CA2326852A1 - Providing customer treatment in a call center based on a network source address of a request originator - Google Patents

Providing customer treatment in a call center based on a network source address of a request originator Download PDF

Info

Publication number
CA2326852A1
CA2326852A1 CA002326852A CA2326852A CA2326852A1 CA 2326852 A1 CA2326852 A1 CA 2326852A1 CA 002326852 A CA002326852 A CA 002326852A CA 2326852 A CA2326852 A CA 2326852A CA 2326852 A1 CA2326852 A1 CA 2326852A1
Authority
CA
Canada
Prior art keywords
source address
originator
call center
network
communication
Prior art date
Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
Granted
Application number
CA002326852A
Other languages
French (fr)
Other versions
CA2326852C (en
Inventor
Andrew Derek Flockhart
Robin H. Foster
John Z. Taylor
Eugene P. Mathews
Current Assignee (The listed assignees may be inaccurate. Google has not performed a legal analysis and makes no representation or warranty as to the accuracy of the list.)
Avaya Technology LLC
Original Assignee
Individual
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by Individual filed Critical Individual
Publication of CA2326852A1 publication Critical patent/CA2326852A1/en
Application granted granted Critical
Publication of CA2326852C publication Critical patent/CA2326852C/en
Anticipated expiration legal-status Critical
Expired - Lifetime legal-status Critical Current

Links

Classifications

    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M7/00—Arrangements for interconnection between switching centres
    • H04M7/0024—Services and arrangements where telephone services are combined with data services
    • H04M7/003—Click to dial services
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/5183—Call or contact centers with computer-telephony arrangements
    • H04M3/5191—Call or contact centers with computer-telephony arrangements interacting with the Internet
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2203/00—Aspects of automatic or semi-automatic exchanges
    • H04M2203/20—Aspects of automatic or semi-automatic exchanges related to features of supplementary services
    • H04M2203/2066—Call type detection of indication, e.g. voice or fax, mobile of fixed, PSTN or IP
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2203/00—Aspects of automatic or semi-automatic exchanges
    • H04M2203/55—Aspects of automatic or semi-automatic exchanges related to network data storage and management
    • H04M2203/551—Call history
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/42025—Calling or Called party identification service
    • H04M3/42034—Calling party identification service
    • H04M3/42059—Making use of the calling party identifier
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
    • H04M3/5232—Call distribution algorithms
    • H04M3/5235—Dependent on call type or called number [DNIS]

Landscapes

  • Engineering & Computer Science (AREA)
  • Signal Processing (AREA)
  • Business, Economics & Management (AREA)
  • Marketing (AREA)
  • General Engineering & Computer Science (AREA)
  • Telephonic Communication Services (AREA)
  • Data Exchanges In Wide-Area Networks (AREA)

Abstract

A call center or other processing system receives an incoming communication over a computer network, determines at least a portion of a network source address of the originator, and utilizes information from the source address to select a particular type of treatment for the communication. The computer network may be an Internet Protocol (IP) network and the network source address may be an IP source address. The communication may be a service request delivered from the originator to a call center over the Internet. The source address may be processed to determine, e.g., a particular individual corresponding to the originator, or a company name, company size, Internet service provider, geographic region, or other characteristic associated with the originator. This information is then used to determine how the communication will be handled, e.g., provided with service within a designated time, handled by an agent having particular skills, etc. The source address may also be used to control subsequent activation of live agent support icons presented via a web page. Advantageously, the invention allows more efficient handling of communications received over the Internet by allowing a call center to provide appropriate customer treatment for such communications.
CA002326852A 1999-12-15 2000-11-24 Providing customer treatment in a call center based on a network source address of a request originator Expired - Lifetime CA2326852C (en)

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
US09/461,903 US6732188B1 (en) 1999-12-15 1999-12-15 Method for providing customer treatment based on specified rules in conjunction with network source address of a request originator
US09/461,903 1999-12-15

Publications (2)

Publication Number Publication Date
CA2326852A1 true CA2326852A1 (en) 2001-06-15
CA2326852C CA2326852C (en) 2006-08-08

Family

ID=23834412

Family Applications (1)

Application Number Title Priority Date Filing Date
CA002326852A Expired - Lifetime CA2326852C (en) 1999-12-15 2000-11-24 Providing customer treatment in a call center based on a network source address of a request originator

Country Status (5)

Country Link
US (1) US6732188B1 (en)
EP (1) EP1109386B1 (en)
JP (1) JP3787275B2 (en)
CA (1) CA2326852C (en)
DE (1) DE60045405D1 (en)

