U.S. patent application number 13/687138 was filed with the patent office on 2013-04-11 for method and system for call to role.
This patent application is currently assigned to INTERNATIONAL BUSINESS MACHINES CORPORATION. The applicant listed for this patent is International Business Machines Corporation. Invention is credited to Maria Rene Ebling, William Francis Jerome, Barry Leiba, Edith Helen Stern.
Application Number | 20130089197 13/687138 |
Document ID | / |
Family ID | 37519970 |
Filed Date | 2013-04-11 |
United States Patent
Application |
20130089197 |
Kind Code |
A1 |
Ebling; Maria Rene ; et
al. |
April 11, 2013 |
METHOD AND SYSTEM FOR CALL TO ROLE
Abstract
Methods and systems are provided for routing incoming customer
service requests directly to the most appropriate destination
within a call center without requiring customer knowledge of a
specific telephone number or extension to call and without
requiring the customer to select from a series of menus. The
receiving location or inbound call center accepts a voice call from
a customer. The incoming voice call includes an associated data
stream. This data stream is processed by the inbound call center
and is used to route the call to the appropriate destination or
customer service representative, for example a specific person, a
department, a subsidiary, an individual either working within a
facility or working outside the facility, a subcontractor and
combinations thereof. Additional functionality is provided by
including additional data, e.g. data in addition to routing data,
along with voice data.
Inventors: |
Ebling; Maria Rene; (White
Plains, NY) ; Jerome; William Francis; (Baldwin
Place, NY) ; Leiba; Barry; (Cortlandt Manor, NY)
; Stern; Edith Helen; (Yorktown Heights, NY) |
|
Applicant: |
Name |
City |
State |
Country |
Type |
International Business Machines Corporation; |
Armonk |
NY |
US |
|
|
Assignee: |
INTERNATIONAL BUSINESS MACHINES
CORPORATION
Armonk
NY
|
Family ID: |
37519970 |
Appl. No.: |
13/687138 |
Filed: |
November 28, 2012 |
Related U.S. Patent Documents
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Application
Number |
Filing Date |
Patent Number |
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12145429 |
Jun 24, 2008 |
8351596 |
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13687138 |
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11153670 |
Jun 15, 2005 |
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12145429 |
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Current U.S.
Class: |
379/265.09 |
Current CPC
Class: |
H04M 3/5191 20130101;
H04M 3/523 20130101; H04M 2203/552 20130101; H04M 7/006
20130101 |
Class at
Publication: |
379/265.09 |
International
Class: |
H04M 3/51 20060101
H04M003/51 |
Claims
1. A method for processing an audio communication, the method
comprising: identifying processing criteria in a web-based
environment using a first device, the processing criteria to be
applied to an audio communication between an initiating entity and
a receiving entity; transmitting the identified processing criteria
to the receiving entity independent of any audio communication
data; establishing the audio communication between an initiating
entity and a receiving entity using a second device independent of
the first device; associating the identified processing criteria
with the established audio communication at the receiving entity;
and processing the audio communication at the receiving entity in
accordance with the associated processing criteria.
2. The method of claim 1, wherein the identified processing
criteria are transmitted to the receiving entity before
establishing the audio communication.
3. The method of claim 1, wherein the step of identifying the
processing criteria comprises selecting at least one processing
criterion from a pre-determined list of processing criteria.
4. The method of claim 3, further comprising identifying said
processing criteria from a list of processing criteria maintained
by the receiving entity.
5. (canceled)
6. The method of claim 1, wherein: the second device comprises
audio communication equipment disposed at the initiating entity;
and the step of transmitting the processing criteria further
comprises forwarding alpha-numeric designations to the receiving
entity using the audio communication equipment disposed at the
initiating entity.
7. The method of claim 1, wherein the second device is capable of
transmitting and receiving text data and audio communication
data.
8. The method of claim 1, wherein the step of identifying the
processing criteria further comprises expressing the processing
criteria using extensible mark-up language.
9. The method of claim 1, wherein: the step of transmitting the
processing criteria comprises using session initiation protocol to
forward the processing criteria; and the step of establishing an
audio communication comprises establishing a voice over internet
protocol audio communication.
