Point-of-presence call center management system

• US 6,381,329 B1
• Filed: 11/03/1999
• Issued: 04/30/2002
• Est. Priority Date: 06/19/1998
• Status: Expired due to Term

• Current Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Original Assignee: Telera
• Inventors: Uppaluru, Prem, Sundaram, Mukesh
• Primary Examiner(s): Hoosain, Allan
• Application Number:
  US09/433,640
• Time in Patent Office: 909 Days
• Field of Search: 379/201, 379/211, 379/219, 379/220, 379/221, 379/230, 379/207, 379/212, 379/223, 379/258, 379/265, 379/266, 379/201.01, 379/211.01, 379/211.03, 379/212.01, 379/220.01, 379/221.01, 379/221.02, 379/229, 379/265-1-2, 379/266-1-2
• US Class Current: 379/266.04
• 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 telephone call handling system comprising:

a point of presence call center communicatively coupled to receive one or more inbound calls via a local telephone network and to queue said one or more inbound calls pending transfer to

an automated call distributor that also queues inbound calls in a queue and distributes the inbound calls in sequence to human operators as human operators become available, the point of presence call center further being communicatively coupled to a data network separate from the local telephone network over which the point of presence call center transmits proxy call requests corresponding to the one or more inbound calls; and

a computer telephony server coupled to the automated call distributor, and to a second telephone network, and configured to receive proxy call requests from the data network, the computer telephony server being configured to (i) receive the proxy call requests from the data network, (ii) insert, for each proxy call request, a corresponding proxy call in the queue, and (iii) notify the point of presence call center via the data network when the proxy call has advanced to a threshold point in the queue.

2. The telephone call handling system of claim 1 wherein the threshold point in the queue is the head of the queue.

3. The telephone system of claim 1 further comprising a telephony switch to receive telephone calls from the point of presence call center via the second telephone network, and wherein the computer telephony server is further configured to connect a telephone call received from the point of presence call center to the proxy call.

4. The telephone call handling system of claim 3 wherein the second telephone network is configured to support voice communication over IP.

5. The telephone call handling system of claim 1 wherein the computer telephony server is further configured to receive a long distance telephone call from the point of presence call center via the data network and to connect the long distance telephone call to the proxy call.

6. The telephone call handling system of claim 1 wherein the data network is a virtual private network that provides industry standard connection and transport protocols.

7. The telephone call handling system of claim 6 wherein the transport protocols are IP protocols.

8. The telephone call handling system of claim 1 wherein the computer telephony server is an IP telephony gateway server coupled to an applications server and connected over a high-speed local area network.

10. The telephone call handling system of claim 1 wherein the point of presence call center utilizes a second computer telephony server.

11. The telephone call handling system of claim 10 wherein the second computer telephony server is an IP telephony gateway server coupled to an applications server and connected over a high-speed local area network.

12. The telephone call handling system of claim 11 wherein the IP telephony gateway server is configured to translate traditional circuit switched voice communications to packet switched communications and to transport voice over the second telephone network using a number of IP networks.

9. The telephone call handling system of 8 wherein the IP telephony gateway server is configured to translate traditional circuit switched voice communications to packet switched communications and to transport voice over long distance using a number of IP networks.

13. A telephone call handling system comprising:

a number of point of presence call centers, each communicatively coupled to receive one or more inbound calls via respective local telephone networks and to queue said one or more inbound calls pending transfer to

an automated call distributor that also queues inbound calls in a queue and distributes the inbound calls in sequence to human operators as human operators become available, each of the point of presence call centers further being communicatively coupled to one or more data networks separate from the local telephone networks; and

a computer telephony server coupled to the automated call distributor, a second telephone network, and the data networks, the computer telephony server being configured to (i) receive the proxy call requests from the data networks, (ii) insert, for each of the proxy call requests a corresponding proxy call in the queue, and (iii) notify a first one of the point of presence call centers that transmitted a specific first one of the proxy call requests via one of the data networks when a corresponding first proxy call has advanced to a threshold point in the queue.

14. The telephone call handling system of claim 13 wherein the threshold point in the queue is the head of the queue.

15. The telephone call handling system of claim 13 further comprising a telephony switch to receive telephone calls from each of the point of presence call centers via the second telephone network, and wherein the computer telephony server is further configured to connect a telephone call received from the point of presence call center to the proxy call received by that point of presence call center.

16. The telephone call handling system of claim 13 wherein the computer telephony server is further configured to receive long distance telephone calls from the point of presence call center via the data network and to connect the long distance telephone call to the proxy call sent by that point of presence center.

17. The telephone call handling system of claim 13 wherein the number of point of presence call centers are coupled to a number of endusers via a private network.

18. The telephone call handling system of claim 17 wherein the private network is an access network configured to support voice communication over IP.