Method and apparatus for priority queuing of telephone calls
First Claim
1. A method for call processing, comprising the steps of:
- (a) arranging call identifiers in a queue in dependence upon a time of receipt of calls corresponding thereto;
(b) in accordance with a criteria, providing a message to a caller, whose call identifier is present in said queue, said message offering an option for the caller'"'"'s call to receive an earlier answer in exchange for a payment; and
(c) responding to said caller'"'"'s acceptance of said offer by moving said caller'"'"'s call identifier within said queue.
9 Assignments
0 Petitions
Accused Products
Abstract
A PBX/automatic call distributor (ACD) system allows callers to exercise control over their rank order within a phone queue. The ACD accesses a call database and develops offers to be made to callers, based upon a caller reaching a particular position in a queue or at a position at which the call is first placed in the queue. An interactive voice response unit (IVRU) is employed to offer a caller a chance to move up in the queue in return for a payment. If the caller wishes to accept the offer, the caller responds by using the touch tone keys of his/her telephone and entering a credit card number, an account number, or indicating some other method of payment. The ACD then changes the rank order of the caller'"'"'s call within the phone queue and alters the rank position of other calls within the queue, accordingly.
367 Citations
246 Claims
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1. A method for call processing, comprising the steps of:
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(a) arranging call identifiers in a queue in dependence upon a time of receipt of calls corresponding thereto; (b) in accordance with a criteria, providing a message to a caller, whose call identifier is present in said queue, said message offering an option for the caller'"'"'s call to receive an earlier answer in exchange for a payment; and (c) responding to said caller'"'"'s acceptance of said offer by moving said caller'"'"'s call identifier within said queue. - View Dependent Claims (2, 3, 4, 5)
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6. A system for processing of received calls directed to a plurality of agents, comprising:
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call distribution means for arranging call identifiers in a queue in dependence upon a time of receipt of calls corresponding thereto and operational in accordance with predetermined criteria, for outputting a message transmission signal; voice response means operative in accordance with said message transmission signal from said call distribution means, for providing a message to a caller whose call identifier is present in said queue, said message offering an option for the caller'"'"'s call to receive an earlier response in exchange for a payment, and for informing said call distribution means of said caller'"'"'s acceptance of said offer; and said call distribution means responsive to said informing for moving said caller'"'"'s call identifier in said queue so as to enable said caller'"'"'s call to be answered in a shorter period than if the offer had not been accepted. - View Dependent Claims (7, 8, 9)
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10. An automatic call distributor operative in combination with a voice response unit to process received calls directed to a plurality of agents, comprising:
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a) means for arranging call identifiers in a queue in dependence upon a time of receipt of calls corresponding thereto; b) means, operational in accordance with predetermined criteria, for outputting a message transmission signal which causes said voice response unit to provide a message to a caller, whose call identifier is present in said queue, said message offering an option for the caller'"'"'s call to be moved in said queue in exchange for a payment; and c) means responsive to said means b) indicating said caller'"'"'s acceptance of said offer, by moving said caller'"'"'s call identifier in said queue so as to enable said caller'"'"'s call to be answered in a shorter period of time than if the offer had not been accepted. - View Dependent Claims (11, 12, 13, 14)
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15. A method of accessing a limited availability telephone information provider, comprising the steps of:
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calling said telephone information provider and receiving a position in a queue of other callers awaiting access to said information; receiving from said provider an offer to change said position in said queue in exchange for predetermined compensation, said offer including an option to bid for a second position in said queue; and responding to said offer. - View Dependent Claims (16, 17, 18)
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19. A memory media for controlling a computer system to perform call processing, said memory media comprising:
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a) means for controlling said computer system to arrange call identifiers in a queue in dependence upon a time of receipt of calls corresponding thereto; b) means operative in accordance with a criteria, for controlling said computer system to provide a message to a caller, whose call identifier is present in said queue, said message offering an option for the caller'"'"'s call to receive an earlier answer in exchange for a payment; and c) means for controlling said computer system to respond to said caller'"'"'s acceptance of said offer by arranging for said caller'"'"'s call to be answered in a shorter period than if the offer had not been accepted. - View Dependent Claims (20, 21, 22, 23, 24)
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25. A method for call processing, comprising the steps of:
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receiving a call from a caller; associating the call with a first time period in a queue; providing, to the caller, a queue movement offer requiring a payment; receiving, from the caller, a response to the queue movement offer; and answering the call within a second time period that is shorter than the first time period, if the offer is accepted by the caller. - View Dependent Claims (26, 27, 28, 29, 30, 31, 32, 33)
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34. A method for call processing, comprising:
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receiving a call; transmitting an upgrade offer including a payment amount; receiving a response to the upgrade offer; if the response does not indicate an acceptance of the upgrade offer, answering the call within a first time period; and if the response indicates an acceptance of the upgrade offer, answering the call within a second time period that is shorter than the first time period. - View Dependent Claims (35, 36, 37, 38, 39, 40)
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41. A method for call processing, comprising:
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receiving a call; transmitting an upgrade offer including an option to bid for a queue movement; receiving a response to the upgrade offer; if the response does not indicate an acceptance of the upgrade offer, answering the call within a first time period; and if the response indicates an acceptance of the upgrade offer, answering the call within a second time period that is shorter than the first time period.
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42. A method for call processing, comprising:
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receiving a call; transmitting an upgrade offer requiring a payment, and if the upgrade offer is declined; transmitting a second upgrade offer requiring a payment with different terms; receiving a response to the second upgrade offer; if the response does not indicate an acceptance of the second upgrade offer, answering the call within a first time period; and if the response indicates an acceptance of the second upgrade offer, answering the call within a second time period that is shorter than the first time period.
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43. A method for call processing, comprising:
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receiving a call; placing the call in a queue; transmitting an upgrade offer including a payment amount; receiving an acceptance of the upgrade offer; and moving the call up in the queue in response to the received acceptance, thereby moving the call closer to a top of the queue. - View Dependent Claims (44, 45, 46)
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47. A method for call processing, comprising:
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receiving a call; placing the call in a queue; transmitting an upgrade offer including an option to bid for a queue movement; receiving an acceptance of the upgrade offer and a bid; and moving the call up in the queue in response to the received acceptance and the bid, thereby moving the call closer to a top of the queue.
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48. A method for call processing, comprising:
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receiving a call; placing the call in a queue; transmitting an upgrade offer including an option to select one of a plurality of available positions in the queue in exchange for a corresponding payment amount; receiving an acceptance of the upgrade offer; and moving the call up in the queue in response to the received acceptance and the corresponding payment amount, thereby moving the call closer to a top of the queue.
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49. A method for call processing, comprising:
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receiving a call; placing the call in a queue, the call having a position in the queue; transmitting an upgrade offer including a payment amount; receiving an acceptance of the upgrade offer; and responsive to the acceptance, repositioning the call in the queue to a higher rank. - View Dependent Claims (50, 51, 52)
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53. A method for call processing, comprising:
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receiving a call; placing the call in a queue, the call having a position in the queue; transmitting an upgrade offer including an option to bid for a queue position; receiving an acceptance of the upgrade offer; and repositioning the call in the queue to a higher rank.
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54. A method for call processing, comprising:
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receiving a call from a caller; placing the call in a queue, the call having a position in the queue; transmitting an upgrade offer requiring a payment, and if the upgrade offer is not accepted; transmitting periodically a plurality of subsequent upgrade offers, each requiring a payment, to the caller; receiving an acceptance of one of the plurality of subsequent upgrade offers; and repositioning the call in the queue to a higher rank.
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55. A method for call processing, comprising:
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receiving a call; placing the call in a queue, the call having a position in the queue; transmitting an upgrade offer including a payment amount; receiving an acceptance of the upgrade offer; and responsive to the acceptance, altering the position of the call in the queue such that the call may be answered in a shorter period of time than if the position had not been altered. - View Dependent Claims (56, 57, 58)
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59. A method for call processing, comprising:
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receiving a call; placing the call in a queue, the call having a position in the queue; transmitting an upgrade offer including an option to bid for a queue position; receiving an acceptance of the upgrade offer; and altering the position of the call in the queue such that the call may be answered in a shorter period of time than if the position had not been altered.
