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Method and apparatus for handling in-bound telemarketing calls

  • US 5,537,470 A
  • Filed: 04/06/1994
  • Issued: 07/16/1996
  • Est. Priority Date: 04/06/1994
  • Status: Expired due to Term
First Claim
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1. A method of handling incoming calls to a service provider facility including a plurality of agent terminals, the method comprising the steps of:

  • (a) routing an initial call from a caller dialing a number of the facility to an original agent at one of the agent terminals;

    (b) storing for a predetermined time a caller identifier for the initial call and a corresponding agent identifier;

    (c) identifying a subsequent call placed within the predetermined time by the caller having the stored caller identifier;

    (d) determining if the original agent corresponding to the agent identifier is busy prior to routing the subsequent call to the original agent; and

    (e) taking one of the following actions depending upon the determination of step (d);

    (i) either routing the call to the original agent in accordance with the stored agent identifier if the original agent is not busy, or,(ii) prompting the caller to elect between waiting for the original agent or connection to any agent if the original agent is busy; and

    further, if the caller is prompted to elect, also receiving a command from the caller in response to the prompt; and

    directing the call in one of two ways in accordance with the command either to be processed as any other incoming call if the caller elects the connection to any agent or to a queue if the caller elects to wait for the original agent.

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