFIG. 1.

FIG. 3 is a schematic illustration of an example directory assistance (“DA”) management system ofFIG. 1.

FIG. 4 illustrates an example directory data structure, which may be stored in the directory server(s) ofFIG. 1.

FIG. 5 illustrates a contact directory data structure, which may be stored in the contact directory ofFIG. 1.

FIG. 6 is an example sequence diagram of the example communication system ofFIG. 1.

FIG. 7 is a flow chart representation of example process that may be executed to implement the operator position ofFIG. 1.

FIG. 8 is a flow chart representation of example process that may be executed to implement the DA management system ofFIG. 1.

FIG. 9 is a schematic illustration of an example processing system that may be used to execute the example processes ofFIGS. 7 and 8 and/or to implement the example operator position and DA management system ofFIG. 1.

DETAILED DESCRIPTION

Anexample communication system100 to provide directory assistance with contact management for users of theexample system100 is illustrated inFIG. 1. Theexample system100 ofFIG. 1 is useful to provide directory assistance with contact management among diverse user devices (e.g., analog phones, digital phones, voice-over-Internet-Protocol (“VoIP”) phones, cellular phones, personal computers, personal digital assistants (“PDAs”), MP3 players, set-top-boxes (“STBs”), etc.). Additionally, theexample system100 ofFIG. 1 is useful to provide contact management among many users, each of whom may be associated with one or more user device(s).

Theexample communication system100 is configured to provide contact management by storing listing information associated with the use of a directory assistance (“DA”) service to a network device (e.g., a database server, a file server, etc.) that can be accessed or transferred among a plurality of user devices. For example, a directory service provider may include an automated system or human operator that responds to a user who places a telephone call. The user may then request a telephone number by providing particular listing information (e.g., city name, state name, business name, surname, etc.) associated with the telephone number. The example automated system or human operator then queries one or more directories or databases to match the provided listing information with a telephone number. When a match is determined, the example automated system or human operator provides the requested telephone number with any other listing information to the user.

As described below, the listing information provided to the user (e.g., a telephone number) and other associated listing information (e.g., mailing address, city name, state, etc.) can be stored as a contact record and associated with the user in a network device (e.g., a database server, a file server, a network address book, etc.). In one example embodiment, theexample communication system100 determines additional listing information with an example reverse lookup function using one or more data objects (e.g., a telephone number) from a billing record generated from the usage of the directory assistance service. In an additional example embodiment, theexample communication system100 is configured to transfer this stored information from the network device to one or more user devices associated with a particular user on an aperiodic basis (e.g., based on event-based procedure(s), etc.) or a periodic basis (e.g., based on scheduled procedure(s), etc.).

Turning toFIG. 1, theexample communication system100FIG. 1 is shown as a simplified block diagram with components of hardwired and/orwireless communications networks102 and103.FIG. 1 also shows the interaction betweenuser devices112,114,116, and118 associated with aparticular user110, anoperator position130, adirectory132, a directory assistance (“DA”)management system134, and acontact directory136. Theexample communication system100 is illustratively shown with thenetwork102 configured as an example public switched telephone network, which communicatively couple theuser110 with theoperator position130 throughuser devices112 and114,switches104 and109, andcommunication links140,142, and144. As is well known to those of ordinary skill in the art, theexample network102 may be configured as any network that enables voice and/or data communication among user(s) and a directory assistance service, such as wireless mobile telephone networks, VoIP networks, etc.

Theexample communication system100 is also shown with thenetwork103, which may be implemented as one or more networks (e.g., local-area networks (“LANs”), wide-area networks (“WANs”), metropolitan-area networks, the Internet, digital subscriber line (“DSL”) networks, cable networks, power line networks, wireless communication networks, wireless mobile telephone networks, wireless fidelity (“Wi-Fi”) networks, and/or satellite networks). Thenetwork103 is shown withdata links158,156,154, and152, which communicatively couple thecontact directory136,SSP104, anduser devices116 and118. The data links152-158 may employ applications, protocols, networks, and/or hardware to communicatively couple each of the user devices112-118 including, for example, hardwired or wireless communication schemes. For example, theuser device116 may be implemented with a personal computer or set-top-box that communicatively couples with thecontact directory136 anddata link154 via the Internet to exchange data using a common markup language, such as HyperText Markup Language (“HTML”), Extensible Markup Language (“XML”), etc. Additionally or alternatively, theuser device118 may be implemented with a mobile phone that communicatively couples with thecontact directory136 anddata link154 via a Wireless Application Protocol and a Wireless Markup Language.

As shown, each of thecommunication links140 and142 is coupled with a terminatinguser device112 and114, which may include PDAs, cellular telephones, personal computers, television set-top-boxes, and telephone (e.g., an analog telephone, a digital telephone, a VoIP telephone), or any other user device that enables voice and/or data communication over the public switchedtelephone network102. Similarly, theadditional network103 is shown coupled with terminatingdevices116 and118, which may include PDAs, cellular telephones, personal computers, television set-top-boxes, and telephone (e.g., an analog telephone, a digital telephone, a VoIP telephone), routers, switches, or any other device that enables voice and/or data communication over thenetwork103.

