Subscriber call routing processing system

• US 5,452,350 A
• Filed: 03/09/1992
• Issued: 09/19/1995
• Est. Priority Date: 03/09/1992
• Status: Expired due to Term

• Current Assignee: International Business Machines Corporation
• Original Assignee: Advantus Corporation
• Inventors: Dalsky, Joel D., Reynolds, Henry S., Schmidt, Joyce J., Pannell, Dean R., Bonkowski, Edward F.
• Primary Examiner(s): Dwyer, James L.
• Assistant Examiner(s): Hong, Harry S.
• Application Number:
  US07/848,247
• Time in Patent Office: 1,289 Days
• Field of Search: 379/112, 379/113, 379/114, 379/115, 379/201, 379/207, 379/230, 379/265, 379/266, 379/309, 379/127, 379/134, 379/210, 379/220, 379/221, 379/196, 379/197, 379/198, 379/229 , 379/234, 379/242, 379/243, 379/244
• US Class Current: 379/221.07
• CPC Class Codes: H04M 2203/408 Customer-specific call routing plans
• CPC Class Codes: H04M 2207/12 intelligent networks
• 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 3/5233 Operator skill based call distribution
• CPC Class Codes: H04M 3/5234 Uniform load distribution
• CPC Class Codes: H04M 3/5235 Dependent on call type or called number [DNIS]
• CPC Class Codes: H04M 3/5237 Interconnection arrangements between ACD systems
• CPC Class Codes: H04M 3/5238 with waiting time or load prediction arrangements
• CPC Class Codes: H04M 7/00 Arrangements for interconnection between switching centres
• CPC Class Codes: H04Q 2213/1305 Software aspects
• CPC Class Codes: H04Q 2213/13056 Routines, finite state machines
• CPC Class Codes: H04Q 2213/13072 Sequence circuits for call signaling, ACD systems
• CPC Class Codes: H04Q 2213/13097 Numbering, addressing
• CPC Class Codes: H04Q 2213/13103 Memory
• CPC Class Codes: H04Q 2213/13106 Microprocessor, CPU
• CPC Class Codes: H04Q 2213/13138 Least cost routing, LCR
• CPC Class Codes: H04Q 2213/13141 Hunting for free outlet, circuit or channel
• CPC Class Codes: H04Q 2213/13199 Modem, modulation
• CPC Class Codes: H04Q 2213/13256 Call screening
• CPC Class Codes: H04Q 2213/13332 : Broadband, CATV, dynamic bandwidth allocation
• CPC Class Codes: H04Q 2213/13343 : Neural networks
• CPC Class Codes: H04Q 2213/13345 : Intelligent networks, SCP
• CPC Class Codes: H04Q 2213/13377 : Recorded announcement
• CPC Class Codes: H04Q 2213/13504 : client/server architectures
• CPC Class Codes: H04Q 2213/13526 : resource management
• CPC Class Codes: H04Q 2213/13547 : subscriber, e.g. profile, database, database access
• CPC Class Codes: H04Q 2213/13564 : load balancing
• CPC Class Codes: H04Q 3/0016 : Arrangements providing connection between exchanges
• CPC Class Codes: H04Q 3/0029 : Provisions for intelligent networking

Abstract

A method is described for routing calls outside of a carriers network based on characteristics of the call, the attributes of the caller, the status of subscriber-provided resource, and the status of network telephone provided facilities. Information about the call and the caller'"'"'s identification is sent from the public switched telephone network to a subscriber call routing processor. The carrier is directed by the routing processor to route the call to the subscriber'"'"'s resource best able to handle the call. Information about the call and the business relationship the caller has with the subscriber is used by the routing processor to determine which type of resource is needed to handle the call. The routing processor then chooses the particular resource of that type to which the call is to be routed based on the current status of the resource, the status of the network-provided facilities, and the criteria established by the subscriber for selecting between alternative resources. Resource types may include any PSTN terminations, including automatic call distributors, audio response units, modems, and individual stations. The routing processor may also send information to the carrier to be delivered to the subscriber resource to assist in handling the call.

