Point-of-presence call center management system

• US 6,011,844 A
• Filed: 02/12/1999
• Issued: 01/04/2000
• Est. Priority Date: 06/19/1998
• Status: Expired due to Term

• Current Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Original Assignee: Callnet Communications
• Inventors: Uppaluru, Prem, Sundaram, Mukesh
• Primary Examiner(s): Wolinsky, Scott
• Assistant Examiner(s): Huynh, David
• Application Number:
  US09/249,395
• Time in Patent Office: 326 Days
• Field of Search: 379/265, 379/266, 379/219, 379/220, 379/221, 379/211, 379/309, 379/201, 379/230, 379/222
• US Class Current: 379/220.01
• CPC Class Codes: H04M 2207/35 virtual private networks
• CPC Class Codes: H04M 3/42306 Number translation services, e.g. premium-rate, freephone or vanity number services
• 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 3/5191 interacting with the Internet
• CPC Class Codes: H04M 3/5237 Interconnection arrangements between ACD systems
• CPC Class Codes: H04M 7/0033 Notification or handling of incoming calls by a computer
• CPC Class Codes: H04M 7/121 Details of network access arrangements or protocols
• CPC Class Codes: H04M 7/1245 where a network other than PSTN/ISDN interconnects two PSTN/ISDN networks
• CPC Class Codes: H04M 7/125 Details of gateway equipment

Abstract

A point-of-presence (POP) call center system capable of answering, servicing, queuing and routing of calls at local points of presence to reduce communications costs and enhance operational efficiency for toll-free inbound call centers. The POP call center system includes a set of point-of-presence call center gateways distributed at points of presence close to the point of call origination that are connected by a virtual private network to premises call center gateways at business locations where the call centers reside.

Claims

1. A method of handling a toll free call that is directed to a remote call center, the method comprising:

redirecting the toll free call from the remote call center to a local call center;

automatically answering the redirected toll free call in the local call center to determine whether connection to the remote call center is necessary; and

bridging the redirected toll free call with a telephone connection in the remote call center via a long distance network adaptable to be coupled between the local call center and the remote call center if connection to the remote call center is necessary.

2. The method of claim 1 further comprising signaling the remote call center via a data network between the local call center and the remote call center to request the telephone connection to be established in the remote call center if connection to the remote call center is necessary.

3. The method of claim 1 wherein redirecting the toll free call from the remote call center to the local call center comprises translating a toll free number associated with the inbound toll free call to a translated number that terminates at the local call center.

4. The method of claim 1 wherein bridging the redirected toll free call with the telephone connection in the remote call center comprises:

determining when the telephone connection in the remote call center is imminent; and

forwarding the redirected toll free call to the remote call center via the long distance network to be bridged with the telephone connection in the remote call center in response to determining that the telephone connection in the remote call center is imminent.

5. The method of claim 4 wherein determining when the telephone connection in the remote call center is imminent comprises the local call center receiving a signal from the remote call center via a data network coupled between the local call center and the remote call center, the signal indicating that the telephone connection in the remote call center is imminent.

6. The method of claim 4 further comprising storing an entry in a queue in the remote call center to indicate the request for the telephone connection to be established in the remote call center, and wherein determining when the telephone connection in the remote call center is imminent comprises determining when the entry in the queue in the remote call center has advanced to the head of the queue.

7. The method of claim 1 wherein automatically answering the redirected toll free call in the local call center to determine whether connection to the remote call center is necessary comprises:

automatically answering the call using an automated call answering system; and

executing an interactive application in the automated call answering system to interact with a caller.

8. The method of claim 7 further comprising downloading at least a portion of the interactive application from the remote call center to the local call center via a data network coupled between the local call center and the remote call center.

9. The method of claim 1 wherein bridging the redirected toll free call with the telephone connection in the remote call center via a long distance network comprises bridging the redirected toll free call with the telephone connection in the remote call center via a voice communication channel established over a data network coupled between the local call center and the remote call center.

10. A distributed toll free call servicing system comprising:

a remote call center for servicing toll free calls;

a local call center to automatically answer toll free calls that have been redirected from the remote call center to the local call center, the local call center being configured to determine, for each redirected toll free call, whether connection to the remote call center is necessary and, if connection to the remote call center is necessary, to bridge the redirected toll free call with a telephone connection in the remote call center via a long distance network coupled between the local call center and the remote call center.

