Abstract:
A call handling system for a call comprising a routing system configured to receive a key from a first call system and responsively transfer a query to a call processing system wherein the query indicates the key and wherein the call processing system is configured to receive the key and process the key by placing the key into a dialed number information service (DNIS) override field of a query response and is configured to transfer the query response to the routing system, and wherein the routing system is further configured to receive the query response and responsively send the key as DNIS to a second call system. The technology improves call handling capabilities of a call handling system thereby saving time and allowing for improved call handling efficiencies.

Description:
BACKGROUND OF THE INVENTION 
   1. Field of the Invention 
   The invention is related to the field of communications, and in particular, to a system and method for call handling. 
   2. Description of the Prior Art 
   An enormous number of calls are placed daily from callers to call centers that provide customer support services. Currently, network configurations that support the customer support services include service platforms, interactive voice response units (IVRs), automatic call distributors (ACDs), live agents at a call center that interact with callers, and computers with customer databases. Of the hundreds of thousands of calls placed each day destined for call centers, a large percentage are handled automatically by the IVRs and other similar communications equipment. However, an even greater percentage of calls require handling by live call agents. 
   One method of handling a call that requires interaction with a live call agent includes routing the incoming call to a service platform that further routes the call to an IVR. The IVR prompts the call for information such as the caller&#39;s social security number or a service requested by the caller. Based upon the caller entered information the call must be redirected to a live call agent. To accomplish the redirection, the call leg between the service platform is torn down and a new call leg is established from the service platform to the live call agent. 
   As a consequence of this method, the network does not retain the caller entered information for access by the live call agent. Thus, the live call agent must re-prompt the caller for the same information previously entered. This method serves to irritate callers who would prefer not to provide information twice, and it irritates the call agents who must interface with the callers. Furthermore, the amount of time that the live agent spends re-gathering the information multiplied by the enormous number of calls placed daily to call centers results in significant call handling inefficiencies. 
   SUMMARY OF THE INVENTION 
   The invention helps solve the above problems with technology that improves call handling. Advantageously, the technology eliminates the need for live operators to re-prompt a caller for previously entered caller information thereby saving time and allowing for improved call handling efficiencies. 
   An example of the invention includes a call handling system for a call comprising a routing system configured to receive a key from a first call system and responsively transfer a query to a call processing system wherein the query indicates the key and wherein the call processing system is configured to receive the key and process the key by placing the key into a dialed number information service (DNIS) override field of a query response and is configured to transfer the query response to the routing system, and wherein the routing system is further configured to receive the query response and responsively send the key as DNIS to a second call system. 
   Another example of the invention includes a method of handling a call, the method comprising in a routing system receiving a key from a first call system, responsively transferring a query indicating the key to a call processing system, in the call processing system receiving the key and placing the key into a dialed number information service (DNIS) override field of a query response, transferring the query response including the key in a dialed number information service (DNIS) override field, and in the routing system receiving the query response and transferring the key as DNIS to a second call system. 

   
     BRIEF DESCRIPTION OF THE DRAWINGS 
     The same reference number represents the same element on all drawings. 
       FIG. 1  illustrates a call handling system in an example of the invention. 
       FIG. 2  illustrates the operation of a call handling system in an example of the invention. 
       FIG. 3  illustrates a call handling system in an example of the invention. 
       FIG. 4  illustrates the operation of a call handling system in an example of the invention. 
       FIG. 5  illustrates a call handling system in an example of the invention. 
       FIG. 6  illustrates a computer system in an example of the invention. 
       FIG. 7  illustrates a call handling system in an example of the invention. 
       FIG. 8  illustrates the operation of a call handling system in an example of the invention. 
   

   DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENT 
     FIGS. 1–8  and the following description depict specific examples to teach those skilled in the art how to make and use the best mode of the invention. For the purpose of teaching inventive principles, some conventional aspects have been simplified or omitted. Those skilled in the art will appreciate variations from these examples that fall within the scope of the invention. Those skilled in the art will appreciate that the features described below can be combined in various ways to form multiple variations of the invention. As a result, the invention is not limited to the specific examples described below, but only by the claims and their equivalents. 
