MXPA00003960A - System and method for providing operator and customer services - Google Patents

Abstract

A system and method for providing operator and customer services for automated telecommunication services on an intelligent overlay network (104). Operator and customer services are provided by an intelligent network (102) comprising an automated call distributor (116), an application processor (118), a plurality of enhanced operator consoles (126), an advanced intelligent network gateway (120), and a validation gateway (122). The advanced intelligent network gateway (120) provides the intelligent network (102) with an interface to the intelligent overlay network (104). This allows components within the intelligent network (102) to communicate with components in the intelligent overlay network (104), and vice-versa. The validation gateway (122) provides the intelligent network (102) with an interface to credit card validation systems (114), and is used to apply charges to customer credit cards. The enhanced operator consoles (126) provide for efficient and seamless integration of operator and customer services to automated services running on the intelligent overlay network (104). Such enhanced operator consoles (126) are provided in the form of customized application programs that are executed by the enhanced operator consoles (126) based on the context of calls that are transferred from the intelligent overlay network (104).

Description

SYSTEM AND METHOD FOR PROVIDING OPERATOR AND CUSTOMER SERVICES BACKGROUND OF THE INVENTION Field of the Invention The present invention relates generally to communication systems, and in particular to a system and method for providing the client and the operator, service of automated telecommunications platforms.

Related Technology In the current environment, with greater competition and technological advances in the telecommunication industry, service providers are constantly offering new products and services (hereinafter referred to as "services") to its customers. In order to support the new services, a large variety of new and modified network components are continuously deployed in the telecommunications network. Many of these new services are provided through automated systems that require little or no human intervention. Usually, clients interact with this type of system by responding to digitalized voice prompts provided by audio response units (ARUs) and the like. Customers typically enter the data and select the options using the keys on their phone, which generate dual-tone multi-frequency (DTMF) signals. Alternatively, some automated systems are equipped with voice recognition systems, which allow the customer to enter the data and select the options by speaking through the headsets of their phones. An example of a service that is provided Usually, by an automated platform is the credit card telephone service. This type of service allows the customer to make long distance telephone calls using prepaid cards (also referred to as "debit cards"). Debit cards are, usually purchased by customers put a predetermined amount of dollars. Once purchased, customers dial the phone number printed on the card to access an automated debit card service platform in particular. This telephone number is referred to herein as the "access number". To the clients, then they are suggested to enter their account and personal identification numbers (PINs). This type of numbers is usually printed on the credit card product. After this type of number is verified by the system, long distance telephone calls are charged to the debit card account associated with the debit card. The credit card accounts are established and maintained by the service provider and are accessible through the debit card service platform associated with the telephone number printed on the card. The telecommunications platforms referred to below as "smart cover networks" consist of computer and telecommunication elements used to implement a variety of • automated telecommunication services. For example, an intelligent cover network used to implement a debit card service, usually consists of: (1) a database containing information about the debit card account, (2) a computer controller, ( 3) an audio response unit and a conventional telecommunications switch. As indicated, smart cover networks are usually designated to run automatically without the intervention of a human operator. However, it is usually desirable to provide callers with an option to connect with human operators and / or customer service personnel. For example, those who call and who are equipped with rotary telephones, usually require the assistance of an operator, because they can not interact with automated platforms that respond only to dual-tone multifrequency (DTMF) signals. In addition, customers who need additional operating instructions or spoken instructions in different languages, they usually need to be connected to customer service representatives. These are just a few examples that demonstrate why it is desirable to allow customers to connect with live operators, from this type of automated service platforms. However, as stated previously, many services that are implemented using smart cover networks are designed to operate without operator services. In addition, it has been proven difficult to provide conventional operator services in smart cover networks, due to the unique sources located in this type of smart cover networks. This type of unique sources is generally not accessible from a conventional operator service platform. Generally, the conventional operator and the customer service are provided through network platforms referred to below as "smart networks". Usually, when a service operator is desired, the calls are transferred to this type of intelligent networks. Once the call has been transferred, the operators can be used to assist callers and complete calls. However, because the operator consoles within the smart grids do not have access to unique sources within the smart cover networks, operators can not adequately assist callers. For example, conventional smart grids do not have access to data bases of debit accounts located within smart cover networks. Thus, in this way, even if a call is transferred from an intelligent cover network to an intelligent network, the operator can not complete the call due to the inaccessibility of the balance of the customer's debit account.

SUMMARY OF THE INVENTION According to the foregoing, the present invention is directed towards a system and method for providing operator and client support for automated telecommunication services in smart cover networks. An example of this type of automated service is the debit card service, described previously. The present invention works in combination with conventional intelligent networks that provide service operator. Conventional intelligent networks usually consist of one or more application processors (APs) and a plurality of manual attendant consoles (OCs). Additional components are added to conventional smart grids according to the present invention. Specifically, the present invention adds the following components to a conventional intelligent network: an advanced intelligent network gateway (AIN Gateway); a validation gate; and improved operator consoles. The advanced intelligent network gate is added to provide the intelligent network with an interface to the smart cover network. This allows the components of the intelligent network to access unique sources located within the smart grid cover. For example, an operator in an operator console within the intelligent network can access records within a database of the customer's account within the smart cover network, previously described. This allows the operator to assist the customer with debit card phone calls. The validation gateway is added to provide the intelligent network with an interface to the debit card validation system. This is used to apply charges to the customer's credit cards. This type of charges can be applied in real time. Thus, in this way, the client can be offered additional services. An example of additional services that can be offered to customers using this feature of the present invention is the charge service to a debit card account. As described below, this feature can be implemented for an automated service in a smart cover network, or from an operator console within an intelligent network, after a call has been transferred there. Improved operator consoles are added to the intelligent network to provide efficient and seamless integration of customer and operator services for automated services running in an intelligent cover network. Improved operator consoles are provided in the form of customized application programs. This type of programs is executed in the operator consoles within the intelligent network, after the calls have been transferred from the smart cover network. Customized application programs are contextually based on each telephone call that is transferred to the operator console. So, in this way, for example, if a caller has already entered an account number, a personal identification number and / or a call telephone number during the automated portion of the call, the operator in the console Improved operator will have the necessary information to complete the call, without having to ask the client to repeat said information. As mentioned above, the present invention provides the means to selectively transfer calls from automated services in intelligent cube-to-smart networks to operator and customer service services in smart networks. Usually, customers select this option by pressing a key on the telephone keypad in response to a voice prompt from the automated system. Additionally, in a preferred embodiment, callers with rotary telephones are automatically transferred to live operators under the expiration of a predetermined period of time. Once the call is transferred, the operator console automatically executes a customized application program that allows the operator to properly perform the steps that depend on the context of each call. The console operator is provided with additional information related to each call through the advanced intelligent network gateway. In addition, the advanced intelligent network gateway provides the console operator with the necessary means to access unique sources within the smart cover network. An example of this type of unique source is the database of the customer's debit account, associated with debit card calls. Thus, in this way, the advanced intelligent network gateway allows the operator within the intelligent network to charge the customer's debit account appropriately once the call is completed. In accordance with the above, the present invention provides the means to increase the automated services in smart cover networks with efficient and valuable operator services and customer services. Operator services and representative customer services are provided with sufficient information and resources to efficiently assist customers in all aspects of the call. This is, in addition to the additional support usually provided by the live operator, all the functions capable of being performed by the automated service in the smart cover network, can also be performed by means of live operators and service representatives. customers in the intelligent network.

BRIEF DESCRIPTION OF THE FIGURES The present invention will be described with reference to the accompanying figures, wherein: Figure 1 is a block diagram describing an example of a network architecture that can be used to implement a preferred embodiment of the present invention. Figures 2a and 2b consist of a flowchart illustrating the steps of the process that can occur when a caller dials the access number of the debit card to access an automated credit card service and then selects an option to be transferred to the operator or customer service, according to the preferred embodiment of the present invention. Figure 3 is a flow diagram illustrating a process that can be used in a preferred embodiment of the present invention when the caller dials directly to a customer service number. Figures 4a and 4b consist of a flow chart illustrating a process that can be used in the preferred embodiment of the present invention when a debit card account has expired during the process of a debit card call. Figure 5 is a flowchart illustrating a process that can be used to perform the steps necessary to complete an outgoing call from a console operator after the destination call number has been received from the caller, according to a preferred embodiment of the present invention. Figure 6 is a flow chart illustrating a process that can be used to perform the steps necessary to complete an outbound call from a console operator before the destination call number has been received from the caller, according to a preferred embodiment of the present invention. Figure 7 is a flow chart illustrating a process that can be used to perform the steps necessary to load a customer debit card from an attendant console, according to a preferred embodiment of the present invention.

Figure 8 is a block diagram illustrating the internal architecture of an advanced intelligent network gate according to a preferred embodiment of the present invention. Figure 9 is a block diagram illustrating the internal logic architecture of the validation gate according to a preferred embodiment of the present invention. Figure 10 is a flowchart illustrating a process that can be performed by means of a validation process within the validation gate; according to a preferred embodiment of the present invention. Figure 11 is a flowchart illustrating a process that can be used to perform the steps for outputting a call from the attendant console to the smart cover network, for the processing of the call beginning with the main menu options , according to a preferred embodiment of the present invention. Figure 12 is a block diagram describing examples of functions that can be performed by the operator console to provide operator services and customer services, according to a preferred embodiment of the present invention. Figure 13 describes an example of a process that can be performed by the operator console, according to a preferred embodiment of the present invention.

Figure 14 is a flow chart describing a process that can be used by the operator console, according to a preferred embodiment of the present invention. Figure 15 is a block diagram of a computer, useful for implementing components of the present invention. And Figures 16-42 are flowcharts illustrating processes that can be executed by the attendant console according to a preferred embodiment of the present invention. In the figures, as the reference numbers generally indicate identical elements, of similar function and / or of similar structure. The figure in which an element appears for the first time is indicated by the digits further to the left of the reference number.

