US 12,113,935 B2
System and method for secure call routing and queuing
John Viv Shore, Playa Del Rey, CA (US)
Assigned to SECURE ROUTE, INC., Northfield, OH (US)
Filed by Secure Route, Inc., Northfield, OH (US)
Filed on Aug. 17, 2023, as Appl. No. 18/451,761.
Application 18/451,761 is a continuation of application No. 17/576,369, filed on Jan. 14, 2022, granted, now 11,765,271.
Application 17/576,369 is a continuation of application No. 15/143,286, filed on Apr. 29, 2016, granted, now 11,258,903, issued on Feb. 2, 2022.
Claims priority of provisional application 62/234,421, filed on Sep. 29, 2015.
Claims priority of provisional application 62/154,597, filed on Apr. 29, 2015.
Prior Publication US 2023/0396708 A1, Dec. 7, 2023
This patent is subject to a terminal disclaimer.
Int. Cl. H04M 3/00 (2024.01); H04L 12/66 (2006.01); H04L 67/02 (2022.01); H04M 3/42 (2006.01); H04M 3/51 (2006.01); H04M 3/523 (2006.01); H04M 5/00 (2006.01)
CPC H04M 3/523 (2013.01) [H04L 67/02 (2013.01); H04M 3/42008 (2013.01); H04M 3/42314 (2013.01); H04M 3/5158 (2013.01)] 15 Claims
OG exemplary drawing
 
1. A method of managing a plurality of incoming calls, each of the plurality of incoming calls being associated with a personal communication identifier for communicating with a Voice Over Internet Protocol interface over a telecommunications data network, the method comprising:
receiving a selected call of the incoming calls at the Voice Over Internet Protocol interface, the selected call being received at the Voice Over Internet Protocol interface via a selected caller using their personal communication identifier and directly identifying a selected queue using its personal communication identifier from a relational database, wherein the personal communication identifier includes a unique telephone number and an Internet Protocol address;
querying available agents from the selected queue via a controller coupled to the Voice Over Internet Protocol interface;
transferring the received call to a selected available agent via the controller through the Voice Over Internet Protocol interface; and
protecting the privacy of the selected available agent by assigning a unique agent communication identifier to the selected available agent that is different from an original agent communication identifier used to identify the selected available agent.