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AssigneeAvaya Technology Corp.
InventorsJeffrey Nicholas Adams, Sedelia Boudreaux, Christopher D. Cordom, June Snyder Fusco, Robert Eric Grundmann, Rodell Scott Sweet
Estimating the term…
Techniques and systems for routing and information collection for telephone calls are described. Upon initiation of a revenue generating call, a data management module creates a call interaction record, including a unique call identifier and information generated by an exchange originating the call. Call accounting information such as user identification and billing account information are collected from the user by presenting audible queries from the user and receiving voice responses. The voice responses are matched to stored information, which is stored in the call interaction record. If a voice response does not unambiguously identify the requested information, further queries may be presented to elicit more refined responses or request responses for recording and later playback. Routing information is then collected, again through audible queries and voice responses, and stored. Upon completion of the call, the call interaction record is closed and stored for later retrieval and analysis.
A call routing and data collection and management system for collecting, maintaining and analyzing information relating to revenue generating calls, comprising:
A method of collecting, storing and analyzing information relating to revenue generating calls, comprising:
Dependencies are inferred from the claim text.