Telephonic communications – Centralized switching system – Switching apparatus for connecting calling line to...
Patent
1999-02-02
2000-04-11
Hong, Harry S.
Telephonic communications
Centralized switching system
Switching apparatus for connecting calling line to...
379209, H04M 3432, H04M 3523, H04M 3527, H04Q 364
Patent
active
060496037
ABSTRACT:
A method, which may be carried through a computer and its modem or through voice contact, 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 with the information provider, the caller indicates whether this is a reconnect or a new contact by supplying or not supplying a priority code. The caller is placed on a queue based on its priority code or if no priority code at the end of the appropriate queue. 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 is supplied the caller. 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 a computer with a priority number which will position the caller in the queue; or (3) continue to hold. If the information provider desires, it can eliminate or limit the third option to a maximum hold period.
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Bazerman Steven H.
Schwartz Fred J.
Call-A-Guide, Inc.
Hong Harry S.
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