US6587558B2
Expired / Lapsed
US
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System and method for virtual interactive response unit
Assignee: IMMERQUIRE LLC
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Filing: 2001-01-29
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Granted: 2003-07-01
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Expires: 2021-01-29
Abstract
Abstract A virtual interactive response (VIR) system mimics and enhances interactive voice response (IVR) technology by using humans to drive the voice recognition unit (VRU) speech recognition functionality. This VIR system initiates a dialogue with the customer by prompting the customer with an initial welcoming message. Calls from a customer are initially made in a first region having high labor costs, but are then directed to an overseas location using voice over Internet protocol (VOIP) or other voice communications technology. The calls are then directed to an appropriate human agent at the overseas location who then listens to the customer's query and makes a decision on how to respond to the customer.
Inventors
- 👤 William Lo
Bibliographic Details
Application Number
—
Jurisdiction
US
Data Source
google_patents
Last Synchronized
2026-10-24 16:29
CPC Classifications
H; H04; H04M; H04M3/00; H04M3/42; H04M3/50; H04M3/51; H04M3/5183; H04M3/487; H04M3/493; H04M3/5125; H04M7/00; H04M7/12; H04M7/1205; H04M7/128
Claims Analysis
Total Claims: 27
Claim 1
Independent Claim
109 words
A method of producing a routed telephone call within a call center, the method comprising: receiving an audio transmission in a voice over Internet Protocol format at an operator station via a network, the operator station being located in a different country than the call center; obtaining a human judgment of an appropriate call routing option based on the content of the audio transmission; and transmitting a call routing command signal via the network to the call center wherefrom the audio transmission originated; wherein a telephone call received at the call center originating the audio transmission is routed within the call center based on the call routing command signal.
Claim 2
Independent Claim
109 words
A method of producing a routed telephone call within a call center, the method comprising: receiving an audio transmission in a voice over Internet Protocol format at an operator station via a network, the operator station being located in a different country than the call center; obtaining a human judgment of an appropriate call routing option based on the content of the audio transmission; and transmitting a call routing command signal via the network to the call center wherefrom the audio transmission originated; wherein a telephone call received at the call center originating the audio transmission is routed within the call center based on the call routing command signal.
Claim 3
Dependent Claim
48 words
The method of producing a routed telephone call, as recited in claim 1 , wherein the call center is operated by an entity selected from the group consisting of: a for-profit business entity, a non-profit business entity, a governmental entity, a charitable entity, and an international pan-governmental entity.
Claim 4
Independent Claim
94 words
A method of producing a routed telephone call, the method comprising: receiving a one-way audio transmission at an operator station via a network; obtaining a human judgment made by an operator at the operator station of an appropriate call routing option based on the content of the one-way audio transmission; and transmitting a call routing command signal via the network to a call center wherefrom the one-way audio transmission originated; wherein a telephone call received at the call center that originated the one-way audio transmission is routed based on the call routing command signal.
Claim 5
Independent Claim
94 words
A method of producing a routed telephone call, the method comprising: receiving a one-way audio transmission at an operator station via a network; obtaining a human judgment made by an operator at the operator station of an appropriate call routing option based on the content of the one-way audio transmission; and transmitting a call routing command signal via the network to a call center wherefrom the one-way audio transmission originated; wherein a telephone call received at the call center that originated the one-way audio transmission is routed based on the call routing command signal.
Claim 6
Dependent Claim
28 words
The method of producing a routed telephone call, as recited in claim 3 , wherein the received one-way audio transmission is in a voice over Internet Protocol format.
Claim 7
Dependent Claim
29 words
The method of producing a routed telephone call, as recited in claim 3 , wherein the received one-way audio transmission is in the format of a recorded voice signal.
Claim 8
Independent Claim
60 words
A method of screening telephone calls, the method comprising: receiving a telephone call at a call center; transmitting a one-way audio transmission, derived from the received telephone call, via network to a remote screening facility; and routing the received telephone call within the call center based on a screening command signal received from an operator at the remote screening facility.
Claim 9
Independent Claim
60 words
A method of screening telephone calls, the method comprising: receiving a telephone call at a call center; transmitting a one-way audio transmission, derived from the received telephone call, via network to a remote screening facility; and routing the received telephone call within the call center based on a screening command signal received from an operator at the remote screening facility.
Claim 10
Dependent Claim
26 words
The method of screening telephone calls, as recited in claim 6 , wherein the transmitted one-way audio transmission is in a voice over Internet Protocol format.
Claim 11
Dependent Claim
27 words
The method of screening telephone calls, as recited in claim 6 , wherein the transmitted one-way audio transmission is in the format of a recorded voice signal.
Claim 12
Dependent Claim
139 words
An operator station for routing telephone call within a call center, the operator station comprising: a processor; a memory in addressable communication with the processor, the memory bearing software instructions adapted to enable the processor to cause the operator station to perform the actions of: receiving an audio transmission in a voice over Internet Protocol format at the operator station via a network, the operator station being located in a different country than the call center; obtaining a human judgment of an appropriate call routing option based on the content of the audio transmission; and transmitting a call routing command signal via the network to the call center wherefrom the audio transmission originated; wherein a telephone call received at the call center originating the audio transmission is routed within the call center based on the call routing command signal.
Claim 13
Dependent Claim
139 words
An operator station for routing telephone call within a call center, the operator station comprising: a processor; a memory in addressable communication with the processor, the memory bearing software instructions adapted to enable the processor to cause the operator station to perform the actions of: receiving an audio transmission in a voice over Internet Protocol format at the operator station via a network, the operator station being located in a different country than the call center; obtaining a human judgment of an appropriate call routing option based on the content of the audio transmission; and transmitting a call routing command signal via the network to the call center wherefrom the audio transmission originated; wherein a telephone call received at the call center originating the audio transmission is routed within the call center based on the call routing command signal.
