U.S. patent application number 11/434841 was filed with the patent office on 2006-09-14 for internet routing system.
This patent application is currently assigned to Sprint Communications Company L.P.. Invention is credited to Minh Duy Khuc.
Application Number | 20060203809 11/434841 |
Document ID | / |
Family ID | 22344606 |
Filed Date | 2006-09-14 |
United States Patent
Application |
20060203809 |
Kind Code |
A1 |
Khuc; Minh Duy |
September 14, 2006 |
Internet routing system
Abstract
A routing system receives a first message indicating a telephone
number for a voice communication from a caller. The routing system
processes the telephone number with the call processing software to
select an internet address. The routing system transfers a second
message indicating the internet address, wherein the voice
communication is transferred to the internet in internet packets
with the internet address in response to the second message, and
wherein the internet transfers the internet packets with the voice
communication to the service operation based on the internet
address. The routing system receives a software modification from
the service operation over a remote link, and in response, modifies
the call processing software based on the software modification,
receives additional messages indicating additional telephone
numbers for additional voice communications from additional
callers, and processes the additional telephone numbers with the
modified call processing software to select additional internet
addresses.
Inventors: |
Khuc; Minh Duy; (Overland
Park, KS) |
Correspondence
Address: |
SPRINT
6391 SPRINT PARKWAY
KSOPHT0101-Z2100
OVERLAND PARK
KS
66251-2100
US
|
Assignee: |
Sprint Communications Company
L.P.
|
Family ID: |
22344606 |
Appl. No.: |
11/434841 |
Filed: |
May 16, 2006 |
Related U.S. Patent Documents
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Application
Number |
Filing Date |
Patent Number |
|
|
10044191 |
Jan 10, 2002 |
7079529 |
|
|
11434841 |
May 16, 2006 |
|
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|
09112566 |
Jul 9, 1998 |
6470008 |
|
|
10044191 |
Jan 10, 2002 |
|
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Current U.S.
Class: |
370/352 |
Current CPC
Class: |
H04L 29/06027 20130101;
H04L 61/106 20130101; H04L 29/12009 20130101; H04L 29/12018
20130101; H04L 61/157 20130101; H04M 7/1245 20130101; H04L 29/1216
20130101; H04L 61/605 20130101; H04L 29/12896 20130101; H04L 65/103
20130101; H04L 29/06 20130101; H04M 7/1285 20130101; H04L 65/104
20130101; H04M 7/128 20130101; H04L 65/1069 20130101 |
Class at
Publication: |
370/352 |
International
Class: |
H04L 12/66 20060101
H04L012/66 |
Claims
1. A routing system to route voice communications over an internet
to a service operation, the routing system comprising: call
processing software; and a routing server configured to receive a
first message indicating a first telephone number for a first voice
communication from a first caller, process the first telephone
number with the call processing software to select a first internet
address, and transfer a second message indicating the first
internet address, wherein the first voice communication is
transferred to the internet in internet packets with the first
internet address in response to the second message, and wherein the
internet transfers the internet packets with the first voice
communication to the service operation based on the first internet
address; the routing server further configured to receive a
software modification from the service operation over a remote
link, and in response, to modify the call processing software based
on the software modification and to receive additional messages
indicating additional telephone numbers for additional voice
communications from additional callers, and process the additional
telephone numbers with the modified call processing software to
select additional internet addresses.
2. The system of claim 1 wherein the first message indicates a
caller telephone number and the routing server is further
configured to process the caller telephone number with the call
processing software to select the first internet address.
3. The system of claim 1 wherein the first message indicates a
caller code and the routing server is further configured to process
the caller code with the call processing software to select the
first internet address.
4. The system of claim 1 wherein the first message indicates a
caller location and the routing server is further configured to
process the caller location with the call processing software to
select the first internet address.
5. The system of claim 1 wherein the routing server is further
configured to query the service operation and process a response
from the service operation with the call processing software to
select the first internet address.
