Voice-activated geographically based telephone routing system and method
First Claim
1. A method of call routing comprising:
- receiving a call from a caller to a system using a dialed number common for a plurality of potential recipients in different defined territories;
determining whether an automatic number identification (ANI) for the caller exists that can be used to determine a locational designator of the caller including when the call originates from a non-stationary device including an electronic locational device;
in cases wherein such an ANI does not exist that can be used to determine the locational designator of the caller including when the call originates from the non-stationary device, then using the system fordetermining whether the electronic locational device can be used to determine the locational designator of the caller,in cases wherein the electronic locational device cannot be used to determine the locational designator of the caller, thenactivating a logical script including questions to elicit at least one response from the caller,digitizing the at least one response from the caller using voice-recognition technology,continuing questions and responses until the locational designator of the caller has been determined,correlating the locational designator of the caller to a corresponding defined territory from among the different defined territories, andidentifying a telephone number for a recipient from among the plurality of potential recipients based upon the corresponding defined territory.
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Accused Products
Abstract
A method and system for determining, through voice recognition, the geographic location of the initiator of a telephone call. The initiator dials a specified telephone number and is connected to a computer system. The telephone number dialed is used in a system that requires knowledge of the initiator'"'"'s location to determine the recipient of the call. The system asks the initiator one of a series of questions, those questions designed by the user of the system (client) to determine which one of a plurality of recipients should receive the call. The initiator'"'"'s verbal response to each question is digitized using speech recognition technology. The system uses each digitized response to either assign a location designator to the call or ask more definitive questions. At the point where the answers have satisfied the client'"'"'s location determination, the point of call origination is determined and a locational designator is assigned to the initiator. The locational designator generated by the system can be correlated to a number of geographic designations, such as postal indicators (e.g., zip code, zip +4, postal code), major and minor civil divisions, latitude and longitude, geographic boundaries, political boundaries or client-defined geography such as service areas, sales territories, or delivery territories. The locational designator of the initiator is used in place of the ANI in location-based call routing systems. As a result of such correlation, this invention is particularly useful for cellular telephones, non stationary communications devices, emergency services, dealer locator systems, and delivery services, or any application where the initiator is connected to one of a plurality of recipients based on matching the initiator'"'"'s location to client-defined criteria, including wherein a recipient'"'"'s number is a local telephone number. The locational designator may be defined by a point, a line, a geographic area, an intersection, or by client-defined criteria.
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Citations
24 Claims
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1. A method of call routing comprising:
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receiving a call from a caller to a system using a dialed number common for a plurality of potential recipients in different defined territories; determining whether an automatic number identification (ANI) for the caller exists that can be used to determine a locational designator of the caller including when the call originates from a non-stationary device including an electronic locational device; in cases wherein such an ANI does not exist that can be used to determine the locational designator of the caller including when the call originates from the non-stationary device, then using the system for determining whether the electronic locational device can be used to determine the locational designator of the caller, in cases wherein the electronic locational device cannot be used to determine the locational designator of the caller, then activating a logical script including questions to elicit at least one response from the caller, digitizing the at least one response from the caller using voice-recognition technology, continuing questions and responses until the locational designator of the caller has been determined, correlating the locational designator of the caller to a corresponding defined territory from among the different defined territories, and identifying a telephone number for a recipient from among the plurality of potential recipients based upon the corresponding defined territory. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12)
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13. A system for call routing comprising:
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means for receiving a call from a caller using a dialed number common for a plurality of potential recipients in different defined territories; and means for determining whether an automatic number identification (ANI) for the caller exists that can be used to determine a locational designator of the caller including when the call originates from a non-stationary device including an electronic locational device, and in cases wherein such an ANI does not exist that can be used to determine the locational designator of the caller including when the call originates from the non-stationary device, then for determining whether the electronic locational device can be used to determine the locational designator of the caller, in cases wherein the electronic locational device cannot be used to determine the locational designator of the caller, then activating a logical script including questions to elicit at least one response from the caller, digitizing the at least one response from the caller using voice-recognition technology, continuing questions and responses until the locational designator of the caller has been determined, correlating the locational designator of the caller to a corresponding defined territory from among the different defined territories, and identifying a telephone number for a recipient from among the plurality of potential recipients based upon the corresponding defined territory. - View Dependent Claims (14, 15, 16, 17, 18)
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19. A system for call routing comprising:
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an input for receiving a call from a caller using a dialed number common for a plurality of potential recipients in different defined territories; a processor cooperating with said input for determining whether an automatic number identification (ANI) for the caller exists that can be used to determine a locational designator of the caller including when the call originates from a non-stationary source including an electronic locational device, and in cases wherein such an ANI does not exist that can be used to determine the locational designator of the caller including when the call originates from the non-stationary source, then for determining whether the electronic locational device can be used to determine the locational designator of the caller, in cases wherein the electronic locational device cannot be used to determine the locational designator of the caller, then activating a logical script including questions to elicit at least one response from the caller, digitizing the at least one response from the caller using voice-recognition technology, continuing questions and responses until the locational designator of the caller has been determined, correlating the locational designator of the caller to a corresponding defined territory from among the different defined territories, and identifying a telephone number for a recipient from among the plurality of potential recipients based upon the corresponding defined territory. - View Dependent Claims (20, 21, 22, 23, 24)
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Specification