System and method for redirecting a telephone call with call merging

• US 5,590,186 A
• Filed: 12/22/1993
• Issued: 12/31/1996
• Est. Priority Date: 12/22/1993
• Status: Expired due to Term

• Current Assignee: American Telephone & Telegraph Company (AT&T, Inc.)
• Original Assignee: AT&T, Inc.
• Inventors: Rule, Antoinette, Blickle, Thomas W., Bish, Sandra L., Frankel, Rise J., Liao, Frank Y.
• Primary Examiner(s): Zele, Krista M.
• Assistant Examiner(s): Dharia, Parag
• Application Number:
  US08/172,374
• Time in Patent Office: 1,105 Days
• Field of Search: 379/220, 379/221, 379/67, 379/88, 379/89, 379/201, 379/207, 379/212, 379/202, 379/204, 379/210, 379/211, 379/112, 379/229, 379/230, 379/142, 379/213
• US Class Current: 379/211.02
• CPC Class Codes: H04M 15/00 Arrangements for metering, time-control or time indication ; Metering, charging or billing arrangements for voice wireline or wireless communications, e.g. VoIP
• CPC Class Codes: H04M 2203/158 Call-type dependent routing route determination based on the nature of the carried application in packet switching networks H04L45/306
• CPC Class Codes: H04M 2207/12 intelligent networks
• CPC Class Codes: H04M 3/42306 Number translation services, e.g. premium-rate, freephone or vanity number services
• CPC Class Codes: H04M 3/487 Arrangements for providing information services, e.g. recorded voice services or time announcements
• CPC Class Codes: H04M 3/51 Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing
• 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 3/5235 Dependent on call type or called number [DNIS]
• CPC Class Codes: H04M 3/54 Arrangements for diverting calls for one subscriber to another predetermined subscriber based on the calling party profile H04M3/42059; based on location H04M3/42348; based on presence H04M3/42365; to voice mail H04M3/53308
• CPC Class Codes: H04Q 3/0016 Arrangements providing connection between exchanges

Abstract

Calls made to a toll-free 800 service subscriber are routed to a subscriber'"'"'s primary location via a telephone network switch operating in conjunction with a specially configured adjunct processor. The adjunct processor routes the call from the calling party to the primary location through a first call leg extending between the calling party, switch and adjunct processor. A second call leg is extended from the adjunct processor, through the switch to an alternate destination. The first and second call legs are bridged within the adjunct processor for completing the call from the calling party to the alternate location. After the called is bridged, the two call legs are released to and from the adjunct processor while merging the two legs within the switch so as to conserve adjunct processor resources for further incoming calls. The described system also provides for five different redirection features: 1) blind transfer, 2) soft transfer, and 3) conference--consultation for human agents; and 4) blind and 5) soft transfer for voice response units (VRU'"'"'s).

Claims

1. A system for completing telephone calls comprising means including a switch having an associated adjunct processor for routing a first call from a calling party at a customer location to a redirecting party at a primary location,

means in said adjunct processor for monitoring the call after it has been completed to said primary location for a redirection signal indicative to forward said call to an alternate destination,

means in said adjunct processor for routing said first call from said calling party to said primary location through a first call leg extending between said switch and adjunct processor and means for routing a second call from said adjunct processor through a second call leg extending between said adjunct processor, switch and said alternate destination,

said adjunct processor including means for bridging said first and second call legs for completing the first call from said calling parting to said alternate location, and

means for releasing said call legs to and from said adjunct processor while merging said call legs within said switch so as to conserve adjunct processor resources for further incoming calls.

2. The system according to claim 1 wherein said redirecting party is an automatic voice response unit capable of receiving dual tone multifrequency (DTMF) instruction signals, said adjunct processor including means for transmitting to said automatic voice response unit dual tone multifrequency signals indicative of the outcome of the releasing and merging of the call legs.

