Alternate destination call redirection for telecommunications systems

• US 5,253,288 A
• Filed: 09/23/1991
• Issued: 10/12/1993
• Est. Priority Date: 03/28/1990
• Status: Expired due to Term

• Current Assignee: AT&T, Inc.
• Original Assignee: AT&T, Inc.
• Inventors: Rosenbluth, Joshua H., Sobel, Susan J., Frey, Alan E.
• Primary Examiner(s): Dwyer, James L.
• Assistant Examiner(s): MATAR, AHMAD
• Application Number:
  US07/763,489
• Time in Patent Office: 750 Days
• Field of Search: 379/220, 379/221, 379/222, 379/265, 379/266, 379/279, 379/261, 379/210
• US Class Current: 379/221.03
• CPC Class Codes: H04M 3/36 Statistical metering, e.g. recording occasions when traffic exceeds capacity of trunks
• CPC Class Codes: H04M 3/523 with call distribution or queueing
• CPC Class Codes: H04M 3/5237 Interconnection arrangements between ACD systems
• CPC Class Codes: H04M 7/009 in systems involving PBX or KTS networks
• CPC Class Codes: H04Q 2213/13141 Hunting for free outlet, circuit or channel
• CPC Class Codes: H04Q 2213/13164 Traffic (registration, measurement,...)
• CPC Class Codes: H04Q 2213/13166 Fault prevention
• CPC Class Codes: H04Q 2213/1322 PBX
• CPC Class Codes: H04Q 3/62 for connecting to private branch exchanges

Abstract

This invention relates to apparatus and methods for redirecting calls from a first choice destination to some alternate destination if the call cannot be conveniently completed to the first destination. A call is initially extended through a toll network toward the first destination; if the toll network is congested and cannot reach an egress switch to access the first destination, or if a local exchange network connecting the first destination to the toll network is congested, or if a first destination PBX cannot be reached from the toll or local network because all access channels thereto are blocked, or if the first destination PBX is congested or attendants are unavailable, an indication that the call cannot be completed to the first destination is sent back to the ingress switch to the toll network for that call. The call is then redirected from the ingress switch of the toll network to an alternate destination. In some cases, this alternate destination may be the same as the first destination but accessed from a different egress switch of the toll network. Advantageously, this arrangement allows calls to be completed to an alternate destination regardless of the reason why the call cannot be completed to the first choice destination. If the first choice destination is a program-controlled PBX, the PBX can be programmed to reject certain types of calls according to the traffic load being handled by the PBX and the particular staffing available at a certain time. Thus, for example, the PBX could be arranged to accept calls for new orders but to redirect calls requesting information about shipments if the staffing of the first choice destination is relatively low. The reason for rejection can be used for altering the choice of an alternate destination or for canceling a potential redirection.

Claims

1. A method for routing a call through a public switched network, comprising a plurality of switching systems interconnected in said network, to one of a plurality of destinations, containing:

responsive to receiving said call in an ingress switching system of said public switched network, querying a data base shared by a plurality of switching systems of said network to obtain a routing indication;

responsive to receiving a routing indication from said data base, extending said call via another switching system of said network and via an egress switching system of said network toward one of said destinations;

after extending said call to said another switching system and in the absence of receipt of an answer indication on said call, determining in said another switching system whether said call can be further extended toward said one destination;

responsive to a determination that said call can be so extended, further extending said call toward said one destination;

responsive to a determination that said call cannot be so extended, generating and transmitting from said another switching system to said ingress switching system a message comprising an indicating that said call cannot be completed to said one destination; and

responsive to receiving said message in said ingress switching system, accessing, in said ingress switching system, alternative routing data related to said routing indication for extending said call from said ingress switching system toward another of said destinations.

2. The method of claim 1 wherein said one destination is accessed from one egress switching system of said network and another of said destinations is accessed from another egress switching system of said network and wherein said accessing alternative routing data for extending comprises the step of:

responsive to receiving said message in said ingress switching system, extending said call from said ingress switching via said another egress switching system of said network, said another egress system specified by said alternative routing data.

3. The method of claim 1 wherein said another switching system in said egress switching system of said network, and wherein said determining comprises determining if a network congestion or outage state exists whereby said call cannot be extended toward said egress switching system.

4. The method of claim 1 wherein said determining comprises determining if facilities connecting said one destination to said network are busy or out of service.

5. The method of claim 1 wherein said determining comprises the step of determining that said call cannot be further extended in case of a failure of an egress switching system of said network, said egress switching system for accessing said one destination.

6. The method of claim 1 wherein said routing indication comprises data from which identification of at least one redirect route can be derived in said ingress switching system.

7. The method of claim 1 wherein the accessing step comprises the step of detecting that a called customer of said call subscribes to automatic call redirection service.

8. The method of claim 1 wherein the accessing step is performed selectively in response to certain values of said message and is not performed for other values of said message.

9. The method of claim 1 wherein said determining comprises the step of generating and transmitting a call release message from said one destination wherein said one destination is a program controlled PBX.

10. The method of claim 9 wherein said step of generating a call release message comprises the step of generating a call release message with a particular cause value identifying a cause for redirection of the call.

11. The method of claim 10 wherein said cause value is destination subscriber busy.

12. The method of claim 10 wherein said cause value is no agents available at said PBX to handle the call in a timely manner.

13. The method of claim 10 wherein said cause value is destination PBX switching system congestion.

14. The method of claim 10 wherein said cause value is no destination subscriber response.

15. The method of claim 10 wherein the second extending step is adjusted responsive to a cause value supplied in said call release message and received in said ingress switching system.

16. The method of claim 9 wherein said generating and transmitting a call release message comprise transmitting said call release message over an integrated voice/data facility to a connected egress switching system of said network.

17. The method of claim 16 wherein said integrated data/voice facility is an ISDN facility.

18. The method of claim 1 wherein said determining if all routes through a local exchange network, for accessing a switching system connected to said one destination, are busy or out of service.

19. The method of claim 1 wherein said one destination is part of a Centrex controlled by a local switching system and wherein said generating and transmitting comprise generating a call release message from said local switching system, said call release message comprising data specifying a cause value identifying a cause for redirection of the call.

21. The method of claim 1 wherein said routing indication provides data for accessing in said ingress switching system, routing data, including said alternative routing data, for extending a call toward an alternate destination.

22. The method of claim 1 wherein said public switched network is an interexchange carrier network.

20. In an interexchange carrier network comprising a plurality of switching systems, apparatus for routing a call to one of a plurality of destinations, comprising:

an ingress switching system comprising processor means responsive, under program control, to an incoming call destined for said destination for querying a data base shared by a plurality of said switching systems of said network to obtain a routing indication from a database means for said call;

said processor means responsive, under program control, to receipt of said routing indication for extending said call through another switching system of said network toward said one destination via a first of two egress switching systems of said network connected to said destination; and

said processor means further responsive, under program control, and in the absence of receipt of an answer indication for said call, to a data message comprising an indication, received from said another switching system, that said call cannot be completed to said destination via said first egress switching system, for accessing, in said ingress switching system, alternative routing data related to said routing indication for extending said call toward said one destination via the second of said two egress switching systems.