APPARATUS, SYSTEM, AND METHOD FOR AUTOMATED CALL INITIATION
First Claim
1. A method for automated call initiation, the method comprising:
- initiating a call to a destination using a first communication line;
initiating a call status determination that determines when a person answers the call at the destination;
during the call status determination, sending audio information from the destination to an agent; and
assigning the call to the agent, in response to the call status determination determining that the person answered the call at the destination.
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Accused Products
Abstract
An apparatus, system, and method are disclosed for automated call initiation. The method for automated call initiation includes initiating a call to a destination using a first communication line. The method also includes initiating a call status determination that determines when a person answers the call at the destination. Furthermore, the method includes during the call status determination, sending audio information from the destination to an agent. In addition, the method includes assigning the call to the agent, in response to the call status determination determining that the person answered the call at the destination. Therefore, the agent is able to monitor the call and assume a natural response to the person, thus eliminating delay as the conversation begins.
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Citations
20 Claims
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1. A method for automated call initiation, the method comprising:
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initiating a call to a destination using a first communication line; initiating a call status determination that determines when a person answers the call at the destination; during the call status determination, sending audio information from the destination to an agent; and assigning the call to the agent, in response to the call status determination determining that the person answered the call at the destination. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10)
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11. An apparatus for automated call initiation using Call Progress Analysis (CPA), the apparatus comprising:
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an initiation module configured to initiate an outbound call to a destination using a first communication line; an analysis module configured to initiate a Call Progress Analysis (“
CPA”
) that determines that a person answers the outbound call at the destination;an audio monitoring module configured to send audio information from the destination to an agent concurrent with the CPA; an audio transmission module configured to send audio information from the agent to the person concurrent with the CPA; and an assignment module configured to assign the outbound call to the agent, in response to the CPA determining that the person answered the outbound call at the destination. - View Dependent Claims (12, 13, 14, 15, 16, 17)
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18. A system for automated call initiation, the system comprising:
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a network configured to communicate data between a plurality of devices; a call controller in communication with the network; a user terminal in communication with the network, the user terminal comprising two or more communication lines and operated by an agent, the user terminal comprising; an initiation module configured to initiate a call to a destination using a first communication line; an analysis module configured to initiate a call status determination that determines when a person answers the call at the destination; an audio monitoring module configured to send audio information from the destination to an agent during the call status determination; an audio transmission module configured to send audio information from the agent to the person during the call status determination; and an assignment module configured to assign the call to the agent, in response to the call status determination determining that the person answered the call at the destination. - View Dependent Claims (19, 20)
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Specification