Multi-media communication management system with caller managed hold system

• US 20030059014A1
• Filed: 03/13/2002
• Published: 03/27/2003
• Est. Priority Date: 09/24/2001
• Status: Abandoned Application

• Current Assignee: Teleware Incorporated
• Original Assignee: Teleware Incorporated
• Inventors: Nebiker, Robert M., Ross, Rodney A.
• Application Number:
  US10/096,560
• Publication Number:
  US 20030059014A1
• Time in Patent Office: Days
• US Class Current: 379/201.01
• CPC Class Codes: H04L 51/00 User-to-user messaging in packet-switching networks, transmitted according to store-and-forward or real-time protocols, e.g. e-mail
• CPC Class Codes: H04L 51/56 Unified messaging, e.g. interactions between e-mail, instant messaging or converged IP messaging [CPM]
• CPC Class Codes: H04M 1/02 Constructional features of telephone sets
• CPC Class Codes: H04M 1/2473 Telephone terminals interfacing a personal computer, e.g. using an API (Application Programming Interface) details of API H04M7/0021
• CPC Class Codes: H04M 1/2478 Telephone terminals specially adapted for non-voice services, e.g. email, internet access centralized arrangements where telephones services are combined H04M7/0024; for recording text messages H04M3/5322; for accessing Internet H04M3/4938
• CPC Class Codes: H04M 1/2535 adapted for voice communication over an Internet Protocol [IP] network Voice over Internet Protocol (VoIP) network equipment and services H04M7/006; implementation or adaptation of Internet protocol [IP], of transmission control protocol [TCP] or of user datagram protocol [UDP] H04L69/16
• CPC Class Codes: H04M 1/72409 by interfacing with external accessories hands-free H04M1/60
• CPC Class Codes: H04M 2201/50 Telephonic communication in combination with video communication
• CPC Class Codes: H04M 2203/255 comprising a personalized user interface
• CPC Class Codes: H04M 2203/551 Call history
• CPC Class Codes: H04M 3/4285 Notifying, informing or entertaining a held party while on hold, e.g. Music On Hold
• CPC Class Codes: H04N 7/147 Communication arrangements, e.g. identifying the communication as a video-communication, intermediate storage of the signals selecting H04Q
• CPC Class Codes: H04W 76/10 Connection setup
• CPC Class Codes: H04W 88/02 Terminal devices

Abstract

The caller managed hold system enables a caller, when their incoming call is placed in a hold state, to manage the program materials that are transmitted to them. In addition, the identity of the caller and their customization of the program material choices are stored in memory to be used for any subsequent calls received from the caller. In this manner, the caller automatically receives a customized hold service whenever their call is placed in a hold state.

Claims

1. A multi-media communication management system for operation with a plurality of subscriber stations, the multi-media communication management system comprising:

a network communication circuit for multi-media communication with said plurality of subscriber stations;

a service provider interface, connected to said network communication circuit, for multimedia communication with a plurality of remote communication devices over a service provider network;

a control module for establishing communication sessions with said plurality of subscriber stations over said network communication circuit and remote communication devices over said service provider network, said control module comprising;

call hold module for placing a remote communication device, connected to said service provider network, in an on-hold state, and

hold program selection means, responsive to said remote communication device being in an on-hold state, for providing on hold program selected from a plurality of program sources in response to the remote communication device.

2. The multi-media communication management system of claim 1, wherein said control module further comprises:

caller identification means for identifying said remote communication device that is placed in an on-hold state;

a storage for storing data records, each record associates a remote communication devices to one of the plurality of program sources; and

wherein said hold program selection means comprises;

caller match means for determining whether said storage associates a program source to said identified remote communication device that is placed in an on-hold state.

3. The multi-media communication management system of claim 2, wherein said hold program selection means further comprises:

program modification means, responsive to a modification signal from the caller for providing a menu of program choices to the identified remote communication device to enable the caller at said identified remote communication device to input data to select an on hold program.

4. The multi-media communication management system of claim 3, wherein said hold program selection means further comprises:

means for determining whether said identified remote communication device has video phone capabilities; and

means for providing the menu of program choices in a video format if the identified remote communication device has video phone capabilities.

5. The multi-media communication management system of claim 2, wherein said hold program selection means further comprises:

storage for storing a plurality of files, each file including at least one of a compressed audio program and a compressed audio/video program.

6. The multi-media communication management system of claim 6, wherein said hold program selection means further comprises:

real time streaming media client means for receiving a real time streaming media multi-cast from a remote program server coupled to the service provider network.

7. A method of providing a hold service in a multi-media communication management system for operation with a plurality of subscriber stations, the multi-media communication management system comprising a network communication circuit for multi-media communication with said plurality of subscriber stations, a service provider interface, connected to said network communication circuit, for multimedia communication with a plurality of remote communication devices over a service provider network and a control module for establishing communication sessions with said plurality of subscriber stations over said network communication circuit and remote communication devices over said service provider network, said method comprising:

placing a remote communication device, connected to said service provider network, in an on-hold state, and

providing a hold program selected from a plurality of hold programs in response to the remote communication device being placed in the on hold state and in response to an identification of the remote communication device.

8. The method of providing a hold service in a multi-media communication management system of claim 7, further comprising:

reading caller ID information to identify said remote communication device that is placed in an on-hold state;

storing in a storage data records, each data record associating a remote communication devices to one of the plurality of hold program; and

determining whether said memory contains a data record corresponding to said identified remote communication device that is placed in an on-hold state.

9. The method of providing a hold service in a multi-media communication management system of claim 8, further comprising:

providing a menu of program choices to the identified remote communication device to enable the caller at said identified remote communication device to input data to select an on hold program.

10. The method of providing a hold service in a multi-media communication management system of claim 9, further comprising:

determining whether said identified remote communication device has video phone capabilities; and

providing the menu of program choices in a video format if the identified remote communication device has video phone capabilities.

11. The method of providing a hold service in a multi-media communication management system of claim 8, further comprising:

storing a plurality of files, each file including at least one of a compressed audio program and a compressed audio/video program.

12. The method of providing a hold service in a multi-media communication management system of claim 11, further comprising:

receiving a real time streaming media multi-cast from a remote program server coupled to the service provider network.