Multiple service representative conferencing apparatus and method
First Claim
1. Group conferencing apparatus including a controller for controlling the connection of plural terminals of service representatives to a call-in caller, said apparatus comprisinga memory, coupled to the controller, for storing service selection criteria regarding a number of service representatives greater than one to be simultaneously connected to the call-in caller andswitch, coupled to the controller and accessed by the call-in caller upon dialing a predetermined number, for simultaneously connecting said plural terminals of service representatives to said call-in caller in accordance with said service selection criteria.
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Accused Products
Abstract
A group conferencing arrangement for a counseling service permits the simultaneous connection of two or more service representatives to a call-in caller, i.e. without need for one service representative to add-on the second service representative conferee. The call-in caller signifies their wishing to partake in a plural service representative call by dialing a special 800 or 900 telephone number or signifying the same via entering an appropriate response to an audio response unit. Each service representative may have a terminal equipped with a display or other means for receiving the identity of the call-in caller and the other service representative connected to the group conference call. A common controlled automatic call distributor for providing the group conferencing feature preferably includes dual tone multi-frequency receiver/decoder circuits, automatic number identification and dialed number identification circuits, audio response circuits and conference bridge circuits including automatic dialing equipment. In an enhancement, caller preference criteria is matched to service representative data prior to determining service representatives to be connected to the caller. Moreover, calls may be intentionally limited in duration or number to protect the caller, calls may be blocked if certain negative criteria is matched, certain fraud control measures taken in the event the caller is to be billed for the service and form of payment authorization obtained prior to completion of a call.
55 Citations
18 Claims
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1. Group conferencing apparatus including a controller for controlling the connection of plural terminals of service representatives to a call-in caller, said apparatus comprising
a memory, coupled to the controller, for storing service selection criteria regarding a number of service representatives greater than one to be simultaneously connected to the call-in caller and switch, coupled to the controller and accessed by the call-in caller upon dialing a predetermined number, for simultaneously connecting said plural terminals of service representatives to said call-in caller in accordance with said service selection criteria.
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11. A method for establishing a group telecommunications conference among a call-in caller and two or more service representatives comprising the steps of
at least two service representatives logging in to a service bureau, establishing a service representative availability queue, receiving a call from a call-in caller, collecting service criteria including at least the criteria of a two service representative service call and simultaneously connecting the two service representatives to the call-in caller.
Specification