Call routing system and method

Abstract

A system for automatically routing calls within a communications network to an end point that includes a server system coupled with an electronic data network and call center communications network. The server system is configured to route calls received by the call center communications system to end points within the call center communications system.

Description

TITLE OF THE INVENTIONCALL ROUTING SYSTEM AND METHODRELATED APPLICATION DATA

[0001] This application claims priority to U.S. Provisional Application No. 63 / 535,759 filed on August 31 , 2023, U.S. Provisional Application No. 63 / 535,765 filed on August 31 , 2023, and U.S. Provisional Application No. 63 / 536,130 filed on September 1 , 2023, the entire contents of each of which is hereby incorporated herein by reference.BACKGROUND FIELD OF THE INVENTIONField of the Invention

[0002] The present invention relates generally to communications routing systems and in particular to call routing systems for routing communications links between endpoints.Background of the Related Art

[0003] A call center is a centralized facility or department that handles incoming and outgoing telephone calls from customers, clients, third parties, the general public, etc. The primary purpose of a call center is to manage customer interactions, provide support, answer inquiries, process orders, and offer various services. Call centers can be physical locations where agents work on-site, or they can operate virtually, with agents working remotely from different locations.

[0004] Call centers receive incoming calls from customers seeking assistance, support, information, or services. These calls can range from technical support inquiries to product-related questions or even sales inquiries.

[0005] Trained agents or customer service representatives handle the calls. They use scripts, guidelines, and databases to assist callers effectively and efficiently.Agents may also use Customer Relationship Management (CRM) systems to record and track interactions.

[0006] Call centers rely on telephony and computer systems to manage calls, distribute calls to available agents, track call duration, and collect relevant customer information. These systems often include Interactive Voice Response (IVR) for automated menu options and routing.

[0007] Call centers monitor key performance indicators (KPIs) such as average call handling time, call abandonment rate, first-call resolution, and customer satisfaction to measure their effectiveness and make improvements.

[0008] Industries that commonly use call centers include customer support, telemarketing and sales, technical support, financial services, healthcare, telecommunications, travel and hospitality, and e-commerce.

[0009] Call centers have evolved with the advent of computer technology. Interactive Voice Response (IVR) systems were introduced, allowing automated menu options for callers. Over the years, call centers expanded globally, often outsourcing operations to countries with lower labor costs. Recently, call centers have integrated more advanced technologies, such as CRM systems, to enhance customer interactions, multi-channel communication, including email and web chat, and call back options.

[0010] A call back from a call center is a process where a customer who has contacted the call center and is placed in a queue for assistance or support is given the option to receive a return call from a customer service representative at a later time. An agent or system makes the call back. This approach is used to manage call volumes, reduce customer wait times, and enhance the overall customer experience. Call backs are not available to callers in most of the world, however, due to disparatecommunications system and cost. Moreover, a company’s telecommunications costs can be very expensive with congested call centers -- being on hold can be very expensive for both the caller and the call center.

[0011] Thus, there is a need for new and improved systems and methods for routing calls that address problems in the prior art with efficiency and cost.SUMMARY OF THE INVENTIONS

[0012] The present invention relates to systems and methods for routing electronic communications, in particular, telephone or IP calls, between system nodes or end points. According to embodiments of the present invention, a novel layer is to existing call processing systems that processes calls. The system may be configured to interact with existing call processing systems, obtain data relating to a call, and route the call dynamically and automatically according to obtained and / or stored parameters.

[0013] According to embodiments of the present invention, a call routing system is provided, which is configured to sit on top of existing communications systems and to communicate with disparate communications and transaction processing systems. The system accepts real-time call parameters and provides tools, values, and insights for calls to be managed and routed on an existing call center system.

[0014] According to embodiments, the call routing system may be configured to communicate with call center systems that receive, process and route electronic communications such as IP or telephone calls, text, chat, etc.; electronic payment systems that take and verify electronic payments (e.g., STRIPE); ecommerce systems providing goods or services online and via telephone, text or chat (e.g., airline, bank, rental car, hotel, etc.); user input systems such as remote devices connected with the world wide web or other systems the call routing system is incommunication with (e.g., smartphones, personal computers, PSTN telephones, tablets, and portable electronic communication devices); and with other electronic notifications systems such as SMS text, WhatsAPP, etc. According to embodiments of the present invention, the call routing system may be coupled electronically with other systems via known means, such as via an API or gateway.

[0015] According to embodiments of the present invention, the system includes a dynamic payment module that receives parameters from disparate sources, in real time, including call data (e.g., from a call center system), third party data, and service provider data (e.g., airline ticketing system data) and is configured to provide realtime pricing, and to interact with a customer device to provide real time pricing to the customer device (audio, graphical, etc.), and to receive real-time payments from the customer device (e.g., IVR credit card entry, secure payment link (e.g., via SMS), crypto, card reader, etc.), and to provide a message to the appropriate system that a transaction is authorized. According to embodiments, the payment module is configured to interact with a customer device to provision a secure link over SMS to the same device using caller ID or to a different device based on input from the customer device. The SMS link may include a GUI for providing secure payment information. The payment module can also be configured to store the payment information and associate it with the device ID (e.g., phone number) stored in the system.

