Apparatus and method for intelligent call routing and call return

• US 6,075,853 A
• Filed: 03/31/1997
• Issued: 06/13/2000
• Est. Priority Date: 03/31/1997
• Status: Expired due to Fees

• Current Assignee: AT&T Labs Incorporated (AT&T, Inc.)
• Original Assignee: SBC Technology Resources, Inc. (AT&T, Inc.)
• Inventors: Plunkett, William E., Boeckman, Michael W.
• Primary Examiner(s): Hunter, Daniel S.
• Application Number:
  US08/829,235
• Time in Patent Office: 1,170 Days
• Field of Search: 379/45, 379/201, 379/207, 379/209, 379/210, 379/220, 379/221, 379/229, 379/230
• US Class Current: 379/221.09
• CPC Class Codes: H04Q 3/0029 Provisions for intelligent networking

Abstract

According to the present invention, intelligent call routing and call return capabilities are provided in an Advanced Intelligent Network (AIN) or AIN-type network environment. The intelligent call routing features of the present invention may be utilized for routing service calls to an appropriate service or control center (e.g., a Poison Control Answering Point (PCAP)), in accordance with the location of the calling party and one or more routing options. For example, the Number Plan Area (NPA) and Central Office Code (NXX) of the calling party'"'"'s telephone number may be analyzed in order to determine where to route the call. In addition, other routing features may be provided to facilitate handling of the call. For instance, calls may be routed according to the time-of-day and/or day-of-week, and recorded announcements may be provided to indicate when a particular service call cannot be completed. The routing features of the present invention may also be combined with the intelligent call return capabilities, for returning the service call over the network to a location from which the call was transferred (e.g., to a 911 operator located at a Public Service Answering Point (PSAP))

Claims

1. An intelligent call routing method for routing a service call from a calling party to a service network comprising a plurality of interconnected service switching points and a plurality of service network locations, each of said service network locations being connected by a communication line to at least one of said plurality of service switching points, each of said service switching points being connected by a signaling communication system to a service control point, said signaling communication system providing communication of data messages between said service switching points and said service control point, said method comprising:

receiving, at one of said service switching points, a service call request to connect the calling party to one of said service network locations;

sending, in response to said request, a query message from said one of said service switching points to said service control point over said signaling communication system;

determining, at said service control point, a location of the calling party based on a calling number of said calling party;

identifying, based on the location of the calling party, one of said service network locations for receiving said service call request, and identifying routing information for routing said service call request to said receiving service network location;

sending, from said service control point, a response message over said signaling communication system to said querying service switching point, said response message including said routing information; and

completing, in response to receiving said response message, said service call request to said receiving service network location based on said routing information, wherein the location of said calling party is determined based on an Number Plan Area (EPA) and a Central Office Code (NXX) of the calling number of the calling party, and wherein said service control point comprises an NPA table comprising a plurality of entries indicating an NPA corresponding to each combination of an incoming trunk line number and an NPA code, said query message including the NXX of the calling number of the calling party, an incoming trunk line number and an NPA code associated with the calling number, wherein said location of the calling party is determined by searching said NPA table to determine the NPA of the calling number of the calling party based on the incoming trunk line number and the NPA code contained in said query message.

2. An intelligent call routing method according to claim 1, wherein the location of said calling party is determined based on an Number Plan Area (NPA) and a Central Office Code (NXX) of the calling number of said calling party.

3. An intelligent call routing method according to claim 2, wherein said service control point comprises a service network location number table including a plurality of NPA-NXX entries and a number identifying said service network locations that correspond to each of said NPA-NXX entries, said method further comprising comparing the NPA and NXX of the calling number of said calling party to each of said NPA-NXX entries in said service network location number table to determine a number identifying said receiving service network location that corresponds to the NPA and NXX of the calling number of said calling party.

