Caller information system

Abstract

A system is provided for managing telephone calls made to special service numbers. Information extracted from incoming telephone calls can be received by a system server and cross-referenced with a database to obtain cross-referenced caller information pertaining to previous customer telephone calls and/or in person customer meetings. The cross-referenced caller information can be passed to a client workstation and displayed to the user in the form of an industry-specific template formatted in accordance with the business needs of the user. The template can be automatically populated with the cross-referenced caller information. During the telephone call, the user can view and update the caller information, thereby maintaining a retrievable record of the telephone call. With regard to the multi-housing industry in particular, caller information can be displayed in the form of a guest card template and/or a service card template.

1 . A system for managing telephone calls, comprising:
 a database configured to store caller information;   a system server in communication with said database, wherein said system server is configured to:   receive information extracted from an incoming telephone call, and   cross-reference said extracted information with said caller information of said database to obtain cross-referenced caller information; and   a client workstation in communication with said system server, wherein said client workstation is configured to:   receive said cross-referenced information from said system server,   display a list of incoming telephone calls, display said cross-referenced information in response in response to a user's selection of a call in said list,   receive updated caller information input by said user, and   pass said updated caller information to said system server.   
   
   
       2 . The system of  claim 1 , wherein:
 said system server is further configured to store said updated caller information in said database.   
   
   
       3 . The system of  claim 1 , further comprising:
 a telephony server in communication with said system server, wherein said telephony server is configured to provide said extracted information to said system server.   
   
   
       4 . The system of  claim 1 , wherein:
 said extracted information is ANI information.   
   
   
       5 . The system of  claim 1 , wherein:
 said extracted information is DNIS information.   
   
   
       6 . The system of  claim 1 , wherein:
 said incoming telephone call is placed to a special service number.   
   
   
       7 . The system of  claim 6 , wherein:
 said incoming telephone call is placed by a caller responding to an advertisement in a distributed media publication.   
   
   
       8 . The system of  claim 7 , wherein:
 said client workstation and said user are located at an office of an advertiser.   
   
   
       9 . The system of  claim 8 , wherein:
 said system is adapted for managing caller information for the multi-housing industry.   
   
   
       10 - 11 . (canceled) 
   
   
       12 . The system of  claim 1 , wherein:
 said system server is further configured to:   generate a report in response to a request received from said client workstation,   wherein said report comprises caller information, and   pass said report to said client workstation.   
   
   
       13 . The system of  claim 1 , wherein:
 said system server is further configured to:   retrieve a record in response to a request received from said client workstation, wherein said record comprises caller information, and   pass said record to said client workstation.   
   
   
       14 . The system of  claim 1 , further comprising:
 a computing device for monitoring performance of said system,   wherein said computing device is in communication with said system server,   wherein said computing device is configured to:   request transaction information from said system server,   receive said transaction information from said system server, and   display said transaction information to a developer.   
   
   
       15 . The system of  claim 1 , further comprising:
 a plurality of client workstations in communication with said system server.   
   
   
       16 . The system of  claim 15 , further comprising:
 a computing device for monitoring whether each of said client workstations is online, wherein said computing device is in communication with said system server, wherein said computing device is configured to:   request client workstation information from said system server,   receive said client workstation information from said system server, and   display said client workstation information to a developer.   
   
   
       17 . The system of  claim 1 , wherein:
 at least a portion of said caller information of said database comprises customer information of a walk-in customer.   
   
   
       18 . The system of  claim 1 , wherein:
 at least a portion of said caller information of said database comprises customer information of a caller customer.   
   
   
       19 . A method for managing telephone calls, comprising:
 viewing a list of incoming telephone calls;   selecting one of said telephone calls from said list;   answering said selected telephone call to conduct a telephone conversation;   viewing previously stored caller information pertaining to said selected telephone call during said telephone conversation;   entering additional caller information pertaining to said selected telephone call; and   saving said additional caller information.   
   
   
       20 . The method of  claim 19 , wherein:
 said method is performed by a user interacting with a user telephone and a client workstation.   
   
   
       21 . The method of  claim 19 , wherein:
 said user and said client workstation are located at an office of an advertiser.   
   
   
       22 . The method of  claim 19 , wherein:
 at least a portion of said previously stored caller information comprises customer information of a walk-in customer.   
   
   
       23 . The method of  claim 19 , wherein:
 at least a portion of said previously stored caller information comprises customer information of a caller customer.   
   
   
       24 - 46 . (canceled)