[0016] According to embodiments of the present invention, the system includes a messaging system configured to generate notifications and transmit the notifications to a customer device. For example, an SMS text maybe be generated and sent to a customer device using parameters relating to a transaction and Caller ID or information stored about a call. An SMS text may include a link to navigate acustomer device to a interactive website associated with a call or transaction.

[0017] According to embodiments of the present invention, a “Fast Lane” call routing service is provided which routes telephone or IP calls between system nodes or end points based on parameters received. For example, the system may be configured to provision a Fast Lane service during a call to allow a caller to avoid a queue in a call center system, and if authorized, the system is configured to divert the call from the queue to a priority end point within the call center system ahead of other calls in the queue.

[0018] According to embodiments of the present invention, a “Ventana” call routing service is provided which routes telephone or IP calls between system nodes or end points based on parameters, preferably real-time, received. Ventana provides, among other things, a call window for callers that do not want to wait in a queue and for callers where call backs are not available due to technical or commercial reasons (high costs). Accordingly, the system is configured to calculate an optimum time to receive a call within a call center and creates a reservation time slot or window, and configure the system or call center system to accept and route a call during the time slot or window. The system may be configured to route a call received during the window according to the reservation, to allow a caller to avoid a queue in a call center system, and if authorized, the system is configured to divert the call from the entry point to a priority end point within the call center system immediately when received during the call window established by the system. According to some embodiments, a pricing and payment module is provided for calculating real-time price of a service based on a plurality of the real-time call parameters. Payment may also be accepted by credit card, third party, insurance, upgrades, vouchers, memberships and by other means.

[0019] According to embodiments of the present invention, a “VIP” call routing service is provided which routes telephone or IP calls between system nodes or end points based on parameters received. The system provides a VIP service for customers of a service provide within a service providers ecommerce or telecommerce work flow. If a VIP service is transacted, the system is configured to route a call received by a related VIP custom according to the VIP service transacted, to allow a caller to avoid a queue in a call center system, and if authorized, the system is configured to divert the call from the entry point to a priority end point within the call center system immediately when received.

[0020] The VIP call routing service is preferably presented as an ancillary service to another electronic service. For example, VIP call routing service may be purchased and provisioned in connection with an online purchase, such as an airline ticket. As another example, a travel agent may purchase or subscribe to the service.

[0021] According to embodiments of the present invention, a human agent is preserved and an agent calling station is the endpoint for a call service. These actions may take place at different stages of the customer journey, as well as prepaid, post-paid by customers, call centers, clients or third parties.

[0022] Further applications and advantages of various embodiments of the present invention are discussed below with reference to the drawing figures.BRIEF DESCRIPTION OF THE DRAWING FIGURES

[0023] The following diagrams attached to this document give a view of logical arrangement of various components of the system and are not intended to limit the invention.

[0024] Figs. 1 -3(c) are flow diagrams of exemplary processes for a first call service transaction system and method according to embodiments of the present invention.

[0025] Figs. 4(a)-6(b) are flow diagrams of exemplary processes for a second call service transaction system and method according to embodiments of the present invention.

[0026] Figs. 7-9(b) are flow diagrams of exemplary processes for a third call service transaction system and method according to embodiments of the present invention

[0027] Fig. 10 is a block diagram of a system for call routing according to embodiments of the present invention.

[0028] Figs. 11-16 are screen shots of various interface screens for entering rules into the system according to embodiments of the present invention.DETAILED DESCRIPTION

[0029] Further applications and advantages of various embodiments of the present invention are discussed below with reference to the attached diagrams.

[0030] It should be understood that the invention is discussed by way of example, in connection with certain computer and data technology concepts, but is not intended to be limited to those concepts. The invented systems and methods described herein are critical to the disclosed inventions and are integral therewith. References to abstract concepts are not intended to imply that the inventions can be separated from the technological advancements described herein. The present inventions are technological in nature and require the specially configured and / or programmed computer systems described herein.

[0031] Various operations may be described as multiple discrete actions or operations in turn, in a manner that is most helpful in understanding the claimed subject matter. However, the order of description should not be construed as to imply that these operations are necessarily order dependent. In particular, these operations may not be performed in the order of presentation. Operations describedmay be performed in a different order than the described embodiment. Various additional operations may be performed and / or described operations may be omitted in additional embodiments.

[0032] The present invention relates to automated computerized processes that route communications sessions, and in particular, network calls. Preferably, a system is placed on top of an existing call center call and or networking system to provide, among other things, service and routing information to the existing call center system. It will be understood that not all aspects of the invention need be automated, but rather, certain aspects can be manual initiated. Reference to users, however, is not intended to require human intervention and the invention is not limited to any manual processes. Rather, the invention is technological in nature and the computer automated components are integral to the invention itself.