4. An intelligent call routing method according to claim 3, wherein said service control point further comprises a route table comprising a plurality of entries containing a route index and an outpulse number for routing service call requests to each of said service network locations, wherein said routing information is identified by determining a route index and an outpulse number from said route table based on said number identifying said receiving service network location, said route index and said outpulse number being included as part of said routing information in said response message from said service control point.

5. The intelligent call routing method according to claim 1, wherein said service control point further comprises a routing options table comprising a plurality of entries containing numbers identifying alternate service network locations to route a service call request according to predetermined routing options, said method further comprising searching said routing options table to determine if said service call request should be routed to an alternate service network location based on said predetermined routing options.

6. An intelligent call routing method according to claim 5, wherein said predetermined routing options comprise routing options to route to an alternate service network location based on at least one of a time-of-day and a day-of-week.

7. An intelligent call routing method according to claim 5, wherein the location of said calling party is determined based on an Number Plan Area (NPA) and a Central Office Code (NXX) of the calling number of the calling party.

8. An intelligent call routing method according to claim 7, wherein said service control point comprises a service network location number table including a plurality of NPA-NXX entries and a number identifying said service network locations that correspond to each of said NPA-NXX entries, said method further comprising comparing the NPA and NXX of the calling number of the calling party to each of said NPA-NXX entries in said service network location number table to determine a number identifying said receiving service network location that corresponds to the NPA and NXX of the calling number of the calling party.

9. An intelligent call routing method according to claim 8, wherein said service control point further comprises a route table comprising a plurality of entries containing a route index and an outpulse number for routing service call requests to each of said service network locations, wherein said routing information is identified by determining a route index and an outpulse number from said route table based on said number identifying said receiving service network location, said route index and said outpulse number being included as part of said routing information in said response message from said service control point.

10. An intelligent call routing method according to claim 5, wherein said service network comprises a poison control service network and said service network locations comprise poison control answering points that are adapted to provide assistance and counseling to calling parties that have been poisoned.

11. An intelligent call routing method according to claim 10, wherein said poison control service network comprises a Primary Rate Interface (PRI) network for interconnecting said service switching points, and said service control point comprises an Integrated Service Control Point (ISCP).

12. An intelligent call routing method according to claim 5, further comprising initiating said service call request, from the location of the calling party, by dialing a predefined emergency assistance number.

13. An intelligent call routing method according to claim 12, further comprising receiving said service call request at a 911 tandem switch in response to said predefined emergency assistance number being dialed, and transferring said service call request from said 911 tandem switch to said one of said service switching points.

14. An intelligent call routing method according to claim 1, wherein said service network comprises a poison control service network and said service network locations comprise poison control answering points that are adapted to provide assistance and counseling to calling parties that have been poisoned.

15. An intelligent call routing method according to claim 14, wherein said poison control service network comprises a Primary Rate Interface (PRI) network for interconnecting said service switching points, and said service control point comprises an Integrated Service Control Point (ISCP).

16. An intelligent call routing method according to claim 1, further comprising initiating said service call request, from the location of said calling party, by dialing a predefined emergency assistance number.

17. An intelligent call routing method according to claim 16, further comprising receiving said service call request at a 911 tandem switch in response to said predefined emergency assistance number being dialed, and transferring said service call request from said 911 tandem switch to said one of said service switching points.

18. An intelligent call routing method according to claim 1, wherein the service control point further comprises a routing options table comprising a plurality of entries containing numbers identifying alternate service network locations to route a service call request according to predetermined routing options, and wherein said predetermined routing options comprise routing options to route the service call request to an alternate service network location based on at least one of a time-of-day and a day-of-week.

