Automated telephone calling system

• US 5,430,792 A
• Filed: 03/28/1994
• Issued: 07/04/1995
• Est. Priority Date: 05/03/1991
• Status: Expired due to Term

• Current Assignee: Siemens Enterprise Communications, Inc. (Atos SE)
• Original Assignee: Electronic Information Systems, Inc.
• Inventors: Jesurum, Robert, Zmuda, Paul E., Jamroga, David A.
• Primary Examiner(s): Dwyer, James L.
• Assistant Examiner(s): TSANG, FAN S
• Application Number:
  US08/218,869
• Time in Patent Office: 463 Days
• Field of Search: 379/67, 379/88, 379/89, 379/92, 379/69, 379/266, 379/377, 379/309, 379/265
• US Class Current: 379/88.01
• CPC Class Codes: H04M 2203/2027 Live party detection
• CPC Class Codes: H04M 3/46 Arrangements for calling a number of substations in a predetermined sequence until an answer is obtained
• CPC Class Codes: H04M 3/5158 in combination with automated outdialling systems devices for signalling identity of wanted subscriber H04M1/26

Abstract

An automatic telephone calling system that characterizes the responses from telephone subscribers'"'"' telephone stations to placed calls from the system. The system comprises communication lines which enable the system to place a call to a subscriber'"'"'s station, to receive the response thereto, and exchange information therebetween. Operator stations enable operators of the calling system to communicate, via a respective communication line, with a subscriber'"'"'s station upon an operable connection of the line to the subscriber'"'"'s station and to the operator station. A call processor places calls to subscribers'"'"' stations and operably connects and disconnects each communication line to a respective subscriber'"'"'s station and to a respective operator station. A trunk processor characterizes the response from a respective subscriber'"'"'s station to a placed call and determines whether a response characterized as a voice signal is delivered by an answering machine. The system also has a call manager that controls the availability of each operator station to be operably connected to a communication line by the call processor. In operation, the call processor operably connects a communication line to a respective subscriber'"'"'s station upon a characterization of the response on the line as a voice signal, operably connects the line to an available operator station upon a determination by the trunk processor, and disconnects the line to the subscriber'"'"'s station and to the operator station upon a determination that the response characterized as a voice signal is delivered by an answering machine.

Claims

1. An automated telephone calling system comprising:

a. means for placing a call to a telephone at subscriber'"'"'s telephone station and receiving a response thereto;

b. means for characterizing the response to the placed call, received by the means for placing, from the subscriber'"'"'s telephone station so as to detect a voice signal;

c. means for determining whether the response characterized as the voice signal is of such character as to suggest being delivered by an answering machine or a live voice;

d. means for establishing communication between the calling system and the subscriber'"'"'s telephone station;

e. means for terminating the communication after the determination by the means for determining that the response is of such character as to suggest being delivered by an answering machine; and

f. means for providing an operator of the calling system with an option of overriding the operation of the means for terminating so as not to terminate the communication established between the calling system and the subscriber'"'"'s telephone station.

2. The calling system of claim 1 wherein the means for characterizing comprises:

a. means for detecting a particular polarity change of the voltage of the response signal over a selected interval;

b. means for measuring the wavelength of each waveform composing the response signal between each polarity change detected;

c. means for counting the number of waveforms composing the response signal within each of a plurality of predetermined wavelength groupings; and

d. means for processing the frequency-related information of the response signal from the means for detecting, the means for measuring, and the means for counting to determine the characterization of the response.

3. The calling system of claim 1 wherein the means for establishing communication comprises:

a. means for establishing a one-way communication between the calling system and the subscriber'"'"'s telephone station upon the characterization, by the means for characterizing, of the response as a voice signal; and

b. means for establishing a one-way communication between the calling system and the subscriber'"'"'s telephone station upon the determination by the means for determining whether the response is of such character as to suggest being delivered by an answering machine or a live voice.

