System and Method for Providing Enhanced Answering Services in a Time-Sensitive Manner
First Claim
1. A method performed by an answering service on behalf of a 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:
- answering the incoming call from the calling party on behalf of the called party by way of a first call connection of the computing system;
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.
1 Assignment
0 Petitions
Accused Products
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.
10 Citations
20 Claims
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1. A method performed by an answering service on behalf of a 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:
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answering the incoming call from the calling party on behalf of the called party by way of a first call connection of the computing system; 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. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 16, 17, 18, 19, 20)
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Specification