Intelligent customer care support
US7706792B1 · kind B1 · utility
Assignee
Inventors
Key dates
| Filing date | Aug 10, 2005 |
| Grant date | Apr 27, 2010 |
| Priority date | — |
| Expiry date | Feb 14, 2028 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04W8/18
- WIPO fieldDigital communication
- WIPO sectorElectrical engineering
Abstract
In a mobile communications system a visiting location register (VLR) associated with a switching receives an address of an external control component and a service identifier identifying a service to be performed by the external control component from a home location register (HLR) associated with a mobile communications device. When a customer care call from the mobile communications device is received at the switching center, the switching center suspends call processing and queries the external control component utilizing the address from the VLR. The external control component performs the service indicated by the service indicator and determines a translation for the customer care call and returns information to the switching center for routing the call according to the translation. The translation may be determined at least in part according to the service performed by the external control component. The translation may be determined at least in part according to one or more of time of day, day of week, location of the switching center, or NPA-Nxx. The service indicator and address of the external control component may be provided by the HLR in Dialed CAMEL Subscription Infor…
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.