Patent EP1073249A2 successfully refreshed from Google Patents.
EP1073249A2
Expired / Lapsed
EP
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Enterprise-wide intelligent call center routing
Assignee: Nokia of America Corp
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Filing: 2000-07-17
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Granted: —
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Expires: 2020-07-17
Abstract
Abstract Internet Call Center quality of service is enhanced by directing all callers' browser-initiated contact requests to a single Internet Interface Controller. Upon receiving a caller's contact request, ruled-based routing is applied at the Internet Interface Controller to determine the Call Center, from among the Enterprise-wide domain of Call Centers, best suited for servicing the call. A pre-routed contact request is created establishing the Call Center best suited for servicing the call as the appropriate destination Call Center and a session is established between the caller and the Call Center best suited for servicing the call.
Inventors
- 👤 David T. Lu
- 👤 Jean F. Zaleckas
Bibliographic Details
Application Number
—
Jurisdiction
EP
Data Source
google_patents
Last Synchronized
2026-11-07 11:25
CPC Classifications
H; H04; H04M; H04M3/00; H04M3/42; H04M3/50; H04M3/51; H04M7/00; H04M7/12
Claims Analysis
Total Claims: 12
Claim 1
Independent Claim
83 words
A method of assigning a contact request, initiated by a caller
utilizing a browser, to a call center selected from a plurality of call centers,
said method comprising the steps of: receiving said contact request; dipping a database to access an applicable rule from a set of rules; applying said applicable rule to said contact request to select said
call center from said plurality of call centers; and returning an address associated with said call center to said browser
initiating said contact request.
Claim 2
Dependent Claim
43 words
The method in accordance with claim 1 further comprising the
steps of: parsing said contact request to determine a type value associated
with a request type field; and establishing a call with said call center, said call type dependent
upon said type value.
Claim 3
Dependent Claim
49 words
The method in accordance with claim 1 further comprising the
steps of: receiving real-time event information from said plurality of call
centers; and applying said real-time event information, in conjunction with said
applicable rule, to said contact request to select said call center from said
plurality of call centers.
Claim 4
Dependent Claim
49 words
The method in accordance with claim 1 further comprising the
steps of: receiving historical event information from said plurality of call
centers; and applying said historical event information, in conjunction with said
applicable rule, to said contact request to select said call center from said
plurality of call centers.
Claim 5
Independent Claim
114 words
A device for assigning a contact request, initiated by a caller
utilizing a browser, to a call center selected from a plurality of call centers,
said device comprising: a listening device operable to receive said contact request; a data repository, operable to receive pertinent call center data from
said listening device and pertinent contact request data from said caller;
and a routing engine, operable to read said pertinent call center data
and pertinent contact request data from said data repository, said routing
engine adapted to apply a set of rules to said pertinent call center data and
said pertinent contact request data to determine said call center selected
from said plurality of call centers.
Claim 6
Dependent Claim
30 words
The device in accordance with claim 5 wherein said contact
request data includes a field specifying that a subsequently established
call session is a Voice over Internet Protocol (VoIP) session.
Claim 7
Dependent Claim
26 words
The device in accordance with claim 5 wherein said contact
request data includes a field specifying that a subsequently established
call session is a text-chat session.
Claim 8
Dependent Claim
26 words
The device in accordance with claim 5 wherein said contact
request data includes a field specifying that a subsequently established
call session is a call-back session.
Claim 9
Independent Claim
88 words
A device for assigning a contact request, initiated by a caller
utilizing a browser, to a call center selected from a plurality of call centers,
said device comprising: means for receiving said contact request; means for dipping a database to access an applicable rule from a
set of rules; means for applying said applicable rule to said contact request to
select said call center from said plurality of call centers; and means for returning an address associated with said call center to
said browser initiating said contact request.
Claim 10
Dependent Claim
44 words
The device in accordance with claim 9 further comprising: means for parsing said contact request to determine a type value
associated with a request type field; and means for establishing a call with said call center, said call type
dependent upon said type value.
Claim 11
Dependent Claim
50 words
The device in accordance with claim 9 further comprising: means for receiving real-time event information from said plurality of
call centers; and means for applying said real-time event information, in conjunction
with said applicable rule, to said contact request to select said call center
from said plurality of call centers.
Claim 12
Dependent Claim
50 words
The device in accordance with claim 9 further comprising: means for receiving historical event information from said plurality of
call centers; and means for applying said historical event information, in conjunction
with said applicable rule, to said contact request to select said call center
from said plurality of call centers.
References Cited (Backward Citations)
No citation records indexed.
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