Routing calls to call centers

Details Routing calls to call centers Routing calls to call centers

1997-02-28

1999-07-13

Hunter, Daniel S.

Telephonic communications

Plural exchange network or interconnection

With interexchange network routing

379265, 379309, 379207, H04M 700

Patent

active

059237457

ABSTRACT:
A system is provided for routing calls. The system includes a plurality of call centers coupled to a public switched telephone network which supports a caller identification feature and a transfer feature. A trunk interface, coupled via a link to the public switched telephone network, receives a call from the public switched telephone network over the link. A database stores customer profile information and call center information. A processor is coupled to the trunk interface and the database. The processor identifies a customer placing the call utilizing the caller identification feature, retrieves from the database customer profile information associated with the identified customer, and selects one of the call centers in response to the customer profile information and the call center information. The processor routes the call to the selected call center, after which the link is released utilizing the transfer feature.

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"Intelligent CallRouter.TM.," Brochure, GeoTel Comunications Corporation, date unknown, 4 pages.

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