METHOD AND APPARATUS FOR HANDLING A TELEPHONE CALL

• US 20090116636A1
• Filed: 11/19/2007
• Published: 05/07/2009
• Est. Priority Date: 11/20/2006
• Status: Active Grant

• Current Assignee: Vonage Business Limited (Telefonaktiebolaget LM Ericsson)
• Original Assignee: Premier Business Audio Ltd. (Telefonaktiebolaget LM Ericsson)
• Inventors: Pickering, Richard, Unitt, Ashley, Grant, Jonathan, Buxton, Anthony
• Granted Patent: US 8,139,753 B2
• Time in Patent Office: Days
• US Class Current: 379/266.10
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements

Abstract

One embodiment of the invention provides a method of handling a telephone call. The method includes providing a multi-tenanted computer-telephony integration (CTI) server. The different tenants correspond to various outlets for one or more product or service offerings. The CTI server is located outside the customer premises for the various outlets. The method further includes receiving a call directed to one of the outlets and using CLI for the call by the CTI server to identify the calling party and a customer profile for the calling party. The customer profile is based on previous orders. The method further includes queuing the call within the network if it is determined that the outlet is unable to currently service the call, and forwarding the call to the outlet to process the call. The CTI server uses the customer profile for providing priority call handling treatment for loyal customers.

Claims

1. A method of handling a telephone call comprising:

providing a multi-tenanted computer-telephony integration (CTI) server, wherein the different tenants correspond to various outlets for one or more product or service offerings, and wherein the CTI server is located outside the customer premises for the various outlets;

receiving a call directed to one of said outlets;

using CLI for the call by the CTI server to identify the calling party and a customer profile for the calling party, wherein said customer profile is based on previous orders;

queuing the call within the network if it is determined that the outlet is unable to currently service the call; and

forwarding the call to the outlet to process the call;

wherein the CTI server uses said customer profile for providing priority call handling treatment for loyal customers.

2. The method of claim 1, as used in a fast food delivery business.

3. The method of claim 1, wherein the customer profile is used to provide a marketing message dependent on the customer profile.

4. The method of claim 3, wherein the marketing message is dependent on real-time information from an external source.

5. The method of claim 4, wherein the marketing message is based on current product availability for an outlet.

6. The method of any of claims 3, wherein the marketing message is dependent on the time spent in the queue.

7. The method of any of claims 3, wherein the outlet is informed of the marketing message heard by the caller.

8. The method of claim 1, where the priority call handling treatment includes accelerating the progress of the call through a queue of calls.

9. The method of claim 1, further comprising using the CTI server for recording the call.

10. The method of claim 1, wherein the CTI server bridges the call with a call placed from the CTI server to an outlet.

11. The method of claim 1, further comprising providing automated order status to repeat callers.

12. The method of claim 11, further comprising maintaining a call history database, and comparing the CLI with the call history database to identify a repeat caller.

13. The method of claim 1, further comprising maintaining a local copy at the CTI server of customer profile data and accessing remote order data and/or product availability data for handling the call.

14. The method of claim 1, further comprising providing access to aggregated statistics for all the various outlets to a managing entity.

15. Apparatus for handling a telephone call comprising:

a multi-tenanted computer-telephony integration (CTI) server, wherein the different tenants correspond to various outlets for one or more product or service offerings, and wherein the CTI server is located outside the customer premises for the various outlets;

a telephony interface for receiving a call directed to one of said outlets, for queuing the call within the network if it is determined that the outlet is unable to currently service the call, and for forwarding the call to the outlet to process the call;

wherein the CTI server is configured to use CLI for the call to identify the calling party and a customer profile for the calling party, wherein said customer profile is based on previous orders, and to use said customer profile for providing priority call handling treatment for loyal customers.

16. A computer readable medium including machine executable instructions comprising a computer program for causing a system to perform a method of handling a telephone call using a multi-tenanted computer-telephony integration (CTI) server, wherein the different tenants correspond to various outlets for one or more product or service offerings, and wherein the CTI server is located outside the customer premises for the various outlets;

the method comprising;

receiving a call directed to one of said outlets;

using CLI for the call by the CTI server to identify the calling party and a customer profile for the calling party, wherein said customer profile is based on previous orders;

queuing the call within the network if it is determined that the outlet is unable to currently service the call; and

forwarding the call to the outlet to process the call;

wherein the CTI server uses said customer profile for providing priority call handling treatment for loyal customers.