U.S. patent application number 11/020375 was filed with the patent office on 2006-07-06 for process for dynamic call routing in real time.
This patent application is currently assigned to Metro Enterprises, Inc.. Invention is credited to Jonathan A. Gonen, Shlomo Gonen, Danny Rosen.
Application Number | 20060147006 11/020375 |
Document ID | / |
Family ID | 36597303 |
Filed Date | 2006-07-06 |
United States Patent
Application |
20060147006 |
Kind Code |
A1 |
Gonen; Shlomo ; et
al. |
July 6, 2006 |
PROCESS FOR DYNAMIC CALL ROUTING IN REAL TIME
Abstract
A dynamic call routing system includes establishing a plurality
of service provider accounts. The service providers submit bids for
a per-call charge. A call list is created wherein the service
providers are ranked from the highest bidder to the lowest bidder.
A telephone call received from a potential customer is routed to
the highest ranked bidder service provider on the call list. If the
call is not answered or rejected, the call is rerouted to the next
highest ranked service provider on the call list. The service
provider's account who has received the telephone call is charged
the pre-call amount bid by that service provider.
Inventors: |
Gonen; Shlomo; (Calabasas,
CA) ; Gonen; Jonathan A.; (Calabasas, CA) ;
Rosen; Danny; (Valley Village, CA) |
Correspondence
Address: |
KELLY LOWRY & KELLEY, LLP
6320 CANOGA AVENUE
SUITE 1650
WOODLAND HILLS
CA
91367
US
|
Assignee: |
Metro Enterprises, Inc.
|
Family ID: |
36597303 |
Appl. No.: |
11/020375 |
Filed: |
December 22, 2004 |
Current U.S.
Class: |
379/114.11 ;
379/111 |
Current CPC
Class: |
H04M 2215/46 20130101;
G06Q 30/04 20130101; H04M 2215/0168 20130101; H04M 2215/745
20130101; H04M 15/49 20130101; H04M 15/8044 20130101; H04M 2215/54
20130101; H04M 2215/42 20130101; H04M 15/00 20130101; H04M 15/805
20130101; H04M 2215/7457 20130101; G06Q 10/087 20130101; H04M 15/51
20130101 |
Class at
Publication: |
379/114.11 ;
379/111 |
International
Class: |
H04M 15/00 20060101
H04M015/00 |
Claims
1. A process for dynamic call routing, comprising the steps of:
establishing accounts for a plurality of service providers;
permitting the plurality of service providers to bid against one
another for a per-call charge; creating a call list comprised of
the service providers ranked from the highest bidder service
provider to the lowest bidder service provider; receiving a
telephone call from a customer; routing the telephone call from the
customer to the highest ranked bidder service provider on the call
list; rerouting the customer call to a next highest ranked service
provider on the call list if the highest ranked service provider
does not answer the call within a predetermined number of rings;
and charging the service provider account receiving the telephone
call the per-call amount bid by the service provider.
2. The process of claim 1, including the step of providing a
telephone number suggestive of a group of service providers.
3. The process of claim 2, wherein the telephone number comprises a
toll-free telephone number.
4. (canceled)
5. The process of claim 1, including the step of notifying a
service provider when its bidding ranking has changed.
6. The process of claim 5, including the step of permitting the
service providers to enter new bids.
7. The process of claim 1, wherein the account establishing step
includes the step of permitting the service providers to select one
or more call lists.
8. The process of claim 1, wherein the call list creating step
includes the step of creating call lists based on geographic
location.
9. The process of claim 8, wherein the telephone call routing step
includes the step of determining the geographic location of the
customer, and selecting a call list based on that geographic
location.
10. The process of claim 9, wherein the geographic location
determining step includes the step of automatically routing the
customer by use of telephone number derived from caller
identification.
11. The process of claim 9, wherein the geographic location
determining step includes the step of prompting the customer to
provide geographic location information to route the customer to a
service provider call list with a corresponding geographic
location.
12. The process of claim 11, wherein the prompting step comprises
speech recognition or telephone keypad entry.
13. The process of claim 1, including the step of prompting the
customer to make a selection either before being routed to a
service provider, or after being routed to the service
provider.
14. The process of claim 13, wherein the customer selection is
accomplished using speech recognition or telephone keypad
entry.
15. The process of claim 1, including the step of establishing a
minimum per-call charge bid for each call received.
