Carrier-implemented call event data management
First Claim
1. A method implemented on an information handling system for managing call event data for caller-to-agent-by-carrier calls comprising:
- providing a customer information database with a plurality of customer data records wherein each customer data record comprises a plurality of caller facts, the plurality of caller facts comprising a caller identity and a customer phone number;
allowing a caller to establish a first telephonic connection to a carrier wherein the caller initiates the first telephonic connection to a destination phone number from a telephonic device, the telephonic device having a caller phone number associated with the telephonic device;
playing a preselected audio recording to the caller over the first telephonic connection;
determining the caller phone number with a caller identification device;
selecting a customer data record that has a customer phone number corresponding to the caller phone number from the customer information database;
storing a call occurrence in the customer data record of the customer information database;
establishing a second telephonic connection to an agent;
establishing a computer network connection between the carrier and the agent;
sending one or more of the caller facts to the agent via the computer network connection;
allowing the first telephone connection to be in voice communication with the second telephonic connection so as to establish a telephonic connection between the caller and the agent, the telephonic connection having a call duration; and
populating the customer data record with additional caller facts wherein each of the additional caller facts corresponds to one or more call events.
3 Assignments
0 Petitions
Accused Products
Abstract
Methods and systems implemented in an information handling system are provided for managing call event data between agents and callers for calls completed through a carrier. Functionality provided by certain embodiments includes, but is not limited to, one or more of the following features: the ability to automatically update customer information databases according to call event data in real-time, dual-tone multi-frequency (DTMF) activity of the caller and/or agent, do-not-call (DNC) verification and updating, agent identification, lead source and content identification, the recording of calls, the automatic translation of voice communications to textual transcripts, key word detection, communication of customer demographic data to an agent before or during phone calls, audio file management, agent call tracking, and other functions and advantages as will be apparent with the benefit of this disclosure. Methods and systems are also included for data associated with managing broadcast campaigns.
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Citations
43 Claims
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1. A method implemented on an information handling system for managing call event data for caller-to-agent-by-carrier calls comprising:
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providing a customer information database with a plurality of customer data records wherein each customer data record comprises a plurality of caller facts, the plurality of caller facts comprising a caller identity and a customer phone number; allowing a caller to establish a first telephonic connection to a carrier wherein the caller initiates the first telephonic connection to a destination phone number from a telephonic device, the telephonic device having a caller phone number associated with the telephonic device; playing a preselected audio recording to the caller over the first telephonic connection; determining the caller phone number with a caller identification device; selecting a customer data record that has a customer phone number corresponding to the caller phone number from the customer information database; storing a call occurrence in the customer data record of the customer information database; establishing a second telephonic connection to an agent; establishing a computer network connection between the carrier and the agent; sending one or more of the caller facts to the agent via the computer network connection; allowing the first telephone connection to be in voice communication with the second telephonic connection so as to establish a telephonic connection between the caller and the agent, the telephonic connection having a call duration; and populating the customer data record with additional caller facts wherein each of the additional caller facts corresponds to one or more call events. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 16, 17, 18, 19, 20, 21, 22, 23, 24)
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25. A method implemented on an information handling system for tracking agent to customers calls comprising:
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providing a customer information database with a plurality of customer data records wherein each customer data record comprises a plurality of customer facts, the plurality of customer facts comprising a customer identity and a customer phone number; providing a plurality of access codes wherein each access code is associated with one of the customer phone numbers; allowing an agent to establish a first telephonic connection with a carrier; allowing the agent to transmit a first selected access code to the carrier wherein the first selected access code is one of the plurality of access codes; selecting a first customer data record that is associated with the first selected access code of one of the customer data records of the customer information database, the first customer data record being associated with a first customer phone number; establishing a second telephonic connection to the first customer phone number; allowing the first telephone connection to be in voice communication with the second telephonic connection; and populating the first customer data record of the customer information database with one or more call event facts related to the first customer phone number. - View Dependent Claims (26, 27, 28, 29, 30, 31, 32)
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33. A method implemented on an information handling system for communicating online user form data to an agent comprising:
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allowing a user to enter data on an online web site form; translating the data into an audio speech representation of the data; establishing a telephonic connection to the agent; and transmitting the audio speech representation of the data across the telephonic connection to the agent. - View Dependent Claims (34, 35, 36, 37)
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38. A method implemented on an information handling system for associating audio files with a broadcast campaign comprising:
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establishing a computer network connection between an agent and a carrier so as to permit the agent to view a first web page served by the carrier; allowing the agent to indicate a request to be called via a telephonic connection; establishing the telephonic connection between the agent and the carrier; recording a voice communication occurring over the telephonic connection so as to produce an audio recording; and allowing the agent to associate the audio recording with an action from a plurality of actions listed on a second web page served by the carrier to the agent wherein the plurality of actions are related to the broadcast campaign. - View Dependent Claims (39, 40, 41)
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42. A method implemented on an information handling system for associating audio files in an audio file database comprising:
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establishing a computer network connection between an agent and a carrier so as to permit the agent to view a first web page served by the carrier; allowing the agent to indicate a request to be called via a telephonic connection; establishing the telephonic connection between the agent and the carrier; recording a voice communication occurring over the telephonic connection so as to produce an audio recording; and allowing the agent to associate the audio recording with an action from a plurality of actions listed on a second web page served by the carrier to the agent.
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43. An information handling system for managing call event data for caller-to-agent-by-carrier calls comprising:
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a carrier call server comprising a processor and a memory; wherein the carrier call server is adapted to be in communication with a plurality of telephonic connections and wherein the carrier call server is configured to receive telephonic connections from a plurality of callers; wherein the carrier call server is configured with a customer information database with a plurality of customer data records wherein each customer data record comprises a plurality of caller facts, the plurality of caller facts comprising a caller identity and a customer phone number; wherein the carrier call server is adapted to receive a first telephonic connection; wherein the carrier call server is adapted to play a preselected audio recording to the caller over the first telephonic connection; wherein the carrier call server is adapted to determine the caller phone number with a caller identification capability; wherein the carrier call server is adapted to select a customer data record that has a customer phone number corresponding to the caller phone number from the customer information database; wherein the carrier call server is adapted to store a time-date stamp in the customer data record of the customer information database; wherein the carrier call server is adapted to establish a second telephonic connection to an agent; wherein the carrier call server is adapted to establish a computer network connection between the carrier and the agent; wherein the carrier call server is adapted to sent one or more of the caller facts to the agent via the computer network connection; wherein the carrier call server is adapted to allow the first telephone connection to be in voice communication with the second telephonic connection so as to establish a telephonic connection between the caller and the agent, the telephonic connection having a call duration; and wherein the carrier call server is adapted to populate the customer data record with additional caller facts wherein each of the additional caller facts corresponds to one or more call events that occur during the call duration.
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Specification