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

3 Status Updates

Stats

ATTORNEY / AGENT: (SPONSORED)

Importance

Loading Importance Indicators... loading....

Abstract

See full text

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.

Loading the Abstract Image... loading....

First Claim

See full text

all claims..

Related Publications

Loading Related Publications... loading....

Patent Owner(s)

Patent OwnerAddressTotal Patents
WALKER ASSET MANAGEMENT LIMITED PARTNERSHIPSTAMFORD, CT127
WALKER DIGITAL, LLCSTAMFORD, CT337

International Classification(s)

  • [Classification Symbol]
  • [Patents Count]

Inventor(s)

Inventor Name Address # of filed Patents Total Citations
Jorasch, James A Stamford, CT 1518 36408
Sparico, Thomas M Riverside, CT 226 9611
Walker, Jay S Ridgefield, CT 1977 48776

Cited Art Landscape

Patent Info (Count) # Cites Year
 
AT&T Bell Laboratories (5)
5,163,083 Automation of telephone operator assistance calls 146 1990
5,208,848 Telecommunications call processing 61 1991
5,299,259 Distributing calls over serving centers of a large customer 73 1991
5,329,583 Enhanced automatic call distribution system operation 37 1992
5,311,583 International priority calling system with callback features 103 1992
 
ASPECT COMMUNICATIONS CORPORATION (3)
5,020,095 Interactive call distribution processor 149 1988
5,166,974 Interactive call processor to facilitate completion of queued calls 51 1991
5,524,147 Method for forming a virtual call center 67 1995
 
ASPECT SOFTWARE, INC. (3)
5,309,505 Automated voice system for improving agent efficiency and improving service to parties on hold 157 1991
5,278,898 System for managing a hold queue 107 1991
5,511,112 Automated voice system for improving agent efficiency and improving service to parties on hold 125 1994
 
AT&T CORP. (2)
5,537,470 Method and apparatus for handling in-bound telemarketing calls 213 1994
5,500,889 Method and apparatus for prioritizing a telephone call according to a level of service of an originator 38 1994
 
AVAYA INC. (2)
5,394,464 Progressive automatic activation and automatic resetting of call coverage 10 1994
5,506,898 Expected wait-time indication arrangement 154 1994
 
Bell Telephone Laboratories, Incorporated (2)
4,788,715 Announcing waiting times in queuing systems 161 1986
4,953,204 Multilocation queuing for telephone calls 195 1989
 
Addax, Inc. (1)
5,006,983 Service allocation system 100 1989
 
AT&T IPM CORP. (1)
5,444,774 Interactive queuing sytem for call centers 204 1995
 
AVAYA TECHNOLOGY CORP. (1)
4,468,528 Methods and apparatus for providing enhanced announcements in a telephone system 45 1982
 
EDIFY CORPORATION (1)
5,740,240 Computer telephony integration system and method 53 1995
 
FIRSTPOINT CONTACT TECHNOLOGIES, LLC (1)
5,335,269 Two dimensional routing apparatus in an automatic call director-type system 239 1992
 
FUJITSU LIMITED (1)
5,646,988 Incoming call controller for preferentially connecting a waiting call based on number of previous unsuccessful call attempts 37 1996
 
INTEL CORPORATION (1)
5,046,088 Converter for in-band routing and/or origination information 101 1989
 
LUCENT TECHNOLOGIES INC. (1)
5,684,872 Prediction of a caller's motivation as a basis for selecting treatment of an incoming call 138 1995
 
MARSHALL COMMUNICATIONS, LLC (1)
5,557,658 Communications marketing system 119 1994
 
MPL APPLICATIONS, L.L.C. (1)
5,299,260 Telephone call handling system 312 1993
 
ROCKSTAR BIDCO, LP (1)
5,329,578 Personal communication service with mobility manager 755 1992
 
RONALD A. KATZ TECHNOLOGY LICENSING, L.P. (1)
5,561,707 Telephonic-interface statistical analysis system 131 1993
 
