Emergency call load management for call centers

• US 6,118,866 A
• Filed: 08/03/1998
• Issued: 09/12/2000
• Est. Priority Date: 08/03/1998
• Status: Expired due to Term

• Current Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Original Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Inventors: Shtivelman, Yuri
• Primary Examiner(s): WEAVER, SCOTT LOUIS
• Application Number:
  US09/128,276
• Time in Patent Office: 771 Days
• Field of Search: 379/265, 379/266, 379/309, 379/210, 379/211, 379/212, 379/213, 379/67.1, 379/88.21, 379/88.22, 379/88.23, 379/88.24, 379/88.25, 379/88.16
• US Class Current: 379/309
• 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 2203/2061 Language aspects
• CPC Class Codes: H04M 3/51 Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing
• CPC Class Codes: H04M 3/5166 in combination with interactive voice response systems or voice portals, e.g. as front-ends
• CPC Class Codes: H04M 3/523 with call distribution or queueing
• CPC Class Codes: H04M 3/5232 Call distribution algorithms

Abstract

An emergency call load handling system in a call network has an interactive voice response (IVR) unit associated with a switching apparatus to which calls may be diverted in special conditions, such as during emergencies or disasters when calls to certain destinations may suddenly increase dramatically. Calls are diverted depending on call destination and/or pre-programmed triggers, such as a call load threshold experienced by the switching apparatus or for a specific destination. The IVR unit in some cases negotiates with callers for priority to further route calls, and may play pre-recorded messages. Low priority calls are typically disposed of to for fire stations, hospitals, government emergency handling centers and the like. In some cases rules may be amended in real time by use of data network connections between call centers and the SCPs involved.

Claims

1. A network-level call load-handling system comprising:

a switching apparatus in a network adapted for routing incoming calls; and

an interactive voice-response (IVR) selective routing unit connected to the switching apparatus, and adapted for processing selected calls;

wherein selected calls are diverted to the IVR unit for negotiation with a calling party, and diverted calls are forwarded, blocked, delayed, or otherwise selectively processed by specific programmed rules based upon call load characteristics experienced by the switching apparatus for calls destined to one or more of the call centers and different call load thresholds are stored and applied for different call centers.

2. The system of claim 1 wherein selective processing comprises playing one or more pre-recorded messages to the calling party.

3. The system of claim 1 wherein the calling party on a diverted call is prompted to enter a code, and upon entry of the code the diverted call is processed according to programmed rules associated with the code.

4. The system of claim 1 wherein the IVR is programmed to handle incoming calls for one or more subscribing call centers, and calls are diverted to the IVR unit based on pre-programmed call-loading levels for each call center.

5. The system of claim 1 wherein the network is a data-network-telephony (DNT)-capable network.

6. The system of claim 5 wherein the DNT-capable network is the Internet.

7. The system of claim 1 wherein the switching apparatus comprises a plurality of telephony switches or routers, and wherein one IVR serves the plurality of switches or routers.

8. A call load-handling system, comprising:

a switching apparatus in a network adapted for receiving and routing incoming calls;

an interactive voice-response (IVR) selective routing unit connected to the switching apparatus; and

one or more call centers connected by one or more telephony trunks to the switching apparatus;

wherein selected calls destined for the one or more call centers are diverted to the IVR unit for negotiation with a calling party, and diverted calls are forwarded, blocked, delayed, or otherwise selectively processed by specific programmed rules based upon call load characteristics experienced by the switching apparatus for calls destined to one or more of the call centers and different call load thresholds are stored and applied for different call centers.

9. The system of claim 8 wherein selective processing comprises playing a pre-recorded message to the calling party.

10. The system of claim 9 wherein callers are prompted to enter a code, and upon entry of the code the call is forwarded to an original destination.

11. A method for handling call loading at a network switching apparatus comprising steps of:

(a) programming diversion criteria in an alternative interactive voice response (IVR) processor, adapted to route calls, including call-loading, experienced by the switching apparatus or by a connected call center;

(b) screening calls for diversion criteria and diverting calls to the IVR when the criteria are met; and

(c) processing the diverted calls according to pre-programmed rules.

12. The method of claim 11 wherein, in step (c) the rules include entry of special codes by a caller to establish priority for processing.