Multimode service communication configuration
View Patent ↗Processing customer communications may include receiving a communication from a customer device via a first communication medium, retrieving a customer record associated with the customer device, designating the communication as an active status, transmitting an option display link to the customer device via a second communication medium different from the first communication medium, receiving at least one selection from the customer device and identifying a purpose of the communication based on the at least one selection, updating the customer record to indicate multiple modes of communication compliance and to permit additional communication messages to be forwarded to the customer device, and elevating a status of the customer record based on the multiple modes of communication compliance.
1. A method comprising:
receiving, by a receiver of a call processing server, a communication from a customer device via a first communication medium;
retrieving, by a processor associated with processing logic of a network platform associated with the call processing server, a customer record associated with the customer device;
designating, by the processor, the communication as an active status;
transmitting, by a transmitter of the call processing server, an option display link to the customer device via a second communication medium different from the first communication medium;
receiving, by a receiver of the call processing server, at least one selection from the customer device and identifying a purpose of the communication based on the at least one selection;
updating, by the processor, the customer record to indicate multiple modes of communication compliance and to permit additional communication messages to be forwarded to the customer device; and
elevating, by the processor, a status of the customer record based on the multiple modes of communication compliance.
2. The method of claim 1 , further comprising:
receiving an option display selection from the customer device;
initiating an application on the customer device; and
displaying content on the customer device related to the at least one display selection.
3. The method of claim 2 , further comprising:
receiving a content selection from the customer device; and
displaying content via the application on the customer device.
4. The method of claim 3 , further comprising:
transmitting a confirmation message to the customer device confirming the content selection; and
receiving a call terminating selection.
5. The method of claim 4 , further comprising:
terminating the active call status responsive to receiving the call terminating selection.
6. The method of claim 1 , wherein the call terminating selection comprises at least one of a new appointment, a prescription refill and a physician confirmation.
7. The method of claim 1 , further comprising:
notifying the customer device the active call has matured;
logging the present status information of the content displayed on the customer device related to the at least one display selection;
creating a message summary comprising the present status information; and
transmitting the message summary to the customer device.
8. An apparatus, comprising:
a receiver of a call processing server, configured to receive a communication from a customer device via a first communication medium;
a processor configured to:
retrieve a customer record associated with the customer device,
designate the communication as an active status;
a transmitter of the call processing server, configured to transmit an option display link to the customer device via a second communication medium different from the first communication medium, and
wherein the receiver is also configured to receive at least one selection from the customer device and identifying a purpose of the communication based on the at least one selection, and
wherein the processor is also configured to:
update the customer record to indicate multiple modes of communication compliance and to permit additional communication messages to be forwarded to the customer device, and
elevate a status of the customer record based on the multiple modes of communication compliance.
9. The apparatus of claim 8 , wherein the receiver is further configured to receive an option display selection from the customer device, and the processor is further configured to initiate an application on the customer device, and display content on the customer device related to the at least one display selection.
10. The apparatus of claim 9 , wherein the receiver is further configured to receive a content selection from the customer device, and the processor is further configured to display content via the application on the customer device.
11. The apparatus of claim 10 , wherein the transmitter is further configured to transmit a confirmation message to the customer device confirming the content selection, and the receiver is further configured to receive a call termination selection.
12. The apparatus of claim 11 , wherein the processor is further configured to terminate the active call status responsive to receiving the call termination selection.
13. The apparatus of claim 11 , wherein the call termination selection comprises at least one of a new appointment, a prescription refill and a physician confirmation.
14. The apparatus of claim 8 , wherein the processor is further configured to
notify the customer device the active call has matured,
log the present status information of the content displayed on the customer device related to the at least one display selection,
create a message summary comprising the present status information, and
wherein the transmitter is configured to transmit the message summary to the customer device.
15. A non-transitory computer readable storage medium configured to store instructions that when executed causes a processor to perform:
receiving, by a receiver of a call processing server, a communication from a customer device via a first communication medium;
retrieving a customer record associated with the customer device;
designating the communication as an active status;
transmitting, by a receiver of a call processing server, an option display link to the customer device via a second communication medium different from the first communication medium;
receiving at least one selection from the customer device and identifying a purpose of the communication based on the at least one selection;
updating the customer record to indicate multiple modes of communication compliance and to permit additional communication messages to be forwarded to the customer device; and
elevating a status of the customer record based on the multiple modes of communication compliance.
16. The non-transitory computer readable storage medium of claim 15 , wherein the processor is further configured to perform:
receiving an option display selection from the customer device;
initiating an application on the customer device; and
displaying content on the customer device related to the at least one display selection.
17. The non-transitory computer readable storage medium of claim 16 , wherein the processor is further configured to perform:
receiving a content selection from the customer device; and
displaying content via the application on the customer device.
18. The non-transitory computer readable storage medium of claim 17 , wherein the processor is further configured to perform:
transmitting a confirmation message to the customer device confirming the content selection; and
receiving a call terminating selection.
19. The non-transitory computer readable storage medium of claim 18 , wherein the processor is further configured to perform:
terminating the active call status responsive to receiving the call terminating selection.
20. The non-transitory computer readable storage medium of claim 15 , wherein the processor is further configured to perform:
notifying the customer device the active call has matured;
logging the present status information of the content displayed on the customer device related to the at least one display selection;
creating a message summary comprising the present status information; and
transmitting the message summary to the customer device, and wherein the call terminating selection comprises at least one of a new appointment, a prescription refill and a physician confirmation.