VOICE-ACTIVATED GEOGRAPHICALLY BASED TELEPHONE ROUTING SYSTEM AND METHOD

• US 20090225959A1
• Filed: 05/11/2009
• Published: 09/10/2009
• Est. Priority Date: 04/14/1998
• Status: Abandoned Application

• Current Assignee: Alaven Incorporated
• Original Assignee: Alaven Incorporated
• Inventors: Sierra, Juan F., Neville, Daniel E.
• Application Number:
  US12/463,513
• Publication Number:
  US 20090225959A1
• Time in Patent Office: Days
• US Class Current: 379/88.10
• CPC Class Codes: H04M 2201/40 using speech recognition speech recognition per se G10L15/00
• CPC Class Codes: H04M 2242/14 with services dependent on location where the service is an information service H04M2242/15; services independent of location H04M3/42229
• CPC Class Codes: H04M 2242/30 Determination of the location of a subscriber
• CPC Class Codes: H04M 3/42229 Personal communication services, i.e. services related to one subscriber independent of his terminal and/or location diverting calls from one subscriber to another subscriber, i.e. two different subscriptions H04M3/54; selecting arrangements in intelligent networks H04Q3/005
• CPC Class Codes: H04M 3/42306 Number translation services, e.g. premium-rate, freephone or vanity number services

Abstract

A method and system for determining, through voice recognition, the geographic location of the initiator of a telephone call. The initiator dials a specified telephone number and is connected to a computer system. The telephone number dialed is used in a system that requires knowledge of the initiator'"'"'s location to determine the recipient of the call. The system asks the initiator one of a series of questions, those questions designed by the user of the system (client) to determine which one of a plurality of recipients should receive the call. The initiator'"'"'s verbal response to each question is digitized using speech recognition technology. The system uses each digitized response to either assign a locational designator to the call or to ask more definitive questions. At the point where the answers have satisfied the client'"'"'s location determination, the point of call origination is determined and a locational designator is assigned to the initiator. The locational designator generated by the system can be correlated to a number of geographic designations, such as postal indicators (e.g., zip code, zip+4, postal code), major and minor civil divisions, latitude and longitude, geographic boundaries, political boundaries or client-defined geography such as service areas, sales territories, or delivery territories. The locational designator of the initiator is used in place of the ANI in location-based call routing systems. As a result of such correlation, this invention is particularly useful for cellular telephones, non-stationary communications devices, emergency services, dealer locator systems, and delivery services, or any application where the initiator is connected to one of a plurality of recipients based on matching the initiator'"'"'s location to client-defined criteria, including wherein a recipient'"'"'s number is a local telephone number. The locational designator may be defined by a point, a line, a geographic area, an intersection, or by client-defined criteria.

Claims

1-72. -72. (canceled)

73. A method for routing a call without a corresponding automatic number identification (ANI) usable for determining a locational designator of the call, including when the call originates from a non-stationary device used by a caller, the call being directed to a common telephone number for a plurality of potential recipients in different defined territories, the method comprising:

activating a logical script for questioning the caller;

processing at least one response from the caller using voice-recognition;

continuing questioning the caller using the logical script until the locational designator of the call has been determined;

correlating the locational designator of the call to a corresponding defined territory from among the different defined territories; and

identifying a telephone number for a recipient from among the plurality of potential recipients based upon the corresponding defined territory.

74. The method according to claim 73 further comprising verifying the at least one response.

75. The method according to claim 73 wherein the ANT is incomplete.

76. The method according to claim 73 wherein the non-stationary device comprises a non-stationary phone.

77. The method according to claim 73 wherein the ANI is absent.

78. The method according to claim 73 wherein the non-stationary device has a non-stationary classification for a wireless device.

79. The method according to claim 73 wherein the non-stationary device has a non-stationary classification for a modem.

80. The method according to claim 73 wherein the non-stationary device has a non-stationary classification for a call originating from a device other than a land-line phone.

81. The method according to claim 73 wherein the locational designator is determined prior to operator intervention.

82. The method according to claim 73 wherein the call without the corresponding ANI usable for determining the locational designator of the call further includes when the call originates from a device using voice over Internet Protocol (VoIP).

83. The method according to claim 73 wherein the non-stationary device has a non-stationary classification for an Internet protocol (IP) device.

84. The method according to claim 73 wherein the call without the corresponding ANI usable for determining the locational designator of the call further includes when the call originates from a device using an IP device.

85. A method for routing a call directed to a common telephone number for a plurality of potential recipients in different defined territories, the method comprising:

determining whether the call has a corresponding automatic number identification (ANI) usable for determining a locational designator of the call, including when the call originates from a non-stationary device used by a caller;

activating a logical script for questioning the caller;

processing at least one response from the caller using voice-recognition;

continuing questioning the caller using the logical script until the locational designator of the call has been determined;

correlating the locational designator of the call to a corresponding defined territory from among the different defined territories; and

identifying a telephone number for a recipient from among the plurality of potential recipients based upon the corresponding defined territory.

86. The method according to claim 85 further comprising verifying the at least one response.

87. The method according to claim 85 wherein the ANI is incomplete.

88. The method according to claim 85 wherein the non-stationary device comprises a non-stationary phone.

89. The method according to claim 85 wherein the ANI is absent.

90. The method according to claim 85 wherein the call without the corresponding ANI usable for determining the locational designator of the call further includes when the call originates from a device using voice over Internet Protocol (VoIP).

