Call center communications system for handling calls to a call center

• US 7,830,792 B1
• Filed: 10/03/2003
• Issued: 11/09/2010
• Est. Priority Date: 04/27/1999
• Status: Expired due to Term

• Current Assignee: T-Mobile Innovations LLC (Deutsche Telekom AG)
• Original Assignee: Sprint Communications Company LP (Deutsche Telekom AG)
• Inventors: Jones, Bryce Alan, Khuc, Minh Duy, Coppage, Carl Milton
• Primary Examiner(s): Phan; Tri H
• Application Number:
  US10/678,876
• Time in Patent Office: 2,594 Days
• Field of Search: 370351-354, 370/356, 370/389, 370/392, 370229-230, 379/230, 379/265.02
• US Class Current: 370/230
• CPC Class Codes: H04M 3/36 Statistical metering, e.g. recording occasions when traffic exceeds capacity of trunks
• CPC Class Codes: H04M 3/5191 interacting with the Internet
• CPC Class Codes: H04M 3/5237 Interconnection arrangements between ACD systems
• CPC Class Codes: H04Q 2213/13072 Sequence circuits for call signaling, ACD systems
• CPC Class Codes: H04Q 3/0029 Provisions for intelligent networking

Abstract

The invention provides a call center communication system to handle calls to a call center by obtaining absolute address for a call center resource from a call center resource processor prior to directing the call to the call center resource. The invention includes a first communication system that receives and processes the initial signal to select a call center resource processor and generates and transmits an address query for the call center resource processor. After receiving an address response including an absolute address for the call, the first communication system processes the address response to generate route information to cause a second communication system to route the call to a call center resource in call packets containing the absolute address. The first communication system transmits the route information including the absolute address for the second communication system. After receiving the call through the first communication system, the second communication system routes the call packets including the absolute address for the call center resource. At the call center resource, no translation of the call is needed to direct the call to the call'"'"'s final destination. Therefore, complex routing equipment at the call center resource can be eliminated. Because the absolute address is identified at the call center resource processor, the invention may also transmit service data over the same communications equipment as the call from the network element system to the call center resource. Separate communications equipment at the call center resource for service data can be eliminated.

Claims

1. A method of operating a telecommunications network, the method comprising:

receiving signaling for a voice call;

processing the signaling to generate a query to a call center having a plurality of devices within the call center;

transmitting the query to the call center;

receiving a query response wherein the query response includes a packet address that identifies a device from among the plurality of devices within the call center;

transferring communications for the voice call to the device in packets wherein the packets include headers having the packet address allowing the call to be routed within the call center to the device without requiring translation within the call center.

2. The method of claim 1 further comprising processing the query to identify the packet address based on a caller number.

3. The method of claim 1 further comprising processing the query to identify the packet address based on a time of day.

4. The method of claim 1 further comprising processing the query to identify the packet address based on a day of the week.

5. The method of claim 1 further comprising processing the query to identify the packet address based on a day of the year.

6. The method of claim 1 further comprising processing the query to identify the packet address based on a geographic region.

7. The method of claim 1 further comprising processing the query to identify the packet address based on a called number.

8. The method of claim 1 further comprising processing the query to identify the packet address based on load balancing statistics of call center resources.

9. The method of claim 1 further comprising processing the query to identify the packet address based upon caller entered digits.

10. The method of claim 1 wherein the packet address comprises a hardware address of the device used to receive the call at the call center.

11. The method of claim 10 wherein the packet address comprises a port identifier.

12. The method of claim 10 wherein the packet address comprises a MAC-layer address.

13. The method of claim 10 wherein the packet address comprises an ATM address.

14. A telecommunications system comprising:

a call processing system configured to receive signaling for a voice call, process the signaling to generate a query to a call center having a plurality of devices within the call center, transmit the query to the call center, and receive a query response wherein the query response includes a packet address that identifies a device from among the plurality of devices within the call center; and

a routing system configured to transfer communications for the voice call to the device in packets wherein the packets include headers having the packet address allowing the call to be routed within the call center to the device without requiring translation within the call center.

15. The telecommunications system of claim 14 wherein the query includes a caller number used to identify the packet address.

16. The telecommunications system of claim 14 wherein the query includes a time of day used to identify the packet address.

17. The telecommunications system of claim 14 wherein the query includes a day of the week used to identify the packet address.

18. The telecommunications system of claim 14 wherein the query includes a day of the year used to identify the packet address.

19. The telecommunications system of claim 14 wherein the query includes a geographic region used to identify the packet address.

20. The telecommunications system of claim 14 wherein the query includes a called number used to identify the packet address.

21. The telecommunications system of claim 14 wherein the query includes caller entered digits used to identify the packet address.

22. The telecommunications system of claim 14 wherein the packet address comprises a hardware address of the device used to receive the call at the call center.

23. The telecommunications system of claim 22 wherein the packet address comprises a port identifier.

24. The telecommunications system of claim 22 wherein the packet address comprises a MAC-layer address.

25. The telecommunications system of claim 22 wherein the packet address comprises an ATM address.