16. The process of claim 1, including the step of the service
providers depositing funds into their accounts, and wherein the
charging step comprises the step of automatically deducting from
the service provider's account the service provider's per-call bid
amount after the service provider receives a call.
17. The process of claim 16, including the step of making available
the account status to the service providers.
18. The process of claim 16, including the step of removing a
service provider from the call list of providers when the service
provider's account balance reaches a level where a received call
cannot be paid for by the account balance.
19. The process of claim 18, including the step of notifying a
service provider when its account balance reaches a level where a
received call cannot be paid for by the account balance.
20. The process of claim 1, including the step of permitting a
service provider, to whom the customer call is routed, to accept or
reject the call.
21. The process of claim 20, wherein the acceptance or rejection
occurs by speech recognition or telephone keypad entry.
22. The process of claim 21, including the step of rerouting the
customer call to the next highest ranked service provider on the
call list, if the highest ranked service provider does not accept
the call.
23. The process of claim 2, including the step of using a promoter
to advertise the telephone number to customers and obtain service
provider accounts.
24. The process of claim 23, wherein a system host and the promoter
share the per-call charge to the service provider accounts.
25. A process for dynamic call routing, comprising the steps of:
establishing accounts for a plurality of service providers;
permitting the plurality of service providers to bid against one
another for a per-call charge; creating a call list comprised of
the service providers ranked from the highest bidder service
provider to the lowest bidder service provider; permitting the
service providers to enter new bids, and notifying a service
provider when its bidding ranking has changed; receiving a
telephone call from a customer; routing the telephone call from the
customer to the highest ranked bidder service provider on the call
list; rerouting the customer call to a next highest ranked service
provider on the call list if the highest ranked service provider
does not answer the call within a predetermined number of rings;
and charging the service provider account receiving the telephone
call the per-call amount bid by the service provider.
26. The process of claim 25, including the step of providing a
toll-free telephone number suggestive of a group of service
providers.
27. The process of claim 25, wherein the account establishing step
includes the step of permitting the service providers to select one
or more call lists.
28. The process of claim 25, wherein the call list creating step
includes the step of creating call lists based on geographic
location, and wherein the telephone call routing step includes the
step of determining the geographic location of the customer, and
selecting a call list based on that geographic location.
29. The process of claim 28, wherein the geographic location
determining step includes the step of automatically routing the
customer by use of telephone number derived from caller
identification.
30. The process of claim 28, wherein the geographic location
determining step includes the step of prompting the customer to
provide geographic location information by speech recognition or
telephone keypad entry to route the customer to a service provider
call list with a corresponding geographic location.
31. The process of claim 25, including the step of prompting the
customer to make a selection speech recognition or telephone keypad
entry either before being routed to a service provider, or after
being routed to the service provider.
32. The process of claim 25, including the step of establishing a
minimum per-call charge bid for each call received.
33. The process of claim 25, including the step of the service
providers depositing funds into their accounts, and wherein the
charging step comprises the step of automatically deducting from
the service provider's account the service provider's per-call bid
amount after the service provider receives a call.
34. The process of claim 33, including the step of making available
the account status to the service providers.
35. The process of claim 33, including the step of removing a
service provider from the call list of providers when the service
provider's account balance reaches a level where a received call
cannot be paid for by the account balance.
36. The process of claim 35, including the step of notifying a
service provider when its account balance reaches a level where a
received call cannot be paid for by the account balance.
37. The process of claim 25, including the step of permitting a
service provider to whom the customer call is routed to accept or
reject the call by speech recognition or telephone keypad entry,
and rerouting the customer call to the next highest ranked service
provider on the call list if the highest ranked service provider
does not accept the call.
38. The process of claim 25, including the step of using a promoter
to advertise a telephone number to customers and obtain service
provider accounts, wherein a system host and the promoter share the
per-call charge to the service provider accounts.
39. A process for dynamic call routing, comprising the steps of:
establishing accounts for a plurality of service providers, wherein
the service providers deposit funds into their accounts; making
available account status to the service providers; permitting the
plurality of service providers to bid against one another for a
per-call charge; creating a call list comprised of the service
providers ranked from the highest bidder service provider to the
lowest bidder service provider; permitting the service providers to
enter new bids, and notifying a service provider when its bidding
ranking has changed; receiving a telephone call from a customer;
routing the telephone call from the customer to the highest ranked
bidder service provider on the call list; rerouting the customer
call to a next highest ranked service provider on the call list if
the highest ranked service provider does not answer the call within
a predetermined number of rings; and automatically deducting from
the service provider's account the service provider's per-call bid
amount after the service provider receives a call; removing a
service provider from the call list of service providers when the
service provider's account balance reaches a level where a received
call cannot be paid for by the account balance; and notifying a
service provider when its account balance reaches a level where a
received call cannot be paid for by the account balance.
