Call management implemented using call routing engine

• US 7,088,812 B1
• Filed: 05/12/2004
• Issued: 08/08/2006
• Est. Priority Date: 07/20/2000
• Status: Expired due to Term

• 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:
  US10/843,724
• Time in Patent Office: 818 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 are implemented using a call routing engine. In the invention the routing engine centrally controls a public network to facilitate implementation of post-routing call processing of a call. The call routing engine provides switching which makes the public network appear as under the control of a virtual switch. Control of the public network by the call routing engine appearing as a virtual switch may implement post-routing call processing of telephone calls.

Claims

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

receiving at the engine a first message for causing the engine to initiate establishment of a post-routing call processing of a call established through a public network between a calling device and a called device, the message initiated by the called device;

issuing from the engine a second message for initiating the establishment through the public network of the post-routing call processing; and

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

2. The method as in claim 1, further comprising:

establishing as the post-routing call processing a call between the calling device, the called device, and another called device.

3. The method as in claim 1, further comprising:

establishing as the post-routing call processing a call between the calling device and another called device, and removing the called device from the call.

4. The method as in claim 1, further comprising:

establishing as the post-routing call processing a call between the called device and another called device;

placing the calling device in a hold status.

5. The method as in claim 4, further comprising:

disconnecting the another called device;

removing the calling device from the hold status; and

re-establishing a call between the calling device and the called device.

6. The method as in claim 1, further comprising:

controlling the public network by the call routing engine to establish the post-routing call processing.

7. The method as in claim 1, further comprising:

having a voice response unit (VRU) connected to the public network, as the called device.

8. The method as in claim 1, further comprising:

having an automatic call distribution system (ACD) connected to the public network, as the called device.

9. The method as in claim 1, further comprising:

having the calling device external to a VRU, where the VRU includes the called device.

10. The method as in claim 1, further comprising:

having the calling device external to a ACD, where the ACD includes the called device.

11. The method as in claim 1, further comprising:

having the public network a telephone network.

12. The method as in claim 1, further comprising:

having the public network capable of carrying telephone calls.

37. 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.

38. 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.

13. A call management apparatus, comprising:

a call routing engine;

means for receiving at the engine a first message for causing the engine to initiate establishment of a post-routing call processing of a call established through a public network between a calling device and a called device, the message initiated by the called device;

means for issuing from the engine a second message for initiating the establishment through the public network of the post-routing call processing; and

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

14. The apparatus as in claim 13, further comprising:

means for establishing as the post-routing call processing a call between the calling device, the called device, and another called device.

15. The apparatus as in claim 13, further comprising:

means for establishing as the post-routing call processing a call between the calling device and another called device, and removing the called device from the call.

16. The apparatus as in claim 13, further comprising:

means for establishing as the post-routing call processing a call between the called device and another called device;

means for placing the calling device in a hold status.

17. The apparatus as in claim 16, further comprising:

means for disconnecting the another called device;

means for removing the calling device from the hold status; and

means for re-establishing a call between the calling device and the called device.

18. The apparatus as in claim 13, further comprising:

means for controlling the public network by the call routing engine to establish the post-routing call processing.

19. The apparatus as in claim 13, further comprising:

means for having a voice response unit (VRU) connected to the public network as the called device.

20. The apparatus as in claim 13, further comprising:

means for having an automatic call distribution system (ACD) connected to the public network as the called device.

21. The apparatus as in claim 13, further comprising:

means for having the calling device external to a VRU, where the VRU includes the called device.

22. The apparatus as in claim 13, further comprising:

means for having the calling device external to a ACD, where the ACD includes the called device.

23. The apparatus as in claim 13, further comprising:

means for having the public network a telephone network.

24. The apparatus as in claim 13, further comprising:

means for having the public network capable of carrying telephone calls.

25. A call management apparatus, comprising:

a call routing engine, the engine receiving a first message, the first message for causing the engine to initiate establishment of a post-routing call processing of a call established through a public network between a calling device and a called device, the message initiated by the called device;

a second message issued from the engine, the second message for initiating the establishment through the public network of the post-routing call processing; and

a third message issued from the engine to the called device, the third message indicating processing of the first message.

26. The apparatus as in claim 25, the post-routing call processing further comprising:

a call between the calling device, the called device, and another called device.

27. The apparatus as in claim 25, the post-routing call processing further comprising:

a call between the calling device and another called device, and removing the called device from the call.

28. The apparatus as in claim 25, the post-routing call processing further comprising:

a call between the called device and another called device, and the calling device placed in a hold status.

29. The apparatus as in claim 28, further comprising:

the another called device disconnected, the calling device removed from the hold status, and a call re-established between the calling device and the called device.

30. The apparatus as in claim 25, further comprising:

the public network controlled by the call routing engine to establish the post-routing call processing.

31. The apparatus as in claim 25, further comprising:

a voice response unit (VRU) connected to the public network as the called device.

32. The apparatus as in claim 25, further comprising:

an automatic call distribution system (ACD) connected to the public network as the called device.

33. The apparatus as in claim 25, further comprising:

the calling device external to a VRU, where the VRU includes the called device.

34. The apparatus as in claim 25, further comprising:

the calling device external to a ACD, where the ACD includes the called device.

35. The apparatus as in claim 25, further comprising:

the public network is a telephone network.

36. The apparatus as in claim 25, further comprising:

the public network is capable of carrying telephone calls.