10. The method of claim 1, wherein the step of associating the
processing criteria with the audio communication comprises
forwarding a unique telephone number from the receiving entity to
the transmitting entity in response to the transmitted processing
criteria, the unique telephone number used to establish the audio
communication.
11. The method of claim 1, wherein the processing criteria comprise
audio communication routing data, security data, identification of
a service to be provided by the receiving entity or combinations
thereof.
12. The method of claim 1, wherein the step of processing the audio
communication comprises: identifying a destination within the
receiving entity based upon the associated processing criteria; and
routing the audio communication to the identified destination.
13-19. (canceled)
20. A non-transitory computer-readable medium containing a
computer-readable code that when read by a computer causes the
computer to perform a method for processing an audio communication,
the method comprising: identifying processing criteria in a
web-based environment using a first device, the processing criteria
to be applied to an audio communication between an initiating
entity and a receiving entity; transmitting the identified
processing criteria to the receiving entity independent of any
audio communication data; establishing the audio communication
between an initiating entity and a receiving entity using a second
device independent of the first device; associating the identified
processing criteria with the established audio communication at the
receiving entity; and processing the audio communication at the
receiving entity in accordance with the associated processing
criteria.
21. The non-transitory computer-readable medium of claim 20,
wherein the identified processing criteria are transmitted to the
receiving entity before establishing the audio communication.
22. The non-transitory computer-readable medium of claim 20,
wherein the step of identifying the processing criteria comprises
selecting at least one processing criterion from a pre-determined
list of processing criteria.
23. The non-transitory computer-readable medium of claim 22,
further comprising maintaining the pre-determined list of
processing criteria using the receiving entity.
24. (canceled)
25. The non-transitory computer-readable medium of claim 20,
wherein: the second device comprises audio communication equipment
disposed at the initiating entity; and the step of transmitting the
processing criteria further comprises forwarding alpha-numeric
designations to the receiving entity using the audio communication
equipment disposed at the initiating entity.
26. The non-transitory computer-readable medium of claim 20,
wherein the second device is capable of transmitting and receiving
text data and audio communication data.
27. The non-transitory computer-readable medium of claim 20,
wherein: the step of identifying the processing criteria further
comprises expressing the processing criteria using extensible
mark-up language; the step of transmitting the processing criteria
comprises using session initiation protocol to forward the
processing criteria; and the step of establishing an audio
communication comprises establishing a voice over internet protocol
audio communication.
28. The non-transitory computer-readable medium of claim 20,
wherein the step of associating the processing criteria with the
audio communication comprises forwarding a unique telephone number
from the receiving entity to the transmitting entity in response to
the transmitted processing criteria, the unique telephone number
used to establish the audio communication.
29. The non-transitory computer-readable medium of claim 20,
wherein the processing criteria comprise audio communication
routing data, security data, an identification of a service to be
provided by the receiving entity or combinations thereof.
30-31. (canceled)
Description
CROSS-REFERENCE TO RELATED APPLICATIONS
[0001] The present application is a continuation of co-pending U.S.
patent application Ser. No. 12/145,429, filed Jun. 24, 2008, which
is a continuation of co-pending U.S. application Ser. No.
11/153,670, filed Jun. 15, 2005. The entire disclosures of those
applications are incorporated herein by reference.
FIELD OF THE INVENTION
[0002] The present invention is directed to the field of computer
networks. More specifically, the present invention is directed to
computer telephony, in particular processing inbound call to call
center.
BACKGROUND OF THE INVENTION
[0003] Various businesses handle a large volume of phone calls from
clients or customers. To facilitate the processing of this large
volume of phone calls, many businesses utilize technologies such as
call centers and automated call routing equipment. In general, each
call center contains the equipment and personnel necessary to
manage and to process a large volume of inbound or outbound calls.
Inbound call centers provide support for incoming sales and for
customer service requests. For example, inbound call centers
receive calls from customers looking to obtain information about
the goods or services that a company sells, to purchase those goods
or services, to manage their accounts and to obtain assistance. The
same arrangement of equipment in a given call center, however, can
be used as either an inbound call center or an outbound call
center.
