WO2006062854A3 - System and method for routing calls - Google Patents

System and method for routing calls Download PDF

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Publication number
WO2006062854A3
WO2006062854A3 PCT/US2005/043789 US2005043789W WO2006062854A3 WO 2006062854 A3 WO2006062854 A3 WO 2006062854A3 US 2005043789 W US2005043789 W US 2005043789W WO 2006062854 A3 WO2006062854 A3 WO 2006062854A3
Authority
WO
WIPO (PCT)
Prior art keywords
call
characteristic
caller
routing calls
interface characteristic
Prior art date
Application number
PCT/US2005/043789
Other languages
French (fr)
Other versions
WO2006062854A2 (en
Inventor
Benjamin Anthony Knott
Robert R Bushey
Sarah Korth
Original Assignee
Sbc Knowledge Ventures Lp
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by Sbc Knowledge Ventures Lp filed Critical Sbc Knowledge Ventures Lp
Publication of WO2006062854A2 publication Critical patent/WO2006062854A2/en
Publication of WO2006062854A3 publication Critical patent/WO2006062854A3/en

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Classifications

    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/5166—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing in combination with interactive voice response systems or voice portals, e.g. as front-ends

Abstract

A method and system of routing calls is disclosed. In a particular embodiment, the method includes prompting a caller of a call for caller information with a first system. The first system has a first interface characteristic. The method further includes selecting a destination for the call based on the caller information. The destination has a second interface characteristic. The method also includes identifying a call interface characteristic change based on a difference between the first characteristic and the second characteristic, and advising the caller of the call interface characteristic change prior to routing the call.
PCT/US2005/043789 2004-12-06 2005-12-02 System and method for routing calls WO2006062854A2 (en)

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
US11/005,498 2004-12-06
US11/005,498 US7864942B2 (en) 2004-12-06 2004-12-06 System and method for routing calls

Publications (2)

Publication Number Publication Date
WO2006062854A2 WO2006062854A2 (en) 2006-06-15
WO2006062854A3 true WO2006062854A3 (en) 2008-10-09

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PCT/US2005/043789 WO2006062854A2 (en) 2004-12-06 2005-12-02 System and method for routing calls

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US (1) US7864942B2 (en)
WO (1) WO2006062854A2 (en)

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