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A method of detecting the change of a customer's telephone numbers, and storing the new telephone number in a call center

IP.com Disclosure Number: IPCOM000128953D
Original Publication Date: 2005-Sep-22
Included in the Prior Art Database: 2005-Sep-22
Document File: 2 page(s) / 28K

Publishing Venue

IBM

Abstract

Disclosed is a method for updating a customer's telephone number data by checking telephone numbers coming from the customer.

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A method of detecting the change of a customer's telephone numbers, and storing the new telephone number in a call center

Disclosed is a method for updating a customer's telephone number data by checking telephone numbers coming from the customer.

A call center stores a customer's telephone number as part of customer profile. A call center uses the data when it makes a phone call to the customer. In these days, many customers have more than one telephone numbers, because he or she may have a home telephone, a personal mobile phone, and a business mobile phone. A customer may change the most frequently used telephone number, because of the changes of his work style, home, or a long business trip. The invention detects the changes of the most frequently used telephone number by checking telephone numbers coming from the customer, and updates the telephone number data in the customer profile.

Fig.1 shows a hardware configuration example of the invention. The configuration contains PBX (Private Branch Exchange), IVR (Interactive Voice Response), CTI (Computer Telephony Integration) Server, Customer DB (Data Base), and telephones/computers for each agent.

Fig.2 shows an example of customer profile used in the invention. The usual customer profile has only a few telephone numbers, but the profile of the invention has more telephone numbers. In addition, the profile has all of call date for each telephone number. One of the customer telephone number is selected as primary telephone number.

Fig.3 shows a process flow of the invention. When a call center receives a call from a customer, CTI Server obtains a telephone number of the incoming call. When the telephone number is not recorded in the profile of the customer, the number is added. A program checks if the customer changes his or her most frequently used telephone number. The detection is based on times that a telephone number was used in the predefined past duration. The telephone number that is most frequently used, is the new primary telephone number. When the change of his or her most frequently used telephone number is detected, an agent updates the customer's primary telephone number data in his or her profile after his or her confirmation of th...