Prioritized prompt ordering and call processing in interactive voice response systems
First Claim
1. A method comprising:
- receiving a call from an initiator to a number associated with a destination;
identifying a plurality of instructions associated with the destination;
determining an identity of the initiator;
computing a relative ranking of each of the plurality of instructions based on data concerning the call, data concerning each of the plurality of instructions, and data concerning the initiator;
determining an order of the plurality of instructions based on the relative ranking of each of the plurality of instructions;
sequentially presenting the plurality of instructions in accordance with the order of the plurality of instructions for selection by the caller, until a selection of a particular instruction is received;
receiving the selection from the caller; and
processing the call based on the selection.
1 Assignment
0 Petitions
Accused Products
Abstract
A system and method for processing a call to a destination associated with multiple group members in a unified messaging system by determining a prioritized order of the group members for presentation to caller and receiving a selection from the caller. The order of the group members can be determined based on call histories, address books, and distribution lists of the calling party and the group members of the destination. A weighted score is computed for each group member, and the group members are sorted based on the weighted scores. The sorted list of group members is then presented to the calling party for selection. Based on the calling party'"'"'s selection the unified messaging system can further process the call.
17 Citations
20 Claims
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1. A method comprising:
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receiving a call from an initiator to a number associated with a destination; identifying a plurality of instructions associated with the destination; determining an identity of the initiator; computing a relative ranking of each of the plurality of instructions based on data concerning the call, data concerning each of the plurality of instructions, and data concerning the initiator; determining an order of the plurality of instructions based on the relative ranking of each of the plurality of instructions; sequentially presenting the plurality of instructions in accordance with the order of the plurality of instructions for selection by the caller, until a selection of a particular instruction is received; receiving the selection from the caller; and processing the call based on the selection. - View Dependent Claims (2, 3, 4, 5, 6, 7)
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8. An apparatus comprising:
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a processor; and a memory to store computer program instructions, the computer program instructions when executed on the processor cause the processor to perform operations comprising; receiving a call from an initiator to a number associated with a destination; identifying a plurality of instructions associated with the destination; determining an identity of the initiator; computing a relative ranking of each of the plurality of instructions based on data concerning the call, data concerning each of the plurality of instructions, and data concerning the initiator; determining an order of the plurality of instructions based on the relative ranking of each of the plurality of instructions; sequentially presenting the plurality of instructions in accordance with the order of the plurality of instructions for selection by the caller, until a selection of a particular instruction is received; receiving the selection from the caller; and processing the call based on the selection. - View Dependent Claims (9, 10, 11, 12, 13, 14)
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15. A non-transitory computer readable medium storing computer program instructions, which, when executed on a processor, cause the processor to perform operations comprising:
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receiving a call from an initiator to a number associated with a destination; identifying a plurality of instructions associated with the destination; determining an identity of the initiator; computing a relative ranking of each of the plurality of instructions based on data concerning the call, data concerning each of the plurality of instructions, and data concerning the initiator; determining an order of the plurality of instructions based on the relative ranking of each of the plurality of instructions; sequentially presenting the plurality of instructions in accordance with the order of the plurality of instructions for selection by the caller, until a selection of a particular instruction is received; receiving the selection from the caller; and processing the call based on the selection. - View Dependent Claims (16, 17, 18, 19, 20)
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Specification