Telephonic communications – Centralized switching system – Call distribution to operator
Reexamination Certificate
2011-02-01
2011-02-01
Tieu, Binh K (Department: 2614)
Telephonic communications
Centralized switching system
Call distribution to operator
C379S114130, C379S122000, C379S126000, C379S266070, C705S014100, C705S014400, C705S014410
Reexamination Certificate
active
07881454
ABSTRACT:
In embodiments, the present invention is directed to methods of handling calls received from customers. In one embodiment, the method includes receiving a call from a customer who called a promotional telephone number. The phone call is connected to an IVR system. The IVR system maintains a set of rules for handling calls. The method further includes creating a call detail record, which includes a unique identifier, a source telephone number, and the promotional telephone number. A customized greeting is then played to the customer based on the promotional telephone number the customer dialed. Based on the rules for handling calls, the call is redirected from the IVR system to an agent along with transmitting and displaying the call detail record to the agent.
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Myong Intae
Radzicki James
Sharpe Bruce
Truong Henry
Tuchman Kenneth D.
Gradisar Stanley J.
Stanley J. Gradisar Attorney At Law, LLC
Teletech Holdings, Inc.
Tieu Binh K
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