Call management implemented using call routing engine

• US 6,807,269 B1
• Filed: 07/20/2000
• Issued: 10/19/2004
• Est. Priority Date: 07/20/2000
• Status: Active Grant

• Current Assignee: Cisco Technology, Inc. (Cisco Systems, Inc.)
• Original Assignee: Cisco Technology, Inc. (Cisco Systems, Inc.)
• Inventors: Atwood, Clifford, Stern, Jerry
• Primary Examiner(s): Hong, Harry S.
• Application Number:
  US09/619,875
• Time in Patent Office: 1,552 Days
• Field of Search: 379/201.01, 379/201.02, 379/201.12, 379/207.02, 379/207.14, 379/207.15, 379/212.01, 379/214.01, 379/219, 379/220.01, 379/265.01, 379/265.02, 379/265.09, 379/901
• US Class Current: 379/220.01
• 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 2213/1328 Call transfer, e.g. in PBX
• CPC Class Codes: H04Q 2213/13349 Network management
• CPC Class Codes: H04Q 3/64 Distributing or queueing
• CPC Class Codes: Y10S 379/901 Virtual networks or virtual private networks

Abstract

Call management techniques implemented using a call routing engine are disclosed. In the techniques of the present invention, a public network is centrally controlled so as to facilitate implementation of call processing features, and local switching resources and the public network may be thought of as a single virtual switch for purposes of implementing such features.

Claims

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

receiving at the engine a first call management message for causing the engine to initiate establishment of a first connection, via a public network, between one called device and at least one of another called device and a calling device, the calling device being previously connected to the another called device via the network prior to receipt of the message at the engine, the message being initiated by the another called device and including a plurality of information fields;

issuing from the engine a second call management message for initiating the establishment by the network of said first connection; and

issuing from the engine a third message to the another called device indicating processing of the first message.

2. A method according to claim 1, further comprising, selection by the engine of a destination label in the network that corresponds to the one called device, and specifying the label in the second message.

3. A method according to claim 2, wherein, in accordance with the first message, the network disconnects the previous connection between the another called device and the calling device, and the network generates the first connection.

4. A method according to claim 2, wherein, in accordance with the second call management message, the network places the calling device in a hold status and generates the first connection, the first connection being between the another called device and the one called device via the network.

5. A method according to claim 4, wherein, a request is generated that alternating connections be made, via the network, between the another called device and the one called device, and the another called device and the calling device, respectively.

6. A method according to claim 4, further comprising, receiving at the engine another call management message that requests that the another called device be connected to the calling device via the network, and that the one called device be disconnected from the calling device.

7. A method according to claim 4, further comprising, receiving at the engine another call management message that requests that the one called device be connected to the calling device via the network, and that the another called device be disconnected from the calling device.

8. A method according to claim 1, wherein the one and another called devices each comprise one of a respective voice response unit (VRU) connected to the network and a respective automatic call distributor (ACD) connected to the network, and the calling device is external to each respective VRU and ACD.

9. A call management apparatus comprising:

a routing engine that receives a first call management message for causing the engine to initiate establishment of a first connection, via a public network, between one called device and at least one of another called device and a calling device, the calling device being previously connected to the another called device via the network prior to receipt of the message by the engine, the message being initiated by the another called device and including a plurality of information fields;

the routing engine also issuing a second call management message for initiating the establishment by the network of said first connection; and

the routing engine also issuing a third message to the another called device indicating processing of the first message.

10. An apparatus according to claim 9, wherein the engine is configured to select a destination label in the network that corresponds to the one called device, and also is configured to specify the label in the second message.

11. An apparatus according to claim 10, wherein, in accordance with the first message, the network disconnects the previous connection between the another called device and the calling device, and the network generates the first connection.

12. An apparatus according to claim 10, wherein, in accordance with the second call management message, the network places the calling device in a hold status and generates the first connection, the first connection being between the another called device and the one called device via the network.

13. An apparatus according to claim 12, wherein, a request is generated that alternating connections be made, via the network, between the another called device and the one called device, and the another called device and the calling device, respectively.

14. An apparatus according to claim 12, wherein the engine is configured to receive another call management message that requests that the another called device be connected to the calling device via the network, and that the one called device be disconnected from the calling device.

15. An apparatus according to claim 12, wherein the engine is configured to receive another call management message that requests that the one called device be connected to the calling device via the network, and that the another called device be disconnected from the calling device.

16. An apparatus according to claim 9, wherein the one and another called devices each comprise one of a respective voice response unit (VRU) connected to the network and a respective automatic call distributor (ACD) connected to the network, and the calling device is external to each respective VRU and ACD.

