Patrick J Mchugh

US Patent:

6700972, Mar 2, 2004

Filed:

Aug 25, 1999

Appl. No.:

09/383056

Inventors:

Patrick J. McHugh - Belmont MA
Patrick Peterson - Cambridge MA
Peter Myton Dick - Melrose MA

Assignee:

Verizon Corporate Services Group Inc. - New York NY
Genuity Inc. - Woburn MA

International Classification:

H04M 300

US Classification:

37926513, 37926501, 37926502, 37920715

Abstract:

The present invention provides a method and system for processing and collecting, at a telephone network central office, information for a call directed to a call center prior to the call being received at the call center. A call is received for processing at a telephone network central office that is local to the call origination location. At the central office, a determination is made as to whether the destination number of the call is identified in a selected database. In response to the call destination number being identified in the selected database, the central office solicits the caller to provide requested information. An indication of the requested information received from the caller is included in a data packet associated with the telephone call before the call is transferred from the central office. The call, including the indication of the requested information, is routed to the call center. At the central office, it may be determined whether the call originated from a business telephone number or a residential telephone number to facilitate processing of the call.

US Patent:

6922466, Jul 26, 2005

Filed:

Mar 4, 2002

Appl. No.:

10/090522

Inventors:

Patrick Peterson - Cambridge MA, US
Bernhard Suhm - Cambridge MA, US
Yvette Tenney - Belmont MA, US
Daniel McCarthy - Natick MA, US
Patrick McHugh - Belmont MA, US
Peter Dick - Melrose MA, US

Assignee:

Verizon Corporate Services Group Inc. - New York NY

International Classification:

H04M001/64

US Classification:

379 8809, 379 8818, 37926502, 37926506

Abstract:

A system for assessing an automated call routing system's performance is structured to present a caller calling into the automated call routing system with a call that includes an interactive voice response (IVR) portion and, at an option of the caller, an caller/agent dialog portion. The system operates to monitor calls coming into the automated call routing system and to record end-to-end calls from among the calls coming into the automated call routing system. A sequence of events for the recorded calls is transcribed, including events occurring in the IVR portion and in the caller/agent dialog portion, to identify predetermined call events of interest. The transcribed calls are analyzed to infer a complete event sequence of each of the recorded calls. From the analysis, parameters are calculated corresponding to cost effectiveness and usability of the automated call routing system, based at least in part upon information obtained by the caller during the IVR portion.