System and method of automated order status retrieval

• US 20070025542A1
• Filed: 07/01/2005
• Published: 02/01/2007
• Est. Priority Date: 07/01/2005
• Status: Active Grant

• Current Assignee: AT&T Intellectual Property I LP (AT&T, Inc.)
• Original Assignee: Sbc Knowledge Ventures, L.P.
• Inventors: Bushey, Robert
• Granted Patent: US 8,503,641 B2
• Time in Patent Office: Days
• US Class Current: 379/265.20
• CPC Class Codes: H04M 2203/2011 Service processing based on information specified by a party before or during a call, e.g. information, tone or routing selection
• CPC Class Codes: H04M 3/51 Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing
• CPC Class Codes: H04M 3/5166 in combination with interactive voice response systems or voice portals, e.g. as front-ends
• CPC Class Codes: H04M 3/523 with call distribution or queueing
• CPC Class Codes: H04M 3/5235 Dependent on call type or called number [DNIS]

Abstract

A method of managing telephone calls is disclosed and includes receiving a telephone call from a caller, prompting the caller to provide a reason for the telephone call, and transferring the telephone call to an automated enterprise check order status system when check order status is indicated as the reason for the telephone call. Additionally, the method includes prompting the caller for an order identifier. The order identifier can be a telephone number, an account number, or an order number. The method also includes receiving the order identifier. The order identifier can be received via a series of touch tones and the order identifier is associated with a previously order telephone service.

Claims

1. A method of managing telephone calls, the method comprising:

receiving a telephone call from a caller;

prompting the caller to provide a reason for the telephone call; and

transferring the telephone call to an automated enterprise check order status system when check order status is indicated as the reason for the telephone call.

2. The method of claim 1, further comprising prompting the caller for an order identifier.

3. The method of claim 2, wherein the order identifier is a telephone number, an account number, or an order number.

4. The method of claim 3, further comprising receiving the order identifier.

5. The method of claim 4, wherein the order identifier is received via a series of touch tones and the order identifier is associated with a previously order telephone service.

6. The method of claim 5, further comprising verifying the order identifier.

7. The method of claim 6, further comprising determining whether an order status associated with the order identifier is available.

8. The method of claim 7, further comprising retrieving the order status from a database.

9. The method of claim 8, further comprising providing the order status to the caller.

10. The method of claim 1, further comprising transferring the telephone call to a customer service agent when check order status is not indicated as the reason for the call.

11. The method of claim 6, further comprising transferring the telephone call to a customer service agent when the order identifier is incorrect.

12. The method of claim 7, further comprising transferring the telephone call to a customer service agent when the order status is unavailable.

13. A call management system, comprising:

an automated call router; and

a check order status module coupled to the automated call router;

wherein the automated call router comprises;

a processor;

a memory accessible to the processor; and

a computer program embedded within the memory, the computer program comprising;

instructions to prompt a caller to identify a reason for a call; and

instructions to transfer the call to the check order status module when check order status is indicated.

14. The system of claim 13, wherein the check order status module comprises:

a processor;

a memory accessible to the processor; and

a computer program embedded within the memory, the computer program comprising;

instructions to prompt the caller for an order identifier, wherein the order identifier is a telephone number, an account number, or an order number.

15. The system of claim 14, wherein the computer program within the check order status module further comprises instructions to receive the order identifier via a series of touch tones.

16. The system of claim 15, wherein the computer program within the check order status module further comprises instructions to validate the order identifier.

17. The system of claim 16, wherein the computer program within the check order status module further comprises instructions to locate an order status associated with the order identifier.

18. The system of claim 17, wherein the computer program within the check order status module further comprises instructions to provide the order status to the caller.

19. A touch-tone enterprise check order status module, comprising:

a processor;

a memory accessible to the processor; and

a computer program embedded within the memory, the computer program comprising;

instructions to prompt a caller for an order identifier, wherein the order identifier is a telephone number, an account number, or an order number;

instructions to receive the order identifier via a series of touch tones; and

instructions to locate an order status associated with the order identifier.

20. The module of claim 19, wherein the computer program further comprises instructions to validate the order identifier.

21. The module of claim 19, wherein the computer program further comprises instructions to provide the order status to the caller.

22. The module of claim 19, wherein the order status is associated with a previously ordered telecommunication service.