At&t Intellectual Property I, L.p.

Sbc Technology Resources, Inc.

Southwestern Bell Telephone Company

Sbc Services, Inc.

At&t Knowledge Ventures, LP

Stanford Emery Pennington, Jr

Tami Durbon

Frank N Fedele

Umadevi Kanakasabai

Michaeline Klebba

Robert Chiczewski

Kurt M Joseph

Melissa L Oldenburg

Benjamin J Schubert

Mary K Griffitt

Krisinda A Guerrero

Jonathan A Paden

Bobby Sams

Jon Harris

Scott Newman

Paul L Dent

A designated service provider of a customer having slamming protection on their account may not be changed without authorization from the customer to remove the slamming protection. When a customer's telephone company receives a request to change the customer's long distance provider and subsequently determines that the customer has slamming protection on their account, the telephone company notifies the requester that the requested change may not be provisioned due to the slamming protection. The customer's authorization to remove the slamming protection is provided by the requester in the form of an audio file that is reviewed by the telephone company. If the telephone company or an agent of the telephone company listens to the audio file and approves the request, then the customer's slamming protection is removed.

Removing slamming protection to permit a change in service providers

A system for removing a protection associated with an account of a customer that prevents a change of a service provider of the customer includes a database server configured to receive a request from a prospective service provider of the customer to remove the protection associated with the customer's account when authorization of the customer is required to effect the change of the service provider. The request includes an electronic address of an audio file including a customer's authorization to remove the protection. The system also includes a computer configured to access the audio file based on the electronic address and to indicate whether to remove the protection based on the audio file, and a customer care ordering system configured to remove the protection when the computer indicates that the protection is to be removed.

An automated IVR apparatus for notifying entities of customer-specific information. An automated IVR application that enables subscribers to check the status of their DSL line and to report problems in real time. A 'Service Restoration Callback' application enables a service provider to automatically contact a customer via telephone when service is restored after an outage. The customer can configure parameters concerning the received callback. An outage detection module checks all available systems for the status of a customer's service on a real-time, customer-by-customer, call-for-call basis.

System and method for automatically notifying a customer via phone of service restoration

A disclosed method provides automated scripting to guide a customer service representative (CSR) in handling a call from a customer. Operations within the method may include displaying products and two or more purpose classifications for selection by the CSR. The purpose classifications may include (a) an add classification for customer requests to add a new product to an account and (b) a remove classification for customer requests to remove an existing product from the account. A page generator may receive input from the CSR selecting one of the purpose classifications and one of the products as pertinent to the call. In response, the page generator may automatically displaying a customized page with scripted text for the CSR to read to the customer. The scripted text may correspond specifically both to the selected purpose classification and to the selected product.

System and method to provide automated scripting for customer service representatives

Growing community of inventors

San Antonio, TX, United States of America

Stanford Emery Pennington, Jr