Call routing control using call routing scripts

• US 6,665,393 B1
• Filed: 06/16/2000
• Issued: 12/16/2003
• Est. Priority Date: 06/16/2000
• Status: Expired due to Term

• Current Assignee: Cisco Technology, Inc. (Cisco Systems, Inc.)
• Original Assignee: Cisco Technology, Inc. (Cisco Systems, Inc.)
• Inventors: Smith, David D., Johnson, Lawrence, Velella, Alberto, Twitchell, James P.
• Primary Examiner(s): Matar, Ahmad F.
• Assistant Examiner(s): Al Aubaidi, Rasha S
• Application Number:
  US09/595,938
• Time in Patent Office: 1,278 Days
• Field of Search: 379/266.07, 379/207.14
• US Class Current: 379/207.14
• CPC Class Codes: H04M 3/523 with call distribution or queueing
• CPC Class Codes: H04Q 2213/1305 Software aspects
• CPC Class Codes: H04Q 2213/13056 Routines, finite state machines
• CPC Class Codes: H04Q 2213/13072 Sequence circuits for call signaling, ACD systems
• CPC Class Codes: H04Q 2213/13103 Memory
• CPC Class Codes: H04Q 2213/13107 Control equipment for a part of the connection, distributed control, co-processing
• CPC Class Codes: H04Q 3/64 Distributing or queueing

Abstract

A technique for use in controlling the routing of a call in a communications system is provided. In one embodiment of the technique, a call routing script is generated. The script includes at least one call routing instruction of a predetermined type that refers to a variable whose value is stored externally to the script. The value of the variable is determined by the system when the system executes the script for use in determining a destination of the call.

Claims

1. A method for use in controlling routing of a call in a communication system, comprising:

storing a value in a database in response to action by a user, the database updated in response to action by a user;

generating a call routing script comprising instructions that when executed by the system control routing of the call in the system, the script including at least one call routing instruction of a predetermined type that references a variable;

reading, in response to the call routing instruction, the value from the database and setting the variable equal to the value,

and when the system executes the script, the variable having the value written therein is used in determining a destination of the call.

2. A method according to claim 1, wherein execution by the system of the at least one instruction of the predetermined type causes the system to determine the value of the variable and to execute the call routing instruction after the value has been determined by the system.

3. A method according to claim 2, wherein the at least one instruction contains a variable expression whose value is computed by the system when the system executes the at least one instruction for use by the system in determining the destination.

4. A method according to claim 3, wherein the call routing instruction specifies one of a telephone number, trunk group, and DNIS to which the call is to be routed.

5. A method according to claim 2, wherein the system includes a database in which the variable is stored in association with the value, and the execution of the instruction by the system causes the system to retrieve the value from the database and execute the instruction based upon the value.

6. A method according to claim 1, wherein the database stores a plurality of different respective variables in association with respective values for the variables.

7. A method according to claim 6, wherein each of the respective values specifies a respective one of a destination telephone number, trunk group, and DNIS.

40. A computer readable media, comprising:

said computer readable media having instructions written thereon for execution on a processor for the practice of the method of claim 1 or claim 22.

41. Electromagnetic signals propagating on a computer network, comprising:

said electromagnetic signals carrying instructions for execution on a processor for the practice of the method of claim 1 or claim 22.

8. Computer-readable memory comprising computer-executable instructions for use in controlling routing of a call in a communication system, the instructions when executed causing:

storing a value in a database in response to action by a user, the database updated in response to action by a user;

generating of a call routing script comprising instructions that when executed by the system control routing of the call in the system, the script including at least one call routing instruction of a predetermined type that references a variable whose value is stored externally to the script in the database, the value of the variable being determined by the system when the system executes the script for use in determining a destination of the call.

9. Memory according to claim 8, wherein execution by the system of the at least one instruction of the predetermined type causes the system to determine the value of the variable and to execute the call routing instruction after the value has been determined by the system.

10. Memory according to claim 9, wherein the at least one instruction contains a variable expression whose value is computed by the system when the system executes the at least one instruction for use by the system in determining the destination.

11. Memory according to claim 10, wherein the call routing instruction specifies one of a telephone number, trunk group, and DNIS to which the call is to be routed.

12. Memory according to claim 9, wherein the system includes a database in which the variable is stored in association with the value, and the execution of the instruction by the system causes the system to retrieve the value from the data-base and execute the instruction based upon the value.

