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Outbound Call Security Using Speech Recognition

IP.com Disclosure Number: IPCOM000030338D
Original Publication Date: 2004-Aug-06
Included in the Prior Art Database: 2004-Aug-06
Document File: 1 page(s) / 32K

Publishing Venue

IBM

Abstract

Organizations occasionally have problems controlling unauthorized outbound calls. Offices or conference rooms can be locked at night and phones can be locked out when an agent isn't logged in from making / receiving calls. In spite of these measures unattended phones can be used inappropriately.

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Outbound Call Security Using Speech Recognition

By attaching this speech recognition system and following the below process, an enterprise can enhance their outbound-call security.

When an outbound call is initiated from the predetermined list of extensions to monitor, the speech recognition system is engaged. It analyzes the outbound voice and would return either a matching voice signature within a specified threshold of confidence or a value representing an unknown signature. The purpose is to identify the specific individual making the call. If the signature was matched to an individual, the individual's out-bound calling rights / profile would be pulled from a database. The call would be associated with the individual (providing a billing method if desired) to determine outbound privileges permitted based on the various dial pattern combinations allowed: 5-digit, local 7-digit, long distance, tie lines, toll free numbers, restricted by area codes, international dialing, etc. If outbound calls of this type were not allowed some action (specified in the configuration) would be taken by the application - perhaps emailing or notifying the employee, their manager or an administrator or even terminating the outbound call (maybe after playing a message .... "you are not authorized to make outbound calls
on this phone") or possibly connect them to a common carrier to make a credit card call, etc. If no signature were matched, default actions and values would exist fo...