[0033] According to embodiments of the present invention, an intelligence call routing system is provided, which is configured to sit on top of existing communications systems and may be configured to communicate with disparate communications and transaction processing systems. As described in further detail herein, the call routing system may be configured to communicate with call center systems that receive, process and route electronic communications such as IP or telephone calls, text, chat, etc.; interactive voice response (IVR) systems, voice agents, or any other automated or live system that relies primarily on non-visual communication; electronic payment systems that take and verify electronic payments (e.g., STRIPE); ecommerce systems providing goods or services online and via telephone, text or chat (e.g., airline, bank, rental car, hotel, etc.);user input systems such as remote devices connected with the world wide web or other systems the call routing system is in communication with (e.g., smartphones, personal computers, PSTN telephones,tablets, and portable electronic communication devices, or any other suitable equipment that provides access to networked services such as the Internet.); and with other electronic notifications systems such as SMS text, WhatsAPP, etc. According to embodiments of the present invention, the call routing system may be coupled electronically with other systems via known means, such as via an API or gateway.

[0034] For convenience, the call routing system will be referenced below as the “Cielo system,” (or just “Cielo”) in order to distinguish its features, operations and capabilities from the other communications systems, especially the call center system. As described herein, the Cielo system may be configured to perform services not heretofore provided by n call center system or ecommerce system, but the invention is not so limited. The Cielo system may replicate or duplicate services on a separate platform already performed by other systems in order to improve speed, reduce processing, and / or improve the efficiency and usability of man machine interfaces, IVR interaction, etc.

[0035] Operations of a call service transaction system and method according to embodiments of the present invention will be described with reference to Figs. 1- 9(b). Figs. 1 -9(b) are flow charts of processes for call services. Connectors are used to connect processes from one figure to another and use the format Letter-Fig. #. For example, a connector connecting a process from Fig. 2(b) to Fig. 2(a) might use the format A-2, and a connector connecting a process from Fig. 3(b) to Fig. 3(a) might use the format A-3. As multiple connectors are used within figures, the letter is incremented.

[0036] Figs. 1-3(c) are directed to a service called “Fast Lane,” which is a call routing service which routes telephone or IP calls between system nodes or end pointsbased on parameters received. This is particular important when disparate communication systems are involved, such as a call center system in the united states and a customer phone system in a foreign country, such as, for example, Nicaragua. Because of the incompatibility issues, costs, etc., conventional call processing is often impossible to perform.

[0037] The operations of the system will next be described in view of the user’s perspective with reference to Fig. 1 . At step 1-1 , the call is received and an access number is designated for communications, which is contacted by a user. A phone number could be designated for the service. When a user connects to the designated number, the system is configured to compile basic information about the caller, such caller ID. At step 1-2, IVR options a played to the caller by the call center system. Conventional systems provide voice prompts and interact with remote devices such as a telephone or smart phone to receive inputs. This could be provided by the Cielo system or by the call center system. At step 1-3, the user’s information is added to a queue by the call center system and wait times are calculated. At steps 1-4, the call center system offers a “fast lane” option to the caller. For example, the system may collect information relating to the call, including calculated wait times, and generate a voice prompt to the user’s device requesting user input. For example, the voice prompt may communicate information about the call, wait times, the service offered, and which inputs to provide for selection. For example, a price or prices may be messaged for the service based on real-time parameters (e.g., if call volumes and wait times are high, price may be increased). If the user inputs to accept the offer (step 1 -5), the call may be routed to the separate Cielo system, which is configured complete an electronic transaction with the caller and route the call to an appropriate agent based on parameters received during thecall. For example, at step 1-6, a payment interface may be provided that offers a particular price for accelerating the call, which if received at step 1-7, is verified. Based on other parameters, Cielo routs the call to a call center agent for further service at step 1-8. When the call is routed, Cielo is further configured to provide information about the call and the user to the call center system to be used by the system and / or the agent.

[0038] According to embodiments of the present invention, the Cielo system may be configured to interact with other client systems to access subscription data, points data, or other account information for the user I caller in order to provision the fast lane service.

[0039] If the caller does not accept a fast lane offer, the call is routed to a standard queue at step 1-9. Operationally, the offer can be replayed to the caller a number of times, with different dynamic or static pricing depending on wait times and other parameters (1-10). Rules define the pricing for each service and are then hosted on the IVR node that is defined. Unique pricing is available for each product, sates, and / or node, and look-up pricing can be done if dynamic. Pricing may depend on innumerable parameters, such as call volume, wait times, loyalty status, credit card status, voucher or digital offers, time of the call, or any other relevant technical, commercial, or marketing parameter. If the offer is accepted at any point, the call is routed through Cielo and steps 1-6, 1-7, and 1-8. Otherwise, the caller is eventually routed to a call center agent for further processing at step 1-11 , when the call reaches the head of the queue.

[0040] The operations of the system will next be described in view of the service provider’s perspective with reference to Figs. 2(a)-(b). By way of example only, the service provided in this embodiment is airline providing online and telephoneservices for ticketing. This process generally allows the service provider to configure the Cielo system to provide electronic transactions and routing of calls.

