Patent ID: 8184797
Filing Date: 2012-05-22
Classification: H04M

Abstract:
1. A system for directory assistance searches, comprising: a database storing data; a software system operatively connected to the database for matching data from an incoming communications device call to the data stored by the database; a software portion from the software system for tracking a relevancy score relating to Quality of Customer Service or Satisfaction (QOCS), the relevancy score determined by parameters comprising the data from the database; and, the incoming call is routed according to the relevancy score; a plurality of incoming calls are routed by the software system to a plurality of called parties and the relevancy score relating to QOCS is tracked for each of the plurality of called parties; and, the relevancy score is a weighted sum of the parameters, and the parameters are historic data derived from previous incoming calls to the called parties; and, a communications device for transmitting the data of the communications device call, the communications device selected from the group consisting of a plain old telephone service (POTS), landline telephone handset, handheld wireless mobile phone, cell phone, personal digital assistant (PDA) connected to make telephone calls, Skype-based device, and web-based internet browser connected to make telephone calls; the software portion rates the plurality of called parties according to the relevancy scores, with the rating enabling ranking of the called parties; and, the relevancy score parameters are selected from the group consisting of average call length, an average historic relevancy score (AHRS) including the average call length, a differential historic relevancy score (DHRS) including the average call length, number of calls, an AHRS including the number of calls and a DHRS including the number of calls, and; wherein the data from the communications device call is matched with data residing in a database, and the incoming call may be routed by the software system.