3. The system according to claim 1 wherein said redirection signal is a touch tone sequence generated in said primary location.

4. The system according to claim 1 including means for conferencing said calling party, said redirecting primary party and said alternate party before said adjunct legs are released.

5. The system according to claim 1 including means at said primary location for entering a redirect number to said alternate location, and said adjunct processor includes means for disconnecting said primary location after said primary location has entered said redirect number and before said call between said calling party and said alternate party has been bridged.

6. The system according to claim 1 including means at said primary location for entering a redirect number to said alternate location, and said adjunct processor includes means for disconnecting said primary location only after said alternate location is successfully bridged.

7. The system according to claim 1 wherein said alternate location comprises a network services complex (NSCX) having an announcement base of stored announcements.

8. The system according to claim 7 wherein said primary location includes means for entering a specific sequence of dual tone multifrequency signals for redirecting said call to said network services complex.

9. The system according to claim 1 including a network control point having database subscriber records to obtain a routing number for the call and determining if said subscriber records indicate that said subscriber'"'"'s call can be transferred from said primary location to said alternate destination.

10. The system according to claim 1 including means for updating a bill record generated for said first call to indicate redirection of said call to said alternate location.

11. A system for completing telephone calls comprising

means including a switch having an associated adjunct processor for routing a call from a calling party at a customer location to a redirecting party at a primary location,

a voice response unit (VRU) positioned at said primary location and including means for receiving and processing dual tone multifrequency (DTMF) instruction signals,

means in said adjunct processor for monitoring the call after it has been completed to said primary location for a redirection signal indicative to forward said call to an alternate destination,

means in said adjunct processor for routing said call from said calling party to said primary location, and including means in said adjunct processor for transmitting to said voice response unit a series of dual tone multifrequency signals indicating the results of the attempted transfer to an alternate destination, so as to enable further, predetermined processing of said call such as transfer to a second alternate location, and including means for releasing said call legs to and from said adjunct processor while merging said call legs within said switch so as to conserve adjunct processor resources for further incoming calls.

12. The system according to claim 11 wherein said adjunct processor includes means for routing said call from said calling party to said primary location through a first call leg between said switch and adjunct processor, and means for extending a second call from said adjunct processor through a second call leg extending between said adjunct processor, switch and said alternate destination, and including means for bridging said first and second call legs for completing said call from said calling party to said alternate location.

13. The system according to claim 11 wherein said redirection signal is a touch tone sequence generated in said primary location.

14. The system according to claim 11 including means for conferencing said calling party, said redirecting primary party and said alternate party before said adjunct processor legs are released.

15. The system according to claim 11 including means at said primary location for entering a redirect number to said alternate location, and said adjunct processor includes means for disconnecting said primary location after said primary location has entered said redirect number and before said call between said calling party and said alternate party has been bridged.

16. The system according to claim 11 including means at said primary location for entering a redirect number to said alternate location, and said adjunct processor includes means for disconnecting said primary location only after said alternate location is successfully bridged.

17. The system according to claim 11 wherein said alternate location comprises a network services complex (NSCX) having an announcement base of stored announcements.

18. The system according to claim 17 wherein said primary location includes means for entering a sequence of dual tone multifrequency signals for redirecting said call to said network services complex.

19. The system according to claim 18 including a network control point having database subscriber records to obtain a routing number for the call and determine if said subscriber records indicate that said subscriber'"'"'s call can be transferred from said primary location to said alternate destination.

20. The system according to claim 11 including means for updating a bill record generated for said first call to indicate redirection of said call to said alternate location.

21. A method for completing telephone call comprising the steps of

routing a call from a calling party at a customer location through a telephone switch having an adjunct processor to a redirecting party at a primary location,

monitoring the call for a redirection signal indicative to forward the call to an alternate destination,

routing the call from a first call leg from the calling party to the primary location through the adjunct processor and extending a second call leg from the adjunct processor through the switch to an alternate destination while bridging the first and second call legs while merging the legs within the switch for conserving adjunct processor resources for further incoming calls;

including the step of transmitting to an automatic voice response unit at the primary location dual tone multifrequency (DTMF) signals indicative of the outcome of the transfer; and

further including the step of generating a touch tone sequence in the adjunct processor corresponding to the redirection signal.

