H - Electricity – 04 – L
Patent
H - Electricity
04
L
H04L 29/02 (2006.01) H04M 3/51 (2006.01) H04M 3/523 (2006.01)
Patent
CA 2326852
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 computer network may be an Internet Protocol (IP) network and the network source address may be an IP source address. The communication may be a service request delivered from the originator to a call center over the Internet. The source address may be processed to determine, e.g., a particular individual corresponding to the originator, or a company name, company size, Internet service provider, geographic region, or other characteristic associated with the originator. This information is then used to determine how the communication will be handled, e.g., provided with service within a designated time, handled by an agent having particular skills, etc. The source address may also be used to control subsequent activation of live agent support icons presented via a web page. Advantageously, the invention allows more efficient handling of communications received over the Internet by allowing a call center to provide appropriate customer treatment for such communications.
Flockhart Andrew Derek
Foster Robin H.
Mathews Eugene P.
Taylor John Z.
Avaya Technology Corp.
Kirby Eades Gale Baker
LandOfFree
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