Call management implemented using call routing engine

• US 6,674,852 B1
• Filed: 08/31/2000
• Issued: 01/06/2004
• Est. Priority Date: 08/31/2000
• Status: Active Grant

• Current Assignee: Cisco Technology, Inc. (Cisco Systems, Inc.)
• Original Assignee: Cisco Technology, Inc. (Cisco Systems, Inc.)
• Inventors: Hamilton, Thomas
• Primary Examiner(s): Hong, Harry S.
• Application Number:
  US09/652,346
• Time in Patent Office: 1,223 Days
• Field of Search: 379/219, 379/220.01, 379/221.02, 379/221.06, 379/221.14, 379/265.01, 379/265.02, 379/289
• US Class Current: 379/221.14
• 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 3/42289 with carrierprovider selection by subscriber
• CPC Class Codes: H04M 3/5158 in combination with automated outdialling systems devices for signalling identity of wanted subscriber H04M1/26
• CPC Class Codes: H04M 3/523 with call distribution or queueing

Abstract

A call management technique implemented using a call routing engine is disclosed. The technique of the present invention may be used to advantage to implement dialed number translation techniques.

Claims

1. A call management method implemented using a call routing engine, the method comprising:

receiving at the engine a call management request from a first device that the engine provide the first device with a destination label of a second device that is desired to be called by the first device via a network, the second device being identified in the request by a first value; and

determining at the engine the label based, at least in part, upon information correlating the label, the first value and a second value associated with the second device, at least the label and the second value being associated with the second device by the engine during a log-in negotiation involving the engine and the second device.

2. A method according to claim 1, wherein the label is a telephone number associated with the second device.

3. A method according to claim 1, wherein at least one of the first and second devices is an agent system.

4. A method according to claim 1, wherein first value specifies one of an agent workgroup and a voice response unit (VRU) that comprises the second device.

5. A method according to claim 1, wherein the engine associates the second device with the first value during the negotiation.

6. A method according to claim 1, wherein the first value and the second value are provided to the engine during the negotiation.

7. A method according to claim 6, wherein the label is selected by the engine from a plurality of destination labels of respective devices in a device classification specified by the first value.

8. A method according to claim 1, wherein the network comprises one of a public network and a private network.

33. A method according to claim 1, wherein in response to the request the engine determines whether a call placed to the second device from the first device is permitted, prior to providing the label to the first device.

37. A method according to claim 1, wherein the network is an Internet Protocol network and the first and second devices are configured to establish an Internet Protocol call via the network.

9. A call management system comprising:

means for receiving at a call routing engine a call management request from a first device that the engine provide the first device with a destination label of a second device that is desired to be called by the first device via a network, the second device being identified in the request by a first value; and

means for determining at the engine, in response to the request, the label based, at least in part, upon information correlating the label, the first value and a second value associated with the second device, at least the label and the second value being associated with the second device by the engine during a log-in negotiation involving the engine and the second device.

10. A system according to claim 9, wherein the label is a telephone number associated with the second device.

11. A system according to claim 9, wherein at least one of the first and second devices is an agent system.

12. A system according to claim 9, wherein the first value specifies one of an agent workgroup and a voice response unit (VRU) that comprises the second device.

13. A system according to claim 9, wherein the engine associates the second device with the first value during the negotiation.

14. A system according to claim 9, wherein the first value and the second value are provided to the engine during the negotiation.

15. A system according to claim 14, wherein the label is selected by the engine from a plurality of destination labels of respective devices in a device classification specified by the first value.

16. A system according to claim 9, wherein the network comprises one of a public network and a private network.

34. A system according to claim 9, wherein in response to the request the engine determines whether a call placed to the second device from the first device is permitted, prior to providing the label to the first device.

38. A system according to claim 9, wherein the network is an Internet Protocol network and the first and second devices are configured to establish an Internet Protocol call via the network.

17. A call management apparatus comprising:

a call routing engine that receives a call management request from a first device that the engine provide the first device with a destination label of a second device that is desired to be called by the first device via a network, the second device being identified in the request by a first value; and

the engine determining, in response to the request, the label based, at least in part, upon information correlating the label, the first value and a second value associated with the second device, at least the label and the second value being associated with the second device by the engine during a log-in negotiation involving the engine and the second device.

18. An apparatus according to claim 17, wherein the label is a telephone number associated with the second device.

19. An apparatus according to claim 17, wherein at least one of the first and second devices is an agent system.

20. An apparatus according to claim 17, wherein first value specifies one of an agent workgroup and a voice response unit (VRU) that comprises the second device.

21. An apparatus according to claim 17, wherein first value specifies one of an agent workgroup and a voice response unit (VRU) that comprises the second device.

22. An apparatus according to claim 17, wherein the first value and the second value are provided to the engine during the negotiation.

23. An apparatus according to claim 22, wherein the label is selected by the engine from a plurality of destination labels of respective devices in a device classification specified by the first value.

24. An apparatus according to claim 17, wherein the network comprises one of a public network and a private network.

35. An apparatus according to claim 17, wherein in response to the request the engine determines whether a call placed to the second device from the first device is permitted, prior to providing the label to the first device.

39. An apparatus according to claim 17, wherein the network is an Internet Protocol network and the first and second devices are configured to establish an Internet Protocol call via the network.

25. Computer-readable memory comprising computer-executable instructions that, when executed, cause:

receiving at a call routing engine of a call management request from a first device that the engine provide the first device with a destination label of a second device that is to be called by the first device via a network, the second device being identified in the request by a first value; and

determining at the engine of the label based, at least in part, upon information correlating the label, the first value and a second value associated with the second device, at least the label and the second value being associated with the second device by the engine during a log-in negotiation involving the engine and the second device.

26. Memory according to claim 25, wherein the label is a telephone number associated with the second device.

27. Memory according to claim 25, wherein at least one of the first and second devices is an agent system.

28. Memory according to claim 25, wherein the first value specifies one of an agent workgroup and a voice response unit (VRU) that comprises the second device.

29. Memory according to claim 25, wherein the engine associates the second device with the first value during the negotiation.

30. Memory according to claim 25, wherein the first value and the second value are provided to the engine during the negotiation.

31. Memory according to claim 30, wherein the label is selected by the engine from a plurality of destination labels of respective devices in a device classification specified by the first value.

32. Memory according to claim 25, wherein the network comprises one of a public network and a private network.

36. Memory according to claim 25, wherein the instructions also cause, in response to the request, the engine to determine whether a call placed to the second device from the first device is permitted, prior to providing the label to the first device.

40. Memory according to claim 25, wherein the network is an Internet Protocol network and the first and second devices are configured to establish an Internet Protocol call via the network.