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Method for returning inbound calls

  • US 5,627,884 A
  • Filed: 06/26/1995
  • Issued: 05/06/1997
  • Est. Priority Date: 06/26/1995
  • Status: Expired due to Term
First Claim
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1. A method for electronically processing a holding inbound telephone call placed by a caller having a called telephone number and a caller name, said method comprising:

  • determining caller information, said determining caller information including;

    transmitting an automatic number identification telephone number by speech to said caller for verification and if said automatic number identification number is not accepted by the caller, using a caller supplied telephone number as said caller telephone number;

    prompting said caller for said caller name, and recording said caller name;

    prompting said caller for an indication of no extension, a machine dialable extension, or a verbal extension and recording said indication and said machine dialable extension or said verbal extension, if any; and

    entering said caller information in a callback queue;

    disconnecting said inbound telephone call;

    using said caller information from said callback queue to place a callback call to said caller, wherein said step of using said caller information includes;

    if no extension is indicated, dialing said caller telephone number and audibly addressing said caller by said caller name;

    if a machine dialable extension is indicated, dialing said caller telephone number and machine dialable extension and audibly addressing said caller by said caller name;

    orif a verbal extension is indicated, dialing said caller telephone number, audibly requesting said verbal extension and audibly addressing said caller by said caller name; and

    connecting a free agent to said caller.

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