System and method for processing and collecting data from a call directed to a call center

• US 6,700,972 B1
• Filed: 08/25/1999
• Issued: 03/02/2004
• Est. Priority Date: 08/25/1999
• Status: Expired due to Term

• Current Assignee: Level 3 Communications LLC (Lumen Technologies, Inc.), Raytheon BBN Technlogies Corp. (Rtx Corporation), Verizon Corporate Services Group Incorporated (Verizon Communications Inc.)
• Original Assignee: Genuity Inc. (Lumen Technologies, Inc.), Verizon Corporate Services Group Incorporated (Verizon Communications Inc.)
• Inventors: Peterson, Patrick, Dick, Peter Myton, McHugh, Patrick J.
• Primary Examiner(s): Matar, Ahmad F.
• Assistant Examiner(s): AGDEPPA, HECTOR A
• Application Number:
  US09/383,056
• Time in Patent Office: 1,651 Days
• Field of Search: 379/265, 379/266, 379/309, 379/112, 379/211
• US Class Current: 379/265.13
• CPC Class Codes: H04M 2207/12 intelligent networks
• 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 3/42102 Making use of the called party identifier
• CPC Class Codes: H04M 3/51 Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing
• CPC Class Codes: H04M 3/5166 in combination with interactive voice response systems or voice portals, e.g. as front-ends
• CPC Class Codes: H04M 3/527 Centralised call answering arrangements not requiring operator intervention
• CPC Class Codes: H04Q 3/72 Finding out and indicating number of calling subscriber

Abstract

The present invention provides a method and system for processing and collecting, at a telephone network central office, information for a call directed to a call center prior to the call being received at the call center. A call is received for processing at a telephone network central office that is local to the call origination location. At the central office, a determination is made as to whether the destination number of the call is identified in a selected database. In response to the call destination number being identified in the selected database, the central office solicits the caller to provide requested information. An indication of the requested information received from the caller is included in a data packet associated with the telephone call before the call is transferred from the central office. The call, including the indication of the requested information, is routed to the call center. At the central office, it may be determined whether the call originated from a business telephone number or a residential telephone number to facilitate processing of the call. In response to the call originating from a business telephone number, a request may be included in the requested information for the caller to enter a telephone number for which the caller desires account service from the call center. The requested information may include a type of account service the caller desires from the call center.

Claims

1. A method for processing a call from a device located at an origination point to a call center, the method performed by a processor coupled to a distribution site in a local calling area associated with the device, wherein said distribution site is designated to handle all calls from the device located at the origination point, comprising:

receiving at the distribution site a call from the device directed to the call center, including an automatic number identifier having been provided by a telecommunication facility;

requesting a caller operating the device to input information reflecting a purpose for the call;

storing the information reflecting a purpose for the call;

determining a type of telephone number associated with the received call;

sending, based on the determined type of telephone number, a request to the caller operating the device to provide a telephone number for which an account service is requested from the call center;

replacing the automatic number identifier with a telephone number provided by the caller; and

routing the call from the distribution site to the call center with an indicator corresponding to the purpose for the call.

2. The method of claim 1 wherein determining a type of telephone number associated with the received call comprises:

determining, at the distribution site, whether the call originated from a business telephone number or a residential telephone number.

3. The method of claim 2, wherein sending a request includes:

requesting the caller to provide the telephone number for which the caller requests account service from the call center in response to the determination that the call originates from a business telephone number.

4. The method of claim 3 further comprising requesting a type of account service the caller desires from the call center.

5. The method of claim 1 further comprising requesting a type of account service the caller desires from the call center.

6. The method of claim 1 further comprising requesting a caller identification number.

7. The method of claim 6 wherein the caller identification includes a telephone number.

8. A method for processing a call from a device located at an origination point to a call center, the method performed by a processor coupled to a distribution site in a local calling area associated with the device, wherein said distribution site is designated to handle all calls from the device located at the origination point, comprising:

receiving at the distribution site a call from the device directed to the call center;

requesting a caller operating the device to input information reflecting a purpose for the call;

storing the information reflecting a purpose for the call;

determining a type of telephone number associated with the received call;

sending, based on the determined type of telephone number, a request to a caller operating the device to provide a telephone number for which an account service is requested from the call center;

routing the call from the distribution site to the call center with an indicator corresponding to the purpose for the call; and

requesting the caller to enter a geographic area identification number and validating whether the telephone number entered by the caller is associated with a geographic area entered by the caller.

