System and method for processing and routing incoming calls to a communication assistance system

• US 20050148338A1
• Filed: 12/29/2003
• Published: 07/07/2005
• Est. Priority Date: 12/29/2003
• Status: Active Grant

• Current Assignee: Christine Baumeister, Michael Bates, Robert Pines
• Original Assignee: Christine Baumeister, Michael Bates, Robert Pines
• Inventors: Bates, Michael, Pines, Robert, Baumeister, Christine
• Granted Patent: US 8,254,556 B2
• Time in Patent Office: Days
• US Class Current: 455/455
• CPC Class Codes: H04M 2203/551 Call history recording a computer conference H04L12/1831
• CPC Class Codes: H04M 3/12 Marking faulty circuits "busy"; Enabling equipment to disengage itself from faulty circuits ; Using redundant circuits; Response of a circuit, apparatus or system to an error
• CPC Class Codes: H04M 3/42059 Making use of the calling party identifier
• CPC Class Codes: H04M 3/4931 Directory assistance systems
• CPC Class Codes: H04M 3/5191 interacting with the Internet
• CPC Class Codes: H04M 3/5234 Uniform load distribution
• CPC Class Codes: H04M 3/5235 Dependent on call type or called number [DNIS]
• 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 2213/1337 Operator, emergency services
• CPC Class Codes: H04Q 2213/13389 LAN, internet
• CPC Class Codes: H04Q 3/64 Distributing or queueing

Abstract

The present invention is a call routing system for use in directory assistance. The call routing system employs a primary call routing 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.

Claims

1. A call routing system for use in directory assistance, said routing system comprising:

a primary call routing device configured to receive directory assistance calls from callers at a first directory assistance system, and to determine, for each of said calls, whether said calls will be handled by said first directory assistance system, or by a second directory assistance system among a plurality of directory assistance systems; and

a secondary router, said secondary router configured to route said calls within said first directory assistance system to said primary call routing device, said secondary router having a default call distribution logic, wherein if said primary call routing device is off-line, said secondary call router routes said calls among said first directory assistance system and said plurality of directory assistance systems according to said default distribution logic.

2. The call routing system as claimed in claim 1, wherein said secondary router further maintains a means for determine the online/off-line status of said primary call routing device.

3. The call routing system as claimed in claim 1, wherein said directory assistance system further comprises a means for determining the on line/off-line status of said primary call routing device, and delivering information on said status to said secondary router.

4. The call routing system as claimed in claim 1, further comprising a transfer router, said transfer router configured to transfer calls between said directory assistance system and a second directory assistance system via a Wide Area Network (WAN).

6. The call routing system as claimed in claim 4, wherein said secondary router routes a portion of said plurality of said incoming calls to said second directory assistance system when said primary call routing device is off line.

7. The call routing system as claimed in claim 4, further comprising an automatic call distribution call center, configured to receive a portion of said plurality of calls from said secondary router and distribute them among a plurality of operator terminals disposed within said directory assistance system.

8. The call routing system as claimed in claim 7, where in said second directory assistance system further comprises a second automatic call distribution call center configured to receive a portion of said plurality of calls from said secondary router and distribute them among a plurality of operator terminals disposed within said second directory assistance system.

5. The call routing system as claimed in clam 4, wherein said primary call routing device routes a portion of said plurality of said incoming calls to said second directory assistance system when said directory assistance system is experiencing high call volume.

9. A call routing system for use in a directory assistance system, said routing system comprising:

a primary call routing device configured to receive directory assistance calls from callers;

a frequent caller database, configured to store information corresponding to frequent callers; and

a frequent caller routing module, configured to determine if a particular caller'"'"'s information is stored in said frequent caller database and to determine if said caller is to receive priority call routing.

10. The call routing system as claimed in claim 9, wherein said frequent call routing module is located within said primary call routing device.

11. The call routing system as claimed in claim 9, wherein said frequent call routing module is a software application within said primary call routing device.

12. The call routing system as claimed in claim 9, wherein said frequent call routing module is configured to convey the priority call routing decision to said primary call routing device to perform routing of said call.

13. The call routing system as claimed in claim 9, wherein said information corresponding to frequent callers includes a listing of frequent callers to said directory assistance system and the corresponding frequency of their calls.

14. The call routing system as claimed in claim 13, wherein said frequency of calls made to said directory assistance system are stored as calls per month.

15. The call routing system as claimed in claim 9, wherein said information corresponding to frequent callers includes a listing of frequent callers to said directory assistance system are stored in one of a plurality of designated call frequency groups.

16. The call routing system as claimed in claim 15, wherein said frequent caller routing module makes priority routing decisions for incoming calls based on said call frequency group assigned to said caller, in said frequent caller database.

