Technique for dynamically routing communication calls to information/call centers
First Claim
1. A method for routing a call to an information assistance system which includes a server and a plurality of information assistance providers, the method comprising:
- receiving by the server a first request for acceptance of the call;
in response to the first request, compiling a list of selected information assistance providers available to accept the call, the list being compiled based on measures of current conditions of the plurality of information assistance providers; and
responding by the server to the request with a message, the message including a subset of the selected information assistance providers, thereby causing a second request for acceptance of the call to be sent to at least one of the selected information assistance providers in the subset.
1 Assignment
0 Petitions
Accused Products
Abstract
In providing an information assistance service, information assistance calls are routed through a telephone carrier switch to information/call centers for handling the calls. For each call, the carrier switch establishes a Voice over Internal protocol (VoIP) call session, and conducts handshaking with a redirect server in an information assistance system, e.g., in accordance with a session initiation protocol (SIP). In response to an Invite message to the redirect server, the redirect server provides a list of available call centers in a Multiple Choices response message to the carrier switch. The latter negotiates with ones of the call centers on the list to set up the VoIP call session.
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Citations
47 Claims
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1. A method for routing a call to an information assistance system which includes a server and a plurality of information assistance providers, the method comprising:
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receiving by the server a first request for acceptance of the call;
in response to the first request, compiling a list of selected information assistance providers available to accept the call, the list being compiled based on measures of current conditions of the plurality of information assistance providers; and
responding by the server to the request with a message, the message including a subset of the selected information assistance providers, thereby causing a second request for acceptance of the call to be sent to at least one of the selected information assistance providers in the subset. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 16, 17, 18)
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19. A method for distributing communication calls among a plurality of receivers handling the calls, the method comprising:
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receiving from a device a first request for handling of a communication call;
in response to the first request, a server obtaining a list of receivers available to handle the communication call;
revising the list to at least include selected data therein; and
sending to the device a message responsive to the first request, the message including the revised list, the device sending a second request for handling of the communication call to the server based on the selected data in the revised list, thereby causing the server to obtain a second list of receivers available to handle the communication call. - View Dependent Claims (20, 21, 22, 23, 24, 25, 26, 27, 28)
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29. A system for processing an information assistance call, comprising:
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a plurality of information assistance providers;
a server for receiving a first request for acceptance of the call; and
a processor for compiling a list of selected information assistance providers available to accept the call, the list being compiled based on measures of current conditions of the plurality of information assistance providers, the server responding to the first request with a message, the message including a subset of the selected information assistance providers, thereby causing the a second request for acceptance of the call to be sent to at least one of the selected information assistance providers in the subset. - View Dependent Claims (30, 31, 32, 33, 34, 35, 36)
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37. A system for distributing communication calls among a plurality of receivers handling the calls, the system comprising:
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an interface for receiving, from a device, a first request for handling of a communication call; and
a server, responsive to the first request, for obtaining a list of receivers available to handle the communication call, the list being revised to at least include selected data therein, the server sending to the device a message responsive to the first request, the message including the revised list, the device sending a second request for handling of the communication call to the server based on the selected data in the revised list, thereby causing the server to obtain a second list of receivers available to handle the communication call. - View Dependent Claims (38, 39, 40, 41, 42, 43, 44, 45, 46, 47)
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Specification