6. The system of claim 1 wherein a gateway connected to a local
telephone network transfers the first message, receives the second
message, and transfers the first voice communication to the
internet in internet packets with the first internet address in
response to the second message.
7. The system of claim 1 wherein the first internet address is for
a gateway at the service operation.
8. The system of claim 1 wherein the call processing software
processes a time of day.
9. The system of claim 1 wherein the call processing software
processes a percent allocation.
10. The system of claim 1 wherein the call processing software is
specified by the service operation.
11. A method of operating a routing system to route voice
communications over an internet to a service operation, the method
comprising: receiving a first message indicating a first telephone
number for a first voice communication from a first caller;
processing the first telephone number with the call processing
software to select a first internet address; transferring a second
message indicating the first internet address, wherein the first
voice communication is transferred to the internet in internet
packets with the first internet address in response to the second
message, and wherein the internet transfers the internet packets
with the first voice communication to the service operation based
on the first internet address; and receiving a software
modification from the service operation over a remote link, and in
response, modifying the call processing software based on the
software modification, receiving additional messages indicating
additional telephone numbers for additional voice communications
from additional callers, and processing the additional telephone
numbers with the modified call processing software to select
additional internet addresses.
12. The method of claim 11 wherein the first message indicates a
caller telephone number and further comprising processing the
caller telephone number with the call processing software to select
the first internet address.
13. The method of claim 11 wherein the first message indicates a
caller code and further comprising processing the caller code with
the call processing software to select the first internet
address.
14. The method of claim 11 wherein the first message indicates a
caller location and further comprising processing the caller
location with the call processing software to select the first
internet address.
15. The method of claim 11 further comprising querying the service
operation and processing a response from the service operation with
the call processing software to select the first internet
address.
16. The method of claim 11 wherein a gateway connected to a local
telephone network transfers the first message, receives the second
message, and transfers the first voice communication to the
internet in internet packets with the first internet address in
response to the second message.
17. The method of claim 11 wherein the first internet address is
for a gateway at the service operation.
18. The method of claim 11 wherein the call processing software
processes a time of day.
19. The method of claim 11 wherein the call processing software
processes a percent allocation.
20. The method of claim 11 wherein the call processing software is
specified by the service operation.
Description
RELATED APPLICATIONS
[0001] This patent application is a continuation of U.S. patent
application Ser. No. 10/044,191; filed on Jan. 10, 2002; entitled
"INTERNET ROUTING SYSTEM;" which is a continuation of U.S. Pat. No.
6,470,008; issued on Oct. 22, 2002; entitled "INTERNET ROUTING
SYSTEM;" and hereby incorporated by reference into this patent
application.
FEDERALLY SPONSORED RESEARCH OR DEVELOPMENT
[0002] Not applicable
MICROFICHE APPENDIX
[0003] Not applicable
BACKGROUND OF THE INVENTION
[0004] 1. Field of the Invention
[0005] The invention is related to the field of internet routing
systems, and in particular, to a system that provides routing
information to internet gateways.
[0006] 2. Statement of the Problem
[0007] The internet is a well-known communications system that
routes packets based on internet addresses. In a typical internet
communication, a user exchanges internet packets with an internet
gateway over a local telephone line or local area network. The
internet gateway transfers the packets to the internet where
internet routers forward the packets based on the internet address.
The packets matriculate through a series of routers until they
reach a destination server or another internet gateway.
[0008] The internet is supplanting conventional long distance
telephone lines to create new services for modem, voice, facsimile,
and video communications. For example, an internet facsimile
service could deploy internet gateways in London and New York. A
London customer transmits the facsimile to the London internet
gateway using a local telephone call. The London internet gateway
transfers internet packets that contain the facsimile over the
internet. The packets are addressed to the New York internet
gateway. The New York internet gateway receives the internet
packets and places a local telephone call in New York. The
facsimile is reconstructed in the New York gateway from the packets
and transmitted to the destination over the New York telephone
line. Using this new service, the customer avoids the cost of an
international telephone call between London and New York.
