Routing calls to call centers

• US 6,522,743 B1
• Filed: 04/26/1999
• Issued: 02/18/2003
• Est. Priority Date: 02/28/1997
• Status: Expired due to Fees

• Current Assignee: E-Talk Corporation
• Original Assignee: E-Talk Corporation
• Inventors: Hurd, Michael D.
• Primary Examiner(s): Tsang, Fan
• Assistant Examiner(s): Foster, Roland G.
• Application Number:
  US09/300,765
• Time in Patent Office: 1,394 Days
• Field of Search: 379/88.16, 379/201, 379/207, 379/210, 379/211, 379/212, 379/219, 379/220, 379/221, 379/265, 379/266, 379/309, 379/201.01, 379/201.02, 379/201.12, 379/207.01, 379/211.01, 379/212.01, 379/220.01, 379/221-1-2, 379/265-1-2, 379/266-1-2
• US Class Current: 379/266.04
• CPC Class Codes: H04M 2242/22 Automatic class or number identification arrangements
• CPC Class Codes: H04M 3/42042 Notifying the called party of information on the calling party details within substation equipment H04M1/57, signalling details H04Q3/72
• CPC Class Codes: H04M 3/42059 Making use of the calling party identifier
• CPC Class Codes: H04M 3/42102 Making use of the called party identifier
• CPC Class Codes: H04M 3/523 with call distribution or queueing
• CPC Class Codes: H04M 3/54 Arrangements for diverting calls for one subscriber to another predetermined subscriber based on the calling party profile H04M3/42059; based on location H04M3/42348; based on presence H04M3/42365; to voice mail H04M3/53308
• CPC Class Codes: H04Q 3/72 Finding out and indicating number of calling subscriber

Abstract

A system is provided for routing calls. The system includes a plurality of call centers coupled to a public switched telephone network which supports a caller identification feature and a transfer feature. A trunk interface, coupled via a link to the public switched telephone network, receives a call from the public switched telephone network over the link. A database stores customer profile information and call center information. A processor is coupled to the trunk interface and the database. The processor identifies a customer placing the call utilizing the caller identification feature, retrieves from the database customer profile information associated with the identified customer, and selects one of the call centers in response to the customer profile information and the call center information. The processor routes the call to the selected call center, after which the link is released utilizing the transfer feature.

Claims

1. A system for routing calls comprising:

a plurality of call centers coupled to a public switched telephone network which supports a transfer feature; and

a network routing unit comprising a trunk interface and a processor;

the trunk interface coupled via a subscriber link to the public switched telephone network, the trunk interface operable to receive a call from the public switched telephone network using a line of the subscriber link, the call placed to a telephone number assigned for placing calls to the network routing unit; and

the processor coupled to the trunk interface, the processor operable to select one of the call centers, the processor further operable to initiate routing of the call to the selected call center so that the line of the subscriber link between the trunk interface and the public switched telephone network is released utilizing the transfer feature, the release of the line of the subscriber link freeing subscriber line resources for transporting calls to and from the public switched telephone network.

2. The system of claim 1, further comprising a database coupled to the processor and operable to store customer profile information and call center information.

3. The system of claim 2, wherein:

the database is further operable to store customer service representative profile information; and

the processor is further operable to determine a suitable customer service representative to handle the call in response to the customer service representative profile information.

4. The system of claim 2, wherein the network routing unit further comprises a voice response unit coupled to the trunk interface, the voice response unit operable to establish a voice channel with a customer placing the call and to query the customer to receive at least a portion of the customer profile information.

5. The system of claim 2, further comprising a network interface, the network interface operable to receive at least a portion of the call center information.

6. The system of claim 5, wherein the network interface is operable to receive call center dynamics information from at least one call center.

7. The system of claim 1, wherein the line comprises an ISDN-supported line having a predetermined delay period.

8. The system of claim 7, wherein the processor is operable to delay routing the call to the selected call center for the predetermined delay period.

9. The system of claim 1, wherein the processor is further operable to insert routing information into a call record associated with the call, the routing information identifying the selected call center.

10. The system of claim 1, wherein the transfer feature comprises an external switch hook transfer feature supported by ISDN.

11. The system of claim 1, wherein the processor is further operable to rank the call centers in order of suitability.

12. A network routing unit for routing calls to one of a plurality of call centers coupled to a public switched telephone network which supports a transfer feature, the network routing unit comprising:

a trunk interface coupled via a subscriber link to the public switched telephone network, the trunk interface operable to receive a call from the public switched telephone network using a line of the subscriber link, the call placed to a telephone number assigned for placing calls to the network routing unit; and

a processor coupled to the trunk interface, the processor operable to select one of the call centers, to initiate routing of the call to the selected call center so that the line of the subscriber link between the trunk interface and the public switched telephone network is released utilizing the transfer feature, the release of the line of the subscriber link freeing subscriber line resources for transporting calls to and from the public switched telephone network.

13. The network routing unit of claim 12, further comprising a database operable to store customer profile information and call center information.

14. The network routing unit of claim 13, wherein:

the database is further operable to store customer service representative profile information; and

the processor is further operable to determine a suitable customer service representative to handle the call in response to the customer service representative profile information.

15. The network routing unit of claim 13, further comprising a voice response unit coupled to the trunk interface and the processor, the voice response unit operable to query the customer to receive at least a portion of the customer profile information.

16. The network routing unit of claim 13, further comprising a network interface coupled to the processor, the network interface operable to receive at least a portion of the call center information.

17. The network routing unit of claim 12, wherein the line comprises an ISDN-supported line having a predetermined delay period.

18. The network routing unit of claim 17, wherein the processor is operable to delay routing the call to the selected call center for the predetermined delay period.

19. The network routing unit of claim 12, wherein the processor is further operable to insert routing information into a call record associated with the call, the routing information identifying the selected call center.

20. The network routing unit of claim 12, wherein the transfer feature comprises an external switch hook transfer feature supported by ISDN.

21. The network routing unit of claim 12, wherein the processor is further operable to rank the call centers in order of suitability.

24. The method of claim 20, further comprising:

storing customer service representative profile information; and

determining a suitable customer service representative to handle the call in response to the customer service representative profile information.

22. A method for routing calls to one of a plurality of call centers, the method comprising, at a network routing unit, performing the steps of:

receiving a call from a public switched telephone network using a line of a subscriber link that links the network routing unit and the public switched telephone network, the public switched telephone network supporting a transfer feature, the call placed to a telephone number assigned for placing calls to the network routing unit;

selecting one of a plurality of call centers; and

initiating routing of the call to the selected call center so that the line of the subscriber link to the public switched telephone network is released utilizing the transfer feature, the release of the line of the subscriber link freeing subscriber line resources for transporting calls to and from the public switched telephone network.

23. The method of claim 22, further comprising the step of storing customer profile information and call center information in a database.

25. The method of claim 23, further comprising the steps of establishing a voice channel with a customer placing the call and querying the customer with a voice response unit to receive at least a portion of the customer profile information.

26. The method of claim 23, further comprising the step of transmitting customer profile information to the selected call center.

27. The method of claim 22, wherein the line comprises an ISDN-supported line having a predetermined delay period, and further comprising the step of delaying the routing of the call to the selected call center for the predetermined delay period.

28. The method of claim 22, further comprising the step of inserting routing information into a call record associated with the call, the routing information identifying the selected call center.

29. The method of claim 22, wherein the transfer feature comprises an external switch hook transfer feature supported by ISDN.

30. The method of claim 22, further comprising the step of ranking the call centers in order of suitability.