11. The system of claim 10 further comprising a data network coupled between the local call center and the remote call center, the local call center being further configured to signal the remote call center via the data network to request the telephone connection to be established in the remote call center if connection to the remote call center is necessary.

12. The system of claim 11 wherein the data network is a virtual private network that provides industry standard connection and transport protocols.

13. The system of claim 11 wherein the data network between the local call center and the remote call center forms the long distance network used to bridge the redirected toll free call with the telephone connection in the remote call center.

14. The system of claim 11 further comprising a database of network addresses coupled to the local call center via the data network, the local call center being configured to access the database of network addresses to determine a network address of the remote call center in response to answering a toll free call that has been redirected from the remote call center to the local call center.

15. The system of claim 14 wherein the local call center indexes the database of network addresses based on a phone number generated by translating a toll free number assigned to the remote call center.

16. The system of claim 15 wherein the phone number generated by translating the toll free number assigned to the remote call center is a phone number assigned to the local call center.

17. The system of claim 10 wherein the local call center includes an automated call answering system that executes an interactive application to interact with respective callers of the redirected toll free calls.

18. The system of claim 17 further comprising a data network coupled between the local call center and the remote call center, the local call center being further configured to download at least a portion of the interactive application from the remote call center via the data network.

19. A distributed toll free call servicing system comprising:

a remote call center for servicing toll free calls;

a plurality of local call centers that are distributed within respective service regions to automatically answer toll free calls that originate within the service regions, each of the toll free calls being redirected from the remote call center to one of the plurality of local call centers selected according to the service region from which the toll free call originated, the selected one of the plurality of local call centers being configured to determine, for each redirected toll free call received, whether connection to the remote call center is necessary and, if connection to the remote call center is necessary, to bridge the redirected toll free call with a telephone connection in the remote call center via a long distance network between the local call center and the remote call center.

20. The system of claim 19 further comprising a data network interconnecting each of the plurality of local call centers with the remote call center, the selected one of the plurality of local call centers being further configured to signal the remote call center via the data network to request the telephone connection to be established in the remote call center if connection to the remote call center is necessary.

21. The system of claim 20 wherein the data network is a virtual private network that provides industry standard connection and transport protocols.

22. The system of claim 20 wherein the data network interconnecting the plurality of local call centers with the remote call center forms the long distance network used to bridge the redirected toll free call with the telephone connection in the remote call center.

23. The system of claim 19 wherein each of the plurality of local call centers includes an automated call answering system that executes an interactive application to interact with respective callers of the redirected toll free calls.

24. The system of claim 23 further comprising a data network interconnecting each of the plurality of local call centers with the remote call center, at least one of the plurality of local call centers being configured to download at least a portion of the interactive application from the remote call center via the data network.

25. The system of claim 19 wherein the service regions correspond to geographic regions.

26. The system of claim 19 wherein the service regions are local telephone network service regions.

27. A telephone call handling system comprising:

a telephony switch to receive toll free calls that have been redirected to the call handling system by a local switched telephone network;

a computer telephony server coupled to the telephony switch to detect when a redirected toll free call is received in the telephony switch and to automatically answer the redirected toll free call to determine whether connection to a remote call center is necessary, the computer telephony server being configured to bridge the redirected toll free call with a telephone connection in the remote call center via a long distance network adaptable to be coupled between the local call center and the remote call center if connection to the remote call center is necessary.

28. The call handling system of claim 27 wherein the long distance network is a data network.

29. The call handling system of claim 27 wherein the computer telephony server is configured to issue a request to the remote call center to initiate a proxy call in the remote call center, the proxy call being a request for connection to a human operator that is managed within the remote call center without a long distance voice connection being established between the remote call center and the call handling system.

30. The call handling system of claim 29 wherein the computer telephony server is further configured to receive communications via a data network indicating progress of the proxy call in the remote call center and wherein the computer telephony server is further configured to bridge the redirected toll free call with a telephone connection in the remote call center by bridging the redirected toll free call with the proxy call in response to detecting that the proxy call is about to be answered by a human operator.