DETAILED DESCRIPTION OF THE PREFERRED MODALITIES Table of Contents for the Detailed Description 1.0 Example Modality. 1.1 Network architecture 1.11 Smart cover network and switch 1.12 Intelligent network 1.13 Operator consoles 1.14 Application processor 1.15 Local area network 1.16 Advanced intelligent network gateway 1.2 Scalability of the network architecture 1. 3 Overview of the 5-debit card service process 1.4 Process flowcharts 1.41 Transfer to the customer or service operator 1.42 Direct dialing of customer service 10 1.43 Establishment to recharge a debit card account 1.44 Origin of a call of the operator console exit after the destination number has been received 15 1.45 Origin of an outgoing call from the attendant console before the destination number has been received 1.46 Release of a call from the attendant console towards the switching point and service control 1.47 Surcharge to a debit card account 1.5 Details of the advanced intelligent network gateway, validation gateway and attendant console 1.51 Internal architecture of the advanced intelligent network gateway 1.52 Internal architecture of the validation gateway 1.521 Example of Validation Process for Validation 1.53 Operator Console 1.531 Process Generals for Operator Consoles 1.532 Detailed Processes for Operator Consoles 1.0 Example Modality The present invention is directed to a system and method for providing operator and client support for telecommunication services that are provided by means of automated services in smart cover networks. The present invention works in combination with conventional intelligent networks that provide operator services. An example of a telecommunication service that is provided by means of an intelligent cover network is a debit card service. The present invention is described in terms of an exemplary embodiment. Specifically, the present invention is described in terms of debit card service platforms. The description in terms of a credit card service platform is provided only for convenience. The invention is not intended to be limited to this exemplary embodiment. In fact, after reading the following description, it will be evident to persons skilled in the relevant art (s) how to implement the present invention in alternative modalities. 1. 1 Network Architecture Figure 1 is a block diagram describing an example of a network architecture that can be used to implement a preferred embodiment of the present invention. Specifically, Figure 1 describes a platform that provides operator and service services to customers residing in an intelligent network 102, to an automated debit card service that resides in an intelligent cover network 104. It is also described in Figure 1 a network switch 108, which is coupled between a bridging switch 110 and an originating point of the call 106. The originating point of the call 106 may be a common telephone station (not shown), such as a residential telephone which is coupled with the switching network 108. In addition, an X.25 type network 112 is paired between a debit card validation system 114 and an intelligent network 102. 1. 11 Switching network and intelligent cover network In general, the switching network 108 is used to direct telephone calls from the point of origin of the call 106 to various destinations in a known manner. In this example, the smart cover network 104 provides the functionality necessary to support an automated debit card service. In general, smart cover networks, such as smart cover network 104, is a specific implementation of well-known telecommunications and computing components that provide enhanced call processing services for callers in an automated manner. Specifically, the smart cover network 104 consists of a switching component 140 which combines the functionality of two well-known components of a typical signaling system network 7 (SS7), namely a service switching point and a control point of service. This switching component is referred to herein as a service control and switching point (SSCP) 1402. In the preferred embodiment, the service switching and control point 140 is a switching and control point manufactured by the Ericsson corporation. The service switching and control point 140 receives and processes the telephone calls. It uses an intelligent peripheral (IP) 142 to provide call processing applications. The service switching and control point 140 also uses a service data point (SDP) 132 for storing and retrieving data related to the call processing functions. In this example, the service data point consists of one or more databases that contain the account information of the customer's debit card. These types of databases include access numbers, account numbers, personal identification numbers and account balances. The service data point 132 also contains a call transfer record table which is temporarily used to store information related to calls from a particular telephone that are transferred to the smart network 102 for customer and attendant services . 1. 12 Smart network Smart network 102 provides functionality for customer and operator services. An automated call distributor (ACD) 116 is an enhanced digital matrix switch with software to provide call waiting and call distribution functions. The automated call distributor 116 is coupled to a switching network 108 by means of a bridging switch 110. The bridging switch 110 can be any digital matrix switch that is capable of supporting the output connection technology (RLT). An output connection technology 136 is an online voice that connects to the automated call distributor 116 with the bridging switch 110. The output connection technology is used to transfer calls by sending an output message to the switch of bridging, such as bridging switch 110. For example, a call is received from the switching network 108 by means of the automated call distributor 116, in a first output connection technology channel 136. The automated call distributor 116 is used to originate a second call on a second output connection technology channel 136. The second call ends on the switching network 108. When a second call connection is completed, an output message is sent from the intelligent network 102 to the bridging switch 110. This causes the bridging switch 110 to bridge the connections between the first and second flame. gives. The automated call distributor is then released from both calls, also releasing both channels of the connection connection technology 136 of the connection. At this point, the output connection technology channels can be reused by subsequent calls. 1. 13 Operator Consoles The intelligent network 102 consists of a plurality of manual attendant consoles 126. The attendant consoles 126 usually consist of general-purpose work stations, which are operated by human operators. The operator consoles 126 provide operator and customer service for callers. Typically, operator consoles are programmed with specific service application programs. According to the above, when an operator console 126 receives a call, it executes an application program. One function of the application program is to provide the human operator (not shown) with instructions or scripts. The human operator habitually requests those who call information according to said scripts and enters said information into the operator console 126. A plurality of operator consoles 126, up to thousands, can be used as necessary to handle various traffic demands of telecommunication. Said operator consoles 126 are usually organized according to certain particular operator's abilities, such as language, training and the like. Thus, in this way, groups of particular operator consoles are used to provide particular services. Operator consoles 126 are capable of providing both operator and customer services. 1. 14 Application Processors The application processor (AP) 118 is a computer attached to the automated call distributor 116, and is used for the call processing functions of the automated call distributor 116. The use of the application processor 118 allows a download of the processing of the automated call distributor 116, such that the sources of the automated call distributor 116 can be dedicated to the switching functions. When the automated call distributor 116 receives the call, it queues the application processor 118 for the distribution functions. The application processor 118 determines where to direct the call. This is usually done by a group of selection functions. The application processor 118 selects a group of attendant consoles 126 based on the application and / or the operator skills described above. The application processor 118 subsequently returns an identification of a selected group of attendant consoles 126 to the automated call distributor 116 for purposes of channeling the call. 1. 15 Local area network Application processor 118 and attendant consoles 126 are connected by one or more local area networks (LANs). A local area network 124 Ethernet is shown in Figure 1 for illustrative purposes. In other embodiments, local area networks with tone signals or multiple local area networks that are connected by means of routers, etc., may be used in place of the Ethernet local area networks. For example, after the local area network instructs the automated call distributor 116 to direct the call to a particular operator console 126, the operator sends a "call offered" message to a particular operator console 126, indicating who is about to receive the call. The "offered call" message includes information on what type of application to run on the attendant console 126. Similarly, the local Ethernet network 124 is used to send "out" messages from an attendant console 126 to the processor of application 118, such that the automated call distributor 116 will release the call to the bridging switch 110. 1. 16 Advanced Intelligent Network Gateway The Advanced Intelligent Network Gateway (AIN Gateway) 120 provides the interface between the intelligent network 102 and the intelligent cover network 104. As described in detail below with references to Figures 2-7, the messages they are passed between the attendant consoles 126 and the data and service point 132, during the processing of the attendant services related to the processing of the debit calls originating from the smart cover network 104. The advanced intelligent network gate 120 provides protocol conversion, addressing and message distribution. In addition, the advanced intelligent network gate 120 handles communications between the attendant consoles 126 and various service data points in use, such as the data and service point 132. Accordingly, the smart network gateway Advanced 120 provides one. simple interference to multiply the service data points by thousands of attendant consoles 126. The advanced intelligent network gate 120 provides the necessary conversions for communication between the service data points 132 and the attendant consoles 126. This feature allows optimal communication protocols and message formats that will be used by both operator consoles 126 and service data points 132. In a preferred embodiment, the least-oriented UDP / IP connection is used by components within the intelligent network 102 in the local area network 124 Ethernet. The TCP / IP oriented connection is used by components of the intelligent cover network 104 and between the advanced intelligent network gate 120 and the service data point 132. The advanced intelligent network gate 120 also exchanges messages from the application side of transaction capacity over TCP / IP with the switching point and service control 104 as shown by communication channel 144. This connection 144 is used for automatic debit card reload, as described below. 1. 17 Validation gateway Validation gate 122 provides an interface between smart grid 102 and one or more debit card validation systems 114. A credit card validation system 114 is a system provided with a credit validator, such like a bank or similar, for the validation of credit cards in real time mode. As stipulated above, the feature of the present invention is that it provides the means to recharge debit cards by authorizing charges to the credit card of the caller. Preferably, the authorization of charges to the credit card and the settlement of charges with the credit card service provider are made in real time. The validation gate 122 receives the request for authorization of the charge to the credit card from the operator consoles 126. In this mode, the operators can make manual charges to the accounts of the debit cards of the clients. The validation gate 122 converts the request messages from the Ethernet local area network 124 to the X.25 messages for the X.25 type 112 network. The validation gate 122 then sends the request to the appropriate credit card validation system 114. When an X.25 response is received from the credit card validation system 114. The validation gateway converts the response into a response code used by the attendant console 126 and adds the response code to the UDP request message / Original IP. This then sends the message that originated the request back to the console operator 126.

The response is a confirmation of the authorization and settlement of charges of the credit card of the caller. Similarly, the validation gate 122 can receive credit requests from the service switching and control point 140 by means of the advanced intelligent network gate, 120. In this mode, the automatic surcharges can be made by means of a debit card service in the smart cover network 104. In a preferred embodiment, the validation gate 122 uses new processing to ensure that the duplicate charges are not applied to the credit card. For example, if a request message is sent to the credit card validation system 114, but a response is not received, the validation gate 122 sends a message to the operator console confirming the authorization.

This may be preferable to forwarding the request to the credit card validation system 114, since such action may result in duplicate charges on the credit card. 1. 2 Scalability of the network architecture A feature of the present invention is that the architecture is scalable. The simple smart cover network 104 and the simple smart grid 102 shown in Figure 1 are for illustrative purposes only. A preferred embodiment of the present invention consists of a plurality of smart cover networks 104 and a plurality of smart networks 102. For example, the embodiment includes many switching and service control points 104, each interconnection with multiple smart networks 102, for means of the advanced intelligent network gates 120. Each intelligent cover network 104 and each intelligent network 102 are connected to each other and to the switch of the network 108, as illustrated in Figure 1. For example, assuming that a card service debit is implemented in an intelligent cover network 104 comprising multiple pairs of switching points and service control 104 and service data points 132. In this case, clients are assigned access numbers that are associated with the point switching and service control 140. Note that each particular service data point 132 contains only data related to account s of specific debit cards. Thus, in this way, each assigned access number is routed to a specific service control and switching point 140, which is coupled to the specific service data point 132 which contains the account data associated with the access number. particular. In some embodiments, multiple and abundant service data point 132 is used. In this case, calls to a specific access number are routed to one of the multiple redundant service data points 132 based on load balancing, roundrobin, random or other algorithm. 1. 3 Overview of the debit card service processing As stipulated, the present invention is described in terms of an exemplary mode of a debit card service platform. A brief description of the functionality of said example mode will now be described with reference to Figure 1. First, a caller from the originating point of the call 106 dials the access number printed on the debit card previously acquired. This call is routed via the network switch 108 to a particular service control and switching point 140, via the in-line inter-machine 134. When the call arrives at the audio response unit (ARU) of the switching and service control 140, functions are performed. That is, the service switching and control point 140 functions as an audio response unit suggesting, with audio prompts, the caller to enter data. The caller responds by selecting menu options and entering data by means of dual-tone multifrequency or voice signals. This information usually includes, the caller's personal identification number and the destination call number. During the call, the caller can request assistance from the operator by entering a dual-tone multifrequency signal in response to a menu option. Alternatively, in a preferred embodiment, callers are automatically transferred to a live operator after a specific time has elapsed. Additionally, the caller can also request customer service by entering a different dual-tone multifrequency signal. In either case, the service switching and control point 140 transfers the call to an attendant console 126 in the smart network 102. In a preferred embodiment of the present invention, the same operator consoles can perform both services, operator and customer service.