In theexample communication system100, each of the example user devices112-118 has one or more unique device identifiers to distinguish the respective example user devices112-118 from one another as well as from other user devices, thereby enabling communication between multiple nodes on the network. A device identifier may generally identify a network termination point that connects to one or more user devices (e.g., a telephone number may connect a number of telephones). The device identifier associated with a user device may be a unique alpha-numeric or numeric identifier (e.g., a telephone number, a byte address, an Internet Protocol (“IP”) Address, a Mobile Identification Number, etc.). For example, each of theuser devices112 and114 coupled with thePSTN102 may be assigned a ten digit number that is associated with aspecific telephone line140 and142 shown inFIG. 1. To identify one or more user devices (e.g., the user devices112-118) with a particular user (e.g., the user110), the device identifiers may be associated with a single record in a data structure. As described below, the record may then be uniquely distinguished and associated with a particular user by a user identifier, such as a user name, a user number, and/or any other unique identifier. Also described below, one or more user devices and device identifiers may be associated with multiple users and, thus, multiple records in a data structure, such as a telephone service and telephone number may be shared with multiple users.

The PSTN102 incorporates the advanced intelligent network (“AIN”). Some of the components of the advanced intelligent network are shown inFIG. 1 to illustrate at least a part of the advanced intelligent network (“AIN”)102 of a typical local exchange carrier. The advanced intelligent network (“AIN”) uses the signaling system 7 (“SS7”) network for signal or system control message transport. The components thereof are well known to those skilled in the art. Generally, a plurality of central offices is provided in a typical public switchedtelephone network102. As shown inFIG. 1, a central office may include anelectronic switch104 known to those skilled in the art as a service switching point (“SSP”). The number of SSP switches depends on the number of users to be served by the public switched telephone network. An SSP is the AIN component of a typical electronic central office switch used by a local exchange carrier. The terms “SSP” and “switch” are generally used interchangeably and are understood to refer to a telecommunications switch having AIN capability and which may be utilized for connecting communication links ortrunk circuits146.

Much of the intelligence, and the basis for many of the enhanced features of thePSTN102, resides in the local service control point (“SCP”)108 that is coupled to signal transfer point (“STP”)106 and theSSP104 viaSS7 data links148 and149. Among the functions performed by the service control points is maintenance of network databases used in providing enhanced services. Service control points, such asSCP108, normally implement high volume routing services, such as call forwarding, number translating, and routing. In most local exchange carrier networks, service control points are only used for database look up and routing services that take place prior to the logical completion of the call (i.e., the provision of a ringing signal to the called user and ring back to the calling user).

Directory assistance is a well-known service in public switchedtelephone network102, and is generally identified in North America with a telephone number, such as “411” or “555-1212.” Directory assistance as discussed herein may also be configured on the networks, as discussed above in connection withnetwork103 ofFIG. 1 in theexample communication system100 ofFIG. 1.

To provide directory assistance services, thePSTN102 ofFIG. 1 includes aswitch109 that is coupled with anoperator position130 through thedata link144. Theswitch109 is shown as an example Traffic Operator Position System (“TOPS”) switch to provide call routing and switching along with directory assistance services. In thePSTN102, theuser110 may dial a particular telephone number on theuser device112, which is routed via theSSP104 and theTOPS switch109 to communicatively couple theuser110 with hardware, software, and/or firmware used by a human operator at theoperator position130. Similarly, theuser110 may be routed to a voice activated system (not shown) configured with hardware, software, and/or firmware to provide directory assistance via text-to-speech (“TTS”) or speech recognition systems. Anexample operator position130 is discussed in detail below in connection withFIG. 2.

Theexample communication system100 also includes directory server(s)132 that can be queried to obtain listing information via thedata links160 and162, which communicatively couple the directory server(s)132 with theoperator position130 and theDA management system162. Thedata links160 and162 may employ applications, protocols, networks, and/or hardware including, for example, hardwired or wireless Ethernet communication scheme, which is well known and, thus, is not described in greater detail herein. The directory server(s)132 include one or more data structures including listing information such as telephone numbers, first and last names, business names, business descriptions, email addresses, mailing addresses, etc. The directory server(s)132 may be implemented using, for example, a look-up table, a relational database, or any other suitable structure for storing data. Similarly, the directory server(s)132 may comprise removable media disk drives, hard disk drives, network drives, and/or any other suitable storage devices. As discussed above, a human operator or voice activated system at theoperator position130 performs a query on the directory server(s)132, which may include matching particular listing information such as names (e.g., person and/or business names) and localities (e.g., cities, states, zip codes, etc.).

Also illustratively shown in theexample communication system100 is a directoryassistance management system134 that provides contact management for users of DA services (e.g., the example user110), administers billing for the usage of DA services, and/or supports any other service to monitor and manage the usage of DA services within thePSTN102 ofFIG. 1. As discussed in detail below in connection withFIG. 3, the directoryassistance management system134 may include servers such as, for example, application servers, database servers, file servers, etc. Additionally, the directoryassistance management system132 may contain a variety of databases such as, for example, mainframe databases, client-server databases, and/or any other electronic store of data supported on any memory device (e.g., removable media disk drives, hard disk drives, network drives). TheDA management system134 is shown coupled with theTOPS switch109, the directory server(s)132, and thecontact directory136 via thedata links162,164, and166. The data links162166 may employ applications, protocols, networks, and/or hardware including, for example, hardwired or wireless Ethernet communication scheme, which is well known and, thus, is not described in greater detail herein.

Theexample communication system100 also includes acontact directory136, which is discussed in detail below in connection withFIG. 5. As discussed below, thecontact directory136 is configured such that theuser110 and theDA management system134 can obtain existing contact information from and/or provide new contact information to thecontact directory136. Thecontact directory136 includes one or more data structures including contact records for a particular user, which may contain information such as telephone numbers, first and last names, business names, business descriptions, email addresses, mailing addresses, and/or navigational coordinates. Additionally, thecontact directory136 may contain other individually customizable fields that can be configured to store electronic information relating to a particular person and/or business. Thecontact directory136 may be implemented using, for example, a look-up table, a relational database, or any other suitable structure for storing data. Similarly, thecontact directory136 may comprise removable media disk drives, hard disk drives, network drives, and/or any other suitable storage devices. As previously discussed, thecontact directory136 is coupled with thenetwork103 and theDA management system134 via thedata links158 and166.

