Method and apparatus for enabling interaction between callers with calls positioned in a queue

• US 6,735,300 B2
• Filed: 10/25/2001
• Issued: 05/11/2004
• Est. Priority Date: 04/11/1997
• Status: Expired due to Fees

• 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: Jorasch, James A., Sparico, Thomas M., Walker, Jay S.
• Primary Examiner(s): SMITH, CREIGHTON H
• Application Number:
  US10/160,552
• Publication Number:
  US 20020150232A1
• Time in Patent Office: 929 Days
• Field of Search: 379/265.1, 379/266.01, 379/309, 379/67.1, 379/201.01
• 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 3/20 with means for interrupting existing connections; with means for breaking-in on conversations
• CPC Class Codes: H04M 3/42221 Conversation recording systems at the subscriber's set H04M1/656
• CPC Class Codes: H04M 3/493 Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals
• 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 3/56 Arrangements for connecting several subscribers to a common circuit, i.e. affording conference facilities video conference systems H04N7/15
• CPC Class Codes: H04M 3/569 using the instant speaker's algorithm speech detection per se G10L25/78

Abstract

The call handling system incorporating the invention is directed at: queuing a call when no agent is available to service the call; giving the caller an option to monitor (but not participate in) other caller conversations with similar queries, or to listen to recorded calls involving similar queries; querying a database using collected initial information as a search key(s) to retrieve a similar call currently being serviced or a recorded call; and connecting the caller to a communication channel to allow the monitoring of a call while not losing place in the queue for a next available agent. In a further embodiment of the invention, the caller is given a further option to enter a “chat room” where callers having like problems can converse until an agent becomes available.

Claims

1. A computer-readable medium storing instructions configured to direct a processor to perform a method, the method comprising:

arranging for a first caller to participate in a conversation involving a second caller, the second caller having placed a telephone call to a call center; and

arranging for the second caller to receive a benefit.

2. The computer-readable medium of claim 1, in which a telephone call associated with the first caller is in a queue.

3. The computer-readable medium of claim 1, the method further comprising:

offering the first caller an option to participate in the conversation with the second caller.

4. The computer-readable medium of claim 3, in which offering comprises:

offering the first caller an option to not participate in the conversation with the second caller.

5. The computer-readable medium of claim 1, in which the benefit comprises at least a discount applied to a purchase made by the second caller.

6. The computer-readable medium of claim 1, in which arranging for the second caller to receive the benefit comprises:

arranging for the second caller to provide payment of a reduced amount in exchange for a service provided by an agent associated with the call center.

7. The computer-readable medium of claim 1, in which arranging for the second caller to receive the benefit comprises:

arranging for the second caller to receive the benefit before the first caller participates in the conversation.

8. The computer-readable medium of claim 1, in which the first caller participates in the conversation by listening to the conversation.

9. The computer-readable medium of claim 1, in which the conversation comprises an in-progress call between the second caller and an agent associated with the call center.

10. The computer-readable medium of claim 1, in which the conversation comprises a recorded call between the second caller and an agent associated with the call center.

11. The computer-readable medium of claim 1, in which the conversation comprises a conversation between the first caller and the second caller.

12. The computer-readable medium of claim 1, in which the conversation comprises a conversation between the second caller and at least one other caller.

13. The computer-readable medium of claim 1, in which the benefit comprises a payment provided by the first caller.

14. The computer-readable medium of claim 1, in which the telephone call is in a queue, and

in which the benefit comprises an adjustment to the queue.

15. A device for processing a telephone call, comprising:

a processor; and

the computer-readable medium of claim 1, in communication with the processor.

16. A device for processing a telephone call, comprising:

means for arranging for a first caller to participate in a conversation involving a second caller, the second caller having placed a telephone call to a call center; and

means for arranging for the second caller to receive a benefit.

17. A computer-readable medium storing instructions configured to direct a processor to perform a method, the method comprising:

arranging for a first caller to participate in a conversation involving a second caller, the second caller having placed a telephone call to call center; and

arranging for the first caller to provide a benefit in exchange for participating in the conversation involving the second caller.

18. The computer-readable medium of claim 17, in which a telephone call associated with the first caller is in a queue.

19. The computer-readable medium of claim 17, the method further comprising:

offering the first caller an option to participate in the conversation with the second caller.

20. The computer-readable medium of claim 17, in which offering comprises:

offering the first caller an option to not participate in the conversation with the second caller.

21. The computer-readable medium of claim 17, in which arranging for the first caller to provide the benefit comprises:

arranging for the first caller to provide the benefit before the first caller participates in the conversation.

22. The computer-readable medium of claim 17, in which the first caller participates in the conversation by listening to the conversation.

23. The computer-readable medium of claim 17, in which the conversation comprises an in-progress call between the second caller and an agent associated with the call center.

24. The computer-readable medium of claim 17, in which the conversation comprises a recorded call between the second caller and an agent associated with the call center.

25. The computer-readable medium of claim 17, in which the conversation comprises a conversation between the first caller and the second caller.

26. The computer-readable medium of claim 17, in which the conversation comprises a conversation between the first caller and at least one other caller.

27. The computer-readable medium of claim 17, in which arranging for the first caller to provide benefit comprises:

arranging for the first caller to provide payment.

28. A device for processing a telephone call, comprising:

a processor; and

the computer-readable medium of claim 17, in communication with the processor.

29. A device for processing a telephone call, comprising:

means for arranging for a first caller to participate in a conversation involving a second caller, the second caller having placed a telephone call to a call center; and

means for arranging for the first caller to provide a benefit in exchange for participating in the conversation involving the second caller.