公开(公告)号：US10009469B1

公开(公告)日：2018-06-26

申请号：US15671561

申请日：2017-08-08

Applicant: Open Invention Network, LLC

Inventor： Mahendra Varman ,  Craig A. Webster ,  Jil M. Fisher

IPC: H04M3/42 ,  H04M3/527 ,  H04L29/08

CPC classification number: H04M3/42008 ,  H04L67/146 ,  H04M3/42068 ,  H04M3/42382 ,  H04M3/5158 ,  H04M3/5166 ,  H04M3/5183 ,  H04M3/5235 ,  H04M3/527 ,  H04M2203/551 ,  H04M2207/18 ,  H04W4/12 ,  H04W4/16

Abstract: Disclosed are a method and apparatus of receiving and processing customer support calls. The calls may be initiated from a mobile/wireless device via a call function or via a mobile device application. An example method of operation may provide receiving a call from the mobile device at a call processing server configured to route the call to an appropriate destination. The call processing server may perform identifying a purpose associated with the call and transmitting the call to the message redirect call processing module responsive to identifying the purpose of the call as a request for customer service support. Also, the server may also perform creating a redirect message instructing the mobile device to initiate a customer service support application that operates via a data network, and transmitting the redirect message to the mobile device.

公开(公告)号：US10412222B1

公开(公告)日：2019-09-10

申请号：US16120516

申请日：2018-09-04

Applicant: OPEN INVENTION NETWORK LLC

Inventor： Mahendra Varman ,  Craig A. Webster ,  Jil M. Fisher

IPC: H04M3/42 ,  H04M3/51 ,  H04M3/523 ,  H04W4/16 ,  H04W4/12 ,  H04M3/527 ,  H04L29/08

Abstract: Disclosed are a method and apparatus of receiving and processing customer support calls. The calls may be initiated from a mobile/wireless device via a call function or via a mobile device application. An example method of operation may provide receiving a call from a mobile device and identifying the call as a customer service support inquiry. The method may further provide intercepting the call and redirecting the call to an interactive voice response proxy device responsive to identifying the call as a customer service support inquiry, accessing a database responsive to receiving the call and retrieving a data record that was created when the call was initiated. The data record may include a mobile device identifier of the mobile device and a present inquiry identifier of a type of customer support inquiry associated with the call and the method may also include identifying the customer inquiry and a customer profile stored on the data record, and determining a location to route the call based on at least one of the customer inquiry and the customer profile information on the data record.

公开(公告)号：US10069975B1

公开(公告)日：2018-09-04

申请号：US15799914

申请日：2017-10-31

Applicant: OPEN INVENTION NETWORK LLC

Inventor： Mahendra Varman ,  Craig A. Webster ,  Jil M. Fisher

IPC: H04M3/42 ,  H04M3/51 ,  H04M3/523

Abstract: Disclosed are a method and apparatus of receiving and processing customer support calls. The calls may be initiated from a mobile/wireless device via a call function or via a mobile device application. An example method of operation may provide receiving a call from a mobile device and identifying the call as a customer service support inquiry. The method may further provide intercepting the call and redirecting the call to an interactive voice response proxy device responsive to identifying the call as a customer service support inquiry, accessing a database responsive to receiving the call and retrieving a data record that was created when the call was initiated. The data record may include a mobile device identifier of the mobile device and a present inquiry identifier of a type of customer support inquiry associated with the call and the method may also include identifying the customer inquiry and a customer profile stored on the data record, and determining a location to route the call based on at least one of the customer inquiry and the customer profile information on the data record.