FIG. 2 depicts anexample operator position130 ofFIG. 1 that is configured to provide DA services in theexample communication system100 ofFIG. 1. More particularly, theexample operator position130 ofFIG. 2 includes anetwork interface device202 that may include hardware and/or software such as, for example, a data link layer of a wired Ethernet or any other suitable physical connection to communicatively couple thedata links144 and160; acalling line identifier200 to determine a particular device identifier associated with theuser devices112 and114 and/or thecommunication links140 and142 ofFIG. 1 (e.g., a telephone number for theuser devices112 and communication link140 ofFIG. 1); aDA processor206 to generate a directory assistance service record that contains one or more data objects to register a DA service transaction (e.g., a telephone number of a user to be billed and a telephone number of a matched listing); and one or more input/output device(s)204 to enable a human operator interaction with theoperator position130 ofFIG. 2 (e.g., a keyboard, a mouse, a graphical monitor, a microphone, a speaker or headset, etc.). Also, theoperator position130 ofFIG. 2 includes asystem interface208 that may employ common applications and/or hardware to communicatively couple thecaller identifier200,network interface202, I/O devices204, andDA processor206. The operation of theexample operator position130 ofFIG. 2 is discussed below in connection withFIG. 6.

FIG. 3 depicts an exampleDA management system132 ofFIG. 1 configured to provide contact management for users of DA services (e.g., the example user110), administer billing for the usage of DA services, and/or support any other service to monitor and manage the usage of DA services within thePSTN102 ofFIG. 1. TheDA management system132 ofFIG. 2 includes a directory assistance service record (“DASR”)parser300 that obtains a directory assistance service record from theTOPS switch106 ofFIG. 1 and replicates the data objects from the directory service record for processing in theDA management system132 ofFIG. 2; a customer records information system (“CRIS”)302 to administer the billing for DA service usage and any other billing services associated with thePSTN102 ofFIG. 1; and acontact directory processor304 provide one or more interface(s) to read data from thedirectory132 ofFIG. 1 and to read and write data to thecontact directory166 ofFIG. 1. The operation of theDA management system132 ofFIG. 2 is discussed below in connection withFIG. 6.

FIG. 4 depicts an exampledirectory data structure400 that associates listing information in the example directory server(s)132 ofFIG. 1. The exampledirectory data structure400 includes listing information fields402-414, which contain listing information to define the respective listing records420-424. In particular, thefirst name field402 contains “JOHN,” thelast name field404 contains “DOE,” themailing address field406 contains “123 FIRST ST”, thecity field408 contains “FRANKLIN,” thestate field410 contains “TX,” thezip code field412 contains “77856,” and thetelephone number field414 contains “979-555-1000” to define thelisting record420. Additionally or alternatively, the listing information associated with a listing record in the exampledirectory data structure400 may include email addresses, business names, business descriptions, navigational coordinates, etc. (not shown). Also, persons of ordinary skill in the art will understand that such textual descriptions can alternatively or additionally be implemented by codes and/or other designations.

FIG. 5 depicts an example contactdirectory data structure500 that interrelates listing information to one or more contact records associated with a particular user of theexample communication system100 ofFIG. 1 (e.g.,example user110 ofFIG. 1), which may be located in theexample contact directory136 ofFIG. 1. The example contactdirectory data structure500 may be implemented as a network electronic address book, which can communicatively couple with one or more clients (e.g., the user devices112-118) to transfer or synchronize one or more contact records. The example contactdirectory data structure500 contains a user table502 to store data objects that define a particular user including auser name field510 to uniquely identify the user, anaccount identifier field512 to associate any number of accounts or device identifiers with the user, and apassword field513 to allow unique access to thecontact directory136. Also, the example contactdirectory data structure500 includes a contact table511 to store data objects in the respective fields514-528, which associates listing information into a contact record that relates with a particular user defined in the user table502.

For example, the user table502 contains anexample record504 associated with theexample user110 ofFIG. 1 that includes “USER110” in theuser name field510, “555-555-1000” (e.g., the phone number associated with the phone112) in theaccount identifier field512, and “USER110PASSWORD” in thepassword field513. The contact table510 is shown with anexample contact record506 associated with theexample user110 ofFIG. 1 that includes “USER110A” in thecontact identifier field514, “JEAN” in thefirst name field516, “DOE” in thelast name field518, “123 FOURTH ST” in themailing address field520, “MADISON” in thecity field522, “FL” in thestate field524, “32340” in thezip code field526, and “850-555-1000” in thetelephone number field528. Persons of ordinary skill in the art will understand that such textual descriptions can also be implemented by codes and/or other designations. The contact table511 is also shown with anunpopulated contact record508, which is discussed in detail below. Additionally or alternatively, the listing information associated with a contact record in the example contactdirectory data structure500 may include multiple telephone numbers, email addresses, business names, business descriptions, navigational coordinates, or other individually customizable fields (not shown). As explained below, a user (e.g.,user110 ofFIG. 1) associated with a particular contact record (e.g., thecontact records506 and508 ofFIG. 5) can write additional information to the example contactdirectory data structure500, which may not be available as listing information (e.g., private contact information).

