Systems and methods for routing calls
An IP-based call center is able to route video and audio calls. The call routing is skills-based, and can be configured to give preference first to representatives or agents associated with an entity, and then to representatives or agents within a network associated with that entity. If no representative is available in-house or in-network, the call can be transferred to an external representative or agent. In other embodiments, an entity can configure prioritized layers for routing calls, in order to favor specific service providers.
1. A method of routing calls through successive layers of providers that are associated with separate entities that are part of organizational units, the organizational units connected via an IP (Internet Protocol) data network that is connected to a call center, the method comprising:
receiving a call from a requestor, the call originating from an entity and requiring a particular skill of a representative;
routing the call to a representative of the entity logged-in to the call center when the representative of the entity has that particular skill and is available to take the call;
when the representative of the entity is not available to take the call, routing the call to a representative of an organizational unit associated with the entity when the representative of the organizational unit has that particular skill and is available to take the call, wherein the representative of the organizational unit associated with the entity is also logged-in to the call center;
when the representative of the entity and the representative of the organizational unit are not available to take the call, routing the call to a representative outside the organizational unit when the representative outside the organizational unit has that particular skill and is available to take the call, wherein the representative outside the organizational unit is also logged-in to the call center;
receiving a second call from a second requestor, the second call originating from a second entity and requiring a particular skill of a representative;
routing the second call to a representative of the second entity when the representative of the second entity has that particular skill and is available to take the second call;
when the representative of the second entity is not available to take the second call, routing the second call to the representative of the entity when the representative of the entity has that particular skill and is available to take the second call, wherein the entity and the second entity are both associated with the organizational unit; and
when the representative of the second entity and the representative of the entity are not available to take the second call, routing the second call to the representative outside the organizational unit when the representative outside the organizational unit has that particular skill and is available to take the second call;
debiting an account associated with the entity when the call is routed to the representative of the second entity; and
crediting the account associated with the entity when the second call is routed to the representative of the entity.
2. The method according to claim 1 , wherein the particular skill is the ability to speak a specified language, and the representative of the entity is an interpreter.
3. The method according to claim 1 , wherein the call requires a plurality of skills.
4. The method according to claim 1 , wherein routing the call to the representative of the entity comprises routing the call via a local network corresponding to the entity, wherein the local network is behind a firewall that connects the local network to a private MPLS (Multi-Protocol Label Switched) network.
5. The method according to claim 1 , wherein the call is an IP video call.
6. The method according to claim 1 , wherein when the call originates at the entity and the representative of the entity is available to take the call, then there is no credit or debit to the account associated with the entity for the call.
7. A system for routing calls through successive layers of providers that are associated with separate entities that are part of organizational units, the organizational units connected via an IP (Internet Protocol) data network that is connected to a call center, the system comprising:
a call receiving device operable to receive a call from a requestor, the call originating from an entity and requiring a particular skill of a representative;
a second call receiving device operable to receive a second call from a second requestor, the second call originating from a second entity and requiring a particular skill of a representative;
a call router operable to:
route the call to a representative of the entity logged-in to the call center when the representative of the entity has that particular skill and is available to take the call,
route the call to a representative of an organizational unit associated with the entity when the representative of the entity is not available to take the call and when the representative of the organizational unit has that particular skill and is available to take the call, wherein the representative of the organizational unit associated with the entity is also logged-in to the call center, and
route the call to the representative outside the organizational unit when the representative of the entity and the representative of the organizational unit are not available to take the call and when the representative outside the organizational unit has that particular skill and is available to take the call, wherein the representative outside the organizational unit is also logged-in to the call center; and
a second call router operable to:
route the second call to a representative of the second entity when the representative of the second entity has that particular skill and is available to take the second call;
route the second call to the representative of the entity when the representative of the second entity is not available to take the second call and when the representative of the entity has that particular skill and is available to take the second call, wherein the entity and the second entity are both associated with the organizational unit; and
route the second call to the representative outside the organizational unit when the representative of the second entity and the representative of the entity are not available to take the second call and when the representative outside the organizational unit has that particular skill and is available to take the second call;
wherein an account associated with the entity is debited when the call is routed to the representative of the second entity; and
wherein the account associated with the entity is credited when the second call is routed to the representative of the entity.
8. The system according to claim 7 , wherein the particular skill is the ability to speak a specified language, and the representative of the entity is an interpreter.
9. The system according to claim 7 , wherein the call requires a plurality of skills.
10. The system according to claim 7 , wherein routing the call to the representative of the entity comprises routing the call via a local network corresponding to the entity, wherein the local network is behind a firewall that connects the local network to a private MPLS (Multi-Protocol Label Switched) network.
11. The system according to claim 7 , wherein the call is an IP video call.
12. The system according to claim 7 , wherein when the call originates at the entity and the representative of the entity is available to take the call, then there is no credit or debit to the account associated with the entity for the call.
13. A computer program product embedded in a non-transitory computer readable medium for routing calls through successive layers of providers that are associated with separate entities that are part of organizational units, the organizational units connected via an IP (Internet Protocol) data network that is connected to a call center, comprising:
computer program code for receiving a call from a requestor, the call originating from an entity and requiring a particular skill of a representative;
computer program code for routing the call to a representative of the entity logged-in to the call center when the representative of the entity has that particular skill and is available to take the call;
computer program code for routing the call to a representative of an organizational unit associated with the entity when the representative of the entity is not available to take the call and when the representative of the organizational unit has that particular skill and is available to take the call, wherein the representative of the organizational unit is also logged-in to the call center;
computer program code for routing the call to a representative outside the organizational unit center when the representative of the entity and the representative of the organizational unit are not available to take the call and when the representative outside the organizational unit has that particular skill and is available to take the call, wherein the representative outside the organizational unit is also logged-in to the call center;
computer program code for receiving a second call from a second requestor, the second call originating from a second entity and requiring a particular skill of a representative;
computer program code for routing the second call to a representative of the second entity when the representative of the second entity has that particular skill and is available to take the second call;
computer program code for, when the representative of the second entity is not available to take the second call, routing the second call to the representative of the entity when the representative of the entity has that particular skill and is available to take the second call, wherein the entity and the second entity are both associated with the organizational unit;
computer program code for, when the representative of the second entity and the representative of the entity are not available to take the second call, routing the second call to the representative outside the organizational unit when the representative outside the organizational unit has that particular skill and is available to take the second call;
computer program code for debiting an account associated with the entity when the call is routed to the representative of the second entity; and
computer program code for crediting the account associated with the entity when the second call is routed to the representative of the entity.
14. The computer program product according to claim 13 , wherein the particular skill is the ability to speak a specified language, and the representative of the entity is an interpreter.
15. The computer program product according to claim 13 , wherein routing the call to the representative of the entity comprises routing the call via a local network corresponding to the entity, wherein the local network is behind a firewall that connects the local network to a private MPLS (Multi-Protocol Label Switched) network.
16. The computer program product according to claim 13 , wherein the call is an IP video call.
17. The computer program product according to claim 13 , wherein when the call originates at the entity and the representative of the entity is available to take the call, then there is no credit or debit to the account associated with the entity for the call.