Method for providing customer treatment based on specified rules in conjunction with network source address of a request originator

• US 6,732,188 B1
• Filed: 12/15/1999
• Issued: 05/04/2004
• Est. Priority Date: 12/15/1999
• Status: Expired due to Term

• Current Assignee: Avaya Incorporated
• Original Assignee: Avaya Technology Corporation Miami Lakes FLA US
• Inventors: Flockhart, Andrew Derek, Taylor, John Z., Mathews, Eugene P., Foster, Robin H.
• Primary Examiner(s): Dharia, Rupal
• Assistant Examiner(s): NGUYEN, QUANG N
• Application Number:
  US09/461,903
• Time in Patent Office: 1,602 Days
• Field of Search: 709/223, 709/245, 709/246, 709/247, 709/248, 709/249
• US Class Current: 709/245
• CPC Class Codes: H04M 2203/2066 Call type detection of indication, e.g. voice or fax, mobile of fixed, PSTN or IP
• CPC Class Codes: H04M 2203/551 Call history
• CPC Class Codes: H04M 3/42059 Making use of the calling party identifier
• CPC Class Codes: H04M 3/5191 interacting with the Internet
• CPC Class Codes: H04M 3/5235 Dependent on call type or called number [DNIS]
• CPC Class Codes: H04M 7/003 Click to dial services

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.

Claims

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.

2. The method of claim 1 wherein the computer network comprises an Internet Protocol (IP) network and the network source address comprises an IP source address.

3. The method of claim 1 wherein the communication comprises a service request delivered from the originator to a call center over the computer network.

4. The method of claim 1 wherein a full network source address for the originator is determined and stored in conjunction with additional information relating to at least one of a purchase history measure, a profitability measure, a perceived value, a customer name and non-IP contact information associated with the originator.

5. The method of claim 1 wherein the network source address of the originator is determined at least in part using a database server associated with the computer network.

6. The method of claim 1 wherein the network source address of the originator is determined at least in part using a database server associated with a call center.

7. The method of claim 1 wherein the network source address determined for the originator comprises at least one of a network number and a host number.

8. The method of claim 1 wherein a netmask is applied to at least a portion of the network source address in order to extract therefrom at least one of a network number and a host number.

9. The method of claim 1 further including the step of determining which of a plurality of different classes of network source addresses includes the network source address of the originator, and wherein the treatment for the communication is determined at least in part based on the class of the network source address.

11. The method of claim 1 wherein the communication comprises an access to a web page associated with a call center.

10. 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 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.

12. An apparatus for processing an incoming communication received over a computer network, the apparatus comprising:

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.

13. The apparatus of claim 12 wherein the at least one processor-based device comprises a database server associated with the computer network.

14. The apparatus of claim 12 wherein the at least one processor-based device comprises a PBX and a database server associated with a call center.

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:

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.