[0009] The above-described service can be extended to other types
of communications where the internet can provide the transport
between networks. Unfortunately, it may not be feasible for the
service provider to deploy internet gateways in all desired
geographic regions. The service provider must then turn away
business where an internet gateway is not available. In the above
example, the service provider could handle facsimile communications
between London and New York, but could not handle facsimile
communications between London and Tokyo.
[0010] The service provider may also lack the processing capacity
to handle telephone numbers. The ability to process a large
database of telephone numbers is a complex and expensive. For
example, a new area code causes massive changes to the processing
logic in the public telephone system. Even the task of determining
if the service provider has the internet gateways to handle the
call can be complex as the number of internet gateways increases in
a changing telephone numbering environment.
[0011] Telephone number processing has evolved into a complex
system that handles enhanced service calls. One example is the
"800" type call where call routing is dynamically programmable. It
will not be economically feasible for many smaller internet service
providers to manage and deploy such enhanced service logic.
[0012] At present, internet services would be improved by systems
and methods for providing internet gateways and internet routing
support. Routing support could include telephone number processing
and internet address selection.
SUMMARY OF THE SOLUTION
[0013] Examples of the invention include a routing system and its
method of operation. The routing system receives a first message
indicating a first telephone number for a first voice communication
from a first caller. The routing system processes the first
telephone number with the call processing software to select a
first internet address. The routing system transfers a second
message indicating the first internet address, wherein the first
voice communication is transferred to the internet in internet
packets with the first internet address in response to the second
message, and wherein the internet transfers the internet packets
with the first voice communication to the service operation based
on the first internet address. The routing system receives a
software modification from the service operation over a remote
link, and in response, modifies the call processing software based
on the software modification, receives additional messages
indicating additional telephone numbers for additional voice
communications from additional callers, and processes the
additional telephone numbers with the modified call processing
software to select additional internet addresses.
[0014] In some examples of the invention, the first message
indicates a caller telephone number and further comprising
processing the caller telephone number with the call processing
software to select the first internet address.
[0015] In some examples of the invention, the first message
indicates a caller code and further comprising processing the
caller code with the call processing software to select the first
internet address.
[0016] In some examples of the invention, the first message
indicates a caller location and further comprising processing the
caller location with the call processing software to select the
first internet address.
[0017] In some examples of the invention, the routing system
queries the service operation and processes a response from the
service operation with the call processing software to select the
first internet address.
[0018] In some examples of the invention, a gateway connected to a
local telephone network transfers the first message, receives the
second message, and transfers the first voice communication to the
internet in internet packets with the first internet address in
response to the second message.
[0019] In some examples of the invention, the first internet
address is for a gateway at the service operation.
[0020] In some examples of the invention, the call processing
software processes a time of day.
[0021] In some examples of the invention, the call processing
software processes a percent allocation.
[0022] In some examples of the invention, the call processing
software is specified by the service operation.
DESCRIPTION OF THE DRAWINGS
[0023] FIG. 1 illustrates system configuration in an example of the
invention.
[0024] FIG. 2 illustrates system operation in an example of the
invention.
[0025] FIG. 3 illustrates routing system configuration and
operation in an example of the invention.
[0026] FIG. 4 illustrates enhanced routing system configuration and
operation in an example of the invention.
[0027] FIG. 5 illustrates routing system logic in an example of the
invention.
DETAILED DESCRIPTION OF THE INVENTION
System Configuration and Operation--FIGS. 1-2
[0028] FIG. 1 depicts the system configuration for some examples of
the invention. FIG. 1 shows a routing system 100, communications
networks 101 and 102, internet gateways 103 and 104, internet 105,
and public telephone system 106. The communications network 101 is
connected to the internet gateway 103. The communications network
102 is connected to the internet gateway 104. The public telephone
system 106 is connected to the routing system 100. The internet 105
is connected to the routing system 100 and internet gateways 103
and 104. These connections can be conventional and will be readily
understood by those skilled in the art within the context of the
present invention.
