Call response system
09712672 ยท 2017-07-18
Assignee
Inventors
Cpc classification
H04L51/224
ELECTRICITY
H04M2203/4509
ELECTRICITY
International classification
Abstract
A Call Response System comprising modules that are mutually interfaced for sharing parameters. Firstly, a data-collection module, for collecting parameters of an incoming call and of a recipient for the incoming call. Secondly, a dynamic-scripting module for configuring a response scenario according to prioritized combinations of the parameters and for substituting a component for at least one respective open variable within the configured scenario. Finally, a call-response module for transmitting aspects of the component substituted configured scenario, and for recording aspects of the transmitted scenario.
Claims
1. A Call Response System comprising: (A) a data-collection module for collecting parameters (i) of an incoming call and (ii) of a recipient for the incoming call; (B) electronically interfaced to the data-collection module, a dynamic-scripting module for: (i) electronically configuring a response scenario according to prioritized combinations of the parameters to obtain a configured scenario and (ii) substituting a component for at least one respective open variable within the configured scenario; and (C) electronically interfaced to the dynamic-scripting module, a call-response module for: (i) transmitting aspects of the component substituted configured scenario to obtain a transmitted scenario and (ii) recording aspects of the transmitted scenario, wherein the data-collection module, the dynamic-scripting module, and the call-response module are software driven components, and wherein no user interaction occurs during the configuring the response scenario and the substituting the component; and (D) a programming module configured and operable for: (i) writing, editing and recording programming commands according to an interfacing with a user; and (ii) from said programming commands, generating software parameters for at least one module of the Call Response System.
2. The Call Response System according to claim 1 wherein the call-response module includes logic for transforming alphanumeric aspects into an equivalent synthesized speech.
3. The Call Response System according to claim 1 wherein the call-response module includes logic for logging responses and initiating a predetermined follow-up event to the transmitted scenario.
4. The Call Response System according to claim 1 wherein (A) the data-collection module collects at least one parameter selected from the list: time of call, caller ID, caller group, ID of a recipient of the incoming call, time indicators of the recipient calendar, presence parameters, coordinates of physical location of the recipient, a delegate ID, a delegate presence parameter, and combinations thereof; and (B) the dynamic-scripting module includes at least one script fragment selected from the list: a pre-recorded message fragment, a text fragment, a menu, an option list, a caller navigation, a sentence template, a pop-up message, a condition for matching of parameters, and combinations thereof and (C) the call-response module includes at least one dynamic response selected from the list: a pre-recorded voice message, a text message, synthesized speech, a drawing, a video, a picture, an art clip, a pop-up screen, a call forward, a recording of status of the call in a log, a logging of responses, and a combination thereof.
5. The Call Response System according to claim 1 wherein the data collection module includes query-response access to at least one database providing at least one profile enhancement for a parameter selected from the list: an identifier of the initiator of the incoming call, and an identifier of the recipient of the incoming call.
6. The Call Response System according to claim 5 wherein the call-response module transfers the incoming call to the recipient at a profile enhancement provided address.
7. The Call Response System according to claim 4 wherein the call-response module transmits a component substituted configured scenario to the incoming call.
8. The Call Response System according to claim 1 wherein at least one of the data-collection module, the dynamic-scripting module, and the call-response module is resident on a hardware entity selected from the list: (A) an intelligent communication device configured to receive an incoming call; and (B) a communication manager configured to direct the incoming call.
9. The Call Response System according to claim 1 wherein no user interaction occurs from the time of the incoming call until the recording aspects of the transmitted scenario.
10. The Call Response System according to claim 1 wherein the data-collection module monitors a user status and adjusts the response scenario based on the user status, wherein the user status is not related to the incoming call, and wherein the monitoring the user status is performed using only real-time information that is monitored electronically and is not pre-programmed into a database.
11. The Call Response System according to claim 1 wherein the data-collection module establishes a priority status based on a presence status of a user.
12. The Call Response System according to claim 11 wherein the presence status of the user is determined from a social media presence indicator.
13. A Call Response System comprising: (A) a data-collection module for collecting parameters (iii) of an incoming call and (iv) of a recipient for the incoming call; (B) electronically interfaced to the data-collection module, a dynamic-scripting module for: (iii) electronically configuring a response scenario according to prioritized combinations of the parameters to obtain a configured scenario and (iv) substituting a component for at least one respective open variable within the configured scenario; and (C) electronically interfaced to the dynamic-scripting module, a call-response module for: (iii) transmitting aspects of the component substituted configured scenario to obtain a transmitted scenario and (iv) recording aspects of the transmitted scenario, wherein the data-collection module, the dynamic-scripting module, and the call-response module are software driven components, and wherein no user interaction occurs during the configuring the response scenario and the substituting the component; and wherein the collecting parameters is done substantially simultaneously as the electronically configuring and without reference to a database pre-programmed by a user.
14. The Call Response System according to claim 1 wherein no user interaction occurs from the time of the incoming call until the recording aspects of the transmitted scenario such that all of the collecting parameters, the electronically configuring, the substituting the component, and the transmitting aspects of the component substituted configured scenario are completed electronically.
