Call routing

• US 7,840,236 B2
• Filed: 02/04/2002
• Issued: 11/23/2010
• Est. Priority Date: 11/28/2001
• Status: Expired due to Fees

• Current Assignee: Vertu Corporation Limited
• Original Assignee: Nokia Corporation
• Inventors: Hunt, Lisa
• Primary Examiner(s): Sing; Simon
• Application Number:
  US10/061,165
• Publication Number:
  US 20030100293A1
• Time in Patent Office: 3,214 Days
• Field of Search: 379/88.21, 379/308, 37926501-26512, 455/414.1, 455/404, 455/418, 455/455, 455/456.3, 455/564, 455/417, 455/404.1, 455/414, 705/14
• US Class Current: 455/564
• CPC Class Codes: H04M 1/72466 with selection means, e.g. keys, having functions defined by the mode or the status of the device
• CPC Class Codes: H04M 2203/408 Customer-specific call routing plans
• CPC Class Codes: H04M 2207/18 wireless networks
• CPC Class Codes: H04M 3/42068 where the identifier is used to access a profile
• CPC Class Codes: H04M 3/51 Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing

Abstract

Apparatus and method for routing calls made to a service centre to a call destination able to meet criteria preselected by the caller for the interaction with the service centre.

Claims

1. An apparatus comprising

at least one processor;

and

at least one memory including computer program code,

the at least one memory and the computer program code configured to, with the at least one processor, cause the apparatus to perform at least the following,

independently and locally program at the apparatus a dedicated key of the apparatus to call a predetermined destination service center for a selected one of a plurality of modes of interaction independent of a number and a route for calling the destination service center, wherein the destination service center provides a plurality of call destinations for providing the plurality of modes of interaction, wherein each mode of interaction specifies a manner in which a call is answered, the dedicated key is associated therewith data indicative of the selected of interaction, and the data is provided upon actuation of the dedicated key to select a call destination within the destination service center providing the selected mode of interaction without user intervention; and

update the data associated with the dedicated key so as to enable a call destination providing a different selected mode of interaction upon actuation of the dedicated key.

2. An apparatus according to claim 1, wherein the associated data comprises routing information.

3. An apparatus according to claim 2, wherein the routing information comprises a destination telephone number.

4. An apparatus according to claim 3 wherein the dedicated key is programmed with the destination telephone number.

5. An apparatus according to claim 2, wherein the routing information comprises a destination switch.

6. An apparatus according to claim 1, wherein the apparatus is a mobile terminal, and the selected mode of interaction is defined by a user of the mobile terminal.

7. An apparatus according to claim 1, wherein the apparatus is a mobile terminal, and the selected mode of interaction is defined at purchase of the mobile terminal.

8. An apparatus according to claim 1 wherein the mode of interaction comprises a language selected for information transfer.

9. An apparatus according to claim 1 wherein the mode of interaction comprises gender of a person answering.

10. An apparatus according to claim 1, wherein the selected mode of interaction comprises a mode of operation of communication equipment used to answer the call.

11. An apparatus according to claim 10, wherein the mode of operation of the communication equipment comprises a speakerphone mode.

12. An apparatus according to claim 1, wherein the selected mode of interaction comprises a manner of delivering information when answering a call.

13. An apparatus according to claim 1, wherein the selected mode of interaction comprises a mode of operation of communication equipment used to deliver information when answering a call.

14. A method comprising:

independently and locally programming at a handheld personal communication device a dedicated key on the handheld personal communication device to call a predetermined destination service center for a selected one of a plurality of modes of interaction independent of a number and a route for calling the destination service center, the destination service center providing a plurality of call destinations for providing the plurality of modes of interaction, wherein each mode of interaction specifies the manner in which the call is answered, the dedicated key is associated therewith data indicative of the selected mode of interaction, and the data is provided upon actuation of the dedicated key to select a call destination within the destination service center providing the selected mode of interaction without user intervention; and

updating the data associated with the dedicated key so as to enable a call destination providing a different selected mode of interaction upon actuation of the dedicated key.

