US Patent No: 6,882,641

Number of patents in Portfolio can not be more than 2000

Call center queue administration

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Importance

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Abstract

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A feature server, e.g., a stored program controller, processes calls to a subscriber's main directory number in a packet network by submitting a subscriber-administered questionnaire to callers. The information in the questionnaire, when completed by the calling party, can be used to automatically route the call or to reposition the call in the incoming call queue. Alternatively, the completed, or even partially completed questionnaire may be displayed in a 'pop up' window to a subscriber's operator who can then use the information to assist the caller or, without need of answering the call, to reposition the call within the queue or to divert the call to another directory number. In addition, information previously provided in a questionnaire completed by a caller is stored so that when the caller calls again, the stored information may be employed to more efficiently process the call.

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Patent Owner(s)

Patent OwnerAddressTotal Patents
AG COMMUNICATION SYSTEMS CORPORATION, 2500 W. UTOPIA RD., PHOENIX, AZ 85027, A DE CORP.PHOENIX, AZ672
LUCENT TECHNOLOGIES INC.MURRAY HILL, NJ8912

International Classification(s)

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  • [Patents Count]

Inventor(s)

Inventor Name Address # of filed Patents Total Citations
Gallick, Robert Lawrence Phoenix, AZ 12 140
Hewell, James Franklin Glendale, AZ 2 87
Spenik, John Wesley Phoenix, AZ 4 156

Cited Art Landscape

Patent Info (Count) # Cites Year
 
GENESYS TELECOMMUNICATIONS LABORATORIES, INC. (2)
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6,259,786 Intelligent virtual queue 79 1999
 
AT&T CORP. (1)
6,515,964 Method and apparatus for dynamically controlling the admission of calls to a network 23 1999
 
AVAYA TECHNOLOGY LLC (1)
6,377,944 Web response unit including computer network based communication 150 1998
 
CONSTELLATION TECHNOLOGIES LLC (1)
6,078,650 Telephone system integrated text based communication processes to enhance access for TDD and/or TTY devices 53 1997
 
ERICSSON INC. (1)
5,926,537 Generating a distinctive ring tone for a calling party subscriber within a telecommunications network 76 1997
 
LUCENT TECHNOLOGIES INC. (1)
6,408,066 ACD skill-based routing 74 1999
 
NEC CORPORATION (1)
6,449,357 Queuing status reporting apparatus 4 1999
 
ROCKSTAR CONSORTIUM US LP (1)
6,310,944 Method for adding context to communications 57 1997
 
SONY CORPORATION (1)
6,308,203 Information processing apparatus, information processing method, and transmitting medium 108 1998
 
TEKNEKRON CORPORATION (1)
6,215,865 System, method and user interface for data announced call transfer 103 1998
 
V3 SOFTWARE DEVELOPMENT CORPORATION (1)
6,133,912 Method of delivering information over a communication network 129 1998

Patent Citation Ranking

Forward Cite Landscape

Patent Info (Count) # Cites Year
 
AT&T INTELLECTUAL PROPERTY I, L.P. (13)
7,636,432 System and method of determining call treatment of repeat calls 6 2005
8,644,506 Location-based security rules 0 2007
8,295,469 System and method of determining call treatment of repeat calls 2 2009
8,280,030 Call routing system and method of using the same 1 2009
7,966,026 Method and system for delivery of a calling party's location 15 2010
8,825,035 System and method for remote control of appliances utilizing mobile location-based applications 0 2012
8,619,966 Call routing system and method of using the same 0 2012
8,751,232 System and method for targeted tuning of a speech recognition system 0 2013
8,645,505 Anonymous location service for wireless networks 0 2013
8,824,659 System and method for speech-enabled call routing 0 2013
8,755,777 Identity blocking service from a wireless service provider 0 2013
8,718,618 Identity blocking service from a wireless service provider 0 2013
8,805,414 Surveying wireless device users by location 0 2013
 
CISCO TECHNOLOGY, INC. (8)
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8,027,459 System and method for providing queue time credit for self-servicing callers 0 2005
7,693,274 System and method for return to agents during a contact center session 2 2005
7,463,730 System and method for caller confirmation of call center agent notes 4 2005
7,864,944 Optimal call speed for call center agents 29 2005
7,606,360 Automated system and method for handling human and caller queues 0 2006
8,687,785 Authorization to place calls by remote users 0 2006
 
