Method and system for telephone wait user interface selection

• US 7,986,776 B2
• Filed: 06/09/2008
• Issued: 07/26/2011
• Est. Priority Date: 04/15/2004
• Status: Expired due to Fees

• Current Assignee: Kyndryl Incorporated (Kyndryl Holdings, Inc.)
• Original Assignee: International Business Machines Corporation
• Inventors: Waters, Timothy Moffett, Gusler, Carl Phillip, Schatz, Harry, Hamilton, Rick Allen II
• Primary Examiner(s): Kuntz; Curtis
• Assistant Examiner(s): NGUYEN, PHUNG HOANG JOSEPH
• Application Number:
  US12/135,325
• Publication Number:
  US 20090249083A1
• Time in Patent Office: 1,142 Days
• Field of Search: 379/266, 379/269, 379/226.01, 379/266.04, 379/265.13, 379/203.01, 379/88.11
• US Class Current: 379/266.01
• CPC Class Codes: G06F 21/6209 to a single file or object, e.g. in a secure envelope, encrypted and accessed using a key, or with access control rules appended to the object itself
• CPC Class Codes: G06F 2221/2107 File encryption
• CPC Class Codes: G06F 2221/2113 Multi-level security, e.g. mandatory access control
• CPC Class Codes: G06F 2221/2149 Restricted operating environment
• CPC Class Codes: H04L 2209/60 Digital content management, e.g. content distribution
• CPC Class Codes: H04L 9/088 Usage controlling of secret information, e.g. techniques for restricting cryptographic keys to pre-authorized uses, different access levels, validity of crypto-period, different key- or password length, or different strong and weak cryptographic algorithms network architectures or network communication protocols for using time-dependent keys in a packet data network H04L63/068
• CPC Class Codes: H04L 9/14 using a plurality of keys or algorithms

Abstract

In the method of the present invention, a customer of a service provider would be placed in hold while waiting to speak to a customer service representative. The method and system of the invention would recognize the telephone number of the caller using a “caller ID” system. If this call is the first time the caller has ever called, the caller would be presented with an audible listing of listening choices that would include but not be limited to the latest news, the weather (of the caller'"'"'s location), financial headlines, or a selection of music stations (via cable radio, for example). The caller would then speak or type his/her preference into the keypad and the selection would be played. If the caller does not like the selection, the caller can then speak another selection or type the new selection as many times as the caller prefers. The caller selection is recorded in a caller preference database. Finally, when the same customer calls one or more additional times, the system would retain the caller'"'"'s number and preferred listening selection, based on caller ID value. The listening selection would automatically be played on subsequent calls.

Claims

1. A method for creating a caller preference database for use in determining the listening preference of a caller comprising the steps of:

receiving a call;

identifying the telephone number of the call;

determining whether it is necessary to place a caller in a hold queue;

determining whether the caller desires to hear a listening option while in the queue;

when the caller desires to hear listening options and the identified telephone number is not currently in the database, creating a record for each identified telephone number, the record comprising fields for the telephone number area code, the telephone number and the listening preference of the caller;

presenting listening options to the caller;

detecting selected listening options of the caller;

recording a listening option selected by the caller in the caller listening preference field of the created record;

storing a newly created record in the caller record in the database in a location based on the area code of the caller telephone number, the database having a set of sub-directories in the caller database base on the area codes of the caller telephone numbers of the callers; and

repeating above said steps for each newly identified caller telephone number.

2. The method as described in claim 1 further comprising the step of creating a set of sub-directories in the caller database, the sub-directories being based on area codes of caller'"'"'s telephone numbers.

3. The method as described in claim 2 further comprises the step of creating a sub-directory record for the area code and a pointer in each record for an identified telephone number that points to the record of the corresponding area code.

4. A computer program product, comprising a computer readable storage device storing program instructions configured to be executed in a data processing system to implement a method for creating a caller preference database for use in determining the listening preference of a caller, said method comprising:

receiving a call;

identifying the telephone number of the call;

instructions determining whether it is necessary to place a caller in a hold queue;

determining whether the caller desires to hear a listening option while in the queue;

creating a record for each identified telephone number, the record comprising fields for the telephone number area code, the telephone number and the listening preference of the caller;

presenting listening options to the caller;

instructions for detecting selected listening options of the caller;

recording a listening option selected by the caller in the caller listening preference field of the created record;

storing the record in the caller record in the database, the database having a set of sub-directories in the caller database base on the area code of the caller telephone number; and

repeating above said steps for each newly identified caller telephone number.

5. The computer program product of claim 4, said method further comprising:

the step of creating a set of sub-directories in the caller database, the subdirectories being based on area codes of caller'"'"'s telephone numbers.

6. The computer program product as described in claim 5, said method further comprising:

creating a sub-directory record for the area code and a pointer in each record for an identified telephone number that points to the record of the corresponding area code.