# US 2014/0192972 A1 · System and method of automated order status retrieval > Agents: this data is available as JSON from the patentgrep API and MCP server — see https://patentgrep.com/llms.txt - Number: US 2014/0192972 A1 - Document ID: US20140192972A1 - Status: Published application - Kind: A1 - Application number: 14/205,467 - Filed: 2014-03-12 - Published: 2014-07-10 - Earliest claimed: 2005-07-01 - Assignees: AT&T Intellectual Property I, L.P. - Applicants: AT&T Intellectual Property I, L.P. - Inventors: Robert Bushey - Web page: https://patentgrep.com/patent/US20140192972A1 ## CPC - H04M 3/5235: {Dependent on call type or called number [DNIS]} - H04M 3/51: Centralised call answering arrangements requiring operator intervention {, e.g. call or contact centers for telemarketing} - H04M 3/5166: {in combination with interactive voice response systems or voice portals, e.g. as front-ends} - H04M 3/523: with call distribution or queueing - H04M 2203/2011: Service processing based on information specified by a party before or during a call, e.g. information, tone or routing selection - H04M: TELEPHONIC COMMUNICATION (circuits for controlling other apparatus via a telephone cable and not involving telephone switching apparatus G08) ## Abstract A computer-readable storage device stores instructions that, when executed by a processor, cause the processor to perform operations including selectively transferring a call to equipment of a customer service agent based on an order status. The call is automatically transferred to the equipment of the customer service agent in response to receiving an indication that the order status is not locatable. ## Claims ### Claim 1 A computer-readable storage device storing instructions that, when executed by a processor, cause the processor to perform operations comprising selectively transferring a call to equipment of a customer service agent based on an order status, wherein the call is automatically transferred to the equipment of the customer service agent in response to receiving an indication that the order status is not locatable. ### Claim 2 (depends on 1) The computer-readable storage device of claim 1, wherein the operations further comprise receiving an indication that a reason for the call is to obtain the order status. ### Claim 3 (depends on 2) The computer-readable storage device of claim 2, wherein the operations further comprise transferring the call to an automated check order status system in response to receiving the indication that the reason for the call is to obtain the order status. ### Claim 4 (depends on 2) The computer-readable storage device of claim 2, wherein the operations further comprise receiving an order identifier, wherein the order status is associated with a pending order, and wherein the order identifier identifies the pending order. ### Claim 5 (depends on 4) The computer-readable storage device of claim 4, wherein the operations further comprise: receiving the call; prompting a caller during the call to provide the reason for the call; prompting the caller during the call for the order identifier; and providing the order status to the caller. ### Claim 6 (depends on 4) The computer-readable storage device of claim 4, further comprising determining whether the order identifier is valid in response to receiving the indication that the reason for the call is to obtain the order status. ### Claim 7 (depends on 4) The computer-readable storage device of claim 4, wherein the order identifier includes a telephone number. ### Claim 8 (depends on 4) The computer-readable storage device of claim 4, wherein the order identifier is received via a series of touch tones. ### Claim 9 (depends on 4) The computer-readable storage device of claim 4, wherein the operations further comprise selectively determining whether the order status is locatable based on the order identifier, wherein whether the order status is locatable is determined in response to a determination that the order identifier is valid and wherein determining whether the order status is locatable includes querying an order status database using the order identifier. ### Claim 10 (depends on 4) The computer-readable storage device of claim 4, wherein the operations further comprise determining that the order identifier is valid by comparing the order identifier to a plurality of valid order identifiers from an order status database and identifying a match of the order identifier to a particular one of the plurality of valid order identifiers. ### Claim 11 (depends on 4) The computer-readable storage device of claim 4, wherein the operations further comprise, in response to a determination that the order identifier is invalid, transferring the call to the equipment of the customer service agent. ### Claim 12 (depends on 4) The computer-readable storage device of claim 4, wherein the order status includes an indication of a date that the pending order is scheduled to be completed. ### Claim 13 (depends on 1) The computer-readable storage device of claim 1, wherein the operations further comprise, in response to an indication that the order status is locatable, retrieving the order status from an order status database. ### Claim 14 A system comprising: a processor; and a memory storing instructions that, when executed by the processor, cause the processor to perform operations comprising selectively transferring a call to equipment of a customer service agent based on an order status, wherein the call is automatically transferred to the equipment of the customer service agent in response to receiving an indication from a check order status module that the order status is not locatable. ### Claim 15 (depends on 14) The system of claim 14, wherein the operations further comprise, prior to selectively transferring the call to the equipment of the customer service agent, transferring the call to the check order status module in response to receiving an indication that a reason for the call is to obtain the order status of a pending order, wherein the order status includes an indication of whether the pending order is active. ### Claim 16 (depends on 15) The system of claim 15, wherein the operations further comprise: prompting a caller during the call for an order identifier identifying the pending order, wherein the order identifier includes an account number; and prompting the caller to identify the reason for the call. ### Claim 17 (depends on 16) The system of claim 16, wherein the call is received by an automated call router, wherein the automated call router is configured to: receive the order identifier via a series of touch tones; validate the order identifier; and determine whether the order status is locatable, wherein the determination is based on the order identifier. ### Claim 18 A method comprising selectively transferring a call to equipment of a customer service agent based on an order status, wherein the call is automatically transferred to the equipment of the customer service agent in response to receiving an indication that the order status is not locatable. ### Claim 19 (depends on 18) The method of claim 18, further comprising: prompting a caller during the call for an order identifier, wherein the order identifier identifies a pending order, wherein the order status is associated with the pending order; receiving the order identifier; determining whether the order identifier is valid; and in response to determining that the order identifier is valid, determining based on the order identifier whether the order status is locatable by querying an order status database using the order identifier. ### Claim 20 (depends on 19) The method of claim 19, wherein the pending order is associated with a communication service.