Method and system for correlating telephone calls with information delivery
US6766009B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Mar 7, 2002 |
| Grant date | Jul 20, 2004 |
| Priority date | — |
| Expiry date | Dec 27, 2022 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04Q2213/13389
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A method and system for correlating information retrieved from a data network, with a telephone call initiated by an initial address message (IAM) at a multi-line facility, such as a call center or a voice access server (VAS), hinges on extracting an identifier string inserted into the user-user-interface field of the IAM, and accompanying the information. The information is used to perform an enhanced service feature which may include aiding the selection of an internal line at call center's call distributor, or the selection and customization of delivery of a service feature, at a VAS. The information may also be displayed at a display terminal associated with a call center agent handling the call.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.