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US 2003/0169869 A1Published application
Communication arrangement
AssigneeTelemedia Group Pty Ltd
InventorDavid Frew Bonnin
Life of this patent
Estimating the term…
Abstract
A method for surveying and changing telephony response systems which includes using a supplementary services provider adapted to handle a very much smaller number of calls than a main telephone network and which can therefore be readily modified from time to time in order to firstly improve any market survey approach or questions but as well, test suggested modifications in a response method or approach. Further there is disclosed a prompt call back system to assist in direct user feedback.
Claims19
A method for monitoring contact made by a person using a telephony system to contact a service provider including the steps of:
- controlling with a contact control means the selection of a contact;
- receiving a selected contact at said contact control system that provides a means to monitor the contact by a human operator;
- and
- provides further means controllable by that human operator or automatically by said contact control system to direct said selected contact, to a selected contact entry point in the service provider's contact handling system or an alternative contact handling system;
- and/or out of said service provider's contact handling system or an alternative contact handling system, into either system, or terminating said contact;
- and, providing the capability for said human operator to monitor the interactions of both sides of the contact including at least the person's contact activities and one or more of the activities of the service provider's contact handling system or an alternative contact handling system and recording said interactions.
3 more elements
Dependencies are inferred from the claim text.