Call routing
First Claim
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1. A handheld personal communication device comprising a dedicated key for calling a predetermined destination service centre providing for a plurality of respective modes of interaction for information transfer with incoming callers, the dedicated key having associated therewith data indicative of one of the plurality of respective modes of interaction, the data being provided in response to actuation of the key to select a call destination providing the selected mode of interaction.
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Abstract
Apparatus and method for routing calls made to a service centre to a call destination able to meet criteria preselected by the caller for the interaction with the service centre.
47 Citations
23 Claims
- 1. A handheld personal communication device comprising a dedicated key for calling a predetermined destination service centre providing for a plurality of respective modes of interaction for information transfer with incoming callers, the dedicated key having associated therewith data indicative of one of the plurality of respective modes of interaction, the data being provided in response to actuation of the key to select a call destination providing the selected mode of interaction.
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12. A method for providing a mode of interaction selected by an incoming caller at a service centre, comprising:
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programming a dedicated key on a handheld personal communication device for calling a predetermined destination service centre, the service centre providing a plurality of respective modes of interaction with a caller for information transfer on answering a call, providing on actuation of the dedicated key associated data representative of one of the modes of interaction; and
routing a call from the handheld device to a destination terminal operating in the selected mode of interaction in response to the associated data routing information sufficient to identify the selected mode of interaction. - View Dependent Claims (13, 14, 15, 16, 17, 18, 19, 20, 21, 22)
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23. A service centre having a plurality of call destinations each having a respective mode of interaction for information transfer with incoming callers, comprising:
a call router for receiving data indicative of a selected one of the modes of interaction associated with an incoming call and routing the incoming call in response to the data to the call destination providing the selected mode of interaction.
Specification