Telephonic communications – Centralized switching system – Call distribution to operator
Reexamination Certificate
2003-03-06
2008-08-26
Addy, Thjuan K (Department: 2614)
Telephonic communications
Centralized switching system
Call distribution to operator
C379S265100, C379S265010, C379S266010
Reexamination Certificate
active
07418095
ABSTRACT:
A system and method for providing customer activities while in queue allows for one or more customers to interact with one or more customer activities while waiting to speak with a live agent. The customers engage the customer activities while holding in a queue where the customer activities reduce the boredom, frustration, and perceived hold duration associated with holding to speak to a live agent. The customers are offered one or more options of the customer activities to interact with and the system and method monitors the customers' selections and interaction with the customer activities. As agents become available, each customer is transferred to an agent along with information regarding the customer's interaction with a selected customer activity. Upon completion of the interaction between the agent and the customer, the customer has the option to return to the selected customer activity and continue interacting with the selected customer activity.
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Bushey Robert R.
Joseph Kurt M.
Knott Benjamin A.
Martin John M.
Miller James T.
Addy Thjuan K
AT&T Knowledge Ventures L.P.
Jackson Walker L.L.P.
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