US Patent No: 5,946,388

Number of patents in Portfolio can not be more than 2000

Method and apparatus for priority queuing of telephone calls

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ATTORNEY / AGENT: (SPONSORED)

Importance

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Abstract

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A PBX/automatic call distributor (ACD) system allows callers to exercise control over their rank order within a phone queue. The ACD accesses a call database and develops offers to be made to callers, based upon a caller reaching a particular position in a queue or at a position at which the call is first placed in the queue. An interactive voice response unit (IVRU) is employed to offer a caller a chance to move up in the queue in return for a payment. If the caller wishes to accept the offer, the caller responds by using the touch tone keys of his/her telephone and entering a credit card number, an account number, or indicating some other method of payment. The ACD then changes the rank order of the caller's call within the phone queue and alters the rank position of other calls within the queue, accordingly.

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First Claim

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Patent Owner(s)

Patent OwnerAddressTotal Patents
INVENTOR HOLDINGS, LLCSTAMFORD, CT342
WALKER ASSET MANAGEMENT LIMITED PARTNERSHIPSTAMFORD, CT188

International Classification(s)

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  • [Patents Count]

Inventor(s)

Inventor Name Address # of filed Patents Total Citations
Jorasch, James A Stamford, CT 1138 49914
Sparico, Thomas M Riverside, CT 167 12334
Walker, Jay S Ridgefield, CT 1494 65096

Cited Art Landscape

Patent Info (Count) # Cites Year
 
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AT&T Bell Laboratories (5)
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AVAYA INC. (2)
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AT&T CORP. (2)
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* Cited By Examiner

Patent Citation Ranking

Forward Cite Landscape

Patent Info (Count) # Cites Year
 
Other [Check patent profile for assignment information] (17)
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7,916,858 Agent training sensitive call routing system 37 2006
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8,582,753 Agent training sensitive call routing system 2 2011
8,831,205 Intelligent communication routing 2 2013
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YELLOWPAGES.COM LLC (2)
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IGT (1)
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AKTANA, INC. (2)
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8,744,890 System and method for managing system-level workflow strategy and individual workflow activity 7 2013
 
Walgreen Co. (2)
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MATTERSIGHT CORPORATION (16)
8,094,803 Method and system for analyzing separated voice data of a telephonic communication between a customer and a contact center by applying a psychological behavioral model thereto 13 2005
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7,869,586 Method and system for aggregating and analyzing data relating to a plurality of interactions between a customer and a contact center and generating business process analytics 5 2007
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9,191,510 Methods and system for analyzing multichannel electronic communication data 0 2013
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8,781,102 Method and system for analyzing a communication by applying a behavioral model thereto 3 2013
8,891,754 Method and system for automatically routing a telephonic communication 1 2014
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9,124,701 Method and system for automatically routing a telephonic communication 0 2015
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ON-Q TELECOM SYSTEMS CO., INC. (3)
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CREDIT SUISSE, CAYMAN ISLANDS BRANCH (1)
6,724,887 Method and system for analyzing customer communications with a contact center 249 2000
 
AT&T INTELLECTUAL PROPERTY I, L.P. (27)
7,460,652 VoiceXML and rule engine based switchboard for interactive voice response (IVR) services 37 2003
7,197,130 Dynamic load balancing between multiple locations with different telephony system 27 2004
7,668,889 Method and system to combine keyword and natural language search results 18 2004
7,657,005 System and method for identifying telephone callers 26 2004
7,751,551 System and method for speech-enabled call routing 18 2005
7,627,096 System and method for independently recognizing and selecting actions and objects in a speech recognition system 22 2005
7,450,698 System and method of utilizing a hybrid semantic model for speech recognition 29 2005
7,627,109 Call center system for multiple transaction selections 15 2005
8,223,954 System and method for automating customer relations in a communications environment 10 2005
7,636,432 System and method of determining call treatment of repeat calls 13 2005
8,503,641 System and method of automated order status retrieval 0 2005
8,526,577 System and method to access content from a speech-enabled automated system 0 2005
8,090,086 VoiceXML and rule engine based switchboard for interactive voice response (IVR) services 10 2008
8,068,596 Call center system for multiple transaction selections 0 2009
8,295,469 System and method of determining call treatment of repeat calls 7 2009
8,321,446 Method and system to combine keyword results and natural language search results 6 2009
8,280,030 Call routing system and method of using the same 2 2009
8,503,662 System and method for speech-enabled call routing 6 2010
8,488,770 System and method for automating customer relations in a communications environment 6 2012
8,619,966 Call routing system and method of using the same 0 2012
8,879,714 System and method of determining call treatment of repeat calls 0 2012
8,667,005 Method and system to combine keyword and natural language search results 0 2012
8,731,165 System and method of automated order status retrieval 0 2013
8,824,659 System and method for speech-enabled call routing 0 2013
9,047,377 Method and system to combine keyword and natural language search results 0 2014
9,088,657 System and method of automated order status retrieval 0 2014
9,088,652 System and method for speech-enabled call routing 0 2014
 