40. The process of claim 39, including the step of providing a
toll-free telephone number suggestive of a group of service
providers.
41. The process of claim 39, wherein the account establishing step
includes the step of permitting the service providers to select one
or more call lists.
42. The process of claim 39, wherein the call list creating step
includes the step of creating call lists based on geographic
location, and wherein the telephone call routing step includes the
step of determining the geographic location of the customer, and
selecting a call list based on that geographic location.
43. The process of claim 42, wherein the geographic location
determining step includes the step of automatically routing the
customer by use of telephone number derived from caller
identification.
44. The process of claim 42, wherein the geographic location
determining step includes the step of prompting the customer to
provide geographic location information by speech recognition or
telephone keypad entry to route the customer to a service provider
call list with a corresponding geographic location.
45. The process of claim 39, including the step of prompting the
customer to make a selection speech recognition or telephone keypad
entry either before being routed to a service provider, or after
being routed to the service provider.
46. The process of claim 39, including the step of establishing a
minimum per-call charge bid for each call received.
47. The process of claim 39, including the step of permitting a
service provider, to whom the customer call is routed, to accept or
reject the call by speech recognition or telephone keypad entry,
and rerouting the customer call to the next highest ranked service
provider on the call list if the highest ranked service provider
does not accept the call.
48. The process of claim 39, including the step of using a promoter
to advertise a telephone number to customers and obtain service
provider accounts, wherein a system host and the promoter share the
per-call charge to the service provider accounts.
Description
BACKGROUND OF THE INVENTION
[0001] The present invention generally relates to telephone call
routing. More particularly, the present invention relates to a
process for dynamic call routing, wherein customer calls are routed
to member service providers.
[0002] Consumers interested in acquiring services must first find a
service provider who is capable of providing the required services.
Typically, this means perusing a telephone directory and selecting
a service provider from the often long list of service providers.
In some areas of the country, this requires that the consumer
determine which service providers are sufficiently close to the
consumer geographically so as to attend to their needs in a
reasonable time frame and for a reasonable cost. This process can
become frustrating and time consuming, particularly if the consumer
must leave messages for service providers who are not currently
available to take their calls. In such an instance, the consumer is
faced with the choice of leaving a message and hoping that the
service provider will contact them shortly, or leaving multiple
messages with multiple service providers until reaching a service
provider who is available, and then dealing with the return call of
service providers whose service is no longer necessary.
[0003] Many consumers now own computers and have access to the
Internet. Searches can be conducted to find service providers on
the Internet. Some of these service providers have web-sites which
provide information that can be valuable to the consumer, including
a telephone number to reach the service provider. Traditionally,
service providers and other businesses on the Internet have paid
for each "hit" or each time an on-line user clicks or otherwise
selects their link to arrive at their web-site. This requires two
steps, identifying a service provider on a web-site and then
generating a phone call. Moreover, such hits have been found not to
be overly promising as the on-line user may select and view several
web-sites before calling a business or service provider.
Accordingly, such "hits" often typically only costs the business a
few cents actually as acquiring business from the hit is
unlikely.
[0004] There are many disadvantages, however, that present
themselves to the consumers that conduct on-line shopping for
service providers. First, appropriate Internet searches must be
conducted in order to arrive at the service providers in question.
Next, similar to the telephone directory, the on-line customer must
determine which service providers are in their geographic location
or which suits their service needs, and select among a plurality of
the service providers. This, of course, assumes that the customer
owns a computer and has the necessary Internet connection.
Moreover, it is estimated that approximately seventy percent (70%)
of small and medium businesses do not have active web-sites. Thus,
there are millions of service providers such as restaurants,
plumbers, and other small businesses that do not do transactions
on-line or have any web presence whatsoever.
[0005] Ingenio, Inc., has developed an on-line based pay-per call
system for routing telephone calls made by consumers to
advertisers, as disclosed in U.S. Pat. No. 6,704,403. The
advertiser, such as a service provider, registers so as to have its
name and telephone number (typically a unique toll free number for
that particular service provider/advertiser) presented on the
Internet. When an on-line consumer searches for a particular
service, a list of service providers/advertisers is presented to
the consumer. A consumer can select from this list and dial a
telephone number. The call is directly routed to the service
provider. If the service provider is not available, a message is
left with the service provider. The service provider only pays a
predetermined flat fee for each call made to its telephone number.