Sometimes it is desirable for operator services to be distinguished from customer services. Generally, the service operator provides call routing functions while client services do not. According to the above, the present invention allows this distinction by providing different application programs of the operator console for each type of service, at the same time allowing the efficiency of the resources, providing operator consoles 126 that can execute both applications. The different applications are executed by the operator consoles 126 depending on whether the caller requests operator or customer service services. The operator console 126 is aware of the type of request and selects an appropriate application according to it. For example, this information may stop to the attendant console 126 by means of data records retrieved from the service data point 132 for the call. In other embodiments, the attendant console can determine if the operator service or customer service is requested, based on the telephone number dialed by the switching point and service control used to transfer the call to the intelligent network 102. These functions they are described in more detail below.

Additionally, callers can also locate a debit call and perform other functions by calling the customer service number directly. Using this feature of the present invention, the call is still directed to a service switching and control point 140, but the service control and switching point does not process the call. Instead, the service switching and control point 140 immediately directs the call to an attendant console 126 in the smart network 102. This addressing is based on the marked customer service number. Once connected with the operator, the caller can locate an outgoing call by providing the operator with a debit card access number, their personal identification number and a destination call number. This access number is used to identify the particular service data point 132 which contains the data of the caller's account. Then, the operator console 126 requests the service data point 132, by means of the gateway of the advanced intelligent network 120, to validate the account. The operator may then locate the outgoing call from the attendant console 126, or release the call to the service switching and control point 140 for processing the credit card. These processes are described below with reference to Figures 2-7. 1. 4 Process flow diagrams 1. 41 Transfer to operator services or customer service Figures 2a and 2b are flow charts illustrating a process that can be carried out according to a preferred embodiment of the present invention. In particular, the process illustrates the steps performed when the caller dials the credit card access number to locate a call and then requests the operator service or customer service. The process begins at step 202. At step 202, the caller with the debit card dials the access number of the debit card. As stated previously, this number is usually printed on the debit card and is usually a toll-free phone number. In step 204, the switch of the network 108 directs the call to a particular service switching and control point 140, based on the access number dialed in step 202. As stated above, the debit card account associated with the debit card of the caller is maintained at a particular service data point 132 that is coupled with the service control and switching point 140 to which the call is directed. Many architectural configurations are possible with respect to the number of switching points and service control 140 and service data point 132 within a particular platform. For example, one embodiment may comprise multiple service control and switching points 140 accessing a single service data point 132. Another embodiment may consist of a single service control and switching point 140 accessing multiple service data points. 132. Alternatively, another embodiment may comprise a one-to-one relationship between the switching point and service control 140 and the service data point 132. Other configurations are possible depending on the specific needs of the particular implementation of the present invention. In any case, such architectural relationships would be evident to those experts in the relevant technology (s). In step 206, the service switching and control point 140 receives and processes the call. First the service switching and control point 140 uses the access number marked as a key when requesting an application to the service data point 132. The service data point 132 responds to the request with instructions for the switching point and service control 140 to execute a particular menu for the caller. During the nominal processing, the switching point and service control 140 requests the caller a personal identification number and a destination number. The personal identification number is validated against a specific debit account that is maintained at the service data point 132. During the processing of a debit card call, the caller may require the operator service or customer service. Typically, said request can be made by the caller at any time after the service switching and control point 140 executes for the caller the menu option associated with such service, but first to the point where the switching and control point service 140 places an outgoing debit call. In step 208, the caller requests either operator service or customer service. The operator or client services are requested by entering a specific dual-tone multifrequency signal corresponding to the appropriate menu option provided by the service control and switching point 140. Alternatively, said services may be requested by the customer's voice responses to the appropriate menu options. In a preferred embodiment, customers are automatically transferred to a live operator or customer service representatives upon expiration of a predetermined time out where no response from the customer is detected. After the service switching and control point 140 detects a request for operator services or clients, the control goes to the point 210. In step 210, the service control and switching point 140 generates a transfer key 211. In a preferred embodiment, the transfer key 211 consists of a 10-digit number that is used to uniquely identify the service data point 132 and to uniquely identify the transfer record (described below). Specifically, the transfer key 211 consists of a 5-digit identifier for the specific service data point 132 and a 5-digit number used to identify the transfer record. In step 212, the transfer register 213 (identified by means of the transfer key 211 of step 210), is structured by means of the service switching and control point 140 and stored in the service data point 132. The transfer register 213 is used to store information specific on the particular call that is about to be transferred to the smart network 102. As described below, once the call is transferred to the smart network 102, the attendant console 126 uses the transfer key 211 to extract the information about the call from the transfer register 213 stored in the service data point 132 of step 212. Note that in a preferred embodiment, the service control and switching point 140 uses the access number dialed to identify the access point. service data 132, containing the client's debit account. Thus, in this way, if the caller requests operator or client service before step 206, where the service data point 132 is interrogated, the service switching and control point 140 can still identify the service data point. 132 in the transfer key 211 based on the access number dialed. In a preferred embodiment, the 140 updates a temporary "Call Transfer Table" at the service data point 132 such that it can create the transfer register 213 for the call. Usually, the transfer register 213 contains: (1) the transfer key 211 generated in step 210; (2) the status of the call, including the data pertaining to why the call has been transferred, and additional information (if any), such as the personal identification number or the call number; (3) the marked access number; and (4) possibly other information that is necessary, such as the ANI (not found in the text) of the caller, etc. As described below, the transfer register created in step 212 is retrieved by the service data point 132 in response to a question from the attendant console 126, using the transfer key 211 as a registration key.

In step 214, the service switching and control point 140 transfers the call to the automated call distributor 116 in the smart network 102. Typically, 40 press an operator service number or a customer service number, (depending on selecting the caller from step 208) to the switch of the network 108. The switch of the network 108 directs the call to the self-called call distributor 116. Generally, the signaling system 7 is used for signaling and the switching point and service control includes the transfer key 211 in the initial address message (IAM) of the signaling system 7. In addition, other data such as the ANI, the access number, and billing sequence registration number can be included in the initial address message. Once the call has been transferred by the switching point and service control to the smart network 102, the control goes to step 216. In step 216, the automated call distributor 116 receives the call, together with the message of initial address containing the transfer key 211. Based on the number used to transfer the call (eg the operator service number or the customer service number), the automated call distributor 116 interrogates the application processor '118 so that give you instructions on the distribution of the call. The application processor 118 determines the group of attendant consoles 126 to which to direct the call based on the operator service number or the customer service number. The application processor 118 responds to the automated call distributor 116 with this selection. As noted earlier, in a preferred embodiment of the present invention, the same operator console 126 may be used to provide both operator and client services. The selection of services to be performed is governed by a particular application program that runs on the operator console 126. A particular application program is selected to be executed based on the telephone number provided to the automated call distributor. 116. Specifically, the application processor 118 inserts the telephone number in a "offered call" message to the attendant console 126. The attendant console 126 determines what type of application will be carried out based on the received telephone number and to the "offered call" message. The control then proceeds to step 218. In step 218, the automated call distributor 116 directs the call to the attendant console 126 available within the group selected by the application processor 118 in step 216. Typically, the transfer key 211 is also provided to the attendant console 126 in the "offered call" message sent by the application processor 118. Alternatively, the transfer key 211 may be provided to the attendant console 126 by the pulse of the 10-digit number , from the automated call distributor 116. The control then goes to step 220, shown in Figure 2B. In step 220, the attendant console 126 receives the call and sends the inquiry message to the service data point 132 via the advanced intelligent network gate 120 in the following manner. First, the formatted message is sent from the attendant console 126 to the advanced intelligent network gate 120. The formatted message includes the transfer key 211 and a question for the transfer register 213. The advanced intelligent network gateway then solves the The network address of a particular service data point that processes the call using the five digits of the transfer key to search the network address for the service data point 132 from an internal lookup table. Once the address of the service data point 132 is determined, the inquiry message in step 220 is sent via the advanced intelligent network gate 120 to the service data point 132. The question message includes the transfer key 211 and is usually sent by means of a message from the transaction capability application part using TCP / IP, as denoted at 130. The control proceeds to step 222. In step 222, the service data 132 receives the inquiry message from the attendant console 126 of step 220 and retrieves the transfer register 213 from an internal Call Transfer Table. As described, the transfer key is used to identify a particular transfer record associated with a particular call. The service data point 132 sends the information from the transfer register 213 to the attendant console 126 by means of the response message. This response message includes information on the status of the call, such as why the call has been transferred and additional information pertaining to the data that has already been received during the automated portion of the call. Such information includes, for example, the customer's personal identification number and a telephone number. The reply message is sent from the service data point 132 to the attendant console 126, by means of the advanced intelligent network gate 120. The advanced intelligent network gate 120 converts the response message back into the format and communication protocol used by the attendant console over the local area network 124. The advanced intelligent network gateway then directs the response message to the particular attendant console 126 that originated the corresponding inquiry message. In step 224, the attendant console 126 receives the response message from step 222. The transfer register 213 is used to select a particular application program that will be executed in the attendant console 126 and whose legend (and the entry corresponds), will be performed by the operator. For example, if the transfer register 213 indicates that the personal identification number has not been received, the operator console 126 will make a legend instructing the operator to request the personal identification number of the caller. Similarly, if the transfer register 213 indicates that a personal identification number has been received (and validated), the attendant console 126 will execute a legend instructing the attendant to receive the number of the caller's called destination. The next thing, in step 226, is for the attendant and attendant console 126 to process the call. The processing of the call is in accordance with the processing determination of the legend of step 224. Additionally, in some embodiments, the processing of the call may differ depending on whether the caller originally requested operator services or clients. This factor is usually determined by means of the telephone number used to transfer the call to the attendant console 126. For example, if a call is transferred to an attendant console 126 and the transfer register indicates a previous call to the identification number Personal (for example, the caller has not entered a personal identification number), then the operator asks the caller to receive a personal identification number. In this case, the operator sends a 'question message to the service data point 132 in such a way that it can validate the personal identification number against the personal identification number registered in the account of the service data point 132. The point Service data 132 responds with a message indicating whether the personal identification number is valid or not. If it is, the operator receives the destination number of the caller and places the outgoing call. Other processing functions include updating accounts of the service data point 132, such as changes to the personal identification number or security keys of personal identification numbers, previously described. This usually involves the attendant console 126 sending messages to the service data point to make the updates. Said updates are usually followed by means of the service data point 132 responding to the attendant console 126 with a confirmation message. All communications between the attendant console 126 and the service data point 120 are achieved through the use of the advanced intelligent network gate 120. Note that the processing step 226 may also include an attendant console 126 transferring a call to another attendant console 126. For example, if an attendant receives a call that can be handled better by an attendant console that includes a different skill set, those calls can be transferred to the appropriate attendant console 126. An example of a specific skill set is a particular foreign language. Examples of specific operator services that may be executed include obtaining and validating the personal identification number within the service data point 132, the release of the call back to the switching point and service control 140, the transfer of the call to another operator console 126, the inclusion of another operator console 126 in conference within the same call, opening trouble labels to report errors and unlocking personal identification numbers of the clients. These are just some examples of the many functions that can be provided by the operator services. Examples of specific customer services that can be carried out include account balance investigations, provide improved instructions, quote service fees and other general information, release the call back to the switching point and service control 140 for additional menu options, transfer the call to another operator console 126, conference with another operator console 126 on the call, open problem labels, recharge debit card accounts. These are just some examples of the many functions that can be provided by customer service. Although the operator consoles 126 are capable of providing operator service and customer service applications, it may be desirable for the service provider to use different personnel for each. Therefore, it may be necessary for an attendant console 126 that is performing customer services to transfer a call to an attendant console 126 that is performing attendant service. For example, operator service applications are used to complete calls. If a caller is transferred from the service switching and control point 140 to an operator console 126 for customer services, and then requests that an outgoing call be placed, the customer service operator console 126 transfers the call to an operator service operator console 126. Steps 228-236 illustrate specific examples of call processing functions that may occur in step 226. For each of the examples provided, a detailed description of the process steps that can be used to implement an implementation is presented below. example of specific process. In accordance with the above, in step 228, the operator places an outgoing call to a destination number provided by the caller. In this example, the caller provides the operator with the called destination number, and the operator enters the number in the attendant console 126. Next, with reference to Figure 5, a process that can be used to implement these functions. In step 230, the attendant releases the call from the service switching and control point 140 for processing the outgoing call. Next, with reference to Figure 6, a process that can be used to implement these functions is presented. In step 232, the attendant releases the call to the service switching and control point 140 such that the service control and switching point reruns the debit card main menu options.

