Method for providing customer treatment based on specified rules in conjunction with network source address of a request originator
First Claim
1. A method of processing an incoming communication received over a computer network, the method comprising the steps of:
- determining at least a portion of a network source address associated with an originator of the communication; and
selecting a particular type of treatment for the communication based at least in part on the determined portion of the source address;
wherein the determined portion of the source address is utilized in conjunction with one or more specified rules to control the activation of a live agent support icon presentable to the originator of the communication via a web page, the live agent support icon thereby being controllable between an activated state, in which the live agent support icon is presented to the originator via the web page, and an inactivated state, in which the live agent support icon is not presented to the originator via the web page, based at least in part on the determined portion of the source address.
19 Assignments
0 Petitions
Accused Products
Abstract
A call center or other processing system receives an incoming communication over a computer network, determines at least a portion of a network source address of the originator, and utilizes information from the source address to select a particular type of treatment for the communication. The computer network may be an Internet Protocol (IP) network and the network source address may be an IP source address. The communication may be a service request delivered from the originator to a call center over the Internet. The source address may be processed to determine, e.g., a particular individual corresponding to the originator, or a company name, company size, Internet service provider, geographic region, or other characteristic associated with the originator. This information is then used to determine how the communication will be handled, e.g., provided with service within a designated time, handled by an agent having particular skills, etc. The source address may also be used to control subsequent activation of live agent support icons presented via a web page. Advantageously, the invention allows more efficient handling of communications received over the Internet by allowing a call center to provide appropriate customer treatment for such communications.
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Citations
15 Claims
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1. A method of processing an incoming communication received over a computer network, the method comprising the steps of:
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determining at least a portion of a network source address associated with an originator of the communication; and
selecting a particular type of treatment for the communication based at least in part on the determined portion of the source address;
wherein the determined portion of the source address is utilized in conjunction with one or more specified rules to control the activation of a live agent support icon presentable to the originator of the communication via a web page, the live agent support icon thereby being controllable between an activated state, in which the live agent support icon is presented to the originator via the web page, and an inactivated state, in which the live agent support icon is not presented to the originator via the web page, based at least in part on the determined portion of the source address. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 11)
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10. A method of processing an incoming communication received over a computer network, the method comprising the steps of:
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determining at least a portion of a network source address associated with an originator of the communication; and
selecting a particular type of treatment for the communication based at least in part on the determined portion of the source address;
wherein the determining and selecting steps are configured so as to provide at least one of the following functions;
(i) the network source address is used to determine whether the communication is an internally-originated or an externally-originated communication relative to an enterprise associated with a call center, and the selection of a treatment for the communication is based at least in part on the internally-originated or externally-originated status of the communication;
(ii) the network source address is used to determine at least one of a size and a name of a company associated with the originator, and the selection of a treatment for the communication is based at least in part on the at least one of the company size and company name;
(iii) the network source address is used to determine an Internet service provider associated with the originator, and the selection of a treatment for the communication is based at least in part on the determined Internet service provider;
(iv) the network source address is used to determine a geographic region associated with the originator, and the selection of a treatment for the communication is based at least in part on the determined geographic region; and
(v) the network source address is used to determine whether the communication is a business-to-business or a home-to-business communication, and the selection of a treatment for the communication is based at least in part on the business-to-business or home-to-business status of the communication.
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12. An apparatus for processing an incoming communication received over a computer network, the apparatus comprising:
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at least one processor-based device operative;
(i) to determine at least a portion of a network source address associated with an originator of the communication; and
(ii) to select a particular type of treatment for the communication based at least in part on the determined portion of the source address;
wherein the determined portion of the source address is utilized in conjunction with one or more specified rules to control the activation of a live agent support icon presentable to the originator of the communication via a web page, the live agent support icon thereby being controllable between an activated state, in which the live agent support icon is presented to the originator via the web page, and an inactivated state, in which the live agent support icon is not presented to the originator via the web page, based at least in part on the determined portion of the source address. - View Dependent Claims (13, 14)
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15. A machine-readable medium storing one or more programs for use in processing an incoming communication received over a computer network, wherein the one or more programs when executed by a processor implement the steps of:
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determining at least a portion of a network source address associated with an originator of the communication; and
selecting a particular type of treatment for the communication based at least in part on the determined portion of the source address;
wherein the determined portion of the source address is utilized in conjunction with one or more specified rules to control the activation of a live agent support icon presentable to the originator of the communication via a web page, the live agent support icon thereby being controllable between an activated state, in which the live agent support icon is presented to the originator via the web page, and an inactivated state, in which the live agent support icon is not presented to the originator via the web page, based at least in part on the determined portion of the source address.
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Specification