[0004] The problems associated with call routing inbound calls
increase as the customer service functions are divided and
distributed among an increasing number of departments and
representatives. Therefore, customers experience increasing
difficulty in identifying the correct customer service group--by
having to locate a telephone number associated with that group, for
example. The difficulty in identifying the proper service group
includes identifying the department providing a particular service,
e.g. the Radiology Department at the local hospital, or identifying
the person that is on duty or that is currently performing a
particular function, e.g. the consultant on duty, the officer of
the day, the acting manager or the pediatrician on call.
[0005] Inbound call centers typically contain an automatic call
distributor (ACD) to handle incoming calls and to provide the
desired routing. For example, the ACD connects calls to a sales
representative, a customer service representative or a help desk
operator, among others. The ACD also facilitates automated routing
of incoming calls to prompt the caller to select one or more menu
choices and to place calls that cannot be answered immediately into
a hold queue until the next appropriate agent becomes available.
The hold queue provides the caller with music, advertising or
periodic barge-in messages updating the caller on the current queue
status. Reponses to the menu choices facilitate routing of the call
through the call center in the most appropriate way.
[0006] The routing and queuing provided by the ACD was historically
handled by a live human operator. For example, a customer would
call a customer service number and would be connected with the live
operator. The caller would describe the nature of the issue or
service desired, for example by saying, "I have a question about my
bill," or "The item I ordered hasn't arrived yet." The live
operator would determine the customer's needs, route the call
accordingly and provide verbal assurance to the customer that the
call is being handled by providing responses such as, "You need to
speak with our sales department. One moment, please, while I
connect you."
[0007] The use of ACD has provided companies with a more efficient
method of handling and distributing incoming customer requests,
particularly as the number of these requests grows. In general, ACD
systems prompt callers through a multitude of levels of menus.
Customer input is provided by selecting numbers, letters and
symbols on the customer premises equipment (CPE) in response to
recorded prompts from the ACD. Examples of these prompts include
"Press 1 for new orders, press 2 to check on the status of an
existing order, press 3 for additional options, press the pound
sign to repeat these options." These automated systems often
require callers to pass through several levels of menu selections,
listening to all options and figuring out which one best applies.
As the number of options increases, it is increasingly difficult
for a customer to keep track of the various options. If a customer
progresses through many levels and is inadvertently disconnected,
that customer must reconnect and step through all of the menus
again. In addition, callers are often not presented with any
options for speaking directly with a live operator.
[0008] Recent technological advances provide for the use of voice
recognition systems to facilitate customer routing and menu
selection. These systems, however, do not eliminate the need to
progress through various menus levels. In addition, voice
recognition systems provide additional problems including an
inability to understand all spoken responses. With these
limitations, ACD's can create a customer service interface that is
slow and frustrating and that produces a negative response in
customers, which is not a desired reaction for purposes of customer
service.
[0009] Therefore, a need exists for systems and methods that
provide for automated and efficient routing of incoming customer
service requests to call centers in a more customer-friendly
environment.
SUMMARY OF THE INVENTION
[0010] The present invention is directed to systems and methods
that route incoming customer service requests directly to the most
appropriate destination without requiring customer knowledge of a
specific telephone number or extension to call and without
requiring the customer to select from a series of menus or menu
prompts. Exemplary systems and methods used in accordance with the
present invention provide for automated call routing in accordance
with processing criteria that are defined and transmitted
independent of an actual customer service call.
[0011] In accordance with one embodiment, the receiving location or
inbound call center receives processing or routing criteria from a
customer that identifies the services that the customer needs from
the inbound call center. When that customer initiates an incoming
audio communication, e.g. a voice call, the audio communication
data are associated with the processing criteria that was
previously received at the call center, and the audio communication
is routed in accordance with the associated processing criteria.
