System and method for managing request priority in a telecommunications network

• US 20060245578A1
• Filed: 12/23/2005
• Published: 11/02/2006
• Est. Priority Date: 04/27/2005
• Status: Active Grant

• Current Assignee: AT&T Intellectual Property II LP (AT&T, Inc.)
• Original Assignee: AT&T Corporation (AT&T, Inc.)
• Inventors: Shahraray, Behzad, Renger, Bernard S., Nadji, Behzad, Bienfait, Roberta, Cox, Richard V.
• Granted Patent: US 7,929,686 B2
• Time in Patent Office: Days
• US Class Current: 379/265.20
• CPC Class Codes: H04M 3/4938 comprising a voice browser which renders and interprets, e.g. VoiceXML
• CPC Class Codes: H04M 7/003 Click to dial services

Abstract

A method and system for managing requests in a hold queue and the responses thereto are described. By providing a management system for handling requests in a call queue, a requesting party may be free to perform other tasks while waiting for a response. In addition, the management system may modify request priority independently of a party receiving the request. The method and system may further facilitate the entry of request related information by implementing an information database. The flexibility of a receiving party in responding to a request may also be enhanced through a greater selection of response options. The management system and method may further provide automatic backup and secondary options if a receiving party'"'"'s first option is unfeasible.

Claims

1. A method for prioritizing requests in a communications system, comprising the steps of:

receiving a first request having a first priority;

establishing a first connection with a receiving party, the first connection being placed in a first queue position;

associating the first request with the first connection;

receiving a second request having a second priority, wherein the second request is received after the first request;

establishing a second connection with a receiving party, the second connection being placed in a second queue position, the second queue position being lower than the first queue position;

associating the second request with the second connection;

determining whether the second priority is higher than the first priority; and

in response to a positive determination, associating the second request with the first connection and associating the first request with the second connection.

2. The method of claim 1, wherein the step of determining whether the second priority is higher than the first priority further comprises a manual determination by a requesting party.

3. The method of claim 1, wherein the step of determining whether the second priority is higher than the first priority further comprises an automatic determination based on pre-assigned priorities.

4. The method of claim 1, wherein the first priority and the second priority are assigned by a user.

5. The method of claim 1, wherein the step of associating the second request with the first connection and associating the first request with the second connection comprises the steps of:

transmitting a first message associated with the first request through the second connection; and

transmitting a second message associated with the second request through the first connection.

6. The method of claim 1, wherein the step of determining whether the second priority is higher than the first priority comprises determining whether a first priority value associated with the first request is greater than a second priority value associated with the second request.

7. The method of claim 1, wherein the step of determining whether the second priority is higher than the first priority comprises determining a first request category associated with the first request and a second request category associated with the second request.

8. A method for prioritizing requests in a communications system, comprising the steps of:

receiving a first request having a first priority;

establishing a first connection with a receiving party, the first connection being placed in a first queue position;

associating the first request with the first connection;

determining whether the first priority is greater than a second priority of a second request, the second request associated with a second connection, the second connection having a second queue position higher than the first queue position; and

in response to a positive determination, associating the second request with the first connection and associating the first request with the second connection.

9. The method of claim 8, wherein the step of determining whether the first priority is greater than the second priority further comprises a manual determination by a requesting party.

10. The method of claim 8, wherein the step of determining whether the first priority is greater than the second priority further comprises an automatic determination based on pre-assigned priorities.

11. The method of claim 8, wherein the first priority and the second priority are assigned by a requesting party.

12. The method of claim 8, wherein the step of associating the second request with the first connection and associating the first request with the second connection comprises the steps of:

transmitting a first message associated with the first request through the second connection; and

transmitting a second message associated with the second request through the first connection.

13. The method of claim 8, wherein the step of determining whether the first priority is greater than the second priority comprises determining whether a first priority value associated with the first request is greater than a second priority value associated with the second request.

14. The method of claim 8, wherein the step of determining whether the first priority is greater than the second priority comprises determining a first request category associated with the first request and a second request category associated with the second request.

15. A computer readable medium storing computer executable instructions that, when executed by a processor, cause a call management system to perform the steps of:

receiving a first request having a first priority;

establishing a first connection with a receiving party, the second connection being placed in a first queue position;

associating the second request with the second connection;

determining whether the first priority is greater than a second priority of a second request, the second request associated with a second connection, the second connection having a second queue position higher than the first queue position; and

in response to a positive determination, associating the second request with the first connection and associating the first request with the second connection.

16. The computer readable medium of claim 15, wherein the step of determining whether the first priority is greater than the second priority further comprises a manual determination by a requesting party.

17. The computer readable medium of claim 15, wherein the step of determining whether the first priority is greater than the second priority further comprises an automatic determination based on pre-assigned priorities.

18. The computer readable medium of claim 15, wherein the first priority and the second priority are assigned by a user.

19. The computer readable medium of claim 15, wherein the step of associating the second request with the first connection and associating the first request with the second connection comprises the steps of:

transmitting a first message associated with the first request through the second connection; and

transmitting a second message associated with the second request through the first connection.

20. The computer readable medium of claim 15, wherein the step of determining whether the first priority is greater than the second priority comprises determining whether a first priority value associated with the first request is greater than a second priority value associated with the second request.