19. An intelligent call return routing method for returning a service call placed to a service network by a calling party to one of a plurality of service answering points, said service network comprising a plurality of interconnected service switching points and a plurality of service network locations, each of said service network locations being connected by a communication line to at least one of said plurality of service switching points, each of said service switching points being connected by a signaling communication system to a service control point, said signaling communication system providing communication of data messages between said service switching points and said service control point, said method comprising:

initiating, at one of said service network locations, a call return request to return said service call of said calling party to one of said service answering points;

receiving, at one of said service switching points, said call return request from said one of said service network locations;

sending, in response to said call return request, a query message from said one of said service switching points to said service control point over said signaling communication system;

determining, at said service control point, a location of said calling party based on a calling number of said calling party;

identifying, based on the location of said calling party, one of said service answering points for receiving said call return request, and identifying routing information for routing said call return request to said receiving service answering point;

sending, from said service control point, a response message to said querying service switching point, said response message including said routing information; and

completing, in response to receiving said response message, said call return request to said receiving service answering point based on said routing information.

20. An intelligent call return routing method according to claim 19, further comprising determining when said call return request can be routed locally to said receiving service answering point by said querying service switching point and when said call return request must be routed remotely to said receiving service answering point by said querying service switching point.

21. An intelligent call return routing method according to claim 20, further comprising identifying local routing information to be included as part of said routing information when it is determined that local routing can be performed, and identifying remote routing information to be included as part of said routing information when it is determined that remote routing must be performed.

22. An intelligent call return routing method according to claim 21, wherein said local routing information comprises a route index and a predefined emergency assistance number to be outpulsed, said method further comprising returning said service call to said receiving service answering point from said querying service switching point based on the route index and the emergency assistance number contained in said routing information.

23. An intelligent call return routing method according to claim 22, wherein said emergency assistance number comprises 911, and said route index identifies a communication line connecting said querying service switching point to a 911 tandem switch serving said receiving service answering point.

24. An intelligent call return routing method according to claim 21, wherein said remote routing information comprises a route index and a predefined virtual number to be outpulsed, said method further comprising:

routing said service call over said service network from said querying service switching point to a remote service switching point based on the route index and the virtual number contained in said routing information;

sending, in response to said service call being routed to said remote service switching point, another query message to said service control point over said signaling communication system;

identifying additional routing information for routing said call return request to said receiving service answering point from said remote service switching point;

sending, from said service control point, another response message to said remote service switching point, said response message including said additional routing information; and

routing, in response to receiving said another response message, said call return request to said receiving service answering point based on said additional routing information.

25. An intelligent call return routing method according to claim 19, wherein said location of said calling party is determined based on a Number Plan Area (NPA) and a Central Office Code (NXX) of the calling number of said calling party, said query message from said querying service switching point including the NPA and the NXX of the calling number of said calling party.

26. An intelligent call return routing method according to claim 19, wherein said service control point comprises a stand-alone table for each of said service switching points, each of said stand-alone tables including a plurality of NPA-NXX entries, each of said NPA-NXX entries including a corresponding number to be outpulsed for routing said call return request to said receiving service answering point.

27. An intelligent call return routing method according to claim 19, wherein said service network comprises a poison control service network and said service network locations comprise poison control answering points that are adapted to provide assistance and counseling to calling parties that have been poisoned.

28. An intelligent call return routing method according to claim 27, wherein said poison control service network comprises a Primary Rate Interface (PRI) network for interconnecting said service switching points, and said service control point comprises an Integrated Service Control Point (ISCP).

29. A method for routing a service call placed to a poison control service network by a calling party, said poison control service network comprising a plurality of interconnected service switching points and a plurality of service network locations, each of said service network locations being connected by a communication line to at least one of said plurality of service switching points, said service network locations comprise poison control answering points that are adapted to provide assistance and counseling to calling parties that have been poisoned, each of said service switching points being connected by a signaling communication system to a service control point, said signaling communication system providing communication of data messages between said service switching points and said service control point, said method comprising:

initiating said service call request, from a location of the calling party, by dialing a predefined emergency assistance number;

receiving said service call request at a 911 tandem switch in response to said predefined emergency assistance number being dialed, and transferring said service call request from said 911 tandem switch to one of said service switching points over a communication line;

receiving, at said one of said service switching points, said service call request to connect the calling party to one of said service network locations;