TEKELEC (1)
5,590,188 Rules-based call routing 153 1995
 
Other [Check patent profile for assignment information] (1)
4,577,067 Remotely controlled telephone hold program system 103 1983

Patent Citation Ranking

Forward Cite Landscape

Patent Info (Count) # Cites Year
 
JPMORGAN CHASE BANK, N.A. (33)
8,571,975 System and method for sending money via E-mail over the internet 0 1999
7,321,864 System and method for providing funding approval associated with a project based on a document collection 88 2000
7,246,263 System and method for portal infrastructure tracking 15 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 4 2002
7,246,324 Method and system for data capture with hidden applets 11 2002
7,143,174 Method and system for delayed cookie transmission in a client-server architecture 4 2002
7,472,171 Method and system for determining receipt of a delayed cookie in a client-server architecture 12 2002
7,689,504 System and method for establishing or modifying an account with user selectable terms 35 2002
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 21 2003
7,376,838 Method for controlled and audited access to privileged accounts on computer systems 11 2003
7,421,696 Methods and systems for managing successful completion of a network of processes 1 2004
8,190,893 Portable security transaction protocol 3 2004
8,185,877 System and method for testing applications 11 2005
7,783,578 System for providing cardless payment 3 2006
7,461,265 System and method for single sign on process for websites with multiple applications and services 17 2006
7,444,672 System and method for single sign on process for websites with multiple applications and services 18 2006
8,583,926 System and method for anti-phishing authentication 0 2006
8,145,522 System and method for establishing or modifying an account with user selectable terms 4 2006
7,966,496 System and method for single sign on process for websites with multiple applications and services 5 2006
8,335,855 System and method for portal infrastructure tracking 0 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 13 2007
8,473,735 Systems and methods for managing digital certificates 1 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 2009
8,160,960 System and method for rapid updating of credit information 4 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
 
AT&T INTELLECTUAL PROPERTY I, L.P. (26)
7,460,652 VoiceXML and rule engine based switchboard for interactive voice response (IVR) services 16 2003
7,580,837 System and method for targeted tuning module of a speech recognition system 6 2004
7,197,130 Dynamic load balancing between multiple locations with different telephony system 20 2004
7,668,889 Method and system to combine keyword and natural language search results 8 2004
7,657,005 System and method for identifying telephone callers 9 2004
7,242,751 System and method for speech recognition-enabled automatic call routing 18 2004
7,751,551 System and method for speech-enabled call routing 8 2005
7,627,096 System and method for independently recognizing and selecting actions and objects in a speech recognition system 12 2005
7,627,109 Call center system for multiple transaction selections 6 2005
8,223,954 System and method for automating customer relations in a communications environment 2 2005
7,636,432 System and method of determining call treatment of repeat calls 5 2005
8,503,641 System and method of automated order status retrieval 0 2005
7,720,203 System and method for processing speech 3 2007
8,090,086 VoiceXML and rule engine based switchboard for interactive voice response (IVR) services 2 2008
8,401,851 System and method for targeted tuning of a speech recognition system 1 2009
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 1 2009
8,321,446 Method and system to combine keyword results and natural language search results 1 2009
8,280,030 Call routing system and method of using the same 1 2009
8,306,192 System and method for processing speech 1 2010
8,503,662 System and method for speech-enabled call routing 1 2010
8,488,770 System and method for automating customer relations in a communications environment 1 2012
8,619,966 Call routing system and method of using the same 0 2012
8,667,005 Method and system to combine keyword and natural language search results 0 2012
8,751,232 System and method for targeted tuning of a speech recognition system 0 2013
8,731,165 System and method of automated order status retrieval 0 2013
 
