Telephonic communications – Centralized switching system – Switching apparatus for connecting calling line to...
Patent
1997-09-24
1999-05-11
Hong, Harry S.
Telephonic communications
Centralized switching system
Switching apparatus for connecting calling line to...
379209, H04M3/00;3/42;3/50
Patent
active
059036427
ABSTRACT:
A method, which may be carried through a computer and its modem, is used to minimize the telephone time necessary to establish direct voice contact with the computer technician or other service provider and to provide information to the technician about the computer system and program. When contact is made through the modem with the information provider's PBX, the caller's computer would send a signal, indicating whether this is a reconnect or a new contact. If the customer support telephone line is for a number of programs or if there are different queues for different problems, a dialog box can be used to supply the necessary information to select the appropriate queue. The telephone system would provide an indication of the current wait time for the particular product or problem taking into account not only the open lines currently in the queue, but other callers who will be calling back at an appropriate time. The caller will then be informed of length of the wait and that the caller can (1) have the caller's computer automatically call back at the appropriate time without losing the place in line if the caller has a telephone connection to his/her modem; (2) call back on a telephone not connected to the modem with a priority number which will position the caller in the queue, if a caller does not have a handset attached to his/her modem; or (3) continue to hold.
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Bazerman Steven H.
Schwartz Fred J.
Call-A-Guide, Inc.
Hong Harry S.
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