INTERACTIONS LLC (7)
7,580,837 System and method for targeted tuning module of a speech recognition system 13 2004
7,242,751 System and method for speech recognition-enabled automatic call routing 25 2004
7,720,203 System and method for processing speech 8 2007
8,306,192 System and method for processing speech 6 2010
9,112,972 System and method for processing speech 1 2012
9,368,111 System and method for targeted tuning of a speech recognition system 0 2014
9,350,862 System and method for processing speech 0 2015
 
INVENTOR HOLDINGS, LLC (7)
7,231,035 Method and apparatus for entertaining callers in a queue 13 2001
8,046,265 Systems and methods for facilitating a transaction by matching seller information and buyer information 1 2007
* 2007/0208,635 SYSTEMS AND METHODS FOR FACILITATING A TRANSACTION BY MATCHING SELLER INFORMATION AND BUYER INFORMATION 20 2007
7,760,867 Method and apparatus for entertaining callers in a queue 6 2007
* 2007/0230,684 METHOD AND APPARATUS FOR ENTERTAINING CALLERS IN A QUEUE 3 2007
8,260,670 Multi-tier pricing of individual products based on volume discounts 0 2009
* 2010/0106,587 Multi-tier pricing of individual products based on volume discounts 8 2009
 
VIREXX MEDICAL CORP. (1)
* 6,434,230 Rules-based queuing of calls to call-handling resources 150 1999
 
JPMORGAN CHASE BANK, N.A. (39)
8,571,975 System and method for sending money via E-mail over the internet 0 1999
7,426,530 System and method for providing customers with seamless entry to a remote server 32 2000
7,321,864 System and method for providing funding approval associated with a project based on a document collection 114 2000
7,246,263 System and method for portal infrastructure tracking 16 2001
8,438,086 System and method for providing customers with seamless entry to a remote server 0 2001
7,987,501 System and method for single session sign-on 1 2001
7,941,533 System and method for single sign-on session management without central server 7 2002
7,246,324 Method and system for data capture with hidden applets 12 2002
7,143,174 Method and system for delayed cookie transmission in a client-server architecture 6 2002
7,472,171 Method and system for determining receipt of a delayed cookie in a client-server architecture 16 2002
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8,301,493 System and method for providing incentives to consumers to share information 0 2002
7,353,383 System and method for single session sign-on with cryptography 30 2003
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7,421,696 Methods and systems for managing successful completion of a network of processes 1 2004
8,190,893 Portable security transaction protocol 6 2004
8,185,877 System and method for testing applications 27 2005
7,756,816 System and method for network-based project management 2 2005
7,783,578 System for providing cardless payment 4 2006
7,461,265 System and method for single sign on process for websites with multiple applications and services 19 2006
7,444,672 System and method for single sign on process for websites with multiple applications and services 22 2006
8,583,926 System and method for anti-phishing authentication 2 2006
8,145,522 System and method for establishing or modifying an account with user selectable terms 9 2006
8,793,490 Systems and methods for multifactor authentication 2 2006
7,966,496 System and method for single sign on process for websites with multiple applications and services 9 2006
8,335,855 System and method for portal infrastructure tracking 1 2007
8,185,940 System and method for providing discriminated content to network users 1 2007
7,685,013 System and method for automatic financial project management 19 2007
8,849,716 System and method for preventing identity theft or misuse by restricting access 0 2007
8,473,735 Systems and methods for managing digital certificates 4 2008
8,590,008 System and method for single sign on process for websites with multiple applications and services 0 2008
8,321,682 System and method for generating and managing administrator passwords 1 2009
8,160,960 System and method for rapid updating of credit information 16 2009
8,732,072 System and method for establishing or modifying an account with user selectable terms 0 2010
8,458,070 System and method for providing customers with seamless entry to a remote server 0 2012
8,549,315 System and method for generating and managing administrator passwords 0 2012
8,726,011 Systems and methods for managing digital certificates 0 2013
9,374,366 System and method for anti-phishing authentication 0 2013
9,240,012 Systems and methods for multifactor authentication 0 2014
 
