Invention Grant
US08223953B2 Methods, systems, and computer program products for rule-based direction of customer service calls
有权
方法，系统和计算机程序产品，用于基于规则的客户服务呼叫方向
- Patent Title: Methods, systems, and computer program products for rule-based direction of customer service calls
- Patent Title (中): 方法，系统和计算机程序产品，用于基于规则的客户服务呼叫方向
-
Application No.: US11601400Application Date: 2006-11-17
-
Publication No.: US08223953B2Publication Date: 2012-07-17
- Inventor: Mounire El Houmaidi , Shankaran Narayanan , Homayoun Torab
- Applicant: Mounire El Houmaidi , Shankaran Narayanan , Homayoun Torab
- Applicant Address: US GA Atlanta
- Assignee: AT&T Intellectual Property I, L.P.
- Current Assignee: AT&T Intellectual Property I, L.P.
- Current Assignee Address: US GA Atlanta
- Agency: Cantor Colburn LLP
- Main IPC: H04M3/00
- IPC: H04M3/00
Abstract:
Directing customer service calls based upon one or more rules incorporating customer information, network status information, service status information, or various combinations thereof. An incoming service call, and a customer identifier for the incoming service call are received. The customer identifier is used to obtain customer information. Network status information is obtained, or service status information is obtained, or network status information and service status information are obtained. One or more rules are retrieved. The one or more retrieved rules are applied to at least one of the obtained network status information or the obtained service status information to automatically direct the incoming call to a help desk agent selected from a plurality of help desk agents.
Public/Granted literature
- US20080118052A1 Methods, systems, and computer program products for rule-based direction of customer service calls Public/Granted day:2008-05-22
Information query
