System and method for call routing and enabling interaction between callers with calls positioned in a queue

• US 7,426,268 B2
• Filed: 05/11/2004
• Issued: 09/16/2008
• Est. Priority Date: 04/11/1997
• 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: Walker, Jay S., Jorasch, James A., Sparico, Thomas M., Tedesco, Robert C.
• Primary Examiner(s): Tsang, Fan
• Assistant Examiner(s): SING, SIMON P
• Application Number:
  US10/843,239
• Publication Number:
  US 20040208307A1
• Time in Patent Office: 1,589 Days
• Field of Search: 379/88.11, 379/265.13, 379/266.01, 37920201-20601
• 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 3/2281 Call monitoring, e.g. for law enforcement purposes; Call tracing; Detection or prevention of malicious calls
• 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 3/51 Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing
• 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

According to at least one embodiment of the present invention, a method and apparatus are provided for enabling a caller on hold to listen to one or more ongoing calls. The method includes receiving an incoming call, determining a subject category and at least one keyword associated with the incoming call, and determining an ongoing call based on the subject category and the at least one keyword. In one embodiment, keywords associated with calls may be stored in a database.

Claims

1. A method comprising:

receiving a telephone call from a first caller;

determining a category of the telephone call;

determining at least one keyword associated with the telephone call;

determining a conversation involving a second caller; and

enabling the first caller to participate in the conversation involving the second caller,

in which the conversation comprises an in-progress call between the second caller and an agent associated with a call center, and

in which the first caller is not an agent associated with the call center.

2. The method of claim 1, in which the first caller participates in the conversation by listening to the conversation.

3. The method of claim 1, in which the conversation comprises a conversation between the second caller and at least one caller.

4. The method of claim 1, in which the conversation comprises a conversation between the first caller and the second caller.

5. The method of claim 1, further comprising:

arranging for the second caller to receive a benefit.

6. The method of claim 1, in which the telephone call from the first caller is in a queue.

7. The method of claim 1, in which determining the conversation comprises:

determining the conversation based on the category.

8. The method of claim 1, in which determining the conversation comprises:

determining the conversation based on the at least one keyword.

9. The method of claim 1, in which determining the conversation comprises:

determining the conversation based on the category and the at least one keyword.

10. The method of claim 1, in which determining the at least one keyword comprises:

determining the at least one keyword based on the category.

11. The method of claim 1, in which determining the at least one keyword comprises:

determining the at least one keyword using a voice recognition module.

12. The method of claim 1, in which determining the at least one keyword comprises:

determining the at least one keyword using automatic speech recognition.

13. The method of claim 1, in which determining the at least one keyword comprises:

receiving an indication of the at least one keyword via an interactive voice response unit.

14. The method of claim 1, in which the at least one keyword is determined by an agent.

15. The method of claim 1, further comprising:

storing an indication of at least one keyword associated with the conversation.

16. The method of claim 15, in which determining the conversation comprises:

determining the conversation based on the at least one keyword associated with the telephone call and the at least one keyword associated with the conversation.

17. The method of claim 1, further comprising:

muting a portion of the conversation while the first caller is participating in the conversation.

18. The method of claim 1, further comprising:

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

19. The method of claim 1, further comprising:

before enabling the first caller to participate in the conversation,

transmitting a request to the first caller to provide a product identifier.

20. The method of claim 1, further comprising:

before enabling the first caller to participate in the conversation,

transmitting a request to the first caller to accept at least one term of use of the conversation.

21. The method of claim 1, further comprising:

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

22. The method of claim 21, 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.

23. The method of claim 21, in which arranging for the first caller to provide the benefit comprises:

arranging for the first caller to provide a payment.

24. A computer-readable medium storing instructions configured to direct a processor to perform the method of claim 1.

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

a processor; and

the computer-readable medium of claim 24, in communication with the processor.

26. A method comprising:

receiving a telephone call from a first caller;

determining a category of the telephone call;

determining at least one keyword associated with the telephone call;

determining a conversation involving a second caller; and

enabling the first caller to participate in the conversation involving the second caller,

in which the conversation comprises a recorded call between the second caller and an agent associated with a call center, and

in which the first caller is not an agent associated with the call center.

27. The method of claim 26, in which the first caller participates in the conversation by listening to the conversation.

28. The method of claim 26, in which the conversation comprises a conversation between the second caller and at least one caller.

29. The method of claim 26, in which the conversation comprises a conversation between the first caller and the second caller.

30. The method of claim 26, in which the second caller placed a second telephone call to a call center.

31. The method of claim 26, further comprising:

arranging for the second caller to receive a benefit.

32. The method of claim 26, in which the telephone call from the first caller is in a queue.

33. The method of claim 26, in which determining the conversation comprises:

determining the conversation based on the category.

34. The method of claim 26, in which determining the conversation comprises:

determining the conversation based on the at least one keyword.

35. The method of claim 26, in which determining the conversation comprises:

determining the conversation based on the category and the at least one keyword.

36. The method of claim 26, in which determining the at least one keyword comprises:

determining the at least one keyword based on the category.

37. The method of claim 26, in which determining the at least one keyword comprises:

determining the at least one keyword using a voice recognition module.

38. The method of claim 26, in which determining the at least one keyword comprises:

determining the at least one keyword using automatic speech recognition.

