Real time customer service data manipulation to allow multiple services per trigger type
First Claim
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1. A communications method for providing multiple voice communication processing services to a customer, comprising:
- providing a customer with internet access to a management profile for providing multiple call processing services to the customer;
receiving customer-specified managing criteria for the multiple voice communication processing services;
manipulating the management profile for the customer in substantially real time according to the customer-specified managing criteria that is received;
receiving a query message generated in response to a voice communication situation, the query message identifying the customer; and
providing at least two call processing services to the identified customer according to the customer-specified managing criteria of the management profile in response to the query message.
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Abstract
A system for providing multiple call processing services to a customer includes a first call processor configured to provide a first call processing service; a second call processor configured to provide a second call processing service; and a feature manager in communication with the first and second call processors, the feature manager being configured to receive a query message generated in response to a trigger associated with a telephone call and to direct the first and second call processors to provide the first and second call processing services.
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Citations
20 Claims
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1. A communications method for providing multiple voice communication processing services to a customer, comprising:
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providing a customer with internet access to a management profile for providing multiple call processing services to the customer; receiving customer-specified managing criteria for the multiple voice communication processing services; manipulating the management profile for the customer in substantially real time according to the customer-specified managing criteria that is received; receiving a query message generated in response to a voice communication situation, the query message identifying the customer; and providing at least two call processing services to the identified customer according to the customer-specified managing criteria of the management profile in response to the query message. - View Dependent Claims (2, 3, 4, 5)
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6. A system for providing multiple voice communication processing services to a customer, comprising:
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a database containing management profiles defining voice communication processing services for one or more customers; a feature processor that receives customer-specified managing criteria for the multiple voice communication processing services, the feature processor being configured to; manipulate a management profile of the database for the customer in substantially real time according to the customer-specified managing criteria that is received; receive a query message generated in response to a voice communication situation, the query message identifying the customer; and provide a call processing service to the identified customer according to the customer-specified managing criteria, and a plurality of service processors in communication with the feature processor and each service processor of the plurality providing a different call processing service to the identified customer for the voice communication situation according to the customer specified managing criteria of the management profile. - View Dependent Claims (7, 8, 9, 10)
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11. A computer readable medium having instructions that when executed by a computer perform acts comprising:
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providing a customer with internet access to a management profile for managing multiple call processing services; manipulating the management profile for the customer in substantially real time according to a customer-specified managing criteria that is received from the customer; receiving a query message generated in response to a voice communication situation, the query message identifying the customer; accessing the management profile of the customer in response to the query message; and generating an instruction to activate at least one of the multiple voice communication processing services for the voice communication situation in accordance with the management profile. - View Dependent Claims (12, 13, 14, 15, 16, 17, 18, 19, 20)
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Specification