Telephonic communications – Centralized switching system – Call distribution to operator
Patent
1999-09-22
2000-09-26
Smith, Creighton
Telephonic communications
Centralized switching system
Call distribution to operator
379202, 379309, H04M 300
Patent
active
06125178&
ABSTRACT:
The call handling system incorporating the invention is directed at: queuing a call when no agent is available to service the call; giving the caller an option to monitor (but not participate in) other caller conversations with similar queries, or to listen to recorded calls involving similar queries; querying a database using collected initial information as a search key(s) to retrieve a similar call currently being serviced or a recorded call; and connecting the caller to a communication channel to allow the monitoring of a call while not losing place in the queue for a next available agent. In a further embodiment of the invention, the caller is given a further option to enter a "chat room" where callers having like problems can converse until an agent becomes available.
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Jorasch James A.
Sparico Thomas M.
Walker Jay S.
Buckley Patrick J.
Smith Creighton
Walker Digital, LLC
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