AVAYA INC. (4)
7,050,567 Call management system using dynamic queue position 45 2000
6,560,330 Rules-based queuing of calls to call-handling resources 95 2002
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SBC KNOWLEDGE VENTURES, L.P. (4)
* 8,548,157 System and method of managing incoming telephone calls at a call center 0 2005
* 2007/0047,720 System and method of managing incoming telephone calls at a call center 31 2005
8,401,851 System and method for targeted tuning of a speech recognition system 6 2009
8,751,232 System and method for targeted tuning of a speech recognition system 0 2013
 
TRADING TECHNOLOGIES INTERNATIONAL, INC. (12)
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7,769,652 System and method for changing order priority levels in an electronic trading environment 12 2003
7,747,493 System and method for changing order priority levels in an electronic trading environment 9 2006
8,078,519 System and method for changing order priority levels in an electronic trading environment 3 2010
* 2010/0228,643 SYSTEM AND METHOD FOR CHANGING ORDER PRIORITY LEVELS IN AN ELECTRONIC TRADING ENVIRONMENT 8 2010
8,521,640 System and method for changing order priority levels in an electronic trading environment 0 2011
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* 2012/0066,115 System and Method for Trading Order Priority Levels in an Electronic Trading Environment 4 2011
* 8,577,785 System and method for trading order priority levels in an electronic trading environment 0 2012
* 2012/0323,757 System and Method for Trading Order Priority Levels in an Electronic Trading Environment 0 2012
8,751,369 System and method for changing order priority levels in an electronic trading environment 0 2013
* 2014/0095,374 SYSTEM AND METHOD FOR TRADING ORDER PRIORITY LEVELS IN AN ELECTRONIC TRADING ENVIRONMENT 0 2013
 
PACIFIC WESTERN BANK (2)
* 2007/0286,359 System and method for monitoring an interaction between a caller and an automated voice response system 10 2007
* 2008/0267,388 SYSTEM AND METHOD FOR PROCESSING CALLS IN A CALL CENTER 18 2008
 
VIRTAUL HOLD TECHNOLOGY, LLC (2)
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6,754,334 Automatic call director first in first out accessory 32 2003
 
WALKER ASSET MANAGEMENT LIMITED PARTNERSHIP (1)
6,301,354 Method and apparatus for entertaining callers in a queue 43 2000
 
CBS CORPORATION (FORMERLY KNOWN AS WESTINGHOUSE ELECTRIC CORPORATION (1)
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WESTERN PIPEWAY, LLC (1)
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GENESYS TELECOMMUNICATIONS LABORATORIES, INC. (1)
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WALKER DIGITAL, LLC (1)
6,178,240 Method and apparatus for entertaining callers in a queue 54 1999
 
INTERNATIONAL BUSINESS MACHINES CORPORATION (35)
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7,095,842 Enabling caller controlled hold queue position adjustment 32 2001
* 2003/0103,619 Enabling caller controlled hold queue position adjustment 29 2001
* 2003/0103,620 Hold queue position publication 29 2001
9,088,645 Intermediary device initiated caller identification 0 2001
* 7,245,716 Controlling hold queue position adjustment 57 2001
7,076,051 Promoting caller voice browsing in a hold queue 91 2001
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* 2003/0108,185 Controlling hold queue position adjustment 6 2001
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8,290,768 System and method for determining a set of attributes based on content of communications 0 2002
8,495,002 Software tool for training and testing a knowledge base 3 2004
7,849,044 System and method for automatic task prioritization 4 2005
* 2006/0080,267 System and method for automatic task prioritization 3 2005
7,839,989 Intermediary device based callee identification 4 2006
* 2007/0198,871 SYSTEM AND METHOD FOR OPTIMIZING TIMING OF RESPONSES TO CUSTOMER COMMUNICATIONS 1 2007
8,160,235 Controlling hold queue position adjustment 0 2007
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7,756,810 Software tool for training and testing a knowledge base 3 2007
7,752,159 System and method for classifying text 14 2007
* 2007/0294,199 SYSTEM AND METHOD FOR CLASSIFYING TEXT 15 2007
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* 2008/0097,902 MANAGEMENT SYSTEM FOR HANDLING TRANSACTIONS BETWEEN CUSTOMER TERMINALS AND OPERATOR TERMINALS 4 2007
8,209,210 System and method for calculating and displaying estimated wait times for transaction request based on the skill required to process the transaction request 1 2008
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8,873,738 Controlling hold queue position adjustment 0 2013
 
