The patent badge is an abbreviated version of the USPTO patent document. The patent badge does contain a link to the full patent document.
The patent badge is an abbreviated version of the USPTO patent document. The patent badge covers the following: Patent number, Date patent was issued, Date patent was filed, Title of the patent, Applicant, Inventor, Assignee, Attorney firm, Primary examiner, Assistant examiner, CPCs, and Abstract. The patent badge does contain a link to the full patent document (in Adobe Acrobat format, aka pdf). To download or print any patent click here.
Patent No.:
Date of Patent:
Jun. 20, 2006
Filed:
Jul. 31, 2001
Robert R. Bushey, Cedar Park, TX (US);
Yanira Marbella Bowen, South Pasadena, CA (US);
Ruth Elaine Lawrence, Los Angeles, CA (US);
John Mills Martin, Austin, TX (US);
Denise Quackenbush, Danville, CA (US);
Rachel Beth Simon, Walnut Creek, CA (US);
Robert R. Bushey, Cedar Park, TX (US);
Yanira Marbella Bowen, South Pasadena, CA (US);
Ruth Elaine Lawrence, Los Angeles, CA (US);
John Mills Martin, Austin, TX (US);
Denise Quackenbush, Danville, CA (US);
Rachel Beth Simon, Walnut Creek, CA (US);
SBC Technology Resources, Inc., Austin, TX (US);
SBC Services, Inc., San Antonio, TX (US);
Pacific Bell Telephone, San Francisco, CA (US);
Abstract
The present invention relates to a customer call routing menu employing an interactive voice response system (IVR) to process a call in a customer service center. The menu messages are provided in terms of customer tasks to be performed, rather than in terms of corporate units. Further, the menu messages are arranged and played to the caller in the order of the most frequently requested tasks and include terminology commonly used by customers.