Method and system for two-way call holding using an intelligent communication device

• US 6,011,845 A
• Filed: 12/29/1997
• Issued: 01/04/2000
• Est. Priority Date: 12/29/1997
• Status: Expired due to Term

• Current Assignee: Qwest Communications International Incorporated (Lumen Technologies, Inc.)
• Original Assignee: MediaOne Group Inc. (Comcast Corporation), US West, Inc. (Lumen Technologies, Inc.)
• Inventors: Bruening, Gregory W., Gillespie, Donald E., Nabkel, Jafar S.
• Primary Examiner(s): Wolinsky, Scott
• Assistant Examiner(s): TIEU, BENNY QUOC
• Application Number:
  US08/998,799
• Time in Patent Office: 736 Days
• Field of Search: 379/265, 379/266, 379/309, 379/201, 379/207, 379/209, 379/210, 379/216, 379/217, 379/219, 379/220
• US Class Current: 379/266.01
• CPC Class Codes: H04M 3/382 using authorisation codes or passwords
• CPC Class Codes: H04M 3/42 Systems providing special services or facilities to subscribers specially adapted for wireless communication networks H04W4/00
• CPC Class Codes: H04M 3/42323 PBX's with CTI arrangements
• CPC Class Codes: H04M 3/428 Arrangements for placing incoming calls on hold
• 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 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
• CPC Class Codes: H04Q 3/0029 Provisions for intelligent networking

Abstract

A partitioned communication system includes a shared switch network system in communication with an Intelligent Network Processor (INP). A terminating intelligent communication device (ICD) located outside the management and control of the shared network operates as an Originating Communication System (OCS) to negotiate 2-way call holding with a Called Communication System (CCS).

Claims

1. For use in a partitioned communication system including a shared network system, and an Intelligent Network Processor (INP) located within the management and control of the shared switch network, a communications system for negotiating a 2-way call hold, comprising:

a Called Communications System (CCS) associated with a called party and operable to connect a call from a calling party to an agent of the called party, the CCS further operable to notify the calling party that the call is placed on hold;

a terminating Intelligent Communication Device (ICD) located outside the management and control of the shared switched network system, the ICD operative to negotiate on behalf of the calling party with the CCS to put the calling party in queue for an agent when the calling party is placed on hold so that the call can be disconnected, wherein the calling party is notified when a selected position in the queue has been reached and the call is between the calling party and the called party is then reconnected, the ICD being logically connected to the INP and operative to provide a device-independent representation of internal processing and user actions based on predetermined states of the device in response to triggered events.

2. A communication system as in claim 1, wherein the ICD negotiates with the CCS to maintain calling party in queue upon a request from the calling party.

3. A communication system as in claim 1, wherein the CCS provides the ICD with period information status updates of the calling party'"'"'s status in the queue.

4. A communication system as in claim 1, wherein periodic information status updates of the calling party'"'"'s status in the queue are initiated as a result of timer-based events and request messages from the ICD via the INP to the CCS.

5. For use in a partitioned communication system including a shared switch network system, and an intelligent network processor (INP) located within the management and control of the shared switch network, a method for negotiating a two-way call hold, comprising:

connecting a call from a calling party to an agent of a called party and notifying the calling party that the call has been placed on hold;

negotiating with a called communication system (CCS) associated with the called party via a terminating intelligent communication device (ICD) located outside the management and control of the shared switch network system to put the calling party in a queue for an agent when the calling party is placed on hold so that the call can be disconnected;

notifying the calling party when a selected position in the queue has been reached;

reconnecting the call between the calling party and the called party; and

negotiating between the ICD and the CCS to maintain the called party in queue upon a request from the calling party.

6. The method as in claim 5, further comprising:

providing the ICD with a periodic information status updates from the CCS regarding the calling party'"'"'s status in the queue.

7. The method as in claim 5, further comprising:

initiating period information status updates of the calling party'"'"'s status in the queue as a result of timer-based events and request messages from the ICD via the INP to the CCS.