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

a call routing engine to receive a first call management message that causes the engine to initiate establishment of a first connection, via a public network, between one called device and at least one of another called device and a calling device, the calling device being previously connected to the another called device via the network prior to receipt of the message by the engine, the message being initiated by the another called device and including a plurality of information fields;

issuance from the engine of a second call management message for initiating the establishment by the network of said first connection; and

issuance from the engine of a third message to the another called device indicating processing of the first message.

18. Memory according to claim 17, wherein the instructions, when executed, also cause selection by the engine of a destination label in the network that corresponds to the one called device, and specifying the label in the second message.

19. Memory according to claim 18, wherein, in accordance with the first message, the network disconnects the previous connection between the another called device and the calling device, and the network generates the first connection.

20. Memory according to claim 18, wherein, in accordance with the second call management message, the network places the calling device in a hold status and generates the first connection, the first connection being between the another called device and the one called device via the network.

21. Memory according to claim 20, wherein, a request is generated that alternating connections be made, via the network, between the another called device and the one called device, and the another called device and the calling device, respectively.

22. Memory according to claim 20, wherein the instructions, when executed also cause reception by the engine of another call management message that requests that the another called device be connected to the calling device via the network, and that the one called device be disconnected from the calling device.

23. Memory according to claim 20, wherein the instructions, when executed also cause reception by the engine of another call management message that requests that the one called device be connected to the calling device via the network, and that the another called device be disconnected from the calling device.

24. Memory according to claim 17, wherein the one and another called devices each comprise one of a respective voice response unit (VRU) connected to the network and a respective automatic call distributor (ACD) connected to the network, and the calling device is external to each respective VRU and ACD.

25. A call management apparatus comprising:

means for receiving at a call routing engine a first call management message for causing the engine to initiate establishment of a first connection, via a public network, between one called device and at least one of another called device and a calling device, the calling device being previously connected to the another called device via the network prior to receipt of the message at the engine, the message being initiated by the another called device and including a plurality of information fields;

means for issuing from the engine a second call management message for initiating the establishment by the network of said first connection; and

means for issuing from the engine a third message to the another called device indicating processing of the first message.

26. An apparatus according to claim 25, further comprising, selection by the engine of a destination label in the network that corresponds to the one called device, and specifying the label in the second message.

27. An apparatus according to claim 26, wherein, in accordance with the first message, the network disconnects the previous connection between the another called device and the calling device, and the network generates the first connection.

28. An apparatus according to claim 26, wherein, in accordance with the second call management message, the network places the calling device in a hold status and generates the first connection, the first connection being between the another called device and the one called device via the network.

29. An apparatus according to claim 28, wherein, a request is generated that alternating connections be made, via the network, between the another called device and the one called device, and the another called device and the calling device, respectively.

30. An apparatus according to claim 28, further comprising, means for receiving at the engine another call management message that requests that the another called device be connected to the calling device via the network, and that the one called device be disconnected from the calling device.

31. An apparatus according to claim 28, further comprising, means for receiving at the engine another call management message that requests that the one called device be connected to the calling device via the network, and that the another called device be disconnected from the calling device.

32. An apparatus according to claim 25, wherein the one and another called devices each comprise one of a respective voice response unit (VRU) connected to the network and a respective automatic call distributor (ACD) connected to the network, and the calling device is external to each respective VRU and ACD.

33. A call management method comprising:

receiving by a first called device a call through a public network from a calling device;

generating, by said first called device, a first call management message in response to said call;

receiving by a controller said first call management message;

issuing, by said controller, a second call management message to establish a connection from said calling device, via the public network, to a second called device; and

issuing, by said controller, a third call management message to said first called device indicating to said first called device that said first call management message has been processed.

34. A communications system comprising:

a public network;

a calling device;

a first called device connected to said calling device via said public network;

a second called device configured to issue a first call management message;

a controller configured to (i) receive said first call management message, (ii) in response to receiving said first call management message, issue a second call management message to establish a connection from said calling device, via said public network, to said second called device, and (iii) issue a third management message to said first called device indicating to said first called device that said first message has been processed.

35. A computer-readable memory comprising computer-executable instructions for performing the steps of:

receiving a first call management message from a first called device wherein said first called device is connected, via a public network, to a calling device;

in response to receiving said first call management message, issuing a second call management message to establish a connection from said calling device, via said public network, to a second called device; and

issuing a third call management message to said first called device indicating to said called device that said first call management message has been processed.

36. A call management apparatus comprising:

means for receiving a first call management message from a first called device wherein said first called device is connected, via a public network, to a calling device;

means for issuing a second call management message to establish a connection from said calling device, via said public network, to a second called device in response to receiving said first call management message; and

means for issuing a third call management message to said first called device indicating to said called device that said first call management message has been processed.