The audio communication is routed to the appropriate destination or
customer service representative, for example a specific person, a
department, a subsidiary, an individual either working within a
facility or working outside the facility, a subcontractor and
combinations thereof. Since the service or function desired by the
customer placing the incoming call is referred to as a "role", i.e.
the role that the customer wants the inbound call center to
perform, systems and methods in accordance with the present
invention are viewed as allowing a customer or caller to "call to
role", placing a voice call and having that call associated with
the transmitted data stream that specifies the role desired. The
processing criteria identifying this role are transmitted in the
data stream. Additional functionality is provided by including
additional data, e.g. data in addition to roles, to a call center
in the processing criteria. The data stream may be transmitted
independently, or in conjunction with the voice stream.
BRIEF DESCRIPTION OF THE DRAWINGS
[0012] FIG. 1 is an illustration of an embodiment of a system for
providing incoming voice calls and associated role data in
accordance with the present invention; and
[0013] FIG. 2 is a flow illustrating an embodiment of a method for
routing incoming calls in accordance with the present
invention.
DETAILED DESCRIPTION
[0014] Referring initially to FIG. 1, a system 10 for use in
accordance with exemplary embodiments of the present invention is
illustrated. As illustrated, the system 10 includes one or more
callers 12 or customers and a company or call center 14. The
callers 12 contact the call center through the public switched
telephone network (PSTN) 16 using, for example, conventional
wireline phones 18, smart phones 17, cellular phones 20 or wireless
phones 19 as the customer premises equipment (CPE). As used herein,
smart phones are generally handheld devices that provide for the
transmission of text data and voice data in the same device. The
ability to send and receive text data provides the smart phone with
added functionalities including, but not limited to, the ability to
send or receive electronic mail, the ability to conduct instant
messaging (IM) sessions, the ability to view internet pages or web
sites and the ability to serve as a personal digital assistant
(PDA). The callers 12 also contact the call center 14 through the
internet 22 using voice over internet protocol (VoIP) enabled
phones 24, PDA's 27 or multimedia computer systems 26, including
desktop systems and laptop systems as the CPE. The system 10 also
includes an internet protocol (IP) PSTN gateway 28 as an interface
between the PSTN 16 and the internet 22. Phone calls initiated in
the PSTN can be routed through the internet to the call center or
can be routed directly through the PSTN to an automatic call
distributor (ACD) 36 located in the call center 14.
[0015] The call center 14 includes a plurality of agents,
operators, specialists, support staff or customer service
representatives, referred to generally as customer service
representatives or agents 30. Each customer service representative
30 is provided with equipment to handle both the audio portion of
an audio communication session or telephone call and the inputting
and display of data related to the audio communication. As
illustrated, each agent 30 includes a telephone 32 and a computer
34. Although illustrated as separate equipment, the functions of
the telephone 32 and computer 34 can be combined into a single
piece of equipment. The agents 30 within the call center 14 can be
located at a single geographical location or can be located at two
or more distinct physical locations. The location and arrangement
of the agents 30 are transparent to the callers 12.
[0016] The call center 14 includes the ACD 36 to handle and to
route the incoming calls through the call center 14. In one
embodiment, the call center 14 also includes a private branch
exchange (PBX) 38 through which the ACD 36 lines can be routed to
provide general carrier interface support for the call center 14.
Although illustrated as two distinct pieces of equipment, a
combined ACD/PBX can also be used. Direct interface with the PSTN
16 is provided by the ACD 36. Interface with the internet is
provided through a web server 40. One or more databases 42 are
provided to store information needed by the agents including, but
not limited to, technical support information, customer
information, parts lists and price lists. Each database 42 can also
include the computer-executable code for running methods in
accordance with the present invention. Agents 30, the ACD 36, the
PBX 38, the web server 40 and the database 42 are in communication
across one or more networks 44. Suitable networks 44 include local
area networks such as Ethernet networks, wide area networks, secure
local and wide area networks, secure wireless networks,
enterprise-wide networks, storage area networks, virtual private
networks, secure virtual private networks, internet area networks,
internet secure networks, personal area networks, and combinations
thereof. The telephones 32 located at each agent 30 can be in
direct communication with the network 44 or can be in communication
with the network 44 through the computer 34.
