Customer/subscriber/user identification via utilized service node/point

摘要

Management of call center call routing is provided. Service calls directed to a call center may be routed for processing based on an identification of a service node of a caller. The service node may be identified by parsing a database for a calling customer's node ID, determining a format of the node ID, and converting the node ID into a numeric value that represents the node ID associated with the calling customer. If the numeric node ID value meets a predetermined criterion, the service call may be processed according to a priority call routing instruction.

主权项

1. A method of managing service calls directed to a call center; comprising;
receiving an incoming service call; retrieving a node identification, the node identification identifying the node through which one or more customers are tethered; converting the node identification into a node identification numeric value; returning the node identification numeric value to a call distribution system; determining if the incoming service call should receive a priority treatment, wherein the priority treatment is received when the node identification numeric value is within a range associated with a plurality of nodes of interest; and if the incoming service call should receive priority treatment, routing the incoming service call according to a priority call routing instruction.