System and method for a network-based call continuation service

• US 6,411,805 B1
• Filed: 06/05/1997
• Issued: 06/25/2002
• Est. Priority Date: 06/05/1997
• Status: Expired due to Term

• Current Assignee: Verizon Patent and Licensing Incorporated (Verizon Communications Inc.)
• Original Assignee: MCI Communications Corporation (Verizon Communications Inc.)
• Inventors: Chaney, Christine S., McNerney, Shaun, Becker, Steven C.
• Primary Examiner(s): Maung, Nay
• Assistant Examiner(s): Vuong, Quochien B.
• Application Number:
  US08/869,980
• Time in Patent Office: 1,846 Days
• Field of Search: 455/414, 455/415, 455/417, 455/445, 455/458, 455/459, 455/550, 455/461, 379/265, 379/266, 379/201, 379/207, 379/208, 379/209, 379/210, 379/309, 379/67.1, 379/69, 379/88.23, 379/209.01, 379/210.01
• US Class Current: 455/414.1
• CPC Class Codes: H04M 2203/2072 Schedules, e.g. personal calendars
• CPC Class Codes: H04M 2242/22 Automatic class or number identification arrangements
• CPC Class Codes: H04M 3/42059 Making use of the calling party identifier
• CPC Class Codes: H04M 3/48 Arrangements for recalling a calling subscriber when the wanted subscriber ceases to be busy
• CPC Class Codes: H04M 3/487 Arrangements for providing information services, e.g. recorded voice services or time announcements
• CPC Class Codes: H04M 3/523 with call distribution or queueing
• CPC Class Codes: H04M 3/5231 with call back arrangements
• CPC Class Codes: H04M 3/5232 Call distribution algorithms
• CPC Class Codes: H04M 3/5238 with waiting time or load prediction arrangements
• CPC Class Codes: H04Q 2213/13072 Sequence circuits for call signaling, ACD systems
• CPC Class Codes: H04Q 2213/13091 CLI, identification of calling line
• CPC Class Codes: H04Q 2213/13103 Memory
• CPC Class Codes: H04Q 2213/13152 Callback
• CPC Class Codes: H04Q 2213/13173 Busy signals
• CPC Class Codes: H04Q 2213/13204 Protocols
• CPC Class Codes: H04Q 3/66 Traffic distributors

Abstract

The present invention is a system and method for continuing a telephone call placed by a caller to a call center in a telecommunications network. When a caller attempts to make a call to a call center that is unavailable, the system obtains callback information for the caller including a telephone number where the caller can be reached. The call is then ended. When the call center is again available, the system continues the call by placing a call to the caller at said telephone number, placing a call to the destination, and joining the two calls.

Claims

1. In a telecommunications network, a system for continuing a call placed by a caller to a destination when the destination is unavailable, comprising:

means for obtaining callback information for the caller, said callback information including a telephone number where the caller can be reached;

means for selecting a camp-on method to be employed upon callback from said callback information;

means for scheduling a callback based on said callback information when no camp-on method is selected;

means for ending the call placed by the caller;

means for placing a placeholder for the call placed by the caller that will maintain the caller'"'"'s place in a call queue upon selection of a camp-on method; and

wherein a call is initiated based upon said selected camp-on method when said placeholder for the call placed by the caller reaches the front of said call queue.

2. The system of claim 1, wherein said initiated call is to the caller and including means for initiating a further call to the destination;

and

means for joining said call to the caller and said further call to the destination.

3. The system of claim 2, wherein:

said further call to the destination is placed when the caller accepts said call to the caller.

4. The system of claim 2, wherein:

said call to the caller is placed when said further call to the destination is answered; and

said call to the caller and said further call to the destination are joined when the caller accepts said call to the caller.

5. The system of claim 2, wherein said means for joining said call to the caller and said further call to the destination occurs subsequent to said caller accepting said call.

6. The system of claim 2, wherein said means for joining said call to the caller and said further call to the destination occurs subsequent to said destination answering said call.

7. The system of claim 1, wherein the destination is a queuing destination, and wherein:

said call to the caller is placed at a time selected on the basis of availability of the queuing destination.

8. The system of claim 7, wherein said queuing destination is a call center staffed with at least one agent, and wherein:

said call to the caller is placed at a time selected on the basis of the availability of the at least one agent.

9. The system of claim 1, further comprising:

means for obtaining schedule information from the caller, said schedule information including a callback time specifying a time when the call placed by the caller should be continued.

10. The system of claim 9, further comprising:

means for placing said placeholder for the call placed by the caller in a time queue according to said schedule information; and

wherein

said placeholder for the call placed by the caller is placed in said call queue when said placeholder for the call placed by the caller reaches the front of said time queue.

