Method and system for routing calls based on a language preference
View Patent ↗Systems and methods for processing a call are disclosed. Generally a stored indication of a user's language preference is accessed in response to receipt of a call initiated by the user. The call is then routed to a location based on the stored indication of the user's language preference.
1. A method for processing a call, the method comprising:
directing, from a tangible network call routing element, a call initiated by a user based on a stored indicator of the user's language preference that has been accessed in response to receipt of the call at the tangible network call routing element,
wherein the tangible network call routing element is an internal element of a public network through which the call is routed, and
wherein the directing includes utilizing routing information, retrieved from a table using the user's language preference indicator, to facilitate the routing of the call to a system that implements the user's language preference.
2. The method of claim 1 , further comprising:
receiving information transmitted from the user that indicates the user's language preference;
storing the indicator of the user's language preference; and
accessing the stored indicator of the user's language preference in response to receipt at the tangible network call routing element of the call initiated by the user.
3. The method of claim 2 ,
wherein receiving information transmitted from a user that indicates the user's language preference comprises receiving DTMF tones transmitted by the user.
4. The method of claim 2 ,
wherein receiving information transmitted from a user that indicates the user's language preference comprises receiving voice commands transmitted by the user.
5. The method of claim 2 ,
wherein receiving information transmitted from a user that indicates the user's language preference comprises receiving data transmitted by the user via a computer.
6. The method of claim 2 ,
wherein accessing the stored indicator of the user's language preference in response to receipt of a call initiated by the user comprises performing a database lookup.
7. The method of claim 1 , wherein directing the call comprises:
routing the call to a predetermined location based on the stored indicator of the user's language preference.
8. The method of claim 1 , wherein directing the call comprises:
routing the call to a predetermined interactive voice response unit based on the stored indicator of the user's language preference.
9. The method of claim 8 ,
wherein the interactive voice response unit implements a language associated with the user's language preference.
10. The method of claim 1 , wherein directing the call comprises:
routing the call to a predetermined call center based on the stored indicator of the user's language preference.
11. The method of claim 10 ,
wherein the call center implements a language associated with the user's language preference.
12. A non-transitory computer-readable storage medium comprising a set of instructions for processing a call, the set of instructions to direct a processor to perform acts of:
directing, from a tangible network call routing element, a call initiated by a user based on a stored indicator of the user's language preference that has been accessed in response to receipt of the call,
wherein the tangible network call routing element is an internal element of a public network through which the call is routed, and
wherein the directing includes utilizing routing information, retrieved from a table using the user's language preference indicator, to facilitate the routing of the call to a system that implements the user's language preference.
13. The computer-readable storage medium of claim 12 , further comprising a set of instructions to direct a processor to perform acts of:
receiving information transmitted from the user that indicates the user's language preference;
storing the indicator of the user's language preference; and
accessing the stored indicator of the user's language preference in response to receipt of the call initiated by the user.
14. The computer-readable storage medium of claim 13 ,
wherein accessing the stored indicator of the user's language preference in response to receipt of a call initiated by the user comprises performing a database lookup.
15. The computer-readable storage medium of claim 12 , wherein directing the call comprises:
routing the call to a predetermined location based on the stored indicator of the user's language preference.
16. The computer-readable storage medium of claim 12 , wherein directing the call comprises:
routing the call to a predetermined interactive voice response unit based on the stored indicator of the user's language preference.
17. The computer-readable storage medium of claim 16 ,
wherein the interactive voice response unit implements a language associated with the user's language preference.
18. The computer-readable storage medium of claim 12 , wherein directing the call comprises:
routing the call to a predetermined call center based on the stored indicator of the user's language preference.
19. The computer-readable storage medium of claim 18 ,
wherein the call center implements a language associated with the user's language preference.
20. A system for processing a call, the system comprising:
a telecommunications network element operable to direct a call initiated by a user based on a stored indicator of the user's language preference that has been accessed in response to receipt of the call,
wherein the telecommunications network element is an internal element of a public telecommunications network through which the call is routed, and
wherein the directing includes utilizing routing information, retrieved from a table using the user's language preference indicator, to facilitate the routing of the call to a system that implements the user's language preference.