Customer service transaction handling based on transaction...

Details Customer service transaction handling based on transaction... Customer service transaction handling based on transaction...

2006-12-05

2006-12-05

Smith, Creighton (Department: 2614)

Telephonic communications

Centralized switching system

Call distribution to operator

C379S266020

Reexamination Certificate

active

07146002

ABSTRACT:
A method of routing a plurality of calls received by a call routing system, including grouping each of the plurality of received calls based on a plurality of customer classifications each associated with one of a plurality of customers each corresponding to one of the plurality of received calls. Each of the plurality of received calls are ranked based on a plurality of transaction histories each associated with one of the plurality of customers. Each of the plurality of received calls are routed based on the grouping and the ranking.

REFERENCES:
patent: 2002/0087393 (2002-07-01), Philonenko
patent: 2002/0131399 (2002-09-01), Philonenko
patent: 2004/0193468 (2004-09-01), Mosquera et al.
patent: 2004/0250085 (2004-12-01), Tattan et al.
patent: 2005/0163302 (2005-07-01), Mock et al.
patent: 2005/0192851 (2005-09-01), Rangnekar

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