Method, system, and computer-readable media for performing speech recognition of indicator tones

• US 20030118174A1
• Filed: 01/24/2002
• Published: 06/26/2003
• Est. Priority Date: 12/21/2001
• Status: Active Grant

• Current Assignee: West Corporation
• Original Assignee: West Corporation
• Inventors: Steinbeck, Michelle L.
• Granted Patent: US 6,819,758 B2
• Time in Patent Office: Days
• US Class Current: 379/266.07
• CPC Class Codes: H04M 2201/40 using speech recognition
• CPC Class Codes: H04M 2201/60 Medium conversion
• CPC Class Codes: H04M 3/4874 Intercept announcements
• CPC Class Codes: H04M 3/5158 in combination with automated outdialling systems devices for signalling identity of wanted subscriber H04M1/26
• CPC Class Codes: H04M 3/52 Arrangements for routing dead number calls to operators

Abstract

An automated method for conducting an outdial telephone campaign, with the method comprising at least the following. At least one target telephone number is selected from a plurality of target telephone numbers, and the at least one target telephone number is dialed. A status resulting from the dialing is identified, including receiving an indicator signal, such as an SIT tone, resulting from the dialing of the at least one target telephone number and a message associated with the indicator signal, and automatically converting the message to a text equivalent. The status is associated with the at least one target telephone number. The above steps are repeated until the outdial campaign is complete. Apparatus, systems, and computer- or machine-readable media for performing the above method are also disclosed.

Claims

1. An automated method for conducting an outdial telephone campaign, the method comprising at least the following:

a) selecting at least one target telephone number from a plurality of target telephone numbers;

b) dialing the at least one target telephone number;

c) identifying a status resulting from the dialing, wherein identifying a status includes;

receiving an indicator signal resulting from the dialing of the at least one target telephone number and a message associated with the indicator signal; and

automatically converting the message to a text equivalent;

d) associating the status with the at least one target telephone number; and

e) repeating a) through d) until the outdial campaign is complete.

2. The method of claim 1, further comprising receiving a list containing the plurality of the target telephone numbers.

3. The method of claim 2, wherein receiving a list includes receiving a list from a client of a teleservices firm.

4. The method of claim 2, wherein receiving a list includes receiving a list from an entity other than a client of a teleservices firm.

5. The method of claim 1, wherein dialing at least one target telephone number includes dialing the at least one target telephone number using a public switched telephone network.

6. The method of claim 1, wherein dialing a number includes dialing the target telephone number using Voice Over IP technology.

7. The method of claim 1, wherein identifying a status includes assigning a first status to a call if the call to the target telephone number was successfully connected, and assigning a second status to a call if the call to the target telephone number is not successfully connected.

8. The method of claim 7, wherein the assigning is done in response to the indicator signal.

9. The method of claim 1, wherein converting the message includes executing a speech recognition algorithm on the message to produce the text equivalent.

10. The method of claim 1, wherein associating the status includes populating a computer based data structure with data related to the target telephone number being dialed.

11. The method of claim 10, wherein associating the status includes populating computer based data structures storing data respectively for calls that are placed successfully and for calls that are placed unsuccessfully.

12. The method of claim 11, wherein populating includes inserting data corresponding to the message.

13. The method of claim 1, further comprising reporting the results associated with at least a first plurality of the numbers to an entity that provided the list of target telephone numbers.

14. The method of claim 1, wherein identifying a status resulting from the dialing includes receiving an SIT signal resulting from the dialing of the at least one target telephone number and a message associated with the SIT signal.

15. A program storage device readable by a machine, tangibly embodying a program of instructions executable by the machine to perform a method for conducting an outdial telephone campaign, the method comprising at least the following:

a) selecting at least one target telephone number from a plurality of target telephone numbers;

b) requesting a dialing of the at least one target telephone number;

c) identifying a status resulting from the dialing, wherein identifying a status includes;

receiving an indicator signal resulting from the dialing of the at least one target telephone number and a message associated with the indicator signal; and

requesting an automatic conversion of the message to a text equivalent;

d) associating the status with the at least one target telephone number; and

e) repeating a) through d) until the outdial campaign is complete.

16. The program storage device of claim 15, wherein identifying a status resulting from the dialing includes receiving an SIT signal resulting from the dialing of the at least one target telephone number and a message associated with the SIT signal.

17. Apparatus for conducting an outdial telephone campaign, the apparatus comprising at least the following:

a) means for selecting at least one target telephone number from a plurality of target telephone numbers;

b) means for requesting a dialing of the at least one target telephone number;

c) means for identifying a status resulting from the dialing, wherein the means for identifying a status includes;

means for receiving an indicator signal resulting from the dialing of the at least one target telephone number and a message associated with the indicator signal; and

means for requesting an automatic conversion of the message to a text equivalent;

d) means for associating the status with the at least one target telephone number; and

e) means for repeating a) through d) until the outdial campaign is complete.

18. The apparatus of claim 17, wherein the means for identifying a status resulting from the dialing include means for receiving an SIT signal resulting from the dialing of the at least one target telephone number and a message associated with the SIT signal.

19. A system for conducting an outdial telephone campaign, the system comprising at least the following:

a first data store containing a plurality of target telephone numbers;

an application program executing on a general purpose computer system, communicating with the first data store and the speech recognition engine, and being configured to perform a method including at least the following;

a) receiving at least one target telephone number from the first data store;

b) requesting a dialing of the at least one target telephone number;

c) identifying a status resulting from the dialing, wherein identifying a status includes;

receiving an indicator signal resulting from the dialing of the at least one target telephone number and a message associated with the indicator signal; and

requesting an automatic conversion of the message to a text equivalent;

d) associating the status with the at least one target telephone number; and

e) repeating steps b) through d) until the outdial campaign is complete;

an automated dialer communicating with the application program to receive a request to dial the at least one target telephone number and being adapted to;

dial the at least one target telephone number in response to the request;

receive a signal representing the status resulting from the dialing; and

send the signal to the application program;

a speech recognition engine adapted to convert automatically an input speech waveform into a corresponding text equivalent in response to a request from the application program; and

at least a second data store communicating with the application program and storing data corresponding to the status resulting from the dialing.

20. The system of claim 19, wherein the method performed by the application program includes receiving an SIT signal resulting from the dialing of the at least one target telephone number and a message associated with the SIT signal.