Telephonic communications – Centralized switching system – Call distribution to operator
Patent
1997-04-08
2000-01-11
Smith, Creighton
Telephonic communications
Centralized switching system
Call distribution to operator
379265, 379309, H04M 300
Patent
active
060144394
ABSTRACT:
A system for entertaining a caller placed in a queue of a call center is disclosed that allows the caller to access a plurality of entertainment options while on hold. The entertainment options permit the caller to (i) place a call to a third party while on hold; or (ii) access one or more premium entertainment services while on hold. A PBX/ACD receives the calls destined for the call center, and queues the calls when an appropriate attendant is not available. An IVRU prompts a caller for specific information and forwards the collected information to the PBX/ACD. The IVRU provides the caller with a menu of available entertainment options which can be accessed by the caller while the caller is on hold. The PBX/ACD establishes a connection between the caller and the selected entertainment service. The call is then transferred to an available attendant with any data that may be required to process the call.
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Jorasch James A.
Sparico Thomas M.
Walker Jay S.
Alderucci Dean
Buckley Patrick J.
Smith Creighton
Walker Asset Management Limited Partnership
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