Technique for effectively processing and dynamically routing communication calls

Abstract

In an arrangement where calls are directed to different call centers, each call center based on selected metric measures determines whether an incoming call is an “overflow” call to be rerouted to an alternate call center. These metric measures may include, e.g., the number of operators in the call center answering calls, the number of calls in queue to be answered, etc. Once an overflow call is identified, the call center reserves an outbound communication channel in anticipation of rerouting the call, and transmits a call rerouting request to a call routing server. In accordance with the invention, the server identifies an appropriate alternate call center for receiving the overflow call, and communicates routing information including an identity of the alternate call center to the overflow call center. The latter based on the received routing information transfers the call to the appropriate alternate call center.

1 - 73 . (canceled)  
     
     
         74 . A method for managing information assistance calls routed to a selected call center, the method comprising: 
 generating at least a measure of wait time before information assistance calls are answered in the selected call center;    determining whether an information assistance call received at the selected call center is to be rerouted based at least on the measure, when it is determined that the information assistance call is to be rerouted, a request being sent from the selected call center for identifying another call center to which the information assistance call is to be rerouted; and    in response to the request, providing to the selected call center data concerning at least an identity of the second call center, the information assistance call being transferred from the first call center to the second call center based on the data.    
     
     
         75 . The method of  claim 74  wherein the information assistance call is placed in queue before it is determined that the information assistance call is to be rerouted.  
     
     
         76 . The method of  claim 74  wherein it is determined that the information assistance call is to be rerouted when the at least measure of wait time exceeds a predetermined value.  
     
     
         77 . The method of  claim 74  wherein the at least measure is sent to a server for determining whether an information assistance call is to be rerouted to the selected call center from another call center.  
     
     
         78 . The method of  claim 74  wherein whether an information assistance call received at the selected call center is rerouted is determined also based on a measure of the number of callers hanging up information assistance calls in the selected call center after a predetermined answer delay.  
     
     
         79 . The method of  claim 74  wherein whether an information assistance call received at the selected call center is rerouted is determined also based on a measure of the number of information assistance calls being queued to be answered in the selected call center.  
     
     
         80 . The method of  claim 74  wherein whether an information assistance call received at the selected call center is rerouted is determined also based on a measure of durations of information assistance calls answered in the selected call center.  
     
     
         81 . The method of  claim 74  wherein whether an information assistance call received at the selected call center is rerouted is determined also based on a measure of the number of information assistance calls answered in the selected call center in a given period.  
     
     
         82 . The method of  claim 74  wherein whether an information assistance call received at the selected call center is rerouted is determined also based on a measure of the number of operators attending to information assistance calls in the selected call center.  
     
     
         83 . The method of  claim 74  wherein whether an information assistance call received at the selected call center is rerouted is determined also based on a measure of the number of information assistance calls rerouted to the selected call center from another call center.  
     
     
         84 . The method of  claim 74  wherein whether an information assistance call received at the selected call center is rerouted is determined also based on a measure of the number of information assistance calls rerouted from the selected call center to another call center.  
     
     
         85 . The method of  claim 74  wherein whether an information assistance call received at the selected call center is rerouted is determined also based on a measure of the number of available communication paths for transporting information assistance calls out of the selected call center.  
     
     
         86 . The method of  claim 74  wherein whether an information assistance call received at the selected call center is rerouted is determined also based on a measure of the number of information assistance calls, each of which is answered in the selected call center within a predetermined time limit.  
     
     
         87 . A method for use in a selected call center for handling information assistance calls routed thereto, comprising: 
 placing an information assistance call in queue when no information assistance agent in the selected call center is available to answer the call;    determining whether the information assistance call is to be rerouted based on one or more measures of conditions concerning the selected call center;    issuing a request from the selected call center for identifying another call center to which the information assistance call is to be rerouted when it is determined that the call is to be rerouted;    receiving data responsive to the request which identifies a second call center to which the information assistance call is to be rerouted; and    transferring the information assistance call from the selected call center to the second call center based on the data.    
     
     
         88 . The method of  claim 87  wherein one of the measures is a function of the number of callers hanging up information assistance calls in the selected call center after a predetermined answer delay.  
     
     
         89 . The method of  claim 87  wherein one of the measures is a function of the number of information assistance calls being queued to be answered in the selected call center.  
     
     
         90 . The method of  claim 87  wherein one of the measures is a function of a duration of an information assistance call answered in the selected call center.  
     
     
         91 . The method of  claim 87  wherein one of the measures is a function of the number of information assistance calls answered in the selected call center in a given period.  
     
     
         92 . The method of  claim 87  wherein one of the measures is a function of the number of operators attending to information assistance calls in the selected call center.  
     
     
         93 . The method of  claim 87  wherein one of the measures is a function of wait time before an information assistance call is answered in the selected call center.  
     
     
         94 . The method of  claim 87  wherein one of the measures is a function of the number of information assistance calls rerouted to the selected call center from another call center.  
     
     
         95 . The method of  claim 87  wherein one of the measures is a function of the number of information assistance calls rerouted from the selected call center to another call center.  
     
     
         96 . The method of  claim 87  wherein one of the measures is a function of the number of available communication paths for transporting information assistance calls out of the selected call center.  
     
