US6456711B1
Expired / Lapsed
US
⏱️ 0.0 years remaining
Method for placing a call intended for an enhanced network user on hold while the enhanced network user is unavailable to take the call using a distributed feature architecture
Assignee: AT&T Inc
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Filing: 2000-12-12
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Granted: 2002-09-24
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Expires: 2020-12-12
Abstract
Abstract A method for placing a call intended for an enhanced network user on hold is disclosed. A calling party is enabled to select the type of information which is provided to the calling party while the calling party is on hold by using a Distributed Feature Network (DFN) architecture. The DFN includes a plurality of feature boxes with each feature box being created for the purpose of enabling a particular communication feature. A call intended for one of a group of ENUs is received by the DFN and an estimated hold time is determined for the call. The hold time is communicated to a caller associated with the call and the caller is provided with a list of options for information to be received by the caller while the caller is on hold. The caller's selection of a hold option is received by the DFN. A feature box is created for providing the caller with the selected information option, and the call is connected to the created feature box. When the DFN determines that one of the group of ENUs is available, the call is rerouted from the created feature box to the available ENU.
Inventors
- 👤 Eric Cheung
- 👤 Mark Jeffrey Foladare
- 👤 Shelley B. Goldman
- 👤 Gerald Michael Karam
- 👤 James Christopher Ramming
- 👤 Roy Philip Weber
Bibliographic Details
Application Number
—
Jurisdiction
US
Data Source
google_patents
Last Synchronized
2026-11-05 21:20
CPC Classifications
H; H04; H04M; H04M3/00; H04M3/42; H04M3/428; H04M3/4285; H04M2203/00; H04M2203/20; H04M2203/2011; H04M2242/00; H04M2242/22; H04M3/42025; H04M3/42034; H04M3/42059; H04M3/42085; H04M3/42093; H04M3/42314; H04M3/42323; H04M3/50; H04M3/51; H04M3/523; H04M7/00; H04M7/12; H04M7/1205; H04M7/121; H04M7/122; H04M7/1295
Claims Analysis
Total Claims: 15
Claim 1
Independent Claim
167 words
A method for placing a call intended for one of a group of Enhanced Network Users (ENUs) on hold in which a calling party selects the type of service which is provided to the calling party while the calling party is on hold, the call being placed to the ENU via a Distributed Feature Network (DFN), the DFN comprises a plurality of feature boxes, each feature box being created in response to a need for a particular communication feature, the method comprising the steps of: receiving a call intended for one of a group of ENUs; providing a caller associated with the call with a list of options for services to be engaged by the caller while the caller is on hold; receiving the caller's selection of a hold option; in response to the caller's selection, creating a feature box for providing the caller with the selected service option, the created feature box being added to the DFN; and connecting the call to the created feature box.
Claim 2
Independent Claim
167 words
A method for placing a call intended for one of a group of Enhanced Network Users (ENUs) on hold in which a calling party selects the type of service which is provided to the calling party while the calling party is on hold, the call being placed to the ENU via a Distributed Feature Network (DFN), the DFN comprises a plurality of feature boxes, each feature box being created in response to a need for a particular communication feature, the method comprising the steps of: receiving a call intended for one of a group of ENUs; providing a caller associated with the call with a list of options for services to be engaged by the caller while the caller is on hold; receiving the caller's selection of a hold option; in response to the caller's selection, creating a feature box for providing the caller with the selected service option, the created feature box being added to the DFN; and connecting the call to the created feature box.
Claim 3
Dependent Claim
35 words
The method of claim 1 further comprising the steps or: determining if one of the group of ENUs is available; and if available rerouting the call from the created feature box to the available ENU.
Claim 4
Dependent Claim
14 words
The method of claim 1 wherein the group of ENUs are call center agents.
Claim 5
Dependent Claim
14 words
The method of claim 1 wherein the service provides music to the calling party.
Claim 6
Dependent Claim
14 words
The method of claim 1 wherein the service provides news to the calling party.
Claim 7
Dependent Claim
17 words
The method of claim 1 wherein the service provides one or more advertisements to the calling party.
Claim 8
Dependent Claim
17 words
The method of claim 1 wherein the service provides one or more games to the calling party.
Claim 9
Dependent Claim
21 words
The method of claim 1 wherein the estimated hold time is determined by an Automatic Call Distributor (ACD) Feature Box (FB).
Claim 10
Dependent Claim
20 words
The method of claim 8 wherein said ACD FB also determines to which ENU the call is to be routed.
Claim 11
Dependent Claim
41 words
The method of claim 1 wherein said step of receiving a call intended for one of a group of ENUs further comprising the steps of: determining an estimated hold time for the call; and communicating the hold time to the caller.
Claim 12
Dependent Claim
26 words
The method of claim 1 wherein the service allows the calling party to request that an ENU call the calling party back at a later time.
Claim 13
Dependent Claim
18 words
The method of claim 11 wherein the ENU calls the calling party back when the ENU becomes available.
Claim 14
Dependent Claim
21 words
The method of claim 11 wherein the ENU calls the calling party back at a time selected by the calling party.
Claim 15
Dependent Claim
25 words
The method of claim 11 wherein the ENU calls the calling party back at a time mutually convenient to the ENU and the calling party.
References Cited (Backward Citations)
USPTO Annuity & Maintenance Windows
| Annuity Stage | Window Opens | Payment Deadline | Surcharge Period Until | Estimated Fee | Status |
|---|---|---|---|---|---|
| 3.5 Years (Year 4) | 2005-09-23 | 2006-03-25 | 2006-09-24 | $2000.00 | Window Closed / Lapsed |
| 7.5 Years (Year 8) | 2009-09-23 | 2010-03-25 | 2010-09-24 | $3760.00 | Window Closed / Lapsed |
| 11.5 Years (Year 12) | 2013-09-23 | 2014-03-25 | 2014-09-24 | $7700.00 | Window Closed / Lapsed |