Technique for effectively assisting a user during an information assistance call

• Main Authors: BLOHM SONIA F, RICHARTZ JOHN D
• Format: Patent
• Language: English
• Published: 08.04.2014
• Subjects: ELECTRIC COMMUNICATION TECHNIQUE; ELECTRICITY; TELEPHONIC COMMUNICATION

Information pertaining to selected events occurring during an information assistance call is recorded in a database. The database is maintained by a device in the information/call center referred to as a call tracker. For example, with respect to a given call, a record may be generated in the database when the call is received, which servers and/or applications interact with the user during the call, which services are provided to the user, etc. Upon the occurrence of a selected event during a call, an "event message" conveying information about the event is generated and transmitted to the call tracker. The event message comprises an identifier associated with the call and one or more values indicating a type of event that has occurred with respect to the call. The call tracker stores information from the event message in the database. The information stored in the database is accessible to various devices and applications within the information/call center-for example, in response to a query as to the current status of a particular call.