Accurate dispositioning of a telephone call by reconciling cause codes with in-band audio information
A telephone call to a remote party may encounter a number of abnormal conditions, which prevents the call from being offered to the remote party's interface. These conditions may be indicated to the calling party using call progress information conveyed as out-of-band information, in the form of signaling elements and/or as in-band information, in the form of audio information. The audio information may include a special information tone and/or an intercept announcement. The call handler originating the outbound call may provide the audio information to a speech analytics component that analyzes the audio information. The analyzed audio information may be reconciled with the out-of-band information. Various rules can be applied to ascertain how to disposition the call in instances where the in-band and out-of-information are inconsistent. Once reconciled, accurate call disposition information can be recorded in the call record for that call.
1. A system for processing call related information, comprising:
a call handler configured to:
originate an outbound call to a telephone number associated with a called party;
receive a code in a signaling message over an VoIP or ISDN interface from a communications network receiving the outbound call from the call handler, wherein the code indicates a first reason reflecting why the call was not answered;
receive audible call progress information provided in-band from the communications network, the audible call progress information indicating a second reason reflecting why the call was not answered;
receive call status information derived from analyzing the audible call progress information;
ascertain a disposition code based on the code and the call status information; and
store the disposition code in association with a call record of the outbound call.
2. The system of claim 1 , further comprising:
a speech analytics component (“SAC”) configured to:
receive the audible call progress information from the call handler;
derive semantic information by analyzing the audible call progress information; and
provide the call status information based on the derived semantic information.
3. The system of claim 2 , wherein the SAC is integrated with the call handler.
4. The system of claim 2 , wherein the audible call progress information comprises an intercept announcement.
5. The system of claim 1 , wherein the audible call progress information comprises a special information tone.
6. The system of claim 2 , wherein the call handler is configured to store the audible call progress information in a cache memory, and wherein the SAC is configured to retrieve the audible call progress information from the cache memory.
7. The system of claim 1 , wherein the second reason reflecting why the call was not answered reflects the telephone number is not in service and the disposition code reflects the telephone number is not in service.
8. A non-transitory computer readable medium storing instructions, that when executed, cause a computer processor to:
receive a first input providing call status information indicating a first reason why an outbound call originating from a call handler in a contact center was not answered based on analyzing audible in-band call progress information;
receive a second input received from a communications network on a voice over Internet Protocol (“VoIP”) or ISDN interface over which the outbound call originated, the second input comprising out-of-band code information indicating a second reason why the outbound call from the call handler to the communications network was not answered; and
determine a disposition code based on the first input and the second input, wherein the disposition code reflects the first reason why the outbound call was not answered.
9. The non-transitory computer readable medium of claim 8 , wherein the audible in-band call progress information comprises an intercept announcement.
10. The non-transitory computer readable medium of claim 8 , wherein the interface comprises the VoIP interface using a session initiated protocol (“SIP”) to convey the code.
11. The non-transitory computer readable medium of claim 8 , wherein the first input is received from a speech analytics component analyzing the audible in-band call progress information.
12. The non-transitory computer readable medium of claim 11 , wherein the audible in-band call progress information is stored in a cache memory and retrieved by the speech analytics component in order to analyze the audible in-band call progress information.
13. The non-transitory computer readable medium of claim 8 , further comprising instructions that cause the computer processor to:
store the disposition code in a call record comprising a telephone number to which the outbound call was directed, the disposition code reflecting the telephone number is no longer in service.
14. A method for processing a telephone call, comprising:
originating an outbound telephone call by a call handler at a contact center to a remote interface of a called party;
receiving audible in-band call progress information comprising an intercept announcement at the call handler indicating a first reason why the outbound telephone call was not answered;
receiving non-audible out-of-band call progress information at the call handler on a voice over Internet Protocol (“VoIP”) or ISDN interface comprising a code reflecting a second reason why the outbound telephone call was not answered;
analyzing the intercept announcement to generate call status information;
providing the call status information to a computer processor in the call handler;
determining a disposition code by the computer processor based on the code and the call status information; and
updating a call record associated with the outbound call by the call handler to reflect the disposition code.
15. The method of claim 14 , further comprising:
receiving the audible in-band call progress information by a speech analytics component (“SAC”);
deriving semantic information by analyzing the audible in-band call progress information by the SAC; and
providing the call status information based to the computer by the SAC based on the derived semantic information.
16. The method of claim 15 , further comprising:
storing the audible in-band call progress information in a cache memory;
retrieving the audible in-band call progress information from the cache memory by the SAC;
erasing the audible in-band call progress information after the call status information is provided to the computer by the SAC.
17. The method of claim 15 , wherein the audible in-band call progress information further comprises an intercept announcement.
18. The method of claim 17 , wherein the step of analyzing the intercept announcement to generate call status information further comprises analyzing a special information tone.
19. The method of claim 14 , wherein the disposition code reflects a telephone number used to originate the outbound telephone call is not in service.
20. The method of claim 16 , wherein the audible in-band call progress information stored in the cache memory is one of a plurality of audible in-band call progress information stored in the cache memory corresponding to a plurality of outbound calls originated by the call handler.