[0041] An electronic interface, preferably a GUI, is provide for interaction with Cielo. The interface may be accessed via a browser, another client system or other known ways. According to embodiments, Cielo provides interactive screens for managing and configuring the “fast lane” service. At step 2-1 , an access number or numbers, can be selected for configuration. For example, an appropriate man machine interface or GUI may be provided, coupled with a database or other data storage facility, for entering and maintaining call data associated with the service. Custom numbers and phone numbers may be stored, as well as area codes and other geographical parameters associated with customers, countries, etc. At step 2-2, parameters may be input to define the call transaction. For example, call parameters, provider parameters (e.g., airline system and customer parameters), third party parameters, and other metadata may be used for configuring a service. In this example, a fast lane placement is defined within an IVR and rules are defined and stored for automatic operation of the service. According to embodiments of the present invention, Cielo may include a rules engine for defining computations and other automated operations for every step of a call I transaction.

[0042] At step 2-3, the rules are defined, which may include pricing parameters. According to certain embodiments, pricing may be defined as static or dynamic (2-4). If static, parameters may be input at steps 2-5 and 2-6 (approval). If dynamic, pricing may be input at steps 2-8 and 2-9. Pricing is published to the system at step 2-7 after approval. Other parameters may be entered and processed at steps 2-12 - 2- 14 including, for example, when to apply rules, which services will use the rules, etc. The system allows for other access numbers to be selected at step 2-11 where theprocess may be repeat (B-2), the configuration may be applied to another access point, etc. Dozens of client and call center parameters may be used to define pricing. Input of metadata from external sources can also be factored into the model. Each component has the ability to impact the total model. For example, Johnny give a bunch of examples.

[0043] Call center operations, and interactions with Cielo, are described with reference to Fig. 3(a)-(c), according to embodiments of the present invention. At step 3-1 , a call comes into the call center via a known means to access number. For example, a customer may call an airline ticketing toll free number using a smart phone. At step 3-2, the call center system receives information about the caller device, and queue related information from call center system components managing calls and queues. Such systems are offered by AVAYA and other call center service providers.

[0044] At step 3-3, the call center system calculates or retrieves wait time. For example, an API may be used for obtaining estimated wait times. According to embodiments of the present invention, an API may be provide to allow the call center system to access the Cielo system in order to provision certain services. If the call center system uses an API to access the Cielo system, Fast Lane pricing and additional processing may be performed at the call center system itself (3-5). Otherwise, the call may transferred by the call center system to the Cielo system at step 3-12 for processing by Cielo. For example, the call center system can transfer the live call via IP to Cielo, along with all necessary data, such as call duration data, wait times, agents available, etc.

[0045] Both branches of operations perform similar operations of announcing wait times and making a fast lane transaction available to the caller (steps 3-6, 3-7 and 3-14--3-16). If the system transfers the call to Cielo, the setup is different since an API is not used. Therefore, additional information must be transferred from the call center system to Cielo system (steps 3-12 — 3-13). Similarly, if a fast lane transaction is performed, the system will route the call to a priority endpoint for service. If an API is utilized, these operations may be performed by the call center (steps 3-9 — 3-11 ) either by obtaining the necessary data from Cielo to perform operations (e.g., parameters for calculating a price), or by looking up the data to be used (such as pricing data calculated by Cielo) via the API. On the other hand, if the Cielo system is performing the operations, the call must removed from a queue and routed back to the call center directly to a priority endpoint or with instructions to be routed to a priority endpoint for service (steps 3-18 — 3-21 ). If fast lane transaction is not performed, calls may be routed to a standard queue by conventional means (steps 3-24 — 3-25). According to embodiments of the invention, other transactions may be offered to callers while in the standard queue, including repeating the fast lane transaction updated based on live data, such as wait times, number of callers, number of agents, etc. (step 3-23). If accepted, the appropriate process of operations is initiated to complete the transaction and route the call to a priority.

[0046] It should be noted that Fast Lane could be provisioned on a membership basis, with vouchers (e.g., digital vouchers or certificates), as a perk, or in other ways. Accordingly, the system can be adapted to check for membership or services based on a membership ID (e.g., linked to a mobile number), presale, digital voucher or certificate, or other input from the user device. Call services can be sold on the spot, beforehand, or associated with other services.

[0047] Next, the operations of a service transaction called “Ventana” is described with reference to Figs. 4(a)-6(b), according to embodiments of the present invention.Ventana is a call routing service which routes calls based on parameters received and sets up a priority time window for receiving a call associated with the transaction and routing the call according to the parameters. This is particular important when disparate communication systems are involved, such as a call center system in the united states and a customer phone system in a foreign country, such as, for example, Nicaragua. Because of the incompatibility issues, or cost, conventional call back features are often impossible to perform. In fact, about 95% of the world is not currently serviced by call backs. As described below, Ventana creates a use case for a call back, wherein a call window is provisioned and rather than a call center calling a user, the user calls back during the provisioned call window. Typically, in 95% of the world, a caller has only the option to sit on hold or to try again later. Thus, the Ventana service was invented to process calls from incompatible communication systems.

