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Method for providing customer treatment based on specified rules in conjunction with network source address of a request originator

IPC분류정보
국가/구분 United States(US) Patent 등록
국제특허분류(IPC7판)
  • G06F-015/16
  • G06F-015/173
출원번호 US-0461903 (1999-12-15)
발명자 / 주소
  • Flockhart, Andrew Derek
  • Foster, Robin H.
  • Mathews, Eugene P.
  • Taylor, John Z.
출원인 / 주소
  • Avaya Technology Corp.
대리인 / 주소
    Ryan, Mason & Lewis, LLP
인용정보 피인용 횟수 : 55  인용 특허 : 17

초록

A call center or other processing system receives an incoming communication over a computer network, determines at least a portion of a network source address of the originator, and utilizes information from the source address to select a particular type of treatment for the communication. The compu

대표청구항

A call center or other processing system receives an incoming communication over a computer network, determines at least a portion of a network source address of the originator, and utilizes information from the source address to select a particular type of treatment for the communication. The compu

이 특허에 인용된 특허 (17)

  1. Reid William J., Enterprise network management using directory containing network addresses of users obtained through DHCP to control routers and servers.
  2. Shand Ian Michael Charles,GBX ; Harper John Anthony,FRX ; Welch Steven Richard,GBX, Fast network layer packet filter.
  3. Coley Christopher D. ; Wesinger ; Jr. Ralph E., Firewall system for protecting network elements connected to a public network.
  4. Council Michael O., Method and apparatus for billing a fee to a party initiating an electronic mail communication when the party is not on an authorization list associated with the party to whom the communication is dir.
  5. Lee Dooyong (West Orange NJ), Method and apparatus for handling in-bound telemarketing calls.
  6. Srinivasan Thiru, Method and system for displaying internet identification on customer premises equipment.
  7. Aravamudan Murali ; Tzeng Hong-Yi, Method for network address translation.
  8. Scott John A., Methods and apparatus for determining, verifying, and rediscovering network IP addresses.
  9. Krishnan Kalyan, Methods and apparatus for interfacing a computer or small network to a wide area network such as the internet.
  10. Cox David E. ; Hayes ; Jr. Kent F. ; Kaminsky David L. ; Lindquist David B., Methods, systems and computer program products for management of configurable application programs on a network.
  11. Jain Lalit ; Ford Michael T., Network device for supporting construction of virtual local area networks on arbitrary local and wide area computer networks.
  12. Wilf Saar,ILX ; Ruvio Guy,ILX, Retail method over a wide area network.
  13. Bernard Warren E. ; Jacobson Philip A., System and method for automated remote previewing and purchasing of music, video, software, and other multimedia product.
  14. Kenneth Araujo, System and method for supporting internet protocol subnets with network address translators.
  15. Bateman Thomas Howard,CAX ; Kierstead Bruce Edward,CAX ; Noble William Alexander,CAX ; Curry Timothy Lee,CAX ; Lockett John Alan,CAX ; Mersereau Laurie Edward,CAX ; Ouellette Robert James,CAX, System for coordinating communications via customer contact channel changing system using call centre for setting up the.
  16. Elliott Isaac K. ; Krishnaswamy Sridhar, System, method and article of manufacture for communications utilizing calling, plans in a hybrid network.
  17. Haigh Steven Paul, Transaction processing system and method.

이 특허를 인용한 특허 (55)