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60. A method for call processing, comprising:
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receiving a call; placing the call in a queue, the call having a position in the queue; transmitting an upgrade offer including an option to select one of multiple available positions in the queue; receiving an acceptance of the upgrade offer and a selection of one of the multiple available positions; and altering the position of the call in the queue in accordance with the selection, whereby the call may be answered in a shorter period of time than if the position had not been altered. - View Dependent Claims (61)
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62. A method for call processing, comprising:
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receiving a call; placing the call in a queue; transmitting an upgrade offer including a payment amount while the call is in the queue; receiving an acceptance of the upgrade offer while the call is in the queue; and moving the call from the queue to a priority queue in response to the acceptance, the priority queue having a guarantee of response within a predetermined time. - View Dependent Claims (63, 64, 65)
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66. A method for call processing, comprising:
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receiving a call; placing the call in a queue; transmitting an upgrade offer including an option to bid for a queue position while the call is in the queue; receiving an acceptance of the upgrade offer while the call is in the queue; and moving the call from the queue to a priority queue in response to the acceptance, the priority queue having a guarantee of response within a predetermined time.
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67. A method for call processing, comprising:
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receiving a call; placing the call in a queue; transmitting an upgrade offer including a payment amount while the call is in the queue, and if the upgrade offer is not accepted; transmitting at least one subsequent offer to the caller; receiving an acceptance of one of the subsequent upgrade offers while the call is in the queue; and moving the call from the queue to a priority queue in response to the acceptance, the priority queue having a guarantee of response within a predetermined time. - View Dependent Claims (68)
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69. A method of processing a telephone call, comprising the steps of:
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receiving a telephone call from a caller; placing said telephone call on hold; transmitting to said caller while said telephone call is on hold an offer to shorten the time period said telephone call will be on hold in exchange for a monetary payment; responding to said call, if said offer is not accepted, in a first period of time; and responding to said call, if said offer is accepted, in a second period of time shorter than said first period of time. - View Dependent Claims (70, 71, 72, 73, 74, 75, 76)
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77. A method of call processing, comprising the steps of:
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receiving a telephone call from a caller; placing said telephone call on hold including assigning said telephone call a position in a queue; transmitting to said caller an offer to shorten a time period said telephone call will be on hold in exchange for a payment; receiving an acceptance of said offer, while said call is on hold, including an indication of said payment; and shortening, responsive to said step of receiving an acceptance, said time period. - View Dependent Claims (78, 79, 80, 81, 82, 83, 84)
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85. A method of processing a telephone call, comprising the steps of:
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receiving a telephone call from a caller; placing said telephone call on hold; transmitting to said caller while said telephone call is on hold an offer to bid against other callers to shorten a time period said telephone call will be on hold; receiving a response to said offer; and receiving, if said offer is accepted, an indication of a value of the bid. - View Dependent Claims (86, 87, 88, 89, 90)
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91. A method of accessing a telephone service provider, comprising the steps of:
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placing a telephone call to a service provider; receiving a position on hold in a queue with other telephone callers awaiting access to said service provider; receiving an offer while on hold to decrease a time period in said queue in exchange for a payment; responding to said offer; and receiving, if the responding is an acceptance of said offer, a decrease in said time period for access to said service provider. - View Dependent Claims (92, 93, 94, 95, 96)
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97. A method of accessing a telephone service provider, comprising the steps of:
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placing a telephone call to a service provider; receiving a position on hold in a queue with other telephone callers awaiting access to said service provider; receiving an offer while on hold to bid against other callers to decrease a time period in said queue; responding to said offer; and providing, if said responding is an acceptance of said offer, an indication of a value of the bid. - View Dependent Claims (98)
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99. A system for call processing, comprising:
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means for receiving a call from a caller; means for placing the call in a queue; means for transmitting a queue movement offer including a payment amount to the caller; means for receiving a response to the queue movement offer; means for answering the call within a first time period, if the response to the queue movement offer for the call is not accepted; and means for answering the call within a second time period that is shorter than the first time period, if the response to the queue movement offer for the call is accepted. - View Dependent Claims (100, 101, 102, 103, 104)
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105. A system for call processing, comprising:
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means for receiving a call from a caller; means for placing the call in a queue; means for transmitting a queue movement offer including an option to bid for a queue movement to the caller; means for receiving a response to the queue movement offer; means for answering the call within a first time period, if the response to the queue movement offer for the call is not accepted; and means for answering the call within a second time period that is shorter than the first time period, if the response to the queue movement offer for the call is accepted.
