Non-offensive termination of a call detection of an answering machine

• US 5,581,602 A
• Filed: 01/13/1995
• Issued: 12/03/1996
• Est. Priority Date: 06/19/1992
• Status: Expired due to Term

• Current Assignee: Aspect Software Incorporated
• Original Assignee: Inventions, Inc.
• Inventors: Szlam, Aleksander, Quinn, Chester P.
• Primary Examiner(s): Zele, Krista M.
• Assistant Examiner(s): TSANG, FAN S
• Application Number:
  US08/372,889
• Time in Patent Office: 690 Days
• Field of Search: 379/67, 379/88, 379/89, 379/92, 379/196, 379/197, 379/133, 379/221, 379/265, 379/266, 379/309
• US Class Current: 379/88.05
• CPC Class Codes: H04M 2203/2027 Live party detection
• CPC Class Codes: H04M 3/51 Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing
• CPC Class Codes: H04M 3/5158 in combination with automated outdialling systems devices for signalling identity of wanted subscriber H04M1/26

Abstract

A method and an apparatus are disclosed which provide for non-offensive termination of an outbound call which has been answered when an agent is not available to handle said outbound call. An outbound call is placed (10) and a determination is made (11) as to whether the call has been answered. If the call has been answered then a determination is made (12) as to whether the call was answered by a person or an answering machine. If the call was answered by a person then a determination is made as to whether an agent is available to handle said outbound call. If an agent is available then the agent is connected (13) to the outbound call. If an agent is not available then a termination message is played (15). If the call was answered by an answering machine then, depending upon a user-selected option (16), a termination message will be played (15) or an interactive session will be started (17). Also disclosed are a method and an apparatus for detecting an answering machine. The duration of a noise level signal is measured, the duration of a sound level signal is measured, and if the noise level signal is followed by a sound level signal, or if the sound level signal duration exceeds a predetermined duration, then the call is deemed to have been answered by an answering machine.

Claims

1. A method for processing outbound calls, comprising the steps of:

placing a current outbound call to a telephone number;

determining whether said current outbound call has been answered;

determining whether an agent is available to answer said current outbound call;

if said current outbound call has been answered and an agent is not available to handle said current outbound call when said current outbound call is answered then determining whether a mistake message has been previously played for a previous outbound call directed to said telephone number; and

if a mistake message has been previously played for said previous outbound call directed to said telephone number then playing a different mistake message for said current outbound call directed to said telephone number.

2. A method for processing outbound calls, comprising the steps of:

placing a current outbound call;

determining whether said current outbound call has been answered;

determining whether an agent is available to answer said current outbound call;

if said current outbound call has been answered and an agent is not available to handle said current outbound call when said current outbound call is answered then determining whether a mistake message has been previously played for a previous outbound call directed to said telephone number; and

if a mistake message has been previously played for said previous outbound call directed to said telephone number then selecting and playing, for said current outbound call directed to said telephone number, a mistake message which has a different combination of voice, gender, and message text than the combination of voice, gender, and message text of said mistake message previously played for said previous outbound call.

3. A method for processing outbound calls, comprising the steps of:

selecting a trunk line for placing a current outbound call to a party which is different than a trunk line which was previously used to place a previous outbound call to said party;

placing said current outbound call;

determining whether said current outbound call has been answered;

determining whether an agent is available to answer said current outbound call;

if said current outbound call has been answered and an agent is not available to handle said current outbound call when said current outbound call is answered then determining whether a mistake message has been previously played for a previous outbound call directed to said telephone number; and

if a mistake message has been previously played for said previous outbound call directed to said telephone number then selecting and playing, for said current outbound call directed to said telephone number, a mistake message which has a different combination of voice, gender, and message text than the combination of voice, gender, and message text of said mistake message previously played for said previous outbound call.

4. A method for processing outbound calls, comprising the steps of:

placing an outbound call;

determining whether said outbound call has been answered;

if said outbound call has been answered then determining whether said outbound call was answered by a machine;

if said outbound call was answered by a machine then randomly selecting a mistake message from a plurality of mistake messages; and

playing a mistake message for said outbound call.

5. A method for processing outbound calls, comprising the steps of:

placing a current outbound call;

determining whether said current outbound call has been answered;

if said current outbound call has been answered then determining whether said current outbound call was answered by a machine;

if said current outbound call was answered by a machine then determining whether a mistake message has been previously played for a previous outbound call directed to said telephone number; and

if a mistake message has been previously played for said previous outbound call directed to said telephone number then playing a different mistake message for said current outbound call directed to said telephone number.

6. A method for processing outbound calls, comprising the steps of:

placing a current outbound call;

determining whether said current outbound call has been answered;

if said current outbound call has been answered then determining whether said current outbound call was answered by a machine;

if said current outbound call was answered by a machine then determining whether a mistake message has been previously played for a previous outbound call directed to said telephone number; and

if a mistake message has been previously played for said previous outbound call directed to said telephone number then selecting and playing, for said current outbound call directed to said telephone number, a mistake message which has a different combination of voice, gender, and message text than the combination of voice, gender, and message text of said mistake message previously played for said previous outbound call.

7. A method for processing outbound calls, comprising the steps of:

selecting a trunk line for placing a current outbound call to a party which is different than a trunk line which was previously used to place a previous outbound call to said party

placing said current outbound call;

determining whether said current outbound call has been answered;

if said current outbound call has been answered then determining whether said current outbound call was answered by a machine;

if said current outbound call was answered by a machine then determining whether a mistake message has been previously played for said previous outbound call directed to said telephone number; and

if a mistake message has been previously played for said previous outbound call directed to said telephone number then selecting and playing, for said current outbound call directed to said telephone number, a mistake message which has a different combination of voice, gender, and message text than the combination of voice, gender, and message text of said mistake message previously played for said previous outbound call.