Telephonic communications – Centralized switching system – Call distribution to operator
Reexamination Certificate
2005-02-15
2005-02-15
Bui, Bing Q. (Department: 2642)
Telephonic communications
Centralized switching system
Call distribution to operator
C379S093120, C379S265020, C379S265090, C705S026640
Reexamination Certificate
active
06856679
ABSTRACT:
A disclosed method provides automated scripting to guide a customer service representative (CSR) in handling a call from a customer. Operations within the method may include displaying products and two or more purpose classifications for selection by the CSR. The purpose classifications may include (a) an add classification for customer requests to add a new product to an account and (b) a remove classification for customer requests to remove an existing product from the account. A page generator may receive input from the CSR selecting one of the purpose classifications and one of the products as pertinent to the call. In response, the page generator may automatically displaying a customized page with scripted text for the CSR to read to the customer. The scripted text may correspond specifically both to the selected purpose classification and to the selected product.
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Griffitt Mary K.
Guerrero Krisinda A.
Joseph Kurt M.
Oldenburg Melissa L.
Pennington, Jr. Stanford E.
Baker & Botts L.L.P.
Bui Bing Q.
SBC Services Inc.
SBC Technology Resources Inc.
Southwestern Bell Telephone Company
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