Method and system for regulating incoming calls from multiple points of origination

• US 6,009,163 A
• Filed: 07/03/1997
• Issued: 12/28/1999
• Est. Priority Date: 07/03/1997
• Status: Expired due to Term

• Current Assignee: Qwest Communications International Incorporated (Lumen Technologies, Inc.)
• Original Assignee: MediaOne Group Inc. (Comcast Corporation), U S West Inc.
• Inventors: Cuddihy, Patrick M., Nabkel, Jafar S., Bruening, Gregory W.
• Primary Examiner(s): Wolinsky, Scott
• Application Number:
  US08/888,023
• Time in Patent Office: 908 Days
• Field of Search: 379/219, 379/220, 379/221, 379/207, 379/265, 379/266, 379/309, 379/45, 379/49
• US Class Current: 379/266.01
• CPC Class Codes: H04M 3/42348 Location-based services which utilize the location information of a target
• CPC Class Codes: H04M 3/5116 for emergency applications
• CPC Class Codes: H04M 3/5232 Call distribution algorithms
• CPC Class Codes: H04Q 2213/13107 Control equipment for a part of the connection, distributed control, co-processing
• CPC Class Codes: H04Q 2213/13345 Intelligent networks, SCP
• CPC Class Codes: H04Q 2213/1337 Operator, emergency services
• CPC Class Codes: H04Q 2213/13387 Call gapping
• CPC Class Codes: H04Q 3/0029 Provisions for intelligent networking

Abstract

A method and system for regulating the flow of calls in a communications network. At least one calling area is assigned to each call response center of each service provider. Call regulating functionality is provided in communication with each call response center of each service provider and includes a set of parameters assigned to each calling area served by the call response center as well as a corresponding call regulating algorithm for the assigned calling areas. The call regulating functionality is operative to detect a call from a calling party to a service provider, determine the assigned calling area of the calling party for that service provider, determine the call response center and determine the current values of the assigned parameters for the calling areas assigned to the call response center. Based on these values and the call regulating algorithm, a decision is made whether to proceed with the call to the call response center, route the call to a corresponding holding queue, or route a call previously held in a holding queue.

Claims

1. For use in a communications network having at least one service provider with at least one call response center, and at least one switching center serving at least one calling party, a method of regulating the flow of calls, the method comprising:

assigning at least one calling area to each call response center;

providing call regulating functionality in communication with each call response center of each service provider, the call regulating functionality including a set of parameters assigned to each calling area served by the call response center, and a corresponding call regulating algorithm for the assigned calling areas;

detecting a call from a calling party to a service provider;

determining the assigned calling area of the calling party for the service provider;

determining the call response center for the calling party and the service provider;

determining the current values of the assigned parameters for the calling areas assigned to the call response center; and

determining based on the current values of the assigned parameters, and the call regulating algorithm, whether to proceed with the call to the call response center.

2. A method as in claim 1, further comprising assigning a calling number to each calling party, the calling number indicative of the assigned calling area for the calling party and the service provider.

3. A method as in claim 2, wherein the calling number is a telephone number.

4. A method as in claim 2, wherein the step of determining the assigned calling area of the calling party further comprises determining the service provider called by the calling party and the calling party'"'"'s number.

5. A method as in claim 1, wherein the call regulating functionality is provided in communication with at least one adjunct processor serving each call response center of each service provider.

6. A method as in claim 5, wherein the call regulating functionality resides at the at least one adjunct processor.

7. A method as in claim 5, wherein the communications network is an Intelligent Network (IN).

8. A method as in claim 5 wherein the communications network is an Advanced Intelligent Network (AIN) and the adjunct processor is a service control point (SCP).

9. A method as in claim 1, wherein the call regulating functionality resides at the at least one call response center.

10. A method as in claim 1, wherein the call regulating functionality resides at the at least one switching center.

11. A method as in claim 1, wherein the at least one switching center is an originating end office.

12. A method as in claim 1, wherein the at least one switching center is a packet switched office.

13. A method as in claim 1, wherein the assigned parameters include a total number of currently active calls for each calling area assigned to the call response center.

14. A method as in claim 1, wherein the assigned parameters include a threshold of currently active calls permitted for each calling area assigned to the call response center.

15. A method as in claim 14, wherein different thresholds may be programmed for the same calling area based on time of day, day of week, and/or planned events.

16. A method as in claim 14, wherein the threshold may be changed in real time by a call response center attendant or administrator.

17. A method as in claim 1, wherein the call regulating functionality is operative to count the total number of currently active calls for each calling area.

18. A method as in claim 17, wherein the call regulating functionality is operative to increment the total number of currently active calls each time a call is routed from the calling area to the call response center.

19. A method as in claim 17, wherein the call regulating functionality is operative to decrement the total number of currently active calls each time a call from the calling area that was routed to the call response center ends.

20. A method as in claim 1 further comprising an interactive voice response unit and voice announcements to the calling party.

