Automated call management

• US 7,457,396 B2
• Filed: 07/01/2004
• Issued: 11/25/2008
• Est. Priority Date: 09/05/2003
• Status: Active Grant

• Current Assignee: Emc IP Holding Company LLC (Dell Technologies Inc.)
• Original Assignee: EMC Corporation (Dell Technologies Inc.)
• Inventors: Claudatos, Christopher Hercules, Andruss, William Dale, Leetch, Bruce David, Porter, Jeffrey Keith
• Primary Examiner(s): Gauthier; Gerald
• Application Number:
  US10/884,473
• Publication Number:
  US 20050053212A1
• Time in Patent Office: 1,608 Days
• Field of Search: 379/88.01, 379/201.02, 379/88.03, 379/201.01, 379/207.01, 709/201, 709/224, 704/275, 704/270
• US Class Current: 379/88.03
• CPC Class Codes: H04M 3/42221 Conversation recording systems at the subscriber's set H04M1/656
• CPC Class Codes: H04M 7/006 Networks other than PSTN/ISDN providing telephone service, e.g. Voice over Internet Protocol (VoIP) , including next generation networks with a packet-switched transport layer H04L65/00 takes precedence; aspects not specific to the type of network H04M3/00; special services in those networks H04M3/42

Abstract

A method, article of manufacture, and apparatus for automated processing of an auditory communication is disclosed. In an embodiment, this comprises receiving the auditory communication with call transport information, triggering a first policy based on the data, and selecting, based on the first policy, at least a first lexicon comprising a plurality of keywords. A first portion of the call is compared to the first lexicon to identify keywords matched by the first portion of the call, and a second policy is invoked based on the matched keywords. The action(s) specified by the second policy is taken. Actions may include termination of the call, joining a third party, archiving the call, changing a characteristic of the call, or further processing using another lexicon.

Claims

1. A method of managing a call having associated data representing call transport information, comprising:

triggering a first policy based on the data;

selecting, based on the first policy, at least a first lexicon comprising a plurality of keywords;

comparing at least a first portion of the call to the first lexicon to identify keywords matched by the first portion of the call;

invoking a second policy based on the matched keywords; and

taking an action specified by the second policy.

2. The method as recited in claim 1, wherein the match is positive or negative.

3. The method as recited in claim 2, wherein the action includes termination of the call.

4. The method as recited in claim 2, wherein the action includes joining a third party to the call.

5. The method as recited in claim 2, wherein the action includes archiving the call.

6. The method as recited in claim 2, wherein the action includes changing a characteristic of the call.

7. The method as recited in claim 6, wherein the characteristic comprises at least one of the group comprising volume, routing, bandwidth, and priority.

8. The method as recited in claim 1, wherein the action includes selecting at least a second lexicon.

9. The method as recited in claim 8, further comprising comparing at least a second portion of the call to the second lexicon to identify keywords further matched by the second portion of the call.

10. The method as recited in claim 9, further comprising invoking a third policy based on the further matched keywords.

11. The method as recited in claim 10, further comprising taking an action specified by the third policy.

12. A system for managing a call having associated data representing call transport information, comprising a computer configured to:

trigger a first policy based on the data;

select, based on the first policy, at least a first lexicon comprising a plurality of keywords;

compare at least a first portion of the call to the first lexicon to identify keywords matched by the first portion of the call;

invoke a second policy based on the matched keywords; and

take an action specified by the second policy.

13. The system as recited in claim 12, configured to identify positive or negative keyword matches.

14. The system as recited in claim 13, wherein the action includes termination of the call.

15. The system as recited in claim 13, wherein the action includes joining a third party to the call.

16. The system as recited in claim 13, wherein the action includes archiving the call.

17. The system as recited in claim 13, wherein the action includes changing a characteristic of the call.

18. A computer program product for managing a call having associated data representing call transport information, comprising a computer usable medium having machine readable code embodied therein for:

triggering a first policy based on the data;

selecting, based on the first policy, at least a first lexicon comprising a plurality of keywords;

comparing at least a first portion of the call to the first lexicon to identify keywords matched by the first portion of the call;

invoking a second policy based on the matched keywords; and

taking an action specified by the second policy.

19. The computer program product as recited in claim 18, wherein the match is positive or negative.