[0029] The communications networks 101 and 102 transfer
communications to the internet gateways 103 and 104. Some examples
of the communications networks 101 and 102 are telephone systems,
local area networks, call centers, and intranets. In one example,
the communications network 101 is a local telephone network that
transfers telephone calls to the internet gateway 103.
[0030] The internet gateways 103 and 104 exchange communications
between the internet 105 and the communications networks 101 and
102. The internet gateways 103 and 104 generate and transmit
queries to the routing system 100 in response to receiving
communications from the communications networks 101 and 102. The
internet gateways 103 and 104 receive responses to the queries
identifying internet address for the communications, and transfer
the communications over the internet 105 using the identified
internet addresses. The internet gateways 103 and 104 could be
conventional internet routers with an interface to the
communications networks 101 and 102. One example of an internet
access device that could be adapted to support the invention is the
TOTAL CONTROL System supplied by 3Com of Santa Clara, Calif.
[0031] The internet 105 is a publicly-accessible network that
routes packets of user communications based on internet addresses
in the packets. The internet 105 could be the well-known "Internet"
that is based on the internet protocol. The invention is not
restricted to the current version of the internet and may be
applicable to new versions and variations of the current internet
implementation.
[0032] The public telephone system 106 routes conventional
telephone calls. Some examples of the public telephone system 106
are local telephone networks, long distance telephone networks,
national telephone networks, and international telephone
networks.
[0033] The routing system 100 provides internet addresses in
response to queries from the internet gateways 103 and 104. The
routing system 100 could be a conventional router and server system
configured with software to operate in accord with the present
invention. The software will be apparent to those skilled in the
art in the context of the following discussion. The routing system
100 receives queries that request an internet address. In some
examples of the invention, the queries include telephone numbers.
The routing system 100 processes the queries to select internet
addresses. For example, the routing processor 100 could process an
area code in a destination telephone number to select the internet
address of the internet gateway serving that area. The routing
system 100 transmits responses that contain the selected internet
addresses to the internet gateways 103 and 104.
[0034] The routing system 100 may also provide an internet gateway
function. The routing system 100 could receive internet packets
from the internet 105 and transfer the user communications from the
packets over the public telephone system 106. The routing system
100 could receive user communications from the public telephone
system 106 and transfer packets with the communications over
internet 105.
[0035] FIG. 2 illustrates system operation for some examples of the
invention and is viewed chronologically from top to bottom. The
communications network 101 transfers communications in a first
telephone call to the internet gateway 103. The internet gateway
103 receives the first telephone call, and in response, sends a
first query over the internet 105 to the routing system 100. The
first query includes information associated with the first
telephone call. In some embodiments, the information includes a
telephone number collected from the caller, and may also include
the caller's number, caller codes, or the identity of the service
provider.
[0036] The routing system 100 processes the first query to identify
an internet address for the communications. In some embodiments,
processing entails analysis of a telephone number. The routing
system 100 sends a first response over the internet 105 to the
internet gateway 103. The first response identifies the internet
address selected by the routing system 100. The internet gateway
103 transfers the communications from the first telephone call over
the internet using the internet address. On the first call, the
internet address identifies the internet gateway 104. The internet
gateway 103 transfers the communications from the first telephone
call over the internet to the internet gateway 104. The internet
gateway 104 transfers the communications from the internet packets
to the communications network 102. The communications network 102
typically serves a device associated with the telephone number
collected from the caller.
[0037] A second call is shown with a second query and second
response. For the second call, the internet address selected by the
routing system 100 is for the routing system 100 itself. The
internet gateway 103 transfers the communications from the second
telephone call over the internet to the routing system 100. The
routing system 100 transfers the communications from the internet
packets to the public telephone system 106. The public telephone
system 106 typically serves a device associated with the telephone
number collected from the caller.