[0017] Referring to FIG. 2, an exemplary embodiment of a method 200
for receiving and processing audio communications, for example
telephone calls, in accordance with the present invention, is
illustrated. In order to provide for the routing of incoming calls
in accordance with the desired customer service, process criteria
to be applied to an audio communication between an initiating
entity and a receiving entity are identified 206. These processing
criteria are an expression of the services or roles requested from
the receiving entity as well as an identification of the initiating
entity and may include but are not limited to customer name,
address, phone number, birth date, social security number, customer
number, department name, product name, an identification of the
service to be performed by the receiving entity, role name, audio
communication routing data, security data, authentication data and
combinations thereof. Suitable methods for identifying the process
criteria include entering user-defined process criteria at the
initiating entity. In another embodiment, the processing criteria
are defined by selecting at least one processing criterion from a
pre-determined list containing a plurality of processing criteria.
The pre-determined list containing the processing criteria can be
maintained (e.g. by adding new criteria, removing old criteria and
modifying existing criteria) by either the initiating entity or the
receiving entity. Preferably, the pre-determined list is maintained
by the receiving entity.
[0018] In one embodiment, the processing criteria are entered or
selected by the initiating entity using the input functionality of
the equipment or device used to initiate the audio communication.
For example, if the initiating entity is using a telephone, then
the processing criteria are entered as an alpha-numeric string
using the keys on the telephone. Alternatively, the processing
criteria are entered or selected by the initiating entity using a
device that is separate from and independent of any device used to
establish the an audio communication. As shown in FIG. 1, a single
location 27 can include a wireline phone 18 connected to the PSTN
for initiating a telephone call and a separate computer 26
networked to the internet to identify the desired processing
criteria.
[0019] Any suitable language or syntax that is capable of being
read and understood by the receiving entity can be used to identify
or construct the processing criteria. Examples of suitable
languages include, but are not limited to extensible markup
language (XML), computer-readable code, binary code, abbreviations,
natural languages, icons, audio signals including Morse code, coded
language using, for example, public key infrastructure (PKI),
digital signals and combinations thereof.
[0020] In one embodiment, processing criteria are identified and
entered at the initiating entity as specific keywords, requiring
minimal processing at the receiving entity. Alternatively, the
processing criteria are free-form, requiring more analysis and
processing at the receiving entity.
[0021] In one embodiment, the processing criteria are processed as
keywords. If the keywords are known to the processing system, for
example, if the keywords have been selected from a list provided by
the receiving entity, processing constitutes a simple database
lookup. If one or more keywords are not known, language-based
analysis is applied to relate the unknown keywords to known ones.
For example, the unknown keywords "account" and "pay" are mapped to
the known keyword "billing".
[0022] Alternatively, the processing criteria are processed as
free-form text. In one embodiment, language-based analysis is used
to process the free-form text. Language based analysis includes
identifying keywords in a natural-language sentence or phrase. In
the sentence "I have a question about my bill", the keywords
"question" and "bill" are identified, and the call is routed to the
billing department. In the sentence "The item I ordered hasn't
arrived yet", the key words "ordered" and "arrived" are identified,
and the call is routed to the shipping department.
[0023] Having identified the processing criteria, these processing
criteria are transmitted 210 to the receiving entity for evaluation
and processing of the audio communication in accordance with the
processing criteria. Although the processing criteria can be
transmitted to the receiving entity substantially concurrently with
the establishment of an audio communication, preferably the
processing criteria are transmitted to the receiving entity
independent of the establishment of the audio communication and in
advance of the establishment of the audio communication. As with
identifying the processing criteria, the processing criteria can be
transmitted to the receiving entity using a single device that is
capable of both transmitting the processing criteria and
establishing the audio communication or using separate devices for
transmitting the processing criteria and establishing the audio
communication.
[0024] Having identified and transmitted the desired processing
criteria, an audio communication is established 205 between an
initiating entity and a receiving entity. Any type of audio
communication capable of providing at least one-way and preferably
two-way exchanges of audio communication data between two or more
entities can be used. Suitable audio communications include
synchronous communications, telephone communications including
wireline, wireless, cellular, satellite, analogue, digital or voice
over internet protocol (VoIP) based telephone communications and
combinations thereof. Other suitable audio communications include
two-way radio communications and teleconferencing systems including
web-based teleconferencing systems. The audio communication can be
established across any suitable network or combinations of networks
including a public switched telephone network (PSTN), local area
networks and wide area networks such as the Internet or World Wide
Web. In one embodiment, the audio communication is a telephone call
using a PSTN. In another embodiment, the audio communication is a
VoIP call using the internet. Suitable control protocols for the
VoIP audio communication include session initiation protocol
(SIP).