Next, with reference to Figure 11, a process that can be used to implement these functions is presented. In step 234, the operator reloads the debit card account of the caller by receiving the caller's credit card and the charge in it. Next, with reference to Figure 7, a process that can be used to implement these functions is presented. In step 236, the operator ends the call. This occurs, for example, when a caller has no further requests and does not wish to return to the main debit card menu at the point of service switching and control 140. 1. 42 Direct Dialing Customer Service Figure 3 is a flow chart illustrating a process that can be used in a preferred embodiment of the present invention when the caller dials the customer service number. The process begins with step 302 where the caller dials the customer service number for services to debit card customers. The telephone number is usually a free number that is printed directly on the debit card. In step 304, the network switch 108 directs the call, based on the marked customer service number, to a specific service control and switching point 140. In this case, the call will not be processed by way of the service switching and control point 140, because the customer service number was dialed in step 302. However, the call is still routed through the point of service. switching and service control 140 such that operator console 126 can optionally release the call back to service switching and control point 140. In one embodiment of the present invention, all outgoing calls for debit cards are located from the switching point and service control 140. As will be shown below, cdn reference to Figure 5, the switching point and service control 140 locates the output call even when the call is originated from the control console. operator 126. In step 306, the service switching and control point 140 directs the call to the automated call distributor 116, based on the dialed service number to customers. As stipulated, the customer service number is included in the initial address message of the signaling system 7 to the automated call distributor 116. The control goes to step 308. In step 308, the automated call distributor 116 receives the call and interrogate the application processor 118 on instructions for the distribution of the call using the customer service number of the initial address message. The application processor 118 responds with an identifier for an operator console group 126, for the purpose of directing the call. Additionally, the application processor 118 sends an "offered call" message, through the local area network 124, to the attendant console 126. This message instructs the attendant console 126 which application to execute, based on the type of service requested. In this example, the type of service requested is a debit card service. Then, in step 310, the automated call distributor 116 directs the call to an attendant console 126 available from a group selected by the application processor 118. The control then proceeds to step 311. In step 311, the console operator 126 retrieves the record of the transfer as a result of executing the application program specified in the "offered call" message in step 308. In this example, the attendant console 126 performs a service application to debit card clients that instructs the operator to request the caller's information such as the access number of the debit card and the personal identification number. The operator then enters said information into the operator console 126. Note, in this example, that the access number identifies the specific service data point 132 that is associated with the service switching and control point 140, where the account information is stored for this particular caller. Next, in step 314, the attendant console 126 sends a question message to the service data point 132 via the advanced intelligent network gate 120. This question message contains an identifier for the service data point 132. which is for managing the account, based on the access number provided in step 312. The advanced intelligent network gate 120 uses this identifier to obtain a network address for the service data point 132. The advanced intelligent network gateway sends the question message to the transaction capability application part message over TCP / IP 130 to the service data point 132. Next, the control proceeds to step 316. In step 316, the service data point 132 use the access number and personal identification number to access the debit card account. In addition, the service data point 132 validates the personal identification number and sends a return response to the attendant console 126 via the advanced intelligent network gateway. Next, step 226 is performed as previously described with reference to step 226 with respect to the process described in Figure 2. Accordingly, after operator console 126 receives a response from service data point 132 containing the validation of the personal identification number of step 316, the operator can perform a variety of services for the client. Examples of these services are described in steps 228-236. 1. 43 Establishing the debit card account surcharge Figures 4a and 4b. Consist of a flowchart illustrating a process that can be used in a preferred embodiment of the present invention when a debit card account expires during the processing of the debit card. the debit card call at the switching point and service control 140. In this example, the caller uses the customer service provided by a mode of the present invention to recharge the debit card account. In this example, since customer services are more than operator services, they are requested and used to recharge customer accounts, a customer service application is executed by attendant console 126. This process begins with step 402. In In step 402, a debit card output call is in process at the service control and switching point 140. In this example, the service control and switching point 140 monitors the call in process for its duration, and charges the debit card account within the corresponding service data point 132. In one embodiment, the service switching and control point 140 provides the caller with a warning message each time one minute of call time remains in the account. In step 404, the switching point and service control 140 detects that the debit card account has expired. Accordingly, the service switching and control point 140 interrupts the call and asks the caller for an option to top-up the debit card account. As indicated in step 406, if the caller chooses not to reload the account, the control goes to step 408 where the call is terminated. Alternatively, if the caller elects to recharge the debit card account, the control goes to step 410. In step 410, the service switching and control point 140 stops the terminal branch of the call.

