Method and apparatus for network-intelligence-determined identity or persona

A non-transitory computer-usable medium having computer readable instructions stored thereon that, when executed by a processor, perform operations comprising:

• receiving, at a call center server, call information associated with a call from a calling party directed to a called party, the call information including a calling party number;
• in response to receiving the call information, transmitting from the call center server to the calling party a pre-canned message;
• only if the calling party number is a home number of the calling party associated with a landline telephone connected to a circuit switched network, performing the following operations:
• searching, by the call center server, a database with a called party number as a search key;
• retrieving from the database customer relationship management information associated with the called party and the calling party and presence information, the presence information identifying a third party from a plurality of third parties that is available to handle the call and comprising information relating time of day to availability of the third party, and identification information of a client associated with the third party;
• automatically transmitting the customer relationship management information associated with the called party and the calling party from the call center server to the third party in response to receiving the call information, the customer relationship management information including product preferences of the calling party, inventory and sales information associated with the called party, catalog information associated with the called party, specific scripts about the called party's business that instruct the third party on what phrases to use to assume a persona of the called party, a responding third party preference of the calling party, and product and price preference associated with the calling party;
• receiving a response from the third party in response to transmitting the customer relationship management information associated with the called party and the calling party, the response being in accordance with the responding third party preference of the calling party;
• and
• connecting the call from the calling party to the client associated with the third party, wherein the third party assumes the persona of the called party by representing to the calling party that the third party is the called party.

A call center server comprising:

• a processor;
• a network connection;
• and
• a non-transitory computer-usable medium having computer readable instructions stored thereon that, when executed by the processor, perform operations comprising:
• receiving, via the network connection, call information associated with a call from a calling party directed to a called party, the call information including a calling party number;
• in response to receiving the call information, transmitting from the call center server to the calling party a pre-canned message;
• only if the calling party number is a home number of the calling party associated with a landline telephone connected to a circuit switched network, performing the following operations:
• searching, by the call center server, a database with a called party number as a search key;
• retrieving from the database customer relationship management information associated with the called party and the calling party and presence information, the presence information identifying a third party from a plurality of third parties that is available to handle the call and comprising information relating time of day to availability of the third party, and identification information of a client associated with the third party;
• automatically transmitting the customer relationship management information associated with the called party and the calling party from the call center server to the third party in response to receiving the call information, the customer relationship management information including product preferences of the calling party, inventory and sales information associated with the called party, catalog information associated with the called party, specific scripts about the called party's business that instruct the third party on what phrases to use to assume a persona of the called party, a responding third party preference of the calling party, and product and price preference associated with the calling party;
• receiving a response from the third party in response to transmitting the customer relationship management information associated with the called party and the calling party, the response being in accordance with the responding third party preference of the calling party;
• and
• connecting the call from the calling party to the client associated with the third party, wherein the third party assumes the persona of the called party by representing to the calling party that the third party is the called party.