Loading patent…
AssigneeInterVoice Limited Partnership
InventorMichael J. Polcyn
Estimating the term…
A system and method of directing calls is disclosed for a telephone network having remote locations. The remote locations receive incoming calls and attempt to route the calls using a basic call director. If the remote location cannot route the call, then data, such as a recorded spoken utterance, is provided to a central system. The central system then attempts to automatically determine how to route the call using the data from the remote location. If the central system is unable to automatically determine the routing information, then the data is provided to an operator who attempts to determine how to route the call. Finally, a caller can be connected directly to the operator, if the operator is not able to determine routing information from the provided data alone.
A method of directing calls in a telephone network comprising the steps of:
A remote call director system for a telephone network in which a plurality of said remote call director systems are linked to a central system, wherein callers are first connected to said remote system and wherein calls are directed by said remote call director system using information provided by said callers, said remote call director system comprising:
A central system for a telephone network in which a plurality of remote systems are linked to said central system, wherein callers are first connected to one of said remote systems and wherein calls are directed by said remote system using information provided by said central system, said central system comprising:
Dependencies are inferred from the claim text.