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

Claim 0:
1. A system for dual-prong call progress assessment and routing, comprising:
an auto-dialer with built-in call progress assessment capabilities comprising a first plurality of programming instructions stored in a memory of, and operating on a processor of, a computer system, wherein the first plurality of programming instructions, when operating on the at least one processor, causes the computer system to:
establish an outbound call to a dialed number;
send audio data associated with the dialed number to an optimized call progress assessment service;
receive an indication of inconclusiveness from the optimized call progress assessment service;
responsive to receiving the indication of inconclusiveness from the optimized call progress assessment service:
process the audio data associated with the dialed 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; and
receive 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
route the call leg either to an available agent where the received 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; and
the optimized call progress assessment service comprising at least a second plurality of programming instructions stored in the at least one memory of, and operating on at least one processor of, the computer system, wherein the second plurality of programming instructions, when operating on the at least one processor, cause the computer system to:
receive the audio data associated with the dialed number;

process 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;
receive 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;
determine if the result is received before a predetermined threshold time period is surpassed;
determine if the result has a confidence rating greater than a predetermined confidence threshold;
wherein if the predetermined threshold time period is not surpassed and the confidence rating is greater than the predetermined confidence threshold, accept the result as the call progress assessment outcome and route 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; and
wherein if either predetermined threshold is not satisfied, send the indication of inconclusiveness to the auto-dialer with built-in call progress assessment capabilities.