13. Memory according to claim 8, wherein the database stores a plurality of different respective variables in association with respective values for the variables.

14. Memory according to claim 13, wherein each of the respective values specifies a respective one of a destination telephone number, trunk group, and DNIS.

15. Apparatus for use in controlling routing of a call in a communication system, comprising:

a database that stores a value in response to action by a user, the database updated in response to action by a user;

a mechanism that generates a call routing script comprising instructions that when executed by the system control routing of the call in the system, the script including at least one call routing instruction of a predetermined type that references a variable whose value is stored externally to the script in the database, the value of the variable being determined by the system when the system executes the script for use in determining a destination of the call.

16. Apparatus according to claim 15, wherein execution by the system of the at least one instruction of the predetermined type causes the system to determine the value of the variable and to execute the call routing instruction after the value has been determined by the system.

17. Apparatus according to claim 16, wherein the at least one instruction contains a variable expression whose value is computed by the system when the system executes the at least one instruction for use by the system in determining the destination.

18. Apparatus according to claim 17, wherein the call routing instruction specifies one of a telephone number, trunk group, and DNIS to which the call is to be routed.

19. Apparatus according to claim 16, wherein the system includes a database in which the variable is stored in association with the value, and the execution of the instruction by the system causes the system to retrieve the value from the database and execute the instruction based upon the value.

20. Apparatus according to claim 15, wherein the database stores a plurality of different respective variables in association with respective values for the variables.

21. Apparatus according to claim 20, wherein each of the respective values specifies a respective one of a destination telephone number, trunk group, and DNIS.

22. A method for use in controlling routing of a call in a communication system, comprising:

storing a value in a table in response to action by a user, the table updated in response to action by a user;

executing a call routing script having instructions, the instructions when executed by the system control routing of the call in the system, the script including at least one instruction that references a variable whose value is stored in a table external to the script;

reading a value of the variable from the table; and

routing the call in response to the value of the variable read from the table.

23. The method of claim 22, further comprising:

indicating by the value of the variable that the call is to be given a label.

24. The method of claim 22, further comprising:

indicating by the value of the variable that the call is to be routed to a destination telephone number.

25. The method of claim 22, further comprising:

indicating by the value of the variable that the call is to be routed to a trunk group.

26. The method of claim 22, further comprising:

indicating by the value of the variable that the call is to be routed to a DNIS number.

27. The method of claim 22, further comprising:

editing the table to change the value of the variable.

28. A controller to route a call in a communications system, comprising:

means for storing a value in a table in response to action by a user, the table up-dated in response to action by a user;

means for executing a call routing script having instructions, the instructions when executed by the system control routing of the call in the system, the script including at least one instruction that references a variable whose value is stored in a table external to the script;

means for reading a value of the variable from the table; and

means for routing the call in response to the value of the variable read from the table.

29. The apparatus of claim 28, further comprising:

means for indicating by the value of the variable that the call is to be given a label.

30. The apparatus of claim 28, further comprising:

means for indicating by the value of the variable that the call is to be routed to a destination telephone number.

31. The apparatus of claim 28, further comprising:

means for indicating by the value of the variable that the call is to be routed to a trunk group.

32. The apparatus of claim 28, further comprising:

means for indicating by the value of the variable that the call is to be routed to a DNIS number.

33. The apparatus of claim 28, further comprising:

means for editing the table to change the value of the variable.

34. A controller to route a call in a communications system, comprising:

a table that stores a value in response to action by a user, the table updated in response to action by a user;

a routing engine to execute a call routing script having instructions, the instructions when executed by the system control routing of the call in the system, the script including at least one instruction that references a variable whose value is stored in a table external to the script;

an instruction to read a value of the variable from the table; and

an interface to route the call in response to the value of the variable read from the table.

35. The apparatus of claim 34, further comprising:

a routing engine to determine by the value of the variable that the call is to be given a label.

36. The apparatus of claim 34, further comprising:

a routing engine to determine by the value of the variable that the call is to be routed to a destination telephone number.

37. The apparatus of claim 34, further comprising:

a routing engine to determine by the value of the variable that the call is to be routed to a trunk group.

38. The apparatus of claim 34, further comprising:

a routing engine to determine by the value of the variable that the call is to be routed to a DNIS number.

39. The apparatus of claim 34, further comprising:

means for editing the table to change the value of the variable.