Method and system for enabling workers to communicate anonymously with their employers
First Claim
1. A computer-implemented method for handling communications from one or more users for one or more subscribers, the method comprising the steps of:
- (a) receiving a communication from a user;
(b) querying the user for information regarding the communication;
(c) receiving the information from the user in response to the querying;
(d) determining whether the communication is pertinent or non-pertinent based on the information received from the user;
(e) attempting to connect the user to a representative of a subscriber in real time, if the communication is determined to be pertinent; and
(f) processing the communication for non-real-time handling by a representative of a subscriber, if the communication is determined to be non-pertinent.
1 Assignment
0 Petitions
Accused Products
Abstract
Workers access the system, for example, by telephone, web browser, e-mail, or fax, without the assistance of a human intermediary, such as an operator. The system deploys parsing and sorting routines to ascertain the nature of a communication, determine how to handle the communication, and select a roster of representatives qualified to handle the communication. The system determines whether to connect telephone and web browser callers in real time to a qualified representative. The system permits callers to schedule a conference if no representative comes on line. The system can initiates a conference if callers trust the system to hold their telephone numbers. The system delivers e-mails, faxes, and messages from telephone and web browser callers to a qualified representative through an electronic mail system that also transmits replies to message boxes that callers can access anonymously. The system can be configured to transmit replies to e-mails and faxes. Default systems assure that all calls are eventually handled by a representative. The system assures anonymity by concealing the electronic addresses from which users access the system. The system also permits telephone callers to mask their voices by either (1) distorting their speech, (2) dictating streamed messages, or (3) substituting a computer generated voice for their voice.
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Citations
27 Claims
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1. A computer-implemented method for handling communications from one or more users for one or more subscribers, the method comprising the steps of:
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(a) receiving a communication from a user;
(b) querying the user for information regarding the communication;
(c) receiving the information from the user in response to the querying;
(d) determining whether the communication is pertinent or non-pertinent based on the information received from the user;
(e) attempting to connect the user to a representative of a subscriber in real time, if the communication is determined to be pertinent; and
(f) processing the communication for non-real-time handling by a representative of a subscriber, if the communication is determined to be non-pertinent. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 16, 17, 18, 19, 20, 21, 22, 23, 24)
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25. A machine-readable medium, having encoded thereon program code, wherein, when the program code is executed by a machine, the machine implements a method for handling communications from one or more users for one or more subscribers, the method comprising the steps of:
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(a) receiving a communication from a user;
(b) querying the user for information regarding the communication;
(c) receiving the information from the user in response to the querying;
(d) determining whether the communication is pertinent or non-pertinent based on the information received from the user;
(e) attempting to connect the user to a representative of a subscriber in real time, if the communication is determined to be pertinent; and
(f) processing the communication for non-real-time handling by a representative of a subscriber, if the communication is determined to be non-pertinent.
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26. A computer-based system for handling communications from one or more users for one or more subscribers, the system comprising a server configured to access one or more databases, wherein:
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(a) the server is configured to receive a communication from a user;
(b) the server is configured to query the user for information regarding the communication;
(c) the server is configured to receive the information from the user in response to the querying;
(d) the server is configured to determine whether the communication is pertinent or non-pertinent based on the information received from the user and information stored in at least one of the databases;
(e) the server is configured to attempt to connect the user to a representative of a subscriber in real time, if the communication is determined to be pertinent; and
(f) the server is configured to process the communication for non-real-time handling by a representative of a subscriber, if the communication is determined to be non-pertinent.
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27. A process for a subscriber to handle communications from one or more users, the process comprising the steps of:
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(1) engaging one or more representatives to handle the communications from the users; and
(2) subscribing to a service provided by a computer-based system configured to;
(a) receive a communication from a user;
(b) query the user for information regarding the communication;
(c) receive the information from the user in response to the querying;
(d) determine whether the communication is pertinent or non-pertinent based on the information received from the user;
(e) attempt to connect the user to a representative of the subscriber in real time, if the communication is determined to be pertinent; and
(f) process the communication for non-real-time handling by a representative of the subscriber, if the communication is determined to be non-pertinent.
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Specification