Grape Technology Group, Inc.

Metro One Telecommunications, Inc.

Michael T Samudio

Timothy A Timmins

Nicholas J Elsey

Michael A Kepler

A communications system for providing a service includes an interface configured to receive a directory assistance communication from a requester seeking a desired listing from among a plurality of available desired listings. A processor is configured to obtain a stored profile associated with the requester, the profile including at least one delivery preference set by the requester relating to the format in which said requester desires to have the desired listing delivered to them. A device configured to provide a communication listing associated with the desired listing to the requester, in response to the directory assistance request, in accordance with the preference proscribed by the requester in the profile and then connecting the requester to a second communication listing associated with the desired listing.

Technique for providing personalized information and communications services

A user may utilize a communication device, e.g., a wireless phone, mobile device or personal digital assistant (PDA), to contact an information/call center where an operator provides personalized information and communications services to the user in accordance with the invention. Such services include, e.g., providing listing information, contacts information, appointments information, etc. To provide effective connectivity, for example, when a user locates a phone number in his/her private directory using a web browser, the user may utilize a direct connect feature of the invention to initiate a phone call to the desired number over the Internet. In addition, the invention allows for delivery of the appointments information to the user not only via voice connection, but also SMS, email, facsimile, PDA, etc. It also allows for rendering a calendaring service in combination with such services as a TeleConcierge&#xae; service which helps the user to plan a future event, e.g., making a restaurant reservation. An appointment record concerning the future event is automatically incorporated into the user's calendar once it is successfully planned. To personalize the services, at least one profile associated with the user is used which specifies the subscribed services and the preferred ways of receiving them. For example, the profile may specify use of a special skilled operator, methods of delivery of information to the user, etc.

Telephone users desiring directory assistance services are connected via standard telephone procedures to a directory assistance provider, such as an operator. An operator provides the destination number and initiates a connection to that number. Once that connection is initiated, the connection is monitored for the occurrence of a predetermined condition, such as a busy signal. If no such condition is detected, the caller proceeds with the call in the normal manner. If, however, such a condition is detected, the caller is automatically transferred to a directory assistance provider for further help. In addition, a pool of operators/agents capable of receiving the request for concierge-like services generate an electronic ticket representing such request. A pool of fulfillment agents capable of receiving the electronic ticket engage in such action as necessary to fulfill the request. The agents are networked to directory assistance and concierge databases and to third-party providers of concierge services to facilitate the process.

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Tigard, OR, United States of America

Michael T Samudio