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106. A system for call processing, comprising:
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means for receiving a call from a caller; means for placing the call in a queue; means for transmitting to the caller a queue movement offer including an option to move to a top of the queue in exchange for a payment; means for receiving a response to the queue movement offer; means for answering the call within a first time period, if the response to the queue movement offer for the call is not accepted; and means for answering the call within a second time period that is shorter than the first time period, if the response to the queue movement offer for the call is accepted.
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107. A system for call processing, comprising:
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means for receiving a call from a caller; means for transmitting a queue movement offer including a payment amount to the caller; means for receiving a response to the queue movement offer from the caller; means, if the response does not indicate an acceptance of the queue movement offer, for answering the call within a first time period; and means, if the response indicates an acceptance of the queue movement offer, for answering the call within a second time period that is shorter than the first time period. - View Dependent Claims (108, 109, 110, 111, 112, 113)
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114. A system for call processing, comprising:
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means for receiving a call from a caller; means for transmitting a queue movement offer including an option to bid for a queue movement; means for receiving a response to the queue movement offer from the caller; means, if the response does not indicate an acceptance of the queue movement offer, for answering the call within a first time period; and means, if the response indicates an acceptance of the queue movement offer, for answering the call within a second time period that is shorter than the first time period.
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115. A system for call processing, comprising:
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means for receiving a call from a caller; means for transmitting a first queue movement offer requiring a payment; means for transmitting a second queue movement offer requiring a payment with different terms, if the first queue movement offer is declined; means for receiving a response to the second queue movement offer from the caller; means, if the response does not indicate an acceptance of the second queue movement offer, for answering the call within a first time period; and means, if the response indicates an acceptance of the second queue movement offer, for answering the call within a second time period that is shorter than the first time period.
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116. A system for call processing, comprising:
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means for receiving a call from a caller; means for placing the call in a queue; means for transmitting an upgrade offer including a payment amount to the caller; means for receiving an acceptance of the upgrade offer; and means for moving the call up in the queue in response to the received acceptance, thereby moving the call closer to a top of the queue. - View Dependent Claims (117, 118, 119)
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120. A system for call processing, comprising:
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means for receiving a call from a caller; means for placing the call in a queue; means for transmitting to the caller an upgrade offer including an option to bid for a queue movement; means for receiving an acceptance of the upgrade offer; and means for moving the call up in the queue in response to the received acceptance, thereby moving the call closer to a top of the queue.
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121. A system for call processing, comprising:
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means for receiving a call from a caller; means for placing the call in a queue; means for transmitting an upgrade offer including an option to select one of a plurality of available positions in the queue in exchange for a corresponding payment amount; means for receiving an acceptance of the upgrade offer and a selection of one of the plurality of available positions; and means for moving the call up in the queue to the one of the plurality of available positions in response to the received acceptance and the selection, thereby moving the call closer to a top of the queue.
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122. A system for call processing, comprising:
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means for receiving a call from a caller; means for placing the call in a queue, the call having a rank in the queue; means for transmitting an upgrade offer including a payment amount to the caller; means for receiving an acceptance of the upgrade offer; and means for repositioning, in response to the acceptance, the call in the queue to a higher rank. - View Dependent Claims (123, 124, 125)
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126. A system for call processing, comprising:
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means for receiving a call from a caller; means for placing the call in a queue, the call having a rank in the queue; means for transmitting to the caller an upgrade offer including an option to bid for a queue position; means for receiving an acceptance of the upgrade offer; and means for repositioning, in response to the acceptance, the call in the queue to a higher rank.
