Method and system for call center screening

• US 7,564,957 B1
• Filed: 10/20/2000
• Issued: 07/21/2009
• Est. Priority Date: 10/20/2000
• Status: Active Grant

• Current Assignee: Verizon Patent and Licensing Incorporated (Verizon Communications Inc.)
• Original Assignee: Verizon Corporate Services Group Incorporated (Verizon Communications Inc.)
• Inventors: Cowell, Douglas J., Narayan, Ravi
• Primary Examiner(s): Kuntz, Curtis
• Assistant Examiner(s): Le, Karen L
• Application Number:
  US09/692,926
• Time in Patent Office: 3,196 Days
• Field of Search: 37926501-2661
• US Class Current: 379/93.07
• CPC Class Codes: H04M 3/323 for the arrangements providing the connection (test connection, test call, call simulation)
• CPC Class Codes: H04M 3/42059 Making use of the calling 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: H04Q 2213/13072 Sequence circuits for call signaling, ACD systems
• CPC Class Codes: H04Q 2213/13164 Traffic (registration, measurement,...)
• CPC Class Codes: H04Q 2213/13166 Fault prevention
• CPC Class Codes: H04Q 2213/13209 ISDN
• CPC Class Codes: H04Q 3/64 Distributing or queueing

Abstract

Methods and systems are provided for call center screening that enable a network service provider to dynamically control service request traffic directed to selected service centers. An Advanced Intelligent Network (AIN) service is configured to intercept calls originating from calling parties and directed to trigger numbers designated for processing predetermined service requests. Depending upon the trigger number, the AIN may play an announcement asking a calling party to designate the service requested. Following a calling party'"'"'s valid response, a second announcement is played asking the calling party to select the type of service associated with the first response. Depending upon the calling party'"'"'s responses and calling party'"'"'s location, the AIN may route the call to selected service centers, in order to control the traffic to overloaded service centers.

Claims

1. A method for routing a call dialed using one of a plurality of numbers, the plurality of numbers comprising a first number associated with a first service, and a second number associated with the first service and a second service, the method comprising the steps of:

receiving data from a customer designating routing destinations for calls and storing the designated routing destinations in a database;

receiving a call dialed using one of the plurality of numbers from a calling party, wherein the call includes a trigger number;

determining whether the trigger number is associated with the first or second number;

based on the determination that the trigger number is associated with the second number, requesting the calling party to select the first or second service;

based on the determination that the trigger number is associated with the first number, requesting the calling party to select one of a plurality of related types of the first service; and

routing the call to one of a plurality of service centers, based upon a response from the calling party to the request and the designated routing destinations indicated by the customer data.

2. The method of claim 1, wherein the step of requesting the calling party to select the first or second service further includes:

requesting the calling party to select a type of the first service in response to the calling party selecting the first service; and

requesting the calling party to select a type of the second service in response to the calling party selecting the second service.

3. The method of claim 2, wherein the routing step further includes:

routing the call to a first service center in response to the calling party selecting a first type of the first service; and

routing the call to a second service center in response to the calling party selecting one of a second type of the first service, a first type of the second service and a second type of the second service.

4. The method of claim 3, wherein routing the call to a second service center further includes:

locating the second service center based upon a calling party number associated with the calling party.

5. The method of claim 3, wherein routing the call to a second service center further includes:

locating the second service center based upon a state from which the calling party initiates the call.

6. The method of claim 5, wherein the calling party is associated with a calling party number, and wherein locating the second service center further includes:

comparing the calling party number with a number plan area table to determine the state from which the calling party initiates the call.

7. The method of claim 3, wherein when the first service center is associated with a first auxiliary service center, the method further including the steps of:

detecting a network fault condition associated with routing the call to the first service center; and

rerouting the call to the first auxiliary service center.

8. The method of claim 7, wherein the first auxiliary service center is the second service center.

9. The method of claim 7, wherein when the second service center is associated with a second auxiliary second service center, the method further including the steps of:

detecting a network fault condition associated with routing the call to the second service center; and

rerouting the call to the second auxiliary service center.

