Systems and methods for automated call-handling and processing
First Claim
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1. A method comprising:
- receiving a call at an automated attendant system;
assigning a first vector directory number to the call using a rules-based session engine;
creating a session record for the call;
selecting, using the rules-based session engine, a call flow record from a plurality of call flow records stored at a call flow database table, the call flow record specifying the first vector directory number, a previous vector directory number utilized for the call, a first menu option selected during the call, and a second vector directory number;
assigning the second vector directory number to the call;
writing the second vector directory number to the session record;
providing the second vector directory number to the automated attendant system;
accessing a vector at the automated attendant system using the second vector directory number; and
performing an action associated with the vector.
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Abstract
Methods, systems, and computer-readable media consistent with the present disclosure manage multiple telephone calls by managing a session record associated with the call, amending the session record according to a plurality of rules to reflect a plurality of instructed actions, evaluating an amended session record to derive at least one of the plurality of instructed actions, and implementing a derived instructed action on the call under the control of an automated apparatus.
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Citations
20 Claims
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1. A method comprising:
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receiving a call at an automated attendant system; assigning a first vector directory number to the call using a rules-based session engine; creating a session record for the call; selecting, using the rules-based session engine, a call flow record from a plurality of call flow records stored at a call flow database table, the call flow record specifying the first vector directory number, a previous vector directory number utilized for the call, a first menu option selected during the call, and a second vector directory number; assigning the second vector directory number to the call; writing the second vector directory number to the session record; providing the second vector directory number to the automated attendant system; accessing a vector at the automated attendant system using the second vector directory number; and performing an action associated with the vector. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 16, 17, 18, 19, 20)
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Specification