System and method for call routing and enabling interaction between callers with calls positioned in a queue
First Claim
Patent Images
1. A method comprising:
- receiving a telephone call from a first caller;
determining a category of the telephone call;
determining at least one keyword associated with the telephone call;
determining a conversation involving a second caller; and
enabling the first caller to participate in the conversation involving the second caller.
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Accused Products
Abstract
According to at least one embodiment of the present invention, a method and apparatus are provided for enabling a caller on hold to listen to one or more ongoing calls. The method includes receiving an incoming call, determining a subject category and at least one keyword associated with the incoming call, and determining an ongoing call based on the subject category and the at least one keyword. In one embodiment, keywords associated with calls may be stored in a database.
72 Citations
29 Claims
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1. A method comprising:
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receiving a telephone call from a first caller;
determining a category of the telephone call;
determining at least one keyword associated with the telephone call;
determining a conversation involving a second caller; and
enabling the first caller to participate in the conversation involving the second caller. - 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, 25, 26, 27, 28)
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29. A device for processing a telephone call, comprising:
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means for receiving a telephone call from a first caller;
means for determining a category of the telephone call;
means for determining at least one keyword associated with the telephone call;
means for determining a conversation involving a second caller; and
means for enabling the first caller to participate in the conversation involving the second caller.
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Specification