US5627884A
Expired / Lapsed
US
⏱️ 0.0 years remaining
Method for returning inbound calls
Assignee: CYBER Q ACQUISITIONS (NOW KNOWN AS VIRTUAL HOLD TECHNOLOGY LLC) LLC
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Filing: 1995-06-26
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Granted: 1997-05-06
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Expires: 2015-06-26
Abstract
Abstract Caller information is automatically taken from a caller on hold, the call disconnected and the call returned at the time when the caller would have been serviced had the caller stayed on hold. The caller's number is verified and either DTMF or verbal extension information is used to reconnect the call.
Inventors
- 👤 Mark J. Williams
- 👤 Gregory A. Nightingale
- 👤 Todd A. Randolph
Bibliographic Details
Application Number
—
Jurisdiction
US
Data Source
google_patents
Last Synchronized
2026-11-05 21:17
CPC Classifications
H; H04; H04M; H04M3/00; H04M3/42; H04M3/50; H04M3/51; H04M3/48; H04M3/523; H04M2242/00; H04M2242/22; H04M3/42025; H04M3/42034; H04M3/42059; H04M3/487; H04M3/5231; H04Q; H04Q3/00; H04Q3/72
Claims Analysis
Total Claims: 9
Claim 1
Independent Claim
233 words
A method for electronically processing a holding inbound telephone call placed by a caller having a called telephone number and a caller name, said method comprising: determining caller information, said determining caller information including: transmitting an automatic number identification telephone number by speech to said caller for verification and if said automatic number identification number is not accepted by the caller, using a caller supplied telephone number as said caller telephone number; prompting said caller for said caller name, and recording said caller name; prompting said caller for an indication of no extension, a machine dialable extension, or a verbal extension and recording said indication and said machine dialable extension or said verbal extension, if any; and entering said caller information in a callback queue; disconnecting said inbound telephone call; using said caller information from said callback queue to place a callback call to said caller, wherein said step of using said caller information includes: if no extension is indicated, dialing said caller telephone number and audibly addressing said caller by said caller name; if a machine dialable extension is indicated, dialing said caller telephone number and machine dialable extension and audibly addressing said caller by said caller name; or if a verbal extension is indicated, dialing said caller telephone number, audibly requesting said verbal extension and audibly addressing said caller by said caller name; and connecting a free agent to said caller.
Claim 2
Independent Claim
233 words
A method for electronically processing a holding inbound telephone call placed by a caller having a called telephone number and a caller name, said method comprising: determining caller information, said determining caller information including: transmitting an automatic number identification telephone number by speech to said caller for verification and if said automatic number identification number is not accepted by the caller, using a caller supplied telephone number as said caller telephone number; prompting said caller for said caller name, and recording said caller name; prompting said caller for an indication of no extension, a machine dialable extension, or a verbal extension and recording said indication and said machine dialable extension or said verbal extension, if any; and entering said caller information in a callback queue; disconnecting said inbound telephone call; using said caller information from said callback queue to place a callback call to said caller, wherein said step of using said caller information includes: if no extension is indicated, dialing said caller telephone number and audibly addressing said caller by said caller name; if a machine dialable extension is indicated, dialing said caller telephone number and machine dialable extension and audibly addressing said caller by said caller name; or if a verbal extension is indicated, dialing said caller telephone number, audibly requesting said verbal extension and audibly addressing said caller by said caller name; and connecting a free agent to said caller.
Claim 3
Dependent Claim
29 words
A method according to claim 1, wherein said connecting is made to occur at a time when said free agent would have been connected to the holding inbound call.
Claim 4
Independent Claim
198 words
A method for electronically processing a holding inbound telephone call placed by a caller having a caller telephone number and a caller name, said method comprising: determining caller information, said determining caller information including: determining said caller telephone number; prompting said caller for said caller name and recording said caller name; prompting said caller for an indication of no extension, a machine dialable extension, or a verbal extension and recording said indication and said machine dialable extension or said verbal extension, if any; entering said caller information in a callback queue; disconnecting said inbound telephone call; using said caller information from said callback queue to place a callback call to said caller, said step of using said caller information including: if no extension is indicated, dialing said caller telephone number and audibly addressing said caller by said caller name; if a machine dialable extension is indicated, dialing said caller telephone number and machine dialable extension and audibly addressing said caller by said caller name; or if a verbal extension is indicated, dialing said caller telephone number, audibly requesting said verbal extension and audibly addressing said caller by said caller name; and connecting a free agent to said caller.
