Apparatus and method for intelligent call routing and call return

• US 20050031114A1
• Filed: 09/09/2004
• Published: 02/10/2005
• Est. Priority Date: 03/31/1997
• Status: Active Grant

• Current Assignee: SBC Laboratories Incorporated (AT&T, Inc.)
• Original Assignee: SBC Laboratories Incorporated (AT&T, Inc.)
• Inventors: Plunkett, William E., Boeckman, Michael W.
• Granted Patent: US 7,499,536 B2
• Time in Patent Office: Days
• US Class Current: 379/220.10
• CPC Class Codes: H04Q 3/0029 Provisions for intelligent networking

Abstract

A computer program for routing a service call from a calling party to a service network having a plurality of service network locations, the program stored in a computer-readable medium. The program includes receiving a service call request to connect the calling party to one of the service network locations, determining a location of the calling party by searching a Number Plan Area (NPA) table to determine an NPA of the calling number of the calling party, identifying one of the service network locations for receiving the service call request, and identifying routing information for routing the service call request to the receiving service network location, and completing the service call request to the receiving service network location.

Claims

1. A computer program for routing a service call from a calling party to a service network having a plurality of service network locations, the program stored in a computer-readable medium, the program comprising:

receiving a service call request to connect said calling party to one of said service network locations;

determining a location of said calling party by searching a Number Plan Area (NPA) table to determine an NPA of the calling number of the calling party;

identifying one of said service network locations for receiving said service call request, and identifying routing information for routing said service call request to said receiving service network location; and

completing said service call request to said receiving service network location.

2. The computer program according to claim 1, wherein the location of said calling party is determined based on a NPA and a Central Office Code (NXX) of the calling number of said calling party.

3. The computer program according to claim 2, further comprising comparing, at a service network location number table including a plurality of NPA-NXX entries, the NPA and NXX of the calling number of said calling party to each of said NPA-NXX entries in said service network location number table, to determine a number identifying said receiving service network location that corresponds to the NPA and NXX of the calling number of said calling party.

4. The computer program according to claim 3, further comprising identifying the routing information, by determining a route index and an outpulse number from a route table, said route index and said outpulse number being included as part of said routing information.

5. The computer program according to claim 4, further comprising searching a routing options table comprising a plurality of entries containing numbers identifying alternate service network locations to route a service call request, to determine if said service call request should be routed to an alternate service network location.

6. The computer program according to claim 5, wherein the routing options table is configured to route to an alternate service network location based on at least one of a time-of-day and a day-of-week.

7. The computer program according to claim 1, wherein said service network comprises an emergency service network and said service network locations comprise emergency answering points that are configured to provide assistance and counseling to calling parties.

8. The computer program according to claim 7, wherein said emergency service network comprises a Primary Rate Interface (PRI) network.

9. The computer program according to claim 1, further comprising initiating said service call request by entering a predefined number.

10. The computer program according to claim 9, further comprising receiving said service call request at a tandem switch in response to the predefined number being entered, and transferring said service call request from said tandem switch to one of said service network locations.

11. The computer program according to claim 1, wherein the NPA table comprises a plurality of entries indicating an NPA corresponding to each combination of an incoming trunk line number and an NPA code.

12. A computer program for returning a service call placed to a service network by a calling party to one of a plurality of service answering points, the service network having a plurality of service network locations, the program stored in a computer-readable medium and comprising:

initiating a call return request to return said service call of said calling party to one of said service answering points;

receiving said call return request from said one of said service network locations;

determining a location of said calling party;

identifying one of said service answering points for receiving said call return request, and identifying routing information for routing said call return request to said receiving service answering point; and

completing said call return request to said receiving service answering point.

13. The computer program according to claim 12, further comprising determining when said call return request can be routed locally to said receiving service answering point.

14. The computer program according to claim 13, further comprising identifying local routing information to be included as part of said routing information when it is determined that local routing can be performed, and identifying remote routing information to be included as part of said routing information when it is determined that remote routing must be performed.

15. The computer program according to claim 14, wherein said local routing information comprises a route index and a predefined emergency assistance number to be outpulsed, said program further comprising returning said service call to said receiving service answering point based on the route index and the emergency assistance number contained in said routing information.

16. The computer program according to claim 15, wherein said emergency assistance number comprises 911.

17. The computer program according to claim 14, wherein said remote routing information comprises a route index and a predefined virtual number to be outpulsed, said method further comprising:

routing said service call over said service network based on the route index and the virtual number contained in said routing information;

identifying additional routing information for routing said call return request to said receiving service answering point; and

routing said call return request to said receiving service answering point based on said additional routing information.

18. The computer program according to claim 12, wherein said location of said calling party is determined based on a Number Plan Area (NPA) and a Central Office Code (NXX) of a calling number of said calling party.

19. The computer program according to claim 12, further comprising outpulsing a number corresponding to one of a plurality of NPA-NXX entries present in a stand-alone table, for routing said call return request to said receiving service answering point.

20. The computer program according to claim 12, wherein said service network comprises an emergency service network and said service network locations comprise emergency answering points that are adapted to provide assistance and counseling to calling parties regarding emergencies.

21. The computer program according to claim 20, wherein said emergency service network comprises a Primary Rate Interface (PRI) network.

22. A computer program for routing a service call placed to an emergency service network by a calling party, the emergency service network having a plurality of service network locations, the computer program stored in a computer-readable medium and comprising:

initiating said service call request from the calling party by entering a predefined number;

receiving said service call request at a tandem switch, and transferring said service call request from said tandem switch to one of said service network locations;

determining the location of the calling party;

identifying one of the service network locations for receiving said service call request, and identifying routing information for routing said service call request to said receiving service network location;

completing said service call request to said receiving service network location based on said routing information;

initiating a call return request to return said service call of the calling party to one of a plurality of service answering points;

receiving said call return request from said receiving service network location;

determining the location of the calling party;

identifying one of said service answering points for receiving said call return request, and identifying routing information for routing said call return request to said receiving service answering point; and

completing said call return request to said receiving service answering point.