Call processing system for handling calls to a call center

• US 6,473,505 B1
• Filed: 04/27/1999
• Issued: 10/29/2002
• Est. Priority Date: 04/27/1999
• Status: Expired due to Term

• Current Assignee: Sprint Communications Company LP (Deutsche Telekom AG)
• Original Assignee: Sprint Communications Company LP (Deutsche Telekom AG)
• Inventors: Jones, Bryce Alan, Khuc, Minh Duy, Coppage, Carl Milton
• Primary Examiner(s): SMITH, CREIGHTON H
• Application Number:
  US09/300,032
• Time in Patent Office: 1,281 Days
• Field of Search: 379/265.01, 379/265.02, 379/265.09, 379/265.11, 379/265.13, 379/266.04, 379/266.08, 379/309
• US Class Current: 379/265.01
• CPC Class Codes: H04M 3/51 Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing
• CPC Class Codes: H04Q 2213/13072 Sequence circuits for call signaling, ACD systems
• CPC Class Codes: H04Q 2213/13097 Numbering, addressing
• CPC Class Codes: H04Q 2213/13107 Control equipment for a part of the connection, distributed control, co-processing
• CPC Class Codes: H04Q 2213/13345 Intelligent networks, SCP
• CPC Class Codes: H04Q 2213/13389 LAN, internet
• CPC Class Codes: H04Q 3/0029 Provisions for intelligent networking
• CPC Class Codes: H04Q 3/64 Distributing or queueing

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 processing system that receives an initial signal, processes the initial signal to identify a call center resource processor, generates the address query for a call center resource processor, and transmits the address query from the call processing system. Once an address response from the call center resource processor including an absolute address for the call is received, the call processing system generates an instruction to cause a network element system to route the call to a call center resource with 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.

Claims

1. A method for handling a call to a call center, the method comprising:

receiving an initial signal for the call into a call processing system;

processing the initial signal to select a call center resource processor;

generating an address query for the call center resource processor in the call processing system;

transmitting the address query from the call processing system for the call center resource processor;

receiving an address response into the call processing system from the call center resource processor wherein the address response includes an absolute address for the call;

processing the address response in the call processing system to generate a route instruction to cause a network element system to route the call to a call center resource in call packets containing the absolute address; and

transmitting the route instruction from the call processing system for the network element system.

2. The method of claim 1 wherein the address response includes service data for the call center resource, the method further comprising:

processing the address response in the call processing system to generate a data instruction to cause the network element system to route the service data to the call center resource in data packets containing the absolute address;

transmitting the data instruction from the call processing system for the network element system; and

transmitting the service data from the call processing system for the network element system.

3. The method of claim 2 wherein the service data is customer profile information.

4. The method of claim 2 wherein the service data is a customer service script.

5. The method of claim 2 wherein the service data is screen pop information.

6. The method of claim 2 wherein the service data is a web page.

7. The method of claim 1 wherein the absolute address is a hardware address of a communications device used to initially answer the call at the call center resource.

8. The method of claim 7 wherein the absolute address is a port identifier.

9. The method of claim 7 wherein the absolute address is a MAC-layer address.

10. The method of claim 7 wherein the absolute address is an ATM address.

11. The method of claim 1 further comprising:

receiving a release signal for the call into the call processing system;

processing the release signal for the call in the call processing system to generate call information for the call; and

transmitting the call information for the call from the call processing system for a call center.

12. The method of claim 11 wherein the call information is a caller number.

13. The method of claim 11 wherein the call information is a dialed number.

14. The method of claim 11 wherein the call information is the absolute address.

15. The method of claim 11 wherein the call information is a time of the call.

16. The method of claim 11 wherein the call information is a call duration.

17. The method of claim 11 wherein the call information is a system usage time.

18. The method of claim 11 wherein the call information is a number of resources used.

19. The method of claim 11 wherein the call information is an origin of the call.

20. The method of claim 11 wherein the call information is an identification of the call center receiving the call.

21. The method of claim 11 wherein the call information is an availability of an agent.

22. The method of claim 11 wherein the call information is a talk time of the call.

23. The method of claim 11 wherein the call information is a queue time of the call.

24. The method of claim 11 wherein the call information is an abandon rate.

25. The method of claim 11 wherein the call information is a number of retries.

26. The method of claim 11 wherein the call information is a busy rate.

27. The method of claim 11 wherein the call information is a time the call is in a voice response unit.

28. The method of claim 11 wherein the call information is a wrap-up time.

29. The method of claim 1 wherein processing the initial signal to generate the address query for the call center resource processor further comprises:

