Telephone call processing in an interactive voice response call management system

US7065201B2 · kind B2 · utility

Assignees

• SBC Technology Resources Inc · US
• SBC Services, Inc. · US
• Pacific Bell Telephone · US

Inventors

• Robert R. Bushey · Cedar Park, US
• Yanira Marbella Bowen · South Pasadena, US
• Ruth Elaine Lawrence · Los Angeles, US
• John M. Martin · Austin, US
• Denise Quackenbush · Danville, US
• Rachel Simon · Chicago, US

Key dates

• Filing date: Jul 31, 2001
• Grant date: Jun 20, 2006
• Expiry date: Dec 31, 2023

Classification

• Technology area (CPC H): Electricity
• CPC primary: H04M3/493
• WIPO field: Telecommunications
• WIPO sector: Electrical engineering

Abstract

The present invention relates to a customer call routing menu employing an interactive voice response system (IVR) to process a call in a customer service center. The menu messages are provided in terms of customer tasks to be performed, rather than in terms of corporate units. Further, the menu messages are arranged and played to the caller in the order of the most frequently requested tasks and include terminology commonly used by customers.