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:
an input device accessible to an end user;
a processor coupled to the input device; and
a memory, wherein the memory stores instructions that, when executed by the processor, cause the processor to:
detect actuation of the input device by the end user to provide an identifier of a first communication destination;
identify a communication attempt to the first communication destination;
transmit data to a server over a data link relating to the communication attempt;
receive destination information from the server for a second communication destination in response to the transmitted data; and
initiate voice communication to the second communication destination instead of the first communication destination, based on the received destination information.
2. The system of claim 1 , wherein the data includes geographic location of the communications device.
3. The system of claim 2 , wherein the geographic location is derived from a Global Positioning System device operable at the communications device.
4. The system of claim 1 , wherein the first communication destination is associated with a communication cost that is higher than a communication cost associated with the second communication destination.
5. The system of claim 1 , wherein the data includes customer profile data and the second communication destination is selected based on the customer profile data.
6. The system of claim 1 , wherein the data includes customer profile data, and treatment of the voice communication by the contact center is based on the customer profile data.
7. The system of claim 6 , wherein the treatment includes by-passing an automated voice response system based on the customer profile data.
8. A method for establishing voice communication between a communications device and a contact center, the communications device having an input device accessible to an end user, the method comprising:
detecting by the communication device actuation of the input device by the end user to provide an identifier of a first communication destination;
identifying by the communication device a communication attempt to the first communication destination;
transmitting by the communication device data to a server over a data link relating to the communication attempt;
receiving by the communication device destination information from the server for a second communication destination in response to the transmitted data; and
initiating by the communication device voice communication to the second communication destination instead of the first communication destination, based on the received destination information.
9. The method claim 8 , wherein the data includes geographic location of the communications device.
10. The method claim 9 , wherein the geographic location is derived from a Global Positioning System device operable at the communications device.
11. The method claim 8 , wherein the first communication destination is associated with a communication cost that is higher than a communication cost associated with the second communication destination.
12. The method claim 8 , wherein the data includes customer profile data and the second communication destination is selected based on the customer profile data.
13. The method claim 8 , wherein the data includes customer profile data and treatment of the voice communication by the contact center is based on the customer profile data.
14. The method claim 13 , wherein the treatment includes by-passing an automated voice response system based on the customer profile data.
15. The system of claim 1 , wherein the system is a mobile telephony device.
16. The system of claim 1 , wherein the first communication destination is a first telephone number and the second communication destination is a second telephone number different from the first telephone number, wherein the instructions cause the processor to replace the first telephone number with the second telephone number, and dial the second telephone number in response to receiving the second telephone number from the server.
17. The system of claim 16 , wherein the instructions further cause the processor to at least pause, delay, or cancel the communication attempt to the first communication destination in response to receiving the second communication destination.