Call holding management
First Claim
Patent Images
1. A system, comprising:
- at least one processor; and
a memory coupled to the at least one processor and storing instructions that, when executed by the at least one processor, perform a method, comprising;
detecting an electronic communication between a first communication device and a second communication device;
determining an identifier associated with the second communication device;
determining an audible communication holding routine associated with the second communication device based, at least in part, on the identifier associated with the second communication device;
monitoring the electronic communication to automatically determine whether the electronic communication is put on hold by the second communication device based, at least in part, on detecting that the audible communication holding routine is included in the electronic communication, said detecting the audible communication holding routine being performed by using an audio pattern signature of the audible communication holding routine; and
when it is determined that the electronic communication is put on hold, presenting one or more communication holding options to the first communication device.
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Abstract
A system or a method may be provided that automatically distinguishes between a hold status and when someone live is talking on the phone. For example, the caller'"'"'s phone may detect when the call holding has ended and a customer service representative is now actually on the line. The phone may alert the user to pick up the call at that time, such as utilizing a call-back mechanism. In an embodiment, the system may analyze and learn the various call holding music or recordings of call centers. The system may detect when the call holding music or recording ends in a telephone call and may alert the user.
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Citations
20 Claims
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1. A system, comprising:
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at least one processor; and a memory coupled to the at least one processor and storing instructions that, when executed by the at least one processor, perform a method, comprising; detecting an electronic communication between a first communication device and a second communication device; determining an identifier associated with the second communication device; determining an audible communication holding routine associated with the second communication device based, at least in part, on the identifier associated with the second communication device; monitoring the electronic communication to automatically determine whether the electronic communication is put on hold by the second communication device based, at least in part, on detecting that the audible communication holding routine is included in the electronic communication, said detecting the audible communication holding routine being performed by using an audio pattern signature of the audible communication holding routine; and when it is determined that the electronic communication is put on hold, presenting one or more communication holding options to the first communication device. - View Dependent Claims (2, 3, 4, 5, 6, 7)
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8. A method, comprising:
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detecting an electronic communication between a first communication device and a second communication device; determining an identifier associated with the second communication device; determining an audible communication holding routine associated with the second communication device based, at least in part, on the identifier associated with the second communication device; automatically determining whether the electronic communication is put on hold by the second communication device based, at least in part, on the audible communication holding routine associated with the second communication device and a comparison with an audio pattern signature of the audible communication holding routine; and when it is determined that the electronic communication is put on hold, presenting one or more communication holding options to the first communication device. - View Dependent Claims (9, 10, 11, 12, 13, 14)
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15. A non-transitory computer-readable storage medium encoding computer-executable instructions that, when executed by a processor, perform a method, comprising:
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monitoring an electronic communication between a first device and a second device; determining an audible communication holding routine associated with the communication device based, at least in part, on an identifier associated with the second device; automatically determining when a hold is applied to the electronic communication based, at least in part, on detecting the audible communication holding routine associated with the second device by performing a comparison between an audio pattern signature of the audible communication routine with the electronic communication; and when it is determined that the hold has been applied, presenting one or more communication holding options to the first device. - View Dependent Claims (16, 17, 18, 19, 20)
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Specification