   First Embodiment Configuration and Operation— FIGS. 1–2   
     FIG. 1  illustrates call handling system  100  in an embodiment of the invention. Routing system  110  is connected to call processing system  120 , first call system  130 , and second call system  140 . Routing system  110  could include a collection of Public Switched Telephone Networks (PSTNs). Routing system  110  could also include a service platform connected to the PSTNs. Call processing system  120  could include a Service Control Point (SCP) or a similar processing system. First call system  130  comprises an automatic call distribution group (ACD) including an interactive voice response unit (IVR). First call system  130  could also include a remote processor (RP). Second call system  140  comprises an ACD including a live operator. 
     FIG. 2  illustrates the operation of call handling system  100  in an embodiment of the invention. First call system  130  transfers a key and a called number to routing system  110 . Routing system receives the key and called number and responsively transfers a query to call processing system  120  indicating the key and called number. Call processing system  120  receives the query and in response processes the called number to determine routing instructions associated with the called number. Call processing system  120  processes the key by placing the key into a dialed number information service (DNIS) override field of a response to the query. Call processing system  120  transfers the response having the key in the DNIS override field and including the routing instructions to routing system  110 . Routing system  110  receives the response and responsively sends the key as DNIS to second call system  140 . 
   Second Embodiment Configuration and Operation— FIGS. 3–4   
     FIG. 3  illustrates call handling system  300  in an embodiment of the invention. Routing system  310  is connected to caller  301 , call processing system  320 , first call system  330 , and second call system  340 . Remote processor  350  is connected to call processing sytem  320 , first call system  330 , and second call system  340 . Routing system  310  could include a collection of PSTNs. Routing system  310  could also include a service platform connected to the PSTNs. Call processing system  320  could include a Service Control Point (SCP) or a similar processing system. First call system  330  comprises an automatic call distribution group (ACD) including interactive voice response unit (IVR). Second call system  340  comprises an ACD including a live operator. 
     FIG. 4  illustrates the operation of call handling system  300  in an embodiment of the invention. First call system  330  transfers caller entered information gathered during a call to remote processor  350 . Remote processor  350  receives the caller entered information and processes the information to determine a key associated with the call. Remote processor transfers the key to first call system  330 . First call system  330  transfers a key and a called number to routing system  310 . Routing system receives the key and called number and responsively transfers a query to call processing system  320  indicating the key and called number. Call processing system  320  receives the query and in response processes the called number to determine routing instructions associated with the called number. Call processing system  320  processes the key by placing the key into a dialed number information service (DNIS) override field of a response to the query. Call processing system  320  transfers the response having the key in the DNIS override field and including the routing instructions to routing system  310 . Routing system  310  receives the response and responsively sends the key as DNIS to second call system  340 . 
   Third Embodiment Configuration— FIG. 5   
     FIG. 5  illustrates call handling system  500  in an embodiment of the invention. Switching system  510  is connected to caller  501 , call processing system  520 , second call system  540 , and service platform  515 . Service platform  515  is connected to first call system  530 . Remote processor  550  is connected to call processing system  520 , first call system  530 , and second call system  540 . Switching system  510  could be a switch of the PSTN. Call processing system  520  could include a Service Control Point (SCP) or a similar processing system. First call system  530  comprises an automatic call distribution group (ACD) including interactive voice response unit (IVR). Second call system  540  comprises an ACD including a live operator. 
   The following is a discussion of the operation of call handling system  500 . The call is connected from caller  501  through switching system  510  to service platform  515 . The caller is prompted by service platform  515  for caller entered information such as a personal identification number, social security number, or other such identifying information. Service platform  515  responsively routes the call to first call system  530 . First call system  530  gathers further caller entered information from the caller and sends an RP query to RP  550  including the caller entered information. RP  550  processes the information to determine call handling instructions for the call. RP  550  further determines a key associated with the caller entered information and transfers a query response including the key to first call system  530 . First call system  530  issues a DTMF transfer command having the key and a called number. For instance, the transfer command would be *8-DNIS-800-555-1212 wherein the “*8” signals a call transfer to service platform  515 , the key is delivered as DNIS, and the 800 number indicates the translation routing label for a second leg of the call. 
