System and method of determining call treatment of repeat calls

Details System and method of determining call treatment of repeat calls System and method of determining call treatment of repeat calls

2005-05-13

2009-12-22

Gauthier, Gerald (Department: 2614)

Telephonic communications

Centralized switching system

Call distribution to operator

C340S506000, C370S356000, C379S088180, C379S202010, C702S179000, C704S270100, C705S039000, C705S044000, C717S143000

Reexamination Certificate

active

07636432

ABSTRACT:
A method and system of handling a call received at a call center is disclosed. The method includes determining that the call is a repeat call, determining whether the repeat call is to receive a first treatment type and servicing the repeat call with the first treatment type when the repeat call is determined to receive the first treatment type. The system includes an automated call processing system, a first computer readable memory including a repeat caller definition table, a second computer readable memory including a repeat caller action-object table, and a third computer readable memory including a special treatment resolution table. The automated call processing system has access to the repeat call definition table to identify a repeat call request and has access to the action-object table and the special treatment resolution table to determine whether the identified repeat call is to receive a first treatment type.

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