Call processing system with call screening

• US 6,188,751 B1
• Filed: 10/28/1998
• Issued: 02/13/2001
• Est. Priority Date: 04/17/1996
• Status: Expired due to Term

• Current Assignee: Convergys Customer Management Delaware LLC (Concentrix CVG Customer Management Group, Inc.)
• Original Assignee: Convergys Corporation
• Inventors: Scherer, Gordon F.
• Primary Examiner(s): WEAVER, SCOTT LOUIS
• Application Number:
  US09/181,107
• Time in Patent Office: 839 Days
• Field of Search: 379/88.22, 379/88.23, 379/88.24, 379/88.25, 379/88.26, 379/88.27, 379/112, 379/127, 379/229, 379/243, 379/245, 379/201, 379/88.79, 379/88.2, 379/88.21
• US Class Current: 379/88.22
• CPC Class Codes: H04M 11/022 Paging systems personal calling arrangements or devices G08B3/1008; selective calling networks H04W84/022
• CPC Class Codes: H04M 2201/40 using speech recognition speech recognition per se G10L15/00
• CPC Class Codes: H04M 2203/2011 Service processing based on information specified by a party before or during a call, e.g. information, tone or routing selection
• CPC Class Codes: H04M 3/42059 Making use of the calling party identifier
• CPC Class Codes: H04M 3/42068 where the identifier is used to access a profile
• CPC Class Codes: H04M 3/436 Arrangements for screening incoming calls , i.e. evaluating the characteristics of a call before deciding whether to answer it based on the calling party profile H04M3/42059; based on location H04M3/42348; based on presence H04M3/42365; diversion H04M3/54
• 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 3/5166 in combination with interactive voice response systems or voice portals, e.g. as front-ends
• CPC Class Codes: H04M 3/56 Arrangements for connecting several subscribers to a common circuit, i.e. affording conference facilities video conference systems H04N7/15
• CPC Class Codes: H04M 7/00 Arrangements for interconnection between switching centres
• CPC Class Codes: H04Q 3/0029 Provisions for intelligent networking
• CPC Class Codes: H04Q 3/72 Finding out and indicating number of calling subscriber

Abstract

A system is described in which call processing considers unique information about the call to better serve the caller and/or to enable the called party to more efficiently handle the call. In one embodiment, the unique information considered by the call processor is information indicator digits, which may indicate to the called party whether to accept the call before the voice portion of the call is initiated.

Claims

1. A method for processing a call from a caller, said method comprising the steps of:

extracting information about said call;

updating a remote database which includes information about said call with said extracted information;

receiving said call at a call processor;

processing said call, at least in part by prompting said caller for a unique key number;

processing said unique key number to access said remote database; and

providing said caller with current information contained in a field of said remote database which includes information relative to said caller.

2. The method of claim 1 wherein said unique key number is selected from the group consisting of social security numbers, frequent flier numbers, account numbers, ticket numbers, credit card numbers, sweepstakes numbers, serial numbers, contract numbers, application numbers, and voice mailbox numbers.

3. The method of claim 1 wherein said unique key number is the dialed number for said call.

4. The method of claim 1 wherein said unique key number is determined with touch tone information.

5. The method of claim 1 wherein said current information comprises application status information.

6. The method of claim 1 wherein said current information comprises ownership status information.

7. The method of claim 1 wherein said current information comprises the status of services available to said caller.