91. A system for call routing comprising:

means for receiving calls to a common telephone number for a plurality of potential recipients in different defined territories; and

means for routing a call without a corresponding automatic number identification (ANI) usable for determining a locational designator of the call, including when the call originates from a non-stationary device used by a caller, by at least

activating a logical script for questioning the caller,

processing at least one response from the caller using voice-recognition,

continuing questioning the caller using the logical script until the locational designator of the call has been determined,

correlating the locational designator of the call to a corresponding defined territory from among the different defined territories, and

identifying a telephone number for a recipient from among the plurality of potential recipients based upon the corresponding defined territory.

92. The system according to claim 91 wherein said means for routing is also for verifying understanding of the at least one response.

93. The system according to claim 91 wherein said means for routing is also for determining whether the non-stationary device has a non-stationary classification for a wireless device.

94. The system according to claim 91 wherein said means for routing is also for determining whether the non stationary device has a non-stationary classification for a modem.

95. The system according to claim 91 wherein said means for routing is also for determining whether the non-stationary device has a non-stationary classification for a call originating from a device other than a landline phone.

96. The system according to claim 91 wherein said means for routing is also for determining whether a device being used for the call comprises a voice over Internet Protocol (VoIP) device.

97. A system for call routing comprising:

an input module for receiving calls to a common telephone number for a plurality of potential recipients in different defined territories; and

a processor cooperating with said input module for routing a call without a corresponding automatic number identification (ANI) usable for determining a locational designator of the call, including when the call originates from a non-stationary device used by a caller, by at least

activating a logical script for questioning the caller,

processing at least one response from the caller using voice-recognition,

continuing questioning the caller using the logical script until the locational designator of the call has been determined,

correlating the locational designator of the call to a corresponding defined territory from among the different defined territories, and

identifying a telephone number for a recipient from among the plurality of potential recipients based upon the corresponding defined territory.

98. The system according to claim 97 wherein said processor is also for verifying understanding of the at least one response.

99. The system according to claim 97 wherein said processor is also for determining whether the non-stationary device has a non-stationary classification for a wireless device.

100. The system according to claim 97 wherein said processor is also for determining whether the non-stationary device has a non-stationary classification for a modem.

101. The system according to claim 97 wherein said processor is also for determining whether the non-stationary device has a non-stationary classification for a call originating from a device other than a landline phone.

102. The system according to claim 97 wherein said processor is also for determining whether a device being used for the call comprises a voice over Internet Protocol (VoIP) device.

103. A method for routing a call without a corresponding automatic number identification (ANI) usable for determining a locational designator of the call originating from a device used by a caller, the call being directed to a common telephone number for a plurality of potential recipients in different defined territories, the method comprising:

activating a logical script for questioning the caller;

processing at least one response from the caller using voice-recognition;

continuing questioning the caller using the logical script until the locational designator of the call has been determined;

correlating the locational designator of the call to a corresponding defined territory from among the different defined territories; and

identifying a telephone number for a recipient from among the plurality of potential recipients based upon the corresponding defined territory.

104. The method according to claim 103 further comprising verifying the at least one response.

105. The method according to claim 103 wherein the ANI is incomplete.

106. The method according to claim 103 wherein the device comprises a non-stationary phone.

107. The method according to claim 103 wherein the ANI is absent.

108. The method according to claim 103 wherein the device has a non-stationary classification for a wireless device.

109. The method according to claim 103 wherein the device has a non-stationary classification for a modem.

110. The method according to claim 103 wherein the has a non-stationary classification for a call originating from a device other than a land-line phone.

111. The method according to claim 103 wherein the device comprises a land-line phone without a usable ANI for determining the locational designator of the caller.

112. The method according to claim 103 wherein the locational designator is determined prior to operator intervention.

113. The method according to claim 103 wherein the call without the corresponding ANI usable for determining the locational designator of the call further includes when the call originates from a device using voice over Internet Protocol (VoIP).

114. The method according to claim 103 wherein the device has a non-stationary classification for an Internet protocol (IP) device.

115. The method according to claim 103 wherein the call without the corresponding ANT usable for determining the locational designator of the call further includes when the call originates from a device using an IP device.

116. A system for call routing comprising:

an input module for receiving calls to a common telephone number for a plurality of potential recipients in different defined territories; and

a processor cooperating with said input module for routing a call without a corresponding automatic number identification (ANI) usable for determining a locational designator of the call originating from a device used by a caller, by at least

activating a logical script for questioning the caller,

processing at least one response from the caller using voice-recognition,

continuing questioning the caller using the logical script until the locational designator of the call has been determined,

correlating the locational designator of the call to a corresponding defined territory from among the different defined territories, and

identifying a telephone number for a recipient from among the plurality of potential recipients based upon the corresponding defined territory.

117. The system according to claim 116 wherein said processor is also for verifying understanding of the at least one response.

118. The system according to claim 116 wherein said processor is also for determining whether the device has a non-stationary classification for a wireless device.

119. The system according to claim 116 wherein said processor is also for determining whether the device has a non-stationary classification for a modem.