Communication center application

• US 7,778,398 B2
• Filed: 03/31/2005
• Issued: 08/17/2010
• Est. Priority Date: 12/14/2004
• Status: Active Grant

• Current Assignee: Bellsouth Intellectual Property Corporation (AT&T, Inc.)
• Original Assignee: AT&T Intellectual Property I LP (AT&T, Inc.)
• Inventors: Heacock, Matt, Berger, Scott M.
• Primary Examiner(s): Kuntz, Curtis
• Assistant Examiner(s): Islam, Mohammad K
• Application Number:
  US11/095,392
• Publication Number:
  US 20060126818A1
• Time in Patent Office: 1,965 Days
• Field of Search: 37926501-2661, 705/9, 705/26, 704/2, 707/540, 715/500, 715/518, 715/531
• US Class Current: 379/88.14
• CPC Class Codes: H04M 2203/2011 Service processing based on information specified by a party before or during a call, e.g. information, tone or routing selection
• CPC Class Codes: H04M 3/5191 interacting with the Internet

Abstract

Methods, systems, and products are disclosed for creating a record with a customer. One method receives at a communication center a request for support from the customer. A data field is presented to an agent for entry of information identifying the customer. A menu of options is presented that allows the agent to make selections describing the customer'"'"'s request for support. A preformatted note is populated with selections received from the agent. The preformatted note has fields corresponding to the menu of options, with the preformatted note formed by populating a particular field with the corresponding selection by the agent. The preformatted note is stored as the record of the customer'"'"'s request for support, wherein the preformatted note has a standardized format regardless of the agent.

Claims

1. A method of creating a record of a communication disposition, comprising:

receiving a request for support from a customer;

presenting a data field for entry of information identifying the customer;

presenting a menu of options that allow an agent to make selections describing the customer'"'"'s request for support;

populating a preformatted note with the selections received from the agent, the preformatted note having fields corresponding to the menu of options, with the preformatted note formed by populating a particular field with a corresponding selection by the agent;

receiving notes from the agent describing the customer'"'"'s request for support;

including the notes in the preformatted note;

periodically discarding a character from the notes unless the character is a space between two adjacent words such that each word in the notes is limited in character length; and

storing the preformatted note as a record of the customer'"'"'s request for support,

wherein the preformatted note has a standardized format for all agents.

2. A method according to claim 1, further comprising querying, based upon the information identifying the customer, a previous record of a previous request for support.

3. A method according to claim 2, further comprising pre-populating the selections in the menu of options based on the previous record.

4. A method according to claim 1, further comprising presenting a telephone number data field for entry of a telephone number associated with a Digital Subscriber Line.

5. A method according to claim 1, further comprising receiving the agent'"'"'s selection of a type of equipment used by the customer, an operating system used by the customer, a problem code describing the customer'"'"'s problem, and a resolution code corresponding to the problem code, the problem code and the resolution code being linked such that selectable resolution codes are specific to chosen problem codes.

6. A method according to claim 5, further comprising automatically scheduling a callback to the customer based upon the problem code and the resolution code.

7. A method according to claim 1, further comprising presenting an option to call back the customer to follow-up with the customer'"'"'s request for support, the option including a calendar to schedule the callback and a reason for calling the customer.

8. A system for creating a record of a call disposition, the system comprising:

a processor executing code stored in memory that causes the processor to;

present a data field in a graphical user interface for entry of information identifying a customer making a request for support;

graphically present a menu of options to an agent that allows the agent to make selections describing the customer'"'"'s request for support;

populate a preformatted note with the selections received from the agent, the preformatted note having fields corresponding to the menu of options, with the preformatted note formed by populating a text field with a corresponding selection by the agent;

receive notes from the agent describing the customer'"'"'s request for support;

include the notes in the preformatted note;

limit a character length of each word in the notes by periodically discarding every nth ASCII character from the notes, where n represents an integer value, unless the nth ASCII character represents a space between two adjacent words, such that the space between the words is maintained so that each word in the notes is limited in character length; and

store the preformatted note as the record of the customer'"'"'s request for support,

wherein the preformatted note has a standardized format regardless of the agent.

9. A system according to claim 8, wherein the code further causes the processor to query, based upon the information identifying the customer, a previous record of a previous request for support.

10. A system according to claim 9, wherein the code further causes the processor to pre-populate the selections in the menu of options based on the previous record.

11. A system according to claim 8, wherein the code further causes the processor to present the data field for entry of the information identifying the customer as a telephone number data field for entry of a telephone number associated with a Digital Subscriber Line.

12. A system according to claim 8, wherein the code further causes the processor to present the menu of options by allowing the agent to select a type of equipment used by the customer, an operating system used by the customer, a problem code describing the customer'"'"'s problem, and a resolution code corresponding to the problem code, the problem code and the resolution code being linked such that selectable resolution codes are specific to chosen problem codes.

13. A system according to claim 12, wherein the code further causes the processor to automatically schedule a callback to the customer based upon the problem code and the resolution code.

14. A system according to claim 8, wherein the code further causes the processor to present an option to call back the customer to follow-up with the customer'"'"'s request for support, the option including a calendar to schedule the callback and a reason for calling the customer.

15. A non-transitory computer-readable media storing processor executable instructions for performing a method, the method comprising:

presenting a data field in a graphical user interface for entry of information identifying a customer making a request for support to a communication center;

presenting a menu of options in the graphical user interface that allows an agent to make selections describing the customer'"'"'s request for support;

populating a preformatted note with the selections received from the agent, the preformatted note having fields corresponding to the menu of options, with the preformatted note formed by populating a text field with a corresponding selection by the agent;

receiving notes from the agent describing the customer'"'"'s request for support;

including the notes in the preformatted note;

limiting a character length of each word in the notes by periodically discarding every nth ASCII character from the notes, where n represents an integer value, unless the nth ASCII character represents a space between two adjacent words, such that the space between the words is maintained so that each word in the notes is limited in character length; and

storing the preformatted note as the record of the customer'"'"'s request for support,

wherein the preformatted note has a standardized format regardless of the agent.

16. A computer-readable media according to claim 15, further comprising instructions for querying, based upon the information identifying the customer, a previous record of a previous request for support and pre-populating the selections in the menu of options based on the previous record.

17. A computer-readable media according to claim 15, further comprising instructions for presenting a telephone number data field to identify the customer, the telephone number data field for entry of a telephone number associated with a Digital Subscriber Line.

18. A computer-readable media according to claim 15, further comprising instructions for allowing the agent to select a type of equipment used by the customer, an operating system used by the customer, a problem code describing the customer'"'"'s problem, and a resolution code corresponding to the problem code, the problem code and the resolution code being linked such that selectable resolution codes are specific to chosen problem codes.

19. A computer-readable media according to claim 18, further comprising instructions for automatically scheduling a callback to the customer based upon the problem code and the resolution code.

20. A computer-readable media according to claim 15, further comprising instructions for presenting an option to call back the customer to follow-up with the customer'"'"'s request for support, the option including a calendar to schedule the callback and a reason for calling the customer.