Secure valet telephone system

Abstract

A secure valet telephone system is provided having a computer accessible by a live operator, a private encrypted database containing a plurality of contact numbers for one or more parties, with the contact numbers accessible by the computer, a telephone number through which a caller may contact the live operator and be connected by the live operator to a preferred contact number of a party chosen by the computer based upon data in said database, wherein the preferred contact number is hidden from the live operator. This system facilitates more efficient calling by connecting the calling party with the call location at which the contact party is most likely to be reached. The actual number dialed is concealed from the operator in the interests of privacy and security.

Description

FIELD OF THE INVENTION

The invention relates to the field of telephone communications and, more particularly, to a secure valet telephone system.

BACKGROUND OF THE INVENTION

Today telephone networks have become increasing complex. In the not so distant past, contacting an individual normally meant calling a phone number for the individual's home or business. All of the residents of a household typically shared one telephone number, and often all individuals at a place of business shared one or a few telephone numbers. Today, this is rarely the case. Nearly every individual now has a plurality of numbers through which they can be contacted. For example, an individual may have at least one home number, a cell number, a pager number, an office direct dial number, an office main number, etc. As a result of today's changing world, it has become necessary to maintain a much more extensive catalog of phone numbers than was previously needed.

Additionally, because of the numerous contact numbers at which a particular individual might be reached, making productive call connections can be difficult. In order to reach a particular individual, several potential contact numbers might need to be called before the correct contact number (i.e., the number at which the individual can be reached at that particular moment) is found.

In order to help maintain extensive catalogs of contact numbers, electronic devices have been developed to store many phone numbers for a given person. For example, most cellular phones now have an address book capability that allows storage of numerous contact numbers. However, those devices require a substantial investment of time to enter all of the data into them, and an amount of technical savvy and manual dexterity to retrieve the information. Often, entering and retrieving information can be difficult. For example, it can be difficult to page through an electronic phonebook while one is driving. Some individuals have additional difficulties in accessing information stored in this manner (e.g., visually impaired individuals). Additionally, such a device containing a substantial amount of private contact information may be lost or stolen, resulting in the loss of all the sensitive personal information stored within the device.

Directory assistance has long been available to individuals seeking assistance in obtaining telephone numbers. However, current directory assistance techniques have several shortcomings. First, they do not aid in increasing call productivity as they do not distinguish between an individual's various numbers and normally do not include cellular numbers. Moreover, current directory assistance techniques contain a security concern because the operator has access to telephone numbers of the individuals on the system. In today's security conscious environment, this may be undesirable to many people.

SUMMARY

A secure valet telephone system is provided for enabling system subscribers to achieve improved call connection efficiency. The system comprises a live operator who can access upon request contact information for contact parties contained within a private encrypted database. The operator accesses the database via a computer. The computer uses the information stored within the database to determine a preferred contact number for the desired contact party. This facilitates more efficient calling by connecting the calling party with the call location at which the contact party is most likely to be reached. The actual number dialed is concealed from the operator in the interests of privacy and security.

The system may further include a method to update the database after each call to include information about the call attempt or call completion. Additionally, the system may further include a method to quickly and easily put a subscriber in touch with the operator such as via an autodialer, a one button connection, or a voice activated connection.

BRIEF DESCRIPTION OF THE DRAWINGS

For the purpose of illustrating the invention, there is shown in the drawings a form which is presently preferred; it being understood, that this invention is not limited to the precise arrangements and instrumentalities shown.

FIG. 1 is a diagram of an exemplary system in accordance with one embodiment of the present invention.

FIG. 2 is a flow chart illustrating the steps involved in an outbound call by a subscriber using a system in accordance with one embodiment of the present invention.

FIG. 3 is an exemplary record for a subscriber contained within a private encrypted database in accordance with one embodiment of the present invention.

FIG. 4 is a flow chart illustrating the steps involved in an inbound call to a subscriber using a system in accordance with one embodiment of the present invention.

DETAILED DESCRIPTION

The figures show an exemplary embodiment of a secure valet telephone system in accordance with the present invention.