FIG. 6 depicts an example sequence diagram illustrating the functionality of thecommunication system100 ofFIG. 1 providing directory assistance with contact management. The example system process ofFIG. 6 begins with theuser110 ofFIG. 1 dialing a particular number with theuser device112 ofFIG. 1 to theSSP104 ofFIG. 1 (e.g., theuser110 ofFIG. 1 dials “411” intotelephone112 ofFIG. 1) (step602). TheSSP104 ofFIG. 1 then routes the communication of theuser device112 ofFIG. 1 to theTOPS switch109 ofFIG. 1 (step604), which communicatively couples theuser110 ofFIG. 1 with theexample operator position130 ofFIG. 1 (step606). Once theexample operator position130 ofFIG. 1 is communicatively coupled with theuser110 ofFIG. 1, the callingline identifier200 ofFIG. 2 identifies the device identifier associated with theuser device112 ofFIG. 1 or other such unique identifiers associated with theuser110 ofFIG. 1. Theexample user110 ofFIG. 1 communicates to a human operator at theoperator position130 ofFIG. 1 particular listing information, such as locality information (e.g., a city name, a state name, a zip code, etc.) and/or other such listing information (e.g., a business name, a surname, a first and last name, etc.). For example, theuser110 ofFIG. 1 may communicate to the operator a last name of “DOE’” and a zip code of “04441.” The operator may then enter the provided listing information to one or more string objects (i.e., one or more particular sequences of symbols, digits, and/or other characters) using one or more of the I/O device(s)204 ofFIG. 2 (e.g., a mouse, a keyboard, a microphone, etc.) into theDA processor206 ofFIG. 2. TheDA processor206 ofFIG. 2 may provide respective fields for each string to relate to a particular listing field in the directory server(s)132 ofFIG. 1 (e.g., a one-to-one correlation with thefirst name field402, the last name field, themailing address field406, thecity field408, thestate field410, thezip code field412, and thetelephone number field414 ofFIG. 4).

Thus, theDA processor206 ofFIG. 2 queries the directory server(s)132 ofFIG. 1 to determine respective matches with the entered string objects via, for example, an application programming interface (“API”) that enables queries and/or data exchanges between theDA processor206 ofFIG. 2 and the directory server(s)132 ofFIG. 1 (step608). The query of thedirectory server132 ofFIG. 1 may be implemented as a lookup function, which is generally associated with directories to enable a query of a known a name and/or locality of a person or business to whom a telephone number is registered, which then retrieves the telephone number. The directory server(s)132 ofFIG. 1 analyzes, for example, the listing records420-424 and, in this instance, the respective last name fields404 andzip code fields412 to determine matching listing information. In this example, a match for thelisting record424 is determined from the matching last name of “DOE” and zip code of “04441” in therespective fields404 and412. Thus, the directory server(s)132 ofFIG. 1 returns some or all of the listing information from fields402-414 associated with listing record424 (e.g., first name of “JACK”, mailing address of “123 THIRD ST”, city name of “GREENVILLE”, state name of “ME”, and/or telephone number of “207-555-1000”) to theDA processor206 ofFIG. 2 (step610). Although this example provides an exact match of listing information, the directory server(s)132 ofFIG. 1 may provide sequential string matching algorithms as near matching (e.g., matching a number of characters or sequence of characters within a string) and index matching (e.g., ranking a subset of characters or sequence of characters within a string), or any such current or future string matching algorithms.

TheDA processor206 ofFIG. 2 then sends the returned listing information to one or more of the I/O devices204 to audibly, textually, or visually communicate the listing information for the human operator and/or the user (step612). For example, the human operator may communicate the matched listing information (e.g., the telephone number of “207-555-1000”) to theuser110 ofFIG. 1 and/or offer to directly connect theuser110 ofFIG. 1. The operator may also perform several additional queries with new or modified listing information communicated from the user. When the example communication between theuser110 ofFIG. 1 and theoperator position130 ofFIG. 2 completes, theDA processor206 ofFIG. 2 creates a directory assistance service record to register the usage of the DA service by theexample user110 ofFIG. 1. In particular, theDA processor206 ofFIG. 2 generates a directory assistance service record to register, for example, the telephone number of “555-555-1000” associated with theuser device112 ofFIG. 1 and the telephone number of “207-555-1000” from the matchinglisting record424 ofFIG. 4. Persons of ordinary skill in the art will readily understand that the directory assistance service record may include textual or other data objects to register the use of directory assistance. Also, the directory assistance service records may include any syntactical language capable of describing and structuring data objects such as, for example, extensible markup language (“XML”), HyperText Markup Language (“HTML”), character delimited string, etc.

TheDA processor206 ofFIG. 2 sends the directory assistance service record from theexample operator position130 ofFIG. 1 via theTOPS switch106 ofFIG. 1 to the exampleDA management system134 ofFIG. 1 and, more particularly, theDASR parser300 ofFIG. 3 (step614). TheDASR parser300 ofFIG. 3 then duplicates the information from the directory assistance service record to simultaneously execute multiple tasks. For example, theDASR parser300 ofFIG. 3 passes one or more data objects from the directory assistance service record to theCRIS302 ofFIG. 3 to update a particular user account in a financial accounting system (e.g., debit the accrued expense account associated withuser110 ofFIG. 1 to reflect the usage of directory assistance) (step616). TheDASR parser300 ofFIG. 3 also passes one or more data objects from the directory assistance service record (e.g., the telephone number of “555-555-1000” associated with thetelephone112 ofFIG. 1) to thecontact directory processor304 ofFIG. 3 (step618).

