EMERGENCY CALL LOAD MANAGEMENT FOR CALL CENTERS
First Claim
1. A network-level call load-handling system, comprising:
- a switching apparatus in the network adapted for routing incoming calls; and
an interactive voice-response (IVR) selective routing unit connected to the switching apparatus, and adapted for processing selected calls;
wherein selected calls are diverted to the IVR unit for negotiation with the calling party, and diverted calls are forwarded, blocked, delayed, or otherwise selectively processed by specific programmed rules.
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Accused Products
Abstract
An emergency call load handling system in a call network has an interactive voice response (IVR) unit associated with a switching apparatus to which calls may be diverted in special conditions, such as during emergencies or disasters when calls to certain destinations may suddenly increase dramatically. Calls are diverted depending on call destination and/or pre-programmed triggers, such as a call load threshold experienced by the switching apparatus or for a specific destination. The IVR unit in some cases negotiates with callers for priority to further route calls, and may play pre-recorded messages. Low priority calls are typically disposed of to for fire stations, hospitals, government emergency handling centers and the like. In some cases rules may be amended in real time by use of data network connections between call centers and the SCPs involved.
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Citations
16 Claims
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1. A network-level call load-handling system, comprising:
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a switching apparatus in the network adapted for routing incoming calls; and
an interactive voice-response (IVR) selective routing unit connected to the switching apparatus, and adapted for processing selected calls;
wherein selected calls are diverted to the IVR unit for negotiation with the calling party, and diverted calls are forwarded, blocked, delayed, or otherwise selectively processed by specific programmed rules. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8)
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9. A call load-handling system, comprising:
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a switching apparatus in a network adapted for receiving and routing incoming calls;
an interactive voice-response (IVR) selective routing unit connected to the switching apparatus; and
one or more call centers connected by one or more telephony trunks to the switching apparatus;
wherein selected calls destined for the one or more call centers are diverted to the IVR unit for negotiation with the calling party, and diverted calls are forwarded, blocked, delayed, or otherwise selectively processed by specific programmed rules. - View Dependent Claims (10, 11, 12, 13, 15, 16)
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14. A method for handling call loading at a network switching apparatus, comprising steps of:
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(a) programming diversion criteria in an alternative interactive voice response (IVR) processor also adapted to route calls;
(b) screening calls for diversion criteria, and diverting calls to the IVR when the criteria are met; and
(c) processing the diverted calls according to pre-programmed rules.
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Specification