Enhanced directory assistance system with enhanced peripheral call queuing and handling

• US 20070201677A1
• Filed: 01/11/2007
• Published: 08/30/2007
• Est. Priority Date: 01/11/2006
• Status: Abandoned Application

• Current Assignee: Faith Mcgary, Harry Lamarque, Michael Bates
• Original Assignee: Faith Mcgary, Harry Lamarque, Michael Bates
• Inventors: Bates, Michael, McGary, Faith, Lamarque, Harry
• Application Number:
  US11/653,186
• Publication Number:
  US 20070201677A1
• Time in Patent Office: Days
• US Class Current: 379/265.10
• CPC Class Codes: H04M 3/4935 Connection initiated by DAS system
• CPC Class Codes: H04M 3/5166 in combination with interactive voice response systems or voice portals, e.g. as front-ends
• CPC Class Codes: H04M 3/523 with call distribution or queueing
• CPC Class Codes: H04M 3/5237 Interconnection arrangements between ACD systems

Abstract

A directory assistance system includes a plurality of call centers, each configured to handle a directory assistance request from a caller. An ICM/IVR edge queuing module has a first IVR module and second ICM module and is coupled to each of the call centers. The ICM/IVR edge queuing module receives an incoming call from a caller and obtains interactive responses pertinent to call center routing. The ICM module routes the call to one call center among the plurality of call centers based on a type of service requested by the caller as determined by the interactive responses received by the IVR module.

Claims

1. ) A directory assistance system comprising:

a plurality of call centers, each configured to handle a directory assistance request from a caller; and

an ICM/IVR edge queuing module, having a first IVR module and second ICM module, coupled to each of said call centers configured to receive an incoming call from a caller, wherein said IVR module is configured to obtain interactive responses from a caller pertinent to call center routing, and wherein said ICM module routes said call to one call center among said plurality of call centers based on a type of service requested by said caller as determined by said interactive responses received by said IVR module.

2. The system as claimed in claim 1, wherein each of said call centers maintains a plurality of customer service agents, each capable of providing a desired service to said caller.

3. The system as claimed in claim 1, wherein said interactive responses at said IVR are related to language preferences of said caller.

4. The system as claimed in claim 1, wherein said interactive responses at said IVR are related to special services offered by said call centers.

5. The system as claimed in claim 1, wherein said ICM module maintains a table including information regarding the ability of customer service representatives at said call centers to handle special services.

6. The system as claimed in claim 5, wherein said table is dynamically updated based on real time status of said customer service representatives at said call centers.

7. The system as claimed in claim 1, further comprising an advertising module, coupled to said IVR module for providing advertisements to said caller prior to call routing to a particular call center.

8. The system as claimed in claim 7, wherein said advertisement is modified based on said interactive response provided to said IVR module by said caller.

9. The system as claimed in claim 1, wherein said IVR module is further configured to receive additional interactive responses from said caller relating to a directory assistance request, such that said IVR module may handle the directory assistance request in an automated fashion.

10. The system as claimed in claim 9, wherein said additional interactive responses from said caller relating to a directory assistance request are whispered to a customer service representative at said call center in order to assist in providing a requested listing to said caller.

11. A directory assistance system comprising:

a plurality of call centers, each configured to handle a directory assistance request from a caller;

an IVR module, coupled to said call centers configured to obtain interactive responses from a caller pertinent to call center routing, and

an ICM module, coupled to said call centers and said IVR module, configured to route said call to one call center among said plurality of call centers based on a type of service requested by said caller as determined by said interactive responses received by said IVR module.

12. A method for providing directory assistance, said method comprising the steps of:

receiving a call at an IVR module so as to obtain interactive responses from a caller pertinent to call center routing,

receiving said call at an ICM module, coupled to said IVR module, and routing said call to any one of a plurality of call centers, wherein a call center among said plurality of call centers selected by said ICM module is selected based on said interactive responses received by said IVR module.