Incoming Call Classification And Disposition
First Claim
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1. A system for classification and routing of incoming calls comprising:
- a personal virtual assistant hosted on an enterprise communications server that classifies and routes an incoming telephone call from a caller to a callee, the callee comprising a personal virtual assistant user, wherein the incoming telephone call is routed to a telephone communications device or to a computer of the callee based on information received from a contact datastore, information received from a presence server that determines a location of the callee based on computer logon information for the callee and on information from at least one rules datastore; and
the at least one rules datastore comprising enterprise-wide and caller-specific rules for handling the incoming telephone call to the callee.
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Accused Products
Abstract
Incoming calls or other messages are automatically categorized and handled based on information gleaned from one or more of the following sources: user location (available contact modes, available contact devices), user-specified preferences, a dialog with the caller, and direct interaction with the callee over a non-telephonic channel. Based on speech recognition of dialog information with the caller and one or more of presence or location information, static rules and direct callee interaction, the disposition of an incoming call is determined by an automated Personal Virtual Assistant.
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Citations
20 Claims
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1. A system for classification and routing of incoming calls comprising:
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a personal virtual assistant hosted on an enterprise communications server that classifies and routes an incoming telephone call from a caller to a callee, the callee comprising a personal virtual assistant user, wherein the incoming telephone call is routed to a telephone communications device or to a computer of the callee based on information received from a contact datastore, information received from a presence server that determines a location of the callee based on computer logon information for the callee and on information from at least one rules datastore; and the at least one rules datastore comprising enterprise-wide and caller-specific rules for handling the incoming telephone call to the callee. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8)
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9. A method of telephone call classification comprising:
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receiving information about a caller over a first communication channel, wherein the information is gleaned from an automated speech recognition (ASR) processed dialog with the caller during a telephone call; using the received information to classify the caller and to ascertain access privileges of the caller to the callee based on caller-specific rules for the callee; retrieving a location of the callee based on presence information; initiating a second communication channel based on the location of the callee, wherein the callee is prompted for call disposition information. - View Dependent Claims (10, 11, 12, 13, 14)
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15. A computer-readable storage medium comprising computer-executable instructions that when executed cause a computer environment to:
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receive information about a caller making a telephone call to a callee over a first communication channel, wherein the information is gleaned from an automated speech recognition (ASR) processed dialog with the caller; retrieving a location of the callee based on presence information retrieved from computer logon information or active process information; handling the telephone call based on caller-specific rules in a datastore for the callee. - View Dependent Claims (16, 17, 18, 19, 20)
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Specification