US5740240A
Expired / Lapsed
US
⏱️ 0.0 years remaining
Computer telephony integration system and method
Assignee: Edify Corp
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Filing: 1995-09-15
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Granted: 1998-04-14
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Expires: 2015-09-15
Abstract
Abstract An automated telephone call response system and method are provided for routing data base information obtained in an automated telephone call response to a subsequently selected live agent. A voice response unit receives caller identification information from a caller, retrieves a record on the caller based on the identification information, provides information requested by caller, permits the caller to select a live agent, and provides the live agent number to determine the network identification number. Accordingly, the live agent receives data base information on a caller at the time the live agent begins conversation with the caller.
Inventors
- 👤 Charles H. Jolissaint
Bibliographic Details
Application Number
—
Jurisdiction
US
Data Source
google_patents
Last Synchronized
2026-10-31 19:34
CPC Classifications
H; H04; H04M; H04M7/00; H04M7/0024; H04M7/0027; H04M3/00; H04M3/42; H04M3/50; H04M3/51; H04M3/5166; H04M3/527; H04M2242/00; H04M2242/22; H04M3/42025; H04M3/42034; H04M3/42042; H04M3/42059; H04M3/42068; H04M3/42314; H04M3/42323; H04M3/428; H04M3/4285; H04M3/523; H04Q; H04Q2213/00; H04Q2213/13093; H04Q2213/13095; H04Q2213/13103; H04Q2213/13377; H04Q2213/13405; H04Q3/00; H04Q3/72
Claims Analysis
Total Claims: 4
Claim 1
Independent Claim
187 words
A method of connecting a caller to a live agent in an automatic call distribution queue connected to a private branch exchange in turn connected to a voice response unit which is connected to a network having a computer storing a caller information database, comprising: receiving a call from the caller through a private branch exchange, electronically asking the caller for caller identification, using the caller identification information to retrieve caller data, transmitting at least a portion of the retrieved caller data to the caller, offering the caller a menu of response alternatives including the choice of speaking with one of a number of live agents, receiving a request for a live agent, connecting with a live agent, asking the live agent for identification, using the identification to identify a computer associated with the live agent which has been identified, providing a signal to the live agent indicating receipt of the data, providing the data associated with the caller to the live agent selected for live agent communication and providing a signal to the live agent indicating to the live agent to begin speaking to the caller.
Claim 2
Independent Claim
187 words
A method of connecting a caller to a live agent in an automatic call distribution queue connected to a private branch exchange in turn connected to a voice response unit which is connected to a network having a computer storing a caller information database, comprising: receiving a call from the caller through a private branch exchange, electronically asking the caller for caller identification, using the caller identification information to retrieve caller data, transmitting at least a portion of the retrieved caller data to the caller, offering the caller a menu of response alternatives including the choice of speaking with one of a number of live agents, receiving a request for a live agent, connecting with a live agent, asking the live agent for identification, using the identification to identify a computer associated with the live agent which has been identified, providing a signal to the live agent indicating receipt of the data, providing the data associated with the caller to the live agent selected for live agent communication and providing a signal to the live agent indicating to the live agent to begin speaking to the caller.
Claim 3
Independent Claim
141 words
A system for providing automated call response and live agent communication, comprising: a switch connected to a caller telephone, a voice response unit coupled to said switch and a network having a computer storing caller information, said voice response unit communicating with a caller to receive a caller identification and retrieving the caller information corresponding to the caller identification, and a live agent desktop including a live agent telephone and a live agent personal computer, said live agent telephone coupled to said switch, and said live agent personal computer coupled to the voice response unit, said live agent desktop receiving a first signal indicating to the live agent that the caller information has been received, receiving the caller information retrieved by the voice response unit, and receiving a second signal indicating to a live agent to begin speaking to the caller.
Claim 4
Independent Claim
141 words
A system for providing automated call response and live agent communication, comprising: a switch connected to a caller telephone, a voice response unit coupled to said switch and a network having a computer storing caller information, said voice response unit communicating with a caller to receive a caller identification and retrieving the caller information corresponding to the caller identification, and a live agent desktop including a live agent telephone and a live agent personal computer, said live agent telephone coupled to said switch, and said live agent personal computer coupled to the voice response unit, said live agent desktop receiving a first signal indicating to the live agent that the caller information has been received, receiving the caller information retrieved by the voice response unit, and receiving a second signal indicating to a live agent to begin speaking to the caller.
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USPTO Annuity & Maintenance Windows
| Annuity Stage | Window Opens | Payment Deadline | Surcharge Period Until | Estimated Fee | Status |
|---|---|---|---|---|---|
| 3.5 Years (Year 4) | 2001-04-13 | 2001-10-13 | 2002-04-14 | $2000.00 | Window Closed / Lapsed |
| 7.5 Years (Year 8) | 2005-04-13 | 2005-10-13 | 2006-04-14 | $3760.00 | Window Closed / Lapsed |
| 11.5 Years (Year 12) | 2009-04-13 | 2009-10-13 | 2010-04-14 | $7700.00 | Window Closed / Lapsed |