INTERNATIONAL BUSINESS MACHINES CORPORATION (18)
7,222,189 System and method for optimizing timing of responses to customer communications 1 2000
7,130,411 Hold queue position publication 22 2001
7,095,842 Enabling caller controlled hold queue position adjustment 23 2001
7,245,716 Controlling hold queue position adjustment 37 2001
7,076,051 Promoting caller voice browsing in a hold queue 76 2001
7,373,309 System and method for calculating and displaying estimated wait times for transaction request based on the skill required to process the transaction request 10 2002
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 0 2004
7,849,044 System and method for automatic task prioritization 2 2005
7,839,989 Intermediary device based callee identification 2 2006
8,160,235 Controlling hold queue position adjustment 0 2007
7,756,810 Software tool for training and testing a knowledge base 1 2007
7,752,159 System and method for classifying text 9 2007
7,792,726 Reception management system for assigning transaction requests to operator terminals 1 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
8,144,850 Logging calls according to call context 1 2008
8,630,403 Controlling hold queue position adjustment 0 2012
8,676,625 Customer terminal for conducting a video conference between the customer terminal and an operator terminal and in which an estimated wait time is determined based on operator skill and an average dealing time 0 2012
 
SBC KNOWLEDGE VENTURES, L.P. (10)
7,356,475 System and method for providing access to an interactive service offering 13 2004
7,936,861 Announcement system and method of use 3 2004
8,165,281 Method and system for mapping caller information to call center agent transactions 2 2004
7,602,898 System and method for providing computer assisted user support 8 2004
7,724,889 System and method for utilizing confidence levels in automated call routing 8 2004
7,864,942 System and method for routing calls 5 2004
7,450,698 System and method of utilizing a hybrid semantic model for speech recognition 18 2005
8,005,204 Call routing system and method of using the same 4 2005
8,526,577 System and method to access content from a speech-enabled automated system 0 2005
8,548,157 System and method of managing incoming telephone calls at a call center 0 2005
 
MATTERSIGHT CORPORATION (8)
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 3 2005
7,995,717 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 18 2005
8,094,790 Method and software for training a customer service representative by analysis of a telephonic interaction between a customer and a contact center 18 2006
8,718,262 Method and system for automatically routing a telephonic communication base on analytic attributes associated with prior telephonic communication 0 2007
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
8,023,639 Method and system determining the complexity of a telephonic communication received by a contact center 2 2008
8,594,285 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 0 2011
8,781,102 Method and system for analyzing a communication by applying a behavioral model thereto 0 2013
 
TRADING TECHNOLOGIES INTERNATIONAL, INC. (8)
8,090,641 System and method for trading order priority levels in an electronic trading environment 4 2003
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
8,521,640 System and method for changing order priority levels in an electronic trading environment 0 2011
8,275,697 System and method for trading order priority levels in an electronic trading environment 3 2011
8,577,785 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
 
INTELLISIST, INC. (6)
8,170,197 System and method for providing automated call center post-call processing 4 2005
8,116,445 System and method for monitoring an interaction between a caller and an automated voice response system 3 2007
8,068,595 System and method for providing a multi-modal communications infrastructure for automated call center operation 5 2007
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
 
WALKER DIGITAL, LLC (6)
6,178,240 Method and apparatus for entertaining callers in a queue 49 1999
6,301,354 Method and apparatus for entertaining callers in a queue 39 2000
7,231,035 Method and apparatus for entertaining callers in a queue 8 2001
8,046,265 Systems and methods for facilitating a transaction by matching seller information and buyer information 1 2007
7,760,867 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
 
CISCO TECHNOLOGY, INC. (5)
6,665,396 Call hold manager system and method 19 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 4 2004
7,471,774 Method and system of pausing an IVR session 2 2004
7,630,486 Method and system for handling a queued automatic call distributor call 4 2005
 
AVAYA INC. (3)
7,050,567 Call management system using dynamic queue position 29 2000
6,560,330 Rules-based queuing of calls to call-handling resources 78 2002
8,340,277 Bartering system and method for controlling position in a wait queue in a contact center 0 2009
 
AT&T CORP. (2)
6,175,621 Priority call on busy 56 1997
6,738,473 Call queuing 51 2001
 
AT&T INTELLECTUAL PROPERTY, LP (2)
8,102,992 Dynamic load balancing between multiple locations with different telephony system 0 2007
8,660,256 Dynamic load balancing between multiple locations with different telephony system 0 2011
 
CHASE BANK USA, NATIONAL ASSOCIATION (2)
7,426,530 System and method for providing customers with seamless entry to a remote server 28 2000
7,756,816 System and method for network-based project management 1 2005
 
