Instant support agent call setup and call connection application

• US 9,674,344 B1
• Filed: 12/23/2013
• Issued: 06/06/2017
• Est. Priority Date: 01/23/2013
• Status: Active Grant

• Current Assignee: West Technology Group LLC (West Corporation)
• Original Assignee: West Corporation
• Inventors: Varman, Mahendra, Fisher, Jil M., Webster, Craig A.
• Primary Examiner(s): MITCHELL, NATHAN A
• Application Number:
  US14/139,043
• Time in Patent Office: 1,261 Days
• CPC Class Codes: H04L 67/146 Markers for unambiguous identification of a particular session, e.g. session cookie or URL-encoding
• CPC Class Codes: H04M 2203/551 Call history
• CPC Class Codes: H04M 2207/18 wireless networks
• CPC Class Codes: H04M 3/42008 Systems for anonymous communication between parties, e.g. by use of disposal contact identifiers
• CPC Class Codes: H04M 3/42068 where the identifier is used to access a profile
• CPC Class Codes: H04M 3/42382 Text-based messaging services in telephone networks such as PSTN/ISDN, e.g. User-to-User Signalling or Short Message Service for fixed networks
• CPC Class Codes: H04M 3/5158 in combination with automated outdialling systems devices for signalling identity of wanted subscriber H04M1/26
• CPC Class Codes: H04M 3/5166 in combination with interactive voice response systems or voice portals, e.g. as front-ends
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements
• CPC Class Codes: H04M 3/5235 Dependent on call type or called number [DNIS]
• CPC Class Codes: H04M 3/527 Centralised call answering arrangements not requiring operator intervention
• CPC Class Codes: H04W 4/12 Messaging; Mailboxes; Announcements
• CPC Class Codes: H04W 4/16 Communication-related supplementary services, e.g. call-transfer or call-hold

Abstract

Receiving and processing customer support calls initiated from a mobile/wireless device via a call function or via a mobile device application may include various operations. For instance, an example method of operation may provide receiving a service request from a mobile device, requesting a temporary telephone number to be assigned to a subsequent call to be placed from the mobile device, creating a database record with an identifier of the mobile device and the temporary telephone number, transmitting the temporary telephone number to the mobile device, receiving an automated call to the temporary telephone number from the mobile device, and connecting the mobile device with a remote call recipient.

Claims

1. A method comprising:

receiving a service request from a mobile device via a mobile device application;

requesting a temporary telephone number to be assigned to a subsequent call to be placed from the mobile device, wherein the temporary telephone number is assigned utilizing a round-robin or overflow approach;

creating a database record, established over a hyper-text transfer protocol secure (HTTPS) connection, comprising at least an identifier of the mobile device and the temporary telephone number, wherein the database record further comprises a time duration that the temporary telephone number is permitted to be used for call placement and upon expiration of the time duration the database record is updated or deleted accordingly;

transmitting the temporary telephone number to the mobile device;

receiving an automated call to the temporary telephone number from the mobile device application; and

connecting the mobile device with a remote call recipient.

2. The method of claim 1, further comprising:

identifying the request as a customer service support inquiry, and wherein the remote call recipient is a customer service agent.

3. The method of claim 1, wherein the call is automatically initiated from a customer service support application operated on the mobile device.

4. The method of claim 1, wherein upon expiration of the time duration, the temporary telephone number is released and is reassigned to a telephone number pool comprising a plurality of telephone numbers.

5. The method of claim 1, further comprising:

upon connecting the call to the remote calling recipient, releasing the temporary telephone number from the present call and reassigning the temporary telephone number to a telephone number pool comprising a plurality of telephone numbers.

6. An apparatus comprising:

a receiver configured to receive a service request from a mobile device via a mobile device application;

a transmitter configured to transmit a request for a temporary telephone number to be assigned to a subsequent call to be placed from the mobile device, wherein the temporary telephone numbers may be assigned utilizing a round-robin or overflow approach; and

a processor configured to create a database record, established over a hyper-text transfer protocol secure (HTTPS) connection, comprising at least an identifier of the mobile device and the temporary telephone number, wherein the database record further comprises a time duration that the temporary telephone number is permitted to be used for call placement and upon expiration of the time duration the database record is updated or deleted accordingly, and

wherein the transmitter is further configured to transmit the temporary telephone number to the mobile device, and wherein the receiver is configured to receive an automated call to the temporary telephone number from the mobile device application, and connect the mobile device with a remote call recipient.

7. The apparatus of claim 6, wherein the processor is further configured to perform identifying the request as a customer service support inquiry, and wherein the remote call recipient is a customer service agent.

8. The apparatus of claim 6, wherein the call is automatically initiated from a customer service support application operated on the mobile device.

9. The apparatus of claim 6, wherein upon expiration of the time duration, the temporary telephone number is released and is reassigned to a telephone number pool comprising a plurality of telephone numbers.

10. The apparatus of claim 6, wherein upon connecting the call to the remote calling recipient, the processor is configured to release the temporary telephone number from the present call and reassign the temporary telephone number to a telephone number pool comprising a plurality of telephone numbers.

11. A non-transitory computer readable storage medium configured to store instructions that when executed cause a processor to perform:

receiving a service request from a mobile device via a mobile device application;

requesting a temporary telephone number to be assigned to a subsequent call to be placed from the mobile device, wherein the temporary telephone numbers may be assigned utilizing a round-robin or overflow approach;

creating a database record, established over a hyper-text transfer protocol secure (HTTPS) connection, comprising at least an identifier of the mobile device and the temporary telephone number, wherein the database record further comprises a time duration that the temporary telephone number is permitted to be used for call placement and upon expiration of the time duration the database record is updated or deleted accordingly;

transmitting the temporary telephone number to the mobile device;

receiving an automated call to the temporary telephone number from the mobile device application; and

connecting the mobile device with a remote call recipient.

12. The non-transitory computer readable storage medium of claim 11, wherein the processor is further configured to perform:

identifying the request as a customer service support inquiry, and wherein the remote call recipient is a customer service agent.

13. The non-transitory computer readable storage medium of claim 11, wherein the call is automatically initiated from a customer service support application operated on the mobile device.

14. The non-transitory computer readable storage medium of claim 11, wherein upon expiration of the time duration, the temporary telephone number is released and is reassigned to a telephone number pool comprising a plurality of telephone numbers.

15. The non-transitory computer readable storage medium of claim 11, wherein the processor is further configured to perform:

upon connecting the call to the remote calling recipient, releasing the temporary telephone number from the present call and reassigning the temporary telephone number to a telephone number pool comprising a plurality of telephone numbers.