Automatic call distribution with answer machine detection apparatus and method

• US 5,724,420 A
• Filed: 06/24/1996
• Issued: 03/03/1998
• Est. Priority Date: 09/28/1994
• Status: Expired due to Term

• Current Assignee: Firstpoint Contact Technologies, LLC (Alvaria Incorporated)
• Original Assignee: Rockwell International Corporation
• Inventors: Torgrim, Willard J.
• Primary Examiner(s): Zele, Krista
• Assistant Examiner(s): WEAVER, SCOTT LOUIS
• Application Number:
  US08/669,665
• Time in Patent Office: 617 Days
• Field of Search: 379/67, 379/69, 379/80, 379/88, 379/89, 379/351, 379/372, 379/386, 379/265, 379/266, 379/309
• US Class Current: 379/372
• CPC Class Codes: H04M 1/65 Recording arrangements for recording a message from the calling party in the exchange H04M3/50
• 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

An automatic call distributor (10) having a multiport switch (12) controlled by a central control processing unit (14) and an associated memory (16) for receipt of audio voice energy from answered telephonic calls through an external telephonic public switching network (22) to selectively connect the answered calls with internal telephonic units (18) coupled with the multiport switch (12) provided with a digital signal processing circuit card (30) for determining the presence of an answering machine (24) by running a pause timer and a delay timer which disables execution of the pause timer to establish a first minimum time period that an initial pause in the received voice energy from an external telephonic unit (20) must exceed to indicate the presence of a live voice in which the pause timer is disabled from timing any pauses until the end of a delay time internal, a second minimum time period which is no longer than the first minimum time period that a pause must exceed after the lapse of the delay time interval and detecting a live voice upon lapse of the first time period before the end of the initial pause or lapse of the second time period before the end of any pause after the initially measured pause.

Claims

1. In an automatic call distributor having a multiport switch controlled by a central control processing unit and an associated memory for receipt of voice energy from answered telephonic calls through an external telephonic public switching network and to selectively connect said answered calls with internal telephonic units coupled with the multiport switch, the improvement being an answer machine detection apparatus comprising:

means for establishing a first minimum time period that an initial pause in the received voice energy must exceed to indicate the presence of a live voice including

a delay timer for establishing a preselected maximum delay time interval beginning when the received voice energy is initially detected,

a pause timer for establishing a preselected pause time period, and

means for disabling the pause timer from beginning timing in response to any pause until lapse of the end of the preselected maximum delay time interval;

means for establishing a second minimum time period no longer than the first minimum time period that a pause must exceed after the lapse of the preselected maximum delay time interval to indicate the presence of live voice including

means for enabling the pause timer to start timing any pause after the lapse of the delay time interval; and

means responsive to lapse of the second minimum time period before the end of any pause to indicate detection of live voice.

2. The answer machine detection apparatus of claim 1 including a greeting timer having a preselected greeting time period in which the preselected greeting time period is longer than the preselected maximum delay time interval, and

means for initiating the running of the greeting timer in response to the initial detection of the received voice energy.

3. The answer machine detection apparatus of claim 2 including means for activating the delay timer to prevent enablement of the pause timer for the preselected maximum delay time interval upon the initiation of the greeting timer.

4. The answer machine detection apparatus of claim 2 in which said preselected greeting time period is greater than said preselected pause time period and including

means for determining the expiration of the greeting timer reaching the preselected greeting time period,

means for determining the expiration of the pause timer reaching the preselected pause time period,

means for detecting the expiration of the greeting timer prior to expiration of the pause timer, and

means responsive to the expiration detection means for establishing the presence of an answer machine upon the greeting timer expiring prior to the pause timer.

5. The answer machine detection apparatus of claim 4 including means for resetting the pause timer in response to a subsequent detection of subsequent voice energy prior to the expiration of the preselected pause time period.

6. The answer machine detection apparatus of claim 5 including a digital signal processing circuit coupled with the multiport switch in which the digital signal processing circuit has a plurality of kernal processing circuits which receive the voice energy serially encoded on pulse code modulation channels to distinguish between the presence of live voice and recorded voice from answering machine.

7. In an automatic call distributor having a multiport switch controlled by a central control processing unit and an associated memory for receipt of audio voice energy from answered telephonic calls through an external telephonic public switching network and to selectively connect said answered calls with internal telephonic units coupled with the multiport switch, the improvement being a method for detecting an answer machine, comprising the steps of:

establishing a first minimum time period that an initial pause in the received voice energy must exceed to indicate the presence of a live voice including

a delay timer for establishing a preselected maximum delay time interval beginning when the received voice energy is initially detected,

a pause timer for establishing a preselected pause time period, and

disabling the pause timer from beginning timing in response to any pause until lapse of the end of the preselected maximum delay time interval;

establishing a second minimum time period no longer than the first minimum time period that a pause must exceed after the lapse of the preselected maximum delay time interval to indicate the presence of live voice including the step of

enabling the pause timer to start timing any pause after the lapse of the delay time interval; and

indicating detection of live voice in response to lapse of the second minimum time period before the end of any pause.

8. The method of claim 7 including the step of initiating the running of a greeting timer having a preselected greeting time period which is longer than the preselected maximum delay time interval in response to the initial detection of the received voice energy.

9. The method of claim 8 including the step of activating the delay timer to prevent enablement of the pause timer for the preselected maximum delay time interval upon the initiation of the greeting timer.

10. The method of claim 8 in which said preselected greeting time period is greater than said preselected pause time period and including the steps of

determining the expiration of the greeting timer reaching the preselected greeting time period,

determining the expiration of the pause timer reaching the preselected pause time period,

detecting the expiration of the greeting timer prior to expiration of the pause timer, and

establishing the presence of an answer machine upon the greeting timer expiring prior to the pause timer.

11. The method of claim 10 including the step of resetting the pause timer in response to a subsequent detection of subsequent voice energy prior to the expiration of the preselected pause time period.