transmitting a service control point (SCP) query from the call processing system for an SCP; and

receiving an SCP response into the call processing system from the SCP.

30. The method of claim 1 wherein processing the initial signal to select the call center resource processor is based on a called number.

31. The method of claim 1 wherein processing the initial signal to select the call center resource processor is based on a caller number.

32. The method of claim 1 wherein processing the initial signal to select the call center resource processor is based on caller entered digits.

33. A communications software product comprising:

call processing software operational when executed by a processor to direct the processor to receive an initial signal for the call, process the initial signal to select a call center resource processor, generate an address query for the call center resource processor, transmit the address query for the call center resource processor, receive an address response from the call center resource processor wherein the address response includes an absolute address for the call, process the address response to generate a route instruction to cause a network element system to route the call to a call center resource in call packets containing the absolute address, and transmit the route instruction for the network element system; and

a software storage medium operational to store the call processing software.

34. The communications software product of claim 33 wherein the address response includes service data for the call center resource and the call processing software is further operational when executed by the processor to direct the processor to:

process the address response to generate a data instruction to cause the network element system to route the service data to the call center resource in data packets containing the absolute address;

transmit the data instruction for the network element system; and

transmit the service data for the network element system.

35. The communications software product of claim 34 wherein the service data is customer profile information.

36. The communications software product of claim 34 wherein the service data is a customer service script.

37. The communications software product of claim 34 wherein the service data is screen pop information.

38. The communications software product of claim 34 wherein the service data is a web page.

39. The communications software product of claim 33 wherein the absolute address is a hardware address of a communications device used to initially answer the call at the call center resource.

40. The communications software product of claim 39 wherein the absolute address is a port identifier.

41. The communications software product of claim 39 wherein the absolute address is a MAC-layer address.

42. The communications software product of claim 39 wherein the absolute address is an ATM address.

43. The communications software product of claim 33 wherein the call processing software is further operational when executed by the processor to direct the processor to:

receive a release signal for the call;

process the release signal for the call to generate call information for the call; and

transmit the call information for the call for a call center.

44. The communications software product of claim 43 wherein the call information is a caller number.

45. The communications software product of claim 43 wherein the call information is a dialed number.

46. The communications software product of claim 43 wherein the call information is the absolute address.

47. The communications software product of claim 43 wherein the call information is a time of the call.

48. The communications software product of claim 43 wherein the call information is a call duration.

49. The communications software product of claim 43 wherein the call information is a system usage time.

50. The communications software product of claim 43 wherein the call information is a number of resources used.

51. The communications software product of claim 43 wherein the call information is an origin of the call.

52. The communications software product of claim 43 wherein the call information is an identification of the call center receiving the call.

53. The communications software product of claim 43 wherein the call information is an availability of an agent.

54. The communications software product of claim 43 wherein the call information is a talk time of the call.

55. The communications software product of claim 43 wherein the call information is a queue time of the call.

56. The communications software product of claim 43 wherein the call information is an abandon rate.

57. The communications software product of claim 43 wherein the call information is a number of retries.

58. The communications software product of claim 43 wherein the call information is a busy rate.

59. The communications software product of claim 43 wherein the call information is a time the call is in a voice response unit.

60. The communications software product of claim 43 wherein the call information is a wrap-up time.

61. The communications software product of claim 33 wherein the call processing software operational when executed by the processor to direct the processor to process the initial signal to generate the address query for the call center resource processor is further operational when executed by the processor to direct the processor to:

transmit a service control point (SCP) query from the call processing system for an SCP; and

receive an SCP response into the call processing system from the SCP.