sending, in response to said request, a query message from said one of said service switching points to said service control point over said signaling communication system;

determining, at said service control point, the location of the calling party based on a calling number of the calling party;

identifying, based on the location of said calling party, one of the service network locations for receiving said service call request, and identifying routing information for routing said service call request to said receiving service network location;

sending, from said service control point, a response message over said signaling communication system to said querying service switching point, said response message including said routing information;

completing, in response to receiving said response message, said service call request to said receiving service network location based on said routing information;

initiating, at said receiving service network locations, a call return request to return said service call of the calling party to one of a plurality of service answering points;

receiving, at one of said service switching points, said call return request from said receiving service network location;

sending, in response to said call return request, a query message from said one of said service switching points to said service control point over said signaling communication system;

determining, at said service control point, the location of the calling party based on the calling number of the calling party;

identifying, based on the location of the calling party, one of said service answering points for receiving said call return request, and identifying routing information for routing said call return request to said receiving service answering point;

sending, from said service control point, a response message to said querying service switching point, said response message including said routing information; and

completing, in response to receiving said response message, said call return request to said receiving service answering point based on said routing information.

30. An intelligent call routing system for routing a service call from a calling party to a service network comprising a plurality of interconnected service switching points and a plurality of service network locations, each of said service network locations being connected by a communication line to at least one of said plurality of service switching points, each of said service switching points being connected by a signaling communication system to a service control point, said signaling communication system providing communication of data messages between said service switching points and said service control point, said system comprising:

a receiving system that is adapted to receive, at one of said service switching points, a service call request to connect the calling party to one of said service network locations;

a sending system that is adapted to send, in response to said request, a query message from said one of said service switching points to said service control point over said signaling communication system;

a determining system that is adapted to determine, at said service control point, a location of the calling party based on a calling number of the calling party;

an identifying system that is adapted to identify, based on the location of the calling party, one of said service network locations for receiving said service call request, and to identify routing information for routing said service call request to said receiving service network location;

a sending system that is adapted to send, from said service control point, a response message over said signaling communication system to said querying service switching point, said response message including said routing information; and

a completing system that is adapted to complete, in response to receiving said response message, said service call request to said receiving service network location based on said routing information, wherein said determining system comprises means for determining the location of the calling party based on an Number Plan Area (NPA) and a Central Office Code (NXX) of the calling number of the calling party and wherein said service control point comprises an NPA table comprising a plurality of entries indicating an NPA corresponding to each combination of an incoming trunk line number and an NPA code, said query message including the NXX of the calling number of the calling party, an incoming trunk line number and an NPA code associated with the calling number, said determining system comprising means for searching said NPA table to determine the NPA of the calling number based on the incoming trunk line number and the NPA code contained in said query message.

31. An intelligent call routing system according to claim 30, wherein said determining system comprises means for determining the location of said calling party based on an Number Plan Area (NPA) and a Central Office Code (NXX) of the calling number of said calling party.

32. An intelligent call routing system according to claim 31, wherein said service control point comprises a service network location number table including a plurality of NPA-NXX entries and a number identifying said service network locations that correspond to each of said NPA-NXX entries, said intelligent call routing system further comprising a system for comparing the NPA and NXX of the calling number of said calling party to each of said NPA-NXX entries in said service network location number table to determine a number identifying said receiving service network location that corresponds to the NPA and NXX of the calling number of said calling party.

33. An intelligent call routing system according to claim 32, wherein said service control point further comprises a route table comprising a plurality of entries containing a route index and an outpulse number for routing service call requests to each of said service network locations, said system for identifying routing information comprising means for determining a route index and an outpulse number from said route table based on said number identifying said receiving service network location, said route index and said outpulse number being included as part of said routing information in said response message from said service control point.

34. An intelligent call routing system according to claim 30, wherein said service control point further comprises a routing options table comprising a plurality of entries containing numbers identifying alternate service network locations to route a service call request according to predetermined routing options, and wherein said predetermined routing options comprise routing options to route the service call request to an alternate service network location based on at least one of a time-of-day and a day-of-week.

