Automated call routing

Details Automated call routing Automated call routing

2005-09-20

2005-09-20

Tieu, Benny (Department: 2642)

Telephonic communications

Plural exchange network or interconnection

C379S088010, C379S201020

Reexamination Certificate

active

06947539

ABSTRACT:
Automated call routing systems and methods are described. In one implementation, a speech recognition directory system facilitates the routing of callers based upon stored results of recent disambiguations, which may be stored in heuristic profiles that are associated with callers. Instead of requiring a caller to process a series of disambiguation attempts, in which secondary information is presented for the caller's approval, this call routing scheme leverages the fact that the user is likely seeking a person they've previously contacted. In large directories, this call routing scheme improves the speed of the transaction and eliminates the frustration of the disambiguation process. Rather than pursuing a disambiguation process with the caller, the call routing system may immediately announce the transfer. The caller may abort the process if the selected call destination is incorrect. In some implementations, if the caller selects a call destination that is not within the caller's associated heuristic profile, the new selection is added to the caller's associated heuristic profile in FIFO fashion. The heuristic profile may be configurable, allowing a limited, or more extensive, repository of past caller selections.

REFERENCES:
patent: 6167117 (2000-12-01), Will
patent: 6173266 (2001-01-01), Marx et al.
patent: 6269153 (2001-07-01), Carpenter et al.
patent: 6404876 (2002-06-01), Smith et al.
patent: 6421672 (2002-07-01), McAllister et al.

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