Answering machine detection

• US 9,578,170 B2
• Filed: 08/03/2015
• Issued: 02/21/2017
• Est. Priority Date: 03/10/2011
• Status: Active Grant

• Current Assignee: Genesys Cloud Services Incorporated
• Original Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Inventors: Bouzid, Ahmed Tewfik, Durgani, Prakash Bhagwan, Huang, Lei, Lu, Charles Qichi, Ma, Rong, Snitkovsky, Vadim
• Primary Examiner(s): Matar, Ahmad F
• Assistant Examiner(s): Pope, Kharye
• Application Number:
  US14/817,127
• Publication Number:
  US 20150341495A1
• Time in Patent Office: 568 Days
• Field of Search: 379/266.07, 379/266.08, 379/201.1, 379/88, 370/352, 370/353, 370/354, 370/355, 370/356, 370/357
• US Class Current: 1/1
• CPC Class Codes: G10L 25/51 for comparison or discrimination
• CPC Class Codes: G10L 25/78 Detection of presence or absence of voice signals switching of direction of transmission by voice frequency in two-way loud-speaking telephone systems H04M9/10
• CPC Class Codes: H04M 2201/40 using speech recognition
• CPC Class Codes: H04M 2203/2027 Live party detection
• CPC Class Codes: H04M 2242/18 Automated outdialling systems
• CPC Class Codes: H04M 3/42161 via computer interface
• CPC Class Codes: H04M 3/5158 in combination with automated outdialling systems devices for signalling identity of wanted subscriber H04M1/26
• CPC Class Codes: H04M 3/533 Voice mail systems

Abstract

A call is placed to a communications device. A response to the call is received from a call recipient associated with the communications device. The received response is processed based on a set of parameters. Based on processing the received response, a determination is made whether the call recipient is a human or an answering machine. If the call recipient is determined to be a human, the call is handled in a first manner. If the call recipient is determined to be an answering machine, the call is handled in a second manner that is different from the first manner.

Claims

1. A method comprising:

obtaining, from a data storage medium, a first customization associating first values with a first subset of parameters, wherein the first subset of parameters are configured for determining whether a call recipient is a human or a machine and are preconfigured with default values corresponding to a call type, wherein the first customization associates the first values with the first subset of the parameters corresponding to a first user, the first customization being distinct from a second customization stored in the data storage medium, the second customization associating second values with a second subset of the parameters and that corresponds to a second user;

placing a call to a communications device, wherein the call is associated with the first user;

receiving a response to the call from the call recipient associated with the communications device;

processing the received response based on the first subset of parameters that are associated with the first values;

based on processing the received response, determining whether the call recipient is a human or a machine; and

handling the call in a first manner if the call recipient is determined to be a human, and handling the call in a second manner that is different from the first manner if the call recipient is determined to be a machine.

2. The method of claim 1, wherein the first subset of parameters include a maximum time out parameter that indicates a maximum time allowed for processing the received response before a determination is made that the call recipient is a machine, and

wherein determining whether the call recipient is a human or a machine comprises determining that the call recipient is a machine conditioned on the processing of the received response failing to result in a determination that the call recipient is a human or a machine prior to lapse of a time interval equal to the maximum time allowed.

3. The method of claim 1, wherein the first subset of parameters include a touch tone parameter that indicates that detection of a dual-tone multi-frequency (DTMF) tone in the received response results in determining that the call recipient is a machine, and

wherein determining whether the call recipient is a human or a machine comprises determining that the call recipient is a machine conditioned on detection of a DTMF tone in the received response, based on the touch tone parameter being selected.

4. The method of claim 1, wherein the first subset of parameters include a noise parameter that indicates that a detection of background noise in the received response within a time window subsequent to call pickup and prior to initial detection of speech results in determining that the call recipient is a human, and

wherein determining whether the call recipient is a human or a machine comprises determining that the call recipient is a human conditioned on the detection of the background noise within the time window, based on the noise parameter being selected.

5. The method of claim 1, wherein the first subset of parameters include a silence parameter that indicates that, subsequent to speech being initially detected in the received response, detection of a silence in the received response having a duration longer than a known threshold results in determining that the call recipient is a human, and

wherein determining whether the call recipient is a human or a machine comprises determining that the call recipient is a human conditioned on detecting the silence in the received response subsequent to initial detection of speech in the received response, based on the silence parameter being selected.

6. The method of claim 1, wherein the first subset of parameters include a beep time out parameter that indicates a known window of time during which monitoring the received response for an audio beep sound will occur and during which time a message will not be sent to the call recipient, the known window of time beginning after detecting a last spoken word in the received response and ending after a known time, and

wherein determining whether the call recipient is a human or a machine comprises determining that the call recipient is a machine conditioned on detecting an audio beep in the received response at a time subsequent to the detected last spoken word but prior to end of the known time, based on the beep time out parameter being selected.

7. The method of claim 1, wherein the first subset of parameters include a word count parameter that indicates that spoken words in the received response will be counted and that, if a number of spoken words exceeds a known threshold, a determination will be made that the call recipient is a machine, and

wherein determining whether the call recipient is a human or a machine comprises determining that the call recipient is a machine conditioned on the number of spoken words exceeding the known threshold, based on the word count parameter being selected.

8. The method of claim 1, wherein the first subset of parameters include a no speech parameter that indicates that, subsequent to the call being answered, detection of no speech in the received response having a duration longer than a known threshold results in determining that the call recipient is a machine, and

wherein determining whether the call recipient is a human or a machine comprises determining that the call recipient is a machine conditioned on detecting no speech in the received response subsequent to the call being picked up, based on the no speech parameter being selected.

