Centralized Caller Profile System and Methods for Routing and Prioritizing Calls

Abstract

Disclosed is a Centralized Caller Profile System and methods for routing and prioritizing calls. The disclosed systems and methods provide enhanced customer service by allowing multiple parties to update and share the same set of profile information from a centralized database. The disclosed systems and methods provide for faster, easier access to profile information, more efficient call routing, and the ability to prioritize callers in a caller queue.

We claim: 
     
         1 . A Priority Caller Queue System, comprising:
 a Caller;   a Called Party;   a Caller Queue;   an Agent;   a transfer of the Caller from the Called Party to the Caller Queue for the Agent;   a preferential positioning of the Caller in the Caller Queue.   
     
     
         2 . The Priority Caller Queue System of  claim 1 , wherein the Called Party acquires a Unique Identifier from the Caller. 
     
     
         3 . The Priority Caller Queue System of  claim 2 , wherein the Called Party transmits the Unique Identifier to a Cloud Database. 
     
     
         4 . The Priority Caller Queue System of  claim 1 , wherein the Called Party receives status information about the Caller from the Cloud Database. 
     
     
         5 . The Priority Caller Queue System of  claim 1 , wherein the preferential positioning comprises placing the Caller in the Caller Queue at a higher priority than the last position in the Caller Queue at the time of the transfer. 
     
     
         6 . The Priority Caller Queue System of  claim 5 , wherein the preferential positioning comprises placing the Caller in a Caller Queue at a higher priority than 50% of the callers in the Caller Queue at the time of the transfer. 
     
     
         7 . The Priority Caller Queue System of  claim 6 , wherein the preferential positioning comprises placing the Caller in a Caller Queue at a position in line selected from next caller, second caller, or third caller. 
     
     
         8 . A method of prioritizing a telephone call, comprising:
 receiving a telephone call from a Caller;   acquiring a Unique Identifier from the Caller;   transferring the Caller to an Agent;   preferentially positioning the Caller in a Caller Queue.   
     
     
         9 . The method of  claim 8 , comprising transmitting the Unique Identifier of the Caller to a Cloud Database. 
     
     
         10 . The method of  claim 8 , comprising receiving Content from a Cloud Database. 
     
     
         11 . The method of  claim 10 , comprising receiving Content stored in the Cloud Database and correlated with the Unique Identifier. 
     
     
         12 . The method of  claim 8 , comprising preferentially positioning the Caller at the front 50% of the Caller Queue. 
     
     
         13 . The method of  claim 12 , comprising preferentially positioning the Caller at the front 75% of the Caller Queue. 
     
     
         14 . The method of  claim 12 , comprising preferentially positioning the Caller as the next caller in the Caller Queue. 
     
     
         15 . A Call Routing System, comprising:
 a Caller;   a Called Party;   a plurality of Call Destinations;   the Called Party acquiring a Unique Identifier from the Caller;   the Called Party directing the Caller to a specific Call Destination.   
     
     
         16 . The Call Routing System of  claim 15 , comprising a Cloud Database. 
     
     
         17 . The Call Routing System of  claim 16 , comprising the transfer of Content from the Cloud Database to the Called Party. 
     
     
         18 . The Call Routing System of  claim 16 , wherein the said Content is chosen from (a) language information; (b) name; (c) address; (d) billing information; (e) fraud risk; (f) purchasing data; (g) profile information; or (h) subscription information. 
     
     
         19 . The Call Routing System of  claim 15 , comprising the transfer of the Unique Identifier from the Called Party to the Cloud Based Database. 
     
     
         20 . The Call Routing System of  claim 19 , comprising a transfer of the Caller to a specific Agent. 
     
     
         21 . A method of routing telephone calls, comprising
 receiving a telephone call from a Caller;   acquiring a Unique Identifier from the Caller;   transferring the Caller to a specific Call Destination.   
     
     
         22 . The method of  claim 21 , comprising transmitting the Unique Identifier to a Cloud Database. 
     
     
         23 . The method of  claim 22 , comprising receiving Content from a Cloud Database. 
     
     
         24 . The method of  claim 23 , comprising transferring the Caller to a specific Call Destination pursuant to instructions stored in the Cloud Database. 
     
     
         25 . The method of  claim 21 , comprising transferring the Caller to an Agent. 
     
     
         26 . The method of  claim 24 , comprising transferring the Caller to a specific Call Destination pursuant to instructions for choosing a spoken language for the Agent. 
     
     
         27 . The method of  claim 24 , comprising transferring the Caller to a specific Call Destination pursuant to instructions for choosing a specific Call Destination.