Patent ID: 7778398
Filing Date: 2010-08-17
Classification: H04M

Abstract:
1. A method of creating a record of a communication disposition, comprising: receiving a request for support from a customer; presenting a data field for entry of information identifying the customer; presenting a menu of options that allow an agent to make selections describing the customer's request for support; populating a preformatted note with the selections received from the agent, the preformatted note having fields corresponding to the menu of options, with the preformatted note formed by populating a particular field with a corresponding selection by the agent; receiving notes from the agent describing the customer's request for support; including the notes in the preformatted note; periodically discarding a character from the notes unless the character is a space between two adjacent words such that each word in the notes is limited in character length; and storing the preformatted note as a record of the customer's request for support, wherein the preformatted note has a standardized format for all agents.