Thecontact directory processor304 ofFIG. 3 then queries thecontact directory136 ofFIG. 1 to determine ifuser110 ofFIG. 1 has an associated user record in thecontact directory136 ofFIG. 1 (step620). For example, thecontact directory processor304 ofFIG. 3 sends the string of “555-555-1000” to thecontact directory136 ofFIG. 1, which analyzes the user records and, in particular, theaccount identifier field512 to determine a match for a record associated with theexample user110 ofFIG. 1. In this example, a match for theuser record504 is determined, which identifies one or more records associated withuser110 ofFIG. 1 (e.g., thecontact records506 and508 ofFIG. 5). Thecontact directory136 ofFIG. 1 then returns a logic value or other such signifier to thecontact directory processor304 ofFIG. 3 to identify an associated user record, for example, the username “USER110” or the contact identifier “USER110B” for theuser110 ofFIG. 1 (step622). Alternatively, the contact directory may return a Boolean value such as, for example, a false signifier (e.g., “0”) for no determined match or a true signifier (e.g., “1”) for a determined match.

Although this example provides an exact match of theaccount identifier field512, thecontact directory136 ofFIG. 1 may provide sequential string matching algorithms as near matching (e.g., matching a number of characters or sequence of characters within a string) and index matching (e.g., ranking a subset of characters or sequence of characters within a string), or any such current or future string matching algorithms. Also, thecontact directory processor304 ofFIG. 3 may query thecontact directory136 ofFIG. 1 with any syntactical language capable of describing and structuring data objects from a directory assistance service record such as, for example, extensible markup language (“XML”), HyperText Markup Language (“HTML”), or any other such markup language or character delimited string.

Thecontact directory processor304 ofFIG. 3 also uses one or more data objects from the directory assistance service record (e.g., the telephone number of “207-555-1000” associated with the matchinglisting record424 ofFIG. 4) to query the directory server(s)132 ofFIG. 1 (step624). The query of thecontact directory processor304 ofFIG. 3 may be implemented as a reverse lookup function, which is generally associated with directories to enable a query with a known telephone number, which then retrieves a name and/or address of a person or business to whom the telephone number is registered. The directory server(s)132 ofFIG. 1 analyze, for example, the listing records420-424 and, in this instance, thetelephone number field414 ofFIG. 4 to determine matching listing information. In this example, a match for thelisting record424 is determined from the string of “207-555-1000” in thetelephone number field414. Thus, the directory server(s)132 ofFIG. 1 returns some or all of the listing information from fields402-414 associated with listing record424 (e.g., first name of “JACK”, last name of “DOE”, mailing address of “123 THIRD ST”, city name of “GREENVILLE”, state name of “ME”, zip code of “04441” and/or telephone number of “207-555-1000”) to thecontact directory processor304 ofFIG. 3 (step626). As the telephone number originated from the directory server(s)132 ofFIG. 1 and, more particularly, thedirectory data structure400 ofFIG. 4, thecontact directory processor304 ofFIG. 3 is provided a relative certainty for determining matching listing information using the example reverse look-up function described above.

With the additional listing information returned from the query and the identification ofuser record504 ofFIG. 5 in thecontact directory136 ofFIG. 1, thecontact directory process304 ofFIG. 3 stores the returned listing information ascontact record508 in thecontact directory136 ofFIG. 1 (step628). In particular, thecontact directory processor304 ofFIG. 3 stores the returned listing information associated withlisting record424 ofFIG. 4 (e.g., “JACK” from thefirst name field402, “DOE” from thelast name field404, “123 THIRD ST” from themailing address field406, “GREENVILLE” from thecity field408, “ME” from thestate field410, “04441” from thezip code field412, “207-555-1000” from thetelephone number field414 ofFIG. 4) to the respective fields516-528 incontact record508 ofFIG. 5. Thus, listing information provided from directory service usage and additional listing information associated with the listing record is stored as a contact record and associated with theexample user110 ofFIG. 1 in thecontact directory136 ofFIG. 1. Thecontact directory processor304 may also be configured to identify a contact record as a contact stemming from a DA service request, for example, the contact table510 ofFIG. 5 may only store contacts records associated with DA service requests and/or an additional field in contact table510 may be populated with “DA contact” (not shown).

As previously stated, theexample communication system100 ofFIG. 1 may be configured to transfer the content of thecontact directory136 ofFIG. 1 to an associated user device prior to and/or after a user request. For example, theuser device112 ofFIG. 1 may be a VoIP telephone, which may on an aperiodic basis (e.g., based on event-based procedure(s), etc.), a periodic basis (e.g., based on scheduled procedure(s), etc.), or real-time basis to obtain or receive updated contacts from thecontact directory136 ofFIG. 1. Similarly, thecontact directory136 ofFIG. 1 may be implemented with API(s) to enable users to communicatively couple and interact with thecontact directory136 ofFIG. 1. Example of such interfaces may include providing graphic user interfaces via a browser or other such common programs to enable user interaction on user devices, such as, for example, VoIP phones, cellular phones, personal computers, personal digital assistants, MP3 players, set-top-boxes, or any other device which may audibly or visually communicate data objects to a user.

Such an interface may provide a user (e.g.,users110 ofFIG. 1) to access designated contact directory data structures within theexample contact directory136 ofFIG. 1 through one or more user devices (e.g., the user devices112-116). The interface may use, for example, a web-based or HTML user interface to accept input and provide output by generating web pages that are transported via the Internet and viewed by the user using a web browser program, a telephone user interface to accept input (e.g., a tone-dialed response) and provide output by generating telephone voice that is transported via a telephone network and heard by the user using a telephone, or any other hardware, software, or firmware that enables the user devices112-118 ofFIG. 1 to enable inputs that allow a user to control thecontact directory136 ofFIG. 1 and outputs that allow thecontact directory136 ofFIG. 1 to produce the effects of the control. To this end, the interface also may include one or more example authentication mechanisms and/or protocols to authenticate a particular user seeking to access theexample contact directory136 ofFIG. 1. Example mechanism(s) and/or protocol(s) that can be employed may include requiring entry of a unique identifier (e.g., the user name “USER110” of theuser name field510 ofFIG. 5) and password (e.g., the password “USER110PASSWORD” of thepassword field513 ofFIG. 5) associated with a particular data structure (e.g., thecontact data structure500 ofFIG. 5), and/or using a user device (e.g., theuser device112 ofFIG. 1) having a device identifier uniquely associated with a field in data structure (e.g., theaccount identifier field512 ofFIG. 5). After authenticating a user, the interface enables the authenticated user to provide, delete, and/or change one or more fields and/or records in thecontact directory136 ofFIG. 1 via the example user devices112-118 or other user devices, as discussed above in theexample communications system100 ofFIG. 1.

