Streamlined call management and routing system

摘要

A method for managing and routing calls in a telephone system involves receiving an incoming call identified by a specific ANI; providing an option to input a routing key associated with one of multiple function endpoint stations; if the routing key is provided, accessing storage associating individual unique keys with both ANI information and one function endpoint station, locating the routing key, verifying a stored ANI associated with the routing key against the ANI, and if the ANI verifies, automatically routing the call to the associated function endpoint station; and if the routing key is not provided, following interaction with the IVR to connect to one function endpoint station, and upon connection, generating a unique key, storing the unique key along with the specific ANI information and an identifier of the function endpoint station, and making the unique key available for subsequent provision as the routing key.

主权项

1. A method for managing and routing calls from users in a telephone system comprising:
i) receiving at an automatic call distributor (ACD), via a telephonic interface switch, an incoming call from a user's telephone, the user's telephone being identified by specific automatic number identification (ANI) information; ii) using at least one processor of an interactive voice response (IVR) system, providing the user with an option to input a routing key received by the user during a previous call from the user received at the ACD, the routing key being associated with one of multiple function endpoint stations; iii) if the user provides the routing key
a) accessing non-transitory storage containing therein at least one data structure associating individual unique keys with both the ANI and one of the multiple function endpoint stations,b) locating the routing key within the storage,c) verifying a stored ANI associated with the routing key against the ANI for the incoming call from the user, andd) if the ANI verifies, automatically routing the user's call to the one of the multiple function endpoint stations associated with the routing key without requiring further routing interaction between the user and the IVR; and iv) if the user does not provide the routing key,
a) following the user's interaction with the IVR to connect the user to one of the multiple function endpoint stations, and upon connection of the user to the one of the multiple function endpoint stations, using the at least one processor
I) generating a unique key,II) storing the unique key, in the storage, as a routing key along with the specific ANI information and an identifier of the one of the multiple function endpoint stations to which the user connected, andIII) making the unique key available for provision to the user so that, if a subsequent call is received from the user, the user can provide the unique key as the routing key.