Method and system for improved routing of repair calls to a call center
US8670549B2 · kind B2 · utility
Assignee
Inventor
Key dates
| Filing date | May 1, 2009 |
| Grant date | Mar 11, 2014 |
| Priority date | — |
| Expiry date | Aug 16, 2030 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2242/22
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
Processing a communication received at a communications center over a communications network includes determining whether a sender of the communication sent previous communications to a communications center based on identification information obtained from the communication. Communication is routed to an agent, from a first group of agents, when it is determined that the sender did not send previous communications to the communications center. The communication is processed by generating a report by the agent from the first group of agents. Communication is routed to an agent, from a second group of agents, when it is determined that the sender sent send previous communications to the communications center. The communication is re-processed by retrieving an existing report by the agent from the second group of agents.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.