Method and system for routing a call based on calling device type
First Claim
1. In a communication system in which a device operates under an assigned directory number and has a device type, a method comprising:
- receiving into a network node a request to set up a call from the device to a dialed number;
determining a unique serial number of the device as an indication of the device type, wherein the serial number uniquely identifies the device compared with all other devices; and
based at least in part on the serial number, selecting a destination to which the call should be routed in order to establish a connection to the dialed number, wherein selecting the destination to which the call should be routed comprises at least one of (i) selecting a customer service center to which the call should be routed, in which case the destination comprises the customer service center, (ii) selecting a customer service department to which the call should be routed, in which case the destination comprises the customer service department, (iii) selecting an operator terminal to which the call should be routed, in which case the destination comprises the operator terminal, and (iv) selecting a set of operator terminals to which the call should be routed, in which case the destination comprises the set of operator terminals,wherein selecting the destination based at least in part on the serial number comprises (i) performing a data lookup to determine based on the serial number at least one characteristic of the device selected from the group consisting of manufacturer of the device, and model of the device, and (ii) selecting the destination based at least in part on the at least one determined characteristic of the device.
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Accused Products
Abstract
A method and system for routing a call based on calling device type is disclosed. In a communication network, an originating switch may receive a call request from a calling device seeking to connect with a dialed number. The originating switch may responsively send into a signaling system a call-setup message that conveys information including a calling device type indicator, such as a serial number of the calling device. A controller may then use the calling device type as a basis to select a destination to which the call should be routed in order to facilitate connecting with the dialed number. The invention can be usefully employed to facilitate routing of customer service calls concerning a calling device.
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Citations
16 Claims
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1. In a communication system in which a device operates under an assigned directory number and has a device type, a method comprising:
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receiving into a network node a request to set up a call from the device to a dialed number; determining a unique serial number of the device as an indication of the device type, wherein the serial number uniquely identifies the device compared with all other devices; and based at least in part on the serial number, selecting a destination to which the call should be routed in order to establish a connection to the dialed number, wherein selecting the destination to which the call should be routed comprises at least one of (i) selecting a customer service center to which the call should be routed, in which case the destination comprises the customer service center, (ii) selecting a customer service department to which the call should be routed, in which case the destination comprises the customer service department, (iii) selecting an operator terminal to which the call should be routed, in which case the destination comprises the operator terminal, and (iv) selecting a set of operator terminals to which the call should be routed, in which case the destination comprises the set of operator terminals, wherein selecting the destination based at least in part on the serial number comprises (i) performing a data lookup to determine based on the serial number at least one characteristic of the device selected from the group consisting of manufacturer of the device, and model of the device, and (ii) selecting the destination based at least in part on the at least one determined characteristic of the device. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10)
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11. A method comprising:
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a switch receiving from a cell phone a request to connect a call to a customer service telephone number, the request conveying from the cell phone to the switch (i) a directory number of the cell phone, (ii) a serial number of the cell phone that uniquely identifies the cell phone as compared with all other devices, and (iii) the customer service telephone number; the switch responsively sending a call setup signal into a signaling system, conveying in the call setup signal at least the serial number; the signaling system passing the serial number to a customer service controller; the customer service controller using the serial number as a basis to select a customer service destination for the call, wherein the customer service destination comprises at least one of a customer service center, a customer service department, an operator terminal, and a set of operator terminals, and wherein using the serial number as a basis to select the customer service destination for the call comprises (i) performing a data lookup to determine based on the serial number at least one characteristic of the cell phone selected from the group consisting of manufacturer of the cell phone, and model of the cell phone, and (ii) selecting the customer service destination based at least in part on the at least one determined characteristic of the cell phone; the customer service controller sending a signaling message into the signaling system instructing to route the call to the selected customer service destination; and routing the call to the selected customer service destination. - View Dependent Claims (12, 13, 14)
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15. A system comprising:
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a switch that receives a request to connect a call from a calling device to a called number; and logic for selecting a destination for the call based at least in part on a calling device type; wherein the logic for selecting a destination for the call based at least in part on a calling device type comprises logic for receiving a serial number that uniquely identifies the calling device as compared with all other devices, determining a particular calling device type based on the serial number, and selecting a destination for the call based on the particular calling device type, wherein the calling device type is selected from the group consisting of manufacturer of the calling device, and model of the calling device, and wherein the selected destination comprises at least one of a customer service center, a customer service department, an operator terminal, and a set of operator terminals. - View Dependent Claims (16)
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Specification