Expediting a support call based on preceding electronic activity
US-2024340377-A1 · Oct 10, 2024 · US
US9621715B2 · US · B2
| Field | Value |
|---|---|
| Publication number | US-9621715-B2 |
| Application number | US-201514635684-A |
| Country | US |
| Kind code | B2 |
| Filing date | Mar 2, 2015 |
| Priority date | Mar 2, 2015 |
| Publication date | Apr 11, 2017 |
| Grant date | Apr 11, 2017 |
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A computer device may include logic configured to receive a Session Initiation Protocol (SIP) telephone call and identify the SIP telephone call as originating from a first toll-free telephone number and destined for a second toll-free telephone number. The computer device may further determine a screened telephone number associated with the first toll-free telephone number; generate a diversion header that includes the determined screened telephone number for the SIP telephone call, in response to identifying the SIP telephone call as originating from the first toll-free telephone number and destined for the second toll-free telephone number; and send the SIP telephone call to a local exchange carrier network associated with the second toll-free telephone number.
Opening claim text (preview).
What is claimed is: 1. A method performed by a computer device, the method comprising: receiving, by the computer device, a Session Initiation Protocol (SIP) telephone call; identifying, by the computer device, the SIP telephone call as originating from a first toll-free telephone number and destined for a second toll-free telephone number; determining, by the computer device, a screened telephone number associated with the first toll-free telephone number, wherein the screened telephone number is assigned to the first toll-free telephone number by a provider network that carries SIP telephone calls between a SIP network associated with the first toll-free telephone number and a local exchange carrier network associated with the second toll-free telephone number; generating, by the computer device, a diversion header that includes the determined screened telephone number for the SIP telephone call, in response to identifying the SIP telephone call as originating from the first toll-free telephone number and destined for the second toll-free telephone number; and sending, by the computer device, the SIP telephone call to the local exchange carrier network associated with the second toll-free telephone number. 2. The method of claim 1 , further comprising: receiving an indication from the local exchange carrier network that the SIP telephone call was rejected by the local exchange carrier network; generating an asserted identity header that includes an access number associated with the first toll-free telephone number, in response to receiving the indication that the SIP telephone call was rejected by the local exchange carrier network; and re-sending the SIP telephone call to the local exchange carrier network with the generated asserted identity header. 3. The method of claim 2 , wherein the asserted identity header further includes the first toll-free telephone number as a display number. 4. The method of claim 1 , wherein the computer device functions as a back-to-back user agent for a SIP network associated with the first toll-free telephone number. 5. The method of claim 4 , wherein the computer device includes at least one of: an Internet Protocol Private Branch Exchange device; a Session Border Controller device; or a Session Initiation Protocol Application Server device. 6. The method of claim 1 , wherein the computer device functions as a back-to-back user agent for the provider network that carries SIP telephone calls between a SIP network associated with the first toll-free telephone number and the local exchange carrier network associated with the second toll-free telephone number. 7. The method of claim 1 , wherein the SIP telephone call is received from a call center, and wherein the SIP telephone call is associated with another SIP telephone call between the call center and a user device associated with a customer of the call center. 8. The method of claim 1 , further comprising: determining that the local exchange carrier network associated with the second toll-free telephone number requires an asserted identity header for telephone calls from the first toll-free telephone number to the second toll-free telephone number, based on information stored in the local exchange carrier network; and generating an asserted identity header for the SIP telephone call that includes an access number associated with the first toll-free telephone number, in response determining that the local exchange carrier network associated with the second toll-free telephone number requires an asserted identity header for telephone calls from the first toll-free telephone number to the second toll-free telephone number. 9. A computer device comprising: logic configured to: receive a Session Initiation Protocol (SIP) telephone call; identify the SIP telephone call as originating from a first toll-free telephone number and destined for a second toll-free telephone number; determine a screened telephone number associated with the first toll-free telephone number, wherein the screened telephone number is assigned to the first toll-free telephone number by a provider network that carries SIP telephone calls between a SIP network associated with the first toll-free telephone number and a local exchange carrier network associated with the second toll-free telephone number; generate a diversion header that includes the determined screened telephone number for the SIP telephone call, in response to identifying the SIP telephone call as originating from the first toll-free telephone number and destined for the second toll-free telephone number; and send the SIP telephone call to the local exchange carrier network associated with the second toll-free telephone number. 10. The computer device of claim 9 , wherein the logic is further configured to: receive an indication from the local exchange carrier network that the SIP telephone call was rejected by the local exchange carrier network; generate an asserted identity header that includes an access number associated with the first toll-free telephone number, in response to receiving the indication that the SIP telephone call was rejected by the local exchange carrier network; and re-send the SIP telephone call to the local exchange carrier network with the generated asserted identity header. 11. The computer device of claim 9 , wherein the computer device functions as a back-to-back user agent for a SIP network associated with the first toll-free telephone number. 12. The computer device of claim 11 , wherein the computer device includes at least one of: an Internet Protocol Private Branch Exchange device; a Session Border Controller device; or a Session Initiation Protocol Application Server device. 13. The computer device of claim 9 , wherein the computer device functions as a back-to-back user agent for the provider network that carries SIP telephone calls between a SIP network associated with the first toll-free telephone number and the local exchange carrier network associated with the second toll-free telephone number. 14. The computer device of claim 9 , wherein the SIP telephone call is received from a call center, and wherein the SIP telephone call is associated with another SIP telephone call between the call center and a user device associated with a customer of the call center. 15. The computer device of claim 9 , wherein the logic is further configured to: determine that the local exchange carrier network associated with the second toll-free telephone number requires an asserted identity header for telephone calls from the first toll-free telephone number to the second toll-free telephone number, based on information stored in the local exchange carrier network; and generate an asserted identity header for the SIP telephone call that includes an access number associated with the first toll-free telephone number, in response determining that the local exchange carrier network associated with the second toll-free telephone number requires an asserted identity header for telephone calls from the first toll-free telephone number to the second toll-free telephone number. 16. A non-transitory computer-readable medium, storing instructions executable by one or more processors, the non-transitory computer-readable medium comprising: one or more instructions to receive a Session Initiation Protocol (SIP) telephone call; one or more instructions to identify the SIP telephone call as originating from a first toll-free telephone number and destined for a second toll-free telephone number; one or more instructions to determine a screene
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