[0025] Suitable initiating entities include automated entities and
live persons or participants that are capable of initiating the
audio communication. These initiating entities include, but are not
limited to callers, customers, program participants, buyers,
students, patients and combinations thereof. In general, the
initiating entity initiates or establishes the audio communication
for the purpose of obtaining the desired goods or services from the
receiving entity. Although suitable receiving entities include the
same types of entities as the initiating entity, typically the
receiving entity is a business or institution that provides goods
or services. Examples of receiving entities in particular include,
but are not limited to, a company selling products, a university
providing web-based courses and a government agency providing
information to the public.
[0026] In one embodiment, each receiving entity includes a
plurality of destinations or termination points for the inbound
audio communication. These termination points include, but are not
limited to, sales, customer service, technical support, registrar,
automated support, video conferencing, physician on call,
pediatrics, emergency room and account management. In one
embodiment, the receiving entity is a call center containing a
plurality of destinations. Although typically associated with
companies, the concept of a call center can be applied to any
collection of destinations including universities, hospitals and
government agencies. In addition, the interface or rendering
required at the receiving entity for interaction with the
initiating entity, including display interfaces, varies with the
source, transmission mode and equipment used by the initiating
entity. Moreover, additional or ancillary handling may be requested
or required by the initiating party including translation services
and security functions including authorization and
authentication.
[0027] Various arrangements of identifying the processing criteria,
transmitting the processing criteria and establishing the audio
communication are defined by the types of equipment and protocols
used to execute these tasks. In one embodiment, the audio
communication is a voice over internet protocol (VoIP) telephone
call or audio communication. This audio communication is
established using a VoIP-enabled device in communication with the
internet. In one embodiment the device, for example a laptop
computer, a PDA, a camera phone, a smart phone or a game console,
establishes an audio communication over a wired or wireless
network, and the device stores logical data. These logical data
include, but are not limited to, additional personal information,
device-specific information and subscriber-specific data. These
logical data are transmitted with the communication and the
processing criteria information to aid or to enhance the audio
communication. In one embodiment the logical data are used in a
call center for purposes of handling the call including providing
for routing, presentation on the receiving end, and further
processing to route the call to subsequent handling.
[0028] The desired processing criteria are identified using the
networked device, for example in a web-based environment.
Therefore, the originating entity can browse or surf the internet
and visit a website associated with the receiving entity. Using
combinations of hyperlinks, pop-up menus, screens and
questionnaires, the desired services are identified and transmitted
to the receiving entity. The identification of the processing
criteria includes expressing these criteria as an extensible
mark-up language (XML) document that is transmitted using suitable
protocols. In one embodiment, the suitable protocols include the
protocols for the VoIP communication. The use of XML allows robust
tagging and structured data. In one embodiment, the processing
criteria are transmitted using session initiation protocol (SIP).
Suitable methods for forwarding data with VoIP communications are
disclosed in U.S. patent application Ser. No. 11/031,927, filed
Jan. 8, 2005, which is incorporated herein by reference in its
entirety.
[0029] In one embodiment, a first device, for example a computer or
PDA, is used to view pages of a web-site associated with the
receiving entity or business offering the desired services or
goods. Within this web-based environment, the first device is used
to identify processing criteria, for example the customer's
telephone number or the department needed, e.g. accounting, using
the web-site's available graphical interface tools. Once
identified, the processing criteria are transmitted to the
receiving entity across one or more networks. In one embodiment,
the processing criteria are transmitted using a pop-up screen in a
web-based environment. In response, the receiving entity forwards a
telephone number to the originating entity through the web
interface, The originating entity uses a second device, separate
from the first device, to establish the audio communication between
the initiating entity and the receiving entity. In one embodiment,
the audio communication is established over the PSTN using CPE such
as a conventional telephone as the second device. The forwarded
telephone number is used to establish the audio communication.
