Emergency call load management for call centers

• US 7,016,485 B2
• Filed: 07/28/2004
• Issued: 03/21/2006
• Est. Priority Date: 08/03/1998
• Status: Expired due to Term

• Current Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Original Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Inventors: Shtivelman, Yuri
• Primary Examiner(s): Escalante, Ovidio
• Application Number:
  US10/901,620
• Publication Number:
  US 20050002516A1
• Time in Patent Office: 601 Days
• Field of Search: 379/88.13, 379/88.16, 379/88.17, 379 8822- 8825, 379/67.1, 37921001-21003, 379/211.01, 379/211.02, 379/213.01, 379/214.01, 37926501-26601, 379/308, 379/309, 37911201-1121, 379/917, 370352-357
• US Class Current: 379/266.04
• CPC Class Codes: G06Q 40/04 Trading; Exchange, e.g. stocks, commodities, derivatives or currency exchange
• CPC Class Codes: H04M 3/523 with call distribution or queueing

Abstract

An emergency call load handling system in a call network has an interactive voice response (IVR) unit associated with a switching apparatus to which calls may be diverted in special conditions, such as during emergencies or disasters when calls to certain destinations may suddenly increase dramatically. Calls are diverted depending on call destination and/or pre-programmed triggers, such as a call load threshold experienced by the switching apparatus or for a specific destination. The IVR unit in some cases negotiates with callers for priority to further route calls, and may play pre-recorded messages. Low priority calls are typically disposed of to for fire stations, hospitals, government emergency handling centers and the like. In some cases rules may be amended in real time by use of data network connections between call centers and the SCPs involved.

Claims

1. A network-level transaction load-handling system, comprising:

routing intelligence in a network for receiving, processing, prioritizing and routing incoming transactions to a destination; and

at least one intelligent peripheral in the network communicating with the routing intelligence for negotiating with a transaction initiator to ascertain priority of the transaction;

characterized in that the routing intelligence monitors transaction loading for individual destinations, and transactions are prioritized or otherwise selectively processed using specific programmed rules based upon a specific input provided to the routing unit with or following the transaction, and selected transactions determined to have priority based upon the input and programmed rules are routed to their original destinations, and further characterized in that transaction selection and prioritization may be at least partly based on negotiation with the transaction initiator by the at least one network-level intelligent peripheral.

2. The system of claim 1 wherein selective processing comprises communicating one or more pre-stored messages to an initiator of the transaction.

3. The system of claim 1 wherein the routing intelligence processes transactions based on historical statistics regarding system performance.

4. The system of claim 1 wherein the input provided to the routing intelligence is known to the a transaction initiator prior to initiating the transaction.

5. The system of claim 1 wherein pre-set load thresholds are stored for one or more subscribing destinations, and the routing intelligence is programmed to handle incoming transactions for the one or more subscribing destinations.

6. The system of claim 1 wherein the network is a data-network-telephony (DNT) -capable network.

7. The system of claim 6 wherein the DNT-capable network is the Internet network.

8. A transaction load-handling system, comprising:

routing intelligence in a network for receiving, processing, prioritizing and routing incoming transactions;

one or more subscribing destinations connected by one or more communication links to the routing intelligence; and

at least one intelligent peripheral in the network communicating with the routing intelligence;

wherein the routing intelligence in communication with the at least one intelligent peripheral monitors transaction loading at the subscribing destinations and negotiates with an initiating party and transactions are prioritized or otherwise selected based on pre-set load thresholds set for each of the one or more destinations, selected transactions are prioritized by the routing intelligence based on specific programmed rules and negotiation with, and input provided by the initiating party, selected transactions determined to have high priority are forwarded to their intended destinations, and transactions having low priority are not forwarded to their intended destinations.

9. The system of claim 8 wherein a pre-recorded message is provided to the initiating party of transactions selected by the routing routing intelligence.

10. The system of claim 9 wherein the provided input is known to the initiating party prior to initiating the transaction.

11. A method for handling transaction loading by network routing intelligence, comprising steps of:

(a) programming routing criteria for individual subscribing destination points in in routing intelligence in a network;

(b) screening transactions for selection and prioritization by monitoring transaction loading for each of the subscribing destinations and prioritizing based on pre-set load thresholds for individual ones of the destinations, and diverting calls when the load thresholds are met;

(c) negotiating with, and soliciting input from an initiating party by the routing intelligence;

(d) prioritizing the transaction based on the provided input and programmed routing criteria; and

(e) forwarding high priority transactions to their destinations and not forwarding low priority transactions.

12. The method of claim 11 wherein, in step (c) the input is known to the initiating party prior to initiating the transaction.

13. The method of claim 11 wherein in step (d), the transactions are prioritized or otherwise selectively processed at least partly based on historical statistics regarding system performance.