This means that the terminal branch of the call (for example, the called party) is located in sustain. Next, in step 412, the service switching and control point 140 generates a transfer key 211. As stipulated, in a preferred embodiment, the transfer key 211 consists of a 10-digit number that is used to uniquely identify the service data point 132 and to uniquely identify the transfer record (described below). Specifically, the transfer key 211 consists of a 5-digit number used to identify the transfer record. Once the transfer key has been generated, the control proceeds to step 414. In step 414, the service control and switching point 140 updates a transfer call table within the service data point 132 by creation of a transfer register 213. The reason code is included in the transfer register 213 indicating the reason for the transfer. In this example, the reason for transfer is the surcharge of the debit card account. The control then proceeds to step 416. Next, in step 416, the service switching and control point 140 transfers the call to the automated call distributor 116 within the smart network 102. The customer service number and the password for the transfer 2111 are included in the initial address message of the signaling system 7. The control then proceeds to step 418. In step 418. the automated call distributor 116 receives the call and asks the application processor 118 for distribution instructions call. The application processor 118 responds to the automated call distributor 118 as previously described. Additionally, the application processor 118 also sends an "offered call" message to the attendant console 126, as previously described. The control goes to step 420. In step 420, the automated call distributor 118 directs the call to the attendant console 126. The transfer key 211 is provided, either by the automated call distributor 116 or the application processor 118, depending on a specific embodiment of the present invention. . Next, in step 422 (Figure 4b), after the attendant console 126 receives the call and the transfer key 211, it sends the question message (including the transfer key 211) to the service data point 132 for means of the advanced intelligent network gate 132. In step 424, the service data point 132 retrieves the transfer register 213 using the transfer key 211. The service data point 132 then sends the information from the register 213 in a reply message for the attendant console 126 by means of the advanced intelligent network gate 120. Next, in step 426, the attendant console 126 receives the information from the transfer register 213 from the response messages sent by the service data point 132. This information indicates that the call has been transferred from to recharge the debit account. According to this, the operator console 126 executes a legend corresponding to the surcharge function. The control then proceeds to step 428. In step 428, the operator confirms that the caller wishes to recharge his debit card account, if so, then the operator proceeds with the surcharge process of step 234. A detailed description of this process is presented with reference to the flow chart of Figure 7. The process ends as indicated in step 430. 1. 44 Originating an outgoing call from the operator console after the destination number has been received Figure 5 is a flowchart illustrating a process that can be used to perform the steps required to complete an outbound call from an attendant console 126 after the destination number has been received from the caller. This is a process described by step 228 in Figures 2 and 3. Specifically, in this example, the attendant or attendant console 126 receives the destination number of the caller and originates the outgoing call. As described below, in this example of a preferred embodiment of the present invention, the call-out is located at the service switching and control point 140. The process begins with step 502, where the attendant receives the service number. The destination of the caller is entered into the attendant console 126. The reception of a destination number can be done in conjunction with the reception of the caller's access number or his personal identification number. In step 504, the operator sends all this information to the service data point 132. In step 504, the attendant console 126 sends an updated message to the service data point 132 by means of the advanced intelligent network gate 120 This message preferably contains the personal identification number, the destination number and the reason for the transfer indicating that the call will be transferred to the smart cover network 140 to complete the call. It also contains an identifier for the service data point 132, which is derived from the attendant console 126 from the access number provided by the caller. In response to these messages, the service data point 132 validates the personal identification number and sends a response back to the attendant console 126. Then, in step 506, the attendant console 126 receives a response from the service data point 132. If the response indicates that the personal identification number is valid, the attendant console 126 proceeds to release the call to the smart cover network. The control then goes to step 507. In step 507, the call is released to the smart cover network 104. The control then goes to the point 507. In step 507, the call is released to the smart cover network 104. The process of releasing the call to the smart cover network is described below with reference to Figure SA. Once the call is released to the smart cover network 140, the control goes to step 520. In step 520, when a call has been released to the switching point and service control 140, the switching and control point 140 asks the service data point 132 the reason for the transfer. In this example, the service control and switching point 140 determines whether the call was transferred (e.g., released) to complete an outgoing call. Thus, in this way, the service switching and control point 140 retrieves the destination call number from the service data point 132. The control proceeds to step 522, where the service switching and control point 140 locates the call to the destination number. The process ends with step 524. A process that can be used to release a call from the smart grid 102 to the smart cover network 104 is described in the flow diagram of Figure 5A. The process begins with step 508. In step 508, the attendant console 126 sends the output message to the application processor 118. Next, in step 510, the application processor 126 sends a release message to the call distributor. Automated 116 and the control goes to step 512. In step 512, the automated call distributor 116 releases the attendant console 126 from the call. Right away, as indicated in step 514, the automated call distributor 116 sends an output message to the bridging switch 110. In response to the messages released from step 514, the bridging switch 110 releases an automated call distributor 116 from The call, as indicated in step 516. Then, in step 518, the bridging switch 110 sends an output message to the service control and switching point 140. The process ends with step 519. 1. 45 Originating an outgoing call from the attendant console before the destination number has been received Figure 6 is a flow chart illustrating a process that can be used to perform the steps necessary to complete an outgoing call from an attendant console 126 before the destination call number has been received from the caller, according to the preferred embodiment of the present invention. This is the process described in step 230 of Figures 2 and 3. Specifically, in this example, the attendant in the attendant console 126 releases the call to the service switching and control point 140. At the switching point and service control 140, the destination call number is received and the service control and switching point 140 completes the outgoing call. In this example, it is assumed that the operator has determined that the caller wishes to locate the outgoing call (from step 226), and that the caller has provided an access number and a personal identification number. In this process the attendant console 126 sends an updated message to the service data point 140. This message contains the personal identification number, the access number and the reason for the transfer indicating that the termination of the call has been required. . The service data point 140 validates the caller's personal identification number and returns a response to the attendant console 126. Specifically, the process begins with step 602 where the attendant console 126 sends an update message consisting of personal identification number, access number and a transfer ratio to the service data point 140. Next, in step 604, the attendant console 126 receives the response from the service data point 140. If the response indicates a number In the case of a valid personal identification, the attendant console 126 proceeds to clear the call to the smart cover network 104, as indicated in step 507. The process of clearing the call to the smart cover network 104 has been previously described with reference to Figure 5. Once the call is released to the smart cover network 104, the control proceeds to step 606. In step 606, when the call has been released to 140, the switching point and service control 140 asks the service data point 132 for a transfer ratio. In this example, the service control and switching point 140 determines that the call has been transferred (e.g., released) to complete the call. However, in this case, unlike the previous example of Figure 5, the destination number has not been received. Accordingly, in step 608, the service control and switching point 140 requests the caller for a destination number. In response to the request, the caller enters a number by means of dual-tone multifrequency signals. The control then proceeds to step 610. In step 610, the service control and switching point 140 locates the output call with the destination number received from step 608 in a known manner. This process ends with step 612. 1. 46 Releasing a call from the attendant console to the service switching and control point Figure 11 is a flow chart illustrating a process that can be used to perform the steps to release a call from the attendant console 126 to the point of switching and service control 140, for the processing of the call beginning with the main menu options, according to the preferred embodiment of the present invention. This is the process described by step 232 in Figures 2 and 3. Specifically, in this example, the console attendant releases the call to the service switching and control point 140, where the main menu is executed for the caller . The steps that can be used to perform this process are similar to the steps discussed previously with reference to Figure 6. According to this, only a brief discussion related to the differences of both processes will be presented. First, step 1102 is similar to step 602, except that in step 1102 the reason for the transfer is set to "go to the main menu". In addition, step 1108 is similar to step 608, except that in step 1108 the service switching and control point 140 executes the main menu option for the caller. Finally, step 1110 is similar to step 610, except that in step 1110, the service switching and control point 140 completes the automatic processing of the debit card call according to the options provided by the caller. 1. 47 Recharging a Debit Card Account Figure 7 is a flowchart illustrating a process that can be used to perform the steps required to recharge the caller's debit card from an attendant console 126, according to a preferred embodiment of the present invention. This is the process described by step 234 in Figures 2, 3 and 4. Specifically, in this example, the operator reloads the debit card of the caller by: (l) receiving the credit card number of the caller; (2) the validation of charges against the credit card; and (3) sending a message to the service data point 140 to replenish the account. The process begins with step 702 where the operator receives the credit card number of the caller and an amount to be charged in dollars. In a typical debit card service, the debit card replenished with a predetermined range has a minimum number of units and a maximum number of units that have a certain dollar value. For example, the caller can replenish their debit card with 60 minutes of call time for $ 15. The operator also receives any information that is necessary to validate the credit card, such as the expiration date, the postal code, etc. Then, in step 704, the attendant console 126 sends a validation request message to the validation gate 122. The validation gate 122 provides the means for the components of the smart network 102 to the interface with one or more credit card validation systems 114. Credit card validation systems are usually provided by credit validation companies such as banks or similar. Usually, such systems are coupled via an x.25 network, such as the X.25 network 112. In step 704, the attendant console 126 sends a request to one of the credit card validation systems 114 through means of the validation gateway 122. Preferably, the application contains the credit card number of the caller and other validation information, such as the expiration date, the zip code, the merchant identification and the dollar amount requested. Next, in step 706, the validation gate 122 advances this request to an appropriate credit card validation system 114. At the same time, a stopwatch is started and is used to keep track of the time elapsed since the request for validation of the credit card. In step 708, the process determines whether a response is received before the expiration time of step 706. If so, the control proceeds to step 710. In step 710, attendant console 126 determines whether the validation was confirmed. If the validation was confirmed, the control proceeds to step 714, where the attendant console 126 sends a message to the service data point 132 to replenish the debit card account with the requested amount. Then, in step 716, the attendant console 126 receives a response from the service data point 140. The control proceeds to step 718. In step 507, the attendant console 126 releases the call back to the switching point. and service control 140. The process of releasing the call back to the switching point and service control 140 has been previously described with reference to Figure 5A. In this case, the reason for the transfer provided to the service data point 132 by the attendant console 126, preferably indicates that the debit card has been replenished, that there is a call in progress and that the original and terminal branches of the call should be corrected at the service switching and control point 140. Accordingly, in step 720, the service switching and control point 140 reconnects the original branch of the call (eg the caller who has resupplied their call). Debit)maD , with the terminal branch of the call, which has been retained at the switching point and service control 140 (see step 410 above). Returning now to step 708, if a response is not received before the expiration of the timer started in step 712, the control proceeds to step 712. In step 712, the validation gate 122 determines whether the request message was sent to the credit card validation system 114. For example, if in step 712, the process determines that the X.25 112 link fell when the request was , it is clear that the application for the credit card validation could not be received by the credit card validation system 114. Thus, in this way, there is no opportunity for the client to be charged as a result of the request. According to this, in a preferred embodiment, the process proceeds with an assumed validation. This method may be preferable to forwarding the validation request and possibly causing a double charge to the client. That is, it may be preferable to make a mistake in favor of the client. Therefore, if a response is not received and it is determined that the request was successfully sent from the validation gateway 122 on the X.25 112 link, the process proceeds as if a validation response was received and validated in the steps 709 and 710. Accordingly, the validation gate 122 sends a message to the operator console 126 instructing it to proceed as if the confirmation of the authorization was received. This prevents the attendant console 126 from making another charge to the credit card that could result in a double charge to the credit card account of the caller. On the other hand, if the process in step 712 determines that the request was not sent due to a malfunction, the control goes to step 724. In step 724, the operator informs the caller that the credit card can not be validated at this time and try again later. Alternatively, if multiple validation gates are used in the intelligent network 102, the attendant console 126 may again send the request using another validation gate 122. Referring again to step 708, the control proceeds to step 710 if the response "validation was received from the credit card validation system 114 before the expiration time period of step 706. Jan 1 step 710 the process determines whether the credit card validation system 114 advances a response indicating that The credit card account has been validated, that is, a positive response indicates that the charge has been approved.If the charge to the credit card has not been approved, the control goes to step 722 where the operator informs the call that the credit card was not validated and you are asked for a new credit card number again or the call ends. If step 710 indicates that the charge h Once approved, the control proceeds to step 714 and processing continues with steps 714-726 as described above. The process ends with step 726. 1. 5 Details of the advanced intelligent network gateway, the validation gateway and the attendant console The advanced intelligent network gateway serves as a simple interface point between the plurality of operator consoles 126 and one or more service data point 140 The advanced intelligent network gate 120 provides message and protocol conversion, addressing and message distribution, and communication management. The attendant consoles 126 are linked to the advanced intelligent network gate 120 via the local area network 124. In one embodiment, the attendant consoles 126 and the advanced intelligent network gate 120 exchange messages from the transaction capability application part (TCAP) encoded in abstract syntax notation (ASN.l). In this example, messages are exchanged using NSPP / UDP / IP. The NSPP is a specific protocol that consists of an exchange protocol with session oriented packet that is transported over the user datagram protocol / internet protocol (UDP / IP). The user's datagram protocol is a well-known standard, little-oriented connection protocol, implemented over an internet protocol. It is part of the internet protocol that includes TCP. Other messaging and transport protocols may be used with different embodiments of the present invention. As such, the use of the example of transport and messaging protocols should not be constructed to limit the scope and scope of the present invention. The service switching and control points 132 are linked to the advanced intelligent network gates 120 via the TCP / IP network 130. Accordingly, the service data points 132 and the advanced intelligent network gate 120 exchange. messages from the transaction capability application part using TCP / IP. In contrast to the user's datagram protocol, TCP is an oriented connection protocol that guarantees sending by forwarding unconfirmed messages at 500 ms intervals. In other embodiments, the advanced intelligent network gateway 120 can provide an interface to the signaling system network 7 using standard messaging protocols of signaling systems 7, part of transaction capability application. The signaling system network 7 can be used to perform the same functions as the smart cover network 104, described herein. As will be apparent to those skilled in the relevant art, the components within the smart cover network 104 are standard components commonly found within the network of the signaling system 7. The smart cover network 104 is a specific implementation of a network of the signaling system 7. Accordingly, any signaling system 7 or network of a similar type can be used in place of the smart cover network 104 for the present invention. As such, the use of the smart cover network 104 should not be constructed to limit the scope and breadth of the present invention. The use of other signaling systems 7 and networks of a similar type used in conjunction with the present invention would be apparent to those skilled in the relevant art. 1. 51 Internal architecture of the advanced intelligent network gate Figure 8 is a block diagram illustrating the internal architecture of the advanced intelligent network gate 120 according to the preferred embodiment of the present invention. In a preferred embodiment, the advanced intelligent network gate 120 is implemented using an Alpha DEC with VMS. In this example, there are two primary components of the main online software of the advanced intelligent network gate 120 processing, namely: an NSPP interface module (NIM) 802; an advanced smart grid application (AIN App) 804; an interprocess communications manager (IPC Mgr) 806; and a signaling system manager 7 (SS7 Mgr) 808. In this example, other software components of the advanced intelligent network gate 120 include a BOSS 810; a protection alarm 812; a component of operational measurements (OM) and a human machine interface (HMI) 816. Each of the software components referenced above is described below. The NSPP interface module 802 provides the applications and services of the advanced intelligent network gate 120 with access to the local area network Ethernet 124 based on NSPP. As stipulated, the NSPP is a specific protocol. The NSPP 802 interface module allows client and server applications to both reside on the same hardware platform, thereby increasing the flexibility of existing hardware. In this example, the NSPP interface module 802 provides an interface to the low-oriented connection messaging network (e.g., the NSPP / UDP / IP 121 network that connects to the attendant consoles). The interprocess communication manager 806 provides an interface for oriented connection data flow network (e.g., the TCP / IP network connected to the service data points 132). The NSPP interface module 802 performs a message sequencing and in this way, it can receive message from the attendant consoles 126 out of sequence. Note that the communication manager of interprocess 806 and the administrator of signaling system 7 808 perform the same function but act as an interface with different networks. In the same example, the interprocess communications manager 806 interfaces with the service data points 140 using the transaction capability application part transmitted over TCP / IP. Similarly, the signaling system administrator 7 808 interfaces with the components of the signaling system 7 using SS7 TCAP standard messaging protocols. The interprocess communications manager 806 functions as a TCP / IP-based interprocess communications provider for the advanced intelligent network gate 120. It facilitates the interchange of intern and intranode messages between the processes of the advanced intelligent network gate 120, the service data points 132, and other components of the network switch, such as service switching and control point 140. It is also responsible for restarting the BOSS 810 process if the BOSS 810 process terminates abnormally. Since the BOSS 810 is responsible for initiating, monitoring and restarting the other processes of the advanced intelligent network gates 120, including the interprocess communication manager 806, the interprocess communications manager in this capacity provides the advanced intelligent network gate. 120 a full capacity of monitoring itself. For more information related to the interprocess communication manager 806, please refer to the United States of America Application Patent entitled "Systems and methods for interprocess communication", Serial No. 08 / 671,027 filed on June 25, 1996. The signaling system 7 serves as a communications provider for the advanced intelligent network gate 120 when the advanced intelligent network gate 120 interfaces with the signaling system network 7. In a preferred embodiment, the DEC components of the signaling system 7 are used within the network of the signaling system 7. Therefore, a DEC administrator of the signaling system 7 commonly available, can be used for the manager of the signaling system 7 808. In this case, the signaling system administrator 7 808 will not provide interprocess communications for the components of the advanced intelligent network gate 120, as does the interprocess communication manager 806, described above. In this example, the advanced intelligent network application 804 processes the messages of the application portion with transaction capability encoded in abstract syntax notation from the attendant consoles 126. Additionally, the advanced intelligent network application reformats the header components of the transaction capability application part of said messages to be routed to the service data points 132.

