Patent ID: 7460652
Filing Date: 2008-12-02
Classification: H04M,H04Q

Abstract:
1. A switchboard system comprising: a data module including an input to receive an incoming call, the data module responsive to one or more remote interactive voice response applications and an Internet-based telephony system, the data module to selectively answer the incoming call; a first interactive voice response (IVR) dialog module coupled to the data module, the first IVR dialog module responsive to the incoming call to engage a voice dialog with a caller using a set of language models to generate a message; a routing engine module coupled to the first IVR dialog module to receive and to decode the message, the routing engine module responsive to a destination IVR rules table and responsive to logic to determine from the decoded message when a live agent is required, and in response to the determination, the routing engine module to route the incoming call to a computer telephony interface when the live agent is required; and wherein the routing engine module is adapted to: