System and method of determining call treatment of repeat calls
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United States of America Patent
Stats
-
Dec 22, 2009
Grant Date -
Nov 16, 2006
app pub date -
May 13, 2005
filing date -
May 13, 2005
priority date (Note) -
In Force
status (Latency Note)
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Abstract
A method and system of handling a call received at a call center is disclosed. The method includes determining that the call is a repeat call, determining whether the repeat call is to receive a first treatment type and servicing the repeat call with the first treatment type when the repeat call is determined to receive the first treatment type. The system includes an automated call processing system, a first computer readable memory including a repeat caller definition table, a second computer readable memory including a repeat caller action-object table, and a third computer readable memory including a special treatment resolution table. The automated call processing system has access to the repeat call definition table to identify a repeat call request and has access to the action-object table and the special treatment resolution table to determine whether the identified repeat call is to receive a first treatment type.
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