NUANCE COMMUNICATIONS, INC. (2)
7,050,568 Hold queue management 15 2001
7,389,230 System and method for classification of voice signals 6 2003
 
ON-Q TELECOM SYSTEMS CO., INC. (2)
7,957,521 Method and system for user prioritization within telecommunication services and in particular within call completion services 2 2006
8,243,914 Method and system for user prioritization within call completion services using a preferred allocation of resources 0 2011
 
VIRTAUL HOLD TECHNOLOGY, LLC (2)
6,563,921 Automatic call director first in first out accessory 37 1997
6,754,334 Automatic call director first in first out accessory 18 2003
 
Aastra Intecom Inc. (1)
7,428,303 Customer communication service system 8 2006
 
Aktana, Inc. (1)
8,744,890 System and method for managing system-level workflow strategy and individual workflow activity 0 2013
 
ASPECT SOFTWARE, INC. (1)
7,068,775 System and method for managing a hold queue based on customer information retrieved from a customer database 25 1998
 
AT&T INTELLECTUAL PROPERTY II, L.P. (1)
8,774,387 System and method for avoiding hold times on a telephone call 0 2007
 
BRITISH TELECOMMUNICATIONS PUBLIC LIMITED COMPANY (1)
7,366,778 Call centres 0 2002
 
CBS INTERACTIVE INC. (1)
8,095,400 Online waiting room system, method and computer program product 11 2007
 
CCIP CORP. (1)
8,589,283 Method and system for loan application non-acceptance follow-up 0 2007
 
CREDIT SUISSE, CAYMAN ISLANDS BRANCH (1)
6,724,887 Method and system for analyzing customer communications with a contact center 207 2000
 
GENESYS TELECOMMUNICATIONS LABORATORIES, INC. (1)
6,788,781 Emergency call load management for call centers 3 1999
 
INETO, INC. (1)
7,106,850 Customer communication service system 44 2001
 
LOJACK OPERATING COMPANY, LP (1)
7,511,606 Vehicle locating unit with input voltage protection 1 2005
 
LUCENT TECHNOLOGIES INC. (1)
6,310,952 Telephone access to overly popular services 7 1998
 
PARAGON TRADE BRANDS, INC. (1)
7,266,839 System and method for providing discriminated content to network users 18 2001
 
ROCKWELL SEMICONDUCTOR SYSTEMS, INC. (1)
6,083,280 Method of improving a processing efficiency of an automatic data processing system 6 1997
 
SIEMENS ENTERPRISE COMMUNICATIONS GMBH & CO. KG (1)
6,788,780 Communications apparatus 0 2000
 
TELETECH CUSTOMER CARE MANAGEMENT (IRELAND) LIMITED (1)
6,970,547 Universal state-aware communications 41 2003
 
VERIZON PATENT AND LICENSING INC. (1)
8,699,697 Providing caller-specific information 0 2010
 
VIREXX MEDICAL CORP. (1)
6,434,230 Rules-based queuing of calls to call-handling resources 116 1999
 
WALGREEN CO. (1)
6,891,946 Automated phone priorities 0 2002
 
WALKER DIGITAL CORPORATION (1)
6,421,651 Method and apparatus for priority-based jukebox queuing 71 2000
 
Other [Check patent profile for assignment information] (10)
7,451,111 Queuing exemption method, queuing place-taking method and auction system 0 2002
7,023,979 Telephony control system with intelligent call routing 226 2003
7,676,034 Method and system for matching entities in an auction 41 2004
7,155,614 System and method for single sign on process for websites with multiples applications and services 13 2006
7,269,253 Telephony control system with intelligent call routing 35 2006
7,916,858 Agent training sensitive call routing system 25 2006
8,793,490 Systems and methods for multifactor authentication 0 2006
8,300,798 Intelligent communication routing system and method 11 2007
7,894,595 Telephony control system with intelligent call routing 6 2008
8,582,753 Agent training sensitive call routing system 0 2011

Full Text

 
loading....