Systems and methods for expert communications

• US 20070274495A1
• Filed: 05/07/2007
• Published: 11/29/2007
• Est. Priority Date: 05/05/2006
• Status: Active Grant

• Current Assignee: Outlook Amusements, Inc.
• Original Assignee: Outlook Amusements, Inc.
• Inventors: Freeland, Jason, Youd, Timothy, Mahadevan, Vimalan
• Granted Patent: US 9,124,699 B2
• Time in Patent Office: Days
• US Class Current: 379/210.10
• CPC Class Codes: H04M 2203/2072 Schedules, e.g. personal calendars
• CPC Class Codes: H04M 3/5231 with call back arrangements
• CPC Class Codes: H04M 3/5238 with waiting time or load prediction arrangements

Abstract

Methods and systems for scheduling a communication between parties are presented. A system includes a wait-list module configured to determine and display information to a first party attempting to communicate with a second party. The system includes a wait-time prediction module configured to determine, based on the information determined by the wait-list module, an estimated wait time before the first party can be allowed to communicate with the second party. The system also includes a scheduling module configured to schedule a time when the first party can be allowed to communicate with the second party, wherein the scheduled time is determined by one of the first party and the second party based at least on the estimated wait time.

Claims

1. A system for scheduling a communication between parties, comprising:

a wait-list module configured to determine and display information to a first party attempting to communicate with a second party;

a wait-time prediction module configured to determine, based on the information determined by said wait-list module, an estimated wait time before said first party can be allowed to communicate with said second party; and

a scheduling module configured to schedule a time when said first party can be allowed to communicate with said second party, wherein said scheduled time is determined by one of said first party and said second party based at least on said estimated wait time.

2. The system-according to claim 1, wherein said wait-list module is configured to determine and display at least one of:

a calling-parties-breakdown list configured to display a party currently communicating with said second party, other parties waiting to communicate with said second party and said first party;

a length of time that each said party will communicate with said second party;

a total number of parties waiting to communicate with said second party; and

a total wait time for said first party to communicate with said second party.

3. The system according to claim 1, wherein said wait-time prediction module is configured to present said estimated wait time to said first party using display and/or sound.

4. The system according to claim 1, wherein said scheduling module is configured to cancel said time when said first party can be allowed to communicate with said second party.

5. The system according to claim 1, wherein said second party is an expert.

6. The system according to claim 1, wherein said scheduling module is further configured to confirm said time when said first party can be allowed to communicate with said second party.

7. The system according to claim 6, wherein when said time when said first party can be allowed to communicate with said second party is confirmed, said first party is configured to view:

said time when said first party can be allowed to communicate with said second party,

said wait time before said first party can be allowed to communicate with said second party, and

a position of said first party in a queue of other parties waiting to communicate with said second party.

8. The system according to claim 1, wherein said estimated wait time is configured to be determined using a predetermined business logic and a database containing information concerning historical behavior of communication between said second party and other parties.

9. The system according to claim 1, wherein said first party is configured to initiate communication with said second party at said time when said first party can be allowed to communicate with said second party.

10. The system according to claim 1, wherein said second party is configured to initiate communication with said first party at said time when said first party can be allowed to communicate with said second party.

11. The system according to claim 1, wherein said wait list module is configured to determine whether said second party accepts communication from said first party.

12. The system according to claim 1, wherein said scheduling module configured to schedule a time when said first party can be allowed to communicate with said second party substantially in real time.

22. The method according to claim 1, further comprises initiating communication with said second party by said first party.

13. A method of scheduling communications between parties, comprising the steps of:

generating a wait list configured to determine and display information to a first party attempting to communicate with a second party;

determining, based on the information determined by said wait-list module, an estimated wait time before said first party can be allowed to communicate with said second party; and

scheduling a time when said first party can be allowed to communicate with said second party, wherein said scheduled time is determined by one of said first party and said second party based at least on said estimated wait time.

14. The method according to claim 13, wherein said generating step further comprises determining and displaying at least one of:

a calling-parties-breakdown list configured to display a party currently communicating with said second party, other parties waiting to communicate with said second party and said first party;

a length of time that each said party will communicate with said second party;

a total number of parties waiting to communicate with said second party; and

a total wait time for said first party to communicate with said second party.

15. The method according to claim 13, wherein said determining further comprises presenting said estimated wait time to said first party using display and/or sound.

16. The method according to claim 13, wherein said scheduling further comprises canceling said time when said first party can be allowed to communicate with said second party.

17. The method according to claim 13, wherein said second party is an expert.

18. The method according to claim 13, wherein said scheduling further comprises confirming said time when said first party can be allowed to communicate with said second party.

19. The method according to claim 18, wherein said confirming further comprises displaying:

said time when said first party can be allowed to communicate with said second party,

said wait time before said first party can be allowed to communicate with said second party, and

a position of said first party in a queue of other parties waiting to communicate with said second party.

20. The method according to claim 13, further comprising determining said estimated wait time using a predetermined business logic and a database containing information concerning historical behavior of communication between said second party and other parties.

21. The method according to claim 13, further comprising initiating communication with said first party by said second party.

23. The method according to claim 13, further comprising determining whether said second party is configured to accept communication from said first party.

24. The method according to claim 13, wherein said scheduling further comprises scheduling a time when said first party can be allowed to communicate with said second party substantially in real time.