Service control point functionality implemented at communication endpoints
View Patent ↗A system for managing customer-to-business voice communication has a network-connected communications device and instructions executable on the communications device from a non-transitory physical medium, the instructions providing a first function for determining if a destination asserted requires treatment, a second function for sending data from the communications device to a network-connected server, a third function for receiving alternative destination information from the server, and a fourth function for establishing communication with the business based on the returned destination information.
1. A system for establishing voice communication between a communications device and a contact center, the system comprising:
a processor of the communications device; and
a memory of the communications device, wherein the memory stores instructions that, when executed by the processor, cause the processor to:
identify a first number of a destination to be dialed;
determine that the first number satisfies a particular criteria;
in response to determining that the first number satisfies the particular criteria, automatically transmit a request to a server over a data link, the request including geographic location information of the communications device, wherein in response to the request, the server is configured to:
lookup the first number and identify a related second number;
determine, based on the geographic location of the communications device, whether the identified second number is within a local dialing range of the destination; and
in response to determining that the identified second number is within the local dialing range, return the identified second number;
receive the identified second number from the server; and
initiate a voice call to the second number instead of the first number.
2. The system of claim 1 , wherein the first number satisfies the particular criteria when the first number is a toll number.
3. The system of claim 2 , wherein the second number is a number other than the toll number.
4. The system of claim 1 , wherein the request includes customer profile data and the second number is selected based on the customer profile data.
5. The system of claim 1 , wherein the request includes customer profile data, and treatment of the voice call by the contact center is based on the customer profile data.
6. The system of claim 5 , wherein the treatment includes by-passing an automated voice response system based on the customer profile data.
7. The system of claim 1 , wherein the system is a mobile telephony device.
8. The system of claim 1 , wherein the instructions further cause the processor to at least pause, delay, or cancel a communication attempt to the first number in response to determining that the first number satisfies the particular criteria.
9. The system of claim 1 , wherein the instructions further cause the processor to:
receive a third number from the server along with the second number;
display the second and third numbers; and
receive selection of the second number for initiating the voice call to the second number.
10. The system of claim 9 , wherein the instructions further cause the processor to:
automatically initiate a voice call to the third number in response to lack of answer to the voice call to the second number.
11. A method for establishing voice communication between a communications device and a contact center, the method comprising:
identifying, by the communications device, a first number of a destination to be dialed;
determining, by the communications device, that the first number satisfies a particular criteria;
in response to determining that the first number satisfies the particular criteria, automatically transmitting, by the communications device, a request to a server over a data link, the request including geographic location information of the communications device, wherein in response to the request, the server is configured to:
lookup the first number and identify a related second number;
determine, based on the geographic location of the communications device, whether the identified second number is within a local dialing range of the destination; and
in response to determining that the identified second number is within the local dialing range, return the identified second number;
receiving, by the communications device, the identified second number from the server; and
initiating, by the communications device, a voice call to the second number instead of the first number.
12. The method of claim 11 , wherein the first number satisfies the particular criteria when the first number is a toll number.
13. The method of claim 12 , wherein the second number is a number other than the toll number.
14. The method of claim 11 , wherein the request includes customer profile data and the second number is selected based on the customer profile data.
15. The method of claim 11 , wherein the request includes customer profile data, and treatment of the voice call by the contact center is based on the customer profile data.
16. The method of claim 11 , wherein the treatment includes by-passing an automated voice response system based on the customer profile data.
17. The method of claim 11 , wherein the system is a mobile telephony device.
18. The method of claim 11 further comprising:
pausing, delaying, or canceling a voice call to the first number in response to determining that the first number satisfies the particular criteria.
19. The method of claim 11 , further comprising:
receiving a third number from the server along with the second number;
displaying the second and third numbers; and
receiving selection of the second number for initiating the voice call to the second number.
20. The method of claim 19 further comprising:
automatically initiating a voice call to the third number in response to lack of answer to the voice call to the second number.