WALKER DIGITAL CORPORATION (1)
6,421,651 Method and apparatus for priority-based jukebox queuing 100 2000
 
VERIZON PATENT AND LICENSING INC. (2)
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SBC KNOWLEDGE VENTURES, L.P. (7)
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8,165,281 Method and system for mapping caller information to call center agent transactions 9 2004
7,602,898 System and method for providing computer assisted user support 16 2004
7,724,889 System and method for utilizing confidence levels in automated call routing 15 2004
7,864,942 System and method for routing calls 12 2004
8,005,204 Call routing system and method of using the same 11 2005
 
WILMINGTON TRUST, NATIONAL ASSOCIATION, AS ADMINISTRATIVE AGENT (2)
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CAPITAL ONE FINANCIAL CORPORATION (1)
* 2003/0195,753 Systems and methods for providing priority customer service 76 2002
 
LUCENT TECHNOLOGIES INC. (1)
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CC SERVE CORPORATION (1)
8,589,283 Method and system for loan application non-acceptance follow-up 0 2007
 
CISCO TECHNOLOGY, INC. (7)
* 6,665,396 Call hold manager system and method 21 2000
8,175,257 Method and apparatus for scheduling automatic call distribution system callers 1 2001
8,081,749 System and method for integrated queue management 7 2004
7,471,774 Method and system of pausing an IVR session 3 2004
* 2006/0126,803 Method and system of pausing an IVR session 20 2004
7,630,486 Method and system for handling a queued automatic call distributor call 9 2005
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Leviathan Entertainment, LLC (1)
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AT&T INTELLECTUAL PROPERTY, LP (2)
8,102,992 Dynamic load balancing between multiple locations with different telephony system 4 2007
8,660,256 Dynamic load balancing between multiple locations with different telephony system 0 2011
 
Teletech Customer Care Management (Ireland) Limited (2)
6,970,547 Universal state-aware communications 48 2003
8,886,722 Universal state-aware communications 0 2011
 
COMPUCREDIT INTELLECTUAL PROPERTY HOLDINGS CORP. II (3)
9,152,995 Method and system for loan application non-acceptance follow-up 0 2007
* 2009/0063,320 Electronic Lending System Method and Apparatus for Loan Completion 0 2007
* 2009/0060,165 Method and System for Customer Transaction Request Routing 1 2007
 
AT&T INTELLECTUAL PROPERTY II, L.P. (2)
* 8,774,387 System and method for avoiding hold times on a telephone call 0 2007
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ORDERLY MIND LIMITED (1)
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BRITISH TELECOMMUNICATIONS PUBLIC LIMITED COMPANY (2)
7,366,778 Call centres 1 2002
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* 2005/0177,368 System and method for providing a message-based communications infrastructure for automated call center post-call processing 18 2005
8,116,445 System and method for monitoring an interaction between a caller and an automated voice response system 4 2007
8,068,595 System and method for providing a multi-modal communications infrastructure for automated call center operation 5 2007
* 2008/0118,051 System and method for providing a multi-modal communications infrastructure for automated call center operation 22 2007
* 2008/0246,592 SYSTEM AND METHOD FOR MANAGING CUSTOMER QUEUING 1 2008
8,467,519 System and method for processing calls in a call center 1 2008
8,457,296 System and method for processing multi-modal communications during a call session 1 2011
8,462,935 System and method for monitoring an automated voice response system 1 2012
8,804,938 Computer-implemented system and method for processing user communications 0 2013
9,288,323 Computer-implemented system and method for simultaneously processing multiple call sessions 0 2014
9,014,362 System and method for processing multi-modal communications within a call center 0 2014
9,258,414 Computer-implemented system and method for facilitating agent-customer calls 0 2015
 
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7,266,839 System and method for providing discriminated content to network users 21 2001
 
MITEL COMMUNICATIONS INC. (2)
7,106,850 Customer communication service system 76 2001
7,428,303 Customer communication service system 18 2006
 
LOJACK CORPORATION (1)
7,511,606 Vehicle locating unit with input voltage protection 1 2005
 
AT&T CORP. (4)
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* 2008/0317,234 System and Method for Avoiding Hold Times on a Telephone Call 5 2007
* 2014/0321,632 System and Method for Avoiding Hold Times on a Telephone Call 0 2014
* Cited By Examiner