Telephonic communications – Centralized switching system – Call distribution to operator
Reexamination Certificate
2011-07-26
2011-07-26
Kuntz, Curtis (Department: 2614)
Telephonic communications
Centralized switching system
Call distribution to operator
C379S088180, C379S088190, C379S201020, C379S265010
Reexamination Certificate
active
07986776
ABSTRACT:
In the method of the present invention, a customer of a service provider would be placed in hold while waiting to speak to a customer service representative. The method and system of the invention would recognize the telephone number of the caller using a “caller ID” system. If this call is the first time the caller has ever called, the caller would be presented with an audible listing of listening choices that would include but not be limited to the latest news, the weather (of the caller's location), financial headlines, or a selection of music stations (via cable radio, for example). The caller would then speak or type his/her preference into the keypad and the selection would be played. If the caller does not like the selection, the caller can then speak another selection or type the new selection as many times as the caller prefers. The caller selection is recorded in a caller preference database. Finally, when the same customer calls one or more additional times, the system would retain the caller's number and preferred listening selection, based on caller ID value. The listening selection would automatically be played on subsequent calls.
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Gusler Carl Phillip
Hamilton, II Rick Allen
Schatz Harry
Waters Timothy Moffett
International Business Machines - Corporation
Kuntz Curtis
Nguyen Joseph J
Schmeiser Olsen & Watts
Vallone Mark C.
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