Customer service electronic form generating system

• US 5,774,887 A
• Filed: 11/18/1992
• Issued: 06/30/1998
• Est. Priority Date: 11/18/1992
• Status: Expired due to Term

• Current Assignee: Qwest Communications International Incorporated (Lumen Technologies, Inc.)
• Original Assignee: U.S. West Advanced Technologies, Inc.
• Inventors: Wolff, Alan Scott, Brunner, Hans
• Primary Examiner(s): Black, Thomas G.
• Assistant Examiner(s): Von Buhr, Maria N.
• Application Number:
  US07/977,982
• Time in Patent Office: 2,050 Days
• Field of Search: 364/DIG. 1, 364/DIG. 2, 395/145, 395/146, 395/148, 395/149, 395/600, 395/612, 395/604, 395/615, 395/761, 395/762, 395/764, 395/765-769, 395/613, 707/1, 707/4, 707/100-102, 707/104, 707/500, 707/501, 707/503-508
• US Class Current: 1/1
• CPC Class Codes: G06Q 99/00 Subject matter not provided for in other groups of this subclass

Abstract

An apparatus for producing a series of electronic forms that are related to completing a task. The apparatus includes a computer system in which one or more databases are stored. The computer system displays a list of tasks that can be selected by a customer service representative. Each task has associated with it a series of forms that must be completed. Each form includes a plurality of fields, each of which has an associated database. A code segment associated with each field processes data as it is entered into the field and stores the data in the field'"'"'s associated database. The system also provides a task map indicating the forms that must be completed to finish a given task, as well as the forms that have already been completed.

Claims

1. A method of integrating an electronic customer service call-related data entry form on a computer system with a data storage system comprising at least first and second data bases, said computer system comprising a display screen, said method comprising the steps of:

determining a plurality of fields for said electronic form to be associated with at least one predetermined customer service call, each said field corresponding with a predetermined category of data;

defining each said field by a field structure, said field structure directing a selective transfer of data entered into said field to a database destination associated with said field;

displaying said plurality of fields on said display screen;

entering data into at least one of said fields, including entering data into a first of said fields; and

transferring said data from said at least one field into at least one data base, said transferring step further comprising the step of transferring said data from said first field into each of said first and second data bases by said field structure of said first field.

2. The method of claim 1, wherein said entering step comprises entering data into a second of said fields associated with at least said second data base, said method further comprising the step of searching said second data base to determine if said data from said second field is in said second data base, said searching step being performed before said transferring step associated with said second field.

3. The method of claim 2, further comprising the step of performing said transferring data associated with said second field step only if said data from said second field is determined to be absent from said second data base by said searching step.

4. The method of claim 1, wherein said entering step further comprises transferring data from at least one of said first and second data bases into a second of said fields, said displaying step comprising displaying said data in said second field.

5. The method of claim 1, wherein a first format is required for data input into said first data base and a second format is required for data input into said second data base, said first and second formats being different, said transferring step further comprising the steps of providing said data in said first field in said first format to said first data base and providing said data in said first field in said second format to said second data base.

6. The method of claim 1, further comprising the step of displaying at least one additional field after said entering data step for at least one of said fields.

7. The method of claim 1, further comprising the step of indicating an order for said entering step.

8. The method of claim 7, wherein said indicating step comprises sequentially highlighting one of said fields for which said entering step is to be performed.

9. The method of claim 1, further comprising the steps of determining if data has been entered into a second of said fields and repeating said entering step for said second field until data has been entered into said second field.

10. A method, as claimed in claim 1, further comprising the steps of:

displaying a plurality of customer service call tasks on a display screen;

selecting one of said tasks; and

generating a series of customer service call-related data entry forms from said selecting step, said electronic customer service call-related data entry form comprising one of said series of forms.

11. A method, as claimed in claim 1, wherein:

said field structure comprises first, second, and third parts, said first part identifying a type of data for said field, said second part identifying a database destination for data entered into said field, and said third part providing computer code for transferring said data entered into said field to said database destination.

12. A method, as claimed in claim 11, wherein:

said field structure of each said field further comprises a fourth part, said fourth part identifying a type of object associated with said field.

13. A methods, for producing electronic customer service call-related data entry forms on a computer system comprising a display screen, said method comprising the steps of:

displaying a plurality of customer service call tasks on a display screen;

selecting one of said customer service call tasks;

generating a series of electronic customer service call-related data entry forms from said selecting step comprising a plurality of forms, each said form comprising a plurality of fields for containing a predetermined category of data, wherein for each said form within said series the associated fields are displayed;

defining each said field by a field structure, said field structure directing a selective transfer of data entered into said field to a database destination associated with said field; and

entering data into each of said fields for each said form in said series, wherein at least a portion of said entering step is in response to information provided by a customer requesting said customer service call task; and

transferring data from a first of said fields to first and second data bases by said field structure of said first field.

14. A method, as claimed in claim 13, wherein said transferring step comprises conforming said data from said first field to a data format requirement for each of said first and second data bases, said data format requirements for said first and second data bases being different.

15. A method, as claimed in claim 13, wherein:

said field structure comprises first, second, and third parts, said first part identifying a type of data for said field, said second part identifying a database destination for data entered into said field, and said third part providing computer code for transferring said data entered into said field to said database destination.

16. A method, as claimed in claim 15, wherein:

said field structure of each said field further comprises a fourth part, said fourth part identifying a type of object associated with said field.

17. A method for producing an electronic customer service call-related data entry form on a computer system, said form comprising a plurality of fields each corresponding with a predetermined category of customer service call-related information and said computer system comprising a display screen, a manual data entry device, and at least a first data base and a second data base, wherein a first format is required for data input into said first data base and a second format is required for data input into said second data base, said first and second formats being different, said method comprising the steps of:

defining each said field by a field structure, said field structure directing a selective transfer of data entered into said field to a database destination associated with said field;

displaying said plurality of fields on said display screen;

entering data into at least one of said fields in accordance with said predetermined category of customer service call-related information associated with said at least one field, said entering step comprising transferring data from said first data base to a first of said fields and using said manual data entry device for a second of said fields; and

transferring said data from at least one of said plurality of fields into at least one data base, said transferring step further comprising the steps of providing said data from at least a third of said fields at least to said first data base in said first format and to said second data base in said second format by said field structure of said third field.

18. A method, as claimed in claim 17, further comprising the step of displaying at least one additional field after said entering data step for at least one of said fields.

19. A method, as claimed in claim 17, further comprising the step of indicating an order for said entering step.

20. A method, as claimed in claim 19, wherein said indicating step comprises sequentially highlighting one of said fields for which said entering step is to be performed.

21. A method, as claimed in claim 17, further comprising the steps of determining if data has been entered into a second of said field and repeating said entering step for said second field until data has been entered into said second field.

22. A method, as claimed in claim 17, further comprising the steps of:

displaying a plurality of customer service call tasks on a display screen;

selecting one of said tasks; and

generating a series of data entry forms from said selecting step, said electronic customer service call-related data entry form comprising one of said series.

23. A method, as claimed in claim 17, wherein:

said field structure comprises first, second, and third parts, said first part identifying a type of data for said field, said second part identifying a database destination for data entered into said field, and said third part providing computer code for transferring said data entered into said said field to said database destination.

24. A method, as claimed in claim 23, wherein:

said field structure further comprises providing a fourth part, said fourth part identifying a type of object associated with said field.