[0048] Referring to Figs. 4(a)-(b), call processing operations are explained in view of a user’s experience. At step 4-1 , a caller initiates a call for a service. The caller enters the phone number for the service provider and the call is routed through conventional systems to the call entry point, which in this example, is a call center communications system. At step 4-2, the call center system presents to the caller IVR options. The caller may interact with the system using the inputs of the telephone or smartphone. The call center system receives and stores the call information and any entries and places the call into the call center queue. Calls may be filtered on caller ID. At step 4-4, a transaction offer may be generated and offered to the caller. In this example, a Ventana transaction is initiated. A call window is calculated to whereby the caller may reinitiate a call which can be routed to a priority end point based on the parameters of the transaction. IVR messagesmay be played allowing a caller device to accept, decline or defer based on the call time. A new offer can be made according to the response. At step 4-5, if the caller accepts the offer, process is routed to step 4-6 et seq. If not, the call is routed by the call center to its standard queue (4-14). At step 4-6, call parameters are confirmed and stored for later use. This is shown as being performed by the Cielo system, which may be separate from the call center. Accordingly, the call may be routed to Cielo by the call center, or, according to some embodiments, the call center transmits the call parameters to the Cielo system. At step 4-8, the system may cause a notification to be made on the caller’s devices that the call window is open (4-9). When the caller initiates the call (4-10), the caller may be recognized via ANI (step 4-11 - 4-12). If the caller is recognized, the system routes the call directly to a priority end point, for example, an agent (4-13). If the caller is routed to a conventional crew, an additional process may be executed to repeat the call window offer to the caller (4-15) or another offer may be made, such as fast lane.

[0049] The operations of the system will next be described in view of the service provider’s perspective with reference to Figs. 5(a)-(b). By way of example only, the service provided in this embodiment is airline ticketing. This process generally allows the service provider to configure the Cielo system to provide electronic transactions for routing of calls. According to embodiments, the Ventana service may be configured for call window processing. At step 5-1 , an access number or numbers, can be selected for configuration. For example, an appropriate man machine interface or GUI may be provided, coupled with a database or other data storage facility, for entering and maintaining call data associated with the service. Custom numbers and phone numbers may be stored, as well as area codes and other geographical parameters associated with customers, countries, etc. At step 5-2, parameters may be input to define the transaction IVR interface. In this example, a Ventana placement is defined within an IVR. At step 5-3, rules are defined, which may include pricing parameters. According to certain embodiments, pricing may be defined as static or dynamic (5-4). If static, parameters may be input at steps 5-5 and 5-6 (approval). If dynamic, pricing may be input at steps 5-8 and 5-9. Pricing is published to the system at step 5-7 after approval. Pricing may be established for third party payment as well, such as for advertising or sponsors for a call window. Other parameters may be entered and processed at steps 5-10 - 5-18. For example, according to embodiments, time window durations can be defined (5-14), timestamp actions can be defined (5-15), communication channels ca be defined (5- 16), and notification parameters can be defined (5-17). The system allows for other access numbers to be elected at step 5-19 where the process may be repeat (B). Dozens of client and call center parameters may be used to define pricing. Input of metadata from external sources can also be factored into the model. Each component has the ability to impact the total model.

[0050] Considerations and benefits might include geography, cost per minute of that location, infrastructure costs being saved (per minute of hold), branding I cost per transaction, upgrades, cross selling, etc.

[0051] Call center operations are described with reference to Figs. 6(a)-(b), according to embodiments of the present invention. At step 6-1 , a call comes into the call center via a conventional means and the access number is obtained. At step 6-2, the call center receives queue related input via a caller phone system. At step 6-3, the call center system calculates or retrieves wait time. For example, an API may be used for obtaining estimated wait times. At step 6-4, the system may announce the wait time to the caller. At step 6-5, a call window offer may be madeto the caller. If the user accepts (6-6), it is checked to determine whether the contact center is API compatible (6-7). If the call center uses an API to access the Cielo system, call window pricing and additional processing may be performed at the call center system itself (6-8 — 6-11 ). Otherwise, the call may transferred by the call center to the Cielo system at step 6-22 for processing by Cielo. Both branches, however, perform similar operations of setting up pricing, performing a billing operation, and creating a reservation for the call window of a return call (steps 6-8 — 6-11 and 6-24-6-26). If the system transfers the call to Cielo, the set-up is different since an API is not used. Therefore, additional information must be transferred from the call center to Cielo system (steps 6-22 — 6-23). Both paths end in termination of the call at 6-12. If the caller declines to execute a call window transaction, the call is transferred to a standard queue (6-19). According to embodiments of the invention, other transactions may be offered to callers while in the standard queue, including repeating the call window transaction updated based on live data, such as wait times, number of callers, number of agents, etc. (step 6-20).

[0052] At step 6-13, the system sends reminder notifications to the caller that executed a call window transaction. This can be achieved, for example, via SMS or other communications protocols based on the parameters of the transaction (e.g., caller ID, etc.). When a caller calls back (6-14), it may be determined whether the provider is using an API to communicate with the Cielo system (6-15). If so, the call center operations continue using an API (6-16). A process can be performed to determine if the caller has a valid call window. For example, ANI recognition can be performed (6-17) or a verification code could be requested and input I verified (6-22). According to parameters of the call window transaction, if the caller is verified, the call is routed to a priority end point. According to embodiments, the call can berouted directly to an agent (6-18). These operations can be performed by Cielo system if the call is routed thereto (6-21 ) in the non-API scenario. Processing is substantially the same thereafter.