11. The system of claim 10, wherein said call has a predetermined priority, and wherein:

said placeholder for the call placed by the caller is placed in said call queue according to the predetermined priority of the call placed by the caller.

12. The system of claim 1, wherein:

said callback information for the caller is obtained using at least one of ANI and caller-entered digits.

13. The system of claim 1, wherein:

the call placed by the caller is continued using caller-entered digits.

14. The system of claim 1, wherein:

the call placed by the caller is continued when the expected wait time for the call placed by the caller exceeds a predetermined duration.

15. In a telecommunications network, a method for continuing a call placed by a caller to a destination when the destination is unavailable, comprising the steps of:

obtaining callback information for the caller, said callback information including a telephone number where the caller can be reached;

selecting a camp-on method from a plurality of camp-on methods to be employed upon callback from said callback information;

scheduling a callback based on said callback information when no camp-on method is selected;

ending the call placed by the caller;

placing a placeholder for the call placed by the caller in a call queue upon selection of a camp-on method; and

initiating a call based upon said selected camp-on method when said placeholder for the call placed by the caller reaches the front of said call queue.

16. The method of claim 15, further comprising initiating said call to the caller and initiating a further call to the destination;

and

joining said call to the caller and said further call to the destination.

17. The method of claim 16, wherein:

said further call to the destination is placed when the caller accepts said call to the caller.

18. The method of claim 16, wherein:

said call to the caller is placed when said further call to the destination is answered; and

said call to the caller and said further call to the destination are joined when the caller accepts said call to the caller.

19. The method of claim 16, further comprising the step of:

obtaining schedule information from the caller, said schedule information including a callback time specifying a time when the call placed by the caller should be continued.

20. The method of claim 19, further comprising the step of:

placing said placeholder for the call placed by the caller in a time queue according to said schedule information; and

wherein

said placeholder for the call placed by the caller is placed in said call queue when said placeholder for the call placed by the caller reaches the front of said time queue.

21. The method of claim 20, wherein said call has a predetermined priority, and wherein:

said placeholder for the call placed by the caller is placed in said call queue according to the predetermined priority of the call placed by the caller.

22. The method of claim 16, wherein said step of joining said call to the caller and said further call to the destination occurs subsequent to said caller accepting said call.

23. The method of claim 16, wherein said step of joining said call to the caller and said further call to the destination occurs subsequent to said destination answering said call.

24. The method of claim 15, wherein the destination is a queuing destination, and wherein:

said call to the caller is placed at a time selected on the basis of availability of the queuing destination.

25. The method of claim 24, wherein said queuing destination is a call center staffed with at least one agent, and wherein:

said call to the caller is placed at a time selected on the basis of the availability of the at least one agent.

26. The method of claim 15, wherein:

said callback information for the caller is obtained using at least one of ANI and caller-entered digits.

27. The method of claim 15, wherein:

the call placed by the caller is continued using caller-entered digits.

28. The method of claim 15, wherein:

the call placed by the caller is continued when the expected wait time for the call placed by the caller exceeds a predetermined duration.

29. In a telecommunications network, a method for continuing a call placed by a caller to a destination when the initial destination is unavailable, comprising the steps of:

directing the call to an enhanced call router for rule based query of alternate destinations;

parking the call at a call continuation platform if an alternate destination is unavailable;

enabling the caller to select a camp-on or scheduled call continuation if expected call wait exceeds a predetermined parameter;

obtaining callback information from the caller for the parked call if the caller selects a scheduled call continuation, said callback information including a telephone number where the caller can be reached;

scheduling a callback based on said callback information when scheduled call continuation is selected, and then ending the call placed by the caller;

or

selecting a camp-on method from a plurality of camp-on methods that may be employed in the event the caller selects a camp-on continuation;

placing a placeholder for the call placed by the caller in a call queue upon selection of a camp-on continuation, said camp-on method maintaining the call position in the queue; and

initiating a call based upon said selected camp-on method when said placeholder for the call placed by the caller reaches the front of said call queue.

30. In a telecommunications network, a method for continuing a call as claimed in claim 29, wherein said enhanced call router continuously monitors the availability of a plurality of alternate destinations when camp-on call continuation is selected.

31. In a telecommunications network, a method for continuing a call as claimed in claim 29, wherein said plurality of camp-on methods include predictive call continuation, caller on-line continuation and destination on line continuation.

32. In a telecommunications network, a method for continuing a call as claimed in claim 31, wherein the call continuation platform initiates the call back to the caller, and then joins the caller to the destination.