×

Arrangement for relating contacts to a context

  • US 20030126180A1
  • Filed: 01/03/2002
  • Published: 07/03/2003
  • Est. Priority Date: 01/03/2002
  • Status: Abandoned Application
First Claim
Patent Images

1. A method comprising:

  • in response to each instance of communication between a contact center and a customer of the contact center regarding at least one matter, creating for that instance in a storage medium a contact record including information about the at least one matter;

    further in response to each said instance, determining whether an individual said matter is a matter of an existing communication comprising at least one prior communication instance between the customer and the contact center;

    in response to determining that the individual matter of the instance is not a matter of any said existing communication, creating for that communication in the storage medium a communication record corresponding to the individual matter of the customer and including information about said individual matter, and linking the contact record with the communication record; and

    in response to determining that the individual matter of the instance is a matter of a said existing communication, linking the contact record with the communication record.

View all claims
  • 14 Assignments
Timeline View
Assignment View
    ×
    ×