Patents Assigned to Pacific Bell Telephone
  • Telephone call processing in an interactive voice response call management system
    Patent number: 7065201
    Abstract: The present invention relates to a customer call routing menu employing an interactive voice response system (IVR) to process a call in a customer service center. The menu messages are provided in terms of customer tasks to be performed, rather than in terms of corporate units. Further, the menu messages are arranged and played to the caller in the order of the most frequently requested tasks and include terminology commonly used by customers.
    Type: Grant
    Filed: July 31, 2001
    Date of Patent: June 20, 2006
    Assignees: SBC Technology Resources, Inc., SBC Services, Inc., Pacific Bell Telephone
    Inventors: Robert R. Bushey, Yanira Marbella Bowen, Ruth Elaine Lawrence, John Mills Martin, Denise Quackenbush, Rachel Beth Simon