Using the forwarded telephone number provides association between
the processing criteria and the audio communication. In another
embodiment, upon receipt of the processing criteria, the receiving
entity forwards a destination identifier, e.g. an IP address, to
the initiating entity. The initiating entity then places an audio
call to the destination identifier, e.g. using VoIP.
[0030] In one embodiment, a single device is used to identify and
to transmit the processing criteria and to establish the audio
communication. In one embodiment, the single device comprises a
conventional PSTN phone. The keypad on the phone is used to select
and transmit alpha-numeric designations of the processing criteria
to the receiving entity. The phone is then used to establish the
actual audio communication.
[0031] In another embodiment, the single device is a smart phone.
The text transmitting and receiving functionality of the smart
phone is used to identify and transmit the processing criteria, and
the telephone functionality is used to establish the audio
communication. In one preferred embodiment, the smart phone
transmits technical specification data about the smart phone with
the processing criteria when a call is placed to the service
provider. Smart phones offer a vast array of services and
customized downloadable data. This dynamic data, for example the
type of service, the type of software on the phone, the type of
phone and the identification of any additional software on the
phone, is used by the receiving entity or service center to offer
new services or to provide updates and patches for services on the
smart phone. The ability of the smart phone to have new
technologies downloaded makes each smart phone potentially
different, and service providers are able to obtain this customized
and dynamic information while talking to the smart phone user at
the time of the service call.
[0032] In one embodiment, a heightened level of security is
provided to the smart phone during a call. For example, the smart
phone sends a key that is used in conjunction with a voice question
posed by the receiving entity to provide a multi-layered security
system. This embodiment facilitates multiple security queries, with
the result of local action provided to the remote security
authority to be used as part of an authentication or authorization.
Since the smart phone provides additional security key information,
a voice question can be posed that requires a different response
for each authorization. Hence, security would not be compromised if
the phone is lost or stolen.
[0033] Upon establishing the audio communication between the
initiating entity and the receiving entity, the previously
transmitted routing criteria are associated with the audio
communication 220 (FIG. 2). Association of the processing criteria
to the correct audio communication is performed at the receiving
entity. The processing criteria include a sufficient amount of data
or information to provide for the routing and rendering of the
audio communication and to provide any ancillary functions
associated with the audio communication. The processing criteria
are associated with the subsequent telephone call using the calling
phone number, the data channel used to make the call or other means
suitable to the device and network capabilities. In one embodiment,
association between the processing criteria and the audio
communication is facilitated by including an identification tag in
the transmitted processing criteria. Suitable identification tags
include a phone number or uniform resource locator (URL) associated
with the initiating entity. The identification tag is used to
associate the processing criteria with the audio communication, for
example using information provided by typical web browsers or
caller identification systems.
[0034] Having established the audio communication and associated
the desired processing criteria with that audio communication, the
audio communication is processed in accordance with the associated
processing criteria 225. In general, processing involves evaluating
and executing the processing criteria. As illustrated in FIG. 2, a
determination is first made about whether or not the processing
criteria contain information or data concerning the routing of the
audio communication to one or more destinations within the
receiving entity 230. If routing data exist, then the audio
communication is routed accordingly 240. For example, the
processing criteria can include an identification of a destination
within the receiving entity, and the audio communication is routed
to the identified destination.
[0035] If the processing criteria do not include routing data, then
the processing criteria are evaluated for data related to the
rendering of the audio communication at the receiving party 250. If
rendering data are present, the audio communication is rendered
accordingly 270. If no rendering data are present, then any
additional processing criteria are executed including security
functions 260.
[0036] If the receiving party is unable to process one or more of
the criteria, the audio communication is processed in accordance
with predetermined default criteria. For example, if no routing or
role information is provided, if the routing information is
inaccurate or if the routing information has been corrupted, then
the audio communication is routed to a default location, for
example a live operator or a typical prompt menu.
[0037] Various exemplary embodiments in accordance with the present
invention are possible depending on the type of equipment and audio
communications used. In general, the system used with exemplary
embodiments of the present invention can be divided into three
subsystems--an end-user subsystem, a transmission subsystem and a
processing subsystem. In one embodiment, a method in accordance
with the present invention is used to route an inbound telephone
call through a call center. The telephone call is initiated between
the caller and the call center, and routing criteria for the
telephone call are transmitted from the caller to the call center.
