US5978467A
Expired / Lapsed
US
⏱️ 0.0 years remaining
Method and apparatus for enabling interaction between callers with calls positioned in a queue
Assignee: Inventor Holdings LLC
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Filing: 1997-04-11
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Granted: 1999-11-02
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Expires: 2017-04-11
Abstract
Abstract The call handling system incorporating the invention is directed at: queuing a call when no agent is available to service the call; giving the caller an option to monitor (but not participate in) other caller conversations with similar queries, or to listen to recorded calls involving similar queries; querying a database using collected initial information as a search key(s) to retrieve a similar call currently being serviced or a recorded call; and connecting the caller to a communication channel to allow the monitoring of a call while not losing place in the queue for a next available agent. In a further embodiment of the invention, the caller is given a further option to enter a "chat room" where callers having like problems can converse until an agent becomes available.
Inventors
- 👤 Jay S. Walker
- 👤 James A. Jorasch
- 👤 Thomas M. Sparico
Bibliographic Details
Application Number
—
Jurisdiction
US
Data Source
google_patents
Last Synchronized
2026-11-04 01:50
CPC Classifications
H; H04; H04M; H04M3/00; H04M3/42; H04M3/50; H04M3/51; H04M3/5166; H04M3/523; H04M2203/00; H04M2203/20; H04M2203/2011; H04M3/20; H04M3/42221; H04M3/487; H04M3/493; H04M3/56; H04M3/568; H04M3/569
Claims Analysis
Total Claims: 37
Claim 1
Independent Claim
109 words
A method for processing calls requesting information on a plurality of subjects, comprising the steps of: a) arranging call identifiers in a queue; b) providing a message to a first caller having a question about a subject, whose call identifier is present in said queue, said message offering an option for the first caller to participate in a live or recorded conversation by at least listening to a conversation related to said subject, wherein said conversation is an in-progress call between an agent and a caller; and c) responding to said caller's acceptance of said offer by arranging for said first caller to at least listen to said conversation.
Claim 2
Independent Claim
109 words
A method for processing calls requesting information on a plurality of subjects, comprising the steps of: a) arranging call identifiers in a queue; b) providing a message to a first caller having a question about a subject, whose call identifier is present in said queue, said message offering an option for the first caller to participate in a live or recorded conversation by at least listening to a conversation related to said subject, wherein said conversation is an in-progress call between an agent and a caller; and c) responding to said caller's acceptance of said offer by arranging for said first caller to at least listen to said conversation.
Claim 3
Dependent Claim
66 words
The method as recited in claim 1, wherein step b) comprises the further steps of: b1) requesting said first caller to identify a subject about which the first caller is calling; and b2) comparing a subject identified by said first caller with subject categories of currently in-progress calls and choosing one in-progress call having a subject category that includes said subject identified by said first caller.
Claim 4
Dependent Claim
24 words
The method as recited in claim 1, wherein step c) enables said first caller to monitor said in-progress call and not to intervene therein.
Claim 5
Dependent Claim
56 words
The method as recited in claim 1, comprising the further step of: d) responding to an indication by said first caller of a desire to change to another monitored call, by arranging for said first caller to listen in on another in-progress call having a subject category that includes said subject identified by said first caller.
Claim 6
Independent Claim
109 words
A method for processing calls requesting information on a plurality of subjects, comprising the steps of: a) arranging call identifiers in a queue; b) providing a message to a first caller having a question about a subject, whose call identifier is present in said queue, said message offering an option for the first caller to participate in a live or recorded conversation by at least listening to a conversation related to said subject, wherein said conversation is a recorded call between an agent and a caller; and c) responding to said caller's acceptance of said offer by arranging for said first caller to at least listen to said conversation.
Claim 7
Independent Claim
109 words
A method for processing calls requesting information on a plurality of subjects, comprising the steps of: a) arranging call identifiers in a queue; b) providing a message to a first caller having a question about a subject, whose call identifier is present in said queue, said message offering an option for the first caller to participate in a live or recorded conversation by at least listening to a conversation related to said subject, wherein said conversation is a recorded call between an agent and a caller; and c) responding to said caller's acceptance of said offer by arranging for said first caller to at least listen to said conversation.
