Patent ID: 11876930
Assignee: ACQUEON TECHNOLOGIES INC.
Field: Telecommunications (Electrical engineering)
Classification: CPC H  G | IPC G  H

Claim 10:
11. A method for dual-prong call progress assessment, comprising the steps of:
establishing, using an auto-dialer with built-in call progress assessment capabilities, an outbound call leg to a dialed number;
sending, using the auto-dialer, audio data associated with the dialed number to an optimized call progress assessment service;
receiving the audio data associated with the dialed number at the optimized call progress assessment service;
processing, using the optimized call progress assessment service, the received audio stream data using a call progress analysis method selected from the list of energy analysis, entropy analysis, fingerprint analysis, answering machine metadata (AMD) analysis, and real-time speech analysis;
receiving, at the optimized call progress assessment service, a result of the call progress analysis method, the result comprising a determination as to whether a live person is detected or whether an answering machine is detected;
determining, using the optimized call progress assessment service, if the received result is received before a predetermined threshold time period is surpassed;
determining, using the optimized call progress assessment service, if the received result has a confidence rating greater than a predetermined confidence threshold;
if the predetermined threshold time period is not surpassed and the confidence rating is greater than the predetermined confidence threshold:
accepting the result as the call progress assessment outcome; and
routing the call leg either to an available agent where the result determines that a live person is detected or to an interactive voice response system where the result determines that an answering machine has been detected;
if either predetermined threshold is not satisfied:
sending, using the optimized call progress assessment service, an indication of inconclusiveness to the auto-dialer;
receiving, using the auto-dialer, the indication of inconclusiveness from the optimized call progress assessment service;
processing, using the auto-dialer, the audio stream data associated with dialed phone number to determine a call progress assessment outcome using the built-in call progress assessment capabilities of the auto-dialer, the built-in call progress assessment capabilities comprising one or more pre-determined rules for classifying the audio stream data as having a live person connected or as having an answering machine connected;
receiving a classification from the built-in call progress assessment capabilities, the classification comprising a determination as to whether a live person is expected or whether an answering machine is expected; and
routing the call leg either to an available agent where the classification determines that a live person is expected or to an interactive voice response system where the classification determines that an answering machine is expected.