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127. A system for call processing, comprising:
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means for receiving a call from a caller; means for placing the call in a queue, the call having a rank in the queue; means for transmitting an upgrade offer, requiring a payment, to the caller; means for transmitting periodically to the caller a plurality of subsequent upgrade offers, each requiring a payment, if the upgrade offer is not accepted; means for receiving an acceptance of one of the plurality of subsequent upgrade offers; and means for repositioning, in response to the acceptance, the call in the queue to a higher rank.
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128. A system for call processing, comprising:
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means for receiving a call from a caller; means for placing the call in a queue, the call having a position in the queue; means for transmitting an upgrade offer including a payment amount to the caller; means for receiving an acceptance of the upgrade offer from the caller; and means for altering, in response to the acceptance, the position of the call in the queue such that the call may be answered in a shorter period of time that if the position had not been altered. - View Dependent Claims (129, 130, 131)
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132. A system for call processing, comprising:
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means for receiving a call from a caller; means for placing the call in a queue, the call having a position in the queue; means for transmitting to the caller an upgrade offer including an option to bid for a queue position; means for receiving an acceptance of the upgrade offer from the caller; and means for altering, in response to the acceptance, the position of the call in the queue such that the call may be answered in a shorter period of time that if the position had not been altered.
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133. A system for call processing, comprising:
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means for receiving a call from a caller; means for placing the call in a queue, the call having a position in the queue; means for transmitting to the caller an upgrade offer including an option to select one of multiple available positions in the queue; means for receiving an acceptance of the upgrade offer from the caller and a selection of one of the multiple available positions; and means for altering, in response to the acceptance, the position of the call in the queue to the selected one of the multiple available positions, whereby the call may be answered in a shorter period of time that if the position had not been altered. - View Dependent Claims (134)
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135. A system for call processing, comprising:
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means for receiving a call from a caller; means for placing the call in a queue; means for transmitting an upgrade offer including a payment amount to the caller while the call is in the queue; means for receiving an acceptance of the upgrade offer while the call is in the queue; and means for moving the call from the queue to a priority queue in response to the acceptance, the priority queue having a guarantee of response within a predetermined time. - View Dependent Claims (136, 137, 138)
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139. A system for call processing, comprising:
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means for receiving a call from a caller; means for placing the call in a queue; means for transmitting to the caller an upgrade offer including an option to bid for a queue position while the call is in the queue; means for receiving an acceptance of the upgrade offer while the call is in the queue; and means for moving the call from the queue to a priority queue in response to the acceptance, the priority queue having a guarantee of response within a predetermined time.