Finally, the advanced intelligent network application 804 passes the messages to the interprocess communication manager 806 in such a way that they are sent to the service data points 132. The advanced intelligent network application 804 also receives the response messages from the point of service data 140, reformats the headers of the transaction capability application part, and sends the response back to the attendant console 126 via the interface module 802. The advanced intelligent network application 804 preferably contains Application Program (API) to send and receive messages from the transaction capability application part. For messages received from attendant consoles 126, the advanced intelligent network application 804 retrieves an originating identifier from the header of the transaction capability application part identifying the specific attendant console 126 by sending the message. This originator identifier is stored and subsequently used as a destination identifier (in the header of the transaction capability application part) by passing a response message from the service data point 132 back to the attendant console 126. Additionally, the advanced smart grid application 804 tracks the messages sent by the service data points 132 from the attendant consoles 126 and ensures that the responses are received by the attendant consoles 126. A stopwatch is used to control the time of the answers. In this example, the BOSS 810 process is responsible for the initialization, completion and monitoring processes within the advanced intelligent network gate 120. During startup, after reading a configuration file indicating which processes should be initiated, the BOSS 810 establishes a lock in each process. The lock allows the BOSS 810 to detect a termination of a process in such a way that the process can be restarted. The protection alarm process 812 is used to accept event messages from other processes of the advanced intelligent network gate 120 by means of a VMS mailbox. All events are entered into a file and, based on an alarm number, certain treatments can be performed. The alarm treatments consist in establishing thresholds and protections for the downstream monitoring processes in the network. The human machine interface 816 provides primary access for operations and maintenance. Through a series of menus, the human machine interface allows the configuration, addition or elimination of gates within a node, of establishments of links, links, destinations, addresses, applications and other configurable entities. The operational measurement process 814 receives operational data from other processes and from the operating system of the advanced intelligent network gate 120. Such operational data generally indicates the performance of specific software processes and / or the operating system. The NSPP interface module 802 operates as a server process in such a way that the operator consoles 126 can also establish communication sessions without connection. Once the session has been established, the operator console 126 selects a service. An example of a service is the advanced intelligent network application service 804. It should be noted that the advanced intelligent network gate 120 can support several more services in addition to the advanced intelligent network application service 804 described herein. In operation, the NSPP interface module 802 receives a message from the transaction capability application part of the attendant consoles 126 and advances it to the advanced intelligent network application 804. The advanced intelligent network application 804 extracts the data from application, such as a request from the service data point 132 for the validation of a personal identification number, from the message of the application part with transaction capability. For additional information regarding the Advanced Intelligent Network Gateway 120, please refer to the referenced United States of America Application Patent entitled "Advanced Intelligent Network Gateway", filed concurrently attached, Attorney Docket No. CDR-96-009 (1575.2240000). 1. 52 Architecture of the validation gateway Validation gate 122 establishes authorization and settlement of charges? a credit card. Usually, this function is performed in real time by means of a simple exchange of messages. Figure 9 is a block diagram illustrating the internal logic architecture of the validation gate 122, according to an embodiment of the present invention. In this example, validation gate 122 consists of 5 primary processes including: a X.25 906 comm process; a PVC 908 receiving process; and a datagram protocol sending process of the user 910. The attendant console 126 operates as a client for the validation service performed by the validation gateway 122. In operation, the attendant console 126 sends a request message to the Validation gate 122 to request authorization and settlement of charges to the credit card. Typically, this request message consists of the dollar amount that will be charged, a credit card number, a personal identification number (if applicable), an expiration date, zip code, and / or any other information necessary for the validation of the credit card. Additionally, the request message includes a merchant identifier. The merchant identifier is commonly used to identify a specific product or service, since the validation gate 122 can be used for a variety of products and services in addition to the debit card example described herein. The request messages from the attendant console 126 to the validation gate 122 are sent over the local area network 124 via NSPP / UDP / IP. These messages are received by means of a reception process UDP 902 as described in step 1 of Figure 9. In this example, the reception process UDP 902 is a communication manager for UDP / IP. Continuing with the process described in Figure 9, the request message is sent to the validation process 904, as indicated in step 2. The validation process 904 performs the primary processing for the validation gateway 122. An example of a process that it can be performed by the validation process according to the preferred embodiment of the present invention is described below with reference to Figure 10. The validation process 904 stores information from the request message. Note that this information is used by the validation process 904 to track the responses from the credit card validation system 114. Additionally, this information is subsequently used in such a way that it responds back to the attendant console 126 that originated the Once this information has been stored, the validation process 904 creates an X.25 message consisting of a request for the credit card validation system 114. In step 3, the validation process sends the message from X.25 request to X.25 communications process 906. The X.25 906 comm process manages communications between validation gateway 122 and X.25 network 112. The processes of the credit card validation system 114 requested by authorizing the credit card and applying the requested charges. Applying the requested charges is referred to in the present as liquidate. If the authorization and settlement are successful, a positive response is returned to the validation gateway 122. If the authorization or settlement is unsuccessful, a negative response is returned to the validation gateway 122. Usually, a reason for an authorization does not apply. Successful and / or liquidation is also returned. Examples of such reasons may include invalid credit card number, invalid personal identification number, wrong expiration date, credit limit exceeded or merchant identifier has been disabled to prevent fraud. In step 5, a response from the credit card validation system is received by the * PVC reception process. In a preferred embodiment, where the present invention is used using a UNIX-like operating system, the PVC receiving process 908 is a child process of the X.25 906 comm process. As indicated in step 6, the PVC receiving process sends the X.25 response message to the validation process 904. The validation process 904 extracts the authorization and the results of the validation of the settlement of the X.25 message and interprets these results with a defined response code that is used by the operator console 126. The validation process 904 adds this response code to the original request message that has been stored from step 2 above. In step 7, the validation process 904 sends the request message with the response code to the UDP 910 sending process. The UDP 906 sending process functions as a communication manager for UDP / IP. In step 8, the UDP 910 sending process sends the request message with the response code to the particular attendant console 126, which sent the original request message in step 1. In a preferred embodiment, the reception process UDP 902, the UDP 910 sending process, the X.25 906 comm process and the PVC 908 receiving process are all communication management processes. As stipulated, the primary logic processing in the validation gate 122 is incorporated into the validation process 904. 1. 521 Example of a Validation Process for the Validation Gateway Figure 10 is a flowchart illustrating a process that can be performed by the validation process 904, in accordance with the preferred embodiment of the present invention. The process begins with step 1002. In step 1002, the validation process 904 receives the request message from the attendant console 126 from the reception process UDP 902. Then, in step 1004, the validation process 904 stores the information of the request message, including the header message containing the address of the attendant console 126 that originated the request. The information is stored in a "pending message" list. In step 1006, the validation process 904 constructs an X.25 message with the required information and sends it to the X.25 comm process 906. At this time, in step 1008, the timer starts. Next, as indicated in step 1010, if a response from the credit card validation system 114 is received before the expiration time of the timer, the control goes to step 1012. In step 1012, the validation process 904 maps the results in an appropriate response code for the attendant console 126. This step usually involves: (1) reading the response message; (2) determination if the authorization or validation of the settlement has been confirmed; (3) determination of reason codes (if any); (4) conversion of data to a response code that is recognized by attendant console 126. Examples of said response codes are "authorization / validation confirmed", "authorization failed due to an invalid personal identification number". The response code is added to the original information of the request that was stored in step 1004. Back to the reference of step 1010, if a response from the credit card validation 114 is not received before the expiration time of the timer, control 1 goes to step 1014. In step 1014, the validation process 904 determines whether the original X.25 request message was sent successfully. If so, the control proceeds to step 1016. In this example, the validation process 904 is programmed in such a way that it assumes that the credit card validation system 114 received the request, but the response is delayed for a reason or other. According to this, in step 1016, the validation process 904 adds a response code indicating a confirmation of the authorization and validation received. This response code will instruct the attendant console 126 to authorize the surcharge of the caller's debit card with the requested amount. As previously described, this method is preferable to resending the request message with the risk of applying a double charge. Returning to the reference in step 1014, if a request message is not sent successfully, perhaps due to failures in the validation gateway 122 link, the validation process 904 assumes that the card validation system Credit 114 never received the request. Thus, in this way, as indicated in step 1018, the validation process 904 adds a response code indicating that the request for authorization has failed. This response code instructs the attendant console 126 to try another validation gate 122 (if multiple gates exist in the preferred embodiment of the present invention), or inform the caller that the credit card authorization request has failed and that a surcharge can not be made at the moment. Next in step 1020, the validation process 904 uses a stored request message from step 1004 and the response codes from steps 1012 to 1016 to create a UDP response message. This response message is sent to the UDP 910 sending process to be delivered to the attendant console 126. This process ends with step 1022. 1. 53 Attendant console 126 Attendant console 126 is a service client provided by advanced intelligent network gate 120 and validation gate 122. In operation, attendant console 126 sends question messages to the advanced intelligent network gateway in such a way that it can obtain call information from the service data point 132. Additionally, the attendant console 126 sends request messages to the validation gate 122 to obtain the authorization and settlement of the charges to the credit card, as described previously. 1. 531 Processes for the attendant console Figure 12 is a block diagram describing examples of the functions that can be performed by the attendant console 126 to provide the operator and customer service services, in accordance with the preferred embodiment of the present invention. Step 1202 represents a telephone call arriving at the attendant console 126. In step 1204, the attendant console determines what type of call is received.