35. An intelligent call routing system according to claim 30, wherein said service network comprises a poison control service network and said service network locations comprise poison control answering points that are adapted to provide assistance and counseling to calling parties that have been poisoned.

36. An intelligent call routing system according to claim 35, wherein said poison control service network comprises a Primary Rate Interface (PRI) network for interconnecting said service switching points, and said service control point comprises an Integrated Service Control Point (ISCP).

37. An intelligent call routing system according to claim 30, further comprising a system that is adapted to initiate said service call request, from the location of said calling party, by dialing a predefined emergency assistance number.

38. An intelligent call routing system according to claim 37, further comprising a receiving system that is adapted to receive said service call request at a 911 tandem switch in response to said predefined emergency assistance number being dialed, and a transferring system that transfers said service call request from said 911 tandem switch to said one of said service switching points.

39. The intelligent call routing system according to claim 30, wherein said service control point further comprises a routing options table comprising a plurality of entries containing numbers identifying alternate service network locations to route a service call request according to predetermined routing options, said intelligent call routing system further comprising a system that is adapted to search said routing options table to determine if said service call request should be routed to an alternate service network location based on said predetermined routing options.

40. An intelligent call routing system according to claim 39, wherein said predetermined routing options comprise routing options to route to an alternate service network location based on at least one of a time-of-day and a day-of-week.

41. An intelligent call routing system according to claim 39, wherein said determining system comprises means for determining the location of the calling party based on an Number Plan Area (NPA) and a Central Office Code (NXX) of the calling number of said calling party.

42. An intelligent call routing system according to claim 41, wherein said service control point comprises a service network location number table including a plurality of NPA-NXX entries and a number identifying said service network locations that correspond to each of said NPA-NXX entries, said intelligent call routing system further comprising a system for comparing the NPA and NXX of the calling number of the calling party to each of said NPA-NXX entries in said service network location number table to determine a number identifying said receiving service network location that corresponds to the NPA and NXX of the calling number of the calling party.

43. An intelligent call routing system according to claim 42, wherein said service control point further comprises a route table comprising a plurality of entries containing a route index and an outpulse number for routing service call requests to each of said service network locations, said system for identifying routing information comprising means for determining a route index and an outpulse number from said route table based on said number identifying said receiving service network location, said route index and said outpulse number being included as part of said routing information in said response message from said service control point.

44. An intelligent call routing system according to claim 39, wherein said service network comprises a poison control service network and said service network locations comprise poison control answering points that are adapted to provide assistance and counseling to calling parties that have been poisoned.

45. An intelligent call routing system according to claim 44, wherein said poison control service network comprises a Primary Rate Interface (PRI) network for interconnecting said service switching points, and said service control point comprises an Integrated Service Control Point (ISCP).

46. An intelligent call routing system according to claim 39, further comprising a system that is adapted to initiate said service call request, from the location of the calling party, by dialing a predefined emergency assistance number.

47. An intelligent call routing system according to claim 46, further comprising a receiving system that is adapted to receive said service call request at a 911 tandem switch in response to said predefined emergency assistance number being dialed, and a transferring system that transfers said service call request from said 911 tandem switch to said one of said service switching points.

48. An intelligent call return routing system for returning a service call placed to a service network by a calling party to one of a plurality of service answering points, said service network comprising a plurality of interconnected service switching points and a plurality of service network locations, each of said service network locations being connected by a communication line to at least one of said plurality of service switching points, each of said service switching points being connected by a signaling communication system to a service control point, said signaling communication system providing communication of data messages between said service switching points and said service control point, said system comprising:

an initiating system that is adapted to initiate, at one of said service network locations, a call return request to return said service call of said calling party to one of said service answering points;

a receiving system that is adapted to receive, at one of said service switching points, said call return request from said one of said service network locations;

