Automated call management

Details Automated call management Automated call management

2004-07-01

2008-11-25

Gauthier, Gerald (Department: 2614)

Telephonic communications

Audio message storage, retrieval, or synthesis

Voice activation or recognition

C379S201010, C379S207010, C704S270000, C709S224000

Reexamination Certificate

active

07457396

ABSTRACT:
A method, article of manufacture, and apparatus for automated processing of an auditory communication is disclosed. In an embodiment, this comprises receiving the auditory communication with call transport information, triggering a first policy based on the data, and selecting, based on the first policy, at least a first lexicon comprising a plurality of keywords. A first portion of the call is compared to the first lexicon to identify keywords matched by the first portion of the call, and a second policy is invoked based on the matched keywords. The action(s) specified by the second policy is taken. Actions may include termination of the call, joining a third party, archiving the call, changing a characteristic of the call, or further processing using another lexicon.

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