Method and apparatus for entertaining callers in a queue

• US 6,014,439 A
• Filed: 04/08/1997
• Issued: 01/11/2000
• Est. Priority Date: 04/08/1997
• Status: Expired due to Term

• Current Assignee: Inventor Holdings LLC (Walker Innovation Inc. (f/k/a Patent Properties, Inc.))
• Original Assignee: Walker Asset Management Limited Partnership
• Inventors: Sparico, Thomas M., Jorasch, James A., Walker, Jay S.
• Primary Examiner(s): SMITH, CREIGHTON H
• Application Number:
  US08/826,930
• Time in Patent Office: 1,008 Days
• Field of Search: 379/265, 379/266, 379/212, 379/211, 379/309
• US Class Current: 379/266.01
• CPC Class Codes: H04M 2203/2011 Service processing based on information specified by a party before or during a call, e.g. information, tone or routing selection
• CPC Class Codes: H04M 2203/254 where the visual mode comprises menus
• CPC Class Codes: H04M 2242/06 Lines and connections with preferential service
• CPC Class Codes: H04M 2242/22 Automatic class or number identification arrangements
• CPC Class Codes: H04M 3/2218 Call detail recording
• CPC Class Codes: H04M 3/38 Graded-service arrangements, i.e. some subscribers prevented from establishing certain connections queuing arrangements H04Q3/64
• CPC Class Codes: H04M 3/42059 Making use of the calling party identifier
• CPC Class Codes: H04M 3/428 Arrangements for placing incoming calls on hold
• CPC Class Codes: H04M 3/4285 Notifying, informing or entertaining a held party while on hold, e.g. Music On Hold
• CPC Class Codes: H04M 3/4938 comprising a voice browser which renders and interprets, e.g. VoiceXML
• 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 3/523 with call distribution or queueing
• CPC Class Codes: H04M 3/5233 Operator skill based call distribution
• CPC Class Codes: H04M 3/5238 with waiting time or load prediction arrangements
• 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 3/72 Finding out and indicating number of calling subscriber

Abstract

A system for entertaining a caller placed in a queue of a call center is disclosed that allows the caller to access a plurality of entertainment options while on hold. The entertainment options permit the caller to (i) place a call to a third party while on hold; or (ii) access one or more premium entertainment services while on hold. A PBX/ACD receives the calls destined for the call center, and queues the calls when an appropriate attendant is not available. An IVRU prompts a caller for specific information and forwards the collected information to the PBX/ACD. The IVRU provides the caller with a menu of available entertainment options which can be accessed by the caller while the caller is on hold. The PBX/ACD establishes a connection between the caller and the selected entertainment service. The call is then transferred to an available attendant with any data that may be required to process the call.

Claims

1. A method of entertaining a caller placed in a queue, said method comprising the steps of:

receiving an incoming telephone call from said caller;

placing said call in said queue;

offering said caller a plurality of entertainment options;

receiving from said caller a selection of an entertainment option; and

establishing a connection between said caller and said selected entertainment option while said call is in said queue;

wherein said entertainment options permit the caller to (i) place a call to a third party while on hold;

or (ii) access one or more premium entertainment services.

2. The method according to claim 1, further comprising the step of forwarding said call to an attendant when said attendant is available.

3. A method of entertaining a caller placed in a queue, said method comprising the steps of:

receiving an incoming telephone call from said caller;

placing said call in said queue;

offering said caller a plurality of entertainment options;

receiving from said caller a selection of an entertainment option;

establishing a connection between said caller and said selected entertainment option while said call is in said queue;

receiving a payment from said caller for said entertainment option; and

maintaining said connection to said entertainment option after an attendant becomes available by providing an additional payment.

4. A method of entertaining a caller placed in a queue, said method comprising the steps of:

receiving an incoming telephone call from said caller;

placing said call in said queue;

offering said caller a plurality of entertainment options;

receiving from said caller a selection of an entertainment option; and

establishing a connection between said caller and said selected entertainment option while said call is in said queue;

wherein said step of offering said caller a plurality of entertainment options is provided only to certain classes of callers.

5. A method of entertaining a caller placed in a queue, said method comprising the steps of:

receiving an incoming telephone call from said caller;

placing said call in said queue;

offering said caller a plurality of entertainment options;

receiving from said caller a selection of an entertainment option; and

establishing a connection between said caller and said selected entertainment option while said call is in said queue;

wherein said step of offering said caller a plurality of entertainment options is denied to a caller if said caller has previously made fraudulent usage of said entertainment options.

6. A method of entertaining a caller placed in a queue by a call center, said method comprising the steps of:

receiving an incoming telephone call from said caller;

placing said call in said queue;

offering said caller an option to place a call to a called party while said call is in said queue;

receiving from said caller a telephone number identifying said called party;

establishing a telephone connection between said caller and said called party while said call is in said queue;

receiving a payment from said caller for said telephone connection to said called party; and

maintaining said connection to said called party after an attendant becomes available by providing an additional payment.

