	US 7,593,523 B2
	System and method for providing incoming call distribution
Thomas Sterns, Pacific Grove, Calif. (US)
Assigned to Language Line Services, Inc., Monterey, Calif. (US)
Filed on Apr. 24, 2006, as Appl. No. 11/379,988.
Prior Publication US 2007/0263810 A1, Nov. 15, 2007
Int. Cl. H04M 3/00 (2006.01); H04M 5/00 (2006.01); H04L 12/66 (2006.01)

U.S. Cl. 379—265.12 [379/265.01; 379/265.09; 379/266.01; 370/352; 370/356]

34 Claims

1. A method of routing an incoming call, comprising:

establishing a first business skill level in a language and a second business skill level in the language such that the second business skill level has a higher degree of skill in a business service in the language than the first business skill level;

associating a first language interpreter having the first business skill level in the language with the first business skill level;

associating a second language interpreter having the second business skill level in the language with the second business skill level;

receiving an incoming call at a call center of a language interpretation provider, wherein the incoming call is made by a customer requesting language interpretation service for the business service in the language;

determining which of the first business skill level or the second business skill level at a minimum provides the business service to the customer;

selecting the first language interpreter to facilitate providing of the business service to the customer through language interpretation during the incoming call if the first business skill level is determined to provide, at a minimum, the business service to the customer;

selecting the second language interpreter to facilitate providing of the business service to the customer through language interpretation during the incoming call if the second business skill level is determined, at a minimum, to provide the business service to the customer;

queuing the incoming call at a first queue that distributes incoming calls to a call center interpreter, wherein the call center interpreter is permanently connected to the call center of the language interpretation provider through a voice link, wherein the call center interpreter is the first language interpreter or the second language interpreter based on the selection; and

if a customer-defined event occurs, routing the incoming call to a second queue that distributes incoming calls to a non-call center interpreter, wherein the non-call center interpreter is not permanently connected to the call center of the language interpretation provider.