Thus, the service provider does not need to pay for dead-end "hits"
or maintain a web-site or other Internet presence.
[0006] However, the Ingenio system also has several drawbacks.
First, the consumer must have a computer and Internet access. Next,
the consumer must conduct an on-line search to find the list of
service providers for the service that the consumer is in need of,
as well as in the consumer's geographic location if the system
provides such specificity. The consumer then selects a single
service provider, and if that service provider is not available the
consumer must leave a message. Although the '403 patent discloses
technology which enables the service provider to easily return the
consumer's telephone call, the consumer is still left with the
unenviable option of waiting for the service provider to return his
or her call, or calling other service providers on the list. Of
course, this still costs the service providers who received the
call, but were not able to take the call at that time. While
benefitting various service providers who otherwise do not have an
Internet presence, the Ingenio system does little to benefit the
consumer.
[0007] Accordingly, there is a continuing need for a dynamic call
routing system or process which charges a service provider only for
calls received, but which meets the needs of the customer as well,
thus overcoming the drawbacks described above. The present
invention fulfills this need and provides other related
advantages.
SUMMARY OF THE INVENTION
[0008] The present invention resides in a process for dynamic call
routing that is designed to only charge service providers for
received calls, while not requiring potential customers to own a
computer or have Internet access. The system of the present
invention is also preferably designed such that the potential
customer is presented with a live call, instead of leaving a
message.
[0009] The process of the present invention generally comprises
establishing accounts for a plurality of service providers. The
service providers bid against one another for a per-call charge.
Typically, a minimum per-call charge for each call received is
established. A call list comprising a plurality of service
providers ranked from the highest bidder to the lowest bidder is
created. When a telephone call is received from a customer, the
telephone call is routed from the customer to the highest ranked
bidder service provider on the call list. The service provider
account receiving the telephone call is then charged the per-call
amount bid by the service provider.
[0010] Preferably, the telephone number is a toll-free telephone
number suggestive of a group of service providers. A promoter may
be used to advertise the telephone number to customers and obtain
service provider accounts. In such a case, the system host, or
owner of the process, and the promoter of the process share the
per-call charge to service provider account.
[0011] The service providers deposit funds into their accounts such
that the per-call charge can be automatically deducted from the
service provider's account after the service provider receives a
call. The account status is available to the service provider
through e-mail, account log-in, telephone, customer support or
mail. A service provider is removed from the call list when that
service provider's account balance reaches a level where a received
call cannot be paid for by the account's balance as the service
provider's per-call bid exceeds the account balance. The service
provider is notified when its account balance reaches a level where
a received call cannot be paid for by the account balance.
[0012] In a particularly preferred embodiment, the bidding between
service providers is ongoing such that the service providers are
allowed to enter new bids for the per-call charge. A service
provider is notified when its bidding ranking on the call list has
changed. Although call lists are typically created according to
service provider type and geographic locations, the invention
contemplates permitting the service providers to select one or more
call lists, such as when they provide a plurality of services or
extend into a plurality of geographic locations.
[0013] Typically, when a customer calls, the geographic location of
the customer is determined so as to select a call list based on
that geographic location. This may be done automatically by
deriving the geographic location from the customer's telephone
caller identification. Alternatively, the customer is prompted to
provide the geographic location information to route the service
provider to a call list with the corresponding geographic location.
Such prompting may be done by speech recognition or telephone
key-pad entry. In some instances, the customer may be prompted to
make a selection before being routed to a service provider, or
after being routed to a service provider. This can be done by
speech recognition or telephone keypad entry.
[0014] The customer's call is directed to the highest ranked
bidding service provider on the call list. However, if the highest
ranked service provider does not answer the call within a
predetermined number of rings, the customer call will be rerouted
to the next highest ranked service provider on the call list.
Alternatively, the highest ranked service provider is permitted to
accept or reject a call, such as by speech recognition or telephone
key pad entry. If the highest ranked service provider does not
accept a call, the call is rerouted to the next highest ranked
service provider on the call list.
[0015] Other features and advantages of the present invention will
become apparent from the following more detailed description, taken
in conjunction with the accompanying drawings, which illustrate, by
way of example, the principles of the invention.
