Routing a VoIP call with contextual information
First Claim
1. A system for collecting and transmitting contextual information to route a communication channel connection, comprising:
- a processor;
a computer readable medium;
an operating system stored on the computer-readable medium;
a process operating under control of the operating system and configured to perform operations, comprising;
identifying a destination of the communication channel;
determining a first set of contextual information to be collected that is associated with a caller;
collecting the first set of contextual information;
wherein the first set of contextual information comprises a requested service, a type of device of the caller, available media types, and preferences of the caller;
after collecting the first set of contextual information, sending a signal to initiate the communication channel connection with the destination and transmitting the first set of contextual information to the destination over the communication channel using contextual data packets;
wherein the communication channel is used to transmit and receive the contextual data packets and conversational data packets;
wherein the conversation data packets are for conversation data and the contextual data packets are for data other then the conversation data;
receiving a response from the destination; and
collecting additional contextual information that is associated with the caller during a time of a conversation between the caller and the destination and transmitting the additional contextual information over the communication channel using the contextual data packets.
1 Assignment
0 Petitions
Accused Products
Abstract
A method and system for routing a call connection signal and corresponding contextual information to an appropriate destination is provided. A call center and at least one user may exchange signals, and/or contextual information during a call set-up phase. Relevant contextual information and other detailed information may be identified and collected from their corresponding sources. Based on the relevant contextual information and other detailed information, one or more appropriate routed destinations may be determined. In addition, contextual information may be tailored for each of the determined routed destinations. The call connection signal and the tailored contextual information are routed to each routed destination. In this manner, necessary contextual information may be readily available for the routed destination at the time of the call connection and thus the routed destination can provide a faster service.
41 Citations
20 Claims
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1. A system for collecting and transmitting contextual information to route a communication channel connection, comprising:
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a processor; a computer readable medium; an operating system stored on the computer-readable medium; a process operating under control of the operating system and configured to perform operations, comprising; identifying a destination of the communication channel; determining a first set of contextual information to be collected that is associated with a caller; collecting the first set of contextual information;
wherein the first set of contextual information comprises a requested service, a type of device of the caller, available media types, and preferences of the caller;after collecting the first set of contextual information, sending a signal to initiate the communication channel connection with the destination and transmitting the first set of contextual information to the destination over the communication channel using contextual data packets;
wherein the communication channel is used to transmit and receive the contextual data packets and conversational data packets;
wherein the conversation data packets are for conversation data and the contextual data packets are for data other then the conversation data;receiving a response from the destination; and collecting additional contextual information that is associated with the caller during a time of a conversation between the caller and the destination and transmitting the additional contextual information over the communication channel using the contextual data packets. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9)
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10. A system for routing a communication channel signal to a destination and providing contextual information tailored for the destination, comprising:
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a processor; a computer readable medium; an operating system stored on the computer-readable medium; a process operating under control of the operating system and configured to perform operations, comprising; receiving an incoming request to initiate a communication channel; upon determining whether contextual information associated with the communication channel has been received, processing the contextual information; transmitting a response in accordance with the processed contextual information; upon determining a destination for the communication channel using the contextual information, routing the incoming request and at least a subset of the contextual information to the destination; and after determining the destination using the contextual information, establishing the communication channel through which the destination exchanges conversation data with a caller using conversational data packets and contextual data using contextual data packets;
wherein additional contextual information is collected during a time of a conversation between the caller and the destination and exchanged over the communication channel using the contextual data packets. - View Dependent Claims (11, 12, 13, 14, 15, 16)
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17. A system for routing a request signal for establishing a communication channel and relevant contextual information, comprising:
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an interface component for receiving the request signal for establishing a communication channel, for receiving contextual information relating to a calling party before establishing the communication channel, and obtaining additional information; a routing component for determining a destination based on the contextual information and the obtained additional information, and forwarding the request and appropriate contextual information to the destination;
wherein the destination and the calling party exchange voice information using conversational data packets over the communication channel and contextual information using contextual data packets over the communication channel; anda storage component for storing several sets of information which includes detailed information relating to history, previous communications and the destination, and information relating to the calling party including the contextual information and the obtained additional information. - View Dependent Claims (18, 19, 20)
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Specification