[0053] The Ventana call service increases efficiency by reducing wait time and call traffic. It also provides a service not heretofore provided. Other benefits are obvious, such as the caller getting time back not on hold and saving cost. Further, a call center can handle more calls with less infrastructure.

[0054] The skilled person will understand that the call window may be provision with existing call center technology. For example, an EQT could be embedded to an app / sdk that creates the reservation window.

[0055] Referring to Figs. 7-9(b), a call routing process called “VIP” or “priority” is described according to embodiments of the present invention. “VIP” or “priority” processing relates to providing ancillary call services to a user for a service provider. For example, airlines may provide online ticketing services via a website or APP. An airline may also provide call services as optional services, which may be purchased at the time of booking, like seats and bags. Accordingly, the present invention allows users of certain services to have calls prioritized according to the VIP operations described herein.

[0056] Referring to Fig. 7, call processing operations are explained in view of a user’s experience. At step 7-1 , a caller initiates a call for an ancillary service. For example, during the process of purchasing airline tickets, the caller may be provided an offer to purchase other call services. At step 7-2, the caller purchases the tickets.

[0057] Options can be added to service provide sights for obtaining VIP services, such as graphical offers on an airline ticket website within the normal ticketing workflow. Accordingly, the present invention can communicate with a serviceprovide website to receive information relating to customer accounts (e.g., phone numbers, duration of service, related service ID, etc.) including VIP services offered.

[0058] When the caller enters the access number for the service provider, the call is routed through conventional systems to the call entry point, which in this example, is a call center communications system. At step 7-2, the call center system may present to the caller a VIP or priority input option. The caller may interact with the system using the inputs of the telephone or smartphone. The call center system receives and stores the call information and any entries.

[0059] At step 7-3, if a call is routed to an access point for services, such as customer service, whereby VIP may be provided, a check is made to determine if the caller has VIP services. A lookup is made to determine, based on ANI parameters, whether the caller is recognized (7-4) and if so (7-5), the system is configured to cause the call to be routed to a priority endpoint, such as an agent. These operations can be performed by Cielo and / or a call center system. If ANI is not recognized (7-7), a prompt may be generated for entering a verification code to confirm or authorize the service. If verification is successful, processing continues to steps 7-5 and 7-6 for call routing to a priority endpoint.

[0060] A VIP access point may be configured or an IVR may be configured to route calls coming into a common access point based on whether VIP access is available.

[0061] The operations of the system will next be described in view of the service provider’s perspective with reference to Figs. 8(a)-(b). By way of example only, the service provided in this embodiment is airline providing online and telephone services for ticketing. This process generally allows the service provider to configure the Cielo system to provide electronic transactions and routing of calls.

[0062] An electronic interface, preferably a GUI, is provide for interaction with Cielo.The interface may be accessed via a browser, another client system or other known ways. According to embodiments, Cielo provides interactive screens for managing and configuring the “VIP” service. At step 8-1 , an access number or numbers, can be selected for configuration. For example, an appropriate man machine interface or GUI may be provided, coupled with a database or other data storage facility, for entering and maintaining call data associated with the service. Custom numbers and phone numbers may be stored, as well as area codes and other geographical parameters associated with customers, countries, etc. At step 8-2, parameters may be input to define the call transaction. For example, call parameters, provider parameters (e.g., airline system and customer parameters), third party parameters, and other metadata may be used for configuring a service for placement within an IVR. In this example, a fast lane placement is defined within an IVR and rules are defined and stored for automatic operation of the service. According to embodiments of the present invention, Cielo may include a rules engine for defining computations and other automated operations for every step of a call I transaction.

[0063] At step 8-3, the rules are defined, which may include pricing parameters. According to certain embodiments, pricing may be defined as static or dynamic (8-4). If static, parameters may be input at steps 8-5 and 8-6 (approval). If dynamic, pricing may be input at steps 8-8 and 8-9. Pricing can be accomplished by using innumerable parameters, preferably in real-time, as already described above. Pricing is published to the system at step 8-7 after approval. Other parameters may be entered and processed at steps 8-12 - 8-14 including, for example, when to apply rules, which services will use the rules, etc. The system allows for other access numbers to be selected at step 8-11 where the process may be repeat (B), the configuration may be applied to another access point, etc. Dozens of client and callcenter parameters may be used to define pricing. Input of metadata from external sources can also be factored into the model. Each component has the ability to impact the total model.

[0064] At the end of the process, when the customer completes the transaction, e.g., purchase of a service (8-15), necessary data is transmitted to Cielo for later provisioning of the service, such as PNR and API data (8-16).

