The patent badge is an abbreviated version of the USPTO patent document. The patent badge does contain a link to the full patent document.
The patent badge is an abbreviated version of the USPTO patent document. The patent badge covers the following: Patent number, Date patent was issued, Date patent was filed, Title of the patent, Applicant, Inventor, Assignee, Attorney firm, Primary examiner, Assistant examiner, CPCs, and Abstract. The patent badge does contain a link to the full patent document (in Adobe Acrobat format, aka pdf). To download or print any patent click here.
Patent No.:
Date of Patent:
Oct. 29, 2002
Filed:
Apr. 27, 1999
Minh Duy Khuc, Overland Park, KS (US);
Carl Milton Coppage, Harrisonville, MO (US);
Bryce Alan Jones, Overland Park, KS (US);
Sprint Communications Company L.P., Overland Park, KS (US);
Abstract
The invention provides a call processing system to handle calls to a call center by obtaining absolute address for a call center resource from a call center resource processor prior to directing the call to the call center resource. The invention includes a call processing system that receives an initial signal, processes the initial signal to identify a call center resource processor, generates the address query for a call center resource processor, and transmits the address query from the call processing system. Once an address response from the call center resource processor including an absolute address for the call is received, the call processing system generates an instruction to cause a network element system to route the call to a call center resource with the absolute address. At the call center resource, no translation of the call is needed to direct the call to the call's final destination, an agent, interactive voice response, or voice response unit. Therefore, complex routing equipment at the call center resource can be eliminated. Because the absolute address is identified at the call center resource processor, the invention may also transmit service data over the same communications equipment as the call from the network element system to the call center resource. Separate communications equipment at the call center resource for service data can be eliminated.