10. The method of claim 9, wherein the second auxiliary service center is the first service center.

11. The method of claim 7, wherein the first service center is associated with a different auxiliary service center, after the customer analyzes a report including data regarding traffic or screening procedures associated with the plurality of service centers.

12. The method of claim 3, wherein when the first service center is associated with a first auxiliary service center, the method further including the steps of:

detecting a traffic overload condition associated with routing the call to the first service center; and

rerouting the call to the first auxiliary service center.

13. The method of claim 2, wherein the first service is ADSL service and the second service is ISDN service and wherein the type of the first service is one of residential and business ADSL service, and the type of the second service is one of residential and business ISDN service.

14. The method of claim 1, further including:

collecting status information associated with the call; and

storing said status information in a status log.

15. The method of claim 14, wherein the status information includes information associated with the service selected by the calling party, the type of service selected by the calling party, the service center to which the call was routed and abandoned calls.

16. The method of claim 14, further including:

utilizing the collected status information to determine where subsequent calls are to be routed.

17. The method of claim 1, wherein the customer designates routing destinations for service calls based on the customer'"'"'s analysis of a report including data regarding traffic or screening procedures associated with the plurality of service centers.

18. The method of claim 1, wherein the designated routing destinations are non-predetermined.

19. The method of claim 1, wherein the calling party and the customer are different entities.

20. A system for routing a call dialed using one of a plurality of numbers, the plurality of numbers comprising a first number associated with a first service, and a second number associated with the first service and a second service, the system comprising:

a calling party node configured to connect a calling party to a network;

a switching node connected to the network for receiving a call dialed using one of a plurality of numbers, the call including a trigger number, from the calling party node through the network;

a switching control node connected to the switching node for receiving data from a customer designating routing destinations for calls, storing the designated routing destinations in a database, and determining a service center to which the call is to be routed, based on the trigger number, service query responses from the calling party, and the designated routing destinations indicated by the customer data,

wherein based on the determination that the trigger number is associated with the first number, said switching control node forwards requests to the calling party to select one of a plurality of related types of the first service, and the calling party generates said service query responses in response to said requests,

a first service center connected to the switching node for processing call requests for the first service; and

a plurality of second service centers connected to the network for processing call requests for the second service.

21. The system of claim 20, wherein the switching control node, based on the determination that the trigger number is associated with the second number, forwards requests to the calling party to select the first or second service, and wherein the service query responses are received in response to the requests.

22. The system of claim 21, wherein the switching control node instructs the switching node to request the calling party node to select a type of the first service in response to the calling party node selecting the first service and request the calling party node to select a type of the second service in response to the calling party node selecting the second service.

23. The system of claim 22, wherein the switching control node instructs the switching node to route the call to the first service center in response to the calling party node selecting a first type of the first service.

24. The system of claim 23, further including:

a first auxiliary service center for receiving the call routed to the first service center when the switching control node detects a network fault in routing the call to the first service center.

25. The system of claim 22, wherein the switching control node instructs the switching node to route the call to one of the plurality of second service centers in response to the calling party node selecting one of a second type of the first service, a first type of the second service and a second type of the second service.

26. The system of claim 25, wherein the switching control node includes a memory device that contains a number plan area table and wherein the switching control node determines the one of the plurality of second service centers by comparing a calling party number associated with the calling party node, with information contained in the number plan area table.

27. The system of claim 26, wherein the switching control node determines a state from which the calling party node is located based upon the comparing of the calling party number with the information contained in the number plan area table.

28. The system of claim 25, further including:

a second auxiliary service center for receiving the call routed to the one of the plurality of second service centers when the switching control node detects a network fault in routing the call to the one of the plurality of second service centers.

29. The system of claim 22, wherein the type of the first service is one of residential and business ADSL service and wherein the type of the second service is one of residential and business ISDN service.