Flow diagrams representative of example processes configured to implement theexample operator position130 ofFIG. 1 and theDA management system134 ofFIG. 1 are shown inFIGS. 7 and 8. In these examples, the processes may be implemented as machine readable instructions in the form of one or more example programs for execution by a processor, such as the processor805 shown in theexample processor system900 ofFIG. 9. The processes may be embodied in software stored on a tangible medium such as a CD-ROM, a floppy disk, a hard drive, a digital versatile disk (“DVD”), or a memory associated with theprocessor905, but persons of ordinary skill in the art will readily appreciate that the entire processes and/or parts thereof could alternatively be executed by a device other than theprocessor905 and/or embodied in firmware or dedicated hardware in a well known manner. For example, any or all of theexample operator position130 ofFIG. 1, theDA management system134 ofFIG. 1, the directory server(s)132 ofFIG. 1, and thecontact directory136 ofFIG. 1 could be implemented by firmware, hardware, and/or software. More particularly, the callingline identifier200,network interface202, I/O devices204, andDA processor206 of theexample operator position130 ofFIG. 2 along with theDASR parser300,CRIS302, andcontact directory processor304 of the exampleDA management system134 ofFIG. 3 may be implemented by firmware, hardware, and/or software. Further, although the example processes are described with reference to the flow diagrams illustrated inFIGS. 7-8, persons of ordinary skill in the art will readily appreciate that many other methods of implementing the example processes may alternatively be used. For example, the order of execution of the blocks may be changed, and/or some of the blocks described may be changed, eliminated, or combined. Similarly, the execution of the example processes and each block in the example processes can be performed iteratively.

Theexample process700 ofFIG. 7 provides an example execution sequence that may be performed by theexample operator position130 ofFIG. 1 to provide DA service for a user (e.g., theexample user110 ofFIG. 1) and record the use of the DA service by the user. Theexample process800 ofFIG. 8 provides an example execution sequence that may be performed by the exampleDA management system134 ofFIG. 1 to provide contact management for a user of DA services (e.g., the example user110), administer billing for the usage of DA services, and/or any other electronic services to monitor the usage of DA services.

Theexample process700 ofFIG. 7 begins atblock702 where theexample operator position130 ofFIG. 1 communicatively couples a user, who may dial a particular telephone number (e.g., “411,” “555-1212,” etc.) with an operator, which provides theexample operator position130 ofFIG. 1 with the device identifier associated with the user device. After the user and the operator are communicatively coupled (block702), theexample operator position130 ofFIG. 1 receives particular listing information (e.g., city name(s), state name(s), zip code(s), business name(s), surname(s), first and last name(s), etc.) from the user. Theoperator position130 ofFIG. 1 then queries the directory server(s)132 ofFIG. 1 with the user-provided listing information, which may employ any such sequential string matching algorithms such as near matching (e.g., matching a number of characters or sequence of characters within a string), index matching (e.g., ranking a subset of characters or sequence of characters within a string), or any such current or future string matching algorithms.

Theoperator position130 ofFIG. 1 then receives the results of the query from the directory server(s)132 ofFIG. 1 (block706) and provides the listing information to the user (block706). If theoperator position130 ofFIG. 1 receives a communication that the provided listing information is incorrect (e.g., a negative verbal response from a user, a particular tone-dialed response from a user device, etc.), theoperator position130 ofFIG. 1 provides the user an option for an additional directory query (block710). If theoperator position130 ofFIG. 1 receives a communication to indicate an additional directory query (e.g., an affirmative verbal response from a user, a particular tone-dialed response from a user device, etc.), theoperator position130 ofFIG. 1 repeats blocks702-708 to perform an additional query with new or additional listing information received from the user.

If theoperator position130 ofFIG. 1 receives a communication that the provided listing information is correct (e.g., an affirmative verbal response, a particular tone-dialed response from a user device, etc.), theoperator position130 ofFIG. 1 generates a directory assistance service record to register the usage of the DA service by the user (block712), which is sent to theDA management system134 ofFIG. 1. The directory assistance service record may include one or more data objects such as, for example, a telephone number for the user to be billed and a telephone number of the provided listing information. After a directory assistance service record is generated and sent (block712) or theoperator position130 ofFIG. 1 receives a request from the user for no additional directory queries (e.g., an affirmative verbal response from a user, a particular tone-dialed response from a user device, etc.) (block710), theprocess700 ends and/or returns control to a higher-level process.

