公开(公告)号：US20070041527A1

公开(公告)日：2007-02-22

申请号：US11450189

申请日：2006-06-08

申请人： Kenneth Tuchman ,  Intae Myong ,  Bruce Sharpe ,  Henry Truong ,  James Radzicki

发明人： Kenneth Tuchman ,  Intae Myong ,  Bruce Sharpe ,  Henry Truong ,  James Radzicki

IPC分类号： H04M1/64

CPC分类号： H04M3/5166 ,  G06Q30/0207 ,  G06Q30/0241 ,  G06Q30/0242 ,  H04M3/42068 ,  H04M3/42102 ,  H04M3/515 ,  H04M2201/38 ,  H04M2203/2011

摘要： In embodiments, the present invention is directed to methods of handling calls received from customers. In one embodiment, the method includes receiving a call from a customer who called a promotional telephone number. The phone call is connected to an IVR system. The IVR system maintains a set of rules for handling calls. The method further includes creating a call detail record, which includes a unique identifier, a source telephone number, and the promotional telephone number. A customized greeting is then played to the customer based on the promotional telephone number the customer dialed. Based on the rules for handling calls, the call is redirected from the IVR system to an agent along with transmitting and displaying the call detail record to the agent.

摘要翻译： 在实施例中，本发明涉及处理从客户接收的呼叫的方法。 在一个实施例中，该方法包括从呼叫促销电话号码的客户接收呼叫。 电话连接到IVR系统。 IVR系统维护一组处理呼叫的规则。 该方法还包括创建呼叫详细记录，其包括唯一标识符，源电话号码和促销电话号码。 然后根据客户拨打的促销电话号码向客户播放定制的问候语。 基于处理呼叫的规则，将呼叫从IVR系统重定向到代理，同时向代理发送和显示呼叫详细记录。

公开(公告)号：US07881454B2

公开(公告)日：2011-02-01

申请号：US11450189

申请日：2006-06-08

申请人： Kenneth D. Tuchman ,  Intae Myong ,  Bruce Sharpe ,  Henry Truong ,  James Radzicki

发明人： Kenneth D. Tuchman ,  Intae Myong ,  Bruce Sharpe ,  Henry Truong ,  James Radzicki

IPC分类号： H04M3/00 ,  H04M15/00

CPC分类号： H04M3/5166 ,  G06Q30/0207 ,  G06Q30/0241 ,  G06Q30/0242 ,  H04M3/42068 ,  H04M3/42102 ,  H04M3/515 ,  H04M2201/38 ,  H04M2203/2011

摘要： In embodiments, the present invention is directed to methods of handling calls received from customers. In one embodiment, the method includes receiving a call from a customer who called a promotional telephone number. The phone call is connected to an IVR system. The IVR system maintains a set of rules for handling calls. The method further includes creating a call detail record, which includes a unique identifier, a source telephone number, and the promotional telephone number. A customized greeting is then played to the customer based on the promotional telephone number the customer dialed. Based on the rules for handling calls, the call is redirected from the IVR system to an agent along with transmitting and displaying the call detail record to the agent.

摘要翻译： 在实施例中，本发明涉及处理从客户接收的呼叫的方法。 在一个实施例中，该方法包括从呼叫促销电话号码的客户接收呼叫。 电话连接到IVR系统。 IVR系统维护一组处理呼叫的规则。 该方法还包括创建呼叫详细记录，其包括唯一标识符，源电话号码和促销电话号码。 然后根据客户拨打的促销电话号码向客户播放定制的问候语。 基于处理呼叫的规则，将呼叫从IVR系统重定向到代理，同时向代理发送和显示呼叫详细记录。