Telecommunications architecture for call center services using advanced interactive voice responsive service node

• US 6,366,658 B1
• Filed: 05/07/1998
• Issued: 04/02/2002
• Est. Priority Date: 05/07/1998
• Status: Expired due to Term

• Current Assignee: Verizon Patent and Licensing Incorporated (Verizon Communications Inc.)
• Original Assignee: MCI Communications Corporation (Verizon Communications Inc.)
• Inventors: Moldenhauer, Judy A., Holmes, Allen, Bjornberg, Greg, Hamilton, Patrick, Santa, Phyllis D., Hutton, Daniel
• Primary Examiner(s): Smith, Creighton
• Assistant Examiner(s): AGDEPPA, HECTOR A
• Application Number:
  US09/074,096
• Time in Patent Office: 1,426 Days
• Field of Search: 379/265, 379/266, 379/309, 379/212, 379/88.18
• US Class Current: 379/221.08
• CPC Class Codes: H04M 2207/12 intelligent networks
• CPC Class Codes: H04M 3/493 Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals
• CPC Class Codes: H04M 3/51 Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing
• CPC Class Codes: H04Q 3/0029 Provisions for intelligent networking

Abstract

A telecommunications network that handles call center calls by providing advanced interactive voice response (IVR) services using a next generation service node (NGSN). The NGSN nodes combine with several other interacting network components to provide a scaleable architecture which allows several different, customized and flexible call center services to be performed for telecommunications service provider customers. In addition the network includes virtual call routers, parking managers, host connect gateways, report servers, advanced network databases, data access points, and data gateways to deliver calls to customer call centers with various features enabled.

Claims

1. A system for handling call center calls on a telecommunications network and providing advanced interactive voice response services comprising:

receiving means for receiving a call routing query for a call from the telecommunications network, where said call routing query uses a carrier messaging system;

processing means for processing said call routing query to determine a physical routing address and an application identifier based on predetermined criteria;

requesting means for requesting resources on a next generation service node where said next generation service node is identified by said physical routing address;

translating means for translating said call routing query from said carrier messaging system to a telecommunication service provider'"'"'s proprietary signaling protocol which is understood by said next generation service node;

establishing means for establishing a connection between said call and said next generation service node;

retrieving means for retrieving a customer application file from a shared disk array, where said customer application file is selected based on said application identifier; and

executing means for executing said customer application file to perform the interactive voice response services for said call.

2. The system of claim 1, wherein said processing means comprises:

means for translating the dialed number of said call based on at least one of;

(i) time of day; and

(ii) a load balancing algorithm.

3. The system of claim 1, wherein said requesting means comprises:

means for parking said call when said resources on said next generation service node are unavailable.

4. The system of claim 1, wherein said executing means comprises:

means for accessing a customer host computer via a customer host gateway where said customer host computer is located remotely from said next generation service node; and

means for retrieving data from said customer host computer via said customer host gateway.

5. A system for handling call center calls on a telecommunications network and providing advanced interactive voice response services comprising:

a plurality of next generation service nodes for performing interactive voice response (IVR) services;

a plurality of data access points to route calls from the telecommunications network to said plurality of next generation service nodes;

a signaling gateway which translates between the signaling system used in the telecommunications network and a proprietary signaling protocol used in said plurality of next generation service nodes;

a service creation environment which allows a customer to create application files to be performed on said plurality of next generation service nodes; and

a local support element that collects alarms generated by each of said plurality of next generation service nodes during execution of said application files.

6. A method for handling call center calls on a telecommunications network and providing advanced interactive voice response services comprising the steps of:

(1) receiving a call routing query for a call from the telecommunications network, where said call routing query uses a carrier messaging system;

(2) processing said call routing query to determine a physical routing address and an application identifier based on predetermined criteria;

(3) requesting resources on a next generation service node where said next generation service node is identified by said physical routing address;

(4) translating said call routing query from said carrier messaging system to a telecommunication service provider'"'"'s proprietary signaling protocol which is understood by said next generation service node;

(5) establishing a connection between said call and said next generation service node;

(6) retrieving a customer application file from a shared disk array, where said customer application file is selected based on said application identifier; and

(7) executing said customer application file to perform the interactive voice response services for said call.

7. The method of claim 6, wherein step (2) comprises the step of:

translating the dialed number of said call based on at least one of;

(i) time of day; and

(ii) a load balancing algorithm.

8. The method of claim 6, wherein step (3) comprises the step of:

parking said call when said resources on said next generation service node are unavailable.

9. The method of claim 6, wherein step (7) comprises the steps of:

(a) accessing a customer host computer via a customer host gateway where said customer host computer is located remotely from said next generation service node; and

(b) retrieving data from said customer host computer via said customer host gateway.