Theexample process800 ofFIG. 8 begins atblock802 where theDA management system134 ofFIG. 1 obtains a directory assistance service record, which may be generated from theexample operator position130 ofFIG. 1. After obtaining the directory assistance service record (block802), theDA management system134 ofFIG. 1 duplicates one or more data objects from the directory assistance service record to any additional processes for parallel processing. For example, theDA management system134 ofFIG. 1 may duplicate the directory assistance service record to a billing process. After duplicating one or more data objects from the directory assistance service record to create any parallel processes (block804), theDA management system134 ofFIG. 1 performs a query on thecontact directory136 ofFIG. 1 to determine if one or more users specified by the data objects from the directory assistance service record has a record in thecontact directory136 ofFIG. 1 (block806). For example, theDA management system134 ofFIG. 1 may query thecontact directory136 ofFIG. 1 for a record containing a particular telephone number or other such unique user identifier associated with a user from the directory assistance service record. TheDA management system134 ofFIG. 1 may also query thecontact directory136 ofFIG. 1 and identify a plurality of records associated with a particular telephone number or other such unique identifier from the data object(s) of the directory assistance service record.

If theDA management system134 ofFIG. 1 does not identify a record associated with the user from the directory assistance service record inblock808, theDA management system134 ofFIG. 1 ends theprocess800 and/or returns control to a higher-level process. Alternatively, if theDA management system134 ofFIG. 1 identifies a record associated with the user from the directory assistance service record inblock808, theDA management system134 ofFIG. 1 performs a query of the directory server(s)132 ofFIG. 1 with one or more data objects from the directory assistance service record (block810). For example, theDA management system134 ofFIG. 1 may query the directory server(s)132 ofFIG. 1 with a telephone number from the directory assistance service record.

TheDA management system134 ofFIG. 1 then obtains some or all of the listing information associated with the listing record returned from the directory server(s)132 ofFIG. 1 (block812). For example, theDA management system134 ofFIG. 1 may obtain first names, last names, mailing addresses, city names, state names, zip codes, multiple telephone numbers, email addresses, business names, business descriptions, navigational coordinates, or any other listing information that can be stored in the directory server(s)132 ofFIG. 1. After the listing information is obtained inblock812, theDA management system134 stores the listing information as one or more contact records in thecontact directory136 ofFIG. 1 (block814). For example, theDA management system134 may store the listing information to a contact record that is associated with the user of directory assistance. TheDA management system134 may also store the listing information to a plurality of contact records, each of which is associated with a different user record in thecontact directory136 ofFIG. 1 (e.g., multiple user records associated with a common data object, such as multiple users associated with a telephone number). TheDA management system134 also may store the new contact record in a particular table specified for DA service contacts or populate a particular field to differentiate the new contact record as contact associated with DA service usage.

FIG. 9 is a schematic diagram of anexample processor platform900 that may be used and/or programmed to implement any or all of theexample operator position130 ofFIG. 1, theDA management system134 ofFIG. 1, the directory server(s)132 ofFIG. 1, and thecontact directory136 ofFIG. 1. More particularly, any or all of thecalling line identifier200,network interface202, I/O devices204, andDA processor206 of theexample operator position130 ofFIG. 2 along with theDASR parser300,CRIS302, andcontact directory processor304 of the exampleDA management system134 ofFIG. 3 may be implemented by theexample processor platform900. For example, theprocessor platform900 can be implemented by one or more general purpose single-thread and/or multi-threaded processors, cores, microcontrollers, etc. Theprocessor platform900 may also be implemented by one or more computing devices that contain any of a variety of concurrently-executing single-thread and/or multi-threaded processors, cores, microcontrollers, etc.

Theprocessor platform900 of the example ofFIG. 9 includes at least one general purposeprogrammable processor905. Theprocessor905 executes codedinstructions910 present in main memory of the processor905 (e.g., within a random-access memory (“RAM”)915). The codedinstructions910 may be used to implement the instructions represented by the example processes ofFIGS. 7 and 8. Theprocessor905 may be any type of processing unit, such as a processor core, processor and/or microcontroller. Theprocessor905 is in communication with the main memory (including a read-only memory (“ROM”)920 and the RAM915) via abus925. TheRAM915 may be implemented by dynamic RAM (“DRAM”), Synchronous DRAM (“SDRAM”), and/or any other type of RAM device, and ROM may be implemented by flash memory and/or any other desired type of memory device. Access to thememory915 and920 may be controlled by a memory controller (not shown).

Theprocessor platform900 also includes aninterface circuit930. Theinterface circuit930 may be implemented by any type of interface standard, such as an external memory interface, serial port, general purpose input/output, etc. One ormore input devices935 and one ormore output devices940 are connected to theinterface circuit930.

At least some of the above described example methods and/or apparatus are implemented by one or more software and/or firmware programs running on a computer processor. However, dedicated hardware implementations including, but not limited to, application specific integrated circuits, programmable logic arrays and other hardware devices can likewise be constructed to implement some or all of the example methods and/or apparatus described herein, either in whole or in part. Furthermore, alternative software implementations including, but not limited to, distributed processing or component/object distributed processing, parallel processing, or virtual machine processing can also be constructed to implement the example methods and/or apparatus described herein.

It should also be noted that the example software and/or firmware implementations described herein are optionally stored on a tangible storage medium, such as: a magnetic medium (e.g., a magnetic disk or tape); a magneto-optical or optical medium such as an optical disk; or a solid state medium such as a memory card or other package that houses one or more read-only (non-volatile) memories, random access memories, or other re-writable (volatile) memories; or a signal containing computer instructions. A digital file attached to e-mail or other information archive or set of archives is considered a distribution medium equivalent to a tangible storage medium. Accordingly, the example software and/or firmware described herein can be stored on a tangible storage medium or distribution medium such as those described above or successor storage media.

