Method and system for improved routing of repair calls to a...

Details Method and system for improved routing of repair calls to a... Method and system for improved routing of repair calls to a...

2002-12-06

2009-06-09

Kuntz, Curtis (Department: 2614)

Telephonic communications

Centralized switching system

Call distribution to operator

C379S166000, C379S309000, C379S221050

Reexamination Certificate

active

07545925

ABSTRACT:
A method and system are provided for improved routing of repair calls in a call center. A call routing system receives a repair call from a calling party and determines if the calling party is a first time caller or a repeat caller based on identification data associated with the calling party. If it is determined that the calling party is a first time caller, the repair call is routed to a first group of customer service assistants. If it is determined that the calling party is a repeat caller, the repair call is routed to a second group of customer service assistants. The calls may be routed based on an input entered into the system by a calling party. The input may be a voice command or a predetermined key on a telephone keypad.

REFERENCES:
patent: 5537470 (1996-07-01), Lee
patent: 5646987 (1997-07-01), Gerber et al.
patent: 5923745 (1999-07-01), Hurd
patent: 6055513 (2000-04-01), Katz et al.
patent: 6456698 (2002-09-01), Morganstein et al.
patent: 6724884 (2004-04-01), Jensen et al.

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