Method and apparatus for entertaining callers in a queue
Number of patents in Portfolio can not be more than 2000
United States of America Patent
Stats
-
Jan 11, 2000
Grant Date -
N/A
app pub date -
Apr 8, 1997
filing date -
Apr 8, 1997
priority date (Note) -
In Force
status (Latency Note)
Importance
Abstract
A system for entertaining a caller placed in a queue of a call center is disclosed that allows the caller to access a plurality of entertainment options while on hold. The entertainment options permit the caller to (i) place a call to a third party while on hold; or (ii) access one or more premium entertainment services while on hold. A PBX/ACD receives the calls destined for the call center, and queues the calls when an appropriate attendant is not available. An IVRU prompts a caller for specific information and forwards the collected information to the PBX/ACD. The IVRU provides the caller with a menu of available entertainment options which can be accessed by the caller while the caller is on hold. The PBX/ACD establishes a connection between the caller and the selected entertainment service. The call is then transferred to an available attendant with any data that may be required to process the call.
First Claim
Family
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Cited Art Landscape
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