Call routing system and method of using the same

• US 20070019800A1
• Filed: 06/03/2005
• Published: 01/25/2007
• Est. Priority Date: 06/03/2005
• Status: Active Grant

• Current Assignee: Sbc Knowledge Ventures, L.P.
• Original Assignee: Sbc Knowledge Ventures, L.P.
• Inventors: Korth, Sarah, Bushey, Robert
• Granted Patent: US 8,005,204 B2
• Time in Patent Office: Days
• US Class Current: 379/211.10
• CPC Class Codes: H04M 15/00 Arrangements for metering, time-control or time indication ; Metering, charging or billing arrangements for voice wireline or wireless communications, e.g. VoIP
• CPC Class Codes: H04M 15/62 based on trigger specification
• CPC Class Codes: H04M 2201/54 Object oriented software
• CPC Class Codes: H04M 3/523 with call distribution or queueing

Abstract

A call service center can include a call routing system that can use one or more action object identifiers. In one embodiment, a future action object identifier is associated with a task that is desired or otherwise intended to be performed at the call service center. The call routing system may route the call to a module that is not associated with the future action object identifier or perform a portion of a task within the same module, wherein the portion of the task is not associated with the future action object identifier. In another embodiment, at least two action object identifiers can be passed with a call from one module to another module. In a particular embodiment, a past, current, or future action object identifier, other information related to the call, or any combination thereof may be passed from one module to another module with the call.

Claims

1. A method of using a call routing system, the method comprising:

generating an action object identifier at a first module in response at least in part to a call;

routing the call to a second module that does not correspond to the action object identifier; and

routing the call to a third module that is associated with the action object identifier after routing the call to the second module.

2. The method of claim 1, wherein the call includes a communication in which a caller'"'"'s voice can be transmitted.

3. The method of claim 1, wherein the action object identifier is associated with a task that was, is being, or is desired or otherwise intended to be performed.

4. The method of claim 1, wherein the action object identifier is associated with a request related to purchasing a product, a service, or any combination thereof.

5. The method of claim 4, further comprising determining account status information of an account of the caller at the second module.

6. The method of claim 5, wherein determining the account status information comprises determining a balance or a credit limit of the account.

7. The method of claim 1, further comprising:

receiving an interrupt signal when the call is being processed at the second module;

routing the call from the second module to an attendant interaction module; and

receiving an attendant input signal at the attendant interaction module,

wherein routing the call to the third module is performed in response at least in part to receiving the attendant input signal at the attendant interaction module.

8. The method of claim 1, wherein the action object is a future action object with respect to the first module.

9. A data processing system comprising:

a first module configured to;

generate an action object identifier; and

pass or have passed a call to a second module that does not correspond to the action object identifier;

a second module configured to;

perform a first task regarding the call, wherein the first task does not correspond to the action object identifier; and

pass or have passed the call to a third module that is associated with the action object identifier; and

a third module configured to perform a second task regarding the call, wherein the second task is associated with the action object identifier.

10. The data processing system of claim 9, wherein the call can include a communication in which a caller'"'"'s voice can be transmitted.

11. The data processing system of claim 9, wherein each of the first and second tasks is a task other than routing of the call.

12. The data processing system of claim 9, wherein each of the first, second, and third modules are configured to pass or have passed another action object identifier.

13. The data processing system of claim 9, further comprising a routing module configured to route the call from the first module to the second module and to route the call from the second module to the third module.

14. The data processing system of claim 13, wherein the second module is an attendant interaction module that is configured to:

transmit the action object identifier to a first output port;

receive an attendant input signal from a first input port; and

transmit the attendant input signal to a disposition module.

15. The data processing system of claim 9, further comprising a disposition module configured to:

receive an input signal from a controller or an attendant interaction module;

generate a disposition signal in response at least in part to the input signal; and

transmit the disposition signal to the routing module.

16. The data processing system of claim 9, further comprising a disposition module and a routing module, wherein:

the second module is an attendant interaction module and is further configured to transmit the action object identifier to a first output port in response to an attendant input signal received at a first input port;

the disposition module is configured to;

receive the call, the action object identifier, and the attendant input signal from the attendant interaction module; and

generate a disposition signal in response at least in part to the attendant input signal; and

the routing module is configured to;

receive the call, the action object identifier, and the disposition signal from the disposition module; and

route the call and the action object identifier to the third module in response at least in part to the disposition signal.

17. The data processing system of claim 9, wherein the action object is a future action object with respect to the first module.

18. A data processing system readable medium having data to be used with a call routing system, wherein the data is embodied within the data processing system readable medium, the data comprising:

an instruction to generate a first action object identifier at a first module in response at least in part to a call;

an instruction to route the call to a second module that does not correspond to the first action object identifier; and

an instruction to route the call to a third module that is associated with the first action object identifier after routing the call to the second module.

19. The data processing system readable medium of claim 18, wherein the call can include a communication in which a caller'"'"'s voice can be transmitted.

20. The data processing system readable medium of claim 18, wherein the action object identifier is associated with a task that was, is being, or is desired or otherwise intended to be performed.

21. The data processing system readable medium of claim 18, wherein the instruction to route the call to the second module comprises an instruction to pass the first action object identifier from the first module to the second module.

22. The data processing system readable medium of claim 21, wherein the instruction to route the call to the second module further comprises an instruction to pass a second action object identifier from the first module to the second module.

23. The data processing system readable medium of claim 22, wherein the first action object identifier is a future action object identifier, and the second action object identifier is a current action object identifier.

24. The data processing system readable medium of claim 18, wherein:

the second module is associated with an account status; and

the third module is associated with purchasing a product, a service, or any combination thereof.

25. The data processing system readable medium of claim 18, wherein the instruction to route the call to the third module is executed in response at least in part to the first action object generated at the first module.

26. The data processing system readable medium of claim 18, wherein:

the data further comprises an instruction to route the call from the second module to an attendant interaction module in response at least in part to receiving an interrupt signal when the call is being processed by the second module; and

wherein the instruction to route the call to the third module is executed in response at least in part to receiving an attendant input signal at the attendant interaction module.

27. The data processing system readable medium of claim 18, wherein the action object is a future action object with respect to the first module.

28. A data processing system readable medium having data to be used with a call routing system, wherein the data is embodied within the data processing system readable medium, the data comprising an instruction to pass a call, a first action object identifier, and a second action object identifier from a first module to a second module, wherein the first and second modules are within the call routing system.

29. The data processing system readable medium of claim 28, wherein the call can include a communication in which a caller'"'"'s voice can be transmitted.

30. The data processing system readable medium of claim 28, wherein each of the first action object identifier and second action object identifier includes a past action object identifier, a current action object identifier, or a future action object identifier.

31. The data processing system readable medium of claim 28, wherein the instruction to pass the call further comprises an instruction to pass a third action object identifier from the first module to the second module, wherein:

the first action object identifier includes a future action object identifier;

the second action object identifier includes a current action object identifier; and

the third action object identifier includes a past action object identifier.