Call processing system with call screening

a call processing system and call processing technology, applied in the field of call processing system with call screening, can solve the problems of statistical analysis and unique caller input format selection, low geographic accuracy of information collected to date about a calling party by the telephone system, and inability to accurately represent the geographic location of the calling party, etc., to achieve greater routing definition, less travel time, and more geographic precision

Inactive Publication Date: 2005-12-29
CONVERGYS CMG UTAH
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

However, in reality, the extent of information that has been collected to date about a calling party by the telephone system is quite low.
ANI is not always a good geographic representation: for example, when a call is routed through a private network before it reaches the “Public Telephone Network”, the ANI may have no relationship with the physical location or approximate identity of the caller.
Furthermore, the Dialed Number does not always indicate the specific purpose of the call and the best way to always answer the call.
The known, limited network information can lead to less than accurate call limitation, statistical analysis and unique caller input format selection.
As stated above, known use of telephone network data and / or switch data is very imprecise as to whom is calling.

Method used

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  • Call processing system with call screening
  • Call processing system with call screening
  • Call processing system with call screening

Examples

Experimental program
Comparison scheme
Effect test

example # 1

Example #1

[0365] Electronic transcription for 80-90% of the Callers. A Caller dials a number (800, POTS, etc.) to request literature on a product (or Service). The program describes the product and the literature that is to be sent and then asks the Caller to first speak (and / or touch tone) the 10 digit phone number to where the literature that describes the product is to be mailed (sent). The program accesses the street address database by ANI to see if the street address is already known and whether the address is residential, business at home, or commercial.

Assume a business at home address is returned by the database:

[0366] The program would explain to the Caller that it believes it already has the address for the number given, and if the Caller would confirm the street number, i.e. the Caller's street number is “1190” yes / no and the Caller's ZIP Code is “43081” yes / no. Since the database has over 90% of the residential addresses and business at home addresses for ANI's, if t...

example # 2

Example #2

[0368] Similar to Example #1 above, assume that the number given is a residential phone number which is looked up and confirmed by the Caller, but additional information is asked from the Caller, such as a marketing survey (where ad was seen, quality of ad, first time product ever considered) and other responses are collected. These responses may be through key word voice recognition, touch tone input, and / or words spoken by the Caller that are later transcribed. For the data type response such as touch tone and / or voice recognition, this data is added to the already stored name and address data for this call which is already in electronic form. The use of the ANI keyed database and the confirmation of the data saves the Caller time in responding to questions to collect data that is available from an ANI keyed database.

[0369] In Example #2 above, assume that some of the data collected from the Caller was collected as spoken audio in the Caller's voice. In addition, the sp...

example # 3

Example #3

[0370] The phone number supplied by the Caller is retrieved by the ANI keyed database as a business, or is not found in the database, or the Caller rejects the address retrieved by the database—in these cases the phone number given would be treated just as data and the Caller would need to provide all data (i.e. name, address, city, state, ZIP) plus any other data to be collected. This data may be recorded in the Caller's voice for later transcription in combination with data collected by the call processor through touch tone input, voice recognition, etc., and the different data sets may again be linked using a “unique key” described in Example #2 above, or the call may be transferred to a live agent which would ask, and may on-line transcribe and summarize, the Caller's inputs.

[0371] For many databases, the Caller's ANI (or the Calling Number) is not the significant data item. For many applications, knowing the true Caller identifier and then validating this number is o...

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PUM

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Abstract

A system is described in which call processing considers unique information about the call to better serve the caller and / or to enable the called party to more efficiently handle the call. In one embodiment, the unique information considered by the call processor is information indicator digits, which may indicate to the called party whether to accept the call before the voice portion of the call is initiated.

Description

[0001] This application is a continuation of application Ser. No. 08 / 633,507, filed Apr. 17, 1996.[0002] The present invention relates generally to the science of telecommunications. Particularly, the present invention relates to a system for providing screening information about the calling party and / or call origination party. The system uses enhanced network information and / or switch information to select a multi-input template. The enhanced network information and / or switch information in many instances nullifies the importance or relevance of Calling Number (ANI) and Dialed Number (DNIS) in a call processing environment. BACKGROUND AND SUMMARY OF THE INVENTION [0003] For many years the telephone system in general has known certain information about the phone from which a call has been made. For example, the telephone system has known what area code the call was placed from, the long distance carrier of the phone call, and even the approximate geographic location for a non-mobile...

Claims

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Application Information

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Patent Type & Authority Applications(United States)
IPC IPC(8): H04M1/64H04M3/42H04M3/436H04M3/51H04M7/00H04Q3/70H04Q3/72
CPCH04M3/42042H04M3/42059H04M3/436H04M3/5166H04M2203/2011H04Q2213/13377H04Q3/70H04Q3/72H04Q2213/13091H04Q2213/13097H04M2242/22
Inventor SCHERER, GORDON F.
Owner CONVERGYS CMG UTAH
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