Patent ID: 6044142
Filing Date: 2000-03-28
Classification: H04M,H04Q

Abstract:
A method for providing telecommunications services, comprising the steps of:detecting a call in an intelligent network from a party requesting a telecommunications service;processing the call and providing an intelligent network service using service logic and resources in the intelligent network domain;the intelligent network service logic determining that the call requires the assistance of a human operator in a call center domain outside of the intelligent network domain;the intelligent network service logic establishing a cooperative request processing session with call center service logic using a control communications path between the intelligent network domain and the call center domain;the intelligent network service logic and the call center service logic cooperatively processing and providing service to the call using service logic and resources both in the intelligent network domain and in the call center domain during the cooperative request processing session;the call center service logic using the cooperative request processing session to request the intelligent network service logic to connect the voice path of the call to a telephony network destination within the call center domain associated with the human operator;the human operator using an operator workstation application to provide an operator-assisted service to the call and to return information to the call center service logic; andthe call center service logic returning the information to the intelligent network service logic using the cooperative request processing session and requesting the intelligent network service logic to disconnect the voice path of the call from the human operator's telephony network destination.