WO2005036798A3 - Switchboard for interactive voice response (ivr) services - Google Patents

Switchboard for interactive voice response (ivr) services Download PDF

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Publication number
WO2005036798A3
WO2005036798A3 PCT/US2004/026939 US2004026939W WO2005036798A3 WO 2005036798 A3 WO2005036798 A3 WO 2005036798A3 US 2004026939 W US2004026939 W US 2004026939W WO 2005036798 A3 WO2005036798 A3 WO 2005036798A3
Authority
WO
WIPO (PCT)
Prior art keywords
call
routing
originator
module
interactive voice
Prior art date
Application number
PCT/US2004/026939
Other languages
French (fr)
Other versions
WO2005036798A2 (en
Inventor
Hisao M Chang
Original Assignee
Sbc Knowledge Ventures Lp
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by Sbc Knowledge Ventures Lp filed Critical Sbc Knowledge Ventures Lp
Publication of WO2005036798A2 publication Critical patent/WO2005036798A2/en
Publication of WO2005036798A3 publication Critical patent/WO2005036798A3/en

Links

Classifications

    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q3/00—Selecting arrangements
    • H04Q3/64—Distributing or queueing
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/487—Arrangements for providing information services, e.g. recorded voice services or time announcements
    • H04M3/493—Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/487—Arrangements for providing information services, e.g. recorded voice services or time announcements
    • H04M3/493—Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals
    • H04M3/4938—Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals comprising a voice browser which renders and interprets, e.g. VoiceXML
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/5166—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing in combination with interactive voice response systems or voice portals, e.g. as front-ends
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/527—Centralised call answering arrangements not requiring operator intervention
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/42025—Calling or Called party identification service
    • H04M3/42085—Called party identification service
    • H04M3/42102—Making use of the called party identifier
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
    • H04Q2213/13072—Sequence circuits for call signaling, ACD systems
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
    • H04Q2213/13256—Call screening
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
    • H04Q2213/13377—Recorded announcement

Abstract

The present application discloses a call routing system and a method of communicating with a call originator. The call routing system includes a voice converted data module having an input to receive an incoming call, an interactive voice response dialog module responsive to the voice converted data module; and a call routing module responsive to the voice converted data module. The call routing module is to route the incoming call to a destination. The method of communicating with an originator of a call includes receiving a call at an automated call handling system; performing an evaluation of the call based on a set of business rules; routing the call to an interactive voice response unit based on the evaluation, and in response to the call, automatically scheduling and sending an email to the originator of the call. The email includes a targeted communication message relating to the subject matter of the call.
PCT/US2004/026939 2003-09-26 2004-08-20 Switchboard for interactive voice response (ivr) services WO2005036798A2 (en)

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
US10/672,292 2003-09-26
US10/672,292 US7460652B2 (en) 2003-09-26 2003-09-26 VoiceXML and rule engine based switchboard for interactive voice response (IVR) services

Publications (2)

Publication Number Publication Date
WO2005036798A2 WO2005036798A2 (en) 2005-04-21
WO2005036798A3 true WO2005036798A3 (en) 2005-09-22

Family

ID=34376323

Family Applications (1)

Application Number Title Priority Date Filing Date
PCT/US2004/026939 WO2005036798A2 (en) 2003-09-26 2004-08-20 Switchboard for interactive voice response (ivr) services

Country Status (2)

Country Link
US (2) US7460652B2 (en)
WO (1) WO2005036798A2 (en)

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WO2005036798A2 (en) 2005-04-21
US8090086B2 (en) 2012-01-03
US7460652B2 (en) 2008-12-02
US20050069102A1 (en) 2005-03-31

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