Context retention across multiple calls in a telephone interaction system

• US 20060056612A1
• Filed: 09/10/2004
• Published: 03/16/2006
• Est. Priority Date: 09/10/2004
• Status: Active Grant

• Current Assignee: Microsoft Technology Licensing LLC (Microsoft Corporation)
• Original Assignee: Microsoft Corporation
• Inventors: Ju, Yun-Cheng, Ollason, David G., Bhatia, Siddharth
• Granted Patent: US 7,623,651 B2
• Time in Patent Office: Days
• US Class Current: 379/201.10
• CPC Class Codes: H04M 2203/551 Call history
• CPC Class Codes: H04M 3/42059 Making use of the calling party identifier
• CPC Class Codes: H04M 3/5166 in combination with interactive voice response systems or voice portals, e.g. as front-ends
• CPC Class Codes: H04M 3/5235 Dependent on call type or called number [DNIS]

Abstract

A method of providing information to a user in a telephone interactive system includes receiving a new call. A comparison is then made between an identifier associated with the new call with stored call information pertaining to previous calls. If the identifier associated with the new call matches an identifier associated with a previous call, a subsequent action taken in the new call is based on context information stored from the previous call.

Claims

1. A method of providing information to a user in a telephone interactive system, the method comprising:

receiving a new call; and

comparing an identifier associated with the new call with stored call information pertaining to previous calls, if the identifier associated with the new call matches an identifier associated with a previous call, proceeding with the new call based on context information stored from the previous call, if the identifier associated with the new call does not match an identifier associate with a previous call, record the identifier of the new call in the call information.

2. The method of claim 1 and further comprising recording context information pertaining to the new call.

3. The method of claim 2 wherein recording context information includes recording a progress indicator pertaining to reaching a selected point pertaining to a request related to the new call.

4. The method of claim 3 wherein recording context information includes recording a timestamp associated with the progress indicator.

5. The method of claim 4 wherein recording context information includes repeatedly recording progress indicators and associated timestamps pertaining to reaching selected points pertaining to various actions related to the new call.

6. The method of claim 5 wherein recording context information includes recording other information pertaining to the new call apart from the progress indicators.

7. The method of claim 6 wherein recording context information includes recording information pertaining to an overall request.

8. The method of claim 7 and further comprising if the identifier associated with the new call matches an identifier associated with a previous call, prompting the caller based on context information stored from the previous call.

9. The method of claim 1 wherein the identifier comprises a caller identifier provided by a phone system.

10. The method of claim 1 wherein the identifier is based on information other than the caller identifier provided by the phone system.

11. The method of claim 1 wherein proceeding with the new call based on context information stored from the previous call comprises transferring the new call in a dialing application.

12. The method of claim 1 wherein proceeding with the new call based on context information stored from the previous call comprises rendering information to the caller.

13. A computer-readable medium having instructions for processing calls in a telephone interactive system, the instruction comprising:

receiving a new call;

comparing an identifier associated with the new call with stored call information pertaining to previous calls, if the identifier associated with the new call matches an identifier associated with a previous call, prompting the caller to inquire whether the new call is in relation to context information stored from the previous call, if the caller confirms that the new call is in relation to context information stored from the previous call, taking an action based on the context information stored from the previous call; and

storing context information related to the new call.

14. The computer-readable medium of claim 13 wherein storing context information includes recording a progress indicator pertaining to reaching a selected point pertaining to a request related to the new call.

15. The computer-readable medium of claim 14 wherein storing context information includes recording a timestamp associated with the progress indicator.

16. The computer-readable medium of claim 15 wherein storing context information includes repeatedly recording progress indicators and associated timestamps pertaining to reaching selected points pertaining to various actions related to the new call.

17. The computer-readable medium of claim 15 wherein recording context information includes recording other information pertaining to the new call apart from the progress indicators.

18. The computer-readable medium of claim 15 wherein recording context information includes recording information pertaining to an overall request.

19. The computer-readable medium of claim 13 wherein the identifier comprises a caller identifier provided by a phone system.

20. The computer-readable medium of claim 13 wherein the identifier is based on information other than the caller identifier provided by the phone system.

21. The computer-readable medium of claim 13 wherein proceeding with the new call based on context information stored from the previous call comprises transferring the new call in a dialing application.

22. The computer-readable medium of claim 13 wherein proceeding with the new call based on context information stored from the previous call comprises rendering information to the caller.

24. A computer-implemented method of processing a call in a dialer application, the computer-implemented method comprising:

receiving a new call; and

comparing an identifier associated with the new call with stored call information pertaining to call routing actions of previous calls, if the identifier associated with the new call matches an identifier associated with a previous call, prompting the caller to inquire whether the new call is in relation to context information stored from the previous call, if the caller confirms that the new call is in relation to context information stored from the previous call, taking an action based on the context information stored from the previous call.

25. The computer-implemented method of claim 24 and further comprising recording the identifier and the context information pertaining to the new call.

26. The computer-implemented method of claim 25 wherein recording context information includes recording a timestamp associated with the context information.

27. The computer-implemented method of claim 26 wherein recording context information includes repeatedly recording progress indicators and associated timestamps pertaining to reaching selected points pertaining to various actions related to the new call.

28. The computer-implemented method of claim 24 wherein the identifier comprises a caller identifier provided by a phone system.

29. The computer-implemented method of claim 24 wherein the identifier is based on information other than the caller identifier provided by the phone system.