System and method for reducing toll charges to a customer service center using VoIP

a customer service center and voice over internet protocol technology, applied in the field of telecoms, can solve problems such as the complicated regulatory schem

Active Publication Date: 2010-02-23
USAA
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Benefits of technology

This patent describes a way for people who want to get connected from their home or office to another computer without having to pay extra money on phone lines. They use this technology to connect with other computers through a special connection called a gateway.

Problems solved by technology

This patent describes how telecom operators charge for long distance calls based on factors like time zone differences and country codes. However, this charging cannot be done efficiently due to the complex nature of international agreements. Companies often use another type of governmental entity called Interstate Regulators (IRCs), which helps manage long distance calls more effectively. These IRCs allow carriers to determine if they should pay them when they receive calls from foreign agents. They also provide a mechanism for routing calls based on the best available network capacity.

Method used

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  • System and method for reducing toll charges to a customer service center using VoIP
  • System and method for reducing toll charges to a customer service center using VoIP
  • System and method for reducing toll charges to a customer service center using VoIP

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Embodiment Construction

[0014]Illustrated in FIG. 1 is a system 11 for reducing toll charges to a customer service center in accordance with this disclosure. The system 11 includes a call center 12 having a first local network (call center network) 13 at location 1, that operates as a call center to respond to calls placed by a customer from a customer telephone 15, through a public switched telephone network (PSTN) 17. The system 11 also includes at least one other local network 19 at location 2 that can receive and process calls from PSTN 17. A voice over internet protocol (VoIP) subsystem 20 is included in the network 19. Network 19 and call center network 13 are connected through a packet switched network 21. Examples of packet switched networks include the internet and private networks that carry data in Transmission Control Protocol / Internet Protocol (TCP / IP). TCP / IP is a set of communications protocols used to connect hosts on the Internet. TCP / IP uses several protocols including TCP and IP. TC

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PUM

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Abstract

A method and system are disclosed where a call center operator having multiple locations, including a call center is able to utilize existing network infrastructure to route telephone communications to the call center to the location where the lowest toll rate is applicable. The telephone communications are converted into data packets and routed to the call center using VoIP technology. No toll would apply to the transmission of the data to the call center.

Description

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Claims

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Application Information

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Owner USAA
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