Apparatus and method for intelligent call routing and call return
First Claim
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.
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Accused Products
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.
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Citations
22 Claims
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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:
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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. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11)
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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:
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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. - View Dependent Claims (13, 14, 15, 16, 17, 18, 19, 20, 21)
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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:
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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.
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Specification