Telephonic communications – Centralized switching system – Call distribution to operator
Reexamination Certificate
2004-12-23
2008-10-14
Anwah, Olisa (Department: 2614)
Telephonic communications
Centralized switching system
Call distribution to operator
C379S142060, C704S270100
Reexamination Certificate
active
07436948
ABSTRACT:
Provided are methods and systems associated with interactive voice response (“IVR”) systems that control the amount of time a user interacts with the system. According to the invention, an IVR system utilizes a timer or series of timers to determine how long a user has been interacting with the IVR system. When threshold events occur, the IVR system will analyze the status of the call and may switch the user to a predefined destination, such as to an operator queue, directly to a live operator, or to another designated navigation point in the IVR navigation structure. In this manner increasing the efficiency of manner in which the IVR system interacts with a caller.
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Anwah Olisa
Sprint Spectrum L.P.
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