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Call routing system and method

  • US 7,039,167 B2
  • Filed: 04/04/2002
  • Issued: 05/02/2006
  • Est. Priority Date: 04/04/2002
  • Status: Active Grant
First Claim
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1. A call routing method, the call routing method comprising:

  • identifying an account holder accessing a voice response unit, the account holder having an account;

    determining whether a transaction associated with the account was declined within a predetermined period of time, after determining the identity of the account holder, bysearching at least one memory unit for first data associated with the account indicating whether the transaction was declined and, if the transaction was declined, indicating when the transaction was declined,searching the at least one memory unit for second data indicating the predetermined period of time, if the transaction was declined, anddetermining according to the first data and the second data whether the transaction was declined within the predetermined period of time;

    determining a reason for the transaction being declined if the transaction associated with the account was determined to be declined within the predetermined period of time; and

    routing the account holder to at least one predetermined automated message provided by the voice response unit based on the reason for the transaction being declined, whereinthe at least one predetermined automated message informs the account holder of the reason for the transaction being declined.

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