Call Center Direct Access

• US 20150358466A1
• Filed: 10/23/2012
• Published: 12/10/2015
• Est. Priority Date: 10/23/2012
• Status: Abandoned Application

• Current Assignee: Thomson Licensing (Vantiva SA)
• Original Assignee: Thomson Licensing (Vantiva SA)
• Inventors: XU, Jun, ZHANG, Zhigang, ZHANG, Yangfeng
• Application Number:
  US14/435,612
• Publication Number:
  US 20150358466A1
• Time in Patent Office: Days
• US Class Current: 1/1
• CPC Class Codes: H04M 1/72484 wherein functions are triggered by incoming communication events
• CPC Class Codes: H04M 2203/252 where a voice mode is enhanced with visual information
• 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 3/5175 Call or contact centers supervision arrangements
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements
• CPC Class Codes: H04W 76/10 Connection setup

Abstract

A map processor residing on a mobile device displays a call center hierarchy map based, in part, on a dialed call center number. User interactions with the map are then processed by the map processor to determine a desired call center connection. This information is used by the map processor to establish a direct connection with the desired node of the call center hierarchy map. In other instances, the mobile device interacts with a call center exchange, hierarchy map server, statistical server and a call center direct line to facilitate in providing a call center hierarchy map and a direct connection.

Claims

1. A system that provides call center information, comprising:

a map processor residing in a mobile device that receives a call center hierarchy map, displays the call center hierarchy map on the mobile device and accepts user input to establish a direct communications link with a call center.

2. The system of claim 1, wherein the map processor receives a dialed call center number at the time of dialing and subsequently monitors a communication means of the mobile device for a call center hierarchy map.

3. The system of claim 1, wherein the map processor receives a call center hierarchy map with frequently contacted numbers shown at higher levels as the dialing frequency of the contacted numbers increases.

4. The system of claim 1, wherein the map processor displays a usage message in proximity of a leaf node of the call center hierarchy map.

5. The system of claim 1, wherein the map processor monitors a communication means of the mobile device for a call center hierarchy map.

6. The system of claim 1, wherein the map processor interacts with at least one of an interface of the mobile device and a display of the mobile device to accept user input regarding a selected call center connection.

7. The system of claim 6, wherein the map processor receives the call center hierarchy map from at least one of a call center exchange and a hierarchy map server.

8. The system of claim 1, wherein the map processor receives a call center hierarchy map from at least one of a Wide Area Network communication connection of the mobile device and a cellular communication connection of the mobile device.

9. A method for providing call center information, comprising:

receiving, on a mobile device, a call center hierarchy map associated with a dialed call center number;

displaying the call center hierarchy map interactively on the mobile device;

receiving a user selection from the interactive call center hierarchy map; and

transmitting a request for a call center connection associated with the user selection.

10. The method of claim 9 further comprising:

receiving the call center hierarchy map over a communication means of the mobile device.

11. The method of claim 10 wherein the communication means comprising at least one of a Wide Area Network communication connection and a cellular communication connection.

12. The method of claim 9 further comprising:

displaying a usage message in proximity of a leaf node of the call center hierarchy map.

13. The method of claim 9 further comprising:

generating a call center hierarchy map with frequently contacted numbers shown at higher levels as the dialing frequency of the contacted numbers increases.

14. The method of claim 9 further comprising:

displaying the call center hierarchy map with nodes representing direct connections that are selectable by a user.

15. The method of claim 9 further comprising:

transforming the received call center hierarchy map to fit a display associated with the mobile device.

16. The method of claim 9 further comprising:

communicating between the mobile device and at least one of a call center exchange, a hierarchy map server, a statistical server and a call center direct line to generate the call center hierarchy map and establish the call center connection associated with the user selection.

17. A system that establishes call center direct connections, comprising:

means for receiving, on a mobile device, a call center hierarchy map associated with a dialed call center number;

means for displaying the call center hierarchy map interactively on the mobile device;

means for receiving a user selection from the interactive call center hierarchy map; and

means for transmitting a request for a call center connection associated with the user selection.

18. The system of claim 17 further comprising:

a means for receiving the call center hierarchy map over at least one type of communication means of the mobile device.