39. The method of claim 26, in which determining the at least one keyword comprises:

receiving an indication of the at least one keyword via an interactive voice response unit.

40. The method of claim 26, in which the at least one keyword is determined by an agent.

41. The method of claim 26, further comprising:

storing an indication of at least one keyword associated with the conversation.

42. The method of claim 41, in which determining the conversation comprises:

determining the conversation based on the at least one keyword associated with the telephone call and the at least one keyword associated with the conversation.

43. The method of claim 26, further comprising:

muting a portion of the conversation while the first caller is participating in the conversation.

44. The method of claim 26, further comprising:

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

45. The method of claim 26, further comprising:

before enabling the first caller to participate in the conversation,

transmitting a request to the first caller to provide a product identifier.

46. The method of claim 26, further comprising:

before enabling the first caller to participate in the conversation,

transmitting a request to the first caller to accept at least one term of use of the conversation.

47. The method of claim 26, further comprising:

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

48. The method of claim 47, 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.

49. The method of claim 47, in which arranging for the first caller to provide the benefit comprises:

arranging for the first caller to provide a payment.

50. A computer-readable medium storing instructions configured to direct a processor to perform the method of claim 26.

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

a processor; and

the computer-readable medium of claim 50, in communication with the processor.

52. A method comprising:

receiving a telephone call from a first caller;

determining a category of the telephone call;

determining at least one keyword associated with the telephone call;

determining a conversation involving a second caller; and

enabling the first caller to participate in the conversation involving the second caller,

in which the second caller placed a second telephone call to a call center, and

in which neither the first caller nor the second caller is an agent associated with the call center.

53. The method of claim 52, in which the first caller participates in the conversation by listening to the conversation.

54. The method of claim 52, in which the conversation comprises an in-progress call between the second caller and an agent associated with a call center.

55. The method of claim 52, in which the conversation comprises a recorded call between the second caller and an agent associated with a call center.

56. The method of claim 52, in which the conversation comprises a conversation between the second caller and at least one caller.

57. The method of claim 52, in which the conversation comprises a conversation between the first caller and the second caller.

58. The method of claim 52, further comprising:

arranging for the second caller to receive a benefit.

59. The method of claim 52, in which the telephone call from the first caller is in a queue.

60. The method of claim 52, in which determining the conversation comprises:

determining the conversation based on the category.

61. The method of claim 52, in which determining the conversation comprises:

determining the conversation based on the at least one keyword.

62. The method of claim 52, in which determining the conversation comprises:

determining the conversation based on the category and the at least one keyword.

63. The method of claim 52, in which determining the at least one keyword comprises:

determining the at least one keyword based on the category.

64. The method of claim 52, in which determining the at least one keyword comprises:

determining the at least one keyword using a voice recognition module.

65. The method of claim 52, in which determining the at least one keyword comprises:

determining the at least one keyword using automatic speech recognition.

66. The method of claim 52, in which determining the at least one keyword comprises:

receiving an indication of the at least one keyword via an interactive voice response unit.

67. The method of claim 52, in which the at least one keyword is determined by an agent.

68. The method of claim 52, further comprising:

storing an indication of at least one keyword associated with the conversation.

69. The method of claim 68, in which determining the conversation comprises:

determining the conversation based on the at least one keyword associated with the telephone call and the at least one keyword associated with the conversation.

70. The method of claim 52, further comprising:

muting a portion of the conversation while the first caller is participating in the conversation.

71. The method of claim 52, further comprising:

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

72. The method of claim 52, further comprising:

before enabling the first caller to participate in the conversation,

transmitting a request to the first caller to provide a product identifier.

73. The method of claim 52, further comprising:

before enabling the first caller to participate in the conversation,

transmitting a request to the first caller to accept at least one term of use of the conversation.

74. The method of claim 52, further comprising:

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

75. The method of claim 74, 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.

76. The method of claim 74, in which arranging for the first caller to provide the benefit comprises:

arranging for the first caller to provide a payment.

77. A computer-readable medium storing instructions configured to direct a processor to perform the method of claim 52.

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

a processor; and

the computer-readable medium of claim 77, in communication with the processor.

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

means for receiving a telephone call from a first caller;

means for determining a category of the telephone call;

means for determining at least one keyword associated with the telephone call;

means for determining a conversation involving a second caller; and

means for enabling the first caller to participate in the conversation involving the second caller,

in which the conversation comprises an in-progress call between the second caller and an agent associated with a call center, and

in which the first caller is not an agent associated with the call center.

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

means for receiving a telephone call from a first caller;

means for determining a category of the telephone call;

means for determining at least one keyword associated with the telephone call;

means for determining a conversation involving a second caller; and

means for enabling the first caller to participate in the conversation involving the second caller,

in which the conversation comprises a recorded call between the second caller and an agent associated with a call center, and

in which the first caller is not an agent associated with the call center.

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

means for receiving a telephone call from a first caller;

means for determining a category of the telephone call;

means for determining at least one keyword associated with the telephone call;

means for determining a conversation involving a second caller; and

means for enabling the first caller to participate in the conversation involving the second caller,

in which the second caller placed a second telephone call to a call center, and

in which neither the first caller nor the second caller is an agent associated with the call center.