In step 1206, the operator console communicates with the service data point 132 to determine the information related to the transferred telephone call received in step 1202. The branches 1208 and 1210 represent operator and customer service services that can be be performed by the operator console 126. That is, the services 1214-1218 listed under the operator service branch 1208, represent the typical services that are performed by the operator services. Similarly, the services 1220-1236 listed under the customer service branch 1210, represent the typical services that are performed by the services to customers. Accordingly, the services that can be performed by the operator services include termination of call 1214, return to the main menu 1216 and transfer to customer service 1218. Similarly, the services that can be performed by the services to Clients include 1220 call termination, 1226 debit card surcharge, 1228 debit card account upgrade, return to the main menu of automated debit card service 1234 and general customer support 1236. Services that are listed under service 1220 call termination services are alternative call termination services that can be provided. For example, in a modality, a call is terminated by the customer service representative directly as described in service 1222. In another mode, the call is transferred to the operator services when the call is terminated. In yet another embodiment, the attendant console 126 may determine whether the 1222 call terminates directly or transfers it to operator services, depending on certain criteria. For example, the credit card update service 1228 consists of two subservices, called deactivation service 1230 and credit balance service 1232. For example, a deactivation service can be used if a customer exhausts all the credit in his account. debit card and do not want to recharge the debit card account using surcharge service 1226. In another example, an attendant in attendant console 126 can use deactivation service 1230 when a fraud is suspected. Other customer service functions include manual debit card override as described in step 1226, a debit card upgrade 1228, return to the main menu of the switching point and service control 140 as described in point 1234 , and general assistance to clients as described in point 1236. The sub-functions of the card update function 1228 include the deactivation of the debit card 1230 and / or credit balance functions 1232. An example of a use for the 1232 credit balance service occurs when a customer requests information about the balance of their debit card account. Figure 13 describes an example of a process that can be performed by an operator console 126, according to a preferred embodiment of the present invention. The process begins with step 1302. In steps 1302 and 1304, operator console 126 creates the billing detail record (BDR) and the operator service record (OSR), respectively. The control proceeds to step 1306. In step 1306, the attendant console 126 determines whether the call has been transferred from another attendant console 126. This occurs in contrast to a call that has been transferred by the switching and controlling point of the call. service 140 in the smart cover network 104. If step 1306 determines that the call has been transferred from the smart cover network 104, the control goes to step 1308. In step 1308 the attendant console retrieves the transfer key 211 of the "offered call" message, as described above. The control then goes to step 1312 which is subsequently described below. Returning to the reference of step 1306, if it is determined that the call is transferred from another attendant console 126, the control goes to step 1310. In step 1310, attendant console 126 retrieves the transfer key 211 and the reason prior to the transfer from the console transfer package. The console transfer packet is information that is received from another operator console 126 about the transfer of the call and is usually obtained from the initial address message of the signaling system 7 of the transferred call. Thus, in this way, in step 1306 it is determined if the call was transferred by another attendant console 126, instead of step 1308. This occurs because the first attendant console that receives the call transferred directly from the switching point and service control 140, should have extracted the transfer key 211 from the "offered call" message, in a process step similar to that described above with reference to step 1308. Accordingly, if an attendant console 126 advance said call to another operator console 126, the transfer key and the reason for the transfer are advanced through the console's transfer packet. In any case, after the transfer key 211 and the reason for the transfer have been obtained (either from step 1310 or from step 1308), the control goes to step 1312. In step 1312 the attendant console 126 sends a question to the service data point 132, to retrieve the transfer register 213 corresponding to the transfer key 211 obtained from step 1308 or 1310, as described above. The control then proceeds to step 1316. In step 1316 the attendant console 126 determines whether an error response has been received from the service data point 132. An error response may occur each time the service data point 132 is unable to comply with the request for the transfer register 213 of step 1312. For example, if the service data point 132 does not contain the transfer register 213 which corresponds to the transfer key 211 presented in step 1312, respond with an error response. Accordingly, if step 1316 determines that an error response has been received from the service data point 132, the control goes to step 1318. In step 1318, the attendant console 126 displays a message to the attendant It suggests that you inform the client that the service is not available for the time being and that he will try later. After the error indication has been displayed to the attendant in attendant console 126, the control proceeds to step 1320. In step 1320, the billing detail record is updated to reflect an indicator of the appropriate call type. and an indicator of the appropriate billing type. Usually, the billing detail record is used downstream for processing and billing. Once the call type and billing indicators have been updated, the control then goes to step 1324. In step 1324, the attendant consoles update the billing detail record and the process ends as indicated in step 1326. Back with reference to step 1316, if no receipt is received error response via service data point 132, the control goes to step 1328. In step 1328, attendant console 126 retrieves the transfer register from service data point 132. As mentioned above, the transfer key 211 is used as a key to retrieve the transfer register 213 from the service data point 132. Preferably, the transfer register 213 consists of information including an ID service, a transfer reason, an access number used to dial into the service, a personal identification number code (described below) and a destination call number. Once the transfer register 213 has been retrieved, the control goes to process 1330, which is described in Figure 14. Figure 14 is a flowchart describing a process that can be used by the operator console to select a particular application program that is based on the transfer ratio extracted from the transfer register 213. In this example, the transfer ratio can be related to a criterion based on one or more element contained in the transfer register 213, and / or information from the "offered call" message. For example, the "personal identification number" consists of information related to the fact that the customer has entered their personal identification number into the system or not. In this example, a personal identification number code for the "pre-pin" indicates that the customer has not entered their personal identification number. Similarly, a personal identification number code "psst-pin" indicates that the customer has entered their personal identification number and this has been validated by the system. Accordingly, if a personal identification number code indicates "post-pin", a particular application program is executed by attendant console 126, which suggests the attendant complete the debit card call without asking the call to repeat your personal identification number. Similarly, if a personal identification number code indicates "post-pin", a particular application program is executed by attendant console 126, which suggests the operator ask the caller their personal identification number. In this example, another field within the transfer register 213 indicates whether the customer has requested operator service or customer service. Note that in alternative modes, this information can be obtained from the caller's offered call message, as described above. Accordingly, back to the reference in Figure 14, if a transfer ratio consists of the values indicated in decision step 1406, an operator service application program "pre" is executed in attendant console 126. -pin. " If the reason for the transfer does not consist of said control values, it proceeds to step 1408. In step 1408, if the transfer ratio consists of the values indicated in the decision step 1408, an operator is executed in the attendant console 126. "post-pin" customer service program. If the reason for the transfer does not consist of said control values, go to step 1410. In step 1410, if the reason for the transfers indicates that the customer directly dialed the customer service number, it is executed in the attendant console 126 a customer service application program with direct dialing 1411. If the reason for the transfer does not indicate this, the control goes to step 1412. In step 1412, if the reason for the transfer does not consist of the values indicated in decision step 1412, a "pre-pin" operator service application program 1403 is executed in the attendant console 126. If the reason for the transfer contains said values, the control goes to step 1414. In step 1414, if the reason for the transfer consists of the values indicated in the decision step 1414, a "post-pin" operator service application program 1407 is executed in the operator console 126. If the transfer reason does not contain said values, the control proceeds to step 1416. In step 1416, if the reason for the transfers consists of the values indicated in the decision step 1416, a "post-service" customer service application program is executed in the attendant console 126. pin "1407. If the reason for the transfer does not contain said values, an operator service application program is executed by way of the operator console 126. The flow chart presented in Figure 14 illustrates only one axis logic example that can be used to select between different application programs according to the information related to the transferred call. As will be apparent to those skilled in the art, many variations of this logic could be possible, without departing from the main fundamentals disclosed and raised herein -mainly the selection of particular application programs executed in the attendant console 126, according to the context of the transferred telephone call. Accordingly, the examples used herein should not constitute a limit to the scope of the present invention. 1. 532 Detailed Processes for Operator Consoles The following figures, specifically, the Figures 16-42 are flowcharts illustrating functions that can be performed by attendant console 126 according to a preferred embodiment of the present invention. It should be noted that the flow chart described in Figure 12, as described above, is similar to the flow chart described in Figure 16, as described below. Similarly, the flow chart described above in Figure 13 is a composite of the flow diagrams of Figures 19, 20 and 26 below. Additionally, the flow chart described above in Figure 14 is similar to the flow chart described in Figure 20 below. * As stipulated, the flowcharts described in Figures 16-42 are processes that can be performed by the attendant console 126, in accordance with the preferred embodiment of the present invention. The flow chart described in each of Figures 16-42 are described by themselves for those skilled in the art. Accordingly, only a brief description will be presented later for each of the flow diagrams described in Figures 16-42. However, after reading the following brief descriptions and the accompanying flowcharts, it will be apparent to those skilled in the art how to implement such processes in one embodiment of the present invention. Figure 16 describes a flow chart 1602 that shows a high level view of the functions that can be performed by the operator console to provide operator service and customer service. As stipulated, flow chart 1302 is similar to the flow chart described in Figure 12 as described in detail above. Figure 17 shows several processes as described in the flow diagrams of Figures 18-42 that can be used to perform the functions described in Figure 16. Each process described in Figure 17 is represented by a separate flow diagram in a subsequent figure corresponding to the first two digits of the reference number associated with the process. For example, the process diagram "Advanced Intelligent Network Gateway Start" 1802 can be found in Figure 18. Similarly, the flow diagram for the process of "Obtaining Advanced Intelligent Network Transfer Log" 1902 can be found in Figure 19. In a similar manner, Figures 19-42 can consist of process steps that are represented by separate flowcharts described in another figure. Back with reference to Figure 17, the process steps 1802, 1902, 2002 and 2702 are each executed automatically by the operator console 126 without the participation or attention of an operator. The steps of the process begin with step 2902 and below, represent protections that are displayed in such a way as to suggest to the operator to receive information from the caller, and to provide services to the caller. Figure 18 is a flow chart 1802 describing an initial process that can be executed by the attendant console 126 when the call is received. The information for a billing detail record and the operator service record are created in steps 1804 and 1806, respectively. As indicated in step 1808, a process 2602 can be performed to obtain a transfer key 211 for calls that have been transferred from the intelligent network cover 104. On the contrary, if the step 1808 indicates that the call has not been transferred, the step 1810 is executed where a transfer key 211 is derived from the caller's ANI. The control then proceeds to step 1902, which is represented by a flowchart in Figure 19. Figure 19 is a flow chart describing a process 1902 of the attendant console 126 that can be used to obtain a record of transfer 213 of the service data point 132. This is accomplished by sending a question to the advanced intelligent network gate 120, as indicated in step 1904. The term "send question to the transaction capability application part" in the. step 1904 refers to the service of the advanced intelligent network gate 120. That is, a message from the transaction capability application part is sent by the operator console 126 to the advanced intelligent network gate, to be addressed to the service data point 132. In step 1910, the term "CT" refers to the called type indicator and the term "BT" to the billing type indicator. These indicators are usually used for downstream processing such as billing, etc. Figure 20 is a flowchart describing the use of transfer ratios (obtained from transfer register 213), for direct processing in attendant console 126. This flowchart is described in more detail above, with reference to Figure 14. Figures 21-25 are flowcharts that describe processing examples as a result of different specific transfer ratios, as shown in Figure 20. Figure 26 is a flow diagram describing a step in which the attendant console 126 obtains the transfer key 211, for calls that have been transferred from the transfer packet of a console. A console transfer packet is usually obtained from an initial address message of a signaling system 7 of the transferred call. Figures 27-28 are flowcharts describing a process for credit card validation after receiving the account information from the service data point 132. Figure 29 is a flowchart describing examples of the options provided by the operator in the operator console 126 after the credit card has been validated. In this example, the attendant console 126 determines whether the application is to provide an operator or client service. The application program running on attendant console 126 then provides soft keys that allow the operator or customer service representative to press a single key on the operator console keypad 126 to provide the service options. Said service options are shown as processes 3002, 3602, 3902, 4002. For example, as can be seen by means of decision step 2906, if a call has been handled by an operator (according to step 2904), the service options "termination of the call" 3002, "return to the main menu" 3902 and "display information of the card" 4002 are allowed. If, on the other hand, the call has been handled by a customer service representative, the representative determines if the call is originated from outside the country. If not, the service options "call termination" 3002, "manual surcharge" 3102, "update card" 3602, "return to main menu" 3902 and "display card information" are allowed, as indicated at step 2910. In this example, a caller from abroad can not be allowed to recharge the debit card. Figure 30 is a flow chart describing a process that can be used by the attendant console 126 to install a call termination. For call terminations, attendant console 126 first determines if the caller has been processed by an attendant. In this example, the step is performed in such a way that a specific requirement is found to distinguish an operator service from a customer service. As indicated in step 3004, this is achieved by reading the reason for the transfer of the transfer register 213 to determine whether the call has been made directly to customer services. In this example, if the call has been made directly to customer service it is transferred to an attendant console, as indicated in step 3006. On the other hand, if the call was transferred to an attendant from the service switching and control point 140, or the call was transferred to a customer service representative from an attendant console 126 , it is suggested to the operator or the customer service representative that it receives the destination number (step 3005), in such a way that the call is terminated. Figures 31-35 are flowcharts describing a process for the attendant console 126 to perform a manual debit card surcharge. In this example, the term "send question to the transaction capability application part" in step 3104, refers to the validation gateway service 120. That is, a message from the transaction capability application part is sent by the attendant console 126 to the validation gate 120 to be directed to the credit card validation system 114. Figures 36-37 are flowcharts describing a process for the attendant console 126 for updating a debit card account . For example, the attendant console 126 can deactivate a card or retrieve the current balance information. Updates of the debit card account are carried out by means of exchange of messages with the service data point 132. Figure 38 is a flow chart describing a process for the attendant console 126 to install a call which will be transferred to the debit card services main menu at the service control and switching point 140. Figure 39 is a flowchart describing a process for the attendant console 126 to return to the main menu. Figure 40 is a flow chart describing a process for the attendant console 126 for displaying information related to the debit card. Figure 41 is a flow chart describing a process for the attendant console 126 for updating a transfer register 211. Figure 42 is a flow chart describing a process for the attendant console 126 for terminating a call. The present invention can be implemented using a hardware, software or a combination thereof and can be implemented in a computer system or other processing systems. In fact, in one embodiment, the invention is directed towards computing systems capable of carrying out the functionality described herein. An example of a computing service 1501 includes one or more processors such as the processor 1504. The processor 1504 is connected to a communication line 1502. Several software modes were described in terms of this example of a computing system. After reading this description, it will be apparent to those skilled in the relevant art how to implement the invention using other computer systems and / or computational architectures. The computer system 1502 also includes a main memory 1506, preferably random access memory (RAM), and may also include a secondary memory 1508. The secondary memory 1508 may include, for example, a hard disk drive 15 ^ 0 and / or a removable storage disk unit 1512, representing a floppy disk drive, a magnetic tape drive, an optical disk drive, etc. The removable storage disk unit 1512 reads and / or writes to a removable storage unit 1514 in a known manner. The removable storage unit 1514 represents a flexible type disk, magnetic tape, optical disk, etc. which can be read by and written by a removable storage disk unit 1512. As will be appreciated, the removable storage disk unit 1512 includes a usable computing storage medium where the computer software or data is stored. In alternative embodiments, secondary memory 1508 may include other similar means to allow loading into computer system 1501 of computer programs and other instructions. Such means may include, for example, a removable storage unit 1522 and an interface 1520. Examples of these can be included in the cartridge of the program and in the cartridge of the interface (such as those found in the installations of video games), a chip removable memory (such as an EPROM or PROM) and an associated connector, and other removable storage units 1522 and interfaces 1520 that allow software and data to be transferred from the removable storage units 1522 to the computer system 1501. The computer system 1501 may also include a communication interface 1524. The communication interface 1524 allows software and data to be transferred between the computer system 1501 and external facilities. Examples of communications interface 1524 may include a modem, a network interface (such as an Ethernet card), a communications port, a PCMCIA slot and card, etc. The software and the data transferred via the communication interface 1524 are in the form of signals that can be electronic, electromagnetic, optical or other signals capable of being received by the communication interface 1524. These signals 1526 are provided by the communication interface through a channel 1528. This channel 1528 carries 1526 signals and can be implemented using copper or cable wiring, fiber optics, a telephone line, a cell phone link, an LF link or another communication channel. In this document, the terms "computer program mean" and "usable computing means" are used to refer generally to means such as removable storage facilities 1512, a hard disk installed in a hard disk drive 1510, and 1526 signals. Computer program products are the means to provide the software to the computer system 1501. The computer programs (also called computer control logic) are stored in the main memory and / or in the secondary memory 1508. The computer programs they can also be received through the communication interface 1524. Said computer programs, when executed, allow the computer system 1501 to perform the features of the present invention discussed herein. In particular, the computer programs, when executed, allow the processor 1504 to perform the features of the present invention. Accordingly, said counting programs represent controllers of the computing system 1501. In an embodiment where the invention is implemented using software, the software can be stored in a computer program product and uploaded to the computer system 1501 using a unit of removable storage disk 1512, a hard disk drive 1510 or a communications interface 1524. The logical control (software), when executed by means of the processor 1504, causes the processor 1504 to perform the functions of the invention as described in FIG. They described here. In another embodiment, the invention is primarily implemented in hardware using, for example, hardware components such as application-specific integrated circuits (ASICs). The implementation of the hardware state machine, in such a way that it performs the functions described herein, will be evident to those experts in the relevant field. In yet another embodiment, the invention is implemented using a combination of both software and hardware. While several embodiments of the present invention have been described above, it should be understood that they have been presented by way of example only and not limitation. Thus, in this manner, the breadth and scope of the present invention should not be limited by any of the exemplary embodiments described above, but should be defined only in accordance with the following claims and their equivalents.

