Method and apparatus for enabling interaction between callers wi

Details Method and apparatus for enabling interaction between callers wi Method and apparatus for enabling interaction between callers wi

1997-04-11

1999-11-02

Smith, Creighton

Telephonic communications

Centralized switching system

Call distribution to operator

379202, 379309, H04M 300

Patent

active

059784679

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.

REFERENCES:
patent: 4788715 (1988-11-01), Lee
patent: 5020095 (1991-05-01), Morganstein et al.
patent: 5444774 (1995-08-01), Friedes
patent: 5483588 (1996-01-01), Eaton et al.
patent: 5511112 (1996-04-01), Szlam
patent: 5515421 (1996-05-01), Sikand et al.
patent: 5528670 (1996-06-01), Elliot et al.
patent: 5561707 (1996-10-01), Katz

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