Call center resource processor
First Claim
1. A method for providing an absolute address for a call center resource, the method comprising:
- receiving an address query for the absolute address into a call center resource processor from a communications system;
in the call center resource processor, processing the address query to identify the absolute address for the call center resource;
in the call center resource processor, generating an address response with the absolute address for the call center resource; and
transmitting the address response with the absolute address from the call center resource processor for the communications system.
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Accused Products
Abstract
The invention provides a call processing system to handle calls to a call center by obtaining absolute address for a call center resource from a call center resource processor prior to directing the call to the call center resource. The invention includes a call center resource processor that receives an address query from a communications system for an absolute address of a call center resource. The call center resource processor processes the address query to identify the absolute address. After identifying the absolute address, the call center resource processor generates an address response with the absolute address for the call center resource. The call center resource processor transmits the address response with the absolute address from the call center resource processor for the communications system to route the call using the absolute address. At the call center resource, no translation of the call is needed to direct the call to the call'"'"'s final destination, an agent, interactive voice response, or voice response unit. Therefore, complex routing equipment at the call center resource can be eliminated. Because the absolute address is identified at the call center resource processor, the invention may also transmit service data over the same communications equipment as the call from the network element system to the call center resource. Separate communications equipment at the call center resource for service data can be eliminated.
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Citations
84 Claims
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1. A method for providing an absolute address for a call center resource, the method comprising:
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receiving an address query for the absolute address into a call center resource processor from a communications system;
in the call center resource processor, processing the address query to identify the absolute address for the call center resource;
in the call center resource processor, generating an address response with the absolute address for the call center resource; and
transmitting the address response with the absolute address from the call center resource processor for the communications system. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 16, 17, 18, 19, 20, 21, 22, 23, 24, 25, 26, 27, 28, 29)
receiving service data into a call center report processor;
receiving call information into the call center report processor; and
storing the service data and call information in the call center report processor.
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30. A method for updating a call center database with information related to a call center resource, the method comprising:
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obtaining an availability indication for the call center resource;
obtaining capability data for the call center resource;
obtaining an association of an absolute address with the call center resource; and
transferring information to the database associating the absolute address for the call center resource with the availability indication and the capability data for the call center resource. - View Dependent Claims (31, 32, 33, 34, 35, 36, 37, 38, 39, 40, 41, 42)
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43. A software product comprising:
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call center resource processor software operational when executed by a processor to direct the processor to receive an address query for the absolute address from a communications system, process the address query to identify the absolute address for the call center resource, generate an address response with the absolute address for the call center resource, and transmit the address response with the absolute address from the call center resource processor for the communications system; and
a software storage medium operational to store the call center resource processor software. - View Dependent Claims (44, 45, 46, 47, 48, 49, 50, 51, 52, 53, 54, 55, 56, 57, 58, 59, 60, 61, 62, 63, 64, 65, 66, 67, 68, 69, 70, 71)
receive service data into a call center report processor;
receive call information into the call center report processor; and
store the service data and call information in the call center report processor.
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72. A software product comprising:
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resource management software operational when executed by a processor to direct the processor to obtain an availability indication for a call center resource, obtain capability data for the call center resource, obtain an association of an absolute address with the call center resource, and transfer information to the database associating the absolute address for the call center resource with the availability indication and the capability data for the call center resource; and
a software storage medium operational to store the resource management software. - View Dependent Claims (73, 74, 75, 76, 77, 78, 79, 80, 81, 82, 83, 84)
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Specification