System and method for routing calls

• US 20080008308A1
• Filed: 12/06/2004
• Published: 01/10/2008
• Est. Priority Date: 12/06/2004
• Status: Active Grant

• Current Assignee: Sbc Knowledge Ventures, L.P.
• Original Assignee: Sbc Knowledge Ventures, L.P.
• Inventors: Bushey, Robert, Knott, Benjamin, Korth, Sarah
• Granted Patent: US 7,864,942 B2
• Time in Patent Office: Days
• US Class Current: 379/221.01
• CPC Class Codes: H04M 3/5166 in combination with interactive voice response systems or voice portals, e.g. as front-ends

Abstract

A method and system of routing calls. In a particular embodiment, the method includes prompting a caller of a call for caller information with a first system. The first system has a first interface characteristic. The method further includes selecting a destination for the call based on the caller information. The destination has a second interface characteristic. The method also includes identifying a call interface characteristic change based on a difference between the first characteristic and the second characteristic, and advising the caller of the call interface characteristic change prior to routing the call.

Claims

1. A method of routing calls comprising:

prompting a caller of a call for caller information with a first system, the first system having at least a first interface characteristic;

selecting a destination for the call based on the caller information, the destination having at least a second interface characteristic;

identifying a difference between the at least first characteristic and the at least second characteristic; and

advising the caller of the at least second characteristic prior to routing the call to the destination.

2. The method of claim 1, wherein the at least first interface characteristic includes at least one of a channel, a modality and a persona.

3. The method of claim 1, wherein the at least second interface characteristic includes at least one of a channel, a modality and a persona.

4. The method of claim 2, wherein the channel is one of a live agent and a recorded voice.

5. The method of claim 2, wherein the modality is one of speech or touch-tone.

6. The method of claim 2, wherein the persona is a first digital voice personality or a second voice personality.

7. The method of claim 3, further comprising transmitting caller data with the call.

8. The method of claim 3, further comprising notifying the caller of forthcoming events.

9. The method of claim 1, further comprising referencing a table to determine the difference.

10. The method of claim 2, further comprising selecting a method of transferring the call based on the channel, modality and persona.

11. The method of claim 1, further comprising selecting a first prompt based on the first interface characteristic.

12. A system comprising:

a voice-generation module to prompt a caller of a call, the voice-generation module having a first interface characteristic;

a processor to select a call destination from a plurality of call destinations based on a caller'"'"'s response to the prompt, the selected call destination having a second interface characteristic; and

memory configured to store a message based on the second interface characteristic, the message to be provided to the caller to explain a change between the first interface characteristic and the second interface characteristic that will be encountered by the caller.

13. The system of claim 12, wherein the processor selects the message based on a difference between the first interface characteristic and the second interface characteristic.

14. The system of claim 12, wherein the first interface characteristic is a voice recognition input and the second interface characteristic is a touch tone input.

15. The system of claim 12, wherein the first characteristic is a digitally synthesized voice and the second characteristic is a live human voice.

16. The system of claim 12, wherein the first characteristic is a female voice and the second characteristic is a male voice.

17. The system of claim 12, wherein the prompt is performed consistent with the first interface characteristic.

18. A method of routing calls comprising:

receiving a call from a caller;

prompting the caller for information using a dialog based system, the dialog based system having a first channel, a first modality, and a first persona;

determining a destination for the call, the destination having a second channel, a second modality and a second persona;

notifying the caller of the second channel;

notifying the caller of the second modality;

notifying the caller of the second persona; and

routing the call to the destination, wherein the caller is notified of the second channel, the second modality, and the second persona after the destination is determined and before the call is routed to the destination.

19. The method of claim 18, wherein the caller is advised of the second channel, the second modality, and the second persona prior to a transfer of the call to the destination.

20. The method of claim 18, further comprising:

determining the second channel from a destination characteristics table;

determining the second modality from the destination characteristics table;

determining the second personal from the destination characteristics table; and

determining a message from the destination characteristics table to communicate to the caller to notify the caller of the second channel, the second modality, and the second persona.