FIG. 1 shows an example of a telephone network 100 that incorporates a system in accordance with one embodiment of the present invention. A standard telephone network comprises numerous telephones, both wireless and wire lines, interconnected to each other via a network of wire lines and wireless communication channels managed by numerous telephone companies. The exemplary network 100 shown in FIG. 1 comprises wire line telephones (101, 102) and wireless telephones (103, 104) that communicate with the network via transmission towers (105,106). In the illustrated embodiment, the network 100 is in communication with a secure valet system 110. This communication may be achieved using various standard telephone network connections, for example, trunked telephone lines, although alternative connections including wireless connections could also be employed.

The system 110 employs a live operator 112, who is in communication with transmissions to and from the network 100 via standard telephone switching equipment 116. The system also contains a computer 118 capable of accessing a database 114. The term “computer” is used herein to describe a processing unit, such as a Central Processing Unit (CPU) with a graphical user interface (GUI). However, any number of alternatives may also be employed, such as a server residing on a distributed network. Using computer 118, the live operator can access selected information stored within the private encrypted database 114. In the illustrated embodiment, the database 114 is a private encrypted database that contains phone number information that is secure and may only be accessed by authorized personnel. The private encrypted database 114 contains contact information on various parties as provided by subscribers to the system, as further discussed below.

There are two types of callers who may access the system, “subscribers” and “users.” The term “subscribers” is used herein to refer to individuals who are part of the community of people belonging to the system 110 in accordance with an embodiment of the present invention. The term “users” is used herein to refer to individuals who may access the system 110 as part of a communication with a subscriber, but are not subscribers of the system (for example, a “user” may be directed to the system when calling a “subscriber”). Subscribers provide contact information on various parties, which is stored in the database 114. A party about whom information is stored comprises the target of the call. A party may or may not also be a subscriber to the system.

FIGS. 2 and 3 illustrate calling methods in accordance with the illustrated embodiment of the invention. The process by which a subscriber places an outbound call is discussed with reference to FIG. 2. When a subscriber desires to place an outbound call (step 201), he or she accesses the system via a telephone. In one embodiment, access is facilitated by using an auto-dialer or auto-router installed in the wireline phone in the subscriber's home or place of business. When the subscriber initiates a call by lifting the handset, the appropriate connection to an operator is made automatically. Alternatively, the subscriber may access the system via a wireless phone. In one embodiment, access via a wireless phone is achieved by pressing a soft-programmable key on the phone. This “one-touch” access removes the need for the subscriber to memorize or store a number to dial in order to access the system, and also removes the need to enter a plurality of keystrokes into the phone. This one-touch access can also allow subscribers who may have difficulty operating a conventional phone (e.g., small children, visually impaired individuals, etc.) to gain access to the secure valet system quickly and easily.

Once access is initiated by a subscriber, the subscriber is placed in contact with a live operator (step 203). By using a live operator, the secure valet system avoids requesting a series of prompts or entries from the subscriber, which may be difficult for some individuals to enter into the phone, as discussed above. Additionally, by providing a live operator instead of a series of prompts the system assures a rapid response in an emergency. After accessing the system, the subscriber places a request with the operator to contact a party. The operator is then provided with the requested party's contact information as contained in the private encrypted database (step 205). The private encrypted database comprises a compilation of data provided by each subscriber. The data includes the various contact locations and associated numbers for parties that are included in the subscriber's database. Such information has been previously provided by the subscriber for individuals that he or she specified, such as individuals that the subscriber calls most frequently.

A preferred contact location is retrieved from the private encrypted database (step 207), as further described below, and provided to the operator in order to allow the operator to complete the call (step 209). In a preferred embodiment, the actual phone numbers associated with a contact location are never seen by the operator. This alleviates the main concerns with live operator systems, which are compromising privacy and security. In the prior art, live operator systems necessitated providing information to the operator. In today's security conscious environment, this is not desirable. In the secure valet system in accordance with the invention, the operator is given selections for completing the call, normally displayed on a GUI provided via the computer. The display lists only the order of contact options, without displaying any actual phone numbers. For example, when attempting to contact John Smith, the information retrieved from the private encrypted database might be displayed as “John Smith cell—#1 option,” “John Smith work—#2 option,” etc.

The operator can now complete the call by choosing a location to which to direct the subscriber's call, normally to the preferred contact location for the user (Step 211) unless otherwise instructed by the subscriber. This may be accomplished using conventional telephone switching equipment to route the call over the outbound trunked phone lines into an existing telephone network. After the call has been completed, the private encrypted database may be updated to include a record of the current call (step 213) as further described below.

