System and method for processing and routing incoming calls to a communication assistance system
First Claim
1. A call routing system for use in directory assistance, said routing system comprising:
- a primary call routing device configured to receive directory assistance calls from callers at a first directory assistance system, and to determine, for each of said calls, whether said calls will be handled by said first directory assistance system, or by a second directory assistance system among a plurality of directory assistance systems; and
a secondary router, said secondary router configured to route said calls within said first directory assistance system to said primary call routing device, said secondary router having a default call distribution logic, wherein if said primary call routing device is off-line, said secondary call router routes said calls among said first directory assistance system and said plurality of directory assistance systems according to said default distribution logic.
1 Assignment
0 Petitions
Accused Products
Abstract
The present invention is a call routing system for use in directory assistance. The call routing system employs a primary call routing device configured to receive directory assistance calls from callers at a first directory assistance system, and determines, for each of the calls, whether they will be handled by the first directory assistance system, or by a second directory assistance system among a plurality of directory assistance systems. A secondary router is also provided, configured to route the calls within the first directory assistance system to the primary call routing device. The secondary router has a default call distribution logic, such that if the primary call routing device is off-line, the secondary call router routes the calls among the first directory assistance system and the plurality of directory assistance systems according to the default distribution logic.
-
Citations
38 Claims
-
1. A call routing system for use in directory assistance, said routing system comprising:
-
a primary call routing device configured to receive directory assistance calls from callers at a first directory assistance system, and to determine, for each of said calls, whether said calls will be handled by said first directory assistance system, or by a second directory assistance system among a plurality of directory assistance systems; and
a secondary router, said secondary router configured to route said calls within said first directory assistance system to said primary call routing device, said secondary router having a default call distribution logic, wherein if said primary call routing device is off-line, said secondary call router routes said calls among said first directory assistance system and said plurality of directory assistance systems according to said default distribution logic. - View Dependent Claims (2, 3, 4, 6, 7, 8)
-
-
5. The call routing system as claimed in clam 4, wherein said primary call routing device routes a portion of said plurality of said incoming calls to said second directory assistance system when said directory assistance system is experiencing high call volume.
-
9. A call routing system for use in a directory assistance system, said routing system comprising:
-
a primary call routing device configured to receive directory assistance calls from callers;
a frequent caller database, configured to store information corresponding to frequent callers; and
a frequent caller routing module, configured to determine if a particular caller'"'"'s information is stored in said frequent caller database and to determine if said caller is to receive priority call routing. - View Dependent Claims (10, 11, 12, 13, 14, 15, 16, 17, 18, 19, 20, 21, 22)
-
-
23. A call routing system for use in directory assistance, said routing system comprising:
-
a primary call routing device configured to receive directory assistance calls from callers at a first directory assistance system, and to determine, for each of said calls, whether said calls will be handled by said first directory assistance system, or by a second directory assistance system among a plurality of directory assistance systems;
a frequent caller database, configured to store information corresponding to frequent callers;
a frequent caller routing module, configured to determine if a particular caller'"'"'s information is stored in said frequent caller database and to determine if said caller is to receive priority call routing, and a secondary router, said secondary router configured to route said calls within said first directory assistance system to said primary call routing device, said secondary router having a default call distribution logic, wherein if said primary call routing device is off-line, said secondary call router routes said calls among said first directory assistance system and said plurality of directory assistance systems according to said default distribution logic.
-
-
24. A method for routing directory assistance calls, said method comprising the steps of:
-
receiving directory assistance calls from callers at a primary call routing device of a first directory assistance system;
determining, for each of said calls, whether said calls will be handled by said first directory assistance system or by a second directory assistance system among a plurality of directory assistance systems;
routing said calls in said first directory assistance system from a secondary router to said primary call routing device for primary call routing; and
if said primary call routing device is off-line, routing said calls among said first directory assistance system and said plurality of directory assistance systems by a default logic contained in said secondary router. - View Dependent Claims (25, 26, 27, 28, 29, 30)
-
-
31. A method for routing calls within a directory assistance system, said method comprising the steps of:
-
receiving a directory assistance call at a primary call routing device;
storing information corresponding to frequent callers in a frequent caller database;
determining if a particular caller'"'"'s information is stored in said frequent caller database; and
determining, at a frequent caller routing module, based on said caller'"'"'s information, if said caller is to receive priority call routing. - View Dependent Claims (32, 33, 34, 35, 36, 37, 38)
-
Specification