9. A system for processing a call directed to a call center, comprising;

a first telephone network central office located in a first geographic area and having a local calling area, and a second telephone network central office located in a second geographic area and having a local calling area different from local calling area of the first geographic area;

said first and second telephone network central offices being operative to receive calls for processing that are local to an origination location of the calls, wherein the calls include an automatic number identifier that identifies the telephone number from which each call originated;

said first telephone network central office and said second telephone network central office being operative to determine whether a destination number of a received call is identified in a database of call centers that desire to have information elicited, at the central office, from callers;

in response to the call destination number being identified in the database, said first telephone network central office and said second telephone network central office being operative to determine a type of telephone number associated with the received call and, based on the determined type of telephone number, to prompt the caller to provide a telephone number for which an account service is requested from the database of call centers;

said first telephone network central office and said second telephone network central office being operative to replace the automatic number identifier with a telephone number provided by the caller in a data packet associated with the telephone call; and

said first telephone network central office and said second telephone network central office being operative to route a call and the data packet to the call center.

10. The system of claim 9 wherein said first telephone network central office and said second telephone network central office are operative to determine whether the call originated from a business telephone number or a residential telephone number to facilitate processing of the call.

11. The system of claim 10 wherein said first telephone network central office and said second telephone network central office are operative to prompt the caller to enter a telephone number for which the caller desires account service from the call center, in response to the call originating from a business telephone number.

12. A method for processing a call directed to a call center, comprising:

receiving a call at a telephone network central office that is within a local calling area of an origination location of the call;

determining, at said central office, a type of telephone number associated with the received call;

requesting based on the determined type of telephone number, from the central office, the caller to provide requested information;

including, at the central office, an indication of the requested information received from the caller in a data packet associated with the telephone call; and

routing the call, including the indication of the requested information, from the central office to the call center.

13. The method of claim 12 further comprising the step of determining, at the central office, whether the call originated from a business telephone number or a residential telephone number to facilitate processing of the call.

14. The method of claim 13 comprising the step of:

including a request in the requested information for the caller to enter a telephone number for which the caller desires account service from the call center, in response to the call originating from a business telephone number.

15. The method of claim 14 wherein the requested information includes a type of account service the caller desires from the call center.

16. The method of claim 14 wherein the call received at the central office includes an automatic number identifier that identifies the telephone number from which the call originated, and wherein the automatic number identifier is replaced, at the central office, by a telephone number received from input by the caller.

17. The method of claim 12 wherein the requested information includes a type of account service the caller desires from the call center.

18. The method of claim 12 wherein the requested information includes a caller identification number.

19. The method of claim 16 wherein the caller identification includes a telephone number.

20. The method of claim 19 further comprising requesting the caller to enter a geographic area identification number and validating whether a telephone number entered by the caller is associated with a geographic area entered by the caller.

21. The method of claim 20 further comprising modifying a field of a header of the data packet to indicate a validation status for the requested geographic area and the telephone number entered by the caller.

22. The method of claim 21 wherein the indicated geographic region includes a zip code area.

23. The method of claim 22 wherein the requested information includes a telephone number, wherein the call received at the central office includes an automatic number identifier that identifies the telephone number from which the call originated, and wherein the automatic number identifier is replaced, at the central office, by a telephone number received from input by the caller.

24. The method of claim 12 further comprising modifying a field of a header of the data packet to indicate whether information within the data packet has been modified with requested information received from the caller.

25. The method of claim 24 comprising modifying a header field that is not used for routing the call to its intended destination.

26. The method of claim 18 further comprising modifying a field of a header to indicate the type of account service indicated by the caller in response to the requested information.

27. The method of claim 12 further comprising replacing a digit of the telephone number contained in the automatic number identification field of the data packet with a number that indicates a type of service the caller desires from the call center.

28. The method of claim 27, wherein the digit is the first digit of the telephone number.