Method and apparatus for selectively routing callers to service call centers
First Claim
1. A call management center (CMC), comprising:
- a controller for managing operations of a plurality of network elements, programmed to;
store for each of the plurality of network elements its location;
store for each of a plurality of service call centers its location;
detect an incoming call originated by a communication device from a select one of the plurality of network elements;
determine if the communication device is capable of roaming from signaling information associated with the incoming call;
if the communication device is capable of roaming, identify from the plurality of network elements according to the signaling information a network element near to where the incoming call was originated;
determine an approximate location of the communication device according to a location of the identified network element;
select a service call center nearest to the approximate location of the communication device from the plurality of service call center locations; and
route the incoming call to the selected service call center.
2 Assignments
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Accused Products
Abstract
An apparatus and method are disclosed for selectively routing callers to service call centers. An apparatus that incorporates teachings of the present disclosure may include, for example, a call management center (CMC) (102) having a controller (104). The controller can be programmed to store for each of a plurality of network elements (103) its location, store for each of a plurality of service call centers (112) its location, detect (208) an incoming call originated by a communication device (108, 110), and determine (212) if the communication device is capable of roaming from signaling information associated with the incoming call, identify (214) according to the signaling information a network element near to where the incoming call was originated, determine (216) an approximate location of the communication device according to a location of the identified network element, select (222) a service call center nearest to the approximate location of the communication device, and route (224) the incoming call to the selected service call center. Additional embodiments are disclosed.
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Citations
20 Claims
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1. A call management center (CMC), comprising:
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a controller for managing operations of a plurality of network elements, programmed to;
store for each of the plurality of network elements its location;
store for each of a plurality of service call centers its location;
detect an incoming call originated by a communication device from a select one of the plurality of network elements;
determine if the communication device is capable of roaming from signaling information associated with the incoming call;
if the communication device is capable of roaming, identify from the plurality of network elements according to the signaling information a network element near to where the incoming call was originated;
determine an approximate location of the communication device according to a location of the identified network element;
select a service call center nearest to the approximate location of the communication device from the plurality of service call center locations; and
route the incoming call to the selected service call center. - View Dependent Claims (2, 3, 4, 5, 6)
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7. A computer-readable storage medium operating in a call management center (CMC), comprising computer instructions for:
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determining if a communication device is capable of roaming from signaling information associated with the incoming call;
if the communication device is capable of roaming, determining an approximate location of the communication device according to a jurisdiction information parameter (JIP) included in the signaling information;
selecting from the plurality of service call centers a service call center nearest to the communication device according to the identified service call center provider and the approximate location of the communication device; and
routing the incoming call to the selected service call center. - View Dependent Claims (8, 9, 10, 11, 12, 13)
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14. A method in a service control point (SCP), comprising:
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detecting an incoming call originated by a communication device from a select one of a plurality of network elements;
determining if the communication device is capable of roaming by detecting in a portion of an Originating Line Information Parameter (OLIP) included in signaling information associated with the incoming call any one of the numbers 61, 62 and 63;
if the communication device is capable of roaming, identifying from the plurality of network elements according to a jurisdiction information parameter (JIP) included in the signaling information a network element near to where the incoming call was originated;
determining an approximate location of the communication device according to a location of the identified network element;
selecting a service call center nearest to the approximate location of the communication device from a plurality of service call center locations; and
routing the incoming call to the selected service call center. - View Dependent Claims (15, 16, 17, 18, 19, 20)
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Specification