Telephonic communications – Special services – Service trigger
Reexamination Certificate
2006-11-21
2006-11-21
Hong, Harry S. (Department: 2614)
Telephonic communications
Special services
Service trigger
C379S210010, C379S265090, C379S265110, C379S266010
Reexamination Certificate
active
07139381
ABSTRACT:
A trigger signal from a remote location can be used to automatically trigger a call from a telecommunications device. The device is preferably a programmable telephone which stores a dialling program which monitors a communications channel for a trigger signal. The user, who may be a call centre customer, selects an option to automatically initiate a call rather than holding for an agent. The call centre system then places a contact request in the call queue alongside identifiers relating to real time holding calls. When the contact request reaches the top of the queue, a trigger signal is sent to the customer's device where it activates the dialling program, causing a call to be made to the call centre. This incoming call is recognised at the call centre as relating to the contact request at the top of the queue and the call is connected directly to an agent, bypassing the other holding calls.
REFERENCES:
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patent: 5181236 (1993-01-01), LaVallee et al.
patent: 5812638 (1998-09-01), Muller
patent: 5884032 (1999-03-01), Bateman et al.
patent: 6002760 (1999-12-01), Gisby
patent: 6665396 (2003-12-01), Khouri et al.
patent: 2001/0038624 (2001-11-01), Greenberg et al.
patent: 2004/0062379 (2004-04-01), O'Neil
Barnes & Thornburg LLP
Hong Harry S.
Nortel Networks Limited
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