21. A method as in claim 1, further comprising assigning a queue for each calling area assigned to each call response center.

22. A method as in claim 20, wherein the assigned parameters include a total number of currently pending calls held in each queue.

23. A method as in claim 20, wherein the assigned parameters include a threshold of total calls permitted to be held in each queue.

24. A method as in claim 23, wherein different thresholds may be programmed for each queue based on time of day, day of week, and/or planned events.

25. A method as in claim 23, wherein the threshold may be changed in real time by a call response center attendant or administrator.

26. A method as in claim 20, further comprising determining if there are any calls in the queue.

27. A method as in claim 26, further comprising determining whether to proceed with a call in the queue to the call response center.

28. A method as in claim 20 wherein the call regulating functionality is operative to count the total number of currently pending calls held in queue for each calling area.

29. A method as in claim 28 wherein the call regulating functionality is operative to increment the total number of currently pending calls held in queue each time a call is received by the queue.

30. A method as in claim 28 wherein the call regulating functionality is operative to decrement the total number of currently pending calls held in queue each time a call is forwarded from the queue to the call response center.

31. A method as in claim 20, wherein the queue is operative to route calls to the call response center on a first in, first out, (FIFO) basis.

32. For use in a communications network having at least one service provider with at least one call response center, and at least one switching center serving at least one calling party, a method of regulating the flow of telephone calls, the method comprising:

assigning at least one calling area to each switching center;

providing call regulating functionality in communication with each call response center of each service provider, the call regulating functionality including a set of parameters assigned to each calling area served by the call response center, and a corresponding call regulating algorithm for the assigned calling areas;

detecting a call from a calling party to a call response center;

determining the assigned calling area of the calling party for the service provider;

determining based on the calling area of the calling party, the call response center for the calling party and the service provider, and the switching center serving the call response center;

determining the current number of communication lines available for use from the switching center serving the call response center;

determining the current values of the assigned parameters for the calling areas assigned to the call response center; and

determining, based on the current number of communication lines available for use from the switching center serving the call response center, the current values of the assigned parameters, and the call regulating algorithm, whether to proceed with the call to the call response center.

33. For use in a communication network, a system for regulating the flow of calls to a service provider, the system comprising:

at least one switching center serving at least one calling party;

at least one call response center, each call response center having at least one calling area assigned thereto; and

a call regulator provided in communication with each call response center, the call regulator including a set of parameters assigned to each calling area served by the call response center, and a corresponding call regulating algorithm for the assigned calling areas, whereby the call regulator is operative to detect a call from a calling party to a call response center, determine based on the calling area of the calling party the call response center, determine the current values of the assigned parameters for the calling areas assigned to the call response center, and determine based on the current values of the assigned parameters, and the call regulating algorithm, whether to proceed with the call to the call response center.

34. The system as in claim 33 wherein the call regulator is provided at or in communication with the switching center.

35. The system as in claim 33 wherein the call regulator is provided at or in communication with the call response center.

36. The system as in claim 33 wherein the call regulator is provided at or in communication with an adjunct processor.

37. The system as in claim 36 wherein the adjunct processor is implemented in an Intelligent Network (IN) or Advanced Intelligent Network (AIN).

38. The system as in claim 36 wherein the adjunct processor comprises a service control point (SCP).

39. The system as in claim 33 further comprising at least one queue for each calling area assigned to each call response center.

40. A system as in claim 33 wherein the call regulator includes a parameter corresponding to the total number of currently active calls for each calling area assigned to the call response center.

41. A system as in claim 33 wherein the call regulator includes a parameter corresponding to a threshold of currently active calls permitted for each calling area assigned to the call response center.

42. A system as in claim 41 wherein the parameter corresponding to a threshold of currently active calls permitted for each calling area assigned to the call response center may be programmed with different settings for time of day, day of week, and/or planned events.

43. A system as in claim 41 wherein the parameter corresponding to a threshold of currently active calls permitted for each calling area assigned to the call response center may be changed in real-time by a call response center attendant or administrator.

44. A system as in claim 33 wherein the call regulator is operative to count the total number of currently active calls for each calling area.

45. A system as in claim 44 wherein the call regulator is operative to increment the total number of currently active calls each time a call is routed from the calling area to the call response center.

46. A system as in claim 44 wherein the call regulator is operative to decrement the total number of currently active calls each time a call from the calling area to the call response center ends.

47. For use in a communications network having at least one service provider with at least one call response center, and at least one switching center serving at least one calling party, a method of regulating the flow of calls, the method comprising:

providing call regulating functionality in communication with each call response center of each service provider, the call regulating functionality including a set of parameters assigned to each calling area served by the call response center, and a corresponding call regulating algorithm for the assigned calling areas;

detecting a call from a calling party to a service provider;

determining the call response center for the calling party and the service provider;

determining the current values of the assigned parameters for the calling areas assigned to the call response center; and

,

determining based on the current values of the assigned parameters, and the call regulating algorithm, whether to proceed with the call to the call response center.