Call processing system with call screening

• US 7,443,963 B2
• Filed: 04/04/2007
• Issued: 10/28/2008
• 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): Anwah; Olisa
• Application Number:
  US11/696,405
• Publication Number:
  US 20070189479A1
• Time in Patent Office: 573 Days
• Field of Search: 379/67.1, 379/68.01, 379/201.01, 379/201.02, 379/201.07, 379/201.08, 379/207.02, 379/207.11, 379/207.13, 379/207.14, 379/207.15, 379/127.01
• US Class Current: 379/88.19
• 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 of handling a call, wherein the call is made from a certain type of telephone device or line, the method comprising:

(a) providing a call processor, wherein the call processor is configured to receive information associated with the call;

(b) receiving information associated with the call, wherein the information comprises;

(i) electronic data indicating the certain type of telephone device or line from which the call has been made, and

(ii) information indicating an identity of the caller;

(c) analyzing the information associated with the call, wherein the act of analyzing comprises comparing the information indicating an identity of the caller with the electronic data indicating the certain type of telephone device or line from which the call has been made;

(d) detecting an inconsistency between the information indicating an identity of the caller and the electronic data indicating the certain type of telephone device or line from which the call has been made; and

(e) obtaining additional information from the caller in response to the act of detecting the inconsistency, wherein the additional information relates to the identity of the caller.

2. The method of claim 1, wherein the electronic data indicating the certain type of telephone device or line from which the call has been made comprises information indicator digits.

3. The method of claim 1, wherein the electronic data indicating the certain type of telephone device or line from which the call has been made is provided within a user-to-user field of an Initial Address Message.

4. The method of claim 1, wherein the caller has a name, wherein the information indicating an identity of the caller comprises the caller'"'"'s name.

5. The method of claim 1, wherein the information indicating an identity of the caller is provided by ANI information associated with the call.

6. The method of claim 1, wherein the information indicating an identity of the caller is provided within a user-to-user field of an Initial Address Message.

7. The method of claim 1, further comprising requesting the caller to confirm information associated with the call.

8. The method of claim 1, wherein the call is made from a PC, wherein the electronic data indicating the certain type of telephone device or line from which the call has been made indicates that the call has been made from a PC.

9. The method of claim 1, wherein the act of obtaining additional information from the caller is performed by an interactive voice response device.

10. The method of claim 1, wherein the act of analyzing the information associated with the call further comprises referencing a stored record associated with the received information indicating an identity of the caller.

11. The method of claim 10, further comprising determining that information in the stored record is invalid, based on the detected inconsistency.

12. A method of handling a call, wherein the call is made from a certain type of telephone device or line by a caller having a personal identity, the method comprising:

(a) providing a call processor, wherein the call processor is configured to electronically receive information associated with the call;

(b) receiving information associated with the call, wherein the information comprises;

(i) electronic data indicating the certain type of telephone device or line from which the call has been made, and

(ii) ANI information associated with the call;

(c) analyzing the information associated with the call, wherein the act of analyzing comprises determining the extent to which the ANI information reflects the personal identity of the caller, wherein the act of analyzing is performed by the call processor; and

(d) handling the call based on the determined extent to which the ANI information reflects the personal identity of the caller

wherein the act of determining the extent to which the ANI information reflects the personal identity of the caller comprises analyzing the electronic data indicating the certain type of telephone device or line from which the call has been made;

wherein the electronic data indicating the certain type of telephone device or line from which the call has been made indicates that a plurality of individuals are associated with the certain type of telephone device or line from which the call has been made, wherein the act of determining the extent to which the ANI information reflects the personal identity of the caller comprises determining that a plurality of individuals are associated with the certain type of telephone device or line from which the call has been made; and

wherein the act of handling the call comprises obtaining additional information from the caller to determine the personal identity of the caller, wherein the act of obtaining additional information is performed in response to determining that a plurality of individuals are associated with the certain type of telephone device or line from which the call has been made.