Claims

1. A subscriber call load balancing system for use outside of a carrier public switched telephone network (PSTN) for designating routing of telephone calls to any one of a plurality of different subscriber resources for any subscriber N00 number, comprising:

receive processing means for receiving a routing query from said PSTN for any call placed to the subscriber N00 number, said routing query including call identification information including indicia relating to the call;

means for storing a routing algorithm for selecting one of said subscriber resources to receive a call to the subscriber N00 number, said routing algorithm utilizing call identification information for selecting a routing function, at least one routing function using capacity percentages for balancing call distribution, each such capacity percentage representing a proportion of all calls for a desired resource that can be handled; and

routing processing means responsive to a call request from the PSTN for any subscriber N00 number and utilizing said stored routing algorithm for selecting a subscriber resource to handle a call and sending a response to said PSTN designating the selected resource to handle the call.

2. The call load balancing system of claim 1 further comprising means for programming one or more said routing algorithms, each said algorithm using said routing functions to select a resource for receiving a call to the subscriber N00 number, wherein one said routing functions include a route function to route the call to a single specified destination, an allocate function to route the call based on subscriber defined allocation percentages and a select function to route the call using said capacity percentages, and said algorithm is implemented by said routing processing means to use one of said route, allocate and select functions.

3. A subscriber call load balancing system for use outside of a carrier public switched telephone network (PSTN) for designating routing of telephone calls to any one of a plurality of different subscriber resources for a subscriber N00 number, comprising:

event processing means for determining statistical information relating to availability of each said resource for receiving calls during a processing cycle;

outcome processing means for determining statistical information relating to routing of calls during previous processing cycles;

call demand processing means responsive to statistical information obtained from said outcome processing means for predicting desired routing of calls in a next subsequent processing cycle;

load balance processing means responsive to said event processing means and said call demand processing means for calculating capacity percentages for call distribution to said subscriber resources in a next successive processing cycle, each such capacity percentage representing a proportion of all calls for a desired routing that can be handled;

means for storing a routing algorithm for selecting one of said subscriber resources to receive a call to the subscriber N00 number, said routing algorithm utilizing said capacity percentages for balancing call distribution; and

routing processing means responsive to a call request from the PSTN for the N00 number and utilizing said routing algorithm for selecting a subscriber resource to handle a call using said capacity percentages and sending a response to said PSTN designating the selected resource to handle the call.

4. The call load balancing system of claim 3 further comprising means for programming one or more said routing algorithms, each said algorithm comprising logic steps used to select a resource for receiving a call to the subscriber, wherein one said logic step includes selecting one of said resources in order to route the call using said capacity percentages.

5. The call load balancing system of claim 4 wherein said programming means may assign any said resource to more than one routing algorithm.

6. The call load balancing system of claim 5 wherein said programming means assigns each and every subscriber N00 phone number to a routing algorithm, wherein any said algorithm can be simultaneously assigned to more than one N00 phone number.

7. The call load balancing system of claim 3 wherein said communication means is operatively coupled to a database for storing call routing information for known customers and a request to route a call includes an identification of the caller and further comprising means for comparing the caller identification to known customers having information stored in said database to determine if said caller is a known caller, and if said caller is a known caller, then transmitting said routing information for the known caller with the designation of the resource to receive the call.

8. The call load balancing system of claim 3 further comprising means for programming one or more said routing algorithms, each said algorithm comprising logic steps used to select a resource for receiving a call to the subscriber N00 number, wherein one said logic step include a route function to route the call to a single specified destination, an allocate function to route the call based on subscriber defined allocation percentages and a select function to route the call using said capacity percentages, and said algorithm is implemented by said routing processing means to use one of said route, allocate and select functions.