  1. Ruckart,John, Audio caller identification.
  2. Ruckart,John, Audio caller identification.
  3. Roberts,Linda Ann; Silver,Edward Michael, Call waiting priority alert.
  4. Urban,Blake R.; White,Isaac D. M.; Dickens,James E.; Forsberg,Kevin; Sawyer,Charles, Caller ID messaging.
  5. Urban,Blake R.; White,Isaac D. M.; Dickens,James E.; Forsberg,Kevin; Sawyer,Charles, Caller ID messaging device.
  6. Urban,Blake R.; White,Isaac D. M.; Dickens,James E.; Forsberg,Kevin; Sawyer,Charles, Caller ID messaging telecommunications services.
  7. Bacon,James; Aghajanian,John H., Caller identification device and method of operation thereof.
  8. Sherman, Stephen; Feldstein, Corey, Caller identification queue for wireless telephones.
  9. Perrella, Ronald J.; Kreiner, Barrett, Client survey systems and methods using caller identification information.
  10. Perrella, Ronald J; Kreiner, Barrett Morris, Client survey systems and methods using caller identification information.
  11. Urban,Blake R.; White,Isaac D. M.; Dickens,James E.; Forsberg,Kevin; Sawyer,Charles, Dynamic Caller ID messaging.
  12. Kumai, Hisao, IP telephone apparatus.
  13. Koch,Robert A.; Holt,Scott C., Internet caller-ID integration.
  14. Wood, Gennamin; Forsberg, Kevin, Key word programmable caller ID.
  15. Tang,Haitao; Flinck,Hannu Isto Juhani, Method and system for resolving between geographic information and network addresses in a wide area network, preferably in the internet.
  16. Knudsen, Joseph J.; Lasker, Kory, Method and system for verifying modem status.
  17. Knudsen, Joseph J.; Lasker, Kory, Method and system for verifying modem status.
  18. Low, Colin; Seaborne, Andrew Franklin; Bouthors, Nicolas, Method for accessing service resource items that are for use in a telecommunications system.
  19. Bedingfield, Sr.,James C.; Levine,David A.; Simpson,Anita, Method for using AIN to deliver caller ID to text/alpha-numeric pagers as well as other wireless devices, for calls delivered to wireless network.
  20. Schaade, Stephan, Method, communication terminal and communication system for displaying a name assigned to a telephone number when a connection is established.
  21. Bou Ghannam, Akram A.; Creamer, Thomas E.; Moore, Victor S.; Winters, Scott L., Method, system, and apparatus for scheduling pattern based web services.
  22. Zellner, Samuel, Method, system, and storage medium for providing comprehensive originator identification services.
  23. Smith, Donald; Diggle, III, Frederick; Ryals, Steven, Methods of providing caller identification information and related registries and radiotelephone networks.
  24. Urban, Blake R.; White, Isaac D. M.; Dickens, James E.; Forsberg, Kevin; Sawyer, Charles, Methods, systems and computer program products for dynamic caller ID messaging.
  25. Urban, Blake R.; White, Isaac D. M.; Dickens, James E.; Forsberg, Kevin; Sawyer, Charles, Private caller ID messaging.
  26. Wood, Gennamin; Forsberg, Kevin, Programmable caller ID.
  27. Wood, Gennamin; Forsberg, Kevin, Programmable caller ID.
  28. Wood, Gennamin; Forsberg, Kevin, Programmable caller ID.
  29. Kreiner, Barrett; Perrella, Ronald; Slemmer, John, Real-time client survey systems and methods.
  30. Bedingfield, Sr., James C.; Levine, David A.; Simpson, Anita, Remote notification of communications.
  31. Bedingfield, Sr.,James C.; Levine,David A.; Simpson,Anita, Remote notification of communications.
  32. Poder, James, Stateful home phone service.
  33. Contractor,Sunil H.; Bedingfield, Sr.,James C.; Holt,Scott, System and method for audio caller identification service.
  34. Naik, Jayant M.; Cordell, Coy; Peterson, Dale Robert; DiFonzo, Joseph; Weagraff, Stephen D.; Yuschik, Matthew; Nutter, Michael Louis; Birch, Robert; Cunningham, Scot; Kim, Woosung; Irwin, Scott A., System and method for automated customer service with contingent live interaction.
  35. Naik, Jayant M.; Coy, Cordell; Peterson, Dale Robert; DiFonzo, Joseph; Weagraff, Stephen D.; Yuschik, Matthew; Nutter, Michael Louis; Birch, Robert; Cunningham, Scot; Kim, Woosung; Irwin, Scott, System and method for automated customer service with contingent live interaction.
  36. Peterson, Dale R., System and method for closed loop decisionmaking in an automated care system.
  37. Scott, David; Gao, Xiaofeng, System and method for gathering information related to a geographical location of a callee in a public switched telephone network.
  38. Scott, David; Gao, Xiaofeng, System and method for gathering information related to a geographical location of a callee in a public switched telephone network.
  39. Scott,David; Gao,Xiaofeng, System and method for gathering information related to a geographical location of a callee in a public switched telephone network.
  40. Scott, David; Gao, Xiaofeng, System and method for gathering information related to a geographical location of a caller in a public switched telephone network.
  41. Scott, David; Gao, Xiaofeng, System and method for gathering information related to a geographical location of a caller in a public switched telephone network.
  42. Scott,David; Gao,Xiaofeng, System and method for gathering information related to a geographical location of a caller in an internet-based communication system.
  43. Lukas,Andrew V.; Lukas,George; Klencke,David L.; Nass,Clifford, System and method for optimizing a product configuration.
  44. Birch, Robert D.; Craig, Brian D.; Irwin, Scott A.; Weagraff, Stephen D., System and method for supporting the utilization of machine language.
  45. Peterson, Dale R., System for closed loop decisionmaking in an automated care system.
  46. Billman, Bradly J., Systems and methods for providing access to available agent.
  47. Billman, Bradly Jay, Systems and methods for providing access to available agent.
  48. Woodring, Larry D., Systems and methods for providing user profile information in conjunction with an enhanced caller information system.
  49. Woodring,Larry D., Systems and methods for providing user profile information in conjunction with an enhanced caller information system.
  50. Koch, Robert A.; Holt, Scott C., Third party content for internet caller-ID messages.
  51. Noyan, Nilay; Paddock, Henry R.; Tendick, Patrick H., Timeline visualization for call center processes.
  52. Babine, Brigite M.; Foster, Robin H., Utilizing small group call center agents to improve productivity without impacting service level targets.
  53. Moton, Robert T.; Enzmann, Mark J.; Zellner, Samuel N., Voice caller ID.
  54. Moton,Robert T.; Enzmann,Mark J.; Zellner,Samuel N., Voice caller ID.
  55. Moton,Robert T.; Enzmann,Mark J.; Zellner,Samuel N., Voice caller ID.
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