To the extent the above specification describes example components and functions with reference to particular standards and protocols, it is understood that the scope of this patent is not limited to such standards and protocols. For instance, each of the standards for Internet and other packet switched network transmission (e.g., Transmission Control Protocol (“TCP”)/Internet Protocol (“IP”), User Datagram Protocol (“UDP”)/IP, HyperText Markup Language (“HTML”), HyperText Transfer Protocol (“HTTP”)) represent examples of the current state of the art. Such standards are periodically superseded by faster or more efficient equivalents having the same general functionality. Accordingly, replacement standards and protocols having the same functions are equivalents which are contemplated by this patent and are intended to be included within the scope of the accompanying claims.

This patent contemplate examples wherein a device is associated with one or more machine readable mediums containing instructions, or receives and executes instructions from a propagated signal so that, for example, when connected to a network environment, the device can send or receive voice, video or data, and communicate over the network using the instructions. Such a device can be implemented by any electronic device that provides voice, video and/or data communication, such as a telephone, a cordless telephone, a mobile telephone, a cellular telephone, a Personal Digital Assistant (“PDA”), a set-top box, a computer, and/or a server.

Additionally, although this patent discloses example systems including software or firmware executed on hardware, it should be noted that such systems are merely illustrative and should not be considered as limiting. For example, it is contemplated that any or all of these hardware and software components could be embodied exclusively in hardware, exclusively in software, exclusively in firmware or in some combination of hardware, firmware and/or software. Accordingly, while the above specification described example systems, methods and articles of manufacture, persons of ordinary skill in the art will readily appreciate that the examples are not the only way to implement such systems, methods and articles of manufacture. Therefore, although certain example methods, apparatus and articles of manufacture have been described herein, the scope of coverage of this patent is not limited thereto. On the contrary, this patent covers all methods, apparatus and articles of manufacture fairly falling within the scope of the appended claims either literally or under the doctrine of equivalents.

Claims (18)

What is claimed is:

1. A method comprising:

obtaining, via a directory assistance processor, a first data object from a billing record generated to track usage of a directory assistance service by a caller during a call to the directory assistance service, the first data object having been retrieved by the directory assistance service via a first query performed during the call, the first data object having been conveyed to the caller by the directory assistance service during the call;

performing, via the directory assistance processor and after completion of the call, a second query of a first directory using the first data object of the billing record to obtain listing information associated with the first data object, the first query and the second query being different queries; and

transferring, via the directory assistance processor, a contact record including the listing information obtained from the first directory to a device associated with the caller prior to a follow-up call, by the caller, to the directory assistance service for the contact record.

2. The method ofclaim 1, wherein the billing record further includes a second data object associated with the caller, and further including storing the listing information in a second directory in association with the second data object.

3. The method ofclaim 2, further including querying a second directory with the second data object to identify user records associated with the second data object.

4. The method ofclaim 1, wherein the performing of the second query of the first directory using the first data object includes querying the first directory with a telephone number provided to the caller during the usage of the directory assistance service.

5. The method ofclaim 1, wherein the device associated with the caller includes a cellular phone.

6. An apparatus, comprising:

a memory including machine readable instructions; and

a directory assistance processor to execute the instructions to perform operations including:

obtaining a first data object from a billing record which tracks usage of a directory assistance service by a caller during a call to the directory assistance service, the first data object having been retrieved by the directory assistance service via a first query performed during the call, the first data object having been conveyed to the caller by the directory assistance service during the call;

performing, after completion of the call, a second query of a first directory using the first data object of the billing record to obtain listing information associated with the first data object, the first query being a different query than the second query; and

transferring a contact record including the listing information obtained from the first directory to a device associated with the caller without receiving a follow-up call to the directory assistance service for the contact record from the caller.

7. The apparatus ofclaim 6, wherein the billing record further includes a second data object associated with the caller, and the operations further include storing the listing information in a second directory in association with the second data object.

8. The apparatus ofclaim 7, wherein the operations further include querying a second directory with the second data object to identify user records associated with the second data object.

9. The apparatus ofclaim 6, wherein the performing of the second query of the first directory using the first data object includes querying the first directory with a telephone number provided to the caller during the usage of the directory assistance service.

10. The apparatus ofclaim 6, wherein the device associated with the caller includes a voice over Internet Protocol telephone.

11. A tangible machine readable storage device including instructions that, when executed, cause a machine to perform operations comprising:

obtaining a first data object from a billing record generated to track usage of a directory assistance service by a caller during a call to the directory assistance service, the first data object having been retrieved by the directory assistance service via a first query performed during the call, the first data object having been conveyed to the caller by the directory assistance service during the call;

performing, after completion of the call, a second query of a first directory using the first data object of the billing record to obtain listing information associated with the first data object, the first query and the query being different queries; and

transferring a contact record including the listing information obtained from the first directory to a device associated with the caller without a follow-up call, by the caller, to the directory assistance service for the contact record.

12. The storage device ofclaim 11, wherein the billing record further includes a second data object associated with the caller, and the operations further include storing the listing information in a second directory in association with the second data object.

13. The storage device ofclaim 12, wherein the operations further include querying a second directory with the second data object to identify user records associated with the second data object.

14. The storage device ofclaim 11, wherein the performing of the second query of the first directory with the first data object includes querying the first directory with a telephone number provided to the caller during the usage of the directory assistance service.

15. The storage device ofclaim 11, wherein the device associated with the caller includes a cellular phone.

16. The method ofclaim 1, further including storing the contact record in a second directory associated with the caller, and providing access to the contact record stored in the second directory to the device via an electronic interface.

17. The apparatus ofclaim 6, wherein the operations further include storing the contact record in a second directory associated with the caller, and providing access to the contact record stored in the second directory to the device via an electronic interface.

18. The storage device ofclaim 11, wherein the operations further include storing the contact record in a second directory associated with the caller, and providing access to the contact record stored in the second directory to the device via an electronic interface.

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