WO2003015425A3 - Method and system for call queueing and customer application interaction - Google Patents

Method and system for call queueing and customer application interaction Download PDF

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Publication number
WO2003015425A3
WO2003015425A3 PCT/US2002/024351 US0224351W WO03015425A3 WO 2003015425 A3 WO2003015425 A3 WO 2003015425A3 US 0224351 W US0224351 W US 0224351W WO 03015425 A3 WO03015425 A3 WO 03015425A3
Authority
WO
WIPO (PCT)
Prior art keywords
call
queue
customer application
application interaction
item
Prior art date
Application number
PCT/US2002/024351
Other languages
French (fr)
Other versions
WO2003015425A2 (en
Inventor
Jason Rupe
Earl Tegan
Original Assignee
Qwest Comm Int Inc
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by Qwest Comm Int Inc filed Critical Qwest Comm Int Inc
Priority to AU2002322839A priority Critical patent/AU2002322839A1/en
Publication of WO2003015425A2 publication Critical patent/WO2003015425A2/en
Publication of WO2003015425A3 publication Critical patent/WO2003015425A3/en

Links

Classifications

    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2203/00—Aspects of automatic or semi-automatic exchanges
    • H04M2203/20—Aspects of automatic or semi-automatic exchanges related to features of supplementary services
    • H04M2203/2011—Service processing based on information specified by a party before or during a call, e.g. information, tone or routing selection
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
    • H04M3/5232—Call distribution algorithms
    • H04M3/5235—Dependent on call type or called number [DNIS]

Abstract

A system and method provide for the processing and routing of incoming calls for a call center (Fig. 1, item 16). The system is specially configured such that incoming calls are prioritized and placed in a virtual queue if it is determined that a live call attendant (Fig. item 36) is not available. While in the queue, the system is further configured such that the caller may initiate and participate in various interactive functions while simultaneously maintaining their priority position in the virtual call queue.
PCT/US2002/024351 2001-08-07 2002-07-31 Method and system for call queueing and customer application interaction WO2003015425A2 (en)

Priority Applications (1)

Application Number Priority Date Filing Date Title
AU2002322839A AU2002322839A1 (en) 2001-08-07 2002-07-31 Method and system for call queueing and customer application interaction

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
US09/923,984 US7110524B2 (en) 2001-08-07 2001-08-07 Method and system for call queueing and customer application interaction
US09/923,984 2001-08-07

Publications (2)

Publication Number Publication Date
WO2003015425A2 WO2003015425A2 (en) 2003-02-20
WO2003015425A3 true WO2003015425A3 (en) 2003-10-30

Family

ID=25449550

Family Applications (1)

Application Number Title Priority Date Filing Date
PCT/US2002/024351 WO2003015425A2 (en) 2001-08-07 2002-07-31 Method and system for call queueing and customer application interaction

Country Status (3)

Country Link
US (1) US7110524B2 (en)
AU (1) AU2002322839A1 (en)
WO (1) WO2003015425A2 (en)

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US8856182B2 (en) 2008-01-25 2014-10-07 Avaya Inc. Report database dependency tracing through business intelligence metadata
US8938063B1 (en) 2006-09-07 2015-01-20 Avaya Inc. Contact center service monitoring and correcting
US9516069B2 (en) 2009-11-17 2016-12-06 Avaya Inc. Packet headers as a trigger for automatic activation of special-purpose softphone applications

