Routing calls to call centers

• US 5,923,745 A
• Filed: 02/28/1997
• Issued: 07/13/1999
• Est. Priority Date: 02/28/1997
• Status: Expired due to Term

• Current Assignee: Open Text Corporation
• Original Assignee: Teknekron Infoswitch Corp. (HP Inc.)
• Inventors: Hurd, Michael D.
• Primary Examiner(s): Hunter, Daniel S.
• Application Number:
  US08/808,625
• Time in Patent Office: 865 Days
• Field of Search: 379/201, 379/207, 379/219, 379/220, 379/221, 379/265, 379/266, 379/309
• US Class Current: 379/265.02
• CPC Class Codes: H04M 2242/22 Automatic class or number identification arrangements
• CPC Class Codes: H04M 3/42042 Notifying the called party of information on the calling party details within substation equipment H04M1/57, signalling details H04Q3/72
• CPC Class Codes: H04M 3/42059 Making use of the calling party identifier
• CPC Class Codes: H04M 3/42102 Making use of the called party identifier
• CPC Class Codes: H04M 3/523 with call distribution or queueing
• 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 3/72 Finding out and indicating number of calling subscriber

Abstract

A system is provided for routing calls. The system includes a plurality of call centers coupled to a public switched telephone network which supports a caller identification feature and a transfer feature. A trunk interface, coupled via a link to the public switched telephone network, receives a call from the public switched telephone network over the link. A database stores customer profile information and call center information. A processor is coupled to the trunk interface and the database. The processor identifies a customer placing the call utilizing the caller identification feature, retrieves from the database customer profile information associated with the identified customer, and selects one of the call centers in response to the customer profile information and the call center information. The processor routes the call to the selected call center, after which the link is released utilizing the transfer feature.

Claims

1. A system for routing calls comprising:

a plurality of call centers coupled to a public switched telephone network which supports a caller identification feature and a transfer feature;

a trunk interface coupled via a link to the public switched telephone network, the trunk interface operable to receive a call from the public switched telephone network using a line of the link;

a database operable to store customer profile information and call center information; and

a processor coupled to the trunk interface and the database, the processor operable to identify a customer placing the call utilizing the caller identification feature, the processor further operable to retrieve from the database customer profile information associated with the identified customer, the processor further operable to select one of the call centers in response to the customer profile information and the call center information, the processor further operable to initiate routing of the call to the selected call center so that the line of the link between the trunk interface and the public switched telephone network is released utilizing the transfer feature.

2. The system of claim 1, further comprising a voice response unit coupled to the trunk interface, the voice response unit operable to query the customer to receive at least a portion of the customer profile information.

3. The system of claim 1, further comprising a network interface, the network interface operable to receive at least a portion of the call center information.

4. The system of claim 3, wherein the network interface is operable to receive call center dynamics information from at least one call center.

5. The system of claim 1, wherein the line comprises an ISDN-supported line having a predetermined delay period.

6. The system of claim 5, wherein the processor is operable to delay routing the call to the selected call center for the predetermined delay period.

7. The system of claim 1, wherein:

the database is further operable to store a customer service representative profile information; and

the processor is further operable to determine a suitable customer service representative to handle the call in response to the customer service representative profile information.

8. The system of claim 1, wherein the processor is further operable to insert routing information into a call record associated with the call, the routing information identifying the selected call center.

9. The system of claim 1, wherein the transfer feature comprises an external switch hook transfer feature supported by ISDN.

10. The system of claim 1, wherein the processor is further operable to rank the call centers in order of suitability.

11. A network routing unit for routing calls to one of a plurality of call centers coupled to a public switched telephone network which supports a caller identification feature and a transfer feature, the network routing unit comprising:

a trunk interface coupled via a link to the public switched telephone network, the trunk interface operable to receive a call from the public switched telephone network using a line of the link;

a database operable to store customer profile information and call center information; and

a processor coupled to the trunk interface and the database, the processor operable to identify a customer placing the call utilizing the caller identification feature, the processor further operable to retrieve from the database customer profile information associated with the identified caller, the processor further operable to select one of the call centers in response to the customer profile information and the call center information, the processor further operable to initiate routing of the call to the selected call center so that the line of the link between the trunk interface and the public switched telephone network is released utilizing the transfer feature.

12. The network routing unit of claim 11, further comprising a voice response unit coupled to the trunk interface and the processor, the voice response unit operable to query the customer placing the call.

13. The network routing unit of claim 11, further comprising a network interface coupled to the processor, the network interface operable to receive at least a portion of the call center information.

14. The network routing unit of claim 11, wherein the line comprises an ISDN-supported line having a predetermined delay period.

15. The network routing unit of claim 14, wherein the processor is operable to delay routing the call to the selected call center for the predetermined delay period.

16. The network routing unit of claim 11, wherein the processor is further operable to insert routing information into a call record associated with the call, the routing information identifying the selected call center.

17. The network routing unit of claim 11, wherein the transfer feature comprises an external switch hook transfer feature supported by ISDN.

18. The network routing unit of claim 11, wherein the processor is further operable to rank the call centers in order of suitability.

19. A method for routing calls to one of a plurality of call centers, the method comprising:

storing call center information in a database;

receiving a call from a public switched telephone network using a line of a link, the public switched telephone network supporting a caller identification feature and a transfer feature;

identifying a customer placing the call utilizing the caller identification feature;

retrieving customer profile information associated with the identified customer;

selecting one of the call centers in response to the customer profile information and the call center information; and

routing the call to the selected call center, wherein the line of the link to the public switched telephone network is released utilizing the transfer feature.

20. The method of claim 19, wherein the step of retrieving customer profile information comprises querying the customer with a voice response unit to receive at least a portion of the customer profile information.

21. The method of claim 19, further comprising the step of storing customer profile information in the database, and wherein the step of retrieving customer profile information comprises querying the database.

22. The method of claim 19, further comprising the step of transmitting customer profile information to the selected call center.

23. The method of claim 19, wherein the line comprises an ISDN-supported line having a predetermined delay period, and further comprising the step of delaying the routing of the call to the selected call center for the predetermined delay period.

24. The method of claim 19, further comprising the step of inserting routing information into a call record associated with the call, the routing information identifying the selected call center.

25. The method of claim 19, wherein the transfer feature comprises an external switch hook transfer feature supported by ISDN.

26. The method of claim 19, further comprising the step of ranking the call centers in order of suitability.

27. The method of claim 19, further comprising the step of selecting a suitable customer service representative for handling the call.