   Service platform  515  receives the transfer command and responsively tears down the first circuit to first call system  530 . Service platform  515  next out-dials the 800 number including the key as DNIS. Switching system  510  responsively queries call processing system  520  with the key and 800 number to determine routing instructions for the call. Call processing system  520  translates the 800 number for routing instructions, processes the key by placing it in the DNIS override field of a query response, and transfers the query response to switching system  510 . Switching system routes the call according to the routing instructions including sending the key as DNIS. Second call system receives the call including the key as DNIS and queries RP  550  with the key to access the caller entered information associated with the key. 
   Computer System Configuration— FIG. 6   
     FIG. 6  illustrates computer system  600  that could be used to implement aspects of the invention. In particular, computer system  600  could be used in call handling system  100 ,  300 , or  500 , or in another communication system. Computer system  600  includes processing system  610 , storage system  620 , software  640 , first interface  630 , and second interface  650 . Storage system  620  stores software  640 . Processing system  610  is linked to first interface  630  and second interface  650 . Computer system  600  could be comprised of programmed general-purpose computers, although those skilled in the art will appreciate that programmable or special purpose circuitry and equipment may be used. Computer system  600  may use a client server architecture where operations are distributed among a server system and client devices that together comprise elements  610 – 650 . 
   First interface  630  could comprise a network interface card, modem, port, or some other communication device. First interface  630  may be distributed among multiple communication devices. Processing system  610  could comprise a computer microprocessor, logic circuit, or some other processing device. Processing system  610  may be distributed among multiple processing devices. Second interface  650  could comprise a keyboard, mouse, voice recognition interface, microphone and speakers, graphical display, touch screen, or some other type of user device. Storage system  620  could comprise a disk, tape, integrated circuit, server, or some other memory device. Storage system  620  may be distributed among multiple memory devices. 
   Processing system  610  retrieves and executes software  640  from storage system  620 . Software  640  may comprise an operating system, utilities, drivers, networking software, and other software typically loaded onto a general-purpose computer. Software  640  could also comprise an application program, firmware, or some other form of machine-readable processing instructions. When executed by the processing system  610 , software  640  directs the processing system  610  to operate as described for call handling system  100 ,  300 , and  500 . 
   Live Operator Example of the Invention— FIGS. 7–8   
     FIG. 7  illustrates call handling system  700  in an embodiment of the invention. Routing system  710  is connected to caller  701 , SCP  760 , voice recognition unit (VRU)  720 , and live operator  750 . Remote processor (RP)  740  is connected to VRU  720  and live operator  750 . Routing system  710  could be a switch of the PSTN. 
     FIG. 8  illustrates the operation of call handling system  700  in an embodiment of the invention. The call is connected from caller  701  through routing system  710  to VRU  720 . The caller is prompted by VRU  720  for caller entered information such as a personal identification number, social security number, or other such identifying information. VRU  720  sends an RP query to RP  740  including the caller entered information. RP  740  processes the information to determine call handling instructions for the call. RP  740  further determines a key associated with the caller entered information. RP  740  transfers a query response including the key to VRU  720 . VRU  720  issues a DTMF transfer command having the key and a called number. Routing system receives the transfer command and responsively transfers an SCP query with the key to SCP  760 . SCP  760  processes the key by placing the key in the DNIS override field of a query response and transfers the response to the routing system including the key and routing instructions. Routing system  710  connects caller  701  to live operator  750  in accordance with the routing instructions and sends the key as DNIS to live operator  750 . Live operator  750  sends an RP query with the key to RP  740 . RP  740  responsively transfers the correct caller entered information in an RP response to live operator  750 , thereby eliminating time spent by the live operator re-gathering previously entered caller information.