System and method for processing and routing incoming calls to a communication assistance system
First Claim
1. A call routing system for use in directory assistance system, said routing system comprising:
- a primary call routing device at a first call center in the directory assistance system configured to receive directory assistance calls from callers and to determine using a first call distribution process, for each of said calls, whether said calls will be handled by said first call center, or by a second call center in said directory assistance system among a plurality of call centers; and
a secondary router at said first call center in said directory assistance system, said secondary router configured to initially route said calls within said first call center to said primary call routing device, and wherein if said primary call routing device is off-line, said secondary call router employs a second default call distribution process to route said calls among said first call center, and said plurality of call centers including said second call center in said directory assistance systems.
1 Assignment
0 Petitions
Accused Products
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.
56 Citations
14 Claims
-
1. A call routing system for use in directory assistance system, said routing system comprising:
-
a primary call routing device at a first call center in the directory assistance system configured to receive directory assistance calls from callers and to determine using a first call distribution process, for each of said calls, whether said calls will be handled by said first call center, or by a second call center in said directory assistance system among a plurality of call centers; and a secondary router at said first call center in said directory assistance system, said secondary router configured to initially route said calls within said first call center to said primary call routing device, and wherein if said primary call routing device is off-line, said secondary call router employs a second default call distribution process to route said calls among said first call center, and said plurality of call centers including said second call center in said directory assistance systems. - View Dependent Claims (2, 3, 4, 5, 6, 7)
-
-
8. A call routing system for use in directory assistance system, said routing system comprising:
-
a primary call routing device at a first call center in the directory assistance system configured to receive directory assistance calls from callers and to determine using a first call distribution process, for each of said calls, whether said calls will be handled by said first call center, or by a second call center among a plurality of call centers; a frequent caller database, configured to store information corresponding to frequent callers; a frequent caller routing module coupled to said primary call routing device configured to determine if a particular caller'"'"'s information is stored in said frequent caller database wherein if said caller'"'"'s information is stored in said frequent caller database, said primary call routing device utilizes said information and determines if said caller is to receive priority call routing 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, and a secondary router at said first call center in said directory assistance system, said secondary router configured to initially route said calls within said first call center to said primary call routing device, and wherein if said primary call routing device is off-line, said secondary call router employs a second default call distribution process to route said calls among said first call center, and said plurality of call centers including said second call center in said directory assistance systems.
-
-
9. A method for routing directory assistance calls within a directory assistance system, said method comprising the steps of:
-
receiving directory assistance calls from callers at a primary call routing device of a first call center in the directory assistance system; determining using a first call distribution process, for each of said calls, whether said calls will be handled by said first call center or by a second call center in said directory assistance system among a plurality of call centers; initially routing said calls in said first call center in said 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, said secondary router using a second default process to route said calls among said first call center, and said plurality of call centers including said second call center in said directory assistance systems. - View Dependent Claims (10, 11, 12, 13, 14)
-
Specification