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

• US 20020071541A1
• Filed: 12/12/2000
• Published: 06/13/2002
• Est. Priority Date: 12/12/2000
• Status: Active Grant

• Current Assignee: AT&T Corporation (AT&T, Inc.)
• Original Assignee: AT&T Corporation (AT&T, Inc.)
• Inventors: Cheung, Eric, Ramming, James Christopher, Karam, Gerald Michael, Weber, Roy Philip, Goldman, Shelley B., Foladare, Mark Jeffrey
• Granted Patent: US 6,456,711 B1
• Time in Patent Office: Days
• US Class Current: 379/215.01
• CPC Class Codes: H04M 2203/2011 Service processing based on information specified by a party before or during a call, e.g. information, tone or routing selection
• CPC Class Codes: H04M 2242/22 Automatic class or number identification arrangements
• CPC Class Codes: H04M 3/42059 Making use of the calling party identifier
• CPC Class Codes: H04M 3/42093 Notifying the calling party of information on the called or connected party
• CPC Class Codes: H04M 3/42323 PBX's with CTI arrangements
• CPC Class Codes: H04M 3/4285 Notifying, informing or entertaining a held party while on hold, e.g. Music On Hold
• CPC Class Codes: H04M 3/523 with call distribution or queueing
• CPC Class Codes: H04M 7/122 where the PSTN/ISDN access is used as an access to networks other than PSTN/ISDN access arrangements to networks other than PSTN/ISDN H04M7/0066; access arrangements to public data networks H04L12/2856
• CPC Class Codes: H04M 7/1295 Details of dual tone multiple frequency signalling

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.

Claims

1. 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 of a plurality of feature boxes, each feature box being created for the purpose of enabling 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;

creating a feature box for providing the caller with the selected service option; and

connecting the call to the created feature box.

2. 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.

3. The method of claim 1 wherein the group of ENUs are call center agents.

4. The method of claim 1 wherein the service provides music to the calling party.

5. The method of claim 1 wherein the service provides news to the calling party.

6. The method of claim 1 wherein the service provides one or more advertisements to the calling party.

7. The method of claim 1 wherein the service provides one or more games to the calling party.

8. The method of claim 1 wherein the estimated hold time is determined by an Automatic Call Distributor (ACD) Feature Box (FB).

9. The method of claim 8 wherein said ACD FB also determines to which ENU the call is to be routed.

10. 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.

11. 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.

12. The method of claim 11 wherein the ENU calls the calling party back when the ENU becomes available.

13. The method of claim 11 wherein the ENU calls the calling party back at a time selected by the calling party.

14. 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.