17. The call routing system as claimed in claim 16, wherein said frequent caller routing module attempts to designate a desired predefined percentage of calls of the total numbers of calls to said directory assistance system as priority calls.

18. The call routing system as claimed in claim 17, wherein said desired percentage of calls is 3-5% of the total call volume to said directory assistance system.

19. The call routing system as claimed in claim 17, wherein said frequent caller routing module dynamically adjusts priority routing decisions for incoming calls by changing said call frequency groups that are designated for priority routing so as to maintain said predefined percentage of calls of the total numbers of calls to said directory assistance system, routed as priority calls.

20. The call routing system as claimed in claim 9, wherein said priority call routing includes expediting the handling of said call within said directory assistance system.

21. The call routing system as claimed in claim 9, wherein said priority call routing includes routing said call within said directory assistance system to a particular operator terminal among a plurality of operator terminals.

22. The call routing system as claimed in claim 21, wherein said particular operator terminal is an increased skill operator.

23. A call routing system for use in directory assistance, said routing system comprising:

a primary call routing device configured to receive directory assistance calls from callers at a first directory assistance system, and to determine, for each of said calls, whether said calls will be handled by said first directory assistance system, or by a second directory assistance system among a plurality of directory assistance systems;

a frequent caller database, configured to store information corresponding to frequent callers;

a frequent caller routing module, configured to determine if a particular caller'"'"'s information is stored in said frequent caller database and to determine if said caller is to receive priority call routing, and

a secondary router, said secondary router configured to route said calls within said first directory assistance system to said primary call routing device, said secondary router having a default call distribution logic, wherein if said primary call routing device is off-line, said secondary call router routes said calls among said first directory assistance system and said plurality of directory assistance systems according to said default distribution logic.

24. A method for routing directory assistance calls, said method comprising the steps of:

receiving directory assistance calls from callers at a primary call routing device of a first directory assistance system;

determining, for each of said calls, whether said calls will be handled by said first directory assistance system or by a second directory assistance system among a plurality of directory assistance systems;

routing said calls in said first directory assistance system from a secondary router to said primary call routing device for primary call routing; and

if said primary call routing device is off-line, routing said calls among said first directory assistance system and said plurality of directory assistance systems by a default logic contained in said secondary router.

25. The method as claimed in claim 24, further comprising the step of determining if said primary call routing device is on-line or off-line.

26. The method as claimed in claim 25, further comprising the step of notifying said secondary router of said on-line/off-line status of said primary call routing device.

27. The method as claimed in claim 24, further comprising the step of transferring calls between said first directory assistance system and said second directory assistance system by way of a Wide Area Network (WAN).

28. The method as claimed in claim 24, further comprising the step of transferring calls between said first directory assistance system and said second directory assistance system by way of the Internet.

29. The method as claimed in claim 24, further comprising the step of transferring calls between said first directory assistance system and said second directory assistance system by way of a packet switched network.

30. The method as claimed in claim 24, further comprising the step of transferring calls between said first directory assistance system and said second directory assistance system when said first directory assistance system is experiencing high call volume.

31. A method for routing calls within a directory assistance system, said method comprising the steps of:

receiving a directory assistance call at a primary call routing device;

storing information corresponding to frequent callers in a frequent caller database;

determining if a particular caller'"'"'s information is stored in said frequent caller database; and

determining, at a frequent caller routing module, based on said caller'"'"'s information, if said caller is to receive priority call routing.

32. A method as claimed in claim 31, further comprising the step of storing information corresponding to frequent callers including listing frequent callers to said directory assistance system and the corresponding frequency of their calls.

33. A method as claimed in claim 32 wherein said information corresponding to frequent callers includes a listing of frequent callers to said directory assistance system in a plurality of designated call frequency groups.

34. A method as claimed in claim 33, wherein said frequent caller routing module executes priority call routing decisions based on said designated call frequency groups.

35. A method as claimed in claim 33, wherein said frequent caller routing module designates a desired percentage of calls, of the total number of calls to said directory assistance system, to be handled as priority calls.

36. A method as claimed in claim 35, further comprising the step of dynamically adjusting priority routing decisions for incoming calls by changing said call frequency groups that are designated for priority routing so as to maintain said predefined percentage of calls of the total numbers of calls to said directory assistance system, routed as priority calls.

37. A method as claimed in claim 31, further comprising the step of expediting the handling of a call after a priority routing has been assigned to that call.

38. A method as claimed in claim 31, further comprising the step of routing a call to a particular operator terminal among a plurality of operator terminals after a priority routing has been assigned to that call.