Answering machine detection for a contact center
View Patent ↗Answering machine detection (“AMD”) processes in a contact center are improved by obtaining and storing call pickup times regarding answered calls. The call pickup time is based on the time between detection of a signaling message indicating the call was offered to the remote interface and a signaling message indicating the call was answered. The value of the call pickup time may be useful to determine if an automatic voice messaging capability (“AVMC”) or a live human answered the call. In other embodiments, the call pickup time is used to generate a call pickup time weighting factor that is used to supplement the analysis of the initial audio greeting after the call has been answered to determine whether an AVMC or live person answered the call. The analysis can be used to determine whether the AVMC is an answering machine or a voice mail service.
1. A method for a call handler comprising a computer processor to determine whether a voice call originated by a contact center to a telephone number was answered by an automatic voice messaging capability (“AVMC”) or a live person, the method comprising:
originating the voice call from the call handler in the contact center by signaling to a communication service provider using an Integrated Services Digital Network (“ISDN”) or a Voice over Internet Protocol (“VoIP) signaling protocol;
starting a call pickup timer in the call handler in response to receiving a first signaling indication from the communication service provider reflecting the voice call is offered to a called party;
stopping the call pickup timer in the call hander in response to receiving a second signaling indication from the communication service provider reflecting the voice call was answered by the called party, whereby a value of the call pickup timer is determined by a duration between starting the call pickup timer and stopping the call pickup timer;
using the value of the call pickup timer in part to determine whether the voice call was answered by the AVMC or the live person; and
connecting the call by the call handler to an agent in response to determining the voice call was answered by the live person.
2. The method of claim 1 , further comprising:
analyzing a greeting detected on the voice call to determine a preliminary determination whether the greeting was provided by the AVMC or the live person;
using the value of the call pickup timer to ascertain a call pickup time weighting factor; and
using the call pickup time weighting factor and the preliminary determination to determine the voice call was answered by the live person.
3. The method of claim 2 , wherein the value of the call pickup timer is less than 24 seconds.
4. The method of claim 1 , further comprising:
retrieving historical call pickup timer data derived from prior voice calls;
comparing the value of the call pickup timer to the historical call pickup timer data to ascertain a call pickup time weighting factor; and
using the call pickup time weighting factor and a preliminary determination of whether the greeting was provided by the AVMC or the live person to determine the voice call was answered by the live person.
5. The method of claim 1 , further comprising:
receiving an agent override indication reflecting the greeting originated from the AVMC; and
terminating the voice call in response to receiving the agent override indication.
6. The method of claim 1 , wherein an interface from the call handler in the contact center to the communication service provider is an Integrated Serviced Digital Network (“ISDN”) interface and the method further comprises:
starting the call pickup timer in the call handler in response to on receiving an ISDN ALERTING message associated with the voice call; and
stopping the call pickup timer in the call handler in response to receiving a ISDN CONNECT message associated with the voice call.
7. The method of claim 1 , further comprising:
storing the value of the call pickup timer in association with the telephone number.
8. A system for determining a voice call originated by a contact center to a telephone number of a called party was answered by an automatic voice messaging capability (“AVMC”) or a live person, the system comprising:
a call handler comprising a computer processor configured to:
originate the voice call to a communication service provider using an Integrated Services Digital Network (“ISDN”) or a Voice over Internet Protocol (“VoIP) signaling protocol;
start a call pickup timer in response to receiving a first signaling indication from the communication service provider reflecting the voice call is offered to the called party;
stop the call pickup timer in response to receiving a second signaling indication from the communication service provider reflecting the voice call was answered by the called party, thereby determining a value of the call pickup timer;
use the value of the call pickup timer in part to determine whether the voice call was answered by the AVMC or the live person; and
connect the voice call to an agent in response to determining the voice call was answered by the live person.
9. The system of claim 8 , wherein the computer processor is further configured to:
analyze a greeting of the voice call to determine a preliminary determination whether the greeting was provided by the AVMC or the live person;
use the value of the call pickup timer to ascertain a call pickup time weighting factor; and
use the call pickup time weighting factor and the preliminary determination to determine the voice call was answered by the live person.
10. The system of claim 8 , wherein the computer processor is further configured to:
retrieve historical voice call pickup timer data derived from prior voice calls; and
compare the value of the call pickup timer to the historical voice call pickup timer data to ascertain a call pickup time weighting factor.
11. The system of claim 8 , wherein the computer processor is further configured to:
receive an agent override indication reflecting the greeting originated from the AVMC; and
terminate the voice call in response to receiving the agent override indication.
12. The system of claim 11 , wherein the computer processor is further configure to terminate recording after receiving the agent override indication.
13. The system of claim 8 , wherein the ISDN signaling protocol is used for signaling to the communication service provider, and the computer processor is further configured to:
start the call pickup timer in the call handler in response to receiving an ISDN ALERTING message as the first signaling indication; and
stop the call pickup timer in the call handler in response to receiving an ISDN CONNECT message as the second signaling indication.
14. The system of claim 8 , wherein the VoIP signaling protocol is used for signaling to the communication service provider, and further wherein:
the first signaling indication comprises an “180 Ringing” SIP message; and
the second signaling indication comprises a “200 OK” SIP message.
15. A non-transitory computer readable medium storing instructions that when executed by a computer processor cause the computer processor to:
originate a voice call by a call handler in a contact center to a communication service provider using an Integrated Services Digital Network (“ISDN”) or a Voice over Internet Protocol (“VoIP) signaling protocol;
start a call pickup timer in response to receiving a first signaling indication from the communication service provider reflecting the voice call is offered to a called party;
stop the call pickup timer in response to receiving a second signaling indication from the communication service provider the voice call was answered by the called party, thereby determining a value of the call pickup timer; and
use the value of the call pickup timer in part to determine whether the voice call was answered by an automatic voice messaging capability (“AVMC”) or a live person.
16. The non-transitory computer readable medium of claim 15 , wherein the instructions when executed by the computer processor further cause the computer processor to:
analyze a greeting of the voice call to generate a preliminary determination whether the voice call was answered by the AVMC or the live person;
use the value of the call pickup timer to ascertain a call pickup time weighting factor; and
use the call pickup time weighting factor and the preliminary determination to determine the voice call was answered by the live person.
17. The non-transitory computer readable medium of claim 15 , wherein the instructions when executed by the computer processor further cause the computer processor to:
determine the voice call been answered by an AVMC;
provide an announcement to the AVMC;
detect either dual tone multiple frequency (“DTMF”) tones or speech from a live person while the announcement is being provided to the AVMC;
terminate providing the announcement to the AVMC in response to detecting either DTMF tones or speech; and
connect the voice call to an agent.
18. The non-transitory computer readable medium of claim 15 , wherein the instructions when executed by the computer processor further cause the computer processor to:
determine a greeting has been provided by the live person;
connect the voice call to an agent;
receive an agent override indication from the agent reflecting the greeting was not provided by the live person but by the AVMC; and
terminate the voice call after receiving the agent override indication.
19. The non-transitory computer readable medium of claim 18 , wherein the instructions when executed by the computer processor further cause the computer processor to:
record an indication associated with a called telephone number of the voice call reflecting that an AVMC was detected on a prior voice call to the called telephone number.
20. The non-transitory computer readable medium of claim 15 , wherein
the first signaling indication is an ISDN ALERTING message; and
the second signaling indication is an ISDN CONNECT message.