Point-of-presence call management center
First Claim
Patent Images
1. A method, comprising:
- redirecting a telephone call that is directed to a remote call center to a local call center;
automatically answering the redirected telephone call in the local call center to determine whether connection to the remote call center is necessary; and
bridging the redirected telephone call with a telephone connection in the remote call center via a telecommunication network adaptable to be coupled between the local call center and the remote call center if connection to the remote call center is necessary.
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Accused Products
Abstract
A point-of-presence (POP) call center system capable of answering, servicing, queuing and routing of calls at local points of presence to reduce communications costs and enhance operational efficiency for toll-free inbound call centers. The POP call center system includes a set of point-of-presence call center gateways distributed at points of presence close to the point of call origination.
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Citations
50 Claims
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1. A method, comprising:
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redirecting a telephone call that is directed to a remote call center to a local call center;
automatically answering the redirected telephone call in the local call center to determine whether connection to the remote call center is necessary; and
bridging the redirected telephone call with a telephone connection in the remote call center via a telecommunication network adaptable to be coupled between the local call center and the remote call center if connection to the remote call center is necessary. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9)
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10. A distributed telephone call servicing system comprising:
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a remote call center configured to service telephone calls; and
a local call center configured to automatically answer telephone calls that have been redirected from the remote call center to the local call center, the local call center being further configured to determine, for each redirected telephone call, whether connection to the remote call center is necessary and, if connection to the remote call center is necessary, to bridge the redirected telephone call with a telephone connection in the remote call center via a communication network coupled between the local call center and the remote call center. - View Dependent Claims (11, 12, 13, 14, 15, 16, 17, 18)
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19. A distributed telephone call servicing system comprising:
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a remote call center configured to service telephone calls; and
a plurality of local call centers that are distributed within respective service regions, each configured to automatically answer telephone calls that originate within the local call center'"'"'s respective service region, each of the telephone calls being redirected from the remote call center to one of the plurality of local call centers selected according to the service region from which the telephone call originated, the selected one of the plurality of local call centers being configured to determine, for each redirected telephone call received, whether connection to the remote call center is necessary and, if connection to the remote call center is necessary, to bridge the redirected telephone call with a telephone connection in the remote call center via a communication network between the local call center and the remote call center. - View Dependent Claims (20, 21, 22, 23, 24, 25, 26, 27, 28, 29, 30)
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31. A telephone call handling system comprising:
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a telephony switch to receive telephone calls that have been redirected to the call handling system by a local access network;
a computer telephony server coupled to the telephony switch to detect when a redirected telephone call is received in the telephony switch and to automatically answer the redirected telephone call to determine whether connection to a remote call center is necessary, the computer telephony server being configured to bridge the redirected telephone call with a telephone connection in the remote call center via a communication network adaptable to be coupled between the local call center and the remote call center if connection to the remote call center is necessary. - View Dependent Claims (32, 33, 34, 35)
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36. A telephone call handling system comprising:
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a local call center gateway communicatively coupled to an access network accessible by one or more end users;
an automated call distributor configured to queue inbound calls in a queue and to distribute the inbound calls in sequence to human operators as human operators become available; and
a computer telephony server coupled to the automated call distributor and configured to receive proxy call requests from a data network coupled to the local call center gateway, the computer telephony server further being configured to insert a proxy call in the queue and to notify the local call center gateway, via the data network, when the proxy call has advanced to a threshold point in the queue. - View Dependent Claims (37, 38, 39, 40, 41, 42, 43, 44, 45, 46, 47, 48, 49, 50)
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Specification