Claim 8
Dependent Claim
43 words
The method as recited in claim 5, wherein step c) responds to said first caller's acceptance of said offer by arranging for said first caller to listen in on said conversation by selecting a call from a recorded set of previously held calls.
Claim 9
Dependent Claim
73 words
The method as recited in claim 6, wherein step b) comprises the further steps of: b1) requesting said first caller to identify a subject about which the first caller is calling; and b2) comparing a subject identified by said first caller with subject categories of a recorded set of previously held calls and choosing one of said previously held calls having a subject category that includes said subject identified by said first caller.
Claim 10
Independent Claim
133 words
A system for processing of received calls directed to a plurality of agents, comprising: call distribution means for arranging call identifiers in a queue and for outputting a message transmission signal; voice response means operative in accord with said message transmission signal from said call distribution means, for providing a message to a caller whose call identifier is present in said queue, said message offering an option for the caller to at least listen to a conversation relating to a subject category that matches a subject about which said caller is calling, wherein said conversation is an in-progress call between an agent and a previous caller; and said call distribution means being responsive to said caller's acceptance of said option by arranging for said caller to at least listen in on said conversation.
Claim 11
Independent Claim
133 words
A system for processing of received calls directed to a plurality of agents, comprising: call distribution means for arranging call identifiers in a queue and for outputting a message transmission signal; voice response means operative in accord with said message transmission signal from said call distribution means, for providing a message to a caller whose call identifier is present in said queue, said message offering an option for the caller to at least listen to a conversation relating to a subject category that matches a subject about which said caller is calling, wherein said conversation is an in-progress call between an agent and a previous caller; and said call distribution means being responsive to said caller's acceptance of said option by arranging for said caller to at least listen in on said conversation.
Claim 12
Dependent Claim
63 words
The system as recited in claim 8, wherein said call distribution means causes a request to be made of said caller to identify a subject about which the caller is calling, and compares a subject identified by said caller with subject categories of currently in-progress calls and chooses one in-progress call having a subject category that includes said subject identified by said caller.
Claim 13
Dependent Claim
24 words
The system as recited in claim 8, wherein said caller is only enabled to monitor said one in-progress call and not to intervene therein.
Claim 14
Dependent Claim
55 words
The system as recited in claim 8, wherein said call distribution means is further responsive to an indication by said caller of a desire to change to another a monitored call, to arrange for said caller to listen in on another in-progress call having a subject category that includes said subject identified by said caller.
Claim 15
Independent Claim
133 words
A system for processing of received calls directed to a plurality of agents, comprising: call distribution means for arranging call identifiers in a queue and for outputting a message transmission signal; voice response means operative in accord with said message transmission signal from said call distribution means, for providing a message to a caller whose call identifier is present in said queue, said message offering an option for the caller to at least listen to a conversation relating to a subject category that matches a subject about which said caller is calling, wherein said conversation is an recorded call between an agent and a previous caller; and said call distribution means being responsive to said caller's acceptance of said option by arranging for said caller to at least listen in on said conversation.
Claim 16
Independent Claim
133 words
A system for processing of received calls directed to a plurality of agents, comprising: call distribution means for arranging call identifiers in a queue and for outputting a message transmission signal; voice response means operative in accord with said message transmission signal from said call distribution means, for providing a message to a caller whose call identifier is present in said queue, said message offering an option for the caller to at least listen to a conversation relating to a subject category that matches a subject about which said caller is calling, wherein said conversation is an recorded call between an agent and a previous caller; and said call distribution means being responsive to said caller's acceptance of said option by arranging for said caller to at least listen in on said conversation.
Claim 17
Dependent Claim
73 words
The system as recited in claim 12, wherein said call distribution means responds to said caller's acceptance of said offer by requesting said caller to identify a subject about which the caller is calling, and compares a subject identified by said caller with subject categories of a recorded set of previously held calls and chooses one of said previously held calls having a subject category that includes said subject identified by said caller.
Claim 18
Dependent Claim
136 words
An automatic call distributor (ACD) operative in combination with a voice response unit to process received calls directed to a plurality of agents, comprising: a) means for arranging call identifiers in a queue; b) means, operational in accord with predetermined criteria, for outputting a message transmission signal which causes said voice response unit to provide a message to a first caller having a question about a subject and a call identifier in said queue, said message offering an option for the first caller to listen at least to a conversation relating to said subject, wherein said conversation is an in-progress call between an agent and a caller; and c) means responsive to said means b) indicating acceptance by said first caller of said offer, for arranging for said first caller to listen in on said conversation.
