Call routing system and method of using the same

• US 8,280,030 B2
• Filed: 12/14/2009
• Issued: 10/02/2012
• Est. Priority Date: 06/03/2005
• Status: Expired due to Fees

• Current Assignee: AT&T Intellectual Property I LP (AT&T, Inc.)
• Original Assignee: AT&T Intellectual Property I LP (AT&T, Inc.)
• Inventors: Korth, Sarah, Knott, Benjamin Anthony, Bushey, Robert R
• Primary Examiner(s): ADDY, THJUAN KNOWLIN
• Application Number:
  US12/637,568
• Publication Number:
  US 20100091978A1
• Time in Patent Office: 1,023 Days
• Field of Search: 379/265.01, 379/114.02, 379/88.03, 379/88.01, 379/142.05, 379/265.02, 379/218.01, 455/410
• US Class Current: 379/265.01
• CPC Class Codes: H04M 2203/2011 Service processing based on information specified by a party before or during a call, e.g. information, tone or routing selection
• CPC Class Codes: H04M 3/42068 where the identifier is used to access a profile
• CPC Class Codes: H04M 3/436 Arrangements for screening incoming calls , i.e. evaluating the characteristics of a call before deciding whether to answer it based on the calling party profile H04M3/42059; based on location H04M3/42348; based on presence H04M3/42365; diversion H04M3/54
• CPC Class Codes: H04M 3/5166 in combination with interactive voice response systems or voice portals, e.g. as front-ends

Abstract

A particular method of using a call routing system includes generating a first action object identifier associated with a task, a first result identifier associated with the task, and a first reason identifier at a first module in response to a call using a processor of the call routing system. The first result identifier has a value that indicates a status of the task. The first reason identifier includes information related to the first result identifier. The method also includes routing the call from the first module to a second module using the processor, based at least in part on the first action object identifier, the first result identifier, and the first reason identifier.

Claims

1. A method of using a call routing system, the method comprising:

generating a first action object identifier associated with a task, a first result identifier associated with the task and having a value that indicates a status of the task, and a first reason identifier that includes information related to the first result identifier at a first module in response at least in part to a call using a processor of the call routing system; and

routing the call from the first module to a second module using the processor, based at least in part on the first action object identifier, the first result identifier, and the first reason identifier.

2. The method of claim 1, wherein the call includes speech of a caller.

3. The method of claim 1, wherein the status of the task indicates whether the task was successful or unsuccessful.

4. The method of claim 1, further comprising:

routing the call to the first module, wherein the first module is an authentication module; and

receiving information regarding authentication information of an account, wherein;

the first action object identifier, the first result identifier, and the first reason identifier are generated, at least in part, based on the information regarding the authentication information; and

routing the call further comprises forwarding the call, the first action object identifier, the first result identifier, and the first reason identifier to the second module.

5. The method of claim 1, further comprising:

routing the call to the first module, wherein the first module is an account status module; and

retrieving account status information of an account associated with a caller of the call;

wherein;

generating the first action object identifier, the first result identifier, and the first reason identifier comprises generating the first action object identifier, the first result identifier, and the first reason identifier at least in part based on the account status information; and

routing the call further comprises forwarding the call, the first action object identifier, the first result identifier, and the first reason identifier to the second module.

6. The method of claim 5, further comprising determining whether the account has a monitor-only status, a restricted status, or a combination thereof.

7. A data processing system comprising:

a processor;

a memory coupled to the processor;

a first module in the memory and executable by the processor to generate, in response to a received call, a first action object identifier associated with a task, a first result identifier associated with the task and having a value that indicates a status of the task, and a first reason identifier that includes information related to the first result identifier; and

a routing module in the memory and executable by the processor to route the received call from the first module to a second module based at least in part on the first action object identifier, the first result identifier, and the first reason identifier.

8. The data processing system of claim 7, further comprising a disposition module configured to:

receive an input signal from a controller or an attendant interaction module;

generate a disposition signal in response at least in part to the input signal; and

transmit the disposition signal to the routing module.

9. The data processing system of claim 7, further comprising:

an attendant interaction module configured to;

transmit the first action object identifier, the first result identifier, and the first reason identifier to a first output port; and

receive an attendant interaction signal from a first input port;

a disposition module configured to;

receive the attendant interaction signal from the attendant interaction module; and

generate a disposition signal in response at least in part to the attendant interaction signal; and

transmit the disposition signal to the routing module,

wherein the routing module is further configured to receive the disposition signal from the disposition module, and wherein the routing module is configured to route the received call from the first module to the second module in response at least in part to the disposition signal.

10. The data processing system of claim 7, wherein the first module is a controller.

11. The data processing system of claim 7, wherein the routing module is configured to:

receive an input signal from a controller, an attendant interaction module, or a disposition module; and

route the received call to a third module in response at least in part to the input signal.

12. The data processing system of claim 7, wherein the first module comprises a passcode authentication module to verify a passcode of a caller of the received call, and wherein the second module comprises an attendant interaction module when user input indicates that the caller does not remember the passcode.

13. A data processing system readable medium having data to be used with a call routing system, wherein the data is embodied within the data processing system readable medium, the data comprising:

instructions to generate a first action object identifier associated with a task, a first result identifier associated with the task and having a value that indicates a status of the task, and a first reason identifier that includes information related to the first result identifier at a first module in response at least in part to a call; and

instructions to route the call from the first module to a second module based at least in part on the first action object identifier, the first result identifier, and the first reason identifier.

14. The data processing system readable medium of claim 13, wherein the call routing system comprises a speech-enabled, self-service call routing system.

15. The data processing system readable medium of claim 13, wherein the data further comprises instructions to transmit the first action object identifier, the first result identifier, and the first reason identifier from the first module to the second module.

16. The data processing system readable medium of claim 13, wherein the data further comprises instructions to interrupt routing of the call in response to an interrupt signal.

17. The data processing system readable medium of claim 13, wherein the data further comprises instructions to route the call, the first action object identifier, the first result identifier, and the first reason identifier to an attendant interaction module, wherein the second module is the attendant interaction module.

18. The data processing system readable medium of claim 17, wherein the data further comprises instructions to generate a disposition signal in response at least in part to an attendant interaction signal.

19. The data processing system readable medium of claim 18, further comprising instructions to route the call from the second module to a third module based at least in part on the disposition signal.

20. The data processing system readable medium of claim 13, wherein the status of the task indicates whether the task was successful or unsuccessful.