In order to improve call efficiency, the operator is provided with a contact selection that is most likely to result in a successful call completion (i.e., most likely to allow the subscriber to reach the called party). The preferred contact number is selected by the system from the private encrypted database in accordance with a number of predetermined criteria. Additionally, the predetermined criteria can be edited/updated both periodically by a request from a subscriber and automatically in response to system use. For example, initially a subscriber provides a series of preferred contact locations for parties he or she desires to be included in his or her information within the database. Referring to FIG. 3, an exemplary record from the private encrypted database for a particular subscriber is illustrated. In the illustrated example, the subscriber is referred to as “Jane Doe” and the individual she is attempting to contact is referred to as “John Smith.” A record within the private encrypted database has previously been created from information provided by Jane Doe containing a schedule of preferred contact numbers for John Smith corresponding to various times during the week. For example, if Jane Doe is attempting to contact John Smith at 10:00 am on a Monday morning, the operator is given a first choice option corresponding to John Smith's work number, which has been previously stored in the private encrypted database. The system may also be programmed to provide a default backup number. For example, a second choice number may be John Smith's cell number for Monday at 10:00 am.

In accordance with one exemplary embodiment of the present invention, the system may also be programmed to override the scheduled numbers in certain situations to improve call efficiency. The information in the private encrypted database is dynamically updated to include a record of the history of calls from Jane Doe to John Smith. In the example shown in FIG. 3, a call was placed from Jane Doe to John Smith at 9:45 am on Monday, which in this example is 15 minutes prior to the Monday 10:00 a.m. attempt. The call was completed via John Smith's cell phone number. The system evaluates the prior call record to determine if any calls were placed within a predetermined time period. For example, the predetermined time period may be 30 minutes. The system evaluates the prior call record and determines that a call was completed 15 minutes earlier, which is within the predetermined 30 minute period. Since it is logical to believe that contact with John Smith can be made at the same number used in the prior call, because only a short time has elapsed since the prior call, the prior contact number is provided to the operator as the primary contact choice, overriding the date/time schedule.

Each time a call is placed the private encrypted database is updated to reflect a history of such a call. This information can be used for the next call attempt (e.g., to determine the time elapsed since the last successful connection as discussed above) or to later determine the success/failure rate of contact attempts at particular numbers. This can be used to identify errors in the system (e.g., a wrong number programmed into the private encrypted database) or to identify times and locations that have a poor connection rate and may need adjustment (e.g., 9:00 am on Monday is programmed to use a party's work number, but the completion rate of calls between 9:00 am and 9:15 am at the work number is low and the completion rate during the same period is higher for the cell number; thus, this information indicates to the subscriber that updating the database to use the cell number during this time period would improve call completion efficiency).

Referring to FIG. 4, the process by which a subscriber receives an inbound call is illustrated. When a user (i.e., someone accessing the system for the purpose of contacting a subscriber), for example, John Smith, desires to contact a subscriber (step 401), for example, Jane Doe, he does so by placing a call via his telephone to one of Jane Doe's phone numbers (step 403). Using a call forwarding feature, the incoming call is routed to the system including a live operator and a computer (step 405). The computer receives the inbound call information and extracts the preferred contact location from the private encrypted database and displays the information to the operator (step 407). For example, the contact information may be displayed to the operator via a GUI interface. The operator can then complete the call by selecting a connection from the prioritized choices provided (step 409).

Similar to the process involved with outbound calls, the primary designated location to reach a subscriber for an inbound call at a particular day/time may be checked against the dynamically updated record of recent call activity to determine if a higher call completion rate may be achieved at an alternate number. For example, as previously described, if Jane Doe was contacted by a caller within a previously predetermined time period (e.g., 15 minutes), the operator is provided with the contact information of the number at which the previous call reached Jane Doe as the primary choice, overriding any day/time number designation.

Once the call has been completed, the private encrypted database is updated to reflect the instant call (step 411). The instant call information is now available to be used in evaluating subsequent requests to contact the subscriber.