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140. A system for call processing, comprising:
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means for receiving a call from a caller; means for placing the call in a queue; means for transmitting an upgrade offer including a payment amount to the caller while the call is in the queue; means for transmitting to the caller at least one subsequent offer, if the upgrade offer is not accepted; means for receiving an acceptance of the at least one upgrade offer while the call is in the queue; and means for moving the call from the queue to a priority queue in response to the acceptance, the priority queue having a guarantee of response within a predetermined time. - View Dependent Claims (141)
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142. A system for processing a telephone call, comprising:
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means for receiving a telephone call from a caller; means for placing said telephone call on hold; means for transmitting to said caller while said telephone call is on hold an offer to shorten the time period said telephone call will be on hold in exchange for a monetary payment; means for responding to said call, if said offer is not accepted, in a first period of time; and means for responding to said call, if said offer is accepted, in a second period of time shorter than said first period of time. - View Dependent Claims (143, 144, 145, 146, 147, 148, 149)
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150. A system for call processing, comprising:
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means for receiving a telephone call from a caller; means for placing said telephone call on hold including assigning said telephone call a position in a queue; means for transmitting to said caller an offer to shorten a time period said telephone call will be on hold in exchange for a payment; means for receiving an acceptance of said offer, while said call is on hold, including an indication of said payment; and means for shortening, responsive to said step of receiving an acceptance, said time period. - View Dependent Claims (151, 152, 153, 154, 155, 156, 157)
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158. A system for processing a telephone call, comprising:
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means for receiving a telephone call from a caller; means for placing said telephone call on hold; means for transmitting to said caller while said telephone call is on hold an offer to bid against other callers to shorten a time period said telephone call will be on hold; means for receiving a response to said offer; and means for receiving, if said offer is accepted, an indication of a value of the bid. - View Dependent Claims (159, 160, 161, 162, 163)
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164. A system for accessing a telephone service provider, comprising:
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means for placing a telephone call to a service provider; means for receiving a position on hold in a queue with other telephone callers awaiting access to said service provider; means for receiving an offer while on hold to decrease a time period in said queue in exchange for a payment; means for responding to said offer; and means for receiving, if the responding is an acceptance of said offer, a decrease in said time period for access to said service provider. - View Dependent Claims (165, 166, 167, 168, 169)
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170. A system for accessing a telephone service provider, comprising:
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means for placing a telephone call to a service provider; means for receiving a position on hold in a queue with other telephone callers awaiting access to said service provider; means for receiving an offer while on hold to bid against other callers to decrease a time period in said queue; means for responding to said offer; and means for providing, if said responding is an acceptance of said offer, an indication of a value of the bid. - View Dependent Claims (171)
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172. A system for call processing, comprising:
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a processor; a memory connected to the processor and including instructions for controlling the processor; the processor operative with the instructions in the memory to; receive a call from a caller; place the call in a queue; transmit to the caller a queue movement offer including a payment amount; answer the call within a first time period, if a response to the queue movement offer for the call is not accepted; and answer the call within a second time period that is shorter than the first time period, if a response to the queue movement offer for the call is accepted. - View Dependent Claims (173, 174, 175, 176, 177)
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178. A system for call processing, comprising:
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a processor; a memory connected to the processor and including instructions for controlling the processor; the processor operative with the instructions in the memory to; receive a call from a caller; place the call in a queue; transmit to the caller a queue movement offer including an option to bid for a queue movement; answer the call within a first time period, if a response to the queue movement offer for the call is not accepted; and answer the call within a second time period that is shorter than the first time period, if a response to the queue movement offer for the call is accepted.
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179. A system for call processing, comprising:
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a processor; a memory connected to the processor and including instructions for controlling the processor; the processor operative with the instructions in the memory to; receive a call from a caller; place the call in a queue; transmit to the caller a queue movement offer including an option to move to a top of a queue in exchange for a payment; answer the call within a first time period, if a response to the queue movement offer for the call is not accepted; and answer the call within a second time period that is shorter than the first time period, if a response to the queue movement offer for the call is accepted.
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180. A system for call processing, comprising:
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a processor; a memory connected to the processor and including instructions for controlling the processor; the processor operative with the instructions in the memory to; receive a call from a caller; transmit a queue movement offer including a payment amount to the caller; receive a response to the queue movement offer from the caller; answer, if the response does not indicate an acceptance of the queue movement offer, the call within a first time period; and answer, if the response indicates an acceptance of the queue movement offer, the call within a second time period that is shorter than the first time period. - View Dependent Claims (181, 182, 183, 184, 185, 186)
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187. A system for call processing, comprising:
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a processor; a memory connected to the processor and including instructions for controlling the processor; the processor operative with the instructions in the memory to; receive a call from a caller; transmit to the caller a queue movement offer including an option to bid for a queue movement; receive a response to the queue movement offer from the caller; answer, if the response does not indicate an acceptance of the queue movement offer, the call within a first time period; and answer, if the response indicates an acceptance of the queue movement offer, the call within a second time period that is shorter than the first time period.