     
         97 . The method of  claim 87  wherein one of the measures is a function of the number of information assistance calls, each of which is answered in the selected call center within a predetermined time limit.  
     
     
         98 . The method of  claim 87  wherein the one or more measures are sent to a server for determining whether an information assistance call is to be rerouted to the selected call center from another call center.  
     
     
         99 . A system for managing information assistance calls routed to a selected call center, the system comprising: 
 a mechanism for generating at least a measure of wait time before information assistance calls are answered in the selected call center;    a processing unit configured to determine whether an information assistance call received at the selected call center is to be rerouted based at least on the measure, when it is determined that the information assistance call is to be rerouted, a request being sent from the selected call center for identifying another call center to which the information assistance call is to be rerouted; and    a server responsive to the request for providing to the selected call center data concerning at least an identity of the second call center, the information assistance call being transferred from the first call center to the second call center based on the data.    
     
     
         100 . The system of  claim 99  wherein the information assistance call is placed in queue before it is determined that the information assistance call is to be rerouted.  
     
     
         101 . The system of  claim 99  wherein it is determined that the information assistance call is to be rerouted when the at least measure of wait time exceeds a predetermined value.  
     
     
         102 . The system of  claim 99  wherein the at least measure is sent to the server for determining whether an information assistance call is to be rerouted to the selected call center from another call center.  
     
     
         103 . The system of  claim 99  wherein whether an information assistance call received at the selected call center is rerouted is determined also based on a measure of the number of callers hanging up information assistance calls in the selected call center after a predetermined answer delay.  
     
     
         104 . The system of  claim 99  wherein whether an information assistance call received at the selected call center is rerouted is determined also based on a measure of the number of information assistance calls being queued to be answered in the selected call center.  
     
     
         105 . The system of  claim 99  wherein whether an information assistance call received at the selected call center is rerouted is determined also based on a measure of durations of information assistance calls answered in the selected call center.  
     
     
         106 . The system of  claim 99  wherein whether an information assistance call received at the selected call center is rerouted is determined also based on a measure of the number of information assistance calls answered in the selected call center in a given period.  
     
     
         107 . The system of  claim 99  wherein whether an information assistance call received at the selected call center is rerouted is determined also based on a measure of the number of operators attending to information assistance calls in the selected call center.  
     
     
         108 . The system of  claim 99  wherein whether an information assistance call received at the selected call center is rerouted is determined also based on a measure of the number of information assistance calls rerouted to the selected call center from another call center.  
     
     
         109 . The system of  claim 99  wherein whether an information assistance call received at the selected call center is rerouted is determined also based on a measure of the number of information assistance calls rerouted from the selected call center to another call center.  
     
     
         110 . The system of  claim 99  wherein whether an information assistance call received at the selected call center is rerouted is determined also based on a measure of the number of available communication paths for transporting information assistance calls out of the selected call center.  
     
     
         111 . The system of  claim 99  wherein whether an information assistance call received at the selected call center is rerouted is determined also based on a measure of the number of information assistance calls, each of which is answered in the selected call center within a predetermined time limit.  
     
     
         112 . A system for use in a selected call center for handling information assistance calls routed thereto, comprising: 
 a mechanism for placing an information assistance call in queue when no information assistance agent in the selected call center is available to answer the call;    a processing unit configured to determine whether the information assistance call is to be rerouted based on one or more measures of conditions concerning the selected call center, a request being issued from the selected call center for identifying another call center to which the information assistance call is to be rerouted when it is determined that the call is to be rerouted; and    an interface for receiving data responsive to the request which identifies a second call center to which the information assistance call is to be rerouted, the information assistance call being transferred from the selected call center to the second call center based on the data.    
     
     
         113 . The system of  claim 112  wherein one of the measures is a function of the number of callers hanging up information assistance calls in the selected call center after a predetermined answer delay.  
     
     
         114 . The system of  claim 112  wherein one of the measures is a function of the number of information assistance calls being queued to be answered in the selected call center.  
     
     
         115 . The system of  claim 112  wherein one of the measures is a function of a duration of an information assistance call answered in the selected call center.  
     
     
         116 . The system of  claim 112  wherein one of the measures is a function of the number of information assistance calls answered in the selected call center in a given period.  
     
     
         117 . The system of  claim 112  wherein one of the measures is a function of the number of operators attending to information assistance calls in the selected call center.  
     
     
         118 . The system of  claim 112  wherein one of the measures is a function of wait time before an information assistance call is answered in the selected call center.  
     
     
         119 . The system of  claim 112  wherein one of the measures is a function of the number of information assistance calls rerouted to the selected call center from another call center.  
     
     
         120 . The system of  claim 112  wherein one of the measures is a function of the number of information assistance calls rerouted from the selected call center to another call center.  
     
     
         121 . The system of  claim 112  wherein one of the measures is a function of the number of available communication paths for transporting information assistance calls out of the selected call center.  
     
     
         122 . The system of  claim 112  wherein one of the measures is a function of the number of information assistance calls, each of which is answered in the selected call center within a predetermined time limit.  
     
     
         123 . The system of  claim 112  wherein the one or more measures are sent to a server for determining whether an information assistance call is to be rerouted to the selected call center from another call center.