Method for eliminating telephone hold time
First Claim
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. establishing a priority code, if the incoming call does not already have a priority code;
c. establishing a place on the queue of incoming callers based on the priority code;
d. establishing 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; and
f. breaking the communication connection.
1 Assignment
0 Petitions
Accused Products
Abstract
A method, which may be carried through a computer and its modem or through voice contact, 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 with the information provider, the caller indicates whether this is a reconnect or a new contact by supplying or not supplying a priority code. The caller is placed on a queue based on its priority code or if no priority code at the end of the appropriate queue. 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 is supplied the caller. 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 a computer with a priority number which will position the caller in the queue; or (3) continue to hold. If the information provider desires, it can eliminate or limit the third option to a maximum hold period.
247 Citations
19 Claims
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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:
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a. the caller temporarily establishing a communication connection with the receiving party; b. establishing a priority code, if the incoming call does not already have a priority code; c. establishing a place on the queue of incoming callers based on the priority code; d. establishing 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; and f. breaking the communication connection. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14)
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15. 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:
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a. the caller temporarily establishing a communication connection with the receiving party; b. establishing a priority code; c. establishing a place on the queue of incoming callers based on the priority code; d. establishing 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. - View Dependent Claims (16, 17, 18, 19)
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Specification