Patent US6178240B1 successfully refreshed from Google Patents.
US6178240B1
Expired / Lapsed
US
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Method and apparatus for entertaining callers in a queue
Assignee: Walker Digital LLC
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Filing: 1999-11-05
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Granted: 2001-01-23
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Expires: 2019-11-05
Abstract
Abstract A system for entertaining a caller placed in a queue of a call center is disclosed that allows the caller to access a plurality of entertainment options while on hold. The entertainment options permit the caller to (i) place a call to a third party while on hold; or (ii) access one or more premium entertainment services while on hold. A PBX/ACD receives the calls destined for the call center, and queues the calls when an appropriate attendant is not available. An IVRU prompts a caller for specific information and forwards the collected information to the PBX/ACD. The IVRU provides the caller with a menu of available entertainment options which can be accessed by the caller while the caller is on hold. The PBX/ACD establishes a connection between the caller and the selected entertainment service. The call is then transferred to an available attendant with any data that may be required to process the call.
Inventors
- 👤 Jay S. Walker
- 👤 James A. Jorasch
- 👤 Thomas M. Sparico
Bibliographic Details
Application Number
—
Jurisdiction
US
Data Source
google_patents
Last Synchronized
2026-11-08 01:06
CPC Classifications
H; H04; H04M; H04M3/00; H04M3/42; H04M3/428; H04M3/4285; H04M3/50; H04M3/51; H04M3/523; H04M2203/00; H04M2203/20; H04M2203/2011; H04M2203/25; H04M2203/251; H04M2203/253; H04M2203/254; H04M2242/00; H04M2242/06; H04M2242/22; H04M3/22; H04M3/2218; H04M3/38; H04M3/42025; H04M3/42034; H04M3/42059; H04M3/487; H04M3/493; H04M3/4938; H04M3/5166; H04M3/5232; H04M3/5233; H04M3/5238; H04M7/00; H04M7/12; H04Q; H04Q3/00; H04Q3/72
Claims Analysis
Total Claims: 27
Claim 1
Independent Claim
60 words
A method of entertaining a caller placed in a queue, comprising: receiving an incoming telephone call from the caller to an attendant; placing the call in the queue; receiving from the caller an indication of a third party other than the attendant; and arranging a connection between the caller and the third party while the call is in the queue.
Claim 2
Independent Claim
60 words
A method of entertaining a caller placed in a queue, comprising: receiving an incoming telephone call from the caller to an attendant; placing the call in the queue; receiving from the caller an indication of a third party other than the attendant; and arranging a connection between the caller and the third party while the call is in the queue.
Claim 3
Dependent Claim
19 words
The method of claim 1 , further comprising forwarding the call to the attendant when the attendant is available.
Claim 4
Dependent Claim
19 words
The method of claim 1 , further comprising arranging for the caller to provide a payment for the connection.
Claim 5
Dependent Claim
21 words
The method of claim 1 , further comprising announcing the anticipated amount of time the call will be in the queue.
Claim 6
Dependent Claim
11 words
The method of claim 4 , wherein said announcing is periodic.
Claim 7
Dependent Claim
16 words
The method of claim 4 , further comprising maintaining the connection after the attendant becomes available.
Claim 8
Dependent Claim
17 words
The method of claim 1 , wherein said arranging is performed only for certain classes of callers.
Claim 9
Dependent Claim
23 words
The method of claim 1 , wherein said arranging is not performed if the caller has previously made fraudulent usage of another connection.
Claim 10
Independent Claim
81 words
A device for entertaining a caller placed in a queue, comprising: a processor; and a storage device coupled to said processor and storing instructions adapted to be executed by said processor to: receive an incoming telephone call from the caller to an attendant; place the call in the queue; receive from the caller an indication of a third party other than the attendant; and arrange a connection between the caller and the third party while the call is in the queue.
Claim 11
Independent Claim
81 words
A device for entertaining a caller placed in a queue, comprising: a processor; and a storage device coupled to said processor and storing instructions adapted to be executed by said processor to: receive an incoming telephone call from the caller to an attendant; place the call in the queue; receive from the caller an indication of a third party other than the attendant; and arrange a connection between the caller and the third party while the call is in the queue.
Claim 12
Dependent Claim
32 words
The device of claim 9 , wherein said storage device further stores instructions adapted to be executed by said processor to forward the call to the attendant when the attendant is available.
Claim 13
Dependent Claim
32 words
The device of claim 9 , wherein said storage device further stores instructions adapted to be executed by said processor to arrange for the caller to provide a payment for the connection.
Claim 14
Dependent Claim
34 words
The device of claim 9 , wherein said storage device further stores instructions adapted to be executed by said processor to announce the anticipated amount of time the call will be in the queue.
Claim 15
Dependent Claim
11 words
The device of claim 12 , wherein the announcement is periodic.
Claim 16
Dependent Claim
29 words
The device of claim 9 , wherein said storage device further stores instructions adapted to be executed by said processor to maintain the connection after the attendant becomes available.
Claim 17
Dependent Claim
17 words
The device of claim 9 , wherein the arranging is performed only for certain classes of callers.
Claim 18
Dependent Claim
23 words
The device of claim 9 , wherein the arranging is not performed if the caller has previously made fraudulent usage of another connection.
Claim 19
Independent Claim
75 words
A medium storing instructions adapted to be executed by a processor to perform a method for entertaining a caller placed in a queue, said method comprising: receiving an incoming telephone call from the caller to an attendant; placing the call in the queue; receiving from the caller an indication of a third party other than the attendant; and arranging a connection between the caller and the third party while the call is in the queue.
Claim 20
Independent Claim
75 words
A medium storing instructions adapted to be executed by a processor to perform a method for entertaining a caller placed in a queue, said method comprising: receiving an incoming telephone call from the caller to an attendant; placing the call in the queue; receiving from the caller an indication of a third party other than the attendant; and arranging a connection between the caller and the third party while the call is in the queue.
Claim 21
Dependent Claim
22 words
The medium of claim 17 , wherein said method further comprises forwarding the call to the attendant when the attendant is available.
Claim 22
Dependent Claim
22 words
The medium of claim 17 , wherein said method further comprises arranging for the caller to provide a payment for the connection.
Claim 23
Dependent Claim
24 words
The medium of claim 17 , wherein said method further comprises announcing the anticipated amount of time the call will be in the queue.
Claim 24
Dependent Claim
11 words
The medium of claim 20 , wherein said announcing is periodic.
Claim 25
Dependent Claim
19 words
The medium of claim 17 , wherein said method further comprises maintaining the connection after the attendant becomes available.
Claim 26
Dependent Claim
17 words
The medium of claim 17 , wherein said arranging is performed only for certain classes of callers.
Claim 27
Dependent Claim
23 words
The medium of claim 17 , wherein said arranging is not performed if the caller has previously made fraudulent usage of another connection.
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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) | 2004-01-23 | 2004-07-24 | 2005-01-23 | $2000.00 | Window Closed / Lapsed |
| 7.5 Years (Year 8) | 2008-01-23 | 2008-07-24 | 2009-01-23 | $3760.00 | Window Closed / Lapsed |
| 11.5 Years (Year 12) | 2012-01-23 | 2012-07-24 | 2013-01-23 | $7700.00 | Window Closed / Lapsed |