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188. A system for call processing, comprising:
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a processor; a memory connected to the processor and including instructions for controlling the processor; the processor operative with the instructions in the memory to; receive a call from a caller; transmit a queue movement offer including a payment amount to the caller, and if the queue movement offer is declined; transmit a second queue movement offer with different terms; receive a response to the second queue movement offer from the caller; answer the call within a first time period, if the response does not indicate an acceptance of the second queue movement offer; and answer the call within a second time period that is shorter than the first time period, if the response indicates an acceptance of the second queue movement offer.
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189. A system for call processing, comprising:
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a processor; a memory connected to the processor and including instructions for controlling the processor; the processor operative with the instructions in the memory to; receive a call from a caller; place the call in a queue; transmit an upgrade offer including a payment amount to the caller; receive an acceptance of the upgrade offer; and move the call up in the queue in response to the received acceptance, thereby moving the call closer to a top of the queue. - View Dependent Claims (190, 191, 192)
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193. A system for call processing comprising:
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a processor; a memory connected to the processor and including instructions for controlling the processor; the processor operative with the instructions in the memory to; receive a call from a caller; place the call in a queue; transmit to the caller an upgrade offer including an option to bid for a queue movement; receive an acceptance of the upgrade offer; and move the call up in the queue in response to the received acceptance, thereby moving the call closer to a top of the queue.
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194. A system for call processing, comprising:
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a processor; a memory connected to the processor and including instructions for controlling the processor; the processor operative with the instructions in the memory to; receive a call from a caller; place the call in a queue; transmit to the caller an upgrade offer including an option to select one of a plurality of available positions in the queue in exchange for a corresponding payment amount; receive an acceptance of the upgrade offer and a selection of one of the plurality of available positions; and move the call up in the queue to the one of the plurality of available positions in response to the received acceptance and the selection, thereby moving the call closer to a top of the queue.
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195. A system for call processing, comprising:
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a processor; a memory connected to the processor and including instructions for controlling the processor; the processor operative with the instructions in the memory to; receive a call from a caller; place the call in a queue, the call having a rank in the queue; transmit an upgrade offer including a payment amount to the caller; receive an acceptance of the upgrade offer; and reposition, in response to the acceptance, the call in the queue to a higher rank. - View Dependent Claims (196, 197, 198)
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199. A system for call processing, comprising:
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a processor; a memory connected to the processor and including instructions for controlling the processor; the processor operative with the instructions in the memory to; receive a call from a caller; place the call in a queue, the call having a rank in the queue; transmit to the caller an upgrade offer including an option to bid for a queue position; receive an acceptance of the upgrade offer; and reposition, in response to the acceptance, the call in the queue to a higher rank.
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200. A system for call processing, comprising:
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a processor; a memory connected to the processor and including instructions for controlling the processor; the processor operative with the instructions in the memory to; receive a call from a caller; place the call in a queue, the call having a rank in the queue; transmit an upgrade offer, requiring a payment, to the caller, and if the upgrade offer is not accepted; transmit periodically, a plurality of subsequent upgrade offers, each requiring a payment, to the caller; receive an acceptance of one of the plurality of subsequent upgrade offers; and reposition, in response to the acceptance, the call in the queue to a higher rank.
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201. A system for call processing, comprising:
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a processor; a memory connected to the processor and including instructions for controlling the processor; the processor operative with the instructions in the memory to; receive a call from a caller; place the call in a queue, the call having a position in the queue; transmit an upgrade offer including a payment amount to the caller; receive an acceptance of the upgrade offer from the caller; and alter, in response to the acceptance, the position of the call in the queue such that the call may be answered in a shorter period of time that if the position had not been altered. - View Dependent Claims (202, 203, 204)
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205. A system for call processing, comprising:
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a processor; a memory connected to the processor and including instructions for controlling the processor; the processor operative with the instructions in the memory to; receive a call from a caller; place the call in a queue, the call having a position in the queue; transmit to the caller an upgrade offer including an option to bid for a queue position; receive an acceptance of the upgrade offer from the caller; and alter, in response to the acceptance, the position of the call in the queue such that the call may be answered in a shorter period of time that if the position had not been altered.