15. The Call Response System according to claim 10 wherein the monitoring the user status includes a comparison of information set by the user to the information that is monitored electronically.
16. The Call Response System according to claim 1 wherein the data-collection module establishes a priority status based on a presence status of a user that is real-time data obtained electronically and is not pre-programmed in a database by the user.
17. The Call Response System according to claim 16 wherein the presence status of the user is determined from a social network site presence indicator.
Description
BRIEF DESCRIPTION OF THE DRAWINGS
(1) Illustrative embodiments will now be described, by way of non-limiting example only, with reference to the accompanying drawing. Furthermore, a more complete understanding of the present embodiments and the advantages thereof may be acquired by referring to the following description in consideration of the accompanying drawings, wherein:
(2)
(3)
DETAILED DESCRIPTION OF THE EMBODIMENTS
(4) The instant embodiments may be realized and employed in various forms, wherein a typical embodiment (see
(5) In the ordinary world, particularly where Business Enablement strongly benefits from intelligent communication, there are many times when an individual receives a call from an identified caller, that individual can not pick up the call but has need to send a short message to the caller or to have performed some other short action. For example, the individual is in the middle of another call and wants to notify the caller that the incoming call is noted and acknowledged with some I will get back to you as soon as I finish another call message; or the individual is in the middle of a meeting and receives a silent incoming call notification from a caller and the individual knows that his delegate/colleague could assist immediatelyrequiring the individual to forward that call to the appropriate delegate/colleague; or the individual is in the middle of a meeting while a colleague calls but can not be answered. Accordingly, the system has the option to embody sending a predefined message stating that I am in the middle of a meeting and only if it is an urgent case will I leave the meeting to call you back; or the like. More particularly, it is very important that alternate answering modes are facilitated with minimal distraction to the user, so the user can concentrate on the call or meeting that the user is currently participating in. In particular, the user should not have to put a current call on hold to perform the call-handling operation.
(6) Furthermore, the instant embodiments enable the user to send back messages to a caller; when the user can't pick up the call, or to transfer the call to another extension without actually answering it. These embodiments enable the messages to be quickly available to the user with minimal disruption to the task the user is currently performing. Particularly, this handling is possible without the need to put a currently active call on hold. Also, answers are logged to keep track of the responses with the ability to follow up and/or set a reminder.
(7) Various instant embodiments enable the user with built in predefined responses; such as according to the following scenarios:
(8) Scenario One: Answer a call with pre-defined recorded answers in the user's voice. In this example the data collection module (10) may collect values of parameters of the incoming call such as time of call, the caller ID or group the caller belongs to, as well as additional parameters of the recipient such as the presence status of the user (in a meeting, in the middle of another call, etc.). Such data are passed to the dynamic scripting module (20) that, upon these data and optionally additional data, configures a response scenario according to prioritized combinations of the parameters. According to the instant embodiment, the pre-recorded messages function as components to be substituted in appropriate open variables of the scenario to be transmitted. In other words, the dynamic scripting module may select a specific recoded message according to the data associated with the caller and the recipient. The selected message is then transmitted back to the caller by the call response module (30), which also records the event of the incoming call and the selected message that was transmitted back in the logger. Optionally, the call response module (30) may initiate also a follow-up/reminder to the user, e.g. a pop-up notice of a pre-determined message. The time for such a reminder to show up may also be set up in advance by the user as an open variable, to be for example a pre-determined period after the original call, or at a pre-determined hour, or at a time slot taken from the user calendar embedded in the user's phone etc.
(9) It should be noted that predefined recorded messages can be provided in numerous ways: for example, by recording the message in the user voice, thus making the answer static, i.e. without variables. As another example, a text to speech synthesizer may be employed, by which the user can dynamically generate a message by combining fixed text with variables that are selected or determined in real time, according to the parameters of the call collected by the data collection module (10). Such variables could for example reflect states of the userfor example on another call, out of the office, in a meeting, unavailable etc. Another example of a variable might be the caller's name (assuming the caller is in the user's phone contacts list). As yet another example, a dynamic variable component may be obtained from applications that operate on the intelligent communications device, on an adjunct or which interact with the intelligent communications device. For example, a component for a variable may be the physical location coordinates of the user, obtained from a GPS application embedded in a cellular phone device of the user. Thus, according to this example, a configured response to a caller who is identified for example as a person having a planed meeting with the user in short while (as may be obtained from the user's calendar application), will receive a message saying for example that the recipient is driving and is a given distance, or a given time, from the meeting location or start time.
(10) Employment of such variables would allow the user to compose a dynamic message, which will be configured in its final form by the dynamic scripting module (20) upon handling a specific call, and using the appropriate components specific to the call, after being provided by the data collection module (10). Thus, for example, a template sentence like: Hello <caller-name>. I'm sorry I can't speak with you right now, as I am currently <my-presence>. I will call you back at <free-time> may be transmitted to the caller as Hello John Smith. I'm sorry I can't speak with you right now, as I am currently in a meeting. I will call you back at four PM. The <free-time> can be taken from the phone calendar, if the phone is synced with a calendar application such as, for example, Outlook schedule. <my-state> is updated by the user if not taken from his calendar or from the phone status. Then the response is logged by the call response module so that the user can follow-up as necessary. In fact, the logged responses may be tracked, stored for historical purposes, or analyzed for purpose of improving or establishing a relationship with a calling party as in the case in a call center environment, in a sales environment, etc.
