System and method of automated order status retrieval

• US 9,088,657 B2
• Filed: 03/12/2014
• Issued: 07/21/2015
• Est. Priority Date: 07/01/2005
• Status: Expired due to Fees

• Current Assignee: AT&T Intellectual Property I LP (AT&T, Inc.)
• Original Assignee: AT&T Intellectual Property I LP (AT&T, Inc.)
• Inventors: Bushey, Robert
• Primary Examiner(s): Nguyen, Khai N
• Application Number:
  US14/205,467
• Publication Number:
  US 20140192972A1
• Time in Patent Office: 496 Days
• Field of Search: 379/265.01, 379/265.02, 379/265.03, 379/265.04, 379/265.05, 379/265.06, 379/265.07, 379/265.08, 379/265.09, 379/265.1, 379/265.11, 379/265.12, 379/265.13, 379/265.14, 379/266.01, 379/266.02, 379/266.03, 379/266.04, 379/266.05, 379/266.06, 379/266.07, 379/266.08, 379/266.09, 379/266.1
• US Class Current: 1/1
• 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 3/51 Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing
• 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 3/523 with call distribution or queueing
• CPC Class Codes: H04M 3/5235 Dependent on call type or called number [DNIS]

Abstract

A computer-readable storage device stores instructions that, when executed by a processor, cause the processor to perform operations including selectively transferring a call to equipment of a customer service agent based on an order status. The call is automatically transferred to the equipment of the customer service agent in response to receiving an indication that the order status is not locatable.

Claims

1. A computer-readable storage device storing instructions that, when executed by a processor, cause the processor to perform operations comprising:

receiving a first indication that a reason for a call is to obtain an order status; and

selectively transferring the call to equipment of a customer service agent based on determining whether the order status is locatable, wherein the call is automatically transferred to the equipment of the customer service agent in response to receiving a second indication that the order status is not locatable.

2. The computer-readable storage device of claim 1, wherein the operations further comprise, in response to receiving a first particular indication that the order status is locatable:

retrieving the order status from an order status database;

providing the order status to second equipment of a caller during the call;

prompting the caller to indicate whether further assistance is requested; and

disconnecting the call in response to receiving a second particular indication that further assistance is not requested.

3. The computer-readable storage device of claim 1, wherein the operations further comprise transferring the call to an automated check order status system in response to receiving the first indication that the reason for the call is to obtain the order status.

4. The computer-readable storage device of claim 1, wherein the operations further comprise receiving an order identifier in response to prompting a caller during the call for the order identifier, wherein the order status is associated with a pending order, and wherein the order identifier identifies the pending order.

5. The computer-readable storage device of claim 4, wherein the operations further comprise:

receiving the call;

prompting a caller during the call to provide the reason for the call;

and

providing the order status to second equipment of the caller.

6. The computer-readable storage device of claim 4, further comprising determining whether the order identifier is valid in response to receiving the first indication that the reason for the call is to obtain the order status.

7. The computer-readable storage device of claim 4, wherein the order identifier includes a telephone number.

8. The computer-readable storage device of claim 4, wherein the order identifier is received via a series of touch tones.

9. The computer-readable storage device of claim 4, wherein the operations further comprise selectively determining whether the order status is locatable based on the order identifier, wherein whether the order status is locatable is determined in response to a determination that the order identifier is valid and wherein determining whether the order status is locatable includes querying an order status database using the order identifier.

10. The computer-readable storage device of claim 4, wherein the operations further comprise determining that the order identifier is valid by comparing the order identifier to a plurality of valid order identifiers from an order status database and identifying a match of the order identifier to a particular one of the plurality of valid order identifiers.

11. The computer-readable storage device of claim 4, wherein the operations further comprise, in response to a determination that the order identifier is invalid, transferring the call to the equipment of the customer service agent.

12. The computer-readable storage device of claim 4, wherein the order status indicates a date that the pending order is scheduled to be completed.

13. The computer-readable storage device of claim 1, wherein the operations further comprise, in response to receiving aparticular indication that the order status is locatable, retrieving the order status from an order status database.

14. A system comprising:

a processor; and

a memory storing instructions that, when executed by the processor, cause the processor to perform operations comprising;

receiving a first indication that a reason for a call is to obtain an order status; and

selectively transferring the call to equipment of a customer service agent based on determining whether the order status is locatable,

wherein the call is automatically transferred to the equipment of the customer service agent in response to receiving asecond indication from a check order status module that the order status is not locatable.

15. The system of claim 14, wherein the operations further comprise, prior to selectively transferring the call to the equipment of the customer service agent, transferring the call to the check order status module in response to receiving the first indication that the reason for the call is to obtain the order status, wherein the order status indicates whether a pending order is active.

16. The system of claim 15, wherein the operations further comprise:

prompting a caller during the call for an order identifier identifying the pending order, wherein the order identifier includes an account number; and

prompting the caller to identify the reason for the call.

17. The system of claim 16, wherein the call is received by an automated call router, wherein the automated call router is configured to:

receive the order identifier via a series of touch tones;

validate the order identifier; and

determine whether the order status is locatable, wherein the determination is based on the order identifier.

18. A method comprising:

receiving, at a device, a first indication that a reason for a call is to obtain an order status; and

selectively transferring, by the device, a call to equipment of a customer service agent based on determining whether the order status is locatable,

wherein the call is automatically transferred to the equipment of the customer service agent in response to receiving a second indication that the order status is not locatable.

19. The method of claim 18, further comprising:

prompting, by the device, a caller during the call for an order identifier, wherein the order identifier identifies a pending order, wherein the order status is associated with the pending order;

receiving, at the device, the order identifier;

determining, at the device, whether the order identifier is valid; and

in response to determining that the order identifier is valid, determining based on the order identifier whether the order status is locatable by querying an order status database using the order identifier.

20. The method of claim 19, wherein the pending order is associated with a communication service.