Technique for effectively assisting a user during an information assistance call
US8693672B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | May 3, 2005 |
| Grant date | Apr 8, 2014 |
| Priority date | — |
| Expiry date | Aug 1, 2029 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2203/552
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
Information pertaining to selected events occurring during an information assistance call is recorded in a database. The database is maintained by a device in the information/call center referred to as a call tracker. For example, with respect to a given call, a record may be generated in the database when the call is received, which servers and/or applications interact with the user during the call, which services are provided to the user, etc. Upon the occurrence of a selected event during a call, an “event message” conveying information about the event is generated and transmitted to the call tracker. The event message comprises an identifier associated with the call and one or more values indicating a type of event that has occurred with respect to the call. The call tracker stores information from the event message in the database. The information stored in the database is accessible to various devices and applications within the information/call center—for example, in response to a query as to the current status of a particular call.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.