30. The system of claim 21, wherein the first service is ADSL service and the second service is ISDN service.

31. The system of claim 20, further including:

a test call generator connected to the network for generating test calls including a test trigger number directed to the switching node, wherein the test call generator verifies whether the switching control node receives the test call.

32. The system of claim 20, wherein the switching control node includes a service logic program, the system further comprising:

a test call generator connected to the network for generating test calls to verify that the switching control node activates the service logic program in response to the switching node receiving the test calls, wherein the service logic program performs the functions of determining a service center to which the call is to be routed based on the trigger number and service query responses from the calling party.

33. The system of claim 20, wherein the customer designates routing destinations for service calls based on the customer'"'"'s analysis of a report including data regarding traffic or screening procedures associated with the plurality of service centers.

34. A computer program storage device having a computer program being operable to cause a processor to perform a method for routing a call dialed using one of a plurality of numbers, the plurality of numbers comprising a first number associated with a first service, and a second number associated with the first service and a second service, the method comprising the steps of:

receiving a call dialed using one of the plurality of numbers from a calling party, wherein the call includes a trigger number;

receiving data from a customer designating routing destinations for calls and storing the designated routing destinations in a database;

determining whether the trigger number is associated with the first or second number;

based on the determination that the trigger number is associated with the second number, requesting the calling party to select a first or second service;

based on the determination that the trigger number is associated with the first number, requesting the calling party to select one of a plurality of related types of the first service; and

routing the call to one of a plurality of service centers, based upon a response from the calling party to the request and the designating routing destinations indicated by the customer data.

35. The computer program storage device of claim 34, wherein the step of requesting the calling party to select the first or second service, further includes:

requesting the calling party to select a type of the first service in response to the calling party selecting the first service; and

requesting the calling party to select a type of the second service in response to the calling party selecting the second service.

36. The computer program storage device of claim 35, wherein the routing step further includes:

routing the call to a first service center in response to the calling party selecting a first type of the first service; and

routing the call to a second service center in response to the calling party selecting one of a second type of the first service, a first type of the second service and a second type of the second service.

37. The computer program storage device of claim 36, wherein routing the call to a second service center further includes:

locating the second service center based upon a calling party number associated with the calling party.

38. The computer program storage device of claim 36, wherein routing the call to a second service center further includes:

locating the second service center based upon a state from which the calling party initiates the call.

39. The computer program storage device of claim 38, wherein the calling party is associated with a calling party number, and wherein locating the second service center further includes:

comparing the calling party number with a number plan area table to determine the state from which the calling party initiates the call.

40. The computer program storage device of claim 35, wherein the first service is ADSL service and the second service is ISDN service and wherein the type of the first service is one of residential and business ADSL service, and the type of the second service is one of residential and business ISDN service.

41. The computer program storage device of claim 34, wherein the customer designates routing destinations for service calls based on the customer'"'"'s analysis of a report including data regarding traffic or screening procedures associated with the plurality of service centers.

42. The computer program storage device of claim 34, wherein the method further includes the steps of:

collecting status information associated with the call; and

storing said status information in a status log.

43. The computer program storage device of claim 42, wherein the status information includes information associated with the service selected by the calling party, the type of service selected by the calling party, the service center to which the call was routed and abandoned calls.

44. The computer program storage device of claim 42, wherein the method further includes the steps of:

utilizing the collected status information to determine where the service center subsequent calls are to be routed.

45. The computer program storage device of claim 36, wherein the first service center is associated with a first auxiliary service center, the method further including the steps of:

detecting a network fault condition associated with routing the call to the first service center; and

rerouting the call to the first auxiliary service center.

46. The computer program storage device of claim 45, wherein the first auxiliary service center is the second service center.

47. The computer program storage device of claim 45, wherein the second service center is associated with a second auxiliary second service center, the method further includes the steps of:

detecting a network fault condition associated with routing the call to the second service center; and

rerouting the call to the second auxiliary service center.

48. The computer program storage device of claim 47, wherein the second auxiliary service center is the first service center.