Method and apparatus for entertaining callers in a queue

• US 6,178,240 B1
• Filed: 11/05/1999
• Issued: 01/23/2001
• Est. Priority Date: 04/08/1997
• Status: Expired due to Fees

• Current Assignee: Walker Digital LLC (Walker Innovation Inc. (f/k/a Patent Properties, Inc.))
• Original Assignee: Walker Digital LLC (Walker Innovation Inc. (f/k/a Patent Properties, Inc.))
• Inventors: Sparico, Thomas M., Jorasch, James A., Walker, Jay S.
• Primary Examiner(s): SMITH, CREIGHTON H
• Application Number:
  US09/434,477
• Time in Patent Office: 445 Days
• Field of Search: 379/265, 379/266, 379/211, 379/212, 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, comprising:

receiving an incoming telephone call from the caller to an attendant;

placing the call in the queue;

receiving from the caller an indication of a third party other than the attendant; and

arranging a connection between the caller and the third party while the call is in the queue.

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

3. The method of claim 1, further comprising arranging for the caller to provide a payment for the connection.

4. The method of claim 1, further comprising announcing the anticipated amount of time the call will be in the queue.

5. The method of claim 4, wherein said announcing is periodic.

6. The method of claim 4, further comprising maintaining the connection after the attendant becomes available.

7. The method of claim 1, wherein said arranging is performed only for certain classes of callers.

8. The method of claim 1, wherein said arranging is not performed if the caller has previously made fraudulent usage of another connection.

9. A device for entertaining a caller placed in a queue, comprising:

a processor; and

a storage device coupled to said processor and storing instructions adapted to be executed by said processor to;

receive an incoming telephone call from the caller to an attendant;

place the call in the queue;

receive from the caller an indication of a third party other than the attendant; and

arrange a connection between the caller and the third party while the call is in the queue.

10. The device of claim 9, wherein said storage device further stores instructions adapted to be executed by said processor to forward the call to the attendant when the attendant is available.

11. The device of claim 9, wherein said storage device further stores instructions adapted to be executed by said processor to arrange for the caller to provide a payment for the connection.

12. The device of claim 9, wherein said storage device further stores instructions adapted to be executed by said processor to announce the anticipated amount of time the call will be in the queue.

13. The device of claim 12, wherein the announcement is periodic.

14. The device of claim 9, wherein said storage device further stores instructions adapted to be executed by said processor to maintain the connection after the attendant becomes available.

15. The device of claim 9, wherein the arranging is performed only for certain classes of callers.

16. The device of claim 9, wherein the arranging is not performed if the caller has previously made fraudulent usage of another connection.

17. A medium storing instructions adapted to be executed by a processor to perform a method for entertaining a caller placed in a queue, said method comprising:

receiving an incoming telephone call from the caller to an attendant;

placing the call in the queue;

receiving from the caller an indication of a third party other than the attendant; and

arranging a connection between the caller and the third party while the call is in the queue.

18. The medium of claim 17, wherein said method further comprises forwarding the call to the attendant when the attendant is available.

19. The medium of claim 17, wherein said method further comprises arranging for the caller to provide a payment for the connection.

20. The medium of claim 17, wherein said method further comprises announcing the anticipated amount of time the call will be in the queue.

21. The medium of claim 20, wherein said announcing is periodic.

22. The medium of claim 17, wherein said method further comprises maintaining the connection after the attendant becomes available.

23. The medium of claim 17, wherein said arranging is performed only for certain classes of callers.

24. The medium of claim 17, wherein said arranging is not performed if the caller has previously made fraudulent usage of another connection.