Call overflow system and method for overflowing telephone calls between telephonic switches

• US 6,246,759 B1
• Filed: 09/26/1996
• Issued: 06/12/2001
• Est. Priority Date: 09/26/1996
• Status: Expired due to Term

• Current Assignee: Firstpoint Contact Technologies, LLC (Alvaria Incorporated)
• Original Assignee: Rockwell International Corporation
• Inventors: Gisby, Doug, Li, Chan-En, Greene, Daniel L.
• Primary Examiner(s): Tsang, Fan
• Assistant Examiner(s): Hoosain, Allan
• Application Number:
  US08/721,791
• Time in Patent Office: 1,720 Days
• Field of Search: 379/67, 379/88, 379/89, 379/67.1, 379/265, 379/88.01, 379/210, 379/267, 379/212, 379/211, 379/260, 379/261, 379/262, 379/263, 379/264, 379/266, 379/273, 379/309, 379/308
• US Class Current: 379/265.02
• 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 3/5237 Interconnection arrangements between ACD systems

Abstract

A call overflow system 10 and method for overflowing telephone calls from an originating telephonic switch 12A and a destination telephonic switch 12B is provided. An information element data packet 34 containing information relating to the telephone calls is transmitted between the originating telephonic switch 12A and the destination telephonic switch 12B. The data packet 34 comprises information provided by a caller in byte (20b) 80, designated switch status data. The information is thereafter utilized by the destination telephonic switch 12B to route the telephone calls to internal telephonic units 20B for service.

Claims

1. A call overflow system for overflowing a telephone call form an originating telephone switch to a destination telephonic switch, the telephone call being made by a caller, the system comprising:

collecting means associated with the originating telephonic switch for collecting information from the caller through a voice channel of the telephone call;

means for compiling the information collected on the voice channel from the caller into a data packet;

sending means for sending the data packet directly from the originating telephonic switch to the destination telephonic switch wherein said information includes a caller ID blocking message if said message exists; and

transferring means for transferring the telephone call from the originating telephonic switch to the destination telephonic switch based on the information.

2. The call overflow system as recited in claim 1 comprising:

compiling means associated with the originating telephonic switch for compiling data relating to the telephone call, the data including the information supplied by the caller; and

wherein the sending means sends the data to the destination telephonic switch, and

wherein the transferring means transfers the telephone call based on the data.

3. The call overflow system as recited in claim 2 wherein the compiling means comprises means for compiling data relating to a number of times the telephone call was transferred.

4. The call overflow system as recited in claim 2 wherein the compiling means comprises means for compiling data relating to identification of a dialed number identification service associated with the telephone call.

5. The call overflow system as recited in claim 2 wherein the compiling means comprises means for compiling data relating to identification of the originating telephonic switch.

6. The call overflow system as recited in claim 2 wherein the compiling means comprises means for compiling data relating to identification of a call sequence number uniquely identifying the telephone call.

7. The call overflow system as recited in claim 2 wherein the compiling means comprises means for compiling data relating to a time the telephone call spent at the originating telephonic switch.

8. The call overflow system as recited in claim 2 wherein the compiling means comprises means for compiling data relating to routing information for routing the telephone call at the destination telephonic switch.

9. The call overflow system as recited in claim 8 wherein the compiling means comprises means for compiling data relating to an application number identifying which application is to route the telephone call at the destination telephonic switch.

10. The call overflow system as recited in claim 1 wherein the collecting means comprises a voice response unit for prompting the caller for at least a portion of the information.

11. The call overflow system as recited in claim 1 wherein the sending means comprises means for sending the information in integrated services digital network format to the destination switch.

12. The call overflow system as recited in claim 1 wherein the sending means comprises means for sending the information over a public telephonic network to the destination telephonic switch.

13. The call overflow system as recited as in claim 1 comprising means for routing the telephone call to agent based upon the information.

14. A method for overflowing a telephone call made by a caller from an originating telephonic switch to a destination telephonic switch comprising the steps of:

collecting information from the caller through a voice channel of the telephone call;

sending the information directly from the originating telephonic switch to the destination telephonic switch wherein said information includes a caller ID blocking message if said message exists; and

transferring the telephone call to the destination switch.

15. The method as recited in claim 14 comprising the step of:

compiling data relating to the telephone call, the data including the information supplied by the caller; and

wherein the step of sending comprises the step of;

sending the data to the destination telephonic switch.

16. The method as recited in claim 15 wherein the step of compiling data comprises the step of:

compiling data relating to a number of times the telephone call was transferred.

17. The method as recited in claim 15 wherein the step of compiling data comprises the step of:

compiling data relating to identification of the originating telephonic switch.

18. The method as recited in claim 15 wherein the step of compiling data comprises the step of:

compiling data relating to identification of a call sequence number uniquely identifying the telephone call.

19. The method as recited in claim 15 wherein the step of compiling data comprises the step of:

compiling data relating to a time the telephone call spent at the originating telephonic switch.

20. The method as recited in claim 15 wherein the step of compiling data comprises the step of:

compiling data relating to routing information for routing the telephone call at the destination telephonic switch.

21. The method as recited in claim 14 wherein the step of collecting information comprises the step of:

audibly prompting the caller for the information.

22. The method of overflowing the telephone call as in claim 14 further comprising routing the transferred call to an agent based upon the information.