Routing System--FIG. 3
[0038] FIG. 3 depicts routing system configuration and operation in
a detailed example of the invention, but the invention is not
restricted to this particular example. Those skilled in the art
will appreciate numerous variations in routing system configuration
and operation that are within the scope of the invention. Those
skilled in the art will also appreciate how the principles
illustrated in this example can be used in other examples of the
invention.
[0039] FIG. 3 depicts service providers 308 and 309, routing system
310, internet 320, public telephone system 321, and telephones
331-336. The service provider 308 includes a Seattle internet
gateway 313 and a Dallas internet gateway 314. The service provider
309 includes a Chicago internet gateway 311 and a New York internet
gateway 312. The routing system is comprised of a Miami internet
gateway 315, an Atlanta internet gateway 316, and a routing server
318. The routing server 318 is connected to the internet 320. The
internet gateways 311-316 are connected to the internet 320. The
internet gateways 311-316 are respectively connected to the
telephones 331-336.
[0040] The telephones 331-336 represent any device that includes
telephone functionality, such as modems, facsimile machines,
computers, wireless devices, and video devices. The telephones
331-336 are typically connected to the internet gateways 311-316
over local telephone networks, intranets, or local area networks.
For example, the telephone 333 could be connected to the Seattle
internet gateway 313 through a PBX or class 5 switch, and the
telephone 332 could be connected to the New York internet gateway
312 over an ethernet system.
[0041] The service providers 308 and 309 are entities that provide
internet-based services to the telephones 331-336. Some examples of
services are facsimile calls, modem calls, voice calls, and video
calls. The internet 320 and the internet gateways 311-316 are
similar to the internet and internet gateways discussed above for
FIGS. 1-2.
[0042] The routing server 318 receives queries over the internet
320 from the internet gateways 311-316. The routing server 318
processes the queries to select internet addresses for the calls.
The routing server 318 responds to the internet gateways 311-316
with the selected internet addresses. The routing server 318 can
exchange calls with the public telephone system 321, especially
when another gateway is not available to originate or terminate the
call. The routing server 318 could be a conventional internet
server/database system configured with software to operate in
accord with the following description.
[0043] Several sample calls are discussed below to illustrate this
example of the invention. The first sample call is placed between
the telephones 333 and 334. The telephone 333 places the call to
the Seattle internet gateway 313 over the local telephone network
in Seattle. The Seattle internet gateway 313 of the service
provider 308 answers the call and collects the destination
telephone number for the call. The Seattle internet gateway 313
generates a query that is addressed to the routing server 318 and
that contains the destination telephone number. The Seattle
internet gateway 313 transfers the query to the internet 320. The
routing server 318 receives the query and processes the destination
telephone number to select an internet address. Since the telephone
334 is in the Dallas area, the internet address for the Dallas
internet gateway 314 is selected. The routing server 318 responds
to the Seattle internet gateway 313 with the selected internet
address. The Seattle internet gateway 313 receives communications
from the telephone 333. The Seattle internet gateway 313 transfers
internet packets addressed to the Dallas internet gateway 314 to
the internet 320. The internet packets contain the communications
and the destination telephone number. The Dallas internet gateway
314 receives the packets from the internet 320. The Dallas internet
gateway 314 places a local telephone call to the telephone 334
using the destination telephone number and transmits the
communications from the packets over the call. Reciprocal
communications could flow from the Dallas internet gateway 314 to
the Seattle internet gateway 313 in a similar manner.
