Multiple service representative conferencing apparatus and metho

Details Multiple service representative conferencing apparatus and metho Multiple service representative conferencing apparatus and metho

1997-02-10

1999-04-13

Loomis, Paul

Telephonic communications

With usage measurement

Call charge metering or monitoring

379204, 379265, 379309, H04M 1500, H04M 342, H04M 300

Patent

active

058945105

ABSTRACT:
A group conferencing arrangement for a counseling service permits the simultaneous connection of two or more service representatives to a call-in caller, i.e. without need for one service representative to add-on the second service representative conferee. The call-in caller signifies their wishing to partake in a plural service representative call by dialing a special 800 or 900 telephone number or signifying the same via entering an appropriate response to an audio response unit. Each service representative may have a terminal equipped with a display or other means for receiving the identity of the call-in caller and the other service representative connected to the group conference call. A common controlled automatic call distributor for providing the group conferencing feature preferably includes dual tone multi-frequency receiver/decoder circuits, automatic number identification and dialed number identification circuits, audio response circuits and conference bridge circuits including automatic dialing equipment. In an enhancement, caller preference criteria is matched to service representative data prior to determining service representatives to be connected to the caller. Moreover, calls may be intentionally limited in duration or number to protect the caller, calls may be blocked if certain negative criteria is matched, certain fraud control measures taken in the event the caller is to be billed for the service and form of payment authorization obtained prior to completion of a call.

REFERENCES:
patent: 4949373 (1990-08-01), Baker, Jr. et al.
patent: 5187710 (1993-02-01), Chau et al.
patent: 5335266 (1994-08-01), Richardson, Jr. et al.
patent: 5452348 (1995-09-01), Adams et al.
patent: 5719928 (1998-02-01), Pinnel et al.

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