Systems, methods, and devices for an enhanced on-hold interface

• US 7,912,208 B1
• Filed: 12/15/2006
• Issued: 03/22/2011
• Est. Priority Date: 02/20/2003
• Status: Active Grant

• Current Assignee: AT&T Intellectual Property I LP (AT&T, Inc.)
• Original Assignee: AT&T Intellectual Property I LP (AT&T, Inc.)
• Inventors: Gao, Xiaofeng, Scott, David
• Primary Examiner(s): Anwah; Olisa
• Application Number:
  US11/611,548
• Time in Patent Office: 1,558 Days
• Field of Search: 379/265.01, 379/265.14, 379/266.01, 379/201.01, 379/215.01, 379/212.01, 379/257, 379/211.02, 379/309, 379/265.09
• US Class Current: 379/265.09
• 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 3/4285 Notifying, informing or entertaining a held party while on hold, e.g. Music On Hold
• CPC Class Codes: H04M 3/5166 in combination with interactive voice response systems or voice portals, e.g. as front-ends

Abstract

An on-hold interface system is disclosed. According to one embodiment, the system includes an interactive voice response system for providing a plurality of audio signals to a telecommunications device of a calling party, wherein the calling party has been placed on-hold. The system also includes a server for checking accessibility of a network connection of a network device, wherein the network device is associated with the telecommunications device of the calling party. The system also includes an enhanced on-hold interface system for providing a plurality of signals to the network device. In addition, the system includes an automatic call distributor for receiving a signal indicating the accessibility of the network connection of the network device, and for instructing the enhanced on-hold interface system and the interactive voice response system to provide the plurality of signals to the network device and the telecommunications device based the accessibility of the network connection.

Claims

1. A method for providing enhanced content to a caller, the method comprising:

receiving a call from a first communications device of a caller, the first communications device having a communications number;

placing the call in a queue, the queue comprising an on hold condition;

determining from a network node that the caller has a second communications device connected to a network;

locating a network address of the second communications device corresponding to the communications number of the first communications device;

querying the caller via the first communications device as to whether the caller would like to receive content via the second communications device while the call is in the queue;

receiving a response from the caller;

providing audio information to the caller via the first communications device at least a portion of the time the call is in the queue;

initiating a communications session with the second communications device;

transmitting information to the second communications device via the network address while the call is in the queue; and

prompting the caller after a predetermined period of time has elapsed after the transmission of information to the second communications device via the network address as to whether the caller wishes to continue receiving information at the second communications device via the network address.

2. The method of claim 1, wherein the locating comprises mapping a communications number of the first communications device to the network address of the second communications device.

3. The method of claim 1, wherein the prompting comprises an audio prompt sent to the first communications device.

4. The method of claim 1, wherein the prompting comprises a visual prompt sent to the second communications device via the network address.

5. The method of claim 1, wherein the information transmitted to the second communications device via the network address comprises a web page.

6. The method of claim 1, wherein the information transmitted to the second communications device via the network address comprises a universal resource locator (URL) address.

7. The method of claim 1, further comprising:

discontinuing the transmission of information to the second communications device via the network address;

removing the call from the queue; and

connecting the caller with a representative of a called party.

8. The method of claim 1, wherein the information transmitted to the second communications device via the network address is related to the audio information provided to the caller via the first communications device as the call remains in the queue.

9. The method of claim 1, wherein the transmission of information to the second communications device via the network address comprises webcasting.

10. A system for providing enhanced content to a caller having placed a call, the system comprising:

an interactive voice response system that queries the caller via a first communications device as to whether the caller would like to receive content via a second communications device while the call is in a queue, and receives a response from the caller;

a network node that stores information as to whether the second communications device is connected to a network, and that associates a communications number of the first communications device with a network address of the second communications device;

a server that hosts an on hold interface and that transmits information to the second communications device via the network address while providing audio information to the caller via the first communications device as the call remains in the queue; and

an automatic call distributor that receives from the network node an indication that the caller has a second communications device connected to a network and an identification of the network address of the second communications device, and that directs the server to initiate a communications session with the caller via the network address of the second communications device.

11. A non-transitory computer readable medium storing a program of encoded computer executable instructions for providing enhanced content to a caller, the method comprising:

a call receiving code segment that receives a call from a first communications device of a caller, the first communications device having a communications number;

a queue placing code segment that places the call in a queue;

a determining code segment that determines from a network node that the caller has a second communications device connected to a network;

a locating code segment that locates a network address of the second communications device that corresponds to the communications number of the first communications device;

a querying code segment that queries the caller via the first communications device as to whether the caller would like to receive content via the second communications device while the call is in the queue;

a response receiving code segment that receives a response from the caller;

a providing code audio segment that provides audio information to the caller via the first communications device at least a portion of the time the call is in the queue;

an initiating code segment that initiates a communications session with the second communications device;

a transmitting code segment that transmits information to the second communications device via the network address while the call is in the queue; and

a prompting code segment that prompts the caller after a predetermined period of time has elapsed after the transmission of information to the second communications device via the network address as to whether the caller wishes to continue receiving information at the second communications device via the network address.

12. The non-transitory computer readable medium of claim 11, wherein the locating comprises mapping a communications number of the first communications device to the network address of the second communications device.

13. The non-transitory computer readable medium of claim 11, wherein the prompting comprises an audio prompt sent to the first communications device and a visual prompt sent to the second communications device via the network address.

14. The non-transitory computer readable medium of claim 11, wherein the information transmitted to the second communications device via the network address comprises a web page.

15. The non-transitory computer readable medium of claim 11, wherein the information transmitted to the second communications device via the network address comprises a universal resource locator (URL) address.

16. The non-transitory computer readable medium of claim 11, further comprising:

a discontinuing code segment that discontinues the transmission of information to the second communications device via the network address;

a queue removing code segment that removes the call from the queue; and

a connecting code segment that connects the caller with a representative of a called party.

17. The non-transitory computer readable medium of claim 11, wherein the information transmitted to the second communications device via the network address is related to the audio information provided to the caller via the first communications device as the call remains in the queue.

18. The non-transitory computer readable medium of claim 11, wherein the transmission of information to the second communications device via the network address comprises webcasting.