Claims (20)

1. A system for providing operator and client services for an automated service consisting of: a network switch; an intelligent cover network coupled to said network switch comprising: means for switching in order to receive telephone calls from the clients on said network switch; automated response means for interfacing with said clients to provide said automated services; storage means for storing information related to said clients; and primary communication means for communicating with external facilities of said smart cover network; and an intelligent network comprising: means of distribution for receiving telephone calls from said smart cover network over said network switch and for distributing said telephone calls within said intelligent network; manual means coupled to said distribution means to provide operator services and customer service to said clients; primary interface means for interfacing with said smart cover network; secondary interface means to interface with a credit validation system; and secondary communication means coupled to said distribution means, manual means, primary interface means and secondary interface means for communication within said intelligent network. The system of claim 1, characterized in that said primary interface means is an advanced intelligent network gate (AIN Gateway) coupled between said primary and secondary communication means, said advanced intelligent network gateway having a protocol converter for the conversion between protocols, used by said means of primary and secondary communication. The system of claim 2, characterized in that it further comprises: a communication network coupled between said credit validation system and said secondary interface means. The system of claim 3, characterized in that said secondary interface means is a validation gateway consisting of: a protocol converter for the conversion between protocols, used by said secondary communication means and said communication network. The system of claim 4, characterized in that said switching means and said automated means comprise: an intelligent peripheral (IP) coupled to a switching point and service control (SSCP). The system of claim 5, characterized in that said storage means comprises a service data point (SDP) coupled to said service control and switching point. The system of claim 5, characterized in that the primary communication means is coupled between said advanced intelligent network gate and said switching point and service control. The system of claim 5, characterized in that the primary communication means is coupled between said advanced intelligent network gate and said service data point. The system of claim 5, characterized in that said primary communication means comprises tertiary communication means coupled between said advanced intelligent network gate and said service switching and control point and Quaternary communication means coupled between said intelligent network gate. advanced and said service data point. The system of claim 1, characterized in that said automated means comprise: output means for providing instructions to the clients; primary input means to accept client commands; secondary input means to accept customer data; and control means for controlling said switching means to provide telecommunication services to customers. 11. The system of claim 1, characterized in that said secondary communication means is a local area network (LAN). The system of claim 1, characterized in that said secondary communication means is a wide area network (AN). The system of claim 11, characterized in that said local area network utilizes a loosely oriented UDP / IP connection for communications within said intelligent network. The system of claim 1, characterized in that said manual means consist of a plurality of operator consoles. The system of claim 1, characterized in that said smart cover network provides an automated debit card service. 16. The system of claim 3, characterized in that said communication network is an X.25 network. 17. A method for increasing the automated services in the smart cover network, with operator services and customer service provided by an intelligent network, said method consisting of the following steps: receiving a telephone call from a customer in said network of smart cover; acceptance of commands from said client to transfer said telephone call to said operator services or customer service; generation of a transfer record containing information related to said telephone call, - storing said transfer record in a database coupled to said smart cover network; generation of a transfer key containing information related to said transfer record; transferring said telephone call and said transfer key to an operator console in said intelligent network; in said operator console, communication with said database through the advanced intelligent network gateway (AIN Gateway); in said operator console, retrieving said transfer record from said database by specifying said transfer key in a question to the database; and processing said telephone call to the operator console based on said transfer record. The method of claim 17, characterized in that said processing step further includes the following steps: execution of a particular application program in said operator console based on said transfer register. 19. A computer program product comprising: a computer-usable medium that has a computer logic program stored therein, said computer logic program being to enable the computer to provide service to clients and operator services of an intelligent network to automated services in a smart cover network; characterized in that said computational logic program comprises: means for allowing the computer to receive a telephone call from a customer in said intelligent cover network; means for allowing the computer to accept a command from said client to transfer said telephone call to said operator or customer service services; means for enabling the computer to generate a transfer record that includes information related to said telephone call; means for allowing the computer to store said transfer record in a database coupled to said intelligent cover network; means for allowing the computer to generate a transfer key comprising information related to said transfer records; means for allowing the computer to transfer said telephone call and said transfer key to an operator console in said intelligent network; means for enabling the computer to communicate with said database from said operator console by means of an advanced intelligent network gateway (AIN gateway), - means for allowing the computer to retrieve said transfer record from said database by specifying said transfer key in question database from said operator console; and means for enabling the computer to process said telephone call in said operator console based on said transfer record. The computer program product of claim 18, characterized in that said means for allowing the computer to process said telephone calls includes: means for allowing the computer to execute a particular application program in said operator console based on said record transfer.