62. The communications software product of claim 33 wherein the call processing software operational when executed by the processor to direct the processor to process the initial signal to select the call center resource processor is based on a called number.

63. The communications software product of claim 33 wherein the call processing software operational when executed by the processor to direct the processor to process the initial signal to select the call center resource processor is based on a caller number.

64. The communications software product of claim 33 wherein processing the initial signal to select the call center resource processor is based on caller entered digits.

65. A communication system for handling a call to a call center comprising:

a processing system configured to process an initial signal for the call to select a call center resource processor, generate an address query for the call center resource processor, and process an address response to generate a route instruction to cause a network element system to route the call to a call center resource in call packets containing the absolute address wherein the address response includes an absolute address for the call; and

an interface connected to the processing system and configured to receive the initial signal for the call and transfer the initial signal to the processing system, receive the address query from the processing system and transfer the address query to the call center resource processor, receive the address response from the call center resource processor and transfer the address response to the processing system wherein the address response includes the absolute address for the call, and receive and transfer the route instruction to the network element system.

66. The communication system of claim 65 wherein the address response includes service data for the call center resource and the communication system comprising:

the processing system further configured to process the address response to generate a data instruction to cause the network element system to route the service data to the call center resource in data packets containing the absolute address; and

the interface further configured to receive and transfer the data instruction to the network element system and receive and transfer the service data to the network element system.

67. The communication system of claim 66 wherein the service data is customer profile information.

68. The communication system of claim 66 wherein the service data is a customer service script.

69. The communication system of claim 66 wherein the service data is screen pop information.

70. The communication system of claim 66 wherein the service data is a web page.

71. The communication system of claim 65 wherein the absolute address is a hardware address of a communications device used to initially answer the call at the call center resource.

72. The communication system of claim 71 wherein the absolute address is a port identifier.

73. The communication system of claim 71 wherein the absolute address is a MAC-layer address.

74. The communication system of claim 71 wherein the absolute address is an ATM address.

75. The communication system of claim 65 comprising:

the processing system further configured to process a release signal for the call to generate call information for the call; and

the interface further configured to receive and transfer the release signal for the call to the processing system and receive and transfer the call information for the call to the call center.

76. The communication system of claim 75 wherein the call information is a caller number.

77. The communication system of claim 75 wherein the call information is a dialed number.

78. The communication system of claim 75 wherein the call information is the absolute address.

79. The communication system of claim 75 wherein the call information is a time of the call.

80. The communication system of claim 75 wherein the call information is a call duration.

81. The communication system of claim 75 wherein the call information is a system usage time.

82. The communication system of claim 75 wherein the call information is a number of resources used.

83. The communication system of claim 75 wherein the call information is an origin of the call.

84. The communication system of claim 75 wherein the call information is an identification of the call center receiving the call.

85. The communication system of claim 75 wherein the call information is an availability of an agent.

86. The communication system of claim 75 wherein the call information is a talk time of the call.

87. The communication system of claim 75 wherein the call information is a queue time of the call.

88. The communication system of claim 75 wherein the call information is an abandon rate.

89. The communication system of claim 75 wherein the call information is a number of retries.

90. The communication system of claim 75 wherein the call information is a busy rate.

91. The communication system of claim 75 wherein the call information is a time the call is in a voice response unit.

92. The communication system of claim 75 wherein the call information is a wrap-up time.

93. The communication system of claim 65 comprising:

the processing system further configured to transmit an SCP query for an SCP and receive an SCP response from the SCP; and

the interface further configured to receive and transfer the SCP query to the SCP and receive and transfer the SCP response from the SCP to the processing system.

94. The communication system of claim 93 wherein the processing system configured to process the initial signal to select the call center resource processor is based on a called number.

95. The communication system of claim 93 wherein the processing system configured to process the initial signal to select the call center resource processor is based on a caller number.

96. The communication system of claim 93 wherein the processing system configured to process the initial signal to select the call center resource processor is based on caller entered digits.