Claim 14
Dependent Claim
125 words
An operator station for routing a telephone call, the operator station comprising: a processor; a memory in addressable communication with the processor, the memory bearing software instructions adapted to enable the processor to cause the operator station to perform the actions of: receiving a one-way audio transmission at the operator station via a network; obtaining a human judgment made by an operator at the operator station of an appropriate call routing option based on the content of the one-way audio transmission; and transmitting a call routing command signal via the network to a call center wherefrom the one-way audio transmission originated; wherein a telephone call received at the call center that originated the one-way audio transmission is routed based on the call routing command signal.
Claim 15
Dependent Claim
125 words
An operator station for routing a telephone call, the operator station comprising: a processor; a memory in addressable communication with the processor, the memory bearing software instructions adapted to enable the processor to cause the operator station to perform the actions of: receiving a one-way audio transmission at the operator station via a network; obtaining a human judgment made by an operator at the operator station of an appropriate call routing option based on the content of the one-way audio transmission; and transmitting a call routing command signal via the network to a call center wherefrom the one-way audio transmission originated; wherein a telephone call received at the call center that originated the one-way audio transmission is routed based on the call routing command signal.
Claim 16
Dependent Claim
28 words
The operator station for routing a telephone call as recited in claim 10 , wherein the received one-way audio transmission is in a voice over Internet Protocol format.
Claim 17
Dependent Claim
29 words
The operator station for routing a telephone call as recited in claim 10 , wherein the received one-way audio transmission is in the format of a recorded voice signal.
Claim 18
Independent Claim
89 words
An apparatus for screening telephone calls, the apparatus comprising: a processor; a memory in addressable communication with the processor, the memory bearing software instructions adapted to enable the processor to cause the apparatus to perform the actions of: receiving a telephone call at a call center; transmitting a one-way audio transmission, derived from the received telephone call, via network to a remote screening facility; and routing the received telephone call within the call center based on a screening command signal received from an operator at the remote screening facility.
Claim 19
Independent Claim
89 words
An apparatus for screening telephone calls, the apparatus comprising: a processor; a memory in addressable communication with the processor, the memory bearing software instructions adapted to enable the processor to cause the apparatus to perform the actions of: receiving a telephone call at a call center; transmitting a one-way audio transmission, derived from the received telephone call, via network to a remote screening facility; and routing the received telephone call within the call center based on a screening command signal received from an operator at the remote screening facility.
Claim 20
Dependent Claim
26 words
The apparatus for screening telephone calls as recited in claim 13 , wherein the transmitted one-way audio transmission is in a voice over Internet Protocol format.
Claim 21
Dependent Claim
27 words
The apparatus for screening telephone calls as recited in claim 13 , wherein the transmitted one-way audio transmission is in the format of a recorded voice signal.
Claim 22
Dependent Claim
86 words
A directory assistance apparatus comprising: a processor; a memory in addressable communication with the processor, the memory bearing software instructions adapted to enable the processor to cause the directory assistance apparatus to perform the actions of: receiving a telephone call from a calling party; transmitting a one-way audio transmission, derived from the received telephone call, via network to a remote screening facility; and providing the calling party with a telephone number based on a screening command signal received from an operator at the remote screening facility.
Claim 23
Dependent Claim
86 words
A directory assistance apparatus comprising: a processor; a memory in addressable communication with the processor, the memory bearing software instructions adapted to enable the processor to cause the directory assistance apparatus to perform the actions of: receiving a telephone call from a calling party; transmitting a one-way audio transmission, derived from the received telephone call, via network to a remote screening facility; and providing the calling party with a telephone number based on a screening command signal received from an operator at the remote screening facility.
Claim 24
Dependent Claim
24 words
The directory assistance apparatus as recited in claim 16 , wherein the transmitted one-way audio transmission is in a voice over Internet Protocol format.
Claim 25
Dependent Claim
25 words
The directory assistance apparatus as recited in claim 16 , wherein the transmitted one-way audio transmission is in the format of a recorded voice signal.
Claim 26
Independent Claim
68 words
A method of screening telephone calls, the method comprising: receiving a telephone call at a call center; transmitting a one-way audio transmission, containing natural language content from the received telephone call, via network to a remote screening facility; and routing the received telephone call within the call center based on a screening command signal received from an operator hearing the natural language content at the remote screening facility.
Claim 27
Independent Claim
68 words
A method of screening telephone calls, the method comprising: receiving a telephone call at a call center; transmitting a one-way audio transmission, containing natural language content from the received telephone call, via network to a remote screening facility; and routing the received telephone call within the call center based on a screening command signal received from an operator hearing the natural language content at the remote screening facility.
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USPTO Annuity & Maintenance Windows
| Annuity Stage | Window Opens | Payment Deadline | Surcharge Period Until | Estimated Fee | Status |
|---|---|---|---|---|---|
| 3.5 Years (Year 4) | 2006-06-30 | 2006-12-30 | 2007-07-01 | $2000.00 | Window Closed / Lapsed |
| 7.5 Years (Year 8) | 2010-06-30 | 2010-12-30 | 2011-07-01 | $3760.00 | Window Closed / Lapsed |
| 11.5 Years (Year 12) | 2014-06-30 | 2014-12-30 | 2015-07-01 | $7700.00 | Window Closed / Lapsed |