22. The method according to claim 21 including the step of conferencing the calling party, the redirecting primary party and the alternate party before the adjunct legs are released.

23. The method according to claim 21 including the step of entering a redirect number to the alternate location, and disconnecting the primary location after the primary location has entered the redirect number and before the call between the calling party and the alternate party has been completely bridged.

24. The method according to claim 21 including the step of entering a redirect number to the alternate location, and disconnecting the primary location after the call to the alternate location is successfully bridged.

25. The method according to claim 21 including the step of redirecting the call to a network services complex (NSCX) having an announcement frame of stored announcements.

26. The method according to claim 25 including the step of entering a specific sequence of dual tone multifrequency signals for redirecting the call to the network services complex.

27. The method according to claim 21 including the step of obtaining a routing number from a database of subscriber records associated with a network control point and including the further step of determining if the subscriber record indicates that the call can be transferred from the primary location to the alternate location.

28. The method according to claim 21 including the step of updating a bill record generated for the first call to indicate redirection of the call to the alternate location.

29. A method for completing telephone calls comprising

routing a call from a calling party at a customer location through a telephone switch having an adjunct processor to a voice response unit at a primary location,

monitoring the call after it has been completed to the voice response unit at the primary location for a redirect signal indicative to forward the call to an alternate destination,

routing the call through first call leg from the calling party through the adjunct processor to the primary location, and transmitting to the voice response unit from the adjunct processor a series of dual tone multifrequency signals (DTMF) indicating the results of the attempted transfer to an alternate destination so as to enable further, predetermined processing of the call such as transferring the call to a second, alternate destination, and including the step of routing the call from the calling party to the primary location through a first call leg extending between a switch and adjunct processor and extending the call from the adjunct processor through a second call leg extending between the adjunct processor the switch and the alternate destination, and bridging the first and second call legs for completing the call from the calling party to the alternate location, and including means for releasing said call legs to and from the adjunct processor while merging said call legs within said switch so as to conserve adjunct processor resources for further incoming calls.

30. The method according to claim 29 including releasing the call legs to and from the adjunct processor while merging the two calls within the switch so as to conserve adjunct processor resources for further incoming calls, and wherein the outgoing all leg from the adjunct processor is released before the incoming call leg.

31. The method according to claim 30 including transmitting to an automatic voice response unit at the primary location dual tone multi frequency (DMTF) signals indicative of the outcome of the transfer.

32. The method according to claim 29 including the step of generating a touch tone sequence in the adjunct processor corresponding to the redirection signal.

33. The method according to claim 29 including the step of conferencing the calling party, the redirecting primary party and the alternate party before the adjunct processor legs are released.

34. The method according to claim 29 including the step of entering a redirect number to the alternate location, and disconnecting the primary location after the primary location has entered the redirect number and before the call between the calling party and the alternate party has been completely bridged.

35. The method according to claim 29 including the step of entering a redirect number to the alternate location, and disconnecting the primary location after the primary location only after the alternate location is successfully bridged.

36. The method according to claim 29 including the step of redirecting the call to a network services complex (NSCX) having an announcement frame of stored announcements.

37. The method according to claim 36 including the step of entering a specific sequence of dual tone multifrequency signals for redirecting the call to the network services complex.

38. The method according to claim 29 including the step of obtaining a routing number from a database of subscriber records associated with a network control point and including the further step of determining if the subscriber record indicates that the call can be transferred from the primary location to the alternate location.

39. The method according to claim 29 including the step of updating a bill record generated for the first call to indicate redirection of the call to the alternate location.