ANSWERING MACHINE DETECTION

• US 20170163804A1
• Filed: 02/21/2017
• Published: 06/08/2017
• Est. Priority Date: 03/10/2011
• Status: Active Grant

• Current Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Original Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Inventors: Bouzid, Ahmed Tewfik, Durgani, Prakash Bhagwan, Huang, Lei, Lu, Charles Qichi, Snitkovsky, Vadim, Ma, Rong
• Granted Patent: US 10,447,854 B2
• Time in Patent Office: Days
• CPC Class Codes: G10L 25/51 for comparison or discrimination
• CPC Class Codes: G10L 25/78 Detection of presence or absence of voice signals switching of direction of transmission by voice frequency in two-way loud-speaking telephone systems H04M9/10
• CPC Class Codes: H04M 2201/40 using speech recognition speech recognition per se G10L15/00
• CPC Class Codes: H04M 2203/2027 Live party detection
• CPC Class Codes: H04M 2242/18 Automated outdialling systems
• CPC Class Codes: H04M 3/42161 via computer interface
• CPC Class Codes: H04M 3/5158 in combination with automated outdialling systems devices for signalling identity of wanted subscriber H04M1/26
• CPC Class Codes: H04M 3/533 Voice mail systems

Abstract

A call is placed to a communications device. A response to the call is received from a call recipient associated with the communications device. The received response is processed based on a set of parameters. Based on processing the received response, a determination is made whether the call recipient is a human or an answering machine. If the call recipient is determined to be a human, the call is handled in a first manner. If the call recipient is determined to be an answering machine, the call is handled in a second manner that is different from the first manner.

Claims

1. A method comprising:

placing a call to a communications device;

receiving a response to the call from a call recipient associated with the communications device;

processing the received response based on a set of parameters;

based on processing the received response, determining whether the call recipient is a human or an answering machine; and

handling the call in a first manner if the call recipient is determined to be a human, and handling the call in a second manner that is different from the first manner if the call recipient is determined to be an answering machine.

2. The method of claim 1, wherein the set of parameters includes a maximum time out parameter that indicates a maximum time allowed for processing the received response before a determination is made that the call recipient is an answering machine, and

wherein determining whether the call recipient is a human or an answering machine comprises determining that the call recipient is an answering machine conditioned on the processing of the received response failing to result in a determination that the call recipient is a human or an answering machine prior to lapse of a time interval equal to the maximum time allowed.

3. The method of claim 1, wherein the set of parameters includes a touch tone parameter that indicates that detection of a dual-tone multi-frequency (DTMF) tone in the received response results in determining that the call recipient is an answering machine, and

wherein determining whether the call recipient is a human or an answering machine comprises determining that the call recipient is an answering machine conditioned on detection of a DTMF tone in the received response, based on the touch tone parameter being selected.

4. The method of claim 1, wherein the set of parameters includes a noise parameter that indicates that a detection of background noise in the received response within a time window subsequent to call pickup and prior to initial detection of speech results in determining that, the call recipient is a human, and

wherein determining whether the call recipient is a human or an answering, machine comprises determining that the call recipient is a human conditioned on the detection of the background noise within the time window, based on the noise parameter being selected.

5. The method of claim 1, wherein the set of parameters includes a silence parameter that indicates that, subsequent to speech being initially detected in the received response, detection of a silence in the received response having a duration longer than a predetermined threshold results in determining that the call recipient is a human, and

wherein determining whether the call recipient is a human or an answering machine comprises determining that the call recipient is a human conditioned on detecting, the silence in the received response subsequent to initial detection of speech in the received response, based on the silence parameter being selected.

6. The method of claim 1, wherein the set of parameters includes a beep time out parameter that indicates a maximum window of time during which monitoring the received response for an audio beep sound will occur and during which time no message will be sent to the call recipient, the maximum window of time beginning after detecting a last spoken word in the received response and ending a predetermined time later, and

wherein determining whether the call recipient is a human or an answering machine comprises determining that the call recipient is an answering machine conditioned on detecting a an audio beep in the received response at a time subsequent to the detected last spoken word but prior to the predetermined time, based on the beep time out parameter being selected.

7. The method of claim 1, wherein the set of parameters includes a word count parameter that indicates that spoken words in the received response will be counted and that, if a number of spoken words exceeds a predetermined threshold, a determination will be made that the call recipient is an answering machine, and

wherein determining whether the call recipient is a human or an answering machine comprises determining that the call recipient is an answering machine conditioned on the number of spoken words exceeding the predetermined threshold, based on the word count parameter being selected.

8. The method of claim 1, wherein the set of parameters includes a no speech parameter that indicates that, subsequent to the call being answered, detection of no speech in the received response having a duration longer than a predetermined threshold results in determining that the call recipient is an answering machine, and

wherein determining whether the call recipient is a human or an answering machine comprises determining that the call recipient is an answering machine conditioned on detecting no speech in the received response subsequent to the call being picked up, based on the no speech parameter being selected.

