Method and apparatus for entertaining callers in a queue

• US 6,301,354 B1
• Filed: 09/07/2000
• Issued: 10/09/2001
• 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 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:
  US09/657,338
• Time in Patent Office: 397 Days
• Field of Search: 379/211, 379/212, 379/265, 379/266, 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, the method comprising the steps of:

receiving an incoming telephone call from said caller;

placing said call in a queue;

obtaining information from a customer record corresponding to said caller; and

on the basis of the information obtained from the customer record, determining whether to offer said caller at least one entertainment option while said call is in said queue.

2. The method of claim 1, wherein the information obtained from the customer record is indicative of a status of said caller.

3. The method of claim 2, wherein the information obtained from the customer record indicates a frequent purchaser status of the customer.

4. The method of claim 1, wherein the information obtained from the customer record is a flag that indicates whether said caller has previously made fraudulent use of a paid entertainment option.

5. The method of claim 1, wherein the at least one entertainment option includes an option to place a call to a third party while on hold.

6. The method of claim 1, wherein the at least one entertainment option includes an option to access one or more premium entertainment services.

7. A system for entertaining a caller placed in a queue, the system comprising:

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

means for placing said call in said queue;

means for obtaining information from a customer record corresponding to said caller; and

means for determining, on the basis of the information obtained from the customer record, whether to offer said caller at least one entertainment option while said call is in said queue.

8. The system of claim 7, wherein the information obtained from the customer record is indicative of a status of said caller.

9. The system of claim 8, wherein the information obtained from the customer record indicates a frequent purchaser status of the customer.

10. The system of claim 7, wherein the information obtained from the customer record is a flag that indicates whether said caller has previously made fraudulent use of a paid entertainment option.

11. The system of claim 7, wherein the at least one entertainment option includes an option to place a call to a third party while on hold.

12. The system of claim 7, wherein the at least one entertainment option includes an option to access one or more premium entertainment services.

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

receiving an incoming telephone call from said caller;

placing said call in a queue;

obtaining information from a customer record corresponding to said caller; and

on the basis of the information obtained from the customer record, determining whether to offer said caller at least one entertainment option while said call is in said queue.