Method and system for call to role

Abstract

Methods and systems are provided for routing incoming customer service requests directly to the most appropriate destination within a call center without requiring customer knowledge of a specific telephone number or extension to call and without requiring the customer to select from a series of menus. The receiving location or inbound call center accepts a voice call from a customer. The incoming voice call includes an associated data stream. This data stream is processed by the inbound call center and is used to route the call to the appropriate destination or customer service representative, for example a specific person, a department, a subsidiary, an individual either working within a facility or working outside the facility, a subcontractor and combinations thereof. Additional functionality is provided by including additional data, e.g. data in addition to routing data, along with voice data.

1 . A method for processing an audio communication, the method comprising:
 identifying processing criteria in a web-based environment using a first device, the processing criteria to be applied to an audio communication between an initiating entity and a receiving entity;   transmitting the identified processing criteria to the receiving entity independent of any audio communication data;   establishing the audio communication between an initiating entity and a receiving entity using a second device independent of the first device;   associating the identified processing criteria with the established audio communication at the receiving entity; and   processing the audio communication at the receiving entity in accordance with the associated processing criteria.   
     
     
         2 . The method of  claim 1 , wherein the identified processing criteria are transmitted to the receiving entity before establishing the audio communication. 
     
     
         3 . The method of  claim 1 , wherein the step of identifying the processing criteria comprises selecting at least one processing criterion from a pre-determined list of processing criteria. 
     
     
         4 . The method of  claim 3 , further comprising identifying said processing criteria from a list of processing criteria maintained by the receiving entity. 
     
     
         5 . (canceled) 
     
     
         6 . The method of  claim 1 , wherein:
 the second device comprises audio communication equipment disposed at the initiating entity; and   the step of transmitting the processing criteria further comprises forwarding alpha-numeric designations to the receiving entity using the audio communication equipment disposed at the initiating entity.   
     
     
         7 . The method of  claim 1 , wherein the second device is capable of transmitting and receiving text data and audio communication data. 
     
     
         8 . The method of  claim 1 , wherein the step of identifying the processing criteria further comprises expressing the processing criteria using extensible mark-up language. 
     
     
         9 . The method of  claim 1 , wherein:
 the step of transmitting the processing criteria comprises using session initiation protocol to forward the processing criteria; and   the step of establishing an audio communication comprises establishing a voice over internet protocol audio communication.   
     
     
         10 . The method of  claim 1 , wherein
 the step of associating the processing criteria with the audio communication comprises forwarding a unique telephone number from the receiving entity to the transmitting entity in response to the transmitted processing criteria, the unique telephone number used to establish the audio communication.   
     
     
         11 . The method of  claim 1 , wherein the processing criteria comprise audio communication routing data, security data, identification of a service to be provided by the receiving entity or combinations thereof. 
     
     
         12 . The method of  claim 1 , wherein the step of processing the audio communication comprises:
 identifying a destination within the receiving entity based upon the associated processing criteria; and   routing the audio communication to the identified destination.   
     
     
         13 - 19 . (canceled) 
     
     
         20 . A non-transitory computer-readable medium containing a computer-readable code that when read by a computer causes the computer to perform a method for processing an audio communication, the method comprising:
 identifying processing criteria in a web-based environment using a first device, the processing criteria to be applied to an audio communication between an initiating entity and a receiving entity;   transmitting the identified processing criteria to the receiving entity independent of any audio communication data;   establishing the audio communication between an initiating entity and a receiving entity using a second device independent of the first device;   associating the identified processing criteria with the established audio communication at the receiving entity; and   processing the audio communication at the receiving entity in accordance with the associated processing criteria.   
     
     
         21 . The non-transitory computer-readable medium of  claim 20 , wherein the identified processing criteria are transmitted to the receiving entity before establishing the audio communication. 
     
     
         22 . The non-transitory computer-readable medium of  claim 20 , wherein the step of identifying the processing criteria comprises selecting at least one processing criterion from a pre-determined list of processing criteria. 
     
     
         23 . The non-transitory computer-readable medium of  claim 22 , further comprising maintaining the pre-determined list of processing criteria using the receiving entity. 
     
     
         24 . (canceled) 
     
     
         25 . The non-transitory computer-readable medium of  claim 20 , wherein:
 the second device comprises audio communication equipment disposed at the initiating entity; and   the step of transmitting the processing criteria further comprises forwarding alpha-numeric designations to the receiving entity using the audio communication equipment disposed at the initiating entity.   
     
     
         26 . The non-transitory computer-readable medium of  claim 20 , wherein the second device is capable of transmitting and receiving text data and audio communication data. 
     
     
         27 . The non-transitory computer-readable medium of  claim 20 , wherein:
 the step of identifying the processing criteria further comprises expressing the processing criteria using extensible mark-up language;   the step of transmitting the processing criteria comprises using session initiation protocol to forward the processing criteria; and   the step of establishing an audio communication comprises establishing a voice over internet protocol audio communication.   
     
     
         28 . The non-transitory computer-readable medium of  claim 20 , wherein
 the step of associating the processing criteria with the audio communication comprises forwarding a unique telephone number from the receiving entity to the transmitting entity in response to the transmitted processing criteria, the unique telephone number used to establish the audio communication.   
     
     
         29 . The non-transitory computer-readable medium of  claim 20 , wherein the processing criteria comprise audio communication routing data, security data, an identification of a service to be provided by the receiving entity or combinations thereof. 
     
     
         30 - 31 . (canceled)