4. The calling system of claim 1 wherein the means for establishing communication between the calling system and the subscriber'"'"'s telephone station comprises means for establishing two-way audio communication between the system and the subscriber'"'"'s telephone station.

5. The calling system of claim 1 further comprising means for forcing a two-way communication between the calling system and the subscriber'"'"'s telephone station before the determination by the means for determining whether the response is of such character as to suggest being delivered by an answering machine or a live voice and rejecting the determination so as to maintain the two-way communication between the calling system and the subscriber'"'"'s telephone station regardless the result of the determination.

6. The calling system of claim 1 wherein the means for determining comprises means for detecting a predetermined period of silence in the voice signal of the response from the subscriber'"'"'s telephone station.

7. The calling system of claim 6 wherein the predetermined period of silence is less than seven hundred milliseconds.

8. The calling system of claim 1 wherein the means for terminating comprises means for delivering a prerecorded message to the subscriber'"'"'s telephone station before terminating the communication.

9. The calling system of claim 1 further comprising:

a. means for monitoring the quality of the response, received by the means for placing, and determining therefrom whether the response is of such character as to suggest being delivered by an answering machine; and

b. means for terminating the placed call upon a determination by said means for monitoring that the quality of the response indicates the response is of such character as to suggest being delivered by an answering machine.

10. An automated telephone calling system comprising:

a. at least one communication line that enables the system to place a call to a subscriber'"'"'s telephone station, to receive the response thereto, and exchange information therebetween;

b. a call processor that places the call, via such communication line, to the subscriber'"'"'s telephone station and operably connects and disconnects the calling system to the subscriber'"'"'s telephone station;

c. a trunk processor that includes means for determining whether the response, on such communication line, from the subscriber'"'"'s telephone station to the placed call is of such character as to suggest being delivered by an answering machine or a live voice; and

d. at least one operator station that enables an operator of the calling system to communicate, via such communication line, with the subscriber'"'"'s telephone station upon an operable connection of the calling system to the subscriber'"'"'s telephone station, said call processor operably connecting the calling system to the subscriber'"'"'s telephone station and disconnecting the calling system from the subscriber'"'"'s telephone station after the determination, by the trunk processor, that the response is of such character as to suggest being delivered by an answering machine; and

wherein the at least one operator station comprises means for overriding the operation of the call processor in disconnecting the calling system so as to maintain an operable connection of the calling system to the subscriber'"'"'s telephone station regardless of the determination that the response was delivered by an answering machine.

11. The calling system of claim 10 wherein the trunk processor further includes means for characterizing the response received from the subscriber'"'"'s station so as to detect a voice signal;

and wherein the call processor establishes a one-way communication between the calling system and the subscriber'"'"'s telephone station upon the characterization by the trunk processor of the response as a voice signal and thereafter establishes a two-way communication between the calling system and the subscriber'"'"'s telephone station upon the determination by the trunk processor whether the response is of such character as to suggest being a live voice or delivered by an answering machine.

12. The calling system of claim 11 wherein the at least one operator station comprises means for completing an operable connection of the calling system to the subscriber'"'"'s telephone station upon demand of the operator, disregarding the determination by the trunk processor whether the response is of such character as to suggest being delivered by an answering machine or a live voice so as to maintain the operable connection of the calling system to the subscriber'"'"'s telephone station.

13. The calling system of claim 10 wherein two-way audio communication of the at least one operator station to the subscriber'"'"'s telephone station is established upon operably connecting the calling system to the subscriber'"'"'s telephone station.

14. The calling system of claim 10 wherein the trunk processor comprises means for detecting a predetermined period of silence in the response from the subscriber'"'"'s telephone station in order to determine whether a response is of such character as to suggest being live voice or delivered by an answering machine.

15. The calling system of claim 14 wherein the predetermined period of silence is less than seven hundred milliseconds.

16. The calling system of claim 10 further comprising a message announcer that delivers a prerecorded message, via such communication line, to the subscriber'"'"'s telephone station before the call processor disconnects the calling system from the subscriber'"'"'s telephone station, after a determination, by the trunk processor, that the response is of such character as to suggest being delivered by an answering machine.