Claim 19
Dependent Claim
136 words
An automatic call distributor (ACD) operative in combination with a voice response unit to process received calls directed to a plurality of agents, comprising: a) means for arranging call identifiers in a queue; b) means, operational in accord with predetermined criteria, for outputting a message transmission signal which causes said voice response unit to provide a message to a first caller having a question about a subject and a call identifier in said queue, said message offering an option for the first caller to listen at least to a conversation relating to said subject, wherein said conversation is an in-progress call between an agent and a caller; and c) means responsive to said means b) indicating acceptance by said first caller of said offer, for arranging for said first caller to listen in on said conversation.
Claim 20
Dependent Claim
66 words
The ACD as recited in claim 14, wherein means b) causes said voice response unit to request said first caller to identify a subject about which the first caller is calling, and then compares a subject identified by said first caller with subject categories of currently in-progress calls and chooses one in-progress call having a subject category that includes said subject identified by said first caller.
Claim 21
Dependent Claim
26 words
The ACD as recited in claim 14, wherein said means c) enables said first caller to monitor said one in-progress call and not to intervene therein.
Claim 22
Dependent Claim
54 words
The ACD as recited in claim 19, further comprising: d) means for responding to an indication by said first caller of a desire to change to another call, by arranging for said first caller to listen in on another in-progress call having a subject category that includes said subject identified by said first caller.
Claim 23
Dependent Claim
136 words
An automatic call distributor (ACD) operative in combination with a voice response unit to process received calls directed to a plurality of agents, comprising: a) means for arranging call identifiers in a queue; b) means, operational in accord with predetermined criteria, for outputting a message transmission signal which causes said voice response unit to provide a message to a first caller having a question about a subject and a call identifier in said queue, said message offering an option for the first caller to listen at least to a conversation relating to said subject, wherein said conversation is a recorded call between an agent and a caller; and c) means responsive to said means b) indicating acceptance by said first caller of said offer, for arranging for said first caller to listen in on said conversation.
Claim 24
Dependent Claim
136 words
An automatic call distributor (ACD) operative in combination with a voice response unit to process received calls directed to a plurality of agents, comprising: a) means for arranging call identifiers in a queue; b) means, operational in accord with predetermined criteria, for outputting a message transmission signal which causes said voice response unit to provide a message to a first caller having a question about a subject and a call identifier in said queue, said message offering an option for the first caller to listen at least to a conversation relating to said subject, wherein said conversation is a recorded call between an agent and a caller; and c) means responsive to said means b) indicating acceptance by said first caller of said offer, for arranging for said first caller to listen in on said conversation.
Claim 25
Dependent Claim
82 words
The automatic call distributor as recited in claim 18, wherein said means b) causes said voice response unit to request said first caller to identify a subject about which the first caller is calling, and said means c) further compares a subject identified by said first caller with subject categories of a recorded set of previously held calls and chooses one of said recorded set of previously held calls having a subject category that includes said subject identified by said first caller.
Claim 26
Independent Claim
88 words
A method of accessing a limited availability telephone information provider, comprising the steps of: a) calling said telephone information provider to inquire about a subject and receiving a place in a queue of other callers awaiting access to said information; b) receiving an offer to at least listen to a conversation relating to said subject, wherein said conversation relating to said subject is a call that is accessed from a set of prerecorded calls; and c) accepting said offer and thereafter at least listening in on said conversation.
Claim 27
Independent Claim
88 words
A method of accessing a limited availability telephone information provider, comprising the steps of: a) calling said telephone information provider to inquire about a subject and receiving a place in a queue of other callers awaiting access to said information; b) receiving an offer to at least listen to a conversation relating to said subject, wherein said conversation relating to said subject is a call that is accessed from a set of prerecorded calls; and c) accepting said offer and thereafter at least listening in on said conversation.
Claim 28
Independent Claim
91 words
A method of accessing a limited availability telephone information provider, comprising the steps of: a) calling said telephone information provider to inquire about a subject and receiving a place in a queue of other callers awaiting access to said information; b) receiving an offer to at least listen to a conversation relating to said subject, wherein said conversation is between an agent and another caller relating to said subject and is a call that is currently in-progress; and c) accepting said offer and thereafter at least listening in on said conversation.