9. The method of claim 1, further comprising enabling a user associated with placing the call to the communication device to configure at least one parameter included in the set of parameters.

10. The method of claim 9, wherein enabling the user comprises enabling the user to configure the at least one parameter using a web-enabled interface.

11. A system comprising:

a call recipient associated with a communications device;

one or more processors; and

instructions embedded in non-transitory machine-readable media for execution by the one or more processors, and configured to cause the one or more processors to perform operations comprising;

placing a call to the communications device;

receiving a response to the call from the call recipient;

processing the received response based on a set of parameters;

based on processing the received response, determining whether the call recipient is a human or an answering machine; and

handling the call in a first manner if the call recipient is determined to be a human, and handling the call in a second manner that is different from the first manner if the call recipient is determined to be an answering machine.

12. The system of claim 11, wherein the set of parameters includes a maximum time out parameter that indicates a maximum time allowed for processing the received response before a determination is made that the call recipient is an answering machine, and

wherein the instructions that are configured to cause the one or more processors to determine whether the call recipient is a human or an answering machine include instructions that are configured to cause the one or more processors to determine that the call recipient is an answering machine conditioned on the processing of the received response failing to result in a determination that the call recipient is a human or an answering machine prior to lapse of a time interval equal to the maximum time allowed.

13. The system of claim 11, wherein the set of parameters includes a touch tone parameter that indicates that detection of a dual-tone multi-frequency (DTMF) tone in the received response results in determining that the call recipient is an answering machine, and

wherein the instructions that are configured to cause the one or more processors to determine whether the call recipient is a human or an answering machine include instructions that are configured to cause the one or more processors to determine that the call recipient is an answering machine conditioned on detection of a DTMF tone in the received response, based on the touch tone parameter being selected.

14. The system of claim 11, wherein the set of parameters includes a noise parameter that indicates that a detection of background noise in the received response within a time window subsequent to call pickup and prior to initial detection of speech results in determining that the call recipient is a human, and

wherein the instructions that are configured to cause the one or more processors to determine whether the call recipient is a human or an answering machine include instructions that are configured to cause the one or more processors to perform operations comprising determining that the call recipient is a human conditioned on the detection of the background noise within the time window, based on the noise parameter being selected.

15. The system of claim 11, wherein the set of parameters includes a silence parameter that indicates that, subsequent to speech being initially detected in the received response, detection of a silence in the received response having a duration longer than a predetermined threshold results in determining that the call recipient is a human, and

wherein the instructions that are configured to cause the one or more processors to determine whether the call recipient is a human or an answering machine include instructions that are configured to cause the one or more processors to determine that the call recipient is a human conditioned on detecting the silence in the received response subsequent to initial detection of speech in the received response, based on the silence parameter being selected.

16. The system of claim 11, wherein the set of parameters includes a beep time out parameter that indicates a maximum window of time during which monitoring the received response for an audio beep sound will occur and during which time no message will be sent to the call recipient, the maximum window of time beginning after detecting a last spoken word in the received response and ending a predetermined time later, and

wherein the instructions that are configured to cause the one or more processors to determine whether the call recipient is a human or an answering machine include instructions that are configured to cause the one or more processors to determine that the call recipient is an answering machine conditioned on detecting an audio beep in the received response at a time subsequent to the detected last spoken word but prior to the predetermined time, based on the beep time out parameter being selected.

17. The system of claim 11, wherein the set of parameters includes a word count parameter that indicates that spoken words in the received response will be counted and that, if a number of spoken words exceeds a predetermined threshold, a determination will be made that the call recipient is an answering machine, and

wherein the instructions that are configured to cause the one or more processors to determine whether the call recipient is a human or an answering machine include instructions that are configured to cause the one or more processors to determine that the call recipient is an answering machine conditioned on the number of spoken words exceeding the predetermined threshold, based on the word count parameter being selected.

18. The system of claim 11, wherein the set of parameters includes a no speech parameter that indicates that, subsequent to the call being answered, detection of no speech in the received response having a duration longer than a predetermined threshold results in determining that the call recipient is an answering machine, and

wherein the instructions that are configured to cause the one or more processors to determine whether the call recipient is a human or an answering machine include instructions that are configured to cause the one or more processors to determine that the call recipient is an answering machine conditioned on detecting no speech in the received response subsequent to the call being picked up, based on the no speech parameter being selected.

19. The system of claim 11, wherein the instructions that are configured to cause the one or more processors to perform operations further include instructions that are configured to cause the one or more processors to enable a user associated with placing the call to the communications device to configure the set of parameters.

20. The system of claim 19, wherein the instructions that are configured to cause the one or more processors to enable the user to configure the set of parameters include instructions that are configured to cause the one or more processors to enable the user to configure the at least one parameter using a web-enabled interface.

21-30. -30. (canceled)