17. An automated telephone calling system comprising:

a. a plurality of communication lines, which enable the system to place calls to telephone stations of telephone subscribers and to receive the responses thereto;

b. a plurality of operator stations, each of which enables an operator of the calling system to communicate, via one of the communication lines, with one of the telephone stations of telephone subscribers upon an operable connection being established between one of the the telephone stations and one of the operator station;

c. a call processor that places calls, via the plurality of communication lines, to the telephone stations and operably connects and disconnects the telephone stations and the operator stations;

d. a trunk processor that determines whether each of the responses from the telephone stations to the placed calls is of such character as to suggest being delivered by an answering machine or live voice; and

e. a call manager that controls the availability of each of the operator stations to be operably connected to one of the telephone stations, said call processor operably connecting the telephone stations to the operator stations, made available by the call manager, and disconnecting the telephone stations from the operator stations for which the trunk processor determined that the response are of such character as to suggest being delivered by an answering machines;

wherein each of the operator stations comprises means for providing an operator with an option of overriding the operation of the call processor in disconnecting an operator station upon the determination by the trunk processor that a response from an operator of such character as to suggest being delivered by an answering machine, so as not to disconnect an operable connection between such operator station and the telephone station.

18. The calling system of claim 17 wherein the call processor establishes the operable connections to the telephone stations by first establishing one-way audio communication between operator stations and telephone stations to permit operators to listen to response from the telephone stations and thereafter establishing two-way audio communication between the operator stations and the telephone stations.

19. The calling system of claim 17 wherein each of the operator stations comprises means for establishing and maintaining a two-way communication between a telephone station and an operator station upon a request of an operator of the telephone station to disregard the determination by the trunk processor whether the response is of such character as to suggest being delivered by an answering machine.

20. The calling system of claim 17 wherein the trunk processor monitors for a predetermined period of silence in a response from the subscriber'"'"'s telephone station in order to determine whether the response is of such character as to suggest being delivered by an answering machine or live voice.

21. The calling system of claim 20 wherein the predetermined period of silence is less than seven hundred milliseconds.

22. The calling system of claim 17 further comprising at least one message announcer, such message announcer delivers a prerecorded message, via one of the communication lines, to a telephone station before the call processor terminates a communication with the telephone station, after a determination, by the trunk processor, that a response from the telephone station is of such character as to suggest being delivered by an answering machine.

23. A communications system comprising:

a. means for placing a call to a subscriber'"'"'s telephone station and receiving a response thereto;

b. means for characterizing the response signal from the subscriber'"'"'s telephone station as voice signal, silence, or telephone tone;

c. means for establishing communications between the system and the subscriber'"'"'s telephone station upon a characterization, by the means for characterizing, of the response signal as a predetermined type of signal;

d. means for determining whether the response signal characterized as a predetermined type of signal is of such character as to suggest being delivered by an answering machine;

e. means for terminating the communication between the system and the subscriber'"'"'s telephone station after the determination by the means for determining that the response signal is of such character as to suggest being delivered by an answering machine; and

f. means for providing an option to override the operation of the means for terminating so as not to terminate the communication between the calling system and the subscriber'"'"'s telephone station regardless of the determination of the means for determining.

24. A method of handling a response from a telephone subscriber'"'"'s telephone station to a placed call from an automated telephone calling system, comprising the steps of:

a. placing the call to the subscriber'"'"'s telephone station;

b. receiving the response to the placed call;

c. characterizing the response from the subscriber'"'"'s telephone station to the placed call so as to detect a voice signal;

e. establishing communication between the calling system and the subscriber'"'"'s telephone station upon a characterization of the response as a voice signal;

f. determining whether the response characterized as a voice signal is of such character as to suggest being delivered by an answering machine; and

g. terminating the communication after the determination that the response is of such character as to suggest being delivered by an answering machine.

h. overriding the termination of the communication, so as not to perform the step (g), in response to the instruction by an operator of the calling system.

