System and method for tracking alerts

Details System and method for tracking alerts System and method for tracking alerts

2006-05-18

2010-12-28

Addy, Thjuan K (Department: 2614)

Telephonic communications

Centralized switching system

Call distribution to operator

C379S215010, C379S265010, C379S265030, C379S266060

Reexamination Certificate

active

07860233

ABSTRACT:
A method and apparatus for generating alerts which prompt a customer representative to initiate communications with a customer relative to the alert. Further provided is a tracking template which is provided to the customer representative, whereby the customer representative can easily provide an input through the tracking template which quickly identifies an action status relative to a given alert. A plurality of different types of alerts can be generated, and these different alerts can be given different priority levels corresponding to different levels of escalation within a management structure for an organization.

REFERENCES:
patent: 6712702 (2004-03-01), Goldberg et al.
patent: 7613281 (2009-11-01), Singhai et al.
patent: 2003/0033179 (2003-02-01), Katz et al.
patent: 2004/0064368 (2004-04-01), Koser et al.
patent: 2005/0150951 (2005-07-01), Sacco et al.
patent: 2007/0136303 (2007-06-01), Singhai et al.

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