BRIEF DESCRIPTION OF THE DRAWINGS
[0016] The accompanying drawings illustrate the invention. In such
drawings:
[0017] FIG. 1 is a flow chart depicting the steps taken in setting
up a system embodying the present invention;
[0018] FIG. 2 is a flow chart depicting the steps for creating
service provider accounts and service provider per-call charge
bidding, in accordance with the present invention; and
[0019] FIG. 3 is a flow chart depicting the steps taken when a
customer calls for a service provider in accordance with the
present invention.
DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS
[0020] As shown in the accompanying illustrations, for purposes of
illustration, the present invention resides in a dynamic call
routing process for linking customers who are in need of goods or
services with such a service provider. As will be more fully
described herein, the present invention provides benefits both to
the potential customers, as well as to the service provider.
[0021] With reference now to FIG. 1, the call routing system and
process of the present invention is first established. Although the
owner to the rights to the invention could serve as a host
nationwide, or even in a given geographic area, more typically,
promoters (P) are used to create accounts in the system (100). That
is, the promoter may negotiate in order to have a certain
geographic territory or a certain type of service provider. The
promoter would create an account with the host or owner of the
system of the present invention, such as by using the Internet, by
telephone or even by mail. The process of the present invention
gives the promoter the ability to create a calling system that can
route calls to various service providers based on how the promoter
designs the call routing business.
[0022] Once the promoter's account is created, the promoter may
deposit money into the account. This may be done by actually
sending in a check or money order, or providing a credit card such
that a credit is established with the host. Alternatively, no money
needs to be deposited into the promoter account, but rather the
promoter can pay the host on a periodic basis, such as monthly for
the calls which have been received and the revenue share generated
by the service provider accounts.
[0023] Typically, the promoter will establish a minimum bid amount
or listing fee that a service provider (SP) will have to pay to be
included in the system on a calling list (102).
[0024] The promoter then establishes whether the received calls are
to be answered by a voice prompt, directly routed to a service
provider, or a combination thereof (104). Preferably, either the
promoter or the host owns a telephone number which is suggestive of
a group of service providers. Even more preferably, the telephone
number is a toll-free telephone number, such as a 1-800 or 1-866
telephone number. For example, the telephone number may be
1-800-PLUMBER, 1-800-FLOWERS, 1-800-LAWYERS, etc. Typically, the
promoter will advertise the telephone number and service, such as
in its geographic area, so that both the potential service
providers and customers will become aware of the telephone number.
Such advertising can take place on the Internet, telephone
directories, on bill boards, mass mailers, etc. Thus, service
providers do not need to have the sophistication or pay the fees
necessary to have an Internet presence, and potential customers do
not need to own a computer and have Internet access in order to
become aware of the telephone numbers for the group of service
providers belonging to the system. A suggestive toll-free number
would be most desirable as the potential consumers would readily
remember such telephone numbers and not need to reference any
additional materials when that service is needed, but instead call
the number from memory. However, the telephone numbers need not be
toll-free nor suggestive.
[0025] Referring again to FIG. 1, if the promoter establishes that
the calls are to be answered via voice prompt, the promoter designs
a unique prompting menu to suit the specific business requirements
(106). For example, if a potential customer were to call 1-800
LAWYERS, a prompting menu may prompt the potential customer to
select an area of law, such as intellectual property, real estate,
family law, or criminal law. The system could be designed so as to
either receive such selection by speech recognition, or by
prompting the potential customer to press a certain number or
button on the telephone key-pad. The prompting menu is typically
provided to the customer immediately upon calling the telephone
number before the call is routed to a service provider, but can be
provided after a call is routed in order that certain information
may be obtained by the particular service provider before taking
the telephone call.
[0026] Alternatively, or additionally, when a potential customer
calls, the system is designed such that the call is identified by
the caller identification, which includes the customer's telephone
number (108). In this manner, the system can detect the geographic
location of the customer calling and determine an appropriate
service provider calling list, such as one based on geographic
location.
[0027] The system may also be designed with both, such that when
the caller's identification is blocked (110) other measures can be
taken such as initiating a voice-prompt, connecting the caller with
a customer service representative, etc., which will be more fully
described herein.
