Patent ID: 8254556
Filing Date: 2012-08-28
Classification: H04M,H04Q

Abstract:
1. A call routing system for use in directory assistance system, said routing system comprising: a primary call routing device at a first call center in the directory assistance system configured to receive directory assistance calls from callers and to determine using a first call distribution process, for each of said calls, whether said calls will be handled by said first call center, or by a second call center in said directory assistance system among a plurality of call centers; and a secondary router at said first call center in said directory assistance system, said secondary router configured to initially route said calls within said first call center to said primary call routing device, and wherein if said primary call routing device is off-line, said secondary call router employs a second default call distribution process to route said calls among said first call center, and said plurality of call centers including said second call center in said directory assistance systems.