Method and system for incoming call management
First Claim
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1. A method of managing an incoming call to a service subscriber, comprising:
- performing at least one real-time function test on a call offer message associated with the incoming call to build a signature for the incoming call; and
using information associated with the signature to compute a suspect score and a confidence level respecting the incoming call to make an incoming call management decision to determine a treatment for the incoming call.
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Abstract
A method and system for automatic incoming call management uses function test results to build call signatures that are stored for later use in incoming call analysis. The function test results are used to compute a suspect score and confidence level associated with each incoming call, and are also used for making incoming call management decisions. A call treatment is selected based on the function test results and/or the computed suspect score and confidence level.
76 Citations
19 Claims
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1. A method of managing an incoming call to a service subscriber, comprising:
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performing at least one real-time function test on a call offer message associated with the incoming call to build a signature for the incoming call; and using information associated with the signature to compute a suspect score and a confidence level respecting the incoming call to make an incoming call management decision to determine a treatment for the incoming call. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12)
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13. A call director for making incoming call management decisions respecting incoming calls for subscribers to an incoming call management service, the call director comprising:
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at least one interface that receives call control messages associated with the incoming calls; at least one interface that queries a signatures database; program instructions that perform function tests associated with various call states of the incoming calls; program instructions that build a signature associated with each of the incoming calls using results of the function tests; and program instructions for using information associated with the signature to compute a suspect score and a confidence level respecting the incoming call to make incoming call management decisions.
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14. A system for providing an incoming call management service, comprising:
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a call director that receives call control messages respecting incoming calls to subscribers of the incoming call management service, performs function tests associated with various call states of the incoming calls, builds a call signature associated with each incoming call using the function test results, uses information associated with the signature to compute a suspect score and a confidence level respecting the incoming call to make incoming call management decisions; a subscriber'"'"'s preferences database that stores subscriber preference information also used by the call director in making the call management decisions; and a signatures database that stores selected signatures built by the call director. - View Dependent Claims (15, 16, 17, 18, 19)
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Specification