Telephonic communications – Centralized switching system – Call distribution to operator
Reexamination Certificate
1996-09-26
2001-06-12
Tsang, Fan (Department: 2645)
Telephonic communications
Centralized switching system
Call distribution to operator
C379S212010, C379S260000, C379S273000, C379S309000
Reexamination Certificate
active
06246759
ABSTRACT:
BACKGROUND OF THE INVENTION
This invention relates generally to telephonic switching networks comprised of a plurality of interconnected telephonic switches and, more particularly, to a call overflow system and method for transferring calls from an originating telephonic switch to a destination telephonic switch, for compiling data relating to the calls at the originating telephonic switch including information supplied by the caller and for transmitting the data to the destination telephonic switch.
Telephonic switches employing a multiport switch controlled by a central processing unit for selectively interconnecting a plurality of interior telephonic units with external telephonic units through an external telephonic network are well known. It is also known to send an external telephonic call received at a telephonic switch to another telephonic switch in a telephonic switch network. An example of such a telephonic switch is disclosed in U.S. Pat. No. 5,469,504 issued to Blaha on Nov. 21, 1995 and entitled “Automatic Call Distributor With Intersubnetwork Customer Information Transfer System and Method”, the disclosure of which is hereby incorporated by reference.
In these known systems, an incoming telephone call is made from an external telephonic unit to an originating telephonic switch, such as an automatic call distributor (ACD), through a public telephone network. Once the call is received, the originating telephonic switch logically determines how the call is to be routed. The call is often directed to an agent associated with the originating telephonic switch to service the call. However, in many situations it may be necessary for the call must to be transferred or overflowed to an agent at another telephonic switch in the telephonic switch network. For example, the number of incoming telephone calls to the originating telephonic switch may exceed the call capacity of the originating telephonic switch and thereby require the call to be overflowed to another telephonic switch in the network.
It is known to transfer a call from one ACD to another ACD through the regular public external telephonic network. Such a system is disclosed in commonly assigned U.S. Pat. No. 5,384,841 issued to Adams et al., entitled “Automatic Call Distribution Network With Call Overload System and Method” and issued on Jan. 24, 1995, the disclosure of which is hereby incorporated by reference. The Adams et al. invention increased the amount of information sent with the overflowed call. The additional information could then be advantageously used by the destination ACD, or the agent at the destination ACD. Although the Adams et al. invention is a significant improvement over prior systems, systems which provide even more information to the destination ACD, or destination telephonic switch, are desired in the art.
For example, telephonic switches are increasingly obtaining information from the caller which is subsequently used in handling the call. Typically, a voice response unit (VRU) audibly requests information, such as an identification number, from the caller. Prior systems unfortunately do not transfer information provided by the caller to the destination telephonic switch. Thus, an agent, or VRU, at the destination telephonic switch must again request the information.
Therefore, these known systems are limited by the restricted amount of information transferred to the destination telephonic switch, thereby reducing the amount of routing and application features available in such a telephonic switch network with overflow capability.
Accordingly, there is a need in the art for a call overflow system and method wherein information provided by the caller is transmitted from an originating telephonic switch to a destination telephonic switch.
SUMMARY OF THE INVENTION
This need is met by a call overflow system and method for overflowing a telephone call from an originating telephonic switch to a destination telephonic switch in accordance with the present invention wherein the originating telephonic switch transmits information gathered from the caller to the destination telephonic switch. The destination telephonic switch thereafter advantageously uses the information to accept or decline the overflowed telephone and, if accepted, to route the overflowed telephone call to an agent.
In accordance with one aspect of the present invention, a call overflow system for overflowing a telephone call from an originating telephonic switch to a destination telephonic switch is provided. The system comprises collecting means, such as a voice response unit, associated with the originating telephonic switch for collecting information from a caller. Sending means sends the information from the originating telephonic switch to the destination telephonic switch. Transferring means then transfers the telephone call from the originating telephonic switch to the destination telephonic switch based on the information.
Preferably, the call overflow system further comprises compiling means associated with the originating telephonic switch for compiling data relating to the telephone call, the data including the information supplied by the caller. The compiling means may compile data relating to a number of times the telephone call was transferred, data relating to identification of a dialed number identification service associated with the telephone call, data relating to identification of the originating telephonic switch, data relating to identification of a call sequence number uniquely identifying the telephone call, data relating to a time the telephone call spent at the originating telephonic switch, data relating to routing information for routing the telephone call at the destination telephonic switch and data relating to an application number identifying which application is to route the telephone call at the destination telephonic switch.
In accordance with another aspect of the present invention, a method for overflowing a telephone call made by a caller from an originating telephonic switch to a destination telephonic switch comprises the steps of: collecting information obtained from the caller; sending the information to the destination telephonic switch; and transferring the telephone call to the destination telephonic switch. Preferably, the method further comprises the step of compiling data relating to the telephone call, the data including the information supplied by the caller. The step of collecting information may comprise the step of audibly prompting the caller for the information.
These and other features and advantages of the present invention will become apparent from the following detailed description, the accompanying drawings and the appended claims.
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Gisby Doug
Greene Daniel L.
Li Chan-En
Hoosain Allan
Rockwell International Corporation
Tsang Fan
Welsh & Katz Ltd.
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