[0044] The second sample call is placed between the telephones 333
and 332. The telephone 333 places the call to the Seattle internet
gateway 313 over the local telephone network in Seattle. The
Seattle internet gateway 313 of the service provider 308 answers
the call and collects the destination telephone number for the
call. The Seattle internet gateway 313 generates a query that is
addressed to the routing server 318 and that contains the
destination telephone number. The Seattle internet gateway 313
transfers the query to the internet 320. The routing server 318
receives the query and processes the destination telephone number
to select an internet address. The telephone 334 is in the New York
area and the service provider 308 does not have a New York internet
gateway. The routing server 318 selects the internet address for
the New York internet gateway 312 of the service provider 309. The
routing server 318 responds to the Seattle internet gateway 313
with the selected internet address. The Seattle internet gateway
313 receives communications from the telephone 333. The Seattle
internet gateway 313 transfers internet packets addressed to the
New York internet gateway 312 to the internet 320. The internet
packets contain the communications and the destination telephone
number. The New York internet gateway 312 receives the packets from
the internet 320. The New York internet gateway 312 places a local
telephone call to the telephone 332 using the destination telephone
number and transmits the communications from the packets over the
call. Reciprocal communications could flow from the New York
internet gateway 312 to the Seattle internet gateway 313 in a
similar manner.
[0045] The third sample call is placed between the telephones 333
and 335. The telephone 333 places the call to the Seattle internet
gateway 313 over the local telephone network in Seattle. The
Seattle internet gateway 313 of the service provider 308 answers
the call and collects the destination telephone number for the
call. The Seattle internet gateway 313 generates a query that is
addressed to the routing server 318 and that contains the
destination telephone number. The Seattle internet gateway 313
transfers the query to the internet 320. The routing server 318
receives the query and processes the destination telephone number
to select an internet address. The telephone 334 is in the Miami
area and the service provider 308 does not have a Miami internet
gateway. The routing server 318 selects the internet address for
the Miami internet gateway 315 of the routing system 310. The
routing server 318 responds to the Seattle internet gateway 313
with the selected internet address. The Seattle internet gateway
313 receives communications from the telephone 333. The Seattle
internet gateway 313 transfers internet packets addressed to the
Miami internet gateway 315 to the internet 320. The internet
packets contain the communications and the destination telephone
number. The Miami internet gateway 315 receives the packets from
the internet 320. The Miami internet gateway 315 places a local
telephone call to the telephone 335 using the destination telephone
number and transmits the communications from the packets over the
call. Reciprocal communications could flow from the Miami internet
gateway 315 to the Seattle internet gateway 313 in a similar
manner.
[0046] The fourth sample call is placed between the telephones 335
and 336. The telephone 335 places the call to the Miami internet
gateway 315 over the local telephone network in Miami. The Miami
internet gateway 315 of the routing system 310 answers the call and
collects the destination telephone number for the call. The Miami
internet gateway 315 generates a query that is addressed to the
routing server 318 and that contains the destination telephone
number. The Miami internet gateway 315 transfers the query to the
internet 320. The routing server 318 receives the query and
processes the destination telephone number to select an internet
address. The telephone 334 is in the Atlanta area, so the routing
server 318 selects the internet address for the Atlanta internet
gateway 316 of the routing system 310. The routing server 318
responds to the Miami internet gateway 315 with the selected
internet address. The Miami internet gateway 315 receives
communications from the telephone 335. The Miami internet gateway
315 transfers internet packets addressed to the Atlanta internet
gateway 316 to the internet 320. The internet packets contain the
communications and the destination telephone number. The Atlanta
internet gateway 316 receives the packets from the internet 320.
The Atlanta internet gateway 316 places a local telephone call to
the telephone 336 using the destination telephone number and
transmits the communications from the packets over the call.
Reciprocal communications could flow from the Atlanta internet
gateway 316 to the Miami internet gateway 315 in a similar
manner.
[0047] It should be appreciated from the above examples that the
service provider does not need to build and maintain a large data
processing system for telephone numbers. The routing system
processes the telephone numbers to select the appropriate internet
address for the service provider. Such processing could entail many
factors, such as the identity of the service provider, the location
of various internet gateways, the caller's number, the time of day,
and access codes to name a few examples. If desired, the service
provider can program an internet gateway with a simple list of
telephone number--internet address assignments and off-load the
remaining data processing to the routing server. The routing system
can also provide quality of service by re-routing calls based on
real-time traffic management. The routing system can initiate the
re-route in mid-call.