9. In a telephone network system for routing telephone calls to any one of a plurality of different subscriber resources for a subscriber N00 number, including a service control point (SCP) having a processor utilizing routing trees for selecting one such resource, an improved call load balancing system comprising:

event processing means for determining statistical information relating to availability of each said resource for receiving calls;

routing processing means for determining statistical information relating to routing of calls during previous processing cycles;

call demand processing means responsive to statistical information obtained from said routing processing means for predicting desired routing of calls in a next subsequent processing cycle;

load balance processing means responsive to said event processing means and said call demand processing means for calculating capacity percentages for call distribution to said subscriber resources in a next successive processing cycle, each such capacity percentage representing a proportion of all calls for a desired routing that can be handled; and

communication means operatively coupled to said SCP and responsive to a call request from the SCP for sending a response to said SCP designating a call resource to handle the call in accordance with said capacity percentages.

10. The call load balancing system of claim 9 further comprising means for programming one or more routing algorithms used by said communication means for designating a call resource, each said algorithm comprising logic steps used to select a resource for receiving a call to the subscriber, wherein one said logic step includes selecting one of said resources in order to route the call using said capacity percentages.

11. The call load balancing system of claim 10 wherein said programming means may assign any said resource to more than one routing algorithm.

12. The call load balancing system of claim 10 wherein said programming means assigns each and every subscriber N00 phone number to a routing algorithm, wherein any said algorithm can be simultaneously assigned to more than one N00 phone number.

13. The call load balancing system of claim 9 wherein said communication means is operatively coupled to a database for storing call routing information for known customers and a request to route a call includes an identification of the caller and further comprising means for comparing the caller identification to known customers having information stored in said database to determine if said caller is a known caller, and if said caller is a known caller, then transmitting said routing information for the known caller with the designation of the resource to receive the call.

14. A method of designating routing of telephone calls to a plurality of different subscriber resources to provide a desired load balancing among said resources in a subscriber network system having a processor utilizing routing algorithms for selecting one such resource, comprising the steps of:

defining at least one routing outcome comprising a plurality of said subscriber resources organized into a plurality of groups, each said group having a distinct precedence level relative to the other groups;

periodically performing a processing cycle to designate load balancing among resources in any said routing outcome, including

receiving resource statistical information from said resources relating to availability of each said resource for receiving calls,

collecting outcome statistical information relating to routing of calls to any said routing outcome during previous processing cycles,

predicting desired routing Of calls in a next subsequent processing cycle using said outcome statistical information,

calculating capacity percentages for call distribution to said subscriber resources for each said routing outcome in a next successive processing cycle using said resource statistical information and said predicted desired routing of calls, including calculating such capacity percentages initially for the highest precedence level group and then for successively lower precedence level groups until all predicted calls have been distributed, each such capacity percentage representing a proportion of all calls for a desired routing outcome that can be handled, and

transferring said capacity percentages to be used in said processor algorithm; and

in response to a request for routing a phone call, designating a call resource to receive said call using said capacity percentages.

15. The method of claim 14 further comprising the step of defining one or more of said routing algorithms, each said algorithm comprising logic steps used to select a resource for receiving a call to the subscriber, wherein one said logic step includes selecting one of said routing outcomes in order to route the call using said allocation percentages.

16. The method of claim 15 wherein said routing algorithm defining step may include assigning any said routing outcome to more than one routing algorithm.

17. The method of claim 15 further comprising the step of assigning each and every subscriber N00 phone number to a routing algorithm, wherein any said algorithm can be simultaneously assigned to more than one N00 phone number.

18. The method of claim 14 further comprising a receiving step receiving a request to route a call and in response thereto implementing said routing algorithm to designate a resource to receive said call.

19. The method of claim 18 wherein said processor is operatively coupled to a database for storing call routing information for known customers and a request to route a call includes an identification of the caller and further comprising the step of comparing the caller identification to known customers having information stored in said database to determine if said caller is a known caller, and if said caller is a known caller, then transmitting said routing information for the known caller with the designation of the resource to receive the call.

20. The method of claim 14 wherein said method is operable to receive requests from a plurality of different telephone carrier networks and said designating step comprises designating the calling resource independent of the particular carrier network generating the request.

21. The method of claim 14 wherein said transferring step is implemented at the end of each processing cycle and said designating step uses the transferred capacity percentages until the end of a subsequent processing cycle.