Call processing system and service control point for handling calls to a call center

• US 7,881,453 B2
• Filed: 03/06/2006
• Issued: 02/01/2011
• Est. Priority Date: 04/27/1999
• Status: Expired due to Term

• Current Assignee: Sprint Communications Company LP (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): Nguyen; Quynh H
• Application Number:
  US11/369,068
• Publication Number:
  US 20060146806A1
• Time in Patent Office: 1,793 Days
• Field of Search: 379/221.08, 379/221.09, 379/221.11, 379/221.14, 379/265.01, 379/265.02, 379/265.07, 379/265.09, 370/352
• US Class Current: 379/265.01
• CPC Class Codes: H04M 2207/12 intelligent networks
• CPC Class Codes: H04M 3/42102 Making use of the called party identifier
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements
• CPC Class Codes: H04M 3/523 with call distribution or queueing
• CPC Class Codes: H04M 3/5237 Interconnection arrangements between ACD systems
• CPC Class Codes: H04M 7/0033 Notification or handling of incoming calls by a computer
• CPC Class Codes: H04M 7/006 Networks other than PSTN/ISDN providing telephone service, e.g. Voice over Internet Protocol (VoIP) , including next generation networks with a packet-switched transport layer H04L65/00 takes precedence; aspects not specific to the type of network H04M3/00; special services in those networks H04M3/42
• CPC Class Codes: H04M 7/126 Interworking of session control protocols
• CPC Class Codes: H04M 7/128 Details of addressing, directories or routing tables
• CPC Class Codes: H04Q 2213/13072 Sequence circuits for call signaling, ACD systems
• CPC Class Codes: H04Q 2213/13103 Memory
• CPC Class Codes: H04Q 2213/13106 Microprocessor, CPU
• CPC Class Codes: H04Q 2213/13176 Common channel signaling, CCS7
• CPC Class Codes: H04Q 2213/1329 Asynchronous transfer mode, ATM
• CPC Class Codes: H04Q 2213/13299 Bus
• CPC Class Codes: H04Q 2213/13345 Intelligent networks, SCP
• CPC Class Codes: H04Q 3/64 Distributing or queueing

Abstract

A call-handling system and its method of operation are disclosed. The call-handling system comprises a communication system and a call center. The communication system receives a call, and in response, transfers a query. The call center receives and processes the query to select a packet address of a call center resource at the call center. The call center transfers a response indicating the selected packet address of the call center resource. The communication system receives the response indicating the selected packet address of the call center resource and transfers the call to the call center in voice packets having the selected packet address of the call center resource. The call center receives the voice packets having the selected packet address of the call center resource and routes the voice packets to the call center resource based on the selected packet address.

Claims

1. A method of operating a call-handling system, the method comprising:

receiving a call in a communication system, and in response, transferring a query indicating a caller-entered account number from the communication system to a call center;

processing the query in the call center to select a packet address of a call center resource at the call center;

transferring a response from the call center to the communication system indicating the selected packet address of the call center resource;

transferring the call from the communication system to the call center in voice packets having the selected packet address of the call center resource;

routing the voice packets in the call center to the call center resource based on the selected packet address.

2. The method of claim 1 wherein the response indicates caller data and further comprising transferring the caller data to the call center in data packets having the selected packet address and routing the data packets to the call center resource based on the selected packet address.

3. The method of claim 2 wherein the caller data comprises a caller name.

4. The method of claim 2 wherein the caller data comprises a caller address.

5. The method of claim 2 wherein the caller data indicates a previously ordered item.

6. The method of claim 2 further comprising displaying the caller data at the call center resource.

7. The method of claim 1 wherein the call center resource comprises an agent.

8. The method of claim 1 wherein the call center resource comprises a voice response unit.

9. The method of claim 1 wherein selecting the packet address comprises selecting the packet address based on a language used on the call.

10. The method of claim 1 wherein selecting the packet address comprises selecting the packet address based on the caller-entered account number.

11. A call-handling system comprising:

a communication system configured to receive a call, and in response, to transfer a query indicating a caller-entered account number;

a call center configured to receive and process the query to select a packet address of a call center resource at the call center, and to transfer a response indicating the selected packet address of the call center resource;

the communication system is further configured to receive the response indicating the selected packet address of the call center resource and to transfer the call to the call center in voice packets having the selected packet address of the call center resource;

the call center is further configured to receive the voice packets having the selected packet address of the call center resource and route the voice packets to the call center resource based on the selected packet address.

12. The system of claim 11 wherein the response indicates caller data and:

the communication system is further configured to transfer the caller data to the call center in data packets having the selected packet address; and

the call center is further configured to route the data packets to the call center resource based on the selected packet address.

13. The system of claim 12 wherein the caller data comprises a caller name.

14. The system of claim 12 wherein the caller data comprises a caller address.

15. The system of claim 12 wherein the caller data indicates a previously ordered item.

16. The system of claim 12 wherein the call center is further configured to display the caller data at the call center resource.

17. The system of claim 11 wherein the call center resource comprises an agent.

18. The system of claim 11 wherein the call center resource comprises a voice response unit.

19. The system of claim 11 wherein the call center is further configured to select the packet address based on a language used on the call.

20. The system of claim 11 wherein the call center is further configured to select the packet address based on the caller-entered account number.