Caller information system
First Claim
1. A system for managing telephone calls, comprising:
- a database configured to store caller information;
a system server in communication with said database, wherein said system server is configured to;
receive information extracted from an incoming telephone call, and cross-reference said extracted information with said caller information of said database to obtain cross-referenced caller information; and
a client workstation in communication with said system server, wherein said client workstation is configured to;
receive said cross-referenced information from said system server, display a list of incoming telephone calls, display said cross-referenced information in response in response to a user'"'"'s selection of a call in said list, receive updated caller information input by said user, and pass said updated caller information to said system server.
3 Assignments
0 Petitions
Accused Products
Abstract
A system is provided for managing telephone calls made to special service numbers. Information extracted from incoming telephone calls can be received by a system server and cross-referenced with a database to obtain cross-referenced caller information pertaining to previous customer telephone calls and/or in person customer meetings. The cross-referenced caller information can be passed to a client workstation and displayed to the user in the form of an industry-specific template formatted in accordance with the business needs of the user. The template can be automatically populated with the cross-referenced caller information. During the telephone call, the user can view and update the caller information, thereby maintaining a retrievable record of the telephone call. With regard to the multi-housing industry in particular, caller information can be displayed in the form of a guest card template and/or a service card template.
54 Citations
46 Claims
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1. A system for managing telephone calls, comprising:
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a database configured to store caller information;
a system server in communication with said database, wherein said system server is configured to;
receive information extracted from an incoming telephone call, and cross-reference said extracted information with said caller information of said database to obtain cross-referenced caller information; and
a client workstation in communication with said system server, wherein said client workstation is configured to;
receive said cross-referenced information from said system server, display a list of incoming telephone calls, display said cross-referenced information in response in response to a user'"'"'s selection of a call in said list, receive updated caller information input by said user, and pass said updated caller information to said system server. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 16, 17, 18)
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19. A method for managing telephone calls, comprising:
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viewing a list of incoming telephone calls;
selecting one of said telephone calls from said list;
answering said selected telephone call to conduct a telephone conversation;
viewing previously stored caller information pertaining to said selected telephone call during said telephone conversation;
entering additional caller information pertaining to said selected telephone call; and
saving said additional caller information. - View Dependent Claims (20, 21, 22, 23)
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24. A method for processing caller information, comprising:
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receiving cross-referenced caller information from a system server;
displaying a list of incoming telephone calls;
displaying said cross-referenced information in response to a user'"'"'s selection of a call in said list;
receiving updated caller information input by said user; and
passing said updated caller information to said system server. - View Dependent Claims (25, 26, 27, 28, 29, 30)
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31. A method for processing caller information, comprising:
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receiving information extracted from an incoming telephone call;
cross-referencing said extracted information with caller information of a database to obtain cross-referenced caller information;
sending said cross-referenced caller information to a client workstation;
receiving updated caller information from said client workstation; and
storing said updated caller information in said database. - View Dependent Claims (32, 33, 34, 35, 36)
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37. A method for displaying customer information, comprising:
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receiving customer information input by a user;
receiving cross-referenced information;
automatically populating a template with said cross-referenced information;
displaying said template to said user. - View Dependent Claims (38, 39, 40, 41, 42)
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43. A method for managing customer information, comprising:
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receiving customer information;
passing said customer information to a system server;
receiving cross-referenced information from said system server;
automatically populating a template with said cross-referenced information;
displaying said template to a user;
receiving updated caller information input by said user; and
passing said updated caller information to said system server. - View Dependent Claims (44, 45, 46)
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Specification