[0065] Call center operations, and interactions with Cielo, are described with reference to Figs. 9(a)-(b), according to embodiments of the present invention. At step 9-1 , a call comes into the call center via a known means to access number. For example, a customer may call an airline ticketing customer service toll free number using a smart phone. Or a separate access number may be provided solely for this service. At step 9-2, the call center system receives information about the caller device, and determines whether the caller device is entitled to priority service. IVR prompts may be provided or the call or device ID can be used to look up whether VIP services were purchased or otherwise obtained. At step 9-3, it is checked with the call center computer communicates with Cielo via an API. If so, processing proceeds to step 9-4, where the Cielo AN I database is checked for the incoming call. If not, the call is transferred to Cielo at step 9-5. Processing is similar for each path. The AN I is determined (9-7). If the AN I is recognized (9-8), processing continues to step 9-9. If the AN I is not recognized (9-12), then a prompt for a verification code can be made (9-13). At 9-9, it is determined whether the call center has a 3rd party API. If so, the call is connected to a priority end point (9-10) by Cielo. Otherwise, the call is transferred by Cielo back to the call center (9-14) for routing to the priority endpoint (9-11 ). Once connect, processing is done to connect the call to a priority agent.

[0066] Fig. 10 is a block diagram of a system for routing calls according to aspects of the present invention. System 100 includes the Cielo system 102, coupled with a database 104 and with an electronic data network 106. Also communicating with the electronic data network are call center systems 108, service provider systems 110, electronic payment systems 112, and client devices 114. As described herein, the Cielo system 102 is configured to communicate with the other systems and devices 108 - 114 via the electronic data network by known protocols, such as IP, TCP / IP, HTTP, PSTN, VoIP, Ethernet, wireless protocols, etc. The Cielo system may include appropriate computer servers, web services, and applications for providing interactive man machine interfaces for provisioning of services, communications, and other operations, as described herein. Work stations should be equipped with adequate processing power to run call center software and applications smoothly, sufficient RAM for multitasking, as agents may need to access customer data, CRM systems, and other tools simultaneously. Cielo should have a sufficient server Infrastructure such as host databases, applications, and telephony software, to handle the load of incoming and outgoing calls. Cielo should include routers and switches to control and route data flow and communications. Specific equipment might include VoIP (Voice over Internet Protocol) phones or softphones, PBX (Private Branch Exchange) systems for call routing and management, Interactive Voice Response (IVR) systems for automated menu options, Customer Relationship Management (CRM) software to store and manage customer information, and call management software for handling incoming and outgoing calls according to aspects of the invention as described herein.

[0067] Database 104 may include appropriate data storage facilities, such as relational databases, cache, and memory, in order to accessibly store and maintaincustomer, payment and call data in accordance with the present invention as described herein.

[0068] Fig. 11 is a screen shot of an exemplary interface 1100 which allows a user of the system to configure a pricing for a service. Accordingly, a GUI can be provided with various interactive elements 1102 for providing and receiving information related to the service as described above. As shown, interactive elements can set pricing based on, e.g., number of agents and / or number of calls, which may be stored (e.g., in database 104) and implemented in by the processes described herein.

[0069] Fig. 12 is a screen shot of an exemplary interface 1200 which allows a user of the system to configure a service. Accordingly, a GUI can be provided with various interactive elements 1202 for entering FastLane rules. As shown, timing intervals and price intervals can be entered, which may be stored (e.g., in database 104) and implemented in by the processes described herein.

[0070] Fig. 13 is a screen shot of an exemplary interface 1300 which allows a user of the system to configure a pricing for a service. Accordingly, a GUI can be provided with various interactive elements 1302 for providing and receiving information related to the service. Here, as an example, for a given rule, single interval pricing can be provided, which may be stored (e.g., in database 104) and implemented in by the processes described herein.

[0071] Fig. 14 is a screen shot of an exemplary interface 1400 which allows a user of the system to configure a service. Accordingly, a GUI can be provided with various interactive elements 1402 for providing and receiving information related to the service. Here, as an example, VoIP information may be entered including Trunk Name, Trunk NickName, Ports, Max Ports, DTMF, Prefix and Termination IP for a particular company. The VoIP information may be stored (e.g., in database 104) andimplemented in by the processes described herein.

[0072] Fig. 15 is a screen shot of an exemplary interface 1500 which allows a user of the system to further configure VoIP services. Accordingly, a GUI can be provided with various interactive elements 1502 for providing and receiving information related to the service. Here, as an example, additional VoIP information may be entered for Codecs and IP, including Available Codecs, Allowed Codecs, and inbound and outbound IP addresses for a particular company. The VoIP information may be stored (e.g., in database 104) and implemented in by the processes described herein.

[0073] Fig. 16 is a screen shot of an exemplary interface 1600 which allows a user of the system to configure a service. Accordingly, a GUI can be provided with various interactive elements 1602 for providing and receiving information related to the service. Here, as an example, IVR Node information may be entered including Access Number (phone number), Node id, Product, outbound and inbound IP addresses, Type, Status, Responsible entity, and the date modified (which may be computer generated). The VoIP information may be stored (e.g., in database 104) and implemented in by the processes described herein.

[0074] As described herein, systems may include one or more server machines includes a display, processor, and memory. Systems may comprise or include userside equipment, phones, DTMF capacity, network routers, network switches, network bridges, a Web appliance, Apps, or any machine capable of executing or transmitting a sequence of instructions that specify actions to be taken as described herein. The server machines and client devices exchange information via communications links which, convey voice, data, and Internet information for the server machines. Each of the server machines and client machines comprise a computer system that includesa processor, a main memory, and a static memory, which communicate with each other via a bus. The computer system may further include a display unit. The computer system also includes an alphanumeric input device, for example, a keyboard; a cursor control device, for example, a mouse; a disk drive unit, a signal generation device, for example, a speaker, and a network interface device.

