US5903642A
Expired / Lapsed
US
⏱️ 0.0 years remaining
Method for eliminating telephone hold time
Assignee: Call A Guide Inc
•
Filing: 1997-09-24
•
Granted: 1999-05-11
•
Expires: 2017-09-24
Abstract
Abstract A method, which may be carried through a computer and its modem, is used to minimize the telephone time necessary to establish direct voice contact with the computer technician or other service provider and to provide information to the technician about the computer system and program. When contact is made through the modem with the information provider's PBX, the caller's computer would send a signal, indicating whether this is a reconnect or a new contact. If the customer support telephone line is for a number of programs or if there are different queues for different problems, a dialog box can be used to supply the necessary information to select the appropriate queue. The telephone system would provide an indication of the current wait time for the particular product or problem taking into account not only the open lines currently in the queue, but other callers who will be calling back at an appropriate time. The caller will then be informed of length of the wait and that the caller can (1) have the caller's computer automatically call back at the appropriate time without losing the place in line if the caller has a telephone connection to his/her modem; (2) call back on a telephone not connected to the modem with a priority number which will position the caller in the queue, if a caller does not have a handset attached to his/her modem; or (3) continue to hold.
Inventors
- 👤 Fred J. Schwartz
- 👤 Steven H. Bazerman
Bibliographic Details
Application Number
—
Jurisdiction
US
Data Source
google_patents
Last Synchronized
2026-10-31 23:27
CPC Classifications
H; H04; H04M; H04M3/00; H04M3/42; H04M3/50; H04M3/51; H04M3/523; H04M2203/00; H04M2203/55; H04M2203/551; H04M3/38; H04M3/382; H04M3/42314; H04M3/42323; H04M3/5238; H04M7/00; H04M7/006; H04M7/12
Claims Analysis
Total Claims: 17
Claim 1
Independent Claim
128 words
The method of prioritizing incoming calls and arranging for such incoming calls to be connected to a receiving party for voice contact at a later time, consisting of the steps of: a. the caller temporarily establishing a communication connection with the receiving party; b. automatically establishing a priority code, if the incoming call does not already have a priority code; c. automatically establishing a place on the queue of incoming callers based on the priority code; d. automatically establish a time to reconnect; e. forwarding to the caller said established time to reconnect and, if not previously supplied, a priority code to the caller; f. breaking the communication connection; and g. automatically reminding the caller of the time for the caller to initiate reconnection to the receiving party.
Claim 2
Independent Claim
128 words
The method of prioritizing incoming calls and arranging for such incoming calls to be connected to a receiving party for voice contact at a later time, consisting of the steps of: a. the caller temporarily establishing a communication connection with the receiving party; b. automatically establishing a priority code, if the incoming call does not already have a priority code; c. automatically establishing a place on the queue of incoming callers based on the priority code; d. automatically establish a time to reconnect; e. forwarding to the caller said established time to reconnect and, if not previously supplied, a priority code to the caller; f. breaking the communication connection; and g. automatically reminding the caller of the time for the caller to initiate reconnection to the receiving party.
Claim 3
Dependent Claim
42 words
The method of prioritizing incoming calls according to claim 1 wherein the caller calls back and is reconnected at the time established for reconnection, supplies a priority code and is placed in proper position in queue based on the caller's priority code.
Claim 4
Dependent Claim
22 words
The method of claim 2 wherein the caller is automatically reconnected and the priority code is automatically supplied to the receiving party.
Claim 5
Dependent Claim
29 words
The method of prioritizing incoming calls according to claim 1 wherein said priority code is automatically calculated from the time that the caller first establishes the temporary communication connection.
Claim 6
Dependent Claim
37 words
The method of prioritizing incoming calls according to claim 4 wherein the time to reconnect is based upon the number of calls holding, the number of calls given reconnect priorities and the average time for each call.
Claim 7
Dependent Claim
31 words
The method of prioritizing incoming calls according to claim 1 wherein the caller is supplied with a new telephone number to be used to reconnect the call at a latter time.
Claim 8
Dependent Claim
21 words
The method of prioritizing incoming calls according to claim 2 wherein the queue is for voice contact with the receiving party.
Claim 9
Dependent Claim
23 words
The method of prioritizing incoming calls accordingly to claim 7 wherein information supplied by the caller is automatically transmitted to the receiving party.
Claim 10
Dependent Claim
35 words
The method of prioritizing incoming calls according to claim 8 wherein information from the caller is automatically transmitted to the receiving party at the time the caller is about to be placed in voice contact.
Claim 11
Dependent Claim
36 words
The method of prioritizing incoming calls according to claim 2 wherein during the period the caller is in communication connection with the receiving party prior to voice contact with the receiving party, the caller receives information.
Claim 12
Dependent Claim
36 words
The method of prioritizing incoming calls according to claim 2 wherein when the caller reconnects, the caller is given information as to the wait time and the option of holding or reconnecting at a latter time.
Claim 13
Dependent Claim
31 words
The method of prioritizing incoming calls according to claim 10 wherein when the projected hold time is greater than a set amount, the caller is not given the option of holding.
Claim 14
Independent Claim
106 words
The method of prioritizing incoming calls and arranging for such incoming calls to be connected to a receiving party for voice contact at a later time, consisting of the steps of: a. the caller temporarily establishing a communication connection with the receiving party; b. automatically establishing a priority code; c. automatically establishing a place on the queue of incoming callers based on the priority code; d. automatically establish a time to reconnect; e. forwarding to the caller said established time to reconnect; f. breaking the communication connection; and g. automatically reminding the caller of the time for the caller to initiate reconnection to the receiving party.
Claim 15
Independent Claim
106 words
The method of prioritizing incoming calls and arranging for such incoming calls to be connected to a receiving party for voice contact at a later time, consisting of the steps of: a. the caller temporarily establishing a communication connection with the receiving party; b. automatically establishing a priority code; c. automatically establishing a place on the queue of incoming callers based on the priority code; d. automatically establish a time to reconnect; e. forwarding to the caller said established time to reconnect; f. breaking the communication connection; and g. automatically reminding the caller of the time for the caller to initiate reconnection to the receiving party.
Claim 16
Dependent Claim
38 words
The method of prioritizing incoming calls according to claim 13 wherein the caller calls back and is reconnected at the time established for reconnection and is placed in proper position in queue based on the caller's priority code.
Claim 17
Dependent Claim
20 words
The method of claim 14 wherein the caller is automatically reconnected and is automatically placed in position in the queue.
References Cited (Backward Citations)
US3542965A
Cited
US5040208A
Cited
US5155761A
Cited
US5253288A
Cited
US5181236A
Cited
US5185786A
Cited
US5185782A
Cited
US5311574A
Cited
US5249221A
Cited
US5311583A
Cited
US5436967A
Cited
US5625682A
Cited
US5646988A
Cited
US5537470A
Cited
US5627884A
Cited
USPTO Annuity & Maintenance Windows
| Annuity Stage | Window Opens | Payment Deadline | Surcharge Period Until | Estimated Fee | Status |
|---|---|---|---|---|---|
| 3.5 Years (Year 4) | 2002-05-10 | 2002-11-09 | 2003-05-11 | $2000.00 | Window Closed / Lapsed |
| 7.5 Years (Year 8) | 2006-05-10 | 2006-11-09 | 2007-05-11 | $3760.00 | Window Closed / Lapsed |
| 11.5 Years (Year 12) | 2010-05-10 | 2010-11-09 | 2011-05-11 | $7700.00 | Window Closed / Lapsed |