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US6947980B1 (en) * 2000-08-28 2005-09-20 Qwest Communications International, Inc. Method and system for verifying modem status
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US7403768B2 (en) * 2001-08-14 2008-07-22 At&T Delaware Intellectual Property, Inc. Method for using AIN to deliver caller ID to text/alpha-numeric pagers as well as other wireless devices, for calls delivered to wireless network
US7269249B2 (en) 2001-09-28 2007-09-11 At&T Bls Intellectual Property, Inc. Systems and methods for providing user profile information in conjunction with an enhanced caller information system
US7315618B1 (en) 2001-12-27 2008-01-01 At&T Bls Intellectual Property, Inc. Voice caller ID
US6707888B1 (en) * 2002-05-06 2004-03-16 Sprint Communications Company, L.P. Location evaluation for callers that place emergency telephone calls over packet networks
US7127488B1 (en) * 2002-07-23 2006-10-24 Bellsouth Intellectual Property Corp. System and method for gathering information related to a geographical location of a caller in an internet-based communication system
US7139374B1 (en) 2002-07-23 2006-11-21 Bellsouth Intellectual Property Corp. System and method for gathering information related to a geographical location of a callee in a public switched telephone network
US7623645B1 (en) 2002-07-23 2009-11-24 At&T Intellectual Property, I, L.P. System and method for gathering information related to a geographical location of a caller in a public switched telephone network
US7443964B2 (en) 2003-04-18 2008-10-28 At&T Intellectual Property, I,L.P. Caller ID messaging
US7978833B2 (en) 2003-04-18 2011-07-12 At&T Intellectual Property I, L.P. Private caller ID messaging
JP2004349802A (en) * 2003-05-20 2004-12-09 Sharp Corp Ip telephone device
US7533383B2 (en) * 2003-11-12 2009-05-12 International Business Machines Corporation Method, system, and apparatus for scheduling pattern based web services
US7623849B2 (en) 2003-11-13 2009-11-24 At&T Intellectual Property, I, L.P. Method, system, and storage medium for providing comprehensive originator identification services
US7672444B2 (en) 2003-12-24 2010-03-02 At&T Intellectual Property, I, L.P. Client survey systems and methods using caller identification information
US7536177B2 (en) 2004-04-16 2009-05-19 Broadcom Corporation Enhanced caller ID information based on access device information via a broadband access gateway
DE602005017973D1 (en) * 2004-04-16 2010-01-14 Broadcom Corp Registration of multimedia content of an access device via a broadband access gateway
US8195136B2 (en) 2004-07-15 2012-06-05 At&T Intellectual Property I, L.P. Methods of providing caller identification information and related registries and radiotelephone networks
DE102005045113B4 (en) * 2005-09-21 2018-02-01 Unify Gmbh & Co. Kg Method, communication terminal and communication system for assigning information to an address information of a communication terminal
US7636433B2 (en) * 2005-12-02 2009-12-22 Avaya Inc. Timeline visualization for call center processes
US8036371B2 (en) * 2005-12-05 2011-10-11 Avaya Inc. Utilizing small group call center agents to improve productivity without impacting service level targets
US7599861B2 (en) 2006-03-02 2009-10-06 Convergys Customer Management Group, Inc. System and method for closed loop decisionmaking in an automated care system
US7818201B2 (en) * 2006-03-31 2010-10-19 Vology, Inc. Lead referral system
US8379830B1 (en) 2006-05-22 2013-02-19 Convergys Customer Management Delaware Llc System and method for automated customer service with contingent live interaction
US7809663B1 (en) 2006-05-22 2010-10-05 Convergys Cmg Utah, Inc. System and method for supporting the utilization of machine language
US20080037761A1 (en) * 2006-06-28 2008-02-14 West Corporation Remotely Monitoring Call Center Statistics
US7915126B2 (en) * 2007-02-14 2011-03-29 Micron Technology, Inc. Methods of forming non-volatile memory cells, and methods of forming NAND cell unit string gates
US8243909B2 (en) 2007-08-22 2012-08-14 At&T Intellectual Property I, L.P. Programmable caller ID
US8160226B2 (en) 2007-08-22 2012-04-17 At&T Intellectual Property I, L.P. Key word programmable caller ID
US20090158278A1 (en) * 2007-12-12 2009-06-18 Brent De-Kay System, method, and apparatus for multi-channel user interaction
US8638925B1 (en) 2009-01-29 2014-01-28 United Services Automotive Association (USAA) Systems and methods for providing access to available agent
US8238538B2 (en) 2009-05-28 2012-08-07 Comcast Cable Communications, Llc Stateful home phone service
US20140032713A1 (en) * 2012-07-26 2014-01-30 Salesforce.Com, Inc. Computer implemented methods and apparatus for providing knowledge items related to a communication

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US5684872A (en) 1995-07-21 1997-11-04 Lucent Technologies Inc. Prediction of a caller's motivation as a basis for selecting treatment of an incoming call
US5884032A (en) 1995-09-25 1999-03-16 The New Brunswick Telephone Company, Limited System for coordinating communications via customer contact channel changing system using call centre for setting up the call between customer and an available help agent
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Also Published As

Publication number Publication date
CA2326852C (en) 2006-08-08
EP1109386A2 (en) 2001-06-20
DE60045405D1 (en) 2011-02-03
JP3787275B2 (en) 2006-06-21
EP1109386A3 (en) 2004-01-02
US6732188B1 (en) 2004-05-04
EP1109386B1 (en) 2010-12-22
JP2001223802A (en) 2001-08-17

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Effective date: 20201124