Automated call management
First Claim
1. A method of managing a call having associated data representing call transport information, comprising:
- triggering a first policy based on the data;
selecting, based on the first policy, at least a first lexicon comprising a plurality of keywords;
comparing at least a first portion of the call to the first lexicon to identify keywords matched by the first portion of the call;
invoking a second policy based on the matched keywords; and
taking an action specified by the second policy.
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Accused Products
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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Citations
20 Claims
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1. A method of managing a call having associated data representing call transport information, comprising:
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triggering a first policy based on the data;
selecting, based on the first policy, at least a first lexicon comprising a plurality of keywords;
comparing at least a first portion of the call to the first lexicon to identify keywords matched by the first portion of the call;
invoking a second policy based on the matched keywords; and
taking an action specified by the second policy. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11)
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12. A system for managing a call having associated data representing call transport information, comprising a computer configured to:
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trigger a first policy based on the data;
select, based on the first policy, at least a first lexicon comprising a plurality of keywords;
compare at least a first portion of the call to the first lexicon to identify keywords matched by the first portion of the call;
invoke a second policy based on the matched keywords; and
take an action specified by the second policy. - View Dependent Claims (13, 14, 15, 16, 17, 18)
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19. A computer program product for managing a call having associated data representing call transport information, comprising a computer usable medium having machine readable code embodied therein for:
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triggering a first policy based on the data;
selecting, based on the first policy, at least a first lexicon comprising a plurality of keywords;
comparing at least a first portion of the call to the first lexicon to identify keywords matched by the first portion of the call;
invoking a second policy based on the matched keywords; and
taking an action specified by the second policy. - View Dependent Claims (20)
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Specification