15. A method according to claim 14, wherein the associated data comprises routing information.

16. A method according to claim 15, wherein the routing information comprises a destination telephone number.

17. A method according to claim 15, wherein the dedicated key is programmed with the destination telephone number.

18. A method according to claim 14, wherein the routing information comprises a destination switch.

19. A method according to claim 14, wherein the selected mode of interaction is predefined by a user of the handheld device.

20. A method according to claim 14, wherein the selected mode of interaction is defined at purchase of the handheld device.

21. A method according to claim 14 wherein the mode of interaction comprises a language selected for information transfer.

22. A method according to claim 14 wherein the mode of interaction comprises gender of a person answering.

23. A device comprising a dedicated key independently and locally programmed to call a predetermined destination service center,

wherein the dedicated key of the device is independently and locally programmed to call the destination service center for a selected one of a plurality of modes of interaction independent of a number and a route for calling the destination service center,

wherein the destination service center provides a plurality of call destinations for providing the plurality of modes of interaction,

wherein each mode of interaction specifies the manner in which a call is answered, the dedicated key is associated therewith data indicative of the selected mode of interaction, and the data is provided upon actuation of the dedicated key to select a call destination within the destination service center providing the selected mode of interaction without user intervention,

wherein the information transferred is delivered according to delivery parameters and the mode of interaction defines one or more of the delivery parameters but not the information transferred such that the information transferred does not differ between different call destinations, and

wherein the device is configured to update the data associated with the dedicated key so as to enable a call destination providing a different selected mode of interaction upon actuation of the dedicated key.

24. A computer-readable storage medium carrying one or more sequences of one or more instructions which, when executed by one or more processors, cause an apparatus to at least perform the following steps:

independently and locally programming at a handheld personal communication device a dedicated key on the handheld personal communication device to call a predetermined destination service center for a selected one of a plurality of modes of interaction independent of a number and a route for calling the destination service center, the destination service center providing a plurality of call destinations for providing the plurality of modes of interaction, wherein each mode of interaction specifies the manner in which the call is answered, the dedicated key is associated therewith data indicative of the selected mode of interaction, and the data is provided upon actuation of the dedicated key to select a call destination within the destination service center providing the selected mode of interaction without user intervention;

updating the data associated with the dedicated key so as to enable a call destination providing a different selected mode of interaction upon actuation of the dedicated key.

25. A computer-readable storage medium according to claim 24, wherein the associated data comprises routing information.

26. A computer-readable storage medium according to claim 25, wherein the routing information comprises a destination telephone number.

27. A mobile device comprising a dedicated key,

wherein the dedicated key of the device is independently and locally programmed to call a predetermined destination service center for a selected one of a plurality of modes of interaction independent of a number and a route for calling the destination service center,

wherein the destination service center provides a plurality of call destinations for providing the plurality of modes of interaction,

wherein each mode of interaction specifies the manner in which a call is answered, the dedicated key is associated therewith data indicative of the selected mode of interaction, and the data is provided upon actuation of the dedicated key to select a call destination within the destination service center providing the selected mode of interaction without user intervention, and

wherein the mode of interaction is a mode of operation of communication equipment used to answer a call.

28. A mobile device according to claim 27, wherein the associated data comprises routing information.

29. A mobile device according to claim 28, wherein the routing information comprises a destination telephone number.

30. A method, comprising:

independently and locally programming at a handheld personal communication device a dedicated key on the handheld personal communication device to call a predetermined destination service center for a selected one of a plurality of modes of interaction independent of a number and a route for calling the destination service center, the destination service center providing a plurality of call destinations for providing the plurality of modes of interaction, wherein each mode of interaction specifies the manner in which the call is answered, the dedicated key is associated therewith data indicative of the selected mode of interaction, and the data is provided upon actuation of the dedicated key to select a call destination within the destination service center providing the selected mode of interaction without user intervention, and

in response to actuation of the dedicated key, routing a call from the handheld device to a call destination at the destination service center operating in the selected mode of interaction according to the data,

wherein the mode of interaction is a mode of operation of communication equipment used to answer a call.