7. A method of entertaining a caller placed in a queue by a call center, said method comprising the steps of:

receiving an incoming telephone call from said caller;

placing said call in said queue;

offering said caller an option to place a call to a called party while said call is in said queue;

receiving from said caller a telephone number identifying said called party; and

establishing a telephone connection between said caller and said called party while said call is in said queue;

wherein said step of offering said caller an option is denied to a caller if said caller has previously made fraudulent usage of said calls to a called party.

8. A system for entertaining a caller placed in a queue, said system comprising:

a communications port for receiving an incoming telephone call from said caller;

means for placing said call in said queue;

means for offering said caller an option to place a call to a called party while said call is in said queue;

means for receiving a telephone number from said caller identifying said called party;

a telephone switch for establishing a telephone connection between said caller and said called party;

means for receiving a payment from said caller for said telephone connection to said called party; and

means for said caller to maintain said connection to said called party after an attendant becomes available by providing an additional payment.

9. A method of entertaining a caller placed in a queue, said method comprising the steps of:

receiving an incoming telephone call from said caller;

placing said call in said queue;

offering said caller an option to access one or more premium entertainment services while said call is in said queue;

providing a connection between said caller and a selected one of said premium entertainment services while said call is in said queue; and

receiving a payment from said caller for said access to said premium entertainment service.

10. The method according to claim 9, further comprising the step of forwarding said call to an attendant when said attendant is available.

11. The method according to claim 9, further comprising the step of announcing an anticipated amount of time said call will be in said queue.

12. A method of entertaining a caller placed in a queue, said method comprising the steps of:

receiving an incoming telephone call from said caller;

placing said call in said queue;

offering said caller an option to access one or more premium entertainment services while said call is in said queue; and

providing a connection between said caller and a selected one of said premium entertainment services while said call is in said queue;

wherein said premium entertainment service is a web site.

13. A method of entertaining a caller placed in a queue, said method comprising the steps of:

receiving an incoming telephone call from said caller;

placing said call in said queue;

offering said caller an option to access one or more premium entertainment services while said call is in said queue; and

providing a connection between said caller and a selected one of said premium entertainment services while said call is in said queue;

wherein said premium entertainment service is a pay-per-view service.

14. A method of entertaining a caller placed in a queue, said method comprising the steps of:

receiving an incoming telephone call from said caller;

placing said call in said queue;

offering said caller an option to access one or more premium entertainment services while said call is in said queue; and

providing a connection between said caller and a selected one of said premium entertainment services while said call is in said queue;

wherein said premium entertainment service is a shared-revenue telephone service.

15. A method of entertaining a caller placed in a queue, said method comprising the steps of:

receiving an incoming telephone call from said caller;

placing said call in said queue;

offering said caller an option to access one or more premium entertainment services while said call is in said queue;

providing a connection between said caller and a selected one of said premium entertainment services while said call is in said queue; and

maintaining said connection to said premium entertainment service after an attendant becomes available by providing an additional payment.

16. The method according to claim 15, further comprising the step of presenting said caller with a menu of available premium entertainment services and for receiving a selection from said caller of a desired premium entertainment service.

17. A method of entertaining a caller placed in a queue, said method comprising the steps of:

receiving an incoming telephone call from said caller;

placing said call in said queue;

offering said caller an option to access one or more premium entertainment services while said call is in said queue; and

providing a connection between said caller and a selected one of said premium entertainment services while said call is in said queue;

wherein said step of offering said caller an option is provided only to certain classes of callers.

18. The method according to claim 17, further comprising the step of offering a selection of said premium entertainment services based upon the anticipated amount of time said call will be in said queue.

19. A method of entertaining a caller placed in a queue, said method comprising the steps of:

receiving an incoming telephone call from said caller;

placing said call in said queue;

offering said caller an option to access one or more premium entertainment services while said call is in said queue; and

providing a connection between said caller and a selected one of said premium entertainment services while said call is in said queue;

wherein said step of offering said caller an option is denied to a caller if said caller has previously made fraudulent usage of said premium entertainment services.

20. The method according to claim 19, further comprising the step of storing a record of connections made to each premium entertainment service.

21. A system for entertaining a caller placed in a queue, said system comprising:

a communications port for receiving an incoming telephone call from said caller;

means for placing said call in said queue;

means for offering said caller an option to access a premium entertainment service while said call is in said queue;

means for receiving a selection from said caller identifying a premium entertainment service;

a switch for establishing a connection between said caller and said premium entertainment service; and

means for receiving a payment from said caller for said access to said premium entertainment service.

22. The system according to claim 21, further comprising means for announcing an anticipated amount of time said call will be in said queue.

23. The system according to claim 21, further comprising means for selecting said premium entertainment service based upon the anticipated amount of time said call will be in said queue.

