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Automatic call distributor with language based routing system and method

  • US 7,349,843 B1
  • Filed: 01/18/2000
  • Issued: 03/25/2008
  • Est. Priority Date: 01/18/2000
  • Status: Expired due to Term
First Claim
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1. A method used by an automatic call distributor to route an outdialed call with a customer, such method comprising the steps of:

  • detecting the outdialed call with the customer of the automatic call distributor;

    sampling an initial audio portion of the call, and detecting and sampling an unprompted initial telephone answering greeting provided by the customer during the initial audio portion of the call;

    fitting a plurality of audio templates of traditional telephone answering greetings in a plurality of languages including at least “

    Bueno”

    to the sampled greeting of the call;

    determining a language of the call based upon a best relative fit between one of the plurality of audio templates and the sampled greeting of the call; and

    routing the call to a response service of the automatic call distributor based upon the determined language of the call.

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