Routing calls to call centers

Claim 3

The system of claim 1, further comprising a voice response unit coupled to the trunk interface, the voice response unit operable to query the customer to receive at least a portion of the customer profile information.

Claim 4

The system of claim 1, further comprising a network interface, the network interface operable to receive at least a portion of the call center information.

Claim 5

The system of claim 3, wherein the network interface is operable to receive call center dynamics information from at least one call center.

Claim 6

The system of claim 1, wherein the line comprises an ISDN-supported line having a predetermined delay period.

Claim 7

The system of claim 5, wherein the processor is operable to delay routing the call to the selected call center for the predetermined delay period.

Claim 8

The system of claim 1, wherein: the database is further operable to store a customer service representative profile information; and the processor is further operable to determine a suitable customer service representative to handle the call in response to the customer service representative profile information.

Claim 9

The system of claim 1, wherein the processor is further operable to insert routing information into a call record associated with the call, the routing information identifying the selected call center.

Claim 10

The system of claim 1, wherein the transfer feature comprises an external switch hook transfer feature supported by ISDN.

Claim 11

The system of claim 1, wherein the processor is further operable to rank the call centers in order of suitability.

Claim 12

A network routing unit for routing calls to one of a plurality of call centers coupled to a public switched telephone network which supports a caller identification feature and a transfer feature, the network routing unit comprising: a trunk interface coupled via a link to the public switched telephone network, the trunk interface operable to receive a call from the public switched telephone network using a line of the link; a database operable to store customer profile information and call center information; and a processor coupled to the trunk interface and the database, the processor operable to identify a customer placing the call utilizing the caller identification feature, the processor further operable to retrieve from the database customer profile information associated with the identified caller, the processor further operable to select one of the call centers in response to the customer profile information and the call center information, the processor further operable to initiate routing of the call to the selected call center so that the line of the link between the trunk interface and the public switched telephone network is released utilizing the transfer feature.

Claim 13

A network routing unit for routing calls to one of a plurality of call centers coupled to a public switched telephone network which supports a caller identification feature and a transfer feature, the network routing unit comprising: a trunk interface coupled via a link to the public switched telephone network, the trunk interface operable to receive a call from the public switched telephone network using a line of the link; a database operable to store customer profile information and call center information; and a processor coupled to the trunk interface and the database, the processor operable to identify a customer placing the call utilizing the caller identification feature, the processor further operable to retrieve from the database customer profile information associated with the identified caller, the processor further operable to select one of the call centers in response to the customer profile information and the call center information, the processor further operable to initiate routing of the call to the selected call center so that the line of the link between the trunk interface and the public switched telephone network is released utilizing the transfer feature.

Claim 14

The network routing unit of claim 11, further comprising a voice response unit coupled to the trunk interface and the processor, the voice response unit operable to query the customer placing the call.

Claim 15

The network routing unit of claim 11, further comprising a network interface coupled to the processor, the network interface operable to receive at least a portion of the call center information.

Claim 16

The network routing unit of claim 11, wherein the line comprises an ISDN-supported line having a predetermined delay period.

Claim 17

The network routing unit of claim 14, wherein the processor is operable to delay routing the call to the selected call center for the predetermined delay period.

Claim 18

The network routing unit of claim 11, wherein the processor is further operable to insert routing information into a call record associated with the call, the routing information identifying the selected call center.

Claim 19

The network routing unit of claim 11, wherein the transfer feature comprises an external switch hook transfer feature supported by ISDN.

Claim 20

The network routing unit of claim 11, wherein the processor is further operable to rank the call centers in order of suitability.

Claim 23

The method of claim 19, wherein the step of retrieving customer profile information comprises querying the customer with a voice response unit to receive at least a portion of the customer profile information.

Claim 24

The method of claim 19, further comprising the step of storing customer profile information in the database, and wherein the step of retrieving customer profile information comprises querying the database.

Claim 25

The method of claim 19, further comprising the step of transmitting customer profile information to the selected call center.

Claim 26

The method of claim 19, wherein the line comprises an ISDN-supported line having a predetermined delay period, and further comprising the step of delaying the routing of the call to the selected call center for the predetermined delay period.

Claim 27

The method of claim 19, further comprising the step of inserting routing information into a call record associated with the call, the routing information identifying the selected call center.

Claim 28

The method of claim 19, wherein the transfer feature comprises an external switch hook transfer feature supported by ISDN.

Claim 29

The method of claim 19, further comprising the step of ranking the call centers in order of suitability.

Claim 30

The method of claim 19, further comprising the step of selecting a suitable customer service representative for handling the call.