METHOD AND SYSTEM FOR PROVIDING SECRETARY SERVICES THROUGH A COMMUNICATIONS INFRASTRUCTURE

• US 20090060162A1
• Filed: 01/17/2008
• Published: 03/05/2009
• Est. Priority Date: 09/05/2007
• Status: Abandoned Application

• Current Assignee: Drishti-Soft Solutions Pvt Ltd. (Exotel Techcom Pvt. Ltd.)
• Original Assignee: Drishti-Soft Solutions Pvt Ltd. (Exotel Techcom Pvt. Ltd.)
• Inventors: Lachhiramka, Bishal Kumar
• Application Number:
  US12/015,563
• Publication Number:
  US 20090060162A1
• Time in Patent Office: Days
• US Class Current: 379/214.10
• CPC Class Codes: H04M 3/527 Centralised call answering arrangements not requiring operator intervention

Abstract

A method and a system for providing secretarial services through an intelligent system, which is composed of computers and human operators, in conjunction with a communication infrastructure. The system provides call-handling service to a user as a value added service where an incoming call can be routed to various destinations based on the caller specific preferences set by the user.

Claims

1. A system for handling an incoming communication signal to a user from a caller, the incoming communication signal being delivered through a communication infrastructure, the communication infrastructure being integrated with the system and a contact center, the system comprising:

(a) means for identifying the user, based on unique user identification information in the incoming communication signal;

(b) means for identifying the caller, based on unique caller identification information in the incoming communication signal;

(c) a database, the database for storing caller specific message handling preferences for the user; and

,

(d) means for routing the incoming communication signal to a destination, based on the retrieved caller specific message handling preferences, the destination being selected from an automated response system, an external agent, the user and the contact center.

2. The system as recited in claim 1 wherein the communication infrastructure is a telecommunication service provider network.

3. The system as recited in claim 1 wherein the communication signal is a telephone call.

4. The system as recited in claim 2 wherein the user is a subscriber of the telecommunication service provider network.

5. The system as recited in claim 1, further comprising means for retrieving the caller specific message handling preferences from the database.

6. The system as recited in claim 1 wherein the contact center further comprises at least one human operator.

7. The system as recited in claim 1, further comprising means for configuring the message handling preferences.

8. The system as recited in claim 1 wherein the automated response system is capable of responding with signal like a busy tone.

9. A system for providing secretarial services to a user, the user being capable of sending and receiving communication signal through a communication infrastructure, the communication infrastructure being integrated with the system and a contact center, the contact center comprising at least one human operator, the system comprising:

(a) a database, the database storing user data;

(b) means for retrieving user data from the database;

(c) an automated system for providing secretarial services to the user; and

,

(d) means for establishing communication through the communication infrastructure between the user and a human operator in the contact center, wherein the human operator is capable of providing secretarial services to the user based on the user data.

10. The system as recited in claim 9, database further comprising means for storing user data into the database.

11. The system as recited in claim 9, database further comprising means for updating user data in the database.

12. The system as recited in claim 9, wherein the communication infrastructure is a telecommunication service provider network.

13. The system as recited in claim 9, wherein the communication signal is a telephone call.

14. The system as recited in claim 9, wherein the communication signal is a short message service message.

15. The system as recited in claim 9, wherein the communication signal is an email.

16. The system as recited in claim 9, wherein the user data comprise user'"'"'s presence information, user'"'"'s contact list information, user'"'"'s calendar information, and user'"'"'s preference information.

17. The system as recited in claim 9, further comprising a mobile application for generating secretarial service request messages.

18. A computer implemented method for handling an incoming communication signal to a user from a caller, the incoming communication signal being delivered through a communication infrastructure, the communication infrastructure being integrated with a contact center, the method comprising:

(a) identifying the user, based on unique user identification information in the incoming communication signal;

(b) identifying the caller, based on unique caller identification information in the incoming communication signal;

(c) retrieving caller specific message handling preferences for the user from a database; and

,

(d) routing the incoming communication signal to a destination, based on the retrieved caller specific message handling preferences, the destination being selected from an automated response system, an external agent, the user and the contact center.

19. The method as recited in claim 18, further comprising answering the incoming communication signal by a human operator.

20. The method as recited in claim 18, wherein the communication infrastructure is a telecommunication service provider network.

21. The method as recited in claim 18, further comprising configuring the call handling preferences.

22. A computer implemented method for providing secretarial services to a user, the user being capable of sending request messages for secretarial services through a communication infrastructure, the communication infrastructure being integrated with the system and a contact center, the contact center comprising at least one human operator, the method comprising:

(a) receiving a request message for a secretarial service from the user;

(b) identifying the user, based on unique user identification information in the request message;

(c) storing user data into a database;

(d) retrieving user data from the database; and

,

(e) routing the request message to the contact center, wherein the human operator in the contact center is capable of servicing the request message.

23. A computer program product for use with a computer, the computer program product comprising a computer usable medium having a computer readable program code embodied therein for handling an incoming communication signal to a user from a caller, the incoming communication signal being delivered through a communication infrastructure, the communication infrastructure being integrated with a contact center, the computer program code performing:

(a) identifying the user, based on unique user identification information in the incoming communication signal;

(b) identifying the caller, based on unique caller identification information in the incoming communication signal;

(c) retrieving caller specific message handling preferences for the user from a database; and

,

(d) routing the incoming communication signal to a destination, based on the retrieved caller specific message handling preferences, the destination being selected from an automated response system, an external agent, the user and the contact center.

24. The computer program product as recited in claim 23, further performing answering the incoming communication signal by a human operator.

25. The computer program product as recited in claim 23, wherein the communication infrastructure is a telecommunication service provider network.