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206. A system for call processing, comprising:
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a processor; a memory connected to the processor and including instructions for controlling the processor; the processor operative with the instructions in the memory to; receive a call from a caller; place the call in a queue, the call having a position in the queue; transmit to the caller an upgrade offer including an option to select one of multiple available positions in the queue; receive an acceptance of the upgrade offer and a selection of one of the multiple available positions from the caller; and alter, in response to the acceptance, the position of the call in the queue to the one of the multiple available positions, whereby the call may be answered in a shorter period of time that if the position had not been altered. - View Dependent Claims (207)
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208. A system for processing a telephone call, comprising:
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a processor; a memory connected to said processor and including instructions for controlling said processor; said processor operative with said instructions in said memory to; receive a telephone call from a caller; place said telephone call on hold; transmit to said caller while said telephone call is on hold an offer to shorten the time period said telephone call will be on hold in exchange for a monetary payment; respond to said call, if said offer is not accepted, in a first period of time; and respond to said call, if said offer is accepted, in a second period of time shorter than said first period of time. - View Dependent Claims (209, 210, 211, 212, 213, 214, 215)
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216. A system for call processing, comprising:
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a processor; a memory connected to said processor and including instructions for controlling said processor; said processor operative with said instructions in said memory to; receive a telephone call from a caller; place said telephone call on hold including assigning said telephone call a position in a queue; transmit to said caller an offer to shorten a time period said telephone call will be on hold in exchange for a payment; receive an acceptance of said offer, while said call is on hold, including an indication of said payment; and shorten, responsive to said step of receiving an acceptance, said time period. - View Dependent Claims (217, 218, 219, 220, 221, 222, 223)
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224. A system for processing a telephone call, comprising:
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a processor; a memory connected to said processor and including instructions for controlling said processor; said processor operative with said instructions in said memory to; receive a telephone call from a caller; place said telephone call on hold; transmit to said caller while said telephone call is on hold an offer to bid against other callers to shorten a time period said telephone call will be on hold; receive a response to said offer; and receive, if said offer is accepted, an indication of a value of the bid. - View Dependent Claims (225, 226, 227, 228, 229)
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230. An article of manufacture, comprising:
a computer usable medium having computer readable program code means embodied in the medium for causing a computer to process calls, the computer readable program code means comprising; computer readable program code means for receiving a telephone call from a caller; computer readable program code means for placing said telephone call on hold; computer readable program code means for transmitting to said caller while said telephone call is on hold an offer to shorten the time period said telephone call will be on hold in exchange for a monetary payment; computer readable program code means for responding to said call, if said offer is not accepted, in a first period of time; and computer readable program code means for responding to said call, if said offer is accepted, in a second period of time shorter than said first period of time. - View Dependent Claims (231, 232, 233, 234, 235)
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236. An article of manufacture, comprising:
a computer usable medium having computer readable program code means embodied in the medium for causing a computer to process calls, the computer readable program code means comprising; computer readable program code means for receiving a telephone call from a caller; computer readable program code means for placing said telephone call on hold including assigning said telephone call a position in a queue; computer readable program code means for transmitting to said caller an offer to shorten a time period said telephone call will be on hold in exchange for a payment; computer readable program code means for receiving an acceptance of said offer, while said call is on hold, including an indication of said payment; and computer readable program code means for shortening, responsive to said step of receiving an acceptance, said time period. - View Dependent Claims (237, 238, 239, 240, 241)
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242. An article of manufacture, comprising:
a computer usable medium having computer readable program code means embodied in the medium for causing a computer to process calls, the computer readable program code means comprising; computer readable program code means for receiving a telephone call from a caller; computer readable program code means for placing said telephone call on hold; computer readable program code means for transmitting to said caller while said telephone call is on hold an offer to bid against other callers to shorten a time period said telephone call will be on hold; computer readable program code means for receiving a response to said offer; and computer readable program code means for receiving, if said offer is accepted, an indication of a value of the bid. - View Dependent Claims (243, 244, 245, 246)
Specification