[0048] It should be appreciated from the above examples that a
service provider does not need to deploy internet gateways in every
region. The routing system or other service providers can provide
internet gateways to handle communications that a particular
service provider cannot handle. The selection of internet addresses
could be based on the internet gateways available near the
destination region identified by the telephone number collected
from the caller. In the above example, the routing system provided
internet gateways in Miami and Atlanta for use by the other service
providers.
Enhanced Routing System--FIGS. 4-5
[0049] FIGS. 4-5 depict enhanced routing system configuration and
operation in a detailed example of the invention, but the invention
is not restricted to this particular example. Those skilled in the
art will appreciate numerous variations in system configuration and
operation that are within the scope of the invention. Those skilled
in the art will also appreciate how the principles illustrated in
this example can be used in other examples of the invention.
[0050] FIG. 4 depicts an internet 450 connected to Tokyo internet
gateway 441, Mexico City internet gateway 442, Paris internet
gateway 443, routing server 444, and Houston call center 472.
Telephones 461 and 462 are connected to the Mexico City internet
gateway 442. Telephones 463 and 464 are connected to the Paris
internet gateway 443. Tokyo call center 471 is connected to the
Tokyo internet gateway 441. The call centers 471 and 472 comprise a
service operation 470.
[0051] The internet gateways 441-443, the routing server 444, the
internet 450, the telephones 461-464, and the corresponding
connections are similar to that described above. Many other
internet gateways and telephones could be included on FIG. 4, but
the number has been restricted for clarity.
[0052] The call centers 471 and 472 of service operation 470 each
receive and process large volumes of calls. The call centers 471
and 472 are typically used for specialized call processing, such as
product order operations, calling card systems, reservation
systems, and customer service. The Tokyo call center 471 is
connected to the Tokyo internet gateway 441 over a high-capacity
call connection, such as a Synchronous Optical Network OC-3. The
Houston call center 472 includes internet gateway functionality and
is connected to the internet 450.
[0053] The routing server 444 receives queries over the internet
450 that request internet addresses based on routing information,
such as a telephone number. The routing server 444 process the
queries to select internet addresses for the calls. Call processing
may be based on a program specified by the service operation 470 to
intelligently route calls to its call enters 471 and 472. The
routing server 444 responds to the queries with the selected
internet addresses. The routing server 444 could be a conventional
internet server/database system configured with software to operate
in accord with the following description. Some sample calls are
discussed below to illustrate this example of the invention.
[0054] The first sample call is from the telephone 461 to the
service operation 470. The telephone 461 places the call to the
Mexico City internet gateway 442 over the local telephone network
in Mexico City. The Mexico City internet gateway 442 answers the
call and collects the destination telephone number for the call.
The Mexico City internet gateway 442 generates a query that is
addressed to the routing server 444 and that contains the
destination telephone number. The Mexico City internet gateway 442
transfers the query to the internet 450. The routing server 444
receives the query and processes the destination telephone number
to select an internet address. Processing entails entering a
look-up table based on the destination number. The look-up table is
specified by the service operation 470 to route calls to is call
centers based on many factors, such as the identity of the service
operator 470, caller number, location of the caller, time of day,
day of the week, day of the year, total calls per time period,
available call-handling resources, least cost, Nth caller (for
example, every 100.sup.th caller), percent allocation of calls,
query/response with a service operation 470 computer, access codes,
or other information in the routing server 444 or sent in the
query.
[0055] For this call, the routing server 444 selects the Houston
call center 472 where Spanish speaking service attendants are
available. The routing server 444 returns the internet address of
the Houston call center 472 to the Mexico City internet gateway
442. The Mexico City internet gateway 442 receives communications
from the telephone 461. The Mexico City internet gateway 442
transfers internet packets to the internet 450 that are addressed
to the Houston call center 472. The internet packets contain the
communications. The Houston call center 472 receives the packets
from the internet 320 and processes the call. In this sample call,
processing might entail a session with a service attendant to
discuss a problem with a computer recently purchased from the
service operation 470 by the Mexico City caller.