24. The system according to claim 21, further comprising means for presenting said caller with a menu of available premium entertainment services and for receiving a selection from said caller of a desired premium entertainment service.

25. The system according to claim 21, further comprising means for storing a record of connections made to each premium entertainment service.

26. The system according to claim 21, further comprising means for said caller to maintain said connection to said premium entertainment service after an attendant becomes available by providing an additional payment.

27. A method of entertaining a caller placed in a queue, said method comprising:

receiving an incoming telephone call from said caller;

placing said call in said queue;

offering said caller a plurality of entertainment options;

receiving from said caller a selection from said plurality of entertainment options; and

establishing a connection between said caller and said selected entertainment option while said call is in said queue;

wherein at least one of said plurality of entertainment options permit the caller to access a premium entertainment service.

28. A method of entertaining a caller placed in a queue, comprising:

receiving an incoming telephone call from the caller;

placing the call in the queue;

offering the caller a plurality of premium entertainment options;

receiving from the caller a selected premium entertainment option; and

arranging, based on the selected premium entertainment option, a connection between the caller and a premium entertainment service while the call is in the queue.

29. The method of claim 28, wherein said plurality of premium entertainment options comprise an option to receive the premium entertainment service and an option to not receive the premium entertainment service.

30. The method of claim 28, further comprising providing a payment to a provider of the premium entertainment service.

31. A medium storing instructions adapted to be executed by a processor to perform the method of claim 28.

32. A call processing device, comprising:

a processor; and

a storage device coupled to said processor and storing instructions adapted to be executed by said processor to perform the method of claim 28.

33. A call processing apparatus, comprising:

means for receiving an incoming telephone call from a caller;

means for placing the call in a queue;

means for offering the caller a plurality of premium entertainment options;

means for receiving from the caller a selected premium entertainment option; and

means for arranging, based on the selected premium entertainment option, a connection between the caller and a premium entertainment service while the call is in the queue.

34. A method of entertaining a caller placed in a queue, comprising:

receiving an incoming telephone call from the caller;

placing the call in the queue;

arranging a connection between the caller and a premium entertainment service while the call is in the queue; and

arranging for the caller to provide a payment for the premium entertainment service.

35. A medium storing instructions adapted to be executed by a processor to perform the method of claim 34.

36. A call processing device, comprising:

a processor; and

a storage device coupled to said processor and storing instructions adapted to be executed by said processor to perform the method of claim 34.

37. A call processing apparatus, comprising:

means for receiving an incoming telephone call from a caller;

means for placing the call in a queue;

means for arranging a connection between the caller and a premium entertainment service while the call is in the queue; and

means for arranging for the caller to provide a payment for the premium entertainment service.

38. A method of entertaining a caller placed in a queue, said method comprising:

receiving an incoming telephone call from said caller;

placing said call in said queue;

offering said caller a plurality of entertainment options;

receiving from said caller a selection from said plurality of entertainment options; and

establishing a connection between said caller and said selected entertainment option while said call is in said queue;

wherein at least one of said plurality of entertainment options permit the caller to place a call to a third party.

39. A method of entertaining a caller placed in a queue, comprising:

receiving an incoming telephone call from the caller;

placing the call in the queue;

offering the caller a plurality of entertainment options;

receiving from the caller a selected entertainment option; and

arranging, based on the selected entertainment option, a connection between the caller and a third party selected by the caller while the call is in the queue.

40. The method of claim 39, wherein said plurality of entertainment options comprise an option to have the connection with the third party and an option to not have the connection with the third party.

41. A medium storing instructions adapted to be executed by a processor to perform the method of claim 39.

42. A call processing device, comprising:

a processor; and

a storage device coupled to said processor and storing instructions adapted to be executed by said processor to perform the method of claim 39.

43. A call processing apparatus, comprising:

means for receiving an incoming telephone call from a caller;

means for placing the call in a queue;

means for offering the caller a plurality of entertainment options;

means for receiving from the caller a selected entertainment option; and

means for arranging, based on the selected entertainment option, a connection between the caller and a third party selected by the caller while the call is in the queue.

44. A method of entertaining a caller placed in a queue, comprising:

receiving an incoming telephone call from the caller;

placing the call in the queue;

arranging a connection between the caller and a third party selected by the caller while the call is in the queue; and

arranging for the caller to provide a payment for the connection.

45. A medium storing instructions adapted to be executed by a processor to perform the method of claim 44.

46. A call processing device, comprising:

a processor; and

a storage device coupled to said processor and storing instructions adapted to be executed by said processor to perform the method of claim 44.

47. A call processing apparatus, comprising:

means for receiving an incoming telephone call from a caller;

means for placing the call in a queue;

means for arranging a connection between the caller and a third party selected by the caller while the call is in the queue; and

means for arranging for the caller to provide a payment for the connection.