System and method for providing enhanced answering services in a time-sensitive manner

• US 8,467,515 B2
• Filed: 08/06/2010
• Issued: 06/18/2013
• Est. Priority Date: 08/06/2010
• Status: Active Grant

• Current Assignee: ASD Limited (Klöckner & Co SE)
• Original Assignee: ASD Limited (Klöckner & Co SE)
• Inventors: Czachor, Martin Jr., Czachor, Kevin, Franke, Norman
• Primary Examiner(s): ZENATI, AMAL S
• Application Number:
  US12/851,785
• Publication Number:
  US 20120033799A1
• Time in Patent Office: 1,047 Days
• Field of Search: 379/265.02, 379/214.01, 379/213.01, 379/201, 379/67.1
• US Class Current: 379/214.01
• CPC Class Codes: H04M 3/42195 Arrangements for calling back a calling subscriber when the wanted subscriber ceases to be busy H04M3/48
• CPC Class Codes: H04M 3/4365 based on information specified by the calling party, e.g. priority or subject
• 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 3/5183 Call or contact centers with computer-telephony arrangements
• CPC Class Codes: H04M 3/5235 Dependent on call type or called number [DNIS]
• CPC Class Codes: H04M 3/533 Voice mail systems

Abstract

A computing system of an answering service answers an incoming call from a calling party on behalf of a called party, and allows an agent to converse with the calling party relating to a purpose of the incoming call from the calling party. At a triggering point, a signal is received from the agent while the incoming call from the calling party is still in progress. The triggering point occurs when the agent determines that the calling party is calling regarding a predetermined urgent matter. Contact with the called party is commenced upon receiving the signal and communication between the calling party and the called party is effectuated while the incoming call from the calling party is still in progress.

Claims

1. A method performed by an answering service on behalf of a predetermined called party when a calling party places an incoming call to the called party and the called party is unable or unwilling to answer the incoming call directly, the method being performed by a computing system of the answering service and comprising:

determining that the calling party has placed the incoming call to the predetermined called party and that the incoming call has been forwarded to the answering service because the called party is not immediately available to the calling party;

answering the forwarded incoming call from the calling party on behalf of the called party by way of a first call connection of the computing system;

identifying the called party based on the incoming call;

identifying to an agent at a display associated with the computing system the identified called party and allowing the agent to converse with the calling party relating to a purpose of the incoming call from the calling party;

receiving a signal from the agent at a triggering point while the incoming call from the calling party is still in progress, the triggering point being when the agent determines that the calling party is calling regarding a predetermined urgent matter;

commencing contact with the called party upon receiving the signal from the agent at the triggering point and while the incoming call from the calling party is still in progress; and

establishing such contact with the called party and effectuating communication between the calling party and the called party while the incoming call from the calling party is still in progress,

the computing system establishing contact with the called party by automatically placing an outgoing call to a telephone number of the called party by way of a second telephone connection of the computing system, the method further comprising;

receiving an answer to the placed outgoing call from the called party by way of the second telephone connection of the computing system;

communicatively coupling the incoming call and the placed outgoing call;

placing the placed outgoing call in a mute mode so that the called party can hear but cannot be heard;

notifying the agent that the coupled outgoing call is in progress so that the agent can then notify the calling party that the called party may be currently available to speak with the calling party;

receiving a signal from the agent to place the incoming call on hold;

receiving a signal from the agent to remove the mute mode from the outgoing call so that the agent can then consult with the called party regarding a status of the incoming call and the gathered answers; and

receiving a signal from the agent to remove the hold on the incoming call to allow the calling party and called party to speak directly by way of the coupled calls.

2. The method of claim 1 wherein the call is a telephone call.

3. The method of claim 1 wherein the called party is a funeral professional and the calling party is a client calling the funeral professional regarding obtaining funeral services for a deceased.

4. The method of claim 1 wherein the called party is a funeral professional, the calling party is a client calling the funeral professional regarding obtaining funeral services for a deceased, and the triggering point is when the agent determines that the calling party is initially calling regarding the deceased.

5. The method of claim 1 wherein the received signal from the agent at the triggering point is provided by way of an actuation device on the display actuated by the agent.

6. The method of claim 1 further comprising:

identifying the called party based on the answered incoming call;

obtaining a script associated with the identified called party from a database associated with the computing system;

running the obtained script to display questions to an agent at a display associated with the computing system and to gather answers from the calling party based on the displayed questions, the questions and answers relating to a purpose of the incoming call from the calling party,

the received signal from the agent at the triggering point being received prior to an ending of the script.

7. The method of claim 1 further comprising receiving a signal from the agent to disconnect out of the coupled calls once the calling party and the called party are speaking by way of the coupled calls.

8. A method performed by an answering service on behalf of a predetermined called party when a calling party places an incoming call to the called party and the called party is unable or unwilling to answer the incoming call directly, the method being performed by a computing system of the answering service and comprising:

determining that the calling party has placed the incoming call to the predetermined called party and that the incoming call has been forwarded to the answering service because the called party is not immediately available to the calling party;

answering the forwarded incoming call from the calling party on behalf of the called party by way of a first call connection of the computing system;

identifying the called party based on the incoming call;

identifying to an agent at a display associated with the computing system the identified called party and allowing the agent to converse with the calling party relating to a purpose of the incoming call from the calling party;

receiving a signal from the agent at a triggering point while the incoming call from the calling party is still in progress, the triggering point being when the agent determines that the calling party is calling regarding a predetermined urgent matter;

commencing contact with the called party upon receiving the signal from the agent at the triggering point and while the incoming call from the calling party is still in progress; and

establishing such contact with the called party and effectuating communication between the calling party and the called party while the incoming call from the calling party is still in progress, the computing system establishing contact with the called party by automatically sending an electronic message to an address of the called party by way of a data connection of the computing system, the message including a call-back telephone number by which the called party can place a call-back call to a second telephone connection of the computing system, the method further comprising;

receiving an answer to the placed outgoing call from the called party by way of the second telephone connection of the computing system;

communicatively coupling the incoming call and the placed outgoing call;

placing the placed outgoing call in a mute mode so that the called party can hear but cannot be heard;

notifying the agent that the coupled call-back call is in progress so that the agent can then notify the calling party that the called party may be currently available to speak with the calling party;

receiving a signal from the agent to place the incoming call on hold;

receiving a signal from the agent to remove the mute mode from the outgoing call so that the agent can then consult with the called party regarding a status of the incoming call and the gathered answers; and

receiving a signal from the agent to remove the hold on the incoming call to allow the calling party and called party to speak directly by way of the coupled calls.

9. The method of claim 8 wherein the call is a telephone call.

10. The method of claim 8 wherein the called party is a funeral professional and the calling party is a client calling the funeral professional regarding obtaining funeral services for a deceased.

11. The method of claim 8 wherein the called party is a funeral professional, the calling party is a client calling the funeral professional regarding obtaining funeral services for a deceased, and the triggering point is when the agent determines that the calling party is initially calling regarding the deceased.

12. The method of claim 8 wherein the received signal from the agent at the triggering point is provided by way of an actuation device on the display actuated by the agent.

13. The method of claim 8 further comprising:

identifying the called party based on the answered incoming call;

obtaining a script associated with the identified called party from a database associated with the computing system;

running the obtained script to display questions to an agent at a display associated with the computing system and to gather answers from the calling party based on the displayed questions, the questions and answers relating to a purpose of the incoming call from the calling party, the received signal from the agent at the triggering point being received prior to an ending of the script.

14. The method of claim 8 further comprising receiving a signal from the agent to disconnect out of the coupled calls once the calling party and the called party are speaking by way of the coupled calls.