Method and system for telephone wait user interface selection
1 Assignment
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Accused Products
Abstract
In the method of the present invention, a customer of a service provider would be placed in hold while waiting to speak to a customer service representative. The method and system of the invention would recognize the telephone number of the caller using a “caller ID” system. If this call is the first time the caller has ever called, the caller would be presented with an audible listing of listening choices that would include but not be limited to the latest news, the weather (of the caller'"'"'s location), financial headlines, or a selection of music stations (via cable radio, for example). The caller would then speak or type his/her preference into the keypad and the selection would be played. If the caller does not like the selection, the caller can then speak another selection or type the new selection as many times as the caller prefers. The caller selection is recorded in a caller preference database. Finally, when the same customer calls one or more additional times, the system would retain the caller'"'"'s number and preferred listening selection, based on caller ID value. The listening selection would automatically be played on subsequent calls.
30 Citations
20 Claims
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15. A method for creating a caller preference database for use in determining the listening preference of a caller comprising the steps of:
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receiving a call;
identifying the telephone number of the call;
determining whether it is necessary to place a caller in a hold queue;
determining whether the caller desires to hear a listening option while in the queue;
when the caller desires to hear listening options, creating a record for each identified telephone number, the record comprising fields for the telephone number area code, the telephone number and the listening preference of the caller;
presenting listening options to the caller;
detecting selected listening options of the caller;
recording a listening option selected by the caller in the caller listening preference field of the created record;
storing the record in the caller record in the database, the database having a set of sub-directories in the caller database base on the area code of the caller telephone number; and
repeating above said steps for each newly identified caller telephone number. - View Dependent Claims (16, 17)
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18. A computer program product in a computer readable storage medium for creating a caller preference database for use in determining the listening preference of a caller comprising:
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instructions for receiving a call;
instructions for identifying the telephone number of the call;
instructions for determining whether it is necessary to place a caller in a hold queue;
instructions for determining whether the caller desires to hear a listening option while in the queue;
when the caller desires to hear listening options, instructions for creating a record for each identified telephone number, the record comprising fields for the telephone number area code, the telephone number and the listening preference of the caller;
instructions for presenting listening options to the caller;
instructions for detecting selected listening options of the caller;
instructions for recording a listening option selected by the caller in the caller listening preference field of the created record;
instructions for storing the record in the caller record in the database, the database having a set of sub-directories in the caller database base on the area code of the caller telephone number; and
instructions for repeating above said steps for each newly identified caller telephone number. - View Dependent Claims (19, 20)
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Specification