[0028] Once the promoter and/or host has established the menu
driven software, the promoter advertises the call routing system
service. As discussed above, the promoter advertises the telephone
number to potential customers and service providers (112). In such
a manner, a service provider desiring to belong to the system can
call to add themselves on various calling lists in order for
customer calls to be directed to them (114). Of course, the service
providers can also contact the promoter or host in different ways,
such as by visiting a web-site, mailing or faxing a registration
form to the promoter or host, etc. As will be more fully discussed
herein, the customer also calls the unique number in order to be
directed to a service provider (116), as more fully described in
FIG. 3.
[0029] With reference now to FIG. 2, when promoting the system of
the present invention, the potential service providers are informed
that they are only obligated to pay the promoter and/or host when a
potential customer call is actually received. This removes much of
the uncertainties associated with listing one's telephone number in
a telephone directory or paying an Internet advertiser for "hits".
The service provider first creates a new account with a promoter
and/or host (200). The account, at a minimum, will identify the
service provider and include a telephone number for which calls can
be directly provided to the service provider. The service provider
then deposits funds into the account (202) such as by credit card,
check, etc.
[0030] After establishing an account, the service provider selects
which call list to join (204). The system may be designed such so
that the geographic location of the service provider automatically
associates him with a particular call list. In other instances,
there may be no geographic territory limitation whatsoever and thus
the service provider is available on a nation-wide or state-wide
calling list. The service provider may have multiple offices such
that the service provider can select multiple calling lists
representing the multiple geographic locations in which its offices
are located. Furthermore, the service provider may in fact offer
more than one type of service. For example, if the service provider
is a law firm, the law firm may provide representation in criminal
law, real estate, litigation, etc., and thus be eligible for
multiple calling lists even within a single geographical location.
The service provider may also be able to bid different amounts for
different geographical locations. That is, belonging to a
particular call list may be more valuable then belonging to other
call lists, such as when the geographic location is a metropolitan
area, when the call list is more specifically defined, such as a
particular city versus a valley or county, etc.
[0031] The service provider then chooses the listing fee, or
per-call charge fee based upon an established minimum and/or a
current market price (206). Typically, a minimum per-call received
charge is established by the promoter and/or host. This would be a
minimum per-call charge for a customer call received by a service
provider. For example, this may be established as being one dollar
per call. However, in a particularly preferred embodiment of the
invention, the service providers are able to bid against one
another for a "high" bid per call amount. The service provider can
then view not only the minimum established per-call listing fee,
but also the maximum or highest bid on the calling list. The
service provider can also call a telephone number, such as a
customer service number or the like to retrieve this information as
well. As will be more fully described herein, the call lists are
ranked from highest bidder to lowest bidder and the customer call
is routed accordingly. Thus, although the minimum listing fee or
per-call charge may only be one dollar, the market price that the
service providers are willing to pay in order to be ranked highest
and potentially receive the most customer calls may be much higher,
such as two dollars or even more per call. The service provider is
able to, at this point, select the per-call charge and bid against
the others in the call list. The service provider can choose to pay
the high bid amount to move to first position or pay a lower bid
amount which will place them in lower priority on the list. The
least amount of money that a service provider can select is the
established minimum bid amount. As customer calls are routed to the
service provider, the per-call charge, which is either the minimum
bid amount or the amount bid by the service provider is deducted
from the service provider's account.
[0032] The invention contemplates that certain service providers
may hold regular business hours such as 8:00 a.m. to 5:00 p.m., and
thus customer calls which are routed to that service provider
before 8:00 a.m. or after 5:00 p.m. will not result in a
connection. The system can be designed such that the service
provider can place a bid for a certain time of day, such that, for
example, calls received between 8:00 a.m. and Noon, receive the
highest bids, while those call received in the afternoon receive
lower bids, and the service provider is able to put a zero bid for
non-business hours. Additionally, or alternatively, the service
provider can indicate which days of the week and what hours of the
day the service provider is available to receive calls, such that
customer calls are not routed to a service provider who is not
available.
[0033] Each service provider is permitted access to his account and
can log on through the Internet, by telephone, etc. Preferably, the
accounts are available through the Internet, such that the
information is completely available to the service provider on the
providers or host's web-site. If the log on is not successful, a
customer service representative can assist the service provider, or
the password can be electronically mailed to the service provider
(210).
[0034] Once the service provider successfully logs into the
account, it can add funds to the account, determine its current
ranking, increase its bid amount per-call, check on account
balance, check on historical charges and calls, and otherwise check
on the account status (212). Thus, the amount per-call charge bids
are preferably constantly able to be altered, and not just upon
registration of the account. In this manner, service providers can
change their rank in the call list and the free market will
determine the upper price per-call received, maximizing the
promoter or host revenue and granting some degree of control to the
service providers on the number of calls received.
