System and method for communication provider and remote device connection analysis
A system and method are presented for analysis of a connection comprising a communication provider and a remote device. Known timing conditions may be used in the analysis to eliminate the impact of analysis delay on the contacted party flow. A point in time may be determined at which a live answer is no longer expected and an answering service answer may be expected using several factors. These factors comprise the routing time to/from the originating provider to a secondary provider as well as the time that the secondary provider alerts before transferring to a voice message service. Live answer determination may be categorized prior to the indication of a far-end connection and before the application of any media analysis routines.
1. A method for communication analysis routines for identifying an answering device, associated with a remote contact, in a telecommunications system, wherein the system comprises an outbound communication application in a contact center system environment which communicates over a network to the answering device, the method comprising the steps of:
a. placing an outbound communication, by the outbound communication application, to the remote contact;
b. receiving a signaling indication on a network adaptor from the remote contact and performing signaling analysis on the signaling indication, wherein the signaling analysis comprises applying timing constraint logic to the signaling indication;
c. determining if there is a timing disposition result whereas if there is a timing disposition result, continuing on to step (d), otherwise, beginning the process from step (b);
d. determining if media analysis is required, wherein if media analysis is required, performing the media analysis, and if media analysis is not required, proceeding to step (e);
e. receiving a disposition result and providing data on timing inputs to the timing constraint logic, wherein the data is applied by an analysis component to improve the timing constraint logic through system learning; and
f. declaring the disposition result.
2. The method of claim 1 , wherein the outbound communication comprises a call.
3. The method of claim 2 , wherein the call comprises a media type.
4. The method of claim 3 , wherein the media type comprises at least one of: voice or data.
5. The method of claim 1 , wherein the outbound communication application comprises an outbound dialer application.
6. The method of claim 1 , wherein the timing constraint logic includes communication timing inputs, which comprise timing characteristics of one or more of: the communication provider, the answering device, and the communication path.
7. The method of claim 6 , wherein the communication provider indicates a time associated with a specific provider endpoint.
8. The method of claim 7 , wherein the endpoint comprises a connected endpoint to the system, wherein the endpoint is capable of providing a communication path for an outbound communication.
9. The method of claim 6 , wherein the input comprises a database of time values associated with at least one of: a type of answering device and the communication path.
10. The method of claim 6 , wherein the communication provider time is capable of improvement through system learning.
11. The method of claim 6 , wherein the answering device indicates an answering device time associated with the endpoint, wherein the answering device time further comprises at least one of: an ID, a phone number, and an address mapping to a specific device.
12. The method of claim 11 , wherein the answering device time values are capable of improvement through system learning.
13. The method of claim 11 , wherein the answering device utilizes an answering agent when the communication is unanswered.
14. The method of claim 13 , wherein the answering agent comprises one or more of: an answering machine, a provider answering service, and a built-in application.
15. The method of claim 6 , wherein the communication path comprises routing information of a specific communication through the network.
16. The method of claim 15 , wherein the communication path is determined through signaling information received in real-time during the communication, wherein the signaling information provides indicators of the communication path.
17. The method of claim 16 , further comprising inputting real-time communication path values to determine answer time predictions, wherein the predications are capable of improvement through system learning.
18. The method of claim 16 , wherein the communication path varies.
19. The method of claim 18 , wherein the variance is due to failure or servicing.
20. The method of claim 1 , wherein the determining of step (c) comprises comparing elapsed time of the outbound communication with a pre-determined threshold.
21. A method for communication analysis routines for identifying an answering device, associated with a remote contact, in a telecommunications system, wherein the system comprises an outbound communication application in a contact center system environment which communicates over a network to the answering device, the method comprising the steps of:
a. placing an outbound communication, by the outbound communication application, to the remote contact;
b. receiving a signaling indication on a network adaptor from the remote contact and performing signaling analysis on the signaling indication, wherein the signaling analysis comprises applying timing constraint logic to the signaling indication;
c. determining if there is a timing disposition result whereas if there is a timing disposition result, continuing on to step (d), otherwise, beginning the process from step (b);
d. receiving a disposition result and providing data on timing inputs to the timing constraint logic, wherein the data is applied by an analysis component to improve the timing constraint logic through system learning; and
e. declaring the disposition result.
22. The method of claim 21 , wherein the outbound communication comprises a call.
23. The method of claim 22 , wherein the call comprises a media type.
24. The method of claim 23 , wherein the media type comprises at least one of: voice or data.
25. The method of claim 21 , wherein the outbound communication application comprises an outbound dialer application.
26. The method of claim 21 , wherein the timing constraint logic includes communication timing inputs, which comprise timing characteristics of one or more of: the communication provider, the answering device, and the communication path.
27. The method of claim 26 , wherein the communication provider indicates a time associated with a specific provider endpoint.
28. The method of claim 27 , wherein the endpoint comprises a connected endpoint to the system, wherein the endpoint is capable of providing a communication path for an outbound communication.
29. The method of claim 26 , wherein the inputs comprise a database of time values associated with at least one of: a type of answering device and the communication path.
30. The method of claim 26 , wherein the communication provider time is capable of improvement through system learning.
31. The method of claim 26 , wherein the answering device indicates an answering device time associated with the endpoint, wherein the answering device time further comprises at least one of: an ID, a phone number, and an address mapping to a specific device.
32. The method of claim 31 , wherein the answering device time values are capable of improvement through system learning.
33. The method of claim 31 , wherein the answering device utilizes an answering agent when the communication is unanswered.
34. The method of claim 33 , wherein the answering agent comprises one or more of: an answering machine, a provider answering service, and a built-in application.
35. The method of claim 26 , wherein the communication path comprises routing information of a specific communication through the network.
36. The method of claim 35 , wherein the communication path is determined through signaling information received in real-time during the communication, wherein the signaling information provides indicators of the communication path.
37. The method of claim 36 , further comprising inputting real-time communication path values to determine answer time predictions, wherein the predications are capable of improvement through system learning.
38. The method of claim 36 , wherein the communication path varies.
39. The method of claim 38 , wherein the variance is due to failure or servicing.
40. The method of claim 21 , wherein the determining of step (c) comprises comparing elapsed time of the outbound communication with a pre-determined threshold.