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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ATTORNEY / AGENT: (SPONSORED)
 

Importance

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Abstract

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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First Claim

Related Publications

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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, NJ9561

International Classification(s)

  • [Classification Symbol]
  • [Patents Count]

Inventor(s)

Inventor Name Address # of filed Patents Total Citations
Gallick, Robert Lawrence Phoenix, AZ 12 95
Hewell, James Franklin Glendale, AZ 2 54
Spenik, John Wesley Phoenix, AZ 4 114

Cited Art

Patent Info (Count) # Cites Year
 
GENESYS TELECOMMUNICATIONS LABORATORIES, INC. (2)
2001/0043,589 TELEPHONE NETWORK INTERFACE BRIDGE BETWEEN DATA TELEPHONY NETWORKS AND DEDICATED CONNECTION TELEPHONY NETWORKS 6 1998
6,259,786 Intelligent virtual queue 54 1999
 
ROCKSTAR BIDCO, LP (2)
6,078,650 Telephone system integrated text based communication processes to enhance access for TDD and/or TTY devices 51 1997
6,310,944 Method for adding context to communications 46 1997
 
AT&T CORP. (1)
6,515,964 Method and apparatus for dynamically controlling the admission of calls to a network 20 1999
 
AVAYA TECHNOLOGY LLC (1)
6,377,944 Web response unit including computer network based communication 130 1998
 
E-TALK CORPORATION (1)
6,215,865 System, method and user interface for data announced call transfer 81 1998
 
ERICSSON INC. (1)
5,926,537 Generating a distinctive ring tone for a calling party subscriber within a telecommunications network 68 1997
 
LUCENT TECHNOLOGIES INC. (1)
6,408,066 ACD skill-based routing 37 1999
 
NEC CORPORATION (1)
6,449,357 Queuing status reporting apparatus 3 1999
 
SONY CORPORATION (1)
6,308,203 Information processing apparatus, information processing method, and transmitting medium 91 1998
 
V3 SOFTWARE DEVELOPMENT CORPORATION (1)
6,133,912 Method of delivering information over a communication network 97 1998

Patent Citation Ranking

Forward Cites

Patent Info (Count) # Cites Year
 
CISCO TECHNOLOGY, INC. (7)
7,385,622 Method and system for presenting a video call management console 3 2002
7,940,913 System and method for improved contact center services to disabled callers 2 2005
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 2 2005
7,864,944 Optimal call speed for call center agents 5 2005
7,606,360 Automated system and method for handling human and caller queues 0 2006
 
AT&T INTELLECTUAL PROPERTY I, L.P. (4)
7,636,432 System and method of determining call treatment of repeat calls 3 2005
8,295,469 System and method of determining call treatment of repeat calls 0 2009
8,280,030 Call routing system and method of using the same 0 2009
7,966,026 Method and system for delivery of a calling party's location 5 2010
 
PHOENIX CHECK CASHING, INC. (4)
7,520,422 System and method for depositing negotiable instruments 11 2005
7,753,268 System and method for negotiable instrument cashing transaction assistance procedures 12 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
 
APPLE INC. (2)
8,239,784 Mode-based graphical user interfaces for touch sensitive input devices 1 2005
8,381,135 Proximity detector in handheld device 0 2005
 
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 0 2005
 
AVAYA INC. (2)
7,925,000 Managing held telephone calls from a remote telecommunications terminal 0 2005
8,340,277 Bartering system and method for controlling position in a wait queue in a contact center 0 2009
 
BELLSOUTH INTELLECTUAL PROPERTY CORPORATION (2)
7,103,170 System and method for providing a call back option for callers to a call center 5 2005
8,402,117 Anonymous location service for wireless networks 0 2011
 
LEMI TECHNOLOGY, LLC (2)
8,117,193 Tunersphere 2 2008
8,316,015 Tunersphere 0 2011
 
APPLIED VOICE & SPEECH TECHNOLOGIES, INC. (1)
7,248,676 Apparatus and method for personalized call acknowledgement 0 2004
 
ENTERPRISE SYSTEMS TECHNOLOGIES S.A.R.L. (1)
7,136,480 Methods and apparatus for processing a call 9 2002
 
INTERNATIONAL BUSINESS MACHINES CORPORATION (1)
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 0 2008
 
NEW VOICE MEDIA LTD. (1)
8,139,753 Method and apparatus for handling a telephone call 0 2007
 
QUALCOMM INCORPORATED (1)
7,684,787 Method and apparatus for routing messages of different message services in a wireless device 1 2002
 
SPRINT COMMUNICATIONS COMPANY L.P. (1)
7,127,507 Method and apparatus for network-level monitoring of queue-based messaging systems 35 2001
 
VERIZON CORPORATE SERVICES GROUP INC. (1)
7,092,506 Systems and methods for providing audio information to service agents 4 2001
 
VIRTUAL HOLD TECHNOLOGY, LLC (1)
7,746,999 Resource based queue management system and method 3 2005

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