[0035] If the "listing fee" or bid amount of the service provider
is higher than the available funds in the account of the service
provider (214), the service provider is removed from the call list
(216). A notice is sent to the service provider informing it of the
lack of funds, with an invitation to add additional funds in the
account in order to be placed back on the calling list (218). Such
notice may be automated, such as by sending an electronic mail
message, instant message, telephone message, postcard, or the like.
The service provider is then permitted the opportunity to add
additional funds into their account (220), such as by authorizing a
credit card transaction, sending in a check or other payment to the
promoter or host. If the service provider does not deposit funds
into the account after a predetermined time, such as two days, an
additional notice may be sent to the service provider to add funds
into the account in order to be placed back on the call list (218).
If the service provider does not want to be placed back on the call
list, a message is sent to the service provider, preferably
periodically, indicating how many customers were directed to other
service providers during this time in order to persuade the service
provider to register with the system again (226). If the service
provider does want to be placed back on the call list, the service
provider is given the maximum or highest bid and asked to enter a
new bid amount or select the established minimum bid amount (228).
The service provider is then placed back on the list (230). Once on
the call list, the service provider is routed customer calls in
accordance with the present invention as described more fully
herein.
[0036] If the service provider's bid is lower than the available
funds in its account, the service provider remains on the call list
(232). Alternatively, the service provider may have an open account
wherein the service provider is billed on a periodic basis, such as
a monthly cycle, and thus the service provider remains on the call
list even if there is insufficient funds in the account to
accommodate the service provider's bid per call. As mentioned
above, the service provider is permitted access to its account and
can periodically add funds as necessary and determine its current
ranking and increase its bid amount. If a new service provider or
an existing service provider on the call list makes a higher bid so
as to move into a position above the service provider, or the
highest ranking position on the call list (234), a message is sent
to the service provider informing it of the change in position
(236). As will be appreciated by those skilled in the art, the
message may be sent automatically by electronic mail, instant
messaging, telephone voice mail messaging, etc. The service
provider is prompted to log onto its account in order to increase
its bid amount in order to change its position on the calling list
or do nothing and keep the same position (238). As part of the
message to the service provider, the service provider may be given
the current maximum bid amount and asked to enter a new bid amount
(240). For example, when registering, the service provider may
provide a credit card or account number which can be automatically
debited by the promoter or host per instructions of the service
provider. A speech recognition or window-driven portion of the
message to the service provider may provide a menu in which the
service provider can opt to deposit additional funds into the
account, such as to cover an inadequate balance, or to increase its
bid amounts per-call received. In this manner, the service provider
is not required to log into its account in order to accomplish
these two tasks. The automated system can then inform the service
provider of the balance of the account, and the new minimum bid by
the service provider. Such steps can be conducted with an
interactive speech recognition driven menu, if a telephone message
is directed to the service provider or if the service provider
calls a promoter or host's customer service number, or can be
accomplished through electronic mail, instant messaging, or by
logging on to the service provider's account.
[0037] With reference now to FIG. 3, a potential customer calls the
telephone number, which is preferably a toll-free number as
described above, but also may be local or long distance number, or
even a special number such as a 1-900 number, or any other
appropriate telephone number (300). The system then determines if
the number is menu assisted, or needs menu assistance (302). If the
system is set up so as to identify the caller's geographical
location by caller identification (304) then the call is
automatically routed to the service provider in the first, or
highest ranked bidder, position in the call list (306). In those
instances where there is no geographic limitation, the call can be
automatically routed without identifying the caller's telephone
identification by simply routing the call to the service provider
in first position on the call list.
[0038] If the number is menu assisted, such that the caller
identification is blocked, or the system has been designed so as to
be menu driven, the customer is prompted or asked to select
customer service, such by depressing the "zero" button on the
telephone keypad or by speaking into the telephone. The prompting,
as discussed above, may be directed to the geographic location of
the customer, or the geographic location of the service to be
provided. In such instance, the customer can, by speech recognition
or keypad entry, enter the area code, zip code, city, state, etc.
In the event that the prompt is not directed to geographic
location, but to some other selection, such as type of service, the
customer is asked to make that selection either by speaking into
the telephone or by depressing a key on the telephone keypad (308).