(11) Scenario Two: A user that can't answer a call (e.g. being busy in a meeting) will be able to signal this condition to the caller and ask him to indicate back the priority of the call. According to this scenario the data collection module (10) will collect data associated with the call, the caller and the recipient, as previously described, and the dynamic scripting module (20) will configure a message to the caller, acknowledging the status of the intended recipient of the call, and asking the caller to indicate, e.g. by pressing one of two keys on the caller's phone, the priority of the call. Upon receiving the indication of the caller by the data collection module (10) and passing it on to the dynamic scripting module (20), the dynamic scripting module will configure a response depending on the content of the indication. If the indication means that the call is of low priority the call will terminate and its details would be logged by the call response module (30), optionally followed by a follow up scenario in the form of an, e.g. pop up notice to the user, as previously described. Alternatively, if the indication means that the call is of high priority the dynamic scripting module will configure a responseto be activated by the call response module (30)essentially allowing the recipient of the call to take the call.
(12) Scenario Three: Forwarding an incoming call to a delegate or colleague with messages to calling party and the forwarded party that this call was rerouted (by the designated call-recipient) to the new destination. According to this scenario, the user pre-determines a group of callers that, in cases that the user is unavailable to take a call, their call would be forwarded to a third person. Thus, upon receiving a call from e.g. such an identified caller belonging to that group, and upon collecting the relevant data and identifying the caller by the data collection module (10), the dynamic response configured by the dynamic response module (20) includes for example configuring a message to the caller, acknowledging of the expected forwarding of the call and configuring the forwarding itself. Then the call response module transmits the message back to the caller, activates the forwarding of the call and generates a log as well as a follow up message to the user, indicating of the activity that has been performed, as is previously described.
(13) Scenario four: According to this scenario the response to an incoming call is not all-automatic, and the user is provided with e.g. a pre-selected list of alternative possible responses to choose from for example, by clicking a button, or highlighting a selection, etc. Thus, upon receiving a call and selecting this scenario by the dynamic scripting module, the call response module generates for example a short message and a list of actions to be presented on the user's phone screen. The user can then choose the preferred response from the list, or to forward the call to the delegate, and this response will consequently be executed and logged by the call response module (30). It should be understood that this scenario provides the user with higher flexibility of choosing the desired or preferred response on the spot, thus eliminating the need to define in advance the exact response to any event namely any type of call in any type of situation; albeit combined with the principle of minimum interference required from the user, according to the described embodiments.
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(15) The programming module has logic for interfacing with a user for writing and editing programming commands, where actual employment of such an interface can be for example a set of keys (buttons) and a screen of a phone device; or a touch screen of the phone device employed both as a virtual keyboard (for input) and a visual output screen; or by connection to another device e.g. a lap-top or a desk-top or any other computer, thereby interfacing with a user. The programming module further comprises logic for recording programming commands, for which end it can interface for example with a memory module incorporated in the phone device, for example an on-chip memory embedded in the phone, or a SIM card or a flash memory or another type of memory unit.
(16) The programming module (50) has further logic for generating software parameters from the programming commands for the three software-driven modules (10, 20, and 30). The programming module (50) is thus configured for interfacing with at least one of the modules (10, 20, and 30) for sending and receiving data and particularly for downloading software, or software parameters, to at least one of the three modules (10, and 30), according to the programming commands that were written by the user.
(17) It should be noted that the construction of scripts and menus by the user, by writing and editing programming commands and employing the programming module as described above, is generally entirely disconnected from the activity of call handling by the call response system as was described in detail with reference to
(18) Now, in addition, the instant embodiments also enable the user to forward a call without answering it; enable the user with very few clicks or actuations to take the action; log the action taken and set reminder to specific scenarios; provide a text to speech capability to compose dynamic messages incorporating variables that get updated in real time; and the like. Furthermore, instant embodiments provide a user with an ability to very quickly send back message or reroute the call, most particularly with the important ability to log the action and therewith to follow them up; automatically or when the user is available. Furthermore, these embodiments enable the user to write the scenario scripts and personalize the response to the different scenarios.
(19) It should be understood that the scenarios described above are provided only as non-limiting examples to various utilization modes and embodiments, and in no way do they exploit the spectrum of scenarios, cases and examples in which the instant embodiments can be utilized and advantageous. While the embodiments and modes of operation have been described with respect to specific examples, those skilled in the art will appreciate that there are numerous variations and permutations of the instant Call Response System described modules, techniques, methods, and apparatusthat fall within the spirit and scope of the embodiments as set forth in the appended claims.
(20) Finally, please note that numbers, alphabetic characters, and roman symbols designated herein are for convenience of explanations only, and should by no means be regarded as imposing particular order on any implicit or explicit method steps.