Real time customer service data manipulation to allow multiple services per trigger type

• US 20050265536A1
• Filed: 03/31/2005
• Published: 12/01/2005
• Est. Priority Date: 09/06/2002
• Status: Active Grant

• Current Assignee: Benjamin V. Smith
• Original Assignee: Benjamin V. Smith
• Inventors: Smith, Benjamin V.
• Granted Patent: US 7,079,639 B2
• Time in Patent Office: Days
• US Class Current: 379/207.20
• CPC Class Codes: H04M 2207/18 wireless networks
• CPC Class Codes: H04M 3/4217 Managing service interactions
• CPC Class Codes: H04M 3/4228 in networks
• CPC Class Codes: H04Q 3/0033 customer-controlled
• CPC Class Codes: H04Q 3/0062 Provisions for network management

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.

Claims

1-20. -20. (canceled)

21. A communications method for providing multiple voice communication processing services to a customer, comprising:

receiving customer-specified managing criteria for the multiple voice communication processing services;

manipulating a management profile for the customer in substantially real time according to the customer-specified managing criteria that is received;

receiving a query message generated in response to a voice communication situation, the query message identifying the customer;

accessing the management profile of the customer in response to the query message; and

providing at least two call processing services to the identified customer according to the customer-specified managing criteria of the management profile in response to the query message.

22. The communications method of claim 21, wherein the voice communication situation occurs on an Advanced Intelligent Network.

23. The communications method of claim 22, wherein the voice communication situation causes a trigger on the Advanced Intelligent Network that results in the query message being generated.

24. The communications method of claim 21, wherein the customer-specified managing criteria comprise a sequence for providing at least two voice communication processing features.

25. The communications method of claim 21, wherein the customer-specified managing criteria comprises a schedule for providing call processing services at mutually exclusive times.

26. A system for providing multiple voice communication processing services to a customer, comprising:

a database containing management profiles defining voice communication processing services for one or more customers;

a feature processor that receives customer-specified managing criteria for the multiple voice communication processing services, the feature processor being configured to;

manipulate a management profile of the database for the customer in substantially real time according to the customer-specified managing criteria that is received;

receive a query message generated in response to a voice communication situation, the query message identifying the customer; and

access the management profile of the customer in the database in response to the query message; and

a plurality of service processors in communication with the feature processor and each service processor of the plurality providing a different call processing service to the identified customer for the voice communication situation according to the customer-specified managing criteria of the management profile.

27. The system of claim 26, wherein the switch is a signal switching point of an Advanced Intelligent Network.

28. The system of claim 27, wherein the voice communication situation causes a trigger that results in the query message being generated.

29. The system of claim 26, wherein the customer-specified managing criteria comprise a sequence for providing at least two voice communication processing features.

30. The system of claim 26, wherein the customer-specified managing criteria comprises a schedule for providing call processing services at mutually exclusive times.

31. A computer readable medium having instructions that when executed by a computer perform acts comprising:

receiving customer-specified managing criteria for the multiple voice communication processing services;

manipulating a management profile for the customer in substantially real time according to the customer-specified managing criteria that is received;

receiving a query message generated in response to a voice communication situation, the query message identifying the customer;

accessing the management profile of the customer in response to the query message; and

generating an instruction to activate at least one of the multiple voice communication processing services for the voice communication situation in accordance with the management profile.