Automated call management
A method, article of manufacture, and apparatus for automated processing of an auditory communication is disclosed. In an embodiment, this comprises receiving the auditory communication with call transport information, triggering a first policy based on the data, and selecting, based on the first policy, at least a first lexicon comprising a plurality of keywords. A first portion of the call is compared to the first lexicon to identify keywords matched by the first portion of the call, and a second policy is invoked based on the matched keywords. The action(s) specified by the second policy is taken. Actions may include termination of the call, joining a third party, archiving the call, changing a characteristic of the call, or further processing using another lexicon.
1. A method of managing a call having associated data representing call transport information, comprising:
triggering a first policy based on the data;
selecting, based on the first policy, at least a first lexicon comprising a plurality of keywords;
comparing at least a first portion of the call to the first lexicon to identify keywords matched by the first portion of the call;
invoking a second policy based on the matched keywords; and
taking an action specified by the second policy.
2. The method as recited in claim 1 , wherein the match is positive or negative.
3. The method as recited in claim 2 , wherein the action includes termination of the call.
4. The method as recited in claim 2 , wherein the action includes joining a third party to the call.
5. The method as recited in claim 2 , wherein the action includes archiving the call.
6. The method as recited in claim 2 , wherein the action includes changing a characteristic of the call.
7. The method as recited in claim 6 , wherein the characteristic comprises at least one of the group comprising volume, routing, bandwidth, and priority.
8. The method as recited in claim 1 , wherein the action includes selecting at least a second lexicon.
9. The method as recited in claim 8 , further comprising comparing at least a second portion of the call to the second lexicon to identify keywords further matched by the second portion of the call.
10. The method as recited in claim 9 , further comprising invoking a third policy based on the further matched keywords.
11. The method as recited in claim 10 , further comprising taking an action specified by the third policy.
12. A system for managing a call having associated data representing call transport information, comprising a computer configured to:
trigger a first policy based on the data;
select, based on the first policy, at least a first lexicon comprising a plurality of keywords;
compare at least a first portion of the call to the first lexicon to identify keywords matched by the first portion of the call;
invoke a second policy based on the matched keywords; and
take an action specified by the second policy.
13. The system as recited in claim 12 , configured to identify positive or negative keyword matches.
14. The system as recited in claim 13 , wherein the action includes termination of the call.
15. The system as recited in claim 13 , wherein the action includes joining a third party to the call.
16. The system as recited in claim 13 , wherein the action includes archiving the call.
17. The system as recited in claim 13 , wherein the action includes changing a characteristic of the call.
18. A computer program product for managing a call having associated data representing call transport information, comprising a computer usable medium having machine readable code embodied therein for:
triggering a first policy based on the data;
selecting, based on the first policy, at least a first lexicon comprising a plurality of keywords;
comparing at least a first portion of the call to the first lexicon to identify keywords matched by the first portion of the call;
invoking a second policy based on the matched keywords; and
taking an action specified by the second policy.
19. The computer program product as recited in claim 18 , wherein the match is positive or negative.