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Methods, systems, and computer program products for rule-based direction of customer service calls

  • US 20080118052A1
  • Filed: 11/17/2006
  • Published: 05/22/2008
  • Est. Priority Date: 11/17/2006
  • Status: Active Grant
First Claim
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1. A method for directing customer service calls based upon one or more rules incorporating customer information, network status information, service status information, or various combinations thereof, the method comprising:

  • receiving an incoming service call and a customer identifier for the incoming service call;

    obtaining customer information using the customer identifier;

    obtaining network status information or service status information or both;

    retrieving one or more rules;

    applying the one or more retrieved rules to at least one of the obtained network status information or the obtained service status information to automatically direct the incoming service call to a help desk agent selected from a plurality of help desk agents.

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