Claim 5
Independent Claim
198 words
A method for electronically processing a holding inbound telephone call placed by a caller having a caller telephone number and a caller name, said method comprising: determining caller information, said determining caller information including: determining said caller telephone number; prompting said caller for said caller name and recording said caller name; prompting said caller for an indication of no extension, a machine dialable extension, or a verbal extension and recording said indication and said machine dialable extension or said verbal extension, if any; entering said caller information in a callback queue; disconnecting said inbound telephone call; using said caller information from said callback queue to place a callback call to said caller, said step of using said caller information including: if no extension is indicated, dialing said caller telephone number and audibly addressing said caller by said caller name; if a machine dialable extension is indicated, dialing said caller telephone number and machine dialable extension and audibly addressing said caller by said caller name; or if a verbal extension is indicated, dialing said caller telephone number, audibly requesting said verbal extension and audibly addressing said caller by said caller name; and connecting a free agent to said caller.
Claim 6
Dependent Claim
52 words
A method according to claim 3, wherein said step of determining caller information includes transmitting an automatic number identification telephone number by speech to said caller for verification and if said automatic number identification number is not accepted by the caller, using a caller supplied telephone number as said caller telephone number.
Claim 7
Dependent Claim
29 words
A method according to claim 3, wherein said connecting is made to occur at a time when said free agent would have been connected to the holding inbound call.
Claim 8
Independent Claim
244 words
A method for electronically processing a holding inbound telephone call placed by a caller having a caller telephone number and a caller name, said method comprising: determining caller information, said determining caller information including: transmitting an automatic number identification telephone number by speech to said caller for verification and if said automatic number identification number is not accepted by the caller, using a caller supplied telephone number as said caller telephone number prompting said caller for said caller name and recording said caller name; prompting said caller for an indication of no extension, a machine dialable extension, or a verbal extension and recording said indication and said machine dialable extension or said verbal extension, if any; entering said caller information in a callback queue; disconnecting said inbound telephone call; using said caller information from said callback queue to place a callback call to said caller, said step of using said caller information including: if no extension is indicated, dialing said caller telephone number and audibly addressing said caller by said caller name; if a machine dialable extension is indicated, dialing said caller telephone number and machine dialable extension and audibly addressing said caller by said caller name; or if a verbal extension is indicated, dialing said caller telephone number, audibly requesting said verbal extension and addressing said caller by said caller name; and connecting an agent to said caller at a time when said agent would have been connected to the holding inbound call.
Claim 9
Independent Claim
244 words
A method for electronically processing a holding inbound telephone call placed by a caller having a caller telephone number and a caller name, said method comprising: determining caller information, said determining caller information including: transmitting an automatic number identification telephone number by speech to said caller for verification and if said automatic number identification number is not accepted by the caller, using a caller supplied telephone number as said caller telephone number prompting said caller for said caller name and recording said caller name; prompting said caller for an indication of no extension, a machine dialable extension, or a verbal extension and recording said indication and said machine dialable extension or said verbal extension, if any; entering said caller information in a callback queue; disconnecting said inbound telephone call; using said caller information from said callback queue to place a callback call to said caller, said step of using said caller information including: if no extension is indicated, dialing said caller telephone number and audibly addressing said caller by said caller name; if a machine dialable extension is indicated, dialing said caller telephone number and machine dialable extension and audibly addressing said caller by said caller name; or if a verbal extension is indicated, dialing said caller telephone number, audibly requesting said verbal extension and addressing said caller by said caller name; and connecting an agent to said caller at a time when said agent would have been connected to the holding inbound call.
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USPTO Annuity & Maintenance Windows
| Annuity Stage | Window Opens | Payment Deadline | Surcharge Period Until | Estimated Fee | Status |
|---|---|---|---|---|---|
| 3.5 Years (Year 4) | 2000-05-05 | 2000-11-04 | 2001-05-06 | $2000.00 | Window Closed / Lapsed |
| 7.5 Years (Year 8) | 2004-05-05 | 2004-11-04 | 2005-05-06 | $3760.00 | Window Closed / Lapsed |
| 11.5 Years (Year 12) | 2008-05-05 | 2008-11-04 | 2009-05-06 | $7700.00 | Window Closed / Lapsed |