System and method for providing language translation services in a telecommunication network

摘要

A system for providing language translation services among a call taker at a call receiving station speaking a first language, a caller placing a request call from a call origin speaking a second language, and a translation service comprises: (a) a call distribution facility at the receiving station that transfers the call to a second-language call taker at the receiving station according to distribution rules; and (b) an information store coupled with the receiving station that contains information relating to selected call origins. The distribution rules are applied according to information received from the information store. The system may further comprise: (c) a translation agency remote from the receiving station that includes a second-language-proficient translator; and (d) a call-initiating facility at the receiving station for contacting the translation agency in selected circumstances. The call-initiating facility provides predetermined identification data required by the translation agency substantially immediately upon effecting the contact. The method comprises the steps of: (a) providing a call distribution facility that transfers request calls to a second-language call taker at the receiving station according to distribution rules; (b) providing an information store with information relating to selected call origins; the predetermined distribution rules are applied according to information received from the information store; (c) providing a translation agency remote from the receiving station that includes second-language-proficient translators; and (d) providing a call-initiating facility at the receiving station for contacting the translation agency in selected circumstances.