CALL FEATURES FOR AUTOMATIC CALL DISTRIBUTION SYSTEM

• US 20110096918A1
• Filed: 12/30/2010
• Published: 04/28/2011
• Est. Priority Date: 12/27/1999
• Status: Abandoned Application

• Current Assignee: RPX Clearinghouse LLC (RPX Corporation)
• Original Assignee: RPX Clearinghouse LLC (RPX Corporation)
• Inventors: Lee, Michael C.G.
• Application Number:
  US12/982,542
• Publication Number:
  US 20110096918A1
• Time in Patent Office: Days
• US Class Current: 379/252
• CPC Class Codes: H04M 2203/2011 Service processing based on information specified by a party before or during a call, e.g. information, tone or routing selection
• 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 3/5166 in combination with interactive voice response systems or voice portals, e.g. as front-ends
• CPC Class Codes: H04M 3/5191 interacting with the Internet
• CPC Class Codes: H04M 3/523 with call distribution or queueing

Abstract

Call features for an Automatic Call Distribution (ACD) system implemented within a packet-based telephone environment are disclosed. Within a packet-based network, data messages are transferred between the ACD system and customer telephone stations while the customer waits for an attendant to become available. These data messages allow the customer to be informed of his/her current status within the priority order and further allows the customer to initiate a number of customer oriented operations. These operations include selecting music to listen to while waiting, requesting to be alerted when an attendant becomes available, and initiating a browser session for accessing data information. Overall, the status reports in combination with the initiating of one or more of the customer oriented operations can make the time spent waiting for an attendant a more productive and pleasant experience for the customer.

Claims

1-35. -35. (canceled)

36. A method of operating a telecommunications terminal, the method comprising:

receiving an attendant-ready indication from a remote system;

initiating a voice call in response to receipt of the attendant-ready indication; and

alerting a user of the telecommunications terminal to the call initiation.

37. A method as defined in claim 36 wherein alerting the user of the telecommunications terminal to the call initiation comprises audibly alerting the user of the telecommunications terminal to the call initiation.

38. A method as defined in claim 37, wherein audibly alerting the user of the telecommunications terminal to the call initiation comprises audibly alerting the user of the telecommunications terminal with a first ring tone which is distinct from a ring tone used to alert the user of the telecommunications terminal to an incoming call.

39. A method as defined in claim 36, wherein alerting the user of the telecommunications terminal to the call initiation comprises sending a page to the user.

40. A method as defined in claim 36, wherein alerting the user of the telecommunications terminal to the call initiation comprises sending an email to the user.

41. A method as defined in claim 36, wherein initiating the voice call comprises initiating a voice call to an Automatic Call Distribution (ACD) system.

42. A method as defined in claim 41, wherein the remote system is the ACD system.

43. A method as defined in claim 36, further comprising sending an alert request message to the remote system before receiving the attendant-ready indication.

44. A method as defined in claim 43, wherein sending the alert request message comprises sending at least one predetermined DTMF tone to the remote system.

45. A method as defined in claim 43, further comprising receiving waiting parameters for display at the terminal from the remote system after sending the alert request message.

46. A method as defined in claim 45, wherein the waiting parameters comprise at least one of an estimated waiting time, a position of the user in a queue and an average length of time for a call.

47. A method as defined in claim 44, further comprising displaying a call alert mode icon at the terminal between sending the alert request message and receiving the attendant-ready indication.

48. A method as defined in claim 43, further comprising maintaining a connection to the remote system between sending the alert request message and receiving the attendant-ready indication.

49. A method as defined in claim 43, further comprising sending information to the remote system indicating how to send an attendant-ready indication to the telecommunications terminal.

50. A method as defined in claim 49, wherein the information sent to the remote system indicating how to send an attendant-ready indication is a recorded voice message.

51. A method as defined in claim 50, wherein sending information to the remote system indicating how to send an attendant-ready indication is sent periodically until an attendant-ready indication is received.

52. A telecommunications terminal, comprising:

a receiver operable to receive an attendant-ready indication from a remote system;

call control logic operable to initiate a voice call in response to receipt of the attendant-ready indication; and

an alerter operable to alert a user of the telecommunications terminal to initiation of the voice call.

53. A terminal as defined in claim 52 wherein the alerter is operable to audibly alert the user of the telecommunications terminal.

54. A terminal as defined in claim 53, wherein the alerter is operable to audibly alert the user of the telecommunications terminal with a first ring tone which is distinct from a ring tone used to alert the user of the telecommunications terminal to an incoming call.

55. A terminal as defined in claim 52, wherein the alerter is operable to alert the user of the telecommunications terminal by sending a page to the user.

56. A terminal as defined in claim 52, wherein the alerter is operable to alert the user of the telecommunications terminal by sending an email to the user.

57. A terminal as defined in claim 52, wherein the call control logic is operable to initiate a voice call to an Automatic Call Distribution (ACD) system.

58. A terminal as defined in claim 57, wherein the receiver is operable to receive the attendant-ready indication from the ACD system.

59. A terminal as defined in claim 52, further comprising a transmitter operable to send an alert request message to the remote system before receiving the attendant-ready indication.

60. A terminal as defined in claim 59, wherein the transmitter is operable to send the alert request message by sending at least one predetermined DTMF tone to the remote system.

61. A terminal as defined in claim 60, wherein the receiver is operable to receive waiting parameters for display at the telecommunications terminal from the remote system after sending the alert request message.

62. A terminal as defined in claim 61, wherein the waiting parameters comprise at least one of an estimated waiting time, a position of the user in a queue and an average length of time for a call.

63. A terminal as defined in claim 59, further comprising a display operable to display a call alert mode icon when the telecommunications terminal is in a call alert mode.

64. A terminal as defined in claim 60, wherein the call control logic is operable to maintain a connection to the remote system between sending the alert request message and receiving the attendant-ready indication.

65. A terminal as defined in claim 60, wherein the transmitter is operable to send information to the remote system indicating how to send an attendant-ready indication to the telecommunications terminal.

66. A terminal as defined in claim 65, wherein the transmitter is operable to send a recorded voice message to the remote system indicating how to send an attendant-ready indication.

67. A terminal as defined in claim 66, wherein the transmitter is operable to send the information to the remote system indicating how to send an attendant-ready indication periodically until an attendant-ready indication is received.