Call processing system with call screening

• US 6,975,708 B1
• Filed: 05/18/2000
• Issued: 12/13/2005
• Est. Priority Date: 04/17/1996
• Status: Expired due to Fees

• 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:
  US09/573,901
• Time in Patent Office: 2,035 Days
• Field of Search: 379/67.1, 379/88.22, 379/88.23, 379/88.24, 379/127.01, 379/133, 379/138, 379/142.01, 379/201.02, 379/201.07, 379/201.08, 379/207.14, 379/243, 379/245, 379/246, 379/265.02, 379/265.13, 379/207.02, 379/207.11, 379/207.13, 379/207.15
• US Class Current: 379/88.22
• 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 2242/22 Automatic class or number identification arrangements
• CPC Class Codes: H04M 3/42042 Notifying the called party of information on the calling party details within substation equipment H04M1/57, signalling details H04Q3/72
• CPC Class Codes: H04M 3/42059 Making use of the calling party identifier
• 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 3/5166 in combination with interactive voice response systems or voice portals, e.g. as front-ends
• CPC Class Codes: H04Q 2213/13091 CLI, identification of calling line
• CPC Class Codes: H04Q 2213/13097 Numbering, addressing
• CPC Class Codes: H04Q 2213/13377 Recorded announcement
• CPC Class Codes: H04Q 3/70 Identification of class of calling subscriber
• 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 of processing a call, said method comprising the steps of:

providing a call processor which is adapted to receive and analyze information including network data and resource data associated with said call;

receiving said information at said processor;

analyzing resources available to the call processor;

prompting a caller of said call to provide additional information;

dynamically determining, based on resources available prompts to offer said caller based on said information and said additional information;

dynamically assigning a resource based on cost considerations; and

dynamically changing prompts to said caller based on resources assigned.

2. The method of claim 1, wherein said information includes information indicator digits.

3. The method of claim 1, wherein said information includes NPA-NXX type data.

4. The method of claim 1, wherein said information includes an indication that the call is an analog display serial interface data equipped call.

5. The method of claim 1, wherein said information includes line information database data.

6. The method of claim 1, wherein said information includes the caller'"'"'s name.

7. The method of claim 1, wherein said information includes data from a private database accessed during said call.

8. The method of claim 1, wherein said information further includes keyed data from a database accessed by a code in said information.

9. The method of claim 1, wherein said information includes a biller'"'"'s database.

10. The method of claim 1, wherein said information includes a credit card number obtained m a prior call.

11. The method of claim 1, wherein said information includes change of ANI ownership information.

12. The method of claim 1, wherein said information includes user-to-user data in an initial address message of said call.

13. The method of claim 1, wherein said information includes line status information.

14. The method of claim 1, wherein said information includes call control information.

15. The method of claim 1, wherein said information includes dialed number.

16. The method of claim 1, wherein said information includes ANI.

17. The method of claim 1, wherein said information includes dialed number and ANI.

18. The method of claim 1, wherein said information includes an indication that the call includes data with voice.