Telephonic communications – Centralized switching system – Call distribution to operator
Patent
1997-12-19
2000-08-15
Wolinsky, Scott
Telephonic communications
Centralized switching system
Call distribution to operator
37910603, 379210, H04M 1100
Patent
active
061048046
ABSTRACT:
A method and apparatus for accessing customer telemetering equipment while on a voice connection between an agent of a customer server and the customer. A voice connection is initially established between a customer and an agent of a server such as a utility. The original connection may be established when a customer complains, or in response to receipt of a complaint report at an earlier time. If, during the discussion between the customer and an agent of the server, the agent believes that accessing the customer's telemetering equipment might help to uncover the problem, the agent signals a customer Telemetering Interface Gateway to allow the agent to access the appropriate telemetering equipment. After the agent has obtained information from this equipment, the agent sends another signal to the Gateway and the voice connection to the customer is re-established. Advantageously, problems can be discussed and solved while the customer is still connected to the agent, thus avoiding repeated telephone calls.
REFERENCES:
patent: 5528675 (1996-06-01), Chen
patent: 5583923 (1996-12-01), Hoy et al.
patent: 5802155 (1998-09-01), Garland et al.
Garland Stuart Mandel
Smith David B.
Lucent Technologies - Inc.
Ulrich Werner
Wolinsky Scott
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