Claim 29
Independent Claim
91 words
A method of accessing a limited availability telephone information provider, comprising the steps of: a) calling said telephone information provider to inquire about a subject and receiving a place in a queue of other callers awaiting access to said information; b) receiving an offer to at least listen to a conversation relating to said subject, wherein said conversation is between an agent and another caller relating to said subject and is a call that is currently in-progress; and c) accepting said offer and thereafter at least listening in on said conversation.
Claim 30
Dependent Claim
124 words
A memory media for controlling a computer system to perform call processing, said memory media comprising: a) means for controlling said computer system to arrange call identifiers in a queue; b) means for controlling said computer system to provide a message to a first caller having a question about a subject, whose call identifier is present in said queue, said message offering an option for the first caller, at least, to listen to another conversation relating to said subject, wherein said conversation is an in-progress call between an agent and a caller; and c) means for controlling said computer system to respond to acceptance by said first caller of said offer by arranging for said first caller to listen in on said another conversation.
Claim 31
Dependent Claim
124 words
A memory media for controlling a computer system to perform call processing, said memory media comprising: a) means for controlling said computer system to arrange call identifiers in a queue; b) means for controlling said computer system to provide a message to a first caller having a question about a subject, whose call identifier is present in said queue, said message offering an option for the first caller, at least, to listen to another conversation relating to said subject, wherein said conversation is an in-progress call between an agent and a caller; and c) means for controlling said computer system to respond to acceptance by said first caller of said offer by arranging for said first caller to listen in on said another conversation.
Claim 32
Dependent Claim
68 words
The memory media as recited in claim 22, wherein means b) further controls said computer system to: b1) request said first caller to identify a subject about which the first caller is calling; and b2) compare a subject identified by said first caller with subject categories of currently in-progress calls and choose one in-progress call having a subject category that includes said subject identified by said first caller.
Claim 33
Dependent Claim
32 words
The memory media as recited in claim 22, wherein means c) further controls said computer system to enable said first caller to monitor said one in-progress call and not to intervene therein.
Claim 34
Dependent Claim
62 words
The memory media as recited in claim 22, further comprising: d) means for controlling said computer system to respond to an indication by said first caller of a desire to change to another a monitored call, by arranging for said first caller to listen in on another in-progress call having a subject category that includes said subject identified by said first caller.
Claim 35
Dependent Claim
124 words
A memory media for controlling a computer system to perform call processing, said memory media comprising: a) means for controlling said computer system to arrange call identifiers in a queue; b) means for controlling said computer system to provide a message to a first caller having a question about a subject, whose call identifier is present in said queue, said message offering an option for the first caller, at least, to listen to another conversation relating to said subject, wherein said conversation is a recorded call between an agent and a caller; and c) means for controlling said computer system to respond to acceptance by said first caller of said offer by arranging for said first caller to listen in on said another conversation.
Claim 36
Dependent Claim
124 words
A memory media for controlling a computer system to perform call processing, said memory media comprising: a) means for controlling said computer system to arrange call identifiers in a queue; b) means for controlling said computer system to provide a message to a first caller having a question about a subject, whose call identifier is present in said queue, said message offering an option for the first caller, at least, to listen to another conversation relating to said subject, wherein said conversation is a recorded call between an agent and a caller; and c) means for controlling said computer system to respond to acceptance by said first caller of said offer by arranging for said first caller to listen in on said another conversation.
Claim 37
Dependent Claim
75 words
The memory media as recited in claim 26, wherein means c) further controls said computer system to request said first caller to identify a subject about which the first caller is calling, and to compare a subject identified by said first caller with subject categories of a recorded set of previously held calls and to choose one of said previously held calls having a subject category that includes said subject identified by said first caller.
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USPTO Annuity & Maintenance Windows
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| 3.5 Years (Year 4) | 2002-11-01 | 2003-05-03 | 2003-11-02 | $2000.00 | Window Closed / Lapsed |
| 7.5 Years (Year 8) | 2006-11-01 | 2007-05-03 | 2007-11-02 | $3760.00 | Window Closed / Lapsed |
| 11.5 Years (Year 12) | 2010-11-01 | 2011-05-03 | 2011-11-02 | $7700.00 | Window Closed / Lapsed |