VENDOR FACILITY CUSTOMER ASSIGNMENT

• US 20090161857A1
• Filed: 12/20/2007
• Published: 06/25/2009
• Est. Priority Date: 12/20/2007
• Status: Active Grant

• Current Assignee: Verizon Patent and Licensing Incorporated (Verizon Communications Inc.)
• Original Assignee: Verizon Business Network Services, Inc. (Verizon Communications Inc.)
• Inventors: Black, Tyson, Cramer, Brent
• Granted Patent: US 8,559,617 B2
• Time in Patent Office: Days
• US Class Current: 379/243
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising
• CPC Class Codes: H04M 2242/14 with services dependent on location
• CPC Class Codes: H04M 3/5125 with remote located operators
• CPC Class Codes: H04Q 2213/13072 Sequence circuits for call signaling, ACD systems
• CPC Class Codes: H04Q 2213/13103 Memory
• CPC Class Codes: H04Q 3/72 Finding out and indicating number of calling subscriber

Abstract

A system and method for assigning initiated communications to a particular branch, location, or facility associated with a vendor are disclosed. An exemplary system may include an assignment server in communication with a data network that includes a primary data line for a vendor having a plurality of associated vendor facilities. The system further may include a plurality of vendor facility data lines, each of which is associated with one of the vendor facilities. The assignment server is configured to locate a group of vendor facilities from the plurality of vendor facilities that are within a predetermined range of a location associated with the initiated communication. The assignment server is further configured to assign one of the eligible vendor facilities to the initiated communication and connect the initiated communication with the vendor facility data line of the assigned vendor facility.

Claims

1. A method, comprising:

receiving an initiated communication to a primary data line associated with a vendor, said vendor associated with a plurality of vendor facilities;

determining a location associated with said initiated communication;

determining a first group of vendor facilities from said plurality of vendor facilities, each of said first group of vendor facilities located within a predetermined range of said location;

assigning one of said first group of vendor facilities based on said initiated communication; and

connecting said initiated communication with a data line of said assigned vendor facility.

2. The method of claim 1, further comprising:

receiving a subsequent initiated communication to said primary data line; and

connecting said subsequent initiated communication with said assigned vendor facility.

3. The method of claim 1, further comprising associating said initiated communication with said assigned vendor facility;

wherein all subsequent initiated communications are automatically connected with said assigned vendor facility.

4. The method of claim 1, wherein assigning said one of said vendor facilities includes randomly selecting one of said first group of vendor facilities.

5. The method of claim 1, wherein assigning said one of said first group of vendor facilities includes selecting a vendor facility based at least upon a proximity of said one of said first group of vendor facilities to said location.

6. The method of claim 1, wherein assigning said one of said first group of vendor facilities includes selecting a vendor facility based at least upon an available capacity of said one of said first group of vendor facilities.

7. The method of claim 6, further comprising receiving an indication of said available capacity from said one of said vendor facilities.

8. The method of claim 1, wherein said initiated communication is a telephone call, and said data line is a primary phone number.

9. The method of claim 8, further comprising assigning said vendor facilities amongst a plurality of initiated communications to said primary data line, thereby generally balancing an overall capacity of said first group of vendor facilities amongst each of said first group of vendor facilities.

10. The method of claim 1, wherein said initiated communication is initiated from a fixed location.

11. The method of claim 1, wherein said initiated communication is initiated from a location defined by characteristics of the initiating device.

12. The method of claim 1, farther comprising:

determining a busy status of said assigned vendor facility;

assigning said initiated communication to a second one of said vendor facilities; and

connecting said initiated communication with said second one of said vendor facilities.

13. A communication system comprising:

an assignment server storing a vendor facility assignment heuristic for a vendor having a primary data line, said vendor associated with a plurality of vendor facilities; and

a plurality of vendor facility data lines in communication with said assignment server, each associated with one of said plurality of vendor facilities;

wherein said assignment server is configured to determine a first group of vendor facilities from said plurality of vendor facilities in response to an initiated communication to said primary data line, said first group of vendor facilities located within a predetermined range of a location associated with said initiated communication, said assignment server configured to assign one of said first group of vendor facilities to said initiated communication and connect said initiated communication with the vendor facility data line associated with said assigned vendor facility.

14. The communication system of claim 13, further comprising a database in communication with said assignment server, said database configured to receive data from said assignment server associating initiated communications with a vendor facility.

15. The communication system of claim 13, wherein said assignment server is configured to assign said one of said first group of vendor facilities to said initiated communication by randomly selecting one of said first group of vendor facilities.

16. The communication system of claim 13, wherein said assignment server is configured to assign said one of said first group of vendor facilities to said initiated communication by determining a proximity of said one of said first group of vendor facilities to said location.

17. The communication system of claim 13, wherein said assignment server is configured to assign said one of said first group of vendor facilities to said initiated communication by determining an available capacity of said one of said first group of vendor facilities.

18. The communication system of claim 13, wherein said initiated communication is a telephone call, and said primary data line is a primary phone number.

19. A system, comprising:

an assignment server in communication with a data network, said data network including a primary data line for a vendor, said vendor associated with a plurality of vendor facilities; and

a plurality of vendor facility data lines, each associated with one of said vendor facilities, said plurality of vendor facility data lines in communication with said assignment server over said data network;

wherein said assignment server is configured to determine a first group of vendor facilities from said plurality of vendor facilities according to an initiated communication to said primary data line, said first group of vendor facilities located within a predetermined range of a location associated with said initiated communication, said assignment server configured to assign one of said first group of vendor facilities to said initiated communication and connect said initiated communication with the vendor facility data line associated with said assigned vendor facility.

20. The system of claim 19, further comprising a database in communication with said assignment server, said database configured to receive data associating each of a plurality of initiated communications with a respective vendor facility;

wherein said initiated communications are telephone calls, said primary data line is a primary telephone line, and said vendor facility data lines are vendor facility telephone lines.

21. The system of claim 19, wherein said assignment server is configured to assign said one of said first group of vendor facilities to said initiated communication by randomly selecting one of said first group of vendor facilities.

22. The system of claim 19, wherein said assignment server is configured to assign said one of said first group of vendor facilities to said initiated communication according to a proximity of said one of said first group of vendor facilities to said location.

23. The system of claim 19, wherein said assignment server is configured to assign said one of said first group of vendor facilities to said initiated communication according to an available capacity of said one of said first group of vendor facilities.