BELLSOUTH INTELLECTUAL PROPERTY CORPORATION (6)
7,103,170 System and method for providing a call back option for callers to a call center 6 2005
8,639,235 System and method for using location information to execute an action 1 2008
8,538,456 Surveying wireless device users by location 0 2011
8,402,117 Anonymous location service for wireless networks 1 2011
8,494,501 Identity blocking service from a wireless service provider 3 2012
8,509,813 Location blocking service from a wireless service provider 0 2012
 
APPLE INC. (4)
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8,239,784 Mode-based graphical user interfaces for touch sensitive input devices 39 2005
8,381,135 Proximity detector in handheld device 13 2005
8,612,856 Proximity detector in handheld device 2 2013
 
LEMI TECHNOLOGY, LLC (4)
8,117,193 Tunersphere 8 2008
8,494,899 Dynamic talk radio program scheduling 0 2008
8,316,015 Tunersphere 1 2011
8,577,874 Tunersphere 0 2012
 
PHOENIX CHECK CASHING, INC. (4)
7,520,422 System and method for depositing negotiable instruments 21 2005
7,753,268 System and method for negotiable instrument cashing transaction assistance procedures 22 2005
7,614,550 System and method for negotiable instrument cashing fee setup by type 0 2005
7,997,477 System and method for biometric authorization for check cashing 0 2008
 
AVAYA INC. (3)
7,925,000 Managing held telephone calls from a remote telecommunications terminal 0 2005
8,842,818 IP telephony architecture including information storage and retrieval system to track fluency 0 2006
8,340,277 Bartering system and method for controlling position in a wait queue in a contact center 0 2009
 
BLACK HILLS MEDIA, LLC (3)
8,667,161 Personal broadcast server system for providing a customized broadcast 0 2008
8,792,850 Method and device for obtaining playlist content over a network 0 2011
8,755,763 Method and device for an internet radio capable of obtaining playlist content from a content server 0 2011
 
VIRTUAL HOLD TECHNOLOGY, LLC (3)
8,594,311 Expected wait time augmentation system and method 0 2005
7,746,999 Resource based queue management system and method 7 2005
8,514,872 Accessory queue management system and method for interacting with a queuing system 0 2007
 
AT&T INTELLECTUAL PROPERTY II, L.P. (2)
7,864,939 Call arrangement and connection using messaging 0 2004
7,929,686 System and method for managing request priority in a telecommunications network 1 2005
 
INTERNATIONAL BUSINESS MACHINES CORPORATION (2)
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
8,676,625 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
 
Applied Voice & Speech Technologies, Inc. (1)
7,248,676 Apparatus and method for personalized call acknowledgement 1 2004
 
ENTERPRISE SYSTEMS TECHNOLOGIES S.A.R.L. (1)
7,136,480 Methods and apparatus for processing a call 19 2002
 
LOGODIAL LTD. (1)
8,666,046 System and method for providing enhanced telephone call functions associated with caller and/or callee information during telephony ringing signal 0 2011
 
NEW VOICE MEDIA LTD. (1)
8,139,753 Method and apparatus for handling a telephone call 3 2007
 
QUALCOMM INCORPORATED (1)
7,684,787 Method and apparatus for routing messages of different message services in a wireless device 2 2002
 
Sprint Communications Company L.P. (1)
7,127,507 Method and apparatus for network-level monitoring of queue-based messaging systems 47 2001
 
VERIZON PATENT AND LICENSING INC. (1)
7,092,506 Systems and methods for providing audio information to service agents 7 2001

Maintenance Fees

Fee Large entity fee small entity fee micro entity fee due date
11.5 Year Payment $7400.00 $3700.00 $1850.00 Oct 19, 2016
Fee Large entity fee small entity fee micro entity fee
Surcharge - 11.5 year - Late payment within 6 months $160.00 $80.00 $40.00
Surcharge after expiration - Late payment is unavoidable $700.00 $350.00 $175.00
Surcharge after expiration - Late payment is unintentional $1,640.00 $820.00 $410.00