Telephonic communications – Plural exchange network or interconnection – With interexchange network routing
Reexamination Certificate
1999-11-03
2001-11-27
Hong, Harry S. (Department: 2642)
Telephonic communications
Plural exchange network or interconnection
With interexchange network routing
C379S211020, C379S221010, C379S265020, C379S266040, C379S207010, C379S212010
Reexamination Certificate
active
06324276
ABSTRACT:
FIELD OF THE INVENTION
The present invention relates to the field of telecommunication, and more particularly to management of toll free telephone calls.
BACKGROUND OF THE INVENTION
FIG. 1
is a functional diagram of a premises call center connecting an end user
116
to a business call center
108
via an originating Local Public Switched Telecommunications Network (PSTN)
106
, a Long Distance Network
114
and terminating Local PSTN
106
. Business call centers are typically put together by integrating multiple system components into a complete business solution to answer, service, queue and route inbound customer calls. These system components can include a Private Branch Exchange (PBX)
102
, an Automatic Call Distributor (ACD)
112
and an Interactive Voice Response (IVR) System
110
in addition to customer service or help desk applications for the call center agents
104
. Many call centers deploy a Computer Telephony Integration (CTI) server providing intelligent call routing. Traditionally, different vendors supplied the different system components and systems integrators pulled the components together into a solution.
FIG. 2
is a functional diagram of a network-based call center connecting an end user
116
to a business call center
108
via an originating Local PSTN
106
, a Long Distance Network
114
and a terminating Local PSTN
106
. Network call centers may include a Switch
122
, an ACD
112
and an IVR
110
within the Long Distance Network
114
and provide call answering, servicing and queuing services. These services are built on call center solutions residing inside the network that aggregate the services across multiple business customers on the shared physical configurations. Many call center vendors have targeted this fast growing network call center market with PSTN integrated systems and solutions.
The call centers depicted in
FIGS. 1 and 2
each share the disadvantage that long distance toll charges accrue while a call is on hold awaiting connection to a call center agent. Long distance toll charges also accrue while the caller is interacting with the Interactive Voice Response.
SUMMARY OF THE INVENTION
A method and system for managing a toll free long distance call to a business call center are disclosed. A toll free long distance call to a business call center is redirected to a local call center. The redirected toll free call is automatically answered in the local call center to determine whether long distance connection to the business call center is necessary. If connection to the remote call center is necessary, the redirected toll free call is bridged with a telephone connection in the business call center via a long distance network.
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Sundaram Mukesh
Uppaluru Prem
Blakely , Sokoloff, Taylor & Zafman LLP
Hong Harry S.
Telera, Inc.
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