Methods, systems, and products for managing communications

• US 20070121873A1
• Filed: 11/18/2005
• Published: 05/31/2007
• Est. Priority Date: 11/18/2005
• Status: Abandoned Application

• Current Assignee: Bellsouth Intellectual Property Corporation (AT&T, Inc.)
• Original Assignee: Bellsouth Intellectual Property Corporation (AT&T, Inc.)
• Inventors: Koch, Robert, Medlin, Jennifer
• Application Number:
  US11/282,545
• Publication Number:
  US 20070121873A1
• Time in Patent Office: Days
• US Class Current: 379/210.10
• 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 3/51 Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing

Abstract

Methods, systems, and products are disclosed for managing communications. One such method receives a communication from a sender. The communication is queued in a queue. Prior to removing the communication from the queue, the sender is provided with identifying information of a recipient to whom the communication will be communicated.

Claims

1. A method of managing communications, comprising:

receiving a communication from a sender;

queuing the communication in a queue; and

prior to removing the communication from the queue, providing the sender with information related to a recipient to whom the communication will be communicated.

2. A method according to claim 1, further comprising predicting what recipient will become available to receive the communication, and providing that predicted recipient'"'"'s identifying information to the sender.

3. A method according to claim 1, further comprising communicating an alert to the sender, the alert notifying the sender that the recipient is about to become available, the alert comprising the name of the recipient.

4. A method according to claim 1, further comprising communicating an alert to the sender, the alert informing the sender of information that will be needed by the recipient.

5. A method according to claim 1, further comprising providing the sender an option to re-enter the queue, such that when the communication sequences to a first position in the queue, the sender has the option to re-enter the queue at a different position.

6. A method according to claim 1, further comprising providing the sender an option to re-enter the queue, such that when the communication sequences to a first position in the queue, the sender has the option to wait an additional time before communicating with the recipient.

7. A method according to claim 1, wherein the communication is an incoming call received from a caller, the call is queued in the queue, the queue is sequenced, and, prior to removing the call from the queue, the caller is provided with a name of the recipient to whom the call will be communicated.

8. A system, comprising:

a queuing application stored in memory; and

a processor communicating with the memory,

the processor receiving a communication from a sender and queuing the communication in a queue, and, prior to removing the communication from the queue, the processor provides the sender with identifying information of a recipient to whom the communication will be communicated.

9. A system according to claim 8, wherein the queuing application predicts what recipient will become available to receive the communication, and the queuing application communicates that predicted recipient'"'"'s identifying information to the sender.

10. A system according to claim 8, wherein the queuing application further communicates an alert to the sender, the alert notifying the sender that the recipient is about to become available, the alert comprising the name of the recipient.

11. A system according to claim 8, wherein the queuing application further communicates an alert to the sender, the alert informing the sender of information that will be needed by the recipient.

12. A system according to claim 8, wherein the queuing application further provides the sender an option to re-enter the queue, such that when the communication sequences to a first position in the queue, the sender has the option to re-enter the queue at a different position.

13. A system according to claim 8, wherein the queuing application further provides the sender an option to re-enter the queue, such that when the communication sequences to a first position in the queue, the sender has the option to wait an additional time before communicating with the recipient.

14. A system according to claim 8, wherein the communication is an incoming call received from a caller, the call is queued in the queue, the queue is sequenced, and, prior to removing the call from the queue, the caller is provided a name of the recipient to whom the call will be communicated.

15. A computer program product comprising computer-readable instructions for performing the steps:

receiving a communication from a sender;

queuing the communication in a queue; and

prior to removing the communication from the queue, providing the sender identifying information of a recipient to whom the communication will be communicated.

16. A computer program product according to claim 15, further comprising instructions for predicting what recipient will become available to receive the communication, and providing that predicted recipient'"'"'s identifying information to the sender.

17. A computer program product according to claim 15, further comprising instructions for communicating an alert to the sender, the alert notifying the sender that the recipient is about to become available, the alert comprising the name of the recipient.

18. A computer program product according to claim 15, further comprising instructions for communicating an alert to the sender, the alert informing the sender of information that will be needed by the recipient.

19. A computer program product according to claim 15, further comprising instructions for at least one of:

i) providing the sender an option to re-enter the queue, such that when the communication sequences to a first position in the queue, the sender has the option to re-enter the queue at a different position; and

ii) providing the sender an option to re-enter the queue, such that when the communication sequences to a first position in the queue, the sender has the option to wait an additional time before communicating with the recipient.

20. A computer program product according to claim 15, wherein the communication is an incoming call received from a caller, the call is queued in the queue, the queue is sequenced, and, prior to removing the call from the queue, the caller is provided a name of the recipient to whom the call will be communicated.