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:
Jul. 17, 2012
Filed:
Nov. 17, 2006
Mounire El Houmaidi, Atlanta, GA (US);
Shankaran Narayanan, Alpharetta, GA (US);
Homayoun Torab, Snellville, GA (US);
Mounire El Houmaidi, Atlanta, GA (US);
Shankaran Narayanan, Alpharetta, GA (US);
Homayoun Torab, Snellville, GA (US);
AT&T Intellectual Property I, L.P., Atlanta, GA (US);
Abstract
Directing customer service calls based upon one or more rules incorporating customer information, network status information, service status information, or various combinations thereof. An incoming service call, and a customer identifier for the incoming service call are received. The customer identifier is used to obtain customer information. Network status information is obtained, or service status information is obtained, or network status information and service status information are obtained. One or more rules are retrieved. The one or more retrieved rules are applied to at least one of the obtained network status information or the obtained service status information to automatically direct the incoming call to a help desk agent selected from a plurality of help desk agents.