Patent ID: 7539295
Filing Date: 2009-05-26
Classification: H04L,H04M

Abstract:
1. A method for creating and maintaining threads of electronic communications comprising: accepting an electronic-communication call from a caller, the electronic communication call handled by a call-receiving system; determining if the caller is a new caller or a previous caller by determining if a prior-caller user identification is contained within the call-receiving system; responsive to determining that the caller is a new caller, responsive to determining that the caller is a known previous caller to the call-receiving system, obtaining and verifying a known-caller user identification and determining whether the known previous caller is calling about a new issue; responsive to determining that the known previous caller is calling about an existing issue, responsive to determining that a caller-provided thread identification was entered by the known previous caller, automatically incorporating the caller-provided thread identification into further communications related to the call, the caller-provided thread identification facilitating authentication of the call; responsive to determining that a caller-provided thread identification was not entered by the known previous caller,