9. The method of claim 1, further comprising enabling at least one of the first user or the second user to configure at least one parameter included in the first subset of the parameters or the second subset of the parameters respectively.

10. The method of claim 9, further comprising enabling at least one of the first user or the second user to configure the at least one parameter included in the first subset of the parameters or the second subset of the parameters respectively using a web-enabled interface.

21. The method of claim 1, wherein the machine includes one of an answering machine, or voicemail.

22. The method of claim 1, wherein the first customization and the second customization are concurrently available in the data storage medium.

11. A system comprising:

a call recipient associated with a communications device;

one or more processors; and

a machine-readable media including instructions that, when executed by the one or more processors, are configured to cause the one or more processors to perform operations comprising;

obtaining, from a data storage medium, a first customization associating first values with a first subset of parameters, wherein the first subset of parameters are configured for determining whether a call recipient is a human or a machine and are preconfigured with default values corresponding to a call type, wherein the first customization associates the first values with the first subset of the parameters corresponding to a first user, the first customization being distinct from a second customization stored in the data storage medium, the second customization associating second values with a second subset of the parameters and that corresponds to a second user;

placing a call to a communications device, wherein the call is associated with the first user;

receiving a response to the call from the call recipient;

processing the received response based on the first subset of parameters that are associated with the first values;

based on processing the received response, determining whether the call recipient is a human or a machine; and

handling the call in a first manner if the call recipient is determined to be a human, and handling the call in a second manner that is different from the first manner if the call recipient is determined to be a machine.

12. The system of claim 11, wherein the first subset of parameters include a maximum time out parameter that indicates a maximum time allowed for processing the received response before a determination is made that the call recipient is a machine, and

wherein the instructions that are configured to cause the one or more processors to determine whether the call recipient is a human or a machine include instructions that are configured to cause the one or more processors to determine that the call recipient is a machine conditioned on the processing of the received response failing to result in a determination that the call recipient is a human or a machine prior to lapse of a time interval equal to the maximum time allowed.

13. The system of claim 11, wherein the first subset of parameters include a touch tone parameter that indicates that detection of a dual-tone multi-frequency (DTMF) tone in the received response results in determining that the call recipient is a machine, and

wherein the instructions that are configured to cause the one or more processors to determine whether the call recipient is a human or a machine include instructions that are configured to cause the one or more processors to determine that the call recipient is a machine conditioned on detection of a DTMF tone in the received response, based on the touch tone parameter being selected.

14. The system of claim 11, wherein the first subset of parameters include a noise parameter that indicates that a detection of background noise in the received response within a time window subsequent to call pickup and prior to initial detection of speech results in determining that the call recipient is a human, and

wherein the instructions that are configured to cause the one or more processors to determine whether the call recipient is a human or a machine include instructions that are configured to cause the one or more processors to perform operations comprising determining that the call recipient is a human conditioned on the detection of the background noise within the time window, based on the noise parameter being selected.

15. The system of claim 11, wherein the first subset of parameters include a silence parameter that indicates that, subsequent to speech being initially detected in the received response, detection of a silence in the received response having a duration longer than a known threshold results in determining that the call recipient is a human, and

wherein the instructions that are configured to cause the one or more processors to determine whether the call recipient is a human or a machine include instructions that are configured to cause the one or more processors to determine that the call recipient is a human conditioned on detecting the silence in the received response subsequent to initial detection of speech in the received response, based on the silence parameter being selected.

16. The system of claim 11, wherein the first subset of parameters include a beep time out parameter that indicates a known window of time during which monitoring the received response for an audio beep sound will occur and during which time a message will not be sent to the call recipient, the known window of time beginning after detecting a last spoken word in the received response and ending after a known time, and

wherein the instructions that are configured to cause the one or more processors to determine whether the call recipient is a human or a machine include instructions that are configured to cause the one or more processors to determine that the call recipient is a machine conditioned on detecting an audio beep in the received response at a time subsequent to the detected last spoken word but prior to end of the known time, based on the beep time out parameter being selected.

17. The system of claim 11, wherein the first subset of parameters include a word count parameter that indicates that spoken words in the received response will be counted and that, if a number of spoken words exceeds a known threshold, a determination will be made that the call recipient is a machine, and

wherein the instructions that are configured to cause the one or more processors to determine whether the call recipient is a human or a machine include instructions that are configured to cause the one or more processors to determine that the call recipient is a machine conditioned on the number of spoken words exceeding the known threshold, based on the word count parameter being selected.

18. The system of claim 11, wherein the first subset of parameters include a no speech parameter that indicates that, subsequent to the call being answered, detection of no speech in the received response having a duration longer than a known threshold results in determining that the call recipient is a machine, and

wherein the instructions that are configured to cause the one or more processors to determine whether the call recipient is a human or a machine include instructions that are configured to cause the one or more processors to determine that the call recipient is a machine conditioned on detecting no speech in the received response subsequent to the call being picked up, based on the no speech parameter being selected.

19. The system of claim 11, further comprising instructions that are configured to cause the one or more processors to enable at least one of the first user or the second user to configure at least one parameter included in the first subset of the parameters or the second subset of the parameters respectively.

20. The system of claim 19, further comprising instructions that are configured to cause the one or more processors to enable at least one of the first user or the second user to configure the at least one parameter included in the first subset of the parameters or the second subset of the parameters respectively using a web-enabled interface.

23. The system of claim 11, wherein the machine includes one of an answering machine, or voicemail.

24. The system of claim 11, wherein the first customization and the second customization are concurrently available in the data storage medium.