25. A communications system having a plurality of operator stations, which enable operators of the system to communicate and exchange information with telephone subscribers using telephone stations, comprising;

a. means for representing the plurality of operator stations as arranged in an operational queue so that each operator station is made available, in respective turn, to be operably connected to one of the telephone stations;

b. means for operably connecting a next operator station of the plurality of operator stations which has been made available in the operational queue to one of the telephone stations;

c. means for terminating the operable connection between the next operator station and one of the telephone stations, to which the next operator station is connected, at the end of a communication between the next operator station and one of the operator stations and placing said next operator station at the end position of the operational queue; and

d. means for terminating the operable connection between the next operator station and one of the telephone stations, to which the next operator station is connected, in response to a predetermined condition before the end of the communication and placing said next operator station at the position in the operational queue occupied by said next operator station before the operable connection to the telephone station.

26. The system of claim 25 further comprising:

means for determining whether a response from a telephone station is of such character as to suggest being delivered by an answering machine;

wherein the determination whether the response is of such character as to suggest being provided by an answering machine is employed as the predetermined condition for automatically terminating the operable connection between the next operator station and one of the telephone stations before the end of the communication and placing said next operator station at the position in the operational queue occupied by said next operator station before the operable connection to one of the telephone stations.

27. The system of claim 25 wherein the means for terminating the operable connection with the telephone station in response to a predetermined condition comprises means for terminating the operable connection within a predetermined period after the operable connection between said operator station and said telephone station has been established.

28. The system of claim 25 further comprising means for overriding the means for terminating the operable connection between the next operator station and the telephone station before the end of a communication and continuing the communication between said operator and the telephone station regardless of the predetermined condition.

29. The system of claim 25 further comprising means for delivering a prerecorded message to the telephone station before the termination of the operable connection by the means for terminating in response to a predetermined condition.

30. The system of claim 25 further comprising means for establishing a predetermined rate of operable connections for the operator stations.

31. The system of claim 30 wherein the means for establishing predetermined rate comprises means for establishing a reference time period between successive operable connections of the operator stations as measured from the time of a hang-up of a first operable connection by an operator station to the pick-up of a succeeding operable connection by the operator station.

32. A communication system comprising:

a. means for sending a signal to a subscriber'"'"'s communications station and receiving a response signal thereto;

b. means for characterizing the response signal;

c. means for operably connecting the system to the station upon a characterization of the response signal as predetermined type of signal;

d. means for monitoring the quality of the response signal characterized as a predetermined type of signal and determining therefrom whether the response signal is of such character as to suggest being delivered by an answering machine;

e. means for terminating the operable connection of the system to the subscriber'"'"'s station upon a determination that the response signal is of such character as to suggest being delivered by an answering machine; and

f. means for providing an option of overriding the operation of the means for terminating so as not to terminate the operable connection of the communication system to the subscriber'"'"'s communication station.

33. A calling system comprising:

a. means for placing a call to a called side and receiving a response thereto;

b. means for establishing communication between an operator of the system at an operator station and the called side;

c. means for determining whether the response from the called side is of such character as to suggest being provided by an answering machine or live voice;

d. means for terminating the communication between the called side and the operator if the response is of such as to suggest being provided by an answering machine; and

e. means for overriding the termination of the communication in response to a command from the operator, so as not to terminate the established communication between the operator and the called side regardless of the determination that the response is of such character as to suggest being delivered by an answering machine.

34. The system of claim 33 further comprises means for detecting a voice in the response from the called side.

35. The system of claim 34 wherein the communication of established upon the detection of the voice signal, by the means for detecting.

36. The calling system of claim 34 wherein a partial, one-way, audio communication is established upon the detection of the voice signal and a complete, two-way, audio communication between the operator and the called side is established upon the determination whether the response is of such character as to suggest being delivered by the answering machine or live voice.

37. The calling system of claim 33 wherein a complete, two-way audio communication between the operator and the call side is established upon the determination whether the response is of such character as to suggest being delivered by an answering machine or live voice.

