System and method for reducing toll charges to a customer service center using VoIP
First Claim
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1. A system for reducing toll charges for voice communication calls to a customer support entity having at least a first location and a second location, comprising:
- a connection to a toll network;
a connection to a packet switched network;
at least one subsystem that recognizes a call to the first location that bears a higher toll than if the call was placed to the second location;
at least one subsystem that redirects the call to the second location only if a call to the first location bears a higher toll than a call to the second location;
at least one subsystem that receives data packets representing voice of a caller to the customer support entity from the second location;
at least one subsystem that converts the data packets into an analog signal;
at least one subsystem that transmits the analog signal to a customer support representative in the first location; and
at least one subsystem that converts the voice communications of the customer support representative into data packets.
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Abstract
A method and system are disclosed where a call center operator having multiple locations, including a call center is able to utilize existing network infrastructure to route telephone communications to the call center to the location where the lowest toll rate is applicable. The telephone communications are converted into data packets and routed to the call center using VoIP technology. No toll would apply to the transmission of the data to the call center.
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Citations
21 Claims
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1. A system for reducing toll charges for voice communication calls to a customer support entity having at least a first location and a second location, comprising:
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a connection to a toll network; a connection to a packet switched network; at least one subsystem that recognizes a call to the first location that bears a higher toll than if the call was placed to the second location; at least one subsystem that redirects the call to the second location only if a call to the first location bears a higher toll than a call to the second location; at least one subsystem that receives data packets representing voice of a caller to the customer support entity from the second location; at least one subsystem that converts the data packets into an analog signal; at least one subsystem that transmits the analog signal to a customer support representative in the first location; and at least one subsystem that converts the voice communications of the customer support representative into data packets. - View Dependent Claims (2, 3, 4, 5, 6, 7)
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8. A method for reducing toll charges for voice communication calls to a customer support entity having at least a first location and a second location, comprising:
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recognizing a call to the first location that bears a higher toll than if the call was placed to the second location; redirecting the call to the second location only if a call to the first location bears a higher toll than a call to the second location; connecting with a packet switched network at the first location; receiving data packets representing voice of a caller to the customer support entity over the packet switched network from the second location; converting the data packets into an analog signal; transmitting the analog signal to a customer support representative; and converting the customer representative voice signal into data packets. - View Dependent Claims (9, 10, 11, 12, 13, 14)
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15. A computer-readable medium comprising computer-readable instructions for reducing toll charges for voice communication calls to a customer support entity having at least a first location and a second location, said computer-readable instructions comprising:
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instructions to recognize a call to the first location that bears a higher toll than if the call was placed to the second location; instructions to redirect the call to the second location only if a call to the first location bears a higher toll than a call to the second location; instructions to connect with a packet switched network at the first location; instructions to receive data packets representing voice of a caller to the customer support entity over the packet switched network; instructions to convert the data packets into an analog signal; instructions to transmit the analog signal to a customer support representative; and instructions to convert the voice communications of the customer support representative into data packets. - View Dependent Claims (16, 17, 18, 19, 20, 21)
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Specification