For example, the customer may be asked what kind of car they want
to rent. The customer can select between luxury, compact, mini-van,
etc. This may occur before the call or after the call is routed and
before the service provider answers the telephone above as
discussed above (310).
[0039] If the customer has difficulty with the menu selection, the
customer can dial "zero" for customer service (312) or otherwise
request customer service such as by speaking into the telephone
wherein a customer service representative will route the call (314)
to the service provider in first position on the call list (306).
However, if a customer does not select customer service, but is
instead prompted to a list of questions on the menu, the system
decides where to route the call (316), which is the service
provider in first position on the appropriate call list (306).
[0040] The present invention also contemplates a "search engine"
which is an automated telephone system similar to dialing a 411
operator. In this embodiment, there are many different industries
or service providers which have bids in a higher rank to receive
calls for their industry and/or selected geographical locations.
The customer will call a telephone number needing a phone query.
The customer can then be routed as described herein, or by
selecting a particular industry or need by speaking into the phone
or entering information into the phone by the key pad or the
like.
[0041] Once the call is routed to the service provider in the
highest ranking first position on the call list, the service
provider must answer the call within a specified number of rings,
such as three or four rings. If they do not, the system may prompt
the customer to "please wait, while you are being connected" (320),
while the call is routed to the next waiting service provider on
the call list (322). In this manner, if a service provider is on
another telephone call or is on vacation or the like, the customer
is routed to a service provider immediately without having to leave
a message. This enables service providers that are not the highest
ranked service provider on the call list to receive calls as well.
However, it will be appreciated that the highest ranking service
provider will receive the larger number of customer calls.
[0042] However, if the service provider answers the call within a
specified number of rings (318), that service provider is either
presented with a live customer call, or the system may be devised
such that the service provider is offered a message from the
automated system, for example, "press 1 to accept", "2 to reject
calls", or asked to voice their acceptance or rejection which will
be interpreted by speech recognition software or the like (324). If
the service provider rejects the call, the service provider is
typically removed from the calling list and not charged by the
billing server (328). Alternatively, the system may be devised such
that the service provider is not removed from the call list, but
instead can selectively accept or reject calls until the account
balance falls below the service provider's minimum bid, or the
service provider closes its account. In any event, the system will
route the call to the next highest ranking service provider on the
call list (322).
[0043] If the highest ranking service provider accepts the call,
either by expressly stating or pressing a button to accept the call
or merely answering the telephone call (330), the call is
established and registered into the billing server (332). The
service provider's "bid amount" that the service provider
previously bid per-call is charged to the account of the service
provider (334). Preferably, the per-call charge bid amount is
automatically deducted from the account of the service provider.
The fee is then distributed to the promoter (336).
[0044] It is contemplated by the invention that the promoter, when
designing the system can create a scoring system that will rate the
satisfaction or value of the service provider by past customers.
Such information can be used in a variety of ways, such as enabling
the customer to select a "four star" or "highest rated" service
provider, requiring service providers with low scores to pay a
higher minimum bid fee or even terminate their participation in the
system so as to maintain customer confidence in the system.
[0045] Typically, the promoter will have a contractual obligation
with a host or owner of the intellectual property of the system,
such that either a flat fee is paid to the host by the promoter
upon establishing the system, for each new registered service
provider, or a portion of each per-call charge is split by the
promoter and the host/intellectual property owner. This can be done
on a periodic basis by billing or sending out a statement account
balance or the like, or the promoter account can be automatically
increased in amount for each charged call or the like. The
invention contemplates that either the promoter can directly deal
with the service provider accounts, and pay the host on a periodic
basis, or the host can maintain the system and receive the charges
from the service provider directly, and pay the promoter the agreed
to share on a periodic basis.
[0046] It will be appreciated by those skilled in the art that the
present invention allows service providers the ability to advertise
their services dependent on an as-needed basis, and thus pay for
advertisement only when they need work and to bid to be in a
position to receive a greater number of calls. Customers are
directly routed to a service provider who is able to take their
call immediately, without the need for the time consuming and
tedious process of looking for a particular service provider in a
telephone directory or on the Internet.
[0047] The present invention also allows promoters the ability to
build a viable business to provide dynamic call routing to various
business/service providers while modifying the routing system to
fit specific business requirements.
[0048] Although several embodiments have been described in detail
for purposes of illustration, various modifications may to each be
made without departing from the scope and spirit of the invention.
Accordingly, the invention is not to be limited, except as by the
appended claims.
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