Method for eliminating telephone hold time

• US 5,903,642 A
• Filed: 09/24/1997
• Issued: 05/11/1999
• Est. Priority Date: 09/24/1997
• Status: Expired due to Fees

• Current Assignee: Call-A-Guide Incorporated
• Original Assignee: Call-A-Guide Incorporated
• Inventors: Schwartz, Fred J., Bazerman, Steven H.
• Primary Examiner(s): Hong, Harry S.
• Application Number:
  US08/937,647
• Time in Patent Office: 594 Days
• Field of Search: 379/209, 379/214, 379/265, 379/266, 379/309
• US Class Current: 379/309
• CPC Class Codes: H04M 2203/551 Call history
• CPC Class Codes: H04M 3/382 using authorisation codes or passwords
• CPC Class Codes: H04M 3/42323 PBX's with CTI arrangements
• CPC Class Codes: H04M 3/51 Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing
• CPC Class Codes: H04M 3/523 with call distribution or queueing
• CPC Class Codes: H04M 3/5238 with waiting time or load prediction arrangements
• CPC Class Codes: H04M 7/006 Networks other than PSTN/ISDN providing telephone service, e.g. Voice over Internet Protocol (VoIP) , including next generation networks with a packet-switched transport layer H04L65/00 takes precedence; aspects not specific to the type of network H04M3/00; special services in those networks H04M3/42
• CPC Class Codes: H04M 7/12 for working between exchanges having different types of switching equipment, e.g. power-driven and step by step or decimal and non-decimal

Abstract

A method, which may be carried through a computer and its modem, is used to minimize the telephone time necessary to establish direct voice contact with the computer technician or other service provider and to provide information to the technician about the computer system and program. When contact is made through the modem with the information provider'"'"'s PBX, the caller'"'"'s computer would send a signal, indicating whether this is a reconnect or a new contact. If the customer support telephone line is for a number of programs or if there are different queues for different problems, a dialog box can be used to supply the necessary information to select the appropriate queue. The telephone system would provide an indication of the current wait time for the particular product or problem taking into account not only the open lines currently in the queue, but other callers who will be calling back at an appropriate time. The caller will then be informed of length of the wait and that the caller can (1) have the caller'"'"'s computer automatically call back at the appropriate time without losing the place in line if the caller has a telephone connection to his/her modem; (2) call back on a telephone not connected to the modem with a priority number which will position the caller in the queue, if a caller does not have a handset attached to his/her modem; or (3) continue to hold.

Claims

1. The method of prioritizing incoming calls and arranging for such incoming calls to be connected to a receiving party for voice contact at a later time, consisting of the steps of:

a. the caller temporarily establishing a communication connection with the receiving party;

b. automatically establishing a priority code, if the incoming call does not already have a priority code;

c. automatically establishing a place on the queue of incoming callers based on the priority code;

d. automatically establish a time to reconnect;

e. forwarding to the caller said established time to reconnect and, if not previously supplied, a priority code to the caller;

f. breaking the communication connection; and

g. automatically reminding the caller of the time for the caller to initiate reconnection to the receiving party.

2. The method of prioritizing incoming calls according to claim 1 wherein the caller calls back and is reconnected at the time established for reconnection, supplies a priority code and is placed in proper position in queue based on the caller'"'"'s priority code.

3. The method of claim 2 wherein the caller is automatically reconnected and the priority code is automatically supplied to the receiving party.

4. The method of prioritizing incoming calls according to claim 1 wherein said priority code is automatically calculated from the time that the caller first establishes the temporary communication connection.

5. The method of prioritizing incoming calls according to claim 4 wherein the time to reconnect is based upon the number of calls holding, the number of calls given reconnect priorities and the average time for each call.

6. The method of prioritizing incoming calls according to claim 1 wherein the caller is supplied with a new telephone number to be used to reconnect the call at a latter time.

7. The method of prioritizing incoming calls according to claim 2 wherein the queue is for voice contact with the receiving party.

8. The method of prioritizing incoming calls accordingly to claim 7 wherein information supplied by the caller is automatically transmitted to the receiving party.

9. The method of prioritizing incoming calls according to claim 8 wherein information from the caller is automatically transmitted to the receiving party at the time the caller is about to be placed in voice contact.

10. The method of prioritizing incoming calls according to claim 2 wherein during the period the caller is in communication connection with the receiving party prior to voice contact with the receiving party, the caller receives information.

11. The method of prioritizing incoming calls according to claim 2 wherein when the caller reconnects, the caller is given information as to the wait time and the option of holding or reconnecting at a latter time.

12. The method of prioritizing incoming calls according to claim 10 wherein when the projected hold time is greater than a set amount, the caller is not given the option of holding.

13. The method of prioritizing incoming calls and arranging for such incoming calls to be connected to a receiving party for voice contact at a later time, consisting of the steps of:

a. the caller temporarily establishing a communication connection with the receiving party;

b. automatically establishing a priority code;

c. automatically establishing a place on the queue of incoming callers based on the priority code;

d. automatically establish a time to reconnect;

e. forwarding to the caller said established time to reconnect;

f. breaking the communication connection; and

g. automatically reminding the caller of the time for the caller to initiate reconnection to the receiving party.

14. The method of prioritizing incoming calls according to claim 13 wherein the caller calls back and is reconnected at the time established for reconnection and is placed in proper position in queue based on the caller'"'"'s priority code.

15. The method of claim 14 wherein the caller is automatically reconnected and is automatically placed in position in the queue.