Real time customer service data manipulation to allow multiple services per trigger type

• US 7,382,869 B2
• Filed: 05/24/2006
• Issued: 06/03/2008
• Est. Priority Date: 09/06/2002
• Status: Expired due to Fees

• Current Assignee: At&T Delaware Intellectual Property, Inc. (AT&T, Inc.)
• Original Assignee: At&T Delaware Intellectual Property, Inc. (AT&T, Inc.)
• Inventors: Smith, Benjamin V.
• Primary Examiner(s): Hong; Harry S.
• Application Number:
  US11/440,661
• Publication Number:
  US 20060210046A1
• Time in Patent Office: 741 Days
• Field of Search: 37920101-20105, 379/201.12, 379/207.02, 379/219, 379/220.01, 379/221.01, 37922108-2211, 379/229, 379/230
• US Class Current: 379/207.02
• CPC Class Codes: H04M 2207/18 wireless networks
• CPC Class Codes: H04M 3/4217 Managing service interactions
• CPC Class Codes: H04M 3/4228 in networks
• CPC Class Codes: H04Q 3/0033 customer-controlled
• CPC Class Codes: H04Q 3/0062 Provisions for network management

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.

Claims

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.

2. The communications method of claim 1, wherein the voice communication situation occurs on an Advanced Intelligent Network.

3. The communications method of claim 2, wherein the voice communication situation causes a trigger on the Advanced Intelligent Network that results in the query message being generated.

4. The communications method of claim 1, wherein the customer-specified managing criteria comprise a sequence for providing at least two voice communication processing features.

5. The communications method of claim 1, wherein the customer-specified managing criteria comprises a schedule for providing call processing services at mutually exclusive times.

6. A system for providing multiple voice communication processing services to a customer, comprising:

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.

7. The system of claim 6, wherein the query message is generated by a signal switching point of an Advanced Intelligent Network.

8. The system of claim 7, wherein the voice communication situation causes a trigger resulting in the query message being generated.

9. The system of claim 6, wherein the customer-specified managing criteria comprise a sequence for providing at least two voice communication processing features.

10. The system of claim 6, wherein the customer-specified managing criteria comprises a schedule for providing call processing services at mutually exclusive times.

11. A computer readable medium having instructions that when executed by a computer perform acts comprising:

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.

12. The computer readable medium of claim 11, wherein the voice communication situation occurs on an Advanced Intelligent Network.

13. The computer readable medium of claim 12, wherein the voice communication situation causes a trigger on the Advanced Intelligent Network resulting in the query message being generated.

14. The computer readable medium of claim 11, wherein the customer-specified managing criteria comprise a sequence for providing at least two voice communication processing features.

15. The computer readable medium of claim 11, wherein the customer-specified managing criteria comprises a schedule for providing call processing services at mutually exclusive times.

16. The computer readable medium of claim 11, wherein the query message is received from a signal switching point of an Advanced Intelligent Network.

17. The computer readable medium of claim 11, wherein the voice communication situation causes a trigger resulting in the query message being generated.

18. The computer readable medium of claim 11, further comprising interrogating a database containing a plurality of management profiles.

19. The computer readable medium of claim 17, wherein the query is received by a feature manager configured to generate the instruction to activate the at least one of the multiple voice communication processing services.

20. The computer readable medium of claim 11, wherein the computer readable medium comprises at least one of a disk, a client disk, a network device, and a propagated signal.