[0075] A disk drive unit that can be included with each of the service machines and client machines includes a machine-readable medium on which is stored a set of executable instructions, i.e. software, embodying any one, or all, of the methodologies described herein. The software resides, completely or at least partially, within the main memory and / or within the processor. The software may further be transmitted or received over the network by means of a network interface device.

[0076] In contrast to the computer system discussed above, a different embodiment uses logic circuitry instead of computer-executed instructions to implement processing entities. Depending upon the particular requirements of the application in the areas of speed, expense, tooling costs, and the like, this logic may be implemented by constructing an application-specific integrated circuit (ASIC). Such an ASIC may be implemented with CMOS (complementary metal oxide semiconductor), TTL (transistor-transistor logic), VLSI (very large systems integration), or another suitable construction. Other alternatives include a digital signal processing chip (DSP), discrete circuitry (such as resistors, capacitors, diodes, inductors, and transistors), field programmable gate array (FPGA), programmable logic array (PLA), programmable logic device (PLD), and the like.

[0077] It is to be understood that embodiments may be used as or to support software programs or software modules executed upon some form of processingcore, such as the CPU of a computer, or otherwise implemented or realized upon or within a machine or computer readable medium. A machine-readable medium includes any mechanism for storing or transmitting information in a form readable by a machine, e.g. a computer. For example, a machine readable medium includes read-only memory (ROM); random access memory (RAM); magnetic disk storage media; optical storage media; flash memory devices; electrical, optical, acoustical or other form of propagated signals, for example, carrier waves, infrared signals, digital signals, etc.; or any other type of media suitable for storing or transmitting information.

[0078] Although the invention is described herein with reference to the preferred embodiment, one skilled in the art will readily appreciate that other applications may be substituted for those set forth herein without departing from the spirit and scope of the invention. Accordingly, the invention should only be limited by the Claims included below.

[0079] The skilled person should understand that the systems and methods of the present invention may be performed using a combination of hardware and software capable of performing the operations described above. For example,

[0080] It will be appreciated that the various ones of the foregoing aspects of the present disclosure, or any parts or functions thereof, may be implemented using hardware, software, firmware, tangible, and non-transitory computer readable or computer usable storage media having instructions stored thereon, or a combination thereof, and may be implemented in one or more computer systems.

[0081] The above described system and method solves a technological problem common in industry practice related to effective and efficient processing of electronic data transactions. Moreover, the above-described system and method improves thefunctioning of the associated computer systems by allowing for certain electronic data processing that heretofore was not possible.

[0082] It will be apparent to those skilled in the art that various modifications and variations can be made in the disclosed embodiments of the disclosed device and associated methods without departing from the spirit or scope of the disclosure. Thus, it is intended that the present disclosure covers the modifications and variations of the embodiments disclosed above provided that the modifications and variations come within the scope of any claims and their equivalents.

Claims

We Claim:1 . A system for automatically routing calls within a communications network to an end point, comprising: a server system coupled with an electronic data network and call center communications network, said server system configured to(i) identify a network call from a remote device from outside of said call center communications network via said electronic data network received an entry node point of said call center communications network;(ii) establish a communications session with said remote device;(iii) provide an interactive voice response (IVR) interface to the remote device via the communication session prompting the device to input parameters relating to a call service;(iv) receive parameters from said device relating to the call service;(v) initiate an authorization process to authorize the call service;(vi) if said call service is authorized, divert said call to an endpoint node of said call center communications network based on said parameters; and(vii) if said call service is not authorized, divert said call to a queue between said entry node point and said endpoint node.

2. The system as recited in claim 1 , wherein said server is configured to calculate an optimum time for receiving a call based on call center parameters, to reserve a time window based on said optimum time, and to generate a message tothe remote device via the communication session including information about the time window.

3. The system as recited in claim 2, wherein the call service is a call window reservation, and the system is further configured to route a new call received during the call window reservation directly to an endpoint based on a related authorized call service parameters and caller ID of the new call.

4. The system as recited in claim 2, wherein the call service is a fast lane process, and the system is further configured to route the call immediately to an endpoint based on a related authorized call service parameters and caller ID of the new call.

5. The system as recited in claim 2, wherein the call service is a VIP process, and the system is further configured to route the call immediately to an endpoint based on a related authorized call service parameters and caller ID of the new call.

6. The system as recited in claim 1 , wherein the system receives a plurality of real-time parameters from a plurality of disparate systems and provisions the services based on said plurality of real-time parameters.

7. The system as recited in claim 1 , further comprising a pricing module configured to determine a price for said call service.

8. The system as recited in claim 7, wherein said pricing module receives a plurality of real-time parameters from a plurality of disparate systems and determines the price for said call service based on said plurality of real-time parameters.

9. The system as recited in claim 7, wherein said call service is the provision of a call back window and said payment module is configured to accept payment from third parties, debit an account, receive a digital certificate for payment, take digital credit card or other payment, accept cryptocurrency.

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