System and method for operating a highly distributed interactive voice response system
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United States of America Patent
Stats
-
Sep 2, 2003
Grant Date -
May 16, 2002
app pub date -
Aug 14, 1998
filing date -
Aug 14, 1998
priority date (Note) -
In Force
status (Latency Note)
Importance
Abstract
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.
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Family
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