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US6819756B2 (en) * 2001-05-04 2004-11-16 Siemens Information And Communication Networks, Inc. Methods and apparatus for controlling call pullback by an automatic call distribution (acd) system from an interactive voice response (ivr) system and for allowing an acd caller to complete a critical transaction while connected to the ivr
US6819755B2 (en) * 2001-05-04 2004-11-16 Siemens Information And Communication Networks, Inc. Methods and apparatus for controlling call handling in a communications network
US6940963B2 (en) * 2001-05-04 2005-09-06 Siemens Information And Communication Networks, Inc. Methods and apparatus for automatically determining a call service request
US7095842B2 (en) * 2001-12-03 2006-08-22 International Business Machines Corporation Enabling caller controlled hold queue position adjustment
US20030103618A1 (en) * 2001-12-03 2003-06-05 International Business Machines Corporation Voice browsing while waiting in a hold queue
US6959081B2 (en) * 2001-12-03 2005-10-25 International Business Machines Corporation Expert hold queue management
US9088645B2 (en) * 2001-12-12 2015-07-21 International Business Machines Corporation Intermediary device initiated caller identification
US7245716B2 (en) 2001-12-12 2007-07-17 International Business Machines Corporation Controlling hold queue position adjustment
US7139390B2 (en) * 2001-12-12 2006-11-21 International Business Machines Corporation Promoting use of experts to callers waiting in a hold queue
US7076051B2 (en) * 2001-12-12 2006-07-11 International Business Machines Corporation Promoting caller voice browsing in a hold queue
US20030108159A1 (en) * 2001-12-12 2003-06-12 International Business Machines Corporation Destination device based callee identification
US7167551B2 (en) * 2001-12-12 2007-01-23 International Business Machines Corporation Intermediary device based callee identification
US7443970B2 (en) * 2001-12-17 2008-10-28 International Business Machines Corporation Logging calls according to call context
US20030195753A1 (en) * 2002-04-10 2003-10-16 Homuth Brandon Gabriel Systems and methods for providing priority customer service
US7760857B2 (en) * 2002-12-12 2010-07-20 Motive, Inc. Remote computer system and related equipment diagnostics using data gathered over a telephone channel
US7958215B2 (en) * 2003-02-12 2011-06-07 International Business Machines Corporation System management using real time collaboration
US7151827B2 (en) * 2003-02-20 2006-12-19 Bellsouth Intellectual Property Corporat Systems, methods, and devices for an enhanced on-hold interface
GB2398960B (en) * 2003-02-28 2005-03-30 Matsushita Electric Ind Co Ltd Enhanced call queuing system
US7418095B2 (en) * 2003-03-06 2008-08-26 At&T Knowledge Ventures, L.P. System and method for providing caller activities while in queue
FI114519B (en) * 2003-04-09 2004-10-29 Ilkka Kalervo Haukilahti Queue calling mechanism
US8782313B2 (en) * 2005-01-31 2014-07-15 Avaya Inc. Method and apparatus for enterprise brokering of user-controlled availability
US7599861B2 (en) 2006-03-02 2009-10-06 Convergys Customer Management Group, Inc. System and method for closed loop decisionmaking in an automated care system
US7809663B1 (en) 2006-05-22 2010-10-05 Convergys Cmg Utah, Inc. System and method for supporting the utilization of machine language
US8379830B1 (en) 2006-05-22 2013-02-19 Convergys Customer Management Delaware Llc System and method for automated customer service with contingent live interaction
US7936867B1 (en) 2006-08-15 2011-05-03 Avaya Inc. Multi-service request within a contact center
US20080084989A1 (en) * 2006-09-22 2008-04-10 International Business Machines Corporation Intelligent Reusable Dialog Components for Converged Dialog and Session Control
US7475120B1 (en) * 2008-03-10 2009-01-06 International Business Machines Corporation Auto removal of sent attachments
US8270580B2 (en) * 2008-04-01 2012-09-18 Microsoft Corporation Interactive voice advertisement exchange
CN101321208A (en) * 2008-06-26 2008-12-10 华为技术有限公司 Method for providing call service by call centre, call service system and server
US8280031B2 (en) * 2009-01-08 2012-10-02 Soundbite Communications, Inc. Method and system for managing interactive communications campaign using a hold queue
US8270594B2 (en) 2009-01-08 2012-09-18 Soundbite Communications, Inc. Method and system for managing interactive communications campaign with reduced customer-to-agent connection latency
US8462918B2 (en) 2009-11-25 2013-06-11 Soundbite Communications, Inc. Method and system for managing interactive communications campaigns with text messaging
US8270575B2 (en) 2009-11-25 2012-09-18 Soundbite Communications, Inc. Managing interactive communications campaigns
US8594312B2 (en) 2009-12-02 2013-11-26 Soundbite Communications, Inc. Method and system for managing interactive communications campaigns with call pacing
US9537924B2 (en) * 2010-01-28 2017-01-03 Genesys Telecommunications Laboratories, Inc. Interaction management system and methods of use
US8903847B2 (en) * 2010-03-05 2014-12-02 International Business Machines Corporation Digital media voice tags in social networks
US20110238544A1 (en) * 2010-03-25 2011-09-29 Segall Timothy R Method and system for managing interactive communications campaigns with proactive payments
US8594309B2 (en) 2011-01-11 2013-11-26 Soundbite Communications, Inc. Managing interactive communications campaigns with customer recovery
US8688090B2 (en) 2011-03-21 2014-04-01 International Business Machines Corporation Data session preferences
US20120246238A1 (en) 2011-03-21 2012-09-27 International Business Machines Corporation Asynchronous messaging tags
US20120244842A1 (en) * 2011-03-21 2012-09-27 International Business Machines Corporation Data Session Synchronization With Phone Numbers
US9438527B2 (en) * 2012-05-24 2016-09-06 Marvell World Trade Ltd. Flexible queues in a network switch
DE102012024882A1 (en) * 2012-12-19 2014-06-26 Unify Gmbh & Co. Kg Method for optimal utilization of an application-controlled waiting field for calls provided in a telecommunication system
US20140270143A1 (en) * 2013-03-12 2014-09-18 Avaya Inc. Method and system for serving customers in a contact center
US20170054849A1 (en) * 2015-08-18 2017-02-23 Timetrade Systems, Inc. System for reducing wait time for queuing customers
US20170346948A1 (en) * 2016-05-24 2017-11-30 Metropolitan Life Insurance Co. System and Method for Improving Call Center Communications

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US6014439A (en) * 1997-04-08 2000-01-11 Walker Asset Management Limited Partnership Method and apparatus for entertaining callers in a queue

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US5703943A (en) * 1995-10-16 1997-12-30 Lucent Technologies, Inc. Completion of calls to a preferred agent in an automatic call distributor
US5978467A (en) 1997-04-11 1999-11-02 Walker Asset Management Limited Partnership Method and apparatus for enabling interaction between callers with calls positioned in a queue
US6603854B1 (en) * 2000-02-25 2003-08-05 Teltronics, Inc. System and method for evaluating agents in call center

Patent Citations (1)

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Publication number Priority date Publication date Assignee Title
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Cited By (3)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US8938063B1 (en) 2006-09-07 2015-01-20 Avaya Inc. Contact center service monitoring and correcting
US8856182B2 (en) 2008-01-25 2014-10-07 Avaya Inc. Report database dependency tracing through business intelligence metadata
US9516069B2 (en) 2009-11-17 2016-12-06 Avaya Inc. Packet headers as a trigger for automatic activation of special-purpose softphone applications

Also Published As

Publication number Publication date
AU2002322839A1 (en) 2003-02-24
US20030031309A1 (en) 2003-02-13
US7110524B2 (en) 2006-09-19
WO2003015425A2 (en) 2003-02-20

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