System and method for processing and routing incoming calls to a communication assistance system
First Claim
1. A communication routing system for use in directory assistance system, said routing system comprising:
- a primary communication routing device at a first operator terminal center in the directory assistance system configured to receive directory assistance communications from requesters at a first directory assistance system, and to determine, for each of said communictaions, whether said communictaions will be handled by said first operator terminal center, or by a second operator terminal center in said directory assistance system among a plurality of operator terminal centers; and
a secondary router at said first operator terminal center in said directory assistance system, said secondary router configured to initially route said communications within said first operator terminal center to said primary communication routing device, andwherein if said primary communication routing device is off-line, said secondary router employs a second default communication distribution process to route said communications among said first operator terminal center, and said plurality of operator terminal centers including said second operator terminal center in said directory assistance system.
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Accused Products
Abstract
A call routing system employs a primary call outing device configured to receive directory assistance calls from callers at a first directory assistance system, and determines, for each of the calls, whether they will be handled by the first directory assistance system, or by a second directory assistance system among a plurality of directory assistance systems. A secondary router is also provided, configured to route the calls within the first directory assistance system to the primary call routing device The secondary router has a default call distribution logic, such that if the primary call routing device is off-line, the secondary call router routes the calls among the first directory assistance system and the plurality of directory assistance systems according to the default distribution logic.
61 Citations
7 Claims
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1. A communication routing system for use in directory assistance system, said routing system comprising:
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a primary communication routing device at a first operator terminal center in the directory assistance system configured to receive directory assistance communications from requesters at a first directory assistance system, and to determine, for each of said communictaions, whether said communictaions will be handled by said first operator terminal center, or by a second operator terminal center in said directory assistance system among a plurality of operator terminal centers; and a secondary router at said first operator terminal center in said directory assistance system, said secondary router configured to initially route said communications within said first operator terminal center to said primary communication routing device, and wherein if said primary communication routing device is off-line, said secondary router employs a second default communication distribution process to route said communications among said first operator terminal center, and said plurality of operator terminal centers including said second operator terminal center in said directory assistance system. - View Dependent Claims (2, 3, 4, 5, 6, 7)
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Specification