The system in accordance with an exemplary embodiment of the present invention provides several advantageous features. Subscribers communicate with a live operator, which is the preferred method of communication for many individuals. A live operator provides a level of service and customer satisfaction above that which can be achieved from an automated system. Additionally, call efficiency (i.e., the success rate at which call completions are achieved) is improved using the preferred contact locations provided by the system as described herein. Finally, the ability of the system in accordance with an exemplary embodiment of the present invention to dynamically update the database containing the information regarding the preferred contact location further improves the call efficiency rate.

A variety of modifications to the embodiments described will be apparent to those skilled in the art from the disclosure provided herein. Thus, the present invention may be embodied in other specific forms without departing from the spirit or essential attributes thereof and, accordingly, reference should be made to the appended claims, rather than to the foregoing specification, as indicating the scope of the invention.

Claims

1. A secure valet telephone system comprising: a computer accessible by a live operator; a private encrypted database containing a plurality of contact numbers for one or more parties, said contact numbers being accessible by said computer; a telephone number through which a caller may contact said live operator and be connected by said live operator to a preferred contact number of a party chosen by said computer based upon data in said database, wherein said preferred contact number is hidden from said live operator.

2. The system as set forth in claim 1, wherein said private encrypted database is updated to include a record of said call from said caller to said party via said operator.

3. The system as set forth in claim 1, wherein said preferred contact number comprises a number at which a previous connection was made if said previous connection occurred within a predetermined time period.

4. A secure valet telephone system comprising: a computer accessible by a live operator; a private encrypted database containing a plurality of contact numbers for subscribers to said system and being accessible by the computer; a telephone number through which a user may contact said live operator and be connected by said live operator to a preferred contact number of a selected subscriber to said system chosen by said computer based upon data in said database, wherein said preferred contact number is hidden from said live operator.

5. The system as set forth in claim 4, wherein said user contacts said operator by placing a call to a phone number associated with said subscriber and wherein said call is forwarded via a call forwarding feature to said operator.

6. The system as set forth in claim 4, wherein said private encrypted database is updated to include a record of said call from said user to said subscriber via said operator.

7. The system as set forth in claim 4, wherein said preferred contact number comprises a number at which a previous connection was made if said previous connection occurred within a predetermined time period.

8. A secure valet telephone system comprising: a private encrypted database containing one or more contact numbers for a party; a telephone access number through which a subscriber can obtain access to the system; means accessible by a live operator to connect the subscriber to the live operator and operable by the live operator to connect the subscriber to a preferred contact number for said party based upon data contained in said database, wherein said preferred contact number is hidden from said live operator.

9. The system as set forth in claim 8, wherein said subscriber contacts said operator via an autodialer feature.

10. The system as set forth in claim 8, wherein said subscriber contacts said operator via a phone having one-touch feature for connecting to said operator.

11. The system as set forth in claim 8, wherein said subscriber contacts said operator via a voice activated command.

12. The system as set forth in claim 8, wherein said private encrypted database is updated to include a record of said call from said subscriber to said party via said operator.

13. The system as set forth in claim 8, wherein said preferred contact number comprises a number at which a previous connection was made if said previous connection occurred within a predetermined time period.

14. A method for connecting a caller with of a secure valet telephone system to a user comprising the steps of: placing a call to said system by said caller; connecting said caller to said system, said system comprising a computer accessible by a live operator; searching a private encrypted database accessible by said computer in response to a request by said caller to contact a party; retrieving from said database a preferred contact location for said party; and connecting said caller to said party at said preferred contact location.

15. The method as set forth in claim 14, wherein said preferred contact location is determined in accordance with the time of the call.

16. The method as set forth in claim 14, wherein said preferred contact location comprises a location at which a previous connection was made if said previous connection occurred within a predetermined time period.

17. The method as set forth in claim 14, wherein a phone number associated with said preferred contact location is hidden from said operator.

18. A method as set forth in claim 14, wherein said placing step further comprises the step of: placing a call to a phone number associated with a subscriber to the system; and forwarding said call to said system via a call forwarding feature.

19. A secure valet telephone system for connecting a caller to a party comprising: means for connecting a caller to a computer system accessible by a live operator; means for determining a preferred contact location for said party; and means for directing a call from said caller to said party at said preferred contact location.

20. The method as set forth in claim 19, further comprising means for hiding a phone number associated with said preferred contact location from said operator.