Routing calls to call centers
US6522743B1 · kind B1 · utility
Assignee
Inventor
Key dates
| Filing date | Apr 26, 1999 |
| Grant date | Feb 18, 2003 |
| Priority date | — |
| Expiry date | Apr 26, 2019 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04Q3/72
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A system is provided for routing calls. The system includes a plurality of call centers coupled to a public switched telephone network which supports a caller identification feature and a transfer feature. A trunk interface, coupled via a link to the public switched telephone network, receives a call from the public switched telephone network over the link. A database stores customer profile information and call center information. A processor is coupled to the trunk interface and the database. The processor identifies a customer placing the call utilizing the caller identification feature, retrieves from the database customer profile information associated with the identified customer, and selects one of the call centers in response to the customer profile information and the call center information. The processor routes the call to the selected call center, after which the link is released utilizing the transfer feature.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.