Metadata-based network routing

• US 6,134,315 A
• Filed: 09/30/1997
• Issued: 10/17/2000
• Est. Priority Date: 09/30/1997
• Status: Expired due to Term

• Current Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Original Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Inventors: Galvin, Brian
• Primary Examiner(s): Zele, Krista
• Assistant Examiner(s): TIEU, BENNY QUOC
• Application Number:
  US08/940,353
• Time in Patent Office: 1,113 Days
• Field of Search: 379/265, 379/266, 379/309, 379/210, 379/211, 379/900, 379/219, 379/220, 379/221, 379/229, 379/230, 379/201, 379/207
• US Class Current: 379/219
• CPC Class Codes: H04M 2242/22 Automatic class or number identification arrangements
• CPC Class Codes: H04M 3/42059 Making use of the calling party identifier
• CPC Class Codes: H04M 3/42068 where the identifier is used to access a profile
• CPC Class Codes: H04M 3/42102 Making use of the called party identifier
• CPC Class Codes: H04M 3/42153 by subscriber
• CPC Class Codes: H04M 3/4228 in networks
• CPC Class Codes: H04M 3/42323 PBX's with CTI arrangements
• CPC Class Codes: H04M 3/51 Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing
• 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 7/006 Networks other than PSTN/ISDN providing telephone service, e.g. Voice over Internet Protocol (VoIP) , including next generation networks with a packet-switched transport layer H04L65/00 takes precedence; aspects not specific to the type of network H04M3/00; special services in those networks H04M3/42
• CPC Class Codes: H04Q 2213/13034 A/D conversion, code compression/expansion
• CPC Class Codes: H04Q 2213/13072 Sequence circuits for call signaling, ACD systems
• CPC Class Codes: H04Q 2213/13093 Personal computer, PC
• CPC Class Codes: H04Q 2213/13103 Memory
• CPC Class Codes: H04Q 2213/13106 Microprocessor, CPU
• CPC Class Codes: H04Q 2213/13109 Initializing, personal profile
• CPC Class Codes: H04Q 2213/1322 PBX
• CPC Class Codes: H04Q 2213/13345 Intelligent networks, SCP
• CPC Class Codes: H04Q 2213/13349 Network management
• CPC Class Codes: H04Q 2213/13389 : LAN, internet
• CPC Class Codes: H04Q 3/0029 : Provisions for intelligent networking
• CPC Class Codes: H04Q 3/66 : Traffic distributors
• CPC Class Codes: H04Q 3/72 : Finding out and indicating number of calling subscriber

Abstract

A customer-maintained routing system for providing routing to a network provider for incoming calls from clients to the customer comprises a processor having a data link adapted for connection to a customer access point provided by the network provider, a router adapted to execute on the processor and to provide routing to the network via the customer access point, and a metadata-based information system maintained in RAM accessible to the processor and containing condensed client characteristics. Upon receiving a request from the network including a call identifier, the router accesses the database using the identifier as a key, retrieves client characteristics from the information system, and provides a destination for the call to the network based on the retrieved client characteristics. In some embodiments the processor is linked to plural customer sites by a wide area data network. Some of the linked sites may be customer premises call centers where calls are directed, and at least one may be a central customer database facility wherein client and/or characteristics are maintained and updated, and periodic updates are provided to distributed databases at customer access points and customer call centers.

Claims

1. A method for routing telephone calls in a telephony network maintained by a network service provider, comprising steps of:

(a) accepting a call from a caller at a network routing point;

(b) providing access to the network routing point to a customer of the network service provider for routing the call;

(c) cross-referencing an identifier associated with the call to a database entity in a coded and condensed (metadata-based) information system maintained by the customer;

(d) providing a routing destination to tie network for routing the call to a selected one of plural customer facilities based on the metadata-based information retrieved and

(e) employing a second metadata-based information system at the selected facility to further route the call.

2. The method of claim 1 wherein in step (c) the metadata information system is maintained in random access memory (RAM).

3. The method of claim 1 wherein the, in step (c) the metadata-based information system is updated periodically from a central database maintained by the customer.

4. A customer-maintained routing system for providing routing to a network for incoming calls from clients to customer call-centers, comprising:

a processor having a data link adapted for connection to a customer access point provided by the network;

a router adapted to execute on the processor and to provide routing to the network via the customer access point;

a first coded and condensed (metadata-based) information system maintained in RAM accessible to the processor and containing condensed client characteristics; and

a second metadata-based information system maintained in RAM residing in at least one of the customer call centers to which incoming calls may be routed;

wherein, upon receiving a request from the network including a call identifier, the router accesses the first information system using the identifier as a key, retrieves client characteristics from the metadata-based information system, and provides a call-center destination for the call to the network based on the retrieved client characteristics, and wherein the call is further routed at the call-center using the second metadata-based information system.

5. The system of claim 4 wherein the processor is linked by a wide area data network to plural customer sites, at least one of which comprises a central database, and at least one of which is a computer-telephony integration (CTI) processor connected to a telephony switch at a customer call center to which incoming calls to the customer may be routed.

6. The system of claim 5 wherein RAM-maintained local metadata-based information systems are periodically updated from a central customer metadata system via the wide area data network.

7. The system of claim 4 wherein the network is the Internet, and the incoming calls are Internet Protocol Telephony (IPT) calls.

8. A telephony network comprising:

a service control point (SCP) adapted to provide a customer access point for routing calls by a customer of the network;

at least one trunk for delivering calls from the SCP to a customer facility;

a customer-maintained routing system including a processor having a data link adapted for connection to the customer access point provided by a network provider, a router adapted to execute on the processor and to provide routing to the network via the customer access point, and a first coded and condensed (metadata-based) information system maintained in RAM accessible to the processor and containing condensed client characteristics; and

a second metadata-based information system maintained in RAM residing in the customer facility to which incoming calls may be routed;

wherein, upon receiving a request from the network including a call identifier, the router accesses the database using the identifier as a key, retrieves client characteristics from the information system, provides a destination for the call to the network based on the retrieved client characteristics and the call is further routed at the customer facility using the second metadata-based information system.

9. The telephony network of claim 8 wherein the processor is linked by a wide area data network to plural customer sites, at least one of which comprises a central database, and at least one of which is a computer-telephony integration (CTI) processor connected to a telephony switch at a customer call center to which incoming calls to the customer may be routed via one of the trunks for delivering calls.

10. The system of claim 9 wherein RAM-maintained local metadata-based information systems are periodically updated from a central customer metadata system via the wide area data network.

11. A telephony network characterized by a data access point for a client of the network and a router maintained by the client and coupled to the data access point, wherein the client-maintained router is coupled to a client metadata-structured database maintained in random access memory and having characteristics of callers stored as coded, highly-compressed metadata, wherein the network provides call identification to the router and requests routing from the customer-maintained router, the customer-maintained router provides routing by accessing the metadata-structured database with the call identification as a key, and wherein a second metadata-structured database at a first destination for the call is used to further route the call.

12. The network of claim 11 wherein the network is the Internet and the calls are Internet Protocol Telephony (IPT) calls.