Inventions Incorporated, LLC

Inuentions Inc.

Curtis G Marks

Aleksander Szlam

James W Crooks, Jr

Charles L Warner, Ii

A method and an apparatus for retrofitting and extending or upgrading an existing customer account servicing system to provide for automated handling and processing of both incoming and outgoing calls. A mainframe computer or host (16) contains customer or potential customer account records. A plurality of operator terminals (12) allow the operators to converse with the called or calling party and make changes to the customer account information via a data terminal (12a4). A system controller (11), trunk interface unit (10), operator terminals (12) and cross-point switch or PBX (13) provide a retrofit to an existing system, a mainframe computer (16), to provide for automated handling and processing of both incoming and outgoing calls. The system controller (11) and terminals (12) use the same command and data format structure as that already in use by the existing system and software or programs of mainframe (16). The system controller (11) is transparent to the operation of the mainframe (16) and the operator terminals (12) and allows the system to be upgraded without the necessity of purchasing different software or programs for the mainframe (16). This invention is useful with both new and previously existing operator terminals (12). The system controller (11) monitors and handles both incoming and outgoing calls via the trunk interface units (10) and, when appropriate, causes the cross-point switch or PBX (13) to connect a selected trunk line (T) with an appropriate available operator terminal (12) and causes the customer account record to be displayed on the screen of the operator terminal.

Method and apparatus for customer account servicing

A method and an apparatus for direct and immediate updating of customer account information, handling inquiries, and initiating communications is disclosed. A mainframe computer (16) contains customer or potential customer account information such as customer name, customer telephone number, customer account code, customer order status, etc. Mainframe computer (16) sends batches of customer account information to a system controller (11) via a data controller (15). System controller (11) directs trunk interface units (10a-10d) to dial the customer's telephone number and monitor the status of the outgoing calls. The trunk interface units (10a-10d) advise the system controller (11) when an outgoing call has been answered and, if an operator is available at an operator terminal (12a-12j), the system controller (11) directs a switch (13) to connect the answered trunk (T1-T16) to the available operator terminal and sends abbreviated customer account information to the operator terminal. The operator terminal then requests the full customer account information from the mainframe computer ( 16) via the data controller (15). The operator at the operator terminal 12 then conducts the necessary business with the customer and makes any desired changes in the customer account information in the mainframe computer (16). The changes are sent by the operator terminal (12), via the data controller (15), to the mainframe computer (16) for immediate updating and storage of the updated account information in the main database. The operator at the operator terminal (12) is relieved of the duties of obtaining the telephone number, dialing telephone number, and waiting for the party to answer, and is therefore utilized more efficiently. Furthermore, the customer account information in mainframe computer (16) is continuously updated and made current so that the operator always has the most current customer account information. Also disclosed is a method and an apparatus for processing of incoming calls. Furthermore, a retrofit device is disclosed for use with existing systems.

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Eden Prairie, MN, United States of America

Curtis G Marks