Intelligent services network adjunct processor

• US 6,088,443 A
• Filed: 04/21/1999
• Issued: 07/11/2000
• Est. Priority Date: 12/02/1996
• Status: Expired due to Term

• Current Assignee: Verizon Patent and Licensing Incorporated (Verizon Communications Inc.)
• Original Assignee: MCI WorldCom, Inc. (Verizon Communications Inc.)
• Inventors: Lutwitze, Patrick, Tofanelli, Christopher P., Galgano, Robert F. Jr., Mobberley, Tivis C., Highland, Glenn E., Miller, Sarah A., Mullins, Samuel, Darland, Timothy
• Primary Examiner(s): SMITH, CREIGHTON H
• Application Number:
  US09/295,543
• Time in Patent Office: 447 Days
• Field of Search: 379/265, 379/266, 379/221, 379/309, 379/308, 379/201, 379/207
• US Class Current: 379/265.13
• CPC Class Codes: H04M 3/5233 Operator skill based call distribution

Abstract

A system for routing telephone calls to operator consoles based on the type of call so that an appropriate operator can handle the call. The system comprises an Automated Call Distributor (ACD), adjunct processor nodes, and a call routing distribution system. The ACD receives calls, offers the calls to an adjunct processor node, receives instructions on routing the calls from the adjunct processor node, and routes the calls based on the received instructions. The ACD has links through which the calls are offered and the instructions on call routing are received. Each adjunct processor node is connected to the ACD through the links. The adjunct processor node receives call routing specifications from the call routing distribution system, receives the offered calls, determines to which operator console (or group of operator consoles) the offered call should be routed based on the call routing specifications, and provides an indication of the determined operator console to the ACD through a link as routing instructions. Each link of the ACD is connected to two adjunct processor nodes so that if one adjunct processor node fails, the ACD can receive instructions from the other adjunct processor to which a link is connected. The call routing distribution system inputs call routing specifications and distributes the call routing specifications to the adjunct processor nodes so that each adjunct processor node has the same call routing specification.

Claims

1. A method in a call processing system for selecting a group of operator consoles to route a received call, each received call having parameters describing the type of call, the method comprising:

providing various tables with routing specifications based on the type of the call, the tables including a carrier table, an area code table, and a called number table, each table identifying groups;

when the call is from a carrier not in the carrier table, selecting a default group based on the type of the call;

when the call is from a carrier other than a designated carrier, selecting a group from the carrier table for that group based on the type of the call;

when the area code of the called number is in the area code table, selecting a group from the area code table based on the type of the call; and

when the called number is in the called number table, selecting a group from the called number table based on the type of the call.

2. The method of claim 1 wherein the type of the call is selectively set to operator without number, operator with number, international operator with number, or direct distance dial.

3. The method of claim 1 wherein the providing of the various tables includes storing the tables in main memory of the call processing system for fast access when a call is received.

4. The method of claim 1 including providing an international table and including when the call is an international call, selecting a group from the international table.

5. The method of claim 1 including providing a calling number table and including when the calling number of the call is in the calling number table, selecting a group from the calling number table.

6. The method of claim 5 including providing an associated calling number table and when the calling number table identifies an associate for a calling number, selecting a group from the associated calling number table.