[0056] The second sample call is from the telephone 461 to the
telephone 464 through the service operation 470. The telephone 461
places the call to the Mexico City internet gateway 442 over the
local telephone network in Mexico City. The Mexico City internet
gateway 442 answers the call and collects the destination telephone
number for the call. The Mexico City internet gateway 442 generates
a query that is addressed to the routing server 444 and that
contains the destination telephone number. The Mexico City internet
gateway 442 transfers the query to the internet 450. The routing
server 444 receives the query and processes the destination
telephone number to select an internet address. Processing entails
entering a look-up table based on the destination number. The
look-up table is specified by the service operation 470 to route
calls to one of the call centers 470 and 471 based on many factors.
For this sample call, the routing server 444 selects the Tokyo call
center 471 because a power outage has affected the Houston call
center 472. The routing server 444 returns the internet address of
the Tokyo internet gateway 441 to the Mexico City internet gateway
442. The Mexico City internet gateway 442 transfers packets to the
internet 450 that contain communications from the telephone 461 and
that are addressed to the Tokyo internet gateway 441. The Tokyo
internet gateway 441 transfers the communications to the Tokyo call
center 471 where the call is processed. In this sample call,
processing entails the collection of a code from the caller. The
code is typically checked for access to services, such as prepaid
or credit card calling. The call center 471 collects a destination
telephone number using a reciprocal connection to the telephone
461. The call center 471 forwards the call back to the Tokyo
internet gateway 441 along with the destination telephone number.
The Tokyo internet gateway 441 queries the routing server 444 with
the destination telephone number, and since the destination is
Paris, the routing server 444 selects and responds with the
internet address of the Paris internet gateway 443. The Tokyo
internet gateway 441 transfers internet packets to the internet 450
that are addressed to the Paris internet gateway 443. The internet
packets contain the destination telephone number and communications
from the telephone 461. The Paris internet gateway 443 receives the
packets from the internet 450. The Paris internet gateway 443
places a local telephone call to the telephone 464 using the
destination telephone number and transmits the communications from
the packets over the call. Reciprocal communications could flow
from the telephone 464 to the telephone 461 in a similar
manner.
[0057] FIG. 5 depicts a look-up table representing the logic
deployed in one example of the routing system. Those skilled in the
art will recognize many ways to configure and process such tables
in support of the invention. The table entries are simplified
variables for conciseness, and the actual entries will be apparent
to those skilled in the art given the context of the invention.
Those skilled in the art are also aware of conventional table
look-up techniques, such as the use of ranges and nodes, that are
often employed in such tables.
[0058] The table is entered using the destination telephone number
provided by the internet gateway. Typically, the number will
represent a service provided by a service operation. One example is
customer service for a particular corporation. When the destination
number is matched, the adjacent caller number is analyzed. The
asterisk represents a wildcard where any number matches. When the
caller number is matched, the adjacent entries for Time-Of-Day
(TOD) and percent (%) allocation are analyzed. These entries are
used in the conventional manner to route calls based on the time of
the call or the weighted distribution of calls among destinations.
When these fields are matched, two adjacent prioritized internet
addresses are identified. Thus, by matriculating through the table,
the routing system is able to select a primary internet address for
the call and a back-up internet address if the primary selection
fails.
[0059] If desired, the service operation can dynamically alter the
table to control routing. For example, if one call center is not
functional due to a weather event, the IP address for the site can
be de-selected by moving its percent allocation to zero. Typically,
dynamic control is exerted over a remote data link between the
service operation an the routing system.
[0060] Those skilled in the art will appreciate variations of the
above-described embodiments that fall within the scope of the
invention. As a result, the invention is not limited to the
specific examples and illustrations discussed above, but only by
the following claims and their equivalents.
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