38. The calling system of claim 37 further comprising means for establishing a complete, two-way, audio communication between the operator and the called side in response to a command from the operator issued prior to the determination by the means for determining whether the response is of such character as to suggest being provided by an answering machine or live voice.

39. The calling system of claim 33 wherein the means for determining whether the response is of such character as to suggest being provided by an answering machine or live voice comprises means for detecting a predetermined period of silence in the response from the called side.

40. The calling system of claim 39 wherein the predetermined period of silence is less than seven hundred milliseconds.

41. The calling system of claim 33 wherein the means for terminating comprises means for delivering a prerecorded message to the called side before terminating the communication.

42. The calling system of claim 33 wherein the means for placing comprises a call processor that places the call to the called side.

43. The calling system of claim 42 wherein the means for determining comprises a trunk processor.

44. The calling system of claim 33 further comprising an operational queue, having a front and a back, that represents operators of the system awaiting the establishment of the communication with called sides;

wherein the representations of the operators are arranged in the queue in the sequence in which the operators are connected to communicate with the called sides; and

wherein, at any given time, an operator at the front of the queue is the first operator to be connected for the communication with a called side and the operator at the back of the queue is the last one to be provided with the communication to a called sides.

45. The calling system of claim 44 wherein after a particular operator, communicating with a called side, terminates the communication by hanging up, the representation of the particular operator is placed at the back of the operational queue.

46. The system of claim 44 wherein if the communication of a particular operator with a called side has been terminated because the response from the called side has been delivered by an answering machine the representation of the particular operator is placed at the front of the operational queue.

47. A method, for providing communication between operators of a calling system and called sides comprising:

a. placing a call to a called side and receiving a response thereto;

b. establishing communication between an operator of the system at an operator station and the called side;

c. determining whether the response from the called side is of such character as to suggest being provided by an answering machine or live voice;

d. terminating the communication between the called side and the operator if the response is of such character as to suggest being provided by an answering machine unless an operator selects an option to maintain the communication.

48. The method of claim 47 further comprises detecting a voice signal in the response from the called side.

49. The method of claim 48 wherein the communication is established upon the detection of the voice signal.

50. The method of claim 48 further comprises establishing partial, one-way, audio communication, that permits the operator to listen to the output from the telephone of the called side, upon the detection of the voice signal and establishing a complete, two-way, audio communication between the operator and the called side upon the determination whether the response is of such character as to suggest being delivered by the answering machine or live voice.

51. The method of claim 47 wherein a complete, two-way, audio communication between the operator and the called side is established after the determination whether the response is of such character as to suggest being delivered by the answering machine or live voice.

52. The method of claim 47 further comprising establishing a complete, two-way, audio communication between the operator and the called side in response to a command from the operator issued prior to the determination whether the response is of such character as to suggest being or provided by an answering machine or live voice.

53. The method of claim 47 wherein the step of determining whether the response is of such character as to suggest being provided by an answering machine or live voice comprises a step of detecting a predetermined period of silence in the response from the called side.

54. The method of claim 47 wherein the step of terminating comprises means for delivering a prerecorded message to the called side before terminating the communication.

55. The method of claim 47 further comprising a step of establishing an operational queue, having a front and a back, that represents the operators awaiting the establishment of the communication with the called sides;

wherein the representations of the operators are arranged in the queue in the sequence in which the operators are connected to communicate with the called sides;

wherein, at any given time, such operator at the front of the queue is next operator to be connected for the communication with a called side and such operator at the back of the queue is last one to be provided with the communication to the called side.

56. The calling system of claim 55 further comprising placing a representation of a particular operator at the back of the operational queue after the particular operator, communicating with the called side, terminates the communication by hanging up.

57. The system of claim 55 further comprises placing a representation of a particular operator at the front of the operational queue so as to be connected to the next available called side if communication of the particular operator with the called side has been terminated because the response from the called side has been delivered by an answering machine.