Method for creating and maintaining threads of phone/email/fax/SMS conversations

• US 7,539,295 B1
• Filed: 08/21/2008
• Issued: 05/26/2009
• Est. Priority Date: 08/21/2008
• Status: Expired due to Fees

• Current Assignee: International Business Machines Corporation
• Original Assignee: International Business Machines Corporation
• Inventors: Amir, Arnon, Megiddo, Nimrod
• Primary Examiner(s): Elahee; MD S
• Application Number:
  US12/195,904
• Time in Patent Office: 278 Days
• Field of Search: 379/9.03, 37926501-2661
• US Class Current: 379/265.01
• CPC Class Codes: H04L 51/234 for tracking messages
• CPC Class Codes: H04M 2201/42 Graphical user interfaces
• CPC Class Codes: H04M 2203/357 Autocues for dialog assistance
• CPC Class Codes: H04M 2203/551 Call history recording a computer conference H04L12/1831
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements

Abstract

A method for creating and maintaining threads of communications comprises accepting an electronic-communication call from a caller, determining if the caller is a new or previous caller by determining if a prior-caller user identification is contained within a call-receiving system, responsive to determining that the caller is a new caller assigning a new-caller user identification to the new caller and assigning a unique thread identification for communications related to a new issue, and responsive to determining that the caller is a known previous caller verifying a known-caller user identification and determining whether the known previous caller is calling about a new issue. Responsive to determining that the known previous caller is calling about a new issue, the method further includes assigning a unique thread identification to the new issue. Responsive to determining that the known previous caller is calling about an existing issue, the method further includes obtaining a list of previous thread identifications.

Claims

1. A method for creating and maintaining threads of electronic communications comprising:

accepting an electronic-communication call from a caller, the electronic communication call handled by a call-receiving system;

determining if the caller is a new caller or a previous caller by determining if a prior-caller user identification is contained within the call-receiving system;

responsive to determining that the caller is a new caller,

obtaining caller information and assigning a new-caller user identification to the new caller;

obtaining details regarding a new issue for contact;

assigning a unique thread identification for all communications related to the new issue; and

linking the new-caller user identification with the thread identification for presentation in subsequent calls;

responsive to determining that the caller is a known previous caller to the call-receiving system, obtaining and verifying a known-caller user identification and determining whether the known previous caller is calling about a new issue;

responsive to determining that the known previous caller is calling about a new issue,

assigning a unique thread identification for all communications related to the new issue; and

linking the known-caller user identification with the thread identification for presentation in subsequent calls;

responsive to determining that the known previous caller is calling about an existing issue,

determining whether a caller-provided thread identification was entered by the known previous caller;

responsive to determining that a caller-provided thread identification was entered by the known previous caller, automatically incorporating the caller-provided thread identification into further communications related to the call, the caller-provided thread identification facilitating authentication of the call;

responsive to determining that a caller-provided thread identification was not entered by the known previous caller,

obtaining a list of previous thread identifications for the known previous caller based upon the known-caller user identification, wherein each thread identification may represent multiple communications via various electronic devices; and

determining whether there is more than one previous thread identification for the known previous caller;

responsive to determining that there is more than one previous thread identification for the known previous caller,

presenting the known previous caller with a list of all previous thread identifications along with details of each thread identification;

allowing the known previous caller to select a desired thread identification from the list of previous thread identifications;

assigning the existing issue to the selected thread identification; and

linking the known-caller user identification with the selected thread identification for presentation in subsequent calls;

responsive to determining that there is only a single previous thread identification for the known previous caller,

assigning the existing issue to the single previous thread identification; and

linking the known-caller user identification with the single previous thread identification for presentation in subsequent calls.