a sending system that is adapted to send, in response to said call return request, a query message from said one of said service switching points to said service control point over said signaling communication system;

a determining system that is adapted to determine, at said service control point, a location of said calling party based on a calling number of said calling party;

an identifying system that is adapted to identify, based on the location of said calling party, one of said service answering points for receiving said call return request, and to identify routing information for routing said call return request to said receiving service answering point;

a sending system that is adapted to send, from said service control point, a response message to said querying service switching point, said response message including said routing information; and

a completing system that is adapted to complete, in response to receiving said response message, said call return request to said receiving service answering point based on said routing information.

49. On intelligent call return routing system according to claim 48, further comprising a system that is adapted to determine when said call return request can be routed locally to said receiving service answering point by said querying service switching point and when said call return request must be routed remotely to said receiving service answering point by said querying service switching point.

50. An intelligent call return routing system according to claim 49, further comprising a system that is adapted to identify local routing information to be included as part of said routing information when it is determined that local routing can be performed, and identify remote routing information to be included as part of said routing information when it is determined that remote routing must be performed.

51. An intelligent call return routing system according to claim 50, wherein said local routing information comprises a route index and a predefined emergency assistance number to be outpulsed, said intelligent call return routing system further comprising a system that is adapted to return said service call to said receiving service answering point from said querying service switching point based on the route index and the emergency assistance number contained in said routing information.

52. An intelligent call return routing system according to claim 51, wherein said emergency assistance number comprises 911, and said route index identifies a communication line connecting said querying service switching point to a 911 tandem switch serving said receiving service answering point.

53. An intelligent call return routing system according to claim 50, wherein said remote routing information comprises a route index and a predefined virtual number to be outpulsed, said system further comprising:

a routing system that is adapted to route said service call over said service network from said querying service switching point to a remote service switching point based on the route index and the virtual number contained in said routing information;

a sending system that is adapted to send, in response to said service call being routed to said remote service switching point, another query message to said service control point over said signaling communication system;

an identifying system that is adapted to identify additional routing information for routing said call return request to said receiving service answering point from said remote service switching point;

a sending system that is adapted to send, from said service control point, another response message to said remote service switching point, said response message including said additional routing information; and

a routing system that is adapted to route, in response to receiving said another response message, said call return request to said receiving service answering point based on said additional routing information.

54. An intelligent call return routing system according to claim 48, wherein said determining system comprises means for determining the location of said calling party based on an Number Plan Area (NPA) and a Central Office Code (NXX) of the calling number of said calling party, said query message from said querying service switching point including the NPA and the NXX of the calling number of said calling party.

55. An intelligent call return routing system according to claim 48, wherein said service control point comprises a stand-alone table for each of said service switching points, each of said stand-alone tables including a plurality of NPA-NXX entries, each of said NPA-NXX entries including a corresponding number to be outpulsed for routing said call return request to said receiving service answering point.

56. An intelligent call return routing system according to claim 48, wherein said service network comprises a poison control service network and said service network locations comprise poison control answering points that are adapted to provide assistance and counseling to calling parties that have been poisoned.

57. An intelligent call return routing system according to claim 56, wherein said poison control service network comprises a Primary Rate Interface (PRI) network for interconnecting said service switching points, and said service control point comprises an Integrated Service Control Point (ISCP).

58. A system for routing a service call placed to a poison control service network by a calling party, said poison control service network comprising a plurality of interconnected service switching points and a plurality of service network locations, each of said service network locations being connected by a communication line to at least one of said plurality of service switching points, said service network locations comprise poison control answering points that are adapted to provide assistance and counseling to calling parties that have been poisoned, each of said service switching points being connected by a signaling communication system to a service control point, said signaling communication system providing communication of data messages between said service switching points and said service control point, said system comprising:

an initiating system that is adapted to initiate said service call request, from a location of the calling party, by dialing a predefined emergency assistance number;

