Method and System for Incoming Call Management
First Claim
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1. A method of managing an incoming call to a service subscriber, comprising:
- performing at least one real-time function test on a call offer message associated with the incoming call to build a signature for the incoming call; and
using information associated with the signature to make an incoming call management decision to determine a treatment for the incoming call.
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Abstract
A method and system for automatic incoming call management uses function test results to build call signatures that are stored for later use in incoming call analysis. The function test results are used to compute a suspect score and confidence level associated with each incoming call, and are also used for making incoming call management decisions. A call treatment is selected based on the function test results and/or the computed suspect score and confidence level.
247 Citations
20 Claims
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1. A method of managing an incoming call to a service subscriber, comprising:
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performing at least one real-time function test on a call offer message associated with the incoming call to build a signature for the incoming call; and using information associated with the signature to make an incoming call management decision to determine a treatment for the incoming call. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13)
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14. A call director for making incoming call management decisions respecting incoming calls for subscribers to an incoming call management service, the call director comprising:
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at least one interface for receiving call control messages associated with the incoming calls; at least one interface for querying a signatures database; program instructions for performing function tests associated with various call states of the incoming calls; program instructions for building a signature associated with each of the incoming calls using results of the function tests; and program instructions for making incoming call management in decisions using information associated with the function test results.
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15. A system for providing an incoming call management service, comprising:
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a call director for receiving call control messages respecting incoming calls to subscribers of the incoming call management service, performing function tests associated with various call states of the incoming calls, building a call signature associated with each incoming call using the function test results, and making incoming call management decisions based on the function test results; a subscriber'"'"'s preferences database for storing subscriber preference information also used by the call director in making the call management decisions; and a signatures database for storing selected signatures built by the call director.
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- 16. The system as claimed in claim 16 further comprising a call state database for storing the call signatures and other information about incoming calls required by the call director, while the incoming calls are being tracked by the call director.
Specification