US 12,137,185 B2
Dual-prong call progress assessment and routing
Ashok Raj Susairaju, Chennai (IN); and Ashish Koul, San Jose, CA (US)
Assigned to ACQUEON TECHNOLOGIES INC., San Jose, CA (US)
Filed by Acqueon Inc., Irving, TX (US)
Filed on Nov. 8, 2023, as Appl. No. 18/504,890.
Application 18/504,890 is a continuation of application No. 18/147,663, filed on Dec. 28, 2022, granted, now 11,876,930.
Application 18/147,663 is a continuation of application No. 17/828,616, filed on May 31, 2022, granted, now 11,622,041, issued on Apr. 4, 2023.
Application 17/828,616 is a continuation in part of application No. 17/571,526, filed on Jan. 9, 2022, granted, now 11,483,429, issued on Oct. 25, 2022.
Application 17/571,526 is a continuation of application No. 17/348,545, filed on Jun. 15, 2021, granted, now 11,223,722, issued on Jan. 11, 2022.
Claims priority of provisional application 63/130,014, filed on Dec. 23, 2020.
Prior Publication US 2024/0155053 A1, May 9, 2024
This patent is subject to a terminal disclaimer.
Int. Cl. H04M 3/00 (2024.01); G06Q 10/0631 (2023.01); H04M 3/51 (2006.01)
CPC H04M 3/5158 (2013.01) [G06Q 10/06311 (2013.01); H04M 3/5183 (2013.01)] 30 Claims
OG exemplary drawing
 
1. A system for dual-prong call progress assessment and routing, comprising:
an auto-dialer comprising a first plurality of programming instructions stored in a memory of, and operating on a processor of, a computer system, wherein the first plurality of programming instructions, when operating on the at least one processor, causes the computer system to:
establish an outbound call to a dialed number;
send data associated with the outbound call to a call progress assessment service;
receive a status indicator from the call progress assessment service;
based on the status indicator:
process the data associated with the outbound call to determine a call progress assessment, using a plurality of rules for classifying the data as either having a live person connected or as having an answering machine connected;
determine whether a live person is expected or whether an answering machine is expected;
if a live person is expected, route the outbound call to an available contact center agent; and
if an answering machine is expected, route the outbound call to an interactive voice response system.