Dynamic reallocation of calls to agent groups

• US 5,646,987 A
• Filed: 12/22/1994
• Issued: 07/08/1997
• Est. Priority Date: 12/22/1994
• Status: Expired due to Term

• Current Assignee: Lucent Technologies, Inc. (Nokia Corporation)
• Original Assignee: Lucent Technologies, Inc. (Nokia Corporation)
• Inventors: Pope, Francis Joseph III, Wiktor, Joseph John, Gerber, Eugene
• Primary Examiner(s): Bost, Dwayne
• Assistant Examiner(s): PRESSON, THOMAS
• Application Number:
  US08/361,629
• Time in Patent Office: 929 Days
• Field of Search: 379/265, 379/266, 379/309, 379/218, 379/45, 379/220, 379/221, 379/210, 379/211, 379/212, 379/127, 379/142, 379/40, 379/43, 379/214
• US Class Current: 379/266.02
• CPC Class Codes: H04M 11/04 with alarm systems, e.g. fire, police or burglar alarm systems
• CPC Class Codes: H04M 2242/04 for emergency applications
• 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 3/5116 for emergency applications
• CPC Class Codes: H04M 3/5232 Call distribution algorithms

Abstract

An arrangement for selectively altering the serving of emergency serving areas ESAs. Normally emergency serving areas are grouped and all calls for a group are handled by teams of agents at public safety answering point (PSAP) positions. For special emergencies such as a fire it is deskable that all traffic from one emergency service area be specially routed either to a single destination such as one PSAP position or a telephone in a fire station or to a special group of agents. This is accomplished by assigning a different routing telephone number to the emergency service number ESN corresponding to each emergency service area and using that routing telephone number ESN for routing calls. The calls are routed first to a single agent position which is normally not logged in and then on a default basis to an automatic call distributor (ACD) number for routing to a team of PSAP agents. If a special emergency occurs in one of the ESAs, then the routing for the corresponding ESN is changed either by logging on an agent to handle all calls for that ESN or by changing the default ACD number to route these calls to a different ACD or to a different telephone. Advantageously, such an arrangement allows for a highly flexible routing under special emergency conditions without requiring a complex individual ACD routing for each ESN under normal conditions.

Claims

1. A method of routing telephone calls from a switching system to agent positions, comprising the steps of:

receiving a call from a caller at the switching system including an automatic number identification (ANI) number associated with said caller;

providing said switching system with a service number based on said ANI number and determining a routing number for said service number;

determining if said routing number requires normal routing or special routing;

if the routing number requires normal routing, translating said service number to a default telephone number and routing the call using said default telephone number;

if the routing number requires special routing, routing said call to a predetermined agent position based on specified routing data, said specified data being obtained by logging in said predetermined agent position and translating the routing number into an identification of the predetermined agent position; and

altering said routing data based upon expected calling conditions.

2. The method of claim 1 wherein said default routing number is an ACD (Automatic Call Distributor) number for routing calls to specifiable agent positions.

3. The method of claim 1 wherein said default routing number is a telephone number of a single destination.

4. The method of claim 1 wherein said default routing number is a number of a shared call appearance for a plurality of telephone stations.

5. The method of claim 1, wherein the step of altering said routing data includes the step of logging in another agent position.

6. The method of claim 1, wherein the step of determining if the routing number requires normal routing or special routing includes the step of determining whether a particular situation that is the subject of the call is likely to be one for which a plurality of calls will be received.

7. A method of routing telephone calls from a switching system to agent positions, comprising the steps of:

receiving a call from a caller at the switching system including an automatic number identification (ANI) number associated with said caller;

providing said switching system with a service number based on said ANI number and determining a routing number for said service number;

determining if said routing number requires normal routing or special routing;

if the routing number requires normal routing, translating said service number to a default telephone number and routing the call using said default telephone number;

if the routing number requires special routing, routing said call to a predetermined agent position based on specified routing data, said specified data being obtained by translating the routing number into an automatic call distribution (ACD) number where the ACD number routes the call to the predetermined agent position; and

altering said routing data based upon expected calling conditions.

8. The method of claim 7, wherein the step of altering said routing data includes the step of translating said routing number to another ACD number having a prespecified routing.

9. The method of claim 7, wherein the step of determining if the routing number requires normal routing or special routing includes the step of determining whether a particular situation that is the subject of the call is likely to be one for which a plurality of calls will be received.