Methods and apparatus for processing a call
First Claim
1. A method for processing a call, comprising:
- identifying a call to a busy telephone number;
determining at least one rule for queuing said identified call;
providing information regarding said at least one rule for queuing said identified call;
queuing said identified call based on said at least one rule for queuing said identified call and said provided information;
causing at least a portion of said information to be displayed on a user device displaying at least a portion of said information on a user device; and
providing an ability to re-queue said identified call different than said queuing based on said at least one rule for queuing.
13 Assignments
0 Petitions
Accused Products
Abstract
A system, method, apparatus, computer program code, and other embodiments for allowing a call to a busy telephone number extension to be queued and/or handled in accordance with one or more rules. The telephone may be connected to a PBX (Private Branch Exchange) or other switch or otherwise may be connected to a telephone network. In addition, a computer associated with the person also may be connected directly or indirectly to the PBX. A server connected to the PBX via a CTI (Computer Telephone Integration) link may be connected to the computer via a computer network. If a new call arrives at the PBX for the specific extension while the extension is busy, the PBX may notify the server of the call. When multiple incoming calls to the same extension exist, the server may indicate to the PBX how or in what order to queue the calls to the person.
45 Citations
17 Claims
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1. A method for processing a call, comprising:
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identifying a call to a busy telephone number; determining at least one rule for queuing said identified call; providing information regarding said at least one rule for queuing said identified call; queuing said identified call based on said at least one rule for queuing said identified call and said provided information; causing at least a portion of said information to be displayed on a user device displaying at least a portion of said information on a user device; and providing an ability to re-queue said identified call different than said queuing based on said at least one rule for queuing. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15)
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16. A system for processing a call, comprising:
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a memory; a communication port; and a processor connected to said memory and said communication port, said processor being operative to; identify a call to a busy telephone number; determine at least one rule for queuing said identified call for said busy telephone number; provide information regarding said at least one rule for queuing said identified call; queue said call in accordance with said at least one rule for queuing said identified call and said provided information; cause at least a portion of said information to be displayed on a user device displaying at least a portion of said information on a user device; and provide an ability to re-queue said identified call different than said queuing based on said at least one rule for queuing.
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17. A computer program product in a computer readable medium for processing a call, comprising:
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instructions for determining that a call is directed to a busy telephone number; instructions for identifying at least one rule for queuing said identified call for said busy telephone number; instructions for sending information regarding said at least one rule for queuing said identified call; instructions for positioning said call in a call order in accordance with said at least one rule for queuing said identified call and said information; instructions for causing at least a portion of said information to be displayed on a user device displaying at least a portion of said information on a user device; and instructions for providing an ability to re-queue said identified call different than said queuing based on said at least one rule for queuing.
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Specification