Coordinated voice and data display having temporary storage of transaction data

• US 5,040,208 A
• Filed: 11/03/1989
• Issued: 08/13/1991
• Est. Priority Date: 11/03/1989
• Status: Expired due to Term

• Current Assignee: International Business Machines Corporation
• Original Assignee: International Business Machines Corporation
• Inventors: Jolissaint, Charles H.
• Primary Examiner(s): Dwyer, James L.
• Application Number:
  US07/432,144
• Time in Patent Office: 648 Days
• Field of Search: 379/201, 379/209, 379/67, 379/88, 379/89, 379/210, 379/211, 379/212, 379/213, 379/265, 379/266, 379/96
• US Class Current: 379/210.01
• CPC Class Codes: H04M 3/48 Arrangements for recalling a calling subscriber when the wanted subscriber ceases to be busy
• 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 3/5183 Call or contact centers with computer-telephony arrangements
• CPC Class Codes: H04M 3/5231 with call back arrangements
• CPC Class Codes: H04Q 11/0407 using a stored programme control
• CPC Class Codes: H04Q 2213/13072 Sequence circuits for call signaling, ACD systems
• CPC Class Codes: H04Q 2213/13103 Memory
• CPC Class Codes: H04Q 2213/13173 Busy signals
• CPC Class Codes: H04Q 2213/13175 Graphical user interface [GUI], WWW interface, visual indication
• CPC Class Codes: H04Q 2213/1322 PBX

Abstract

Method and apparatus for processing a telephone call to suspend the call in anticipation of resuming the call at a time in future. A system 10 is disclosed of the type having a plurality of telephones 18 managed by a CBX 14 and a plurality of display terminals 16 managed by a Host processor 12. The CBX 14 is communicatively coupled to the Host processor 12. A caller is prompted to enter information expressive of a time when the caller desires to resume a call and this information is stored. Other information previously obtained from the caller is also stored in anticipation of resuming the call. At the time specified by the caller the call is reestablished and is directed to a telephone 18 associated with an agent. The other information previously stored is recalled and displayed to the agent, thereby providing the agent with a complete record of the information gathered up to the time that the call was suspended.

Claims

1. A method of processing a telephone call to suspend the call in anticipation of resuming the call at a time in the future, the method comprising the steps of:

in response to a telephone call placed by a caller to a destination having a call processing system, the call being placed at a time when there is no call processing resource that is currently available to communicate with the caller,

interrogating the caller with the call processing system to determine if (a) the caller desires to maintain the call connection until such time as a call processing resource is available, or if (b) the caller desires to terminate the call connection and to be called back at some future time when a call processing resource is available;

in response to the caller indicating that the call connection is to be maintained,

placing the caller in a call hold queue means pending availability of a call processing resource;

or

in response to the caller indicating that the call connection is to be terminated,

prompting the caller to enter information that is expressive at least of a time when the caller desires to resume the call;

storing the information entered by the caller;

storing other information received from the caller, if any, prior to a suspension of the call;

reestablishing the telephone call at a time indicated by the information entered by the caller, the reestablished telephone call being directed to a telephone associated with a call processing resource;

recalling the other information previously stored; and

providing the other information to the call processing resource.

2. A method as set forth in claim 1 wherein the step of reestablishing the telephone call is initiated by a digital switch means and includes a step of sending a message indicating that the call has been reestablished, the message being sent from the digital switch means to a processing means.

3. A method as set forth in claim 2 wherein the step of reestablishing the telephone call is initiated by the digital switch means in response to the caller having previously invoked a Callback or a Camp-on request.

4. A method as set forth in claim 1 wherein the step of reestablishing the telephone call is initiated by a processing means and includes a step of sending a message to reestablish the call from the processing means to a digital switch means.

5. A method as set forth in claim 1 wherein the step of sending a message includes a further step of displaying information on a display screen associated with an agent, the displayed information notifying the agent that the telephone call is being reestablished.

6. A method as set forth in claim 1 wherein the step of reestablishing the telephone call is initiated by a processing means and includes a step of sending a message to an agent instructing the agent to reestablish the call.

7. A method as set forth in claim 1 wherein the step of prompting includes a step of transmitting the information from a digital switch means to a processing means.

8. Apparatus for processing a telephone call to suspend the call in anticipation of resuming the call at a time in future, the apparatus comprising:

means, responsive to a telephone call placed by a caller at a time when there is no call processing resource that is currently available to communicate with the caller, for interrogating the caller to determine if (a) the caller desires to maintain the call connection until such time as a call processing resource is available, or if (b) the caller desires to terminate the call connection and to be called back at some future time when a call processing resource is available;

means, responsive to the caller indicating that the call connection is to be terminated, for prompting the caller to enter information expressive of a time when the caller desires to resume the call;

means for storing the information entered by the caller;

means for storing other information received from the caller, if any, prior to a suspension of the call;

means for reestablishing the telephone call at a time indicated by the information entered by the caller, the reestablished telephone call being directed to an available call processing resource;

means for recalling the other information previously stored; and

means for providing the other information to the available call processing resource to which the caller has been directed.

9. Apparatus as set forth in claim 8 wherein said prompting means includes means for transmitting the information entered by the caller to a processing means over a communication link.

10. Apparatus as set forth in claim 9 wherein said communication link conforms to a LU 6.2 standard.

11. Apparatus as set forth in claim 8 wherein the apparatus is associated with a system of the type having a plurality of telephones managed by a digital switch means and a plurality of display terminals managed by a processing means, the digital switch means being communicatively coupled to the processor means, and wherein said digital switch means includes a CBX coupled to a voice trunk.

12. Apparatus as set forth in claim 8 wherein said prompting means includes a Voice Response Unit.

13. A method of processing a telephone call with a call processing system, the method comprising the steps of:

in response to an incoming telephone call wherein no resource is available to process the call, interrogating the caller to determine if the caller desires to (a) wait for a call processing resource to become available or desires (b) to be called back at some time in the future;

if the caller indicates a desire to wait for a call processing resource to become available, the method includes the further step of placing the call in a first queue means associated with a digital switch means;

or

if the caller indicates a desire to be called back, the method includes a step of placing the call within a second queue means associated with a call processing system controller; and

monitoring a state of the first queue means and a state of the second queue means to process queued calls, the step of monitoring including the steps of,

if no calls are queued in the first queue means and a call processing resource becomes available, initiating a call to the first call in the second queue means;

or

if at least one call is queued in the first queue means, selecting a call from the second queue means only if (a) the call would have been answered had the call been placed instead in the first queue means and (b) a required time to make the call is soon to expire.

14. A method as set forth in claim 13 wherein the step of placing the call within the second queue means includes the steps of:

prompting the caller to enter information at least expressive of a time when the caller is to called back and a telephone number to be called;

storing the information entered by the caller;

storing other information, if any, associated with the caller;

reestablishing the telephone call in accordance with the information entered by the caller;

recalling the other information, if any, previously stored; and

processing the call to completion.

15. A method as set forth in claim 13 and including the steps of:

accessing a data storage means to obtain a telephone number to call and information relating to the telephone number;

placing the telephone number to be called within the second queue means; and

in response to a call processing resource being available, initiating a telephone call to the telephone number while providing the associated information to the call processing resource.