Real time customer service data manipulation to allow multiple services per trigger type
AssigneeBellSouth Intellectual Property Corporation
InventorBenjamin V. Smith
Life of this patent
Estimating the term…
Abstract
A system for providing multiple call processing services to a customer includes a first call processor configured to provide a first call processing service; a second call processor configured to provide a second call processing service; and a feature manager in communication with the first and second call processors, the feature manager being configured to receive a query message generated in response to a trigger associated with a telephone call and to direct the first and second call processors to provide the first and second call processing services.
Claims20
A communications system for providing multiple call processing services to a customer, the system comprising:
- a first call processor configured to provide a first call processing service;
- a second call processor configured to provide a second call processing service;
- and
- a feature manager in communication with the first and second call processors, the feature manager being configured to receive a query message generated in response to a trigger associated with a telephone call and to direct the first and second call processors to provide the first and second call processing services, wherein
- the feature manager directs the first and second call processors according to a management profile of a customer, and
- the feature manager is configured to provide the customer with Internet access to the management profile enabling substantially real time data manipulation of the management profile by the customer.
A communications method for providing multiple call processing services to a customer, the method comprising:
- providing a customer with Internet access to a management profile for providing multiple call processing services to the customer;
- manipulating the management profile of the customer in substantially real time according to customer-specified managing criteria received through the Internet;
- receiving a query message generated in response to a trigger associated with a telephone call, the query message identifying the customer;
- accessing the management profile of the customer, the management profile including multiple call processing services currently available to the customer;
- and
- providing at least two call processing services to the identified customer according to the customer-specified managing criteria.
A computer program stored on a computer-readable medium, the computer program comprising instructions to:
- provide a customer with Internet access to a management profile for providing multiple call processing services to the customer;
- manipulate the management profile of the customer in substantially real time according to customer-specified managing criteria received through the Internet;
- receive a query message generated in response to a trigger associated with a telephone call, the query message identifying the customer;
- access the management profile of the customer, the management profile including multiple call processing services currently available to the customer;
- and
- provide at least two call processing services to the identified customer according to the customer-specified managing criteria.
A communications apparatus for providing multiple call processing services to a customer, the apparatus comprising:
- means for providing a customer with Internet access to a management profile for providing multiple call processing services to the customer;
- means for manipulating the management profile of the customer in substantially real time according to customer-specified managing criteria received through the Internet;
- means for receiving a query message generated in response to a trigger associated with a telephone call, the query message identifying the customer;
- means for accessing the management profile of the customer, the management profile including multiple call processing services currently available to the customer;
- and
- means for providing at least two call processing services to the identified customer according to the customer-specified managing criteria.
Dependencies are inferred from the claim text.