In one embodiment, the routing criteria are transmitted by
forwarding alpha-numeric designations indicative of the desired
routing using equipment disposed at the caller. Alternately, the
routing criteria are transmitted independent of the call and are
associated with the telephone call at the call center. The
telephone call is then routed through the call center in accordance
with the routing criteria. In one embodiment, the routing criteria
include an identification of at least one destination within the
call center, an identification of a role to be performed by the
call center and combinations thereof. The routing criteria can be
selected from a pre-determined list of routing criteria maintained,
for example, by the call center.
[0038] In one embodiment, the telephone call is a VoIP based
telephone call, and the step of transmitting the routing criteria
includes transmitting the routing criteria in an XML document
attached to control data calls in the protocol language used for
the VoIP telephone call.
[0039] In one exemplary embodiment, the initiating entity is a user
with a session initiation protocol (SIP) based phone. The user
dials a number and keys in an alpha-numeric designation of the role
desired from the receiving entity. The text of the alpha-numeric
designation is sent as tagged data to the receiving entity. The
SIP-based phone establishes an audio communication with the
receiving entity. The receiving entity receives both the voice call
and the data, and uses the data to route the call in accordance
with the desired role. In one embodiment, the receiving entity
receives both the voice call and the data and uses the data to
route the call at substantially the same time.
[0040] In one embodiment, a web browser sends the processing
criteria to the receiving entity, and a caller-ID feature at the
receiving entity associates the processing criteria with an
incoming call placed within a specified period of time. In one
embodiment, a cellular phone is used to enter the phone number and,
through use of the telephone keypad or a mini-keyboard, to enter
keywords indicating the role for which the call is being made. A
cellular phone or a fully-featured desktop phone allows the
initiating entity to enter the number to be called or to select the
number from a pre-programmed directory, either public or private,
and then to select one more roles from a pre-determined list of
roles. In one embodiment, the list of roles is generic and can be
applied to any called number. Alternatively, each list of roles is
telephone-number-specific and is stored in the directory entry with
the associated phone number.
[0041] When a telephone number and list are picked from a public
directory, the entity being called maintains the list of roles,
allowing the receiving entity to change the list easily and to
maintain a single contact telephone number regardless of routing
changes internal to the receiving entity call center. Internal
routing changes are transparent to the caller. A caller that
records separate phone numbers or extensions for "billing" and
"shipping" keeps an up-to-date personal directory to handle that.
If the caller keeps a single phone number in the personal
directory, along with role keywords "billing" and "shipping", then
any changes on the receiving side remain strictly on the receiving
side and do not affect callers.
[0042] The present invention is also directed to a machine-readable
or computer-readable medium containing a machine-executable or
computer-executable code that when read by a machine or computer
causes the machine or computer to perform a method for routing
inbound audio communications in accordance with priority criteria
transmitted to the entity receiving the audio communication in
accordance with exemplary embodiments of the present invention and
to the computer-executable code itself. The machine-readable or
computer-readable code can be any type of code or language capable
of being read and executed by the machine or computer and can be
expressed in any suitable language or syntax known and available in
the art including machine languages, assembler languages, higher
level languages, object oriented languages and scripting languages.
The computer-executable code can be stored on any suitable storage
medium or database, including databases disposed within, in
communication with and accessible by computer networks utilized by
systems in accordance with the present invention and can be
executed on any suitable hardware platform as are known and
available in the art.
[0043] While it is apparent that the illustrative embodiments of
the invention disclosed herein fulfill the objectives of the
present invention, it is appreciated that numerous modifications
and other embodiments may be devised by those skilled in the art.
Additionally, feature(s) and/or element(s) from any embodiment may
be used singly or in combination with other embodiment(s) and steps
or elements from methods in accordance with the present invention
can be executed or performed in any suitable order. Therefore, it
will be understood that the appended claims are intended to cover
all such modifications and embodiments, which would come within the
spirit and scope of the present invention.
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