a receiving system that is adapted to receive said service call request at a 911 tandem switch in response to said predefined emergency assistance number being dialed, and transferring said service call request from said 911 tandem switch to one of said service switching points over a communication line;

a receiving system that is adapted to receive, at said one of said service switching points, said service call request to connect the calling party to one of said service network locations;

a sending system that is adapted to send, in response to said request, a query message from said one of said service switching points to said service control point over said signaling communication system;

a determining system that is adapted to determine, at said service control point, the location of the calling party based on a calling number of the calling party;

an identifying system that is adapted to identify, based on the location of the calling party, one of said service network locations for receiving said service call request, and identify routing information for routing said service call request to said receiving service network location;

a sending system that is adapted to send, from said service control point, a response message over said signaling communication system to said querying service switching point, said response message including said routing information; and

a completing system that is adapted to complete, in response to receiving said response message, said service call request to said receiving service network location based on said routing information, wherein said service control point comprises Number Plan Area (NPA) table comprising a plurality of entries indicating an NPA corresponding to each combination of an incoming trunk line number and an NPA code, said query message including a Central Office Code (NXX) of the calling number of the calling party, an incoming trunk line number and an NPA code associated with the calling number, wherein the location of the calling party is determined based on the NPA and the NXX of the calling number of the calling party, said determining system comprising means for searching said NPA table to determine the NPA of the calling number based on the incoming trunk line number and the NPA code contained in said query message.

59. A system for routing a service call according to claim 58, wherein said response message comprises the NPA of the calling number of said calling party, said completing system comprising a transmitting system adapted to transmit the NPA and the NXX of the calling number of said calling party to said receiving service network location.

60. A system for routing a service call placed to a poison control service network by a calling party, said poison control service network comprising a plurality of interconnected service switching points and a plurality of service network locations, each of said service network locations being connected by a communication line to at least one of said plurality of service switching points, said service network locations comprise poison control answering points that are adapted to provide assistance and counseling to calling parties that have been poisoned, each of said service switching points being connected by a signaling communication system to a service control point, said signaling communication system providing communication of data messages between said service switching points and said service control point, said system comprising:

an initiating system that is adapted to initiate said service call request, from a location of the calling party, by dialing a predefined emergency assistance number;

a receiving system that is adapted to receive said service call request at a 911 tandem switch in response to said predefined emergency assistance number being dialed, and transferring said service call request from said 911 tandem switch to one of said service switching points over a communication line;

a receiving system that is adapted to receive, at said one of the service switching points, said service call request to connect said calling party to one of said service network locations;

a sending system that is adapted to send, in response to said request, a query message from said one of said service switching points to said service control point over said signaling communication system;

a determining system that is adapted to determine, at said service control point, the location of the calling party based on a calling number of the calling party;

an identifying system that is adapted to identify based on the location of the calling party, one of said service network locations for receiving said service call request, and identify routing information for routing said service call request to said receiving service network location;

a sending system that is adapted to send, from said service control point, a response message over said signaling communication system to said querying service switching point, said response message including said routing information;

a completing system that is adapted to complete, in response to receiving said response message, said service call request to said receiving service network location based on said routing information;

an initiating system that is adapted to initiate, at said receiving service network locations, a call return request to return said service call of the calling party to one of a plurality of service answering points;

a receiving system that is adapted to receive, at one of said service switching points, said call return request from said receiving service network location;

a sending system that is adapted to send, in response to said call return request, a query message from said one of said service switching points to said service control point over said signaling communication system;

a determining system that is adapted to determine, at said service control point, the location of the calling party based on the calling number of the calling party;

an identifying system that is adapted to identify, based on the location of the calling party, one of said service answering points for receiving said call return request, and identifying routing information for routing said call return request to said receiving service answering point;

a sending system that is adapted to send, from said service control point, a response message to said querying service switching point, said response message including said routing information; and

a completing system that is adapted to complete, in response to receiving said response message, said call return request to said receiving service answering point based on said routing information.