Managing use of experts by callers waiting in a hold queue
    1.
    发明授权
    Managing use of experts by callers waiting in a hold queue 失效
    呼叫者在等待队列中管理专家的使用

    公开(公告)号:US07289624B2

    公开(公告)日:2007-10-30

    申请号:US11159024

    申请日:2005-06-22

    IPC分类号: H04M3/00

    CPC分类号: H04M3/523 H04M3/493

    摘要: A method, system, and program for managing use of experts by callers waiting within a hold queue are provided. First, a call on hold in a hold queue is transferred to an expert system responsive to a request by the caller to speak with an expert. Then, responsive to detecting an answer by a party at the expert system, an authentication of the identity of the answering party is required. If the authenticated identity of the answering party matches an expected expert identity, then the call is connected to the expert, such that the expert is required to authenticate an identity before providing service to a call from the hold queue.

    摘要翻译: 提供了一种用于管理在保持队列内等待的呼叫者使用专家的方法,系统和程序。 首先,响应于呼叫者与专家通话的请求,将保持队列中的保持呼叫转移到专家系统。 然后,响应于在专家系统处检测到一方的答案,需要对应答方的身份进行认证。 如果应答方的认证身份与预期的专家身份相匹配,则呼叫被连接到专家,使得要求专家在向来自保持队列的呼叫提供服务之前对身份进行身份验证。

    Controlling hold queue position adjustment
    5.
    发明授权
    Controlling hold queue position adjustment 有权
    控制保持队列位置调整

    公开(公告)号:US08160235B2

    公开(公告)日:2012-04-17

    申请号:US11759428

    申请日:2007-06-07

    IPC分类号: H04M3/00

    CPC分类号: H04M3/523 H04M3/385

    摘要: A method, system, and program for allowing callers to adjust in position within a hold queue are provided. An advancement token earned by a caller while waiting in a hold queue is detected. The advancement token is stored for redemption in a future call by the caller according to an authenticated identifier for the caller, wherein future redemption of the advancement token will cause adjustment of a waiting position. In particular, a caller in the call hold queue may earn advancement tokens by answering questions posed by other callers in the call hold queue, where the questions are answered in a manner such that the other callers do not need additional aid from a representative. In addition, a caller may redeem advancement tokens earned in a previous hold queue while waiting in current hold queue, where the redeemable advancement tokens are accessible across multiple call centers according to the caller identification.

    摘要翻译: 提供了一种用于允许呼叫者在保持队列内调整位置的方法,系统和程序。 检测到在等待保持队列时由呼叫者获得的提前令牌。 根据呼叫者的认证标识符,提前令牌在呼叫者的未来呼叫中存储以用于兑换,其中未来的兑换令牌的兑换将导致等待位置的调整。 特别地,呼叫保持队列中的呼叫者可以通过回答由呼叫保持队列中的其他呼叫者提出的问题来获得提前令牌,其中以使得其他呼叫者不需要代表的额外援助的方式回答问题。 此外,呼叫者可以在等待当前保持队列中兑换先前保持队列中获得的提前令牌,其中根据呼叫者标识可跨多个呼叫中心访问可兑换提前令牌。

    Logging calls according to call context
    7.
    发明授权
    Logging calls according to call context 失效
    根据呼叫上下文记录呼叫

    公开(公告)号:US07443970B2

    公开(公告)日:2008-10-28

    申请号:US10022624

    申请日:2001-12-17

    IPC分类号: H04M15/00

    摘要: A method, system, and program for logging calls according to call context are provided. A context for a call is detected, where the context include information such as the parties to a call, whether a backup party is accessed, where the call is on behalf of another, the locations of the parties to the call, the subject matter of the call, tariffs applied during the call, billing for telephone services accessed during the call, and orders placed during the call. At least one context based logging request valid for the context for the call is accessed from among multiple context based logging requests stored for multiple parties. Parties requesting logging may include parties to the call, on behalf of parties, third parties, and guardians. The context is logged according to the context based logging request.

    摘要翻译: 提供了一种根据呼叫上下文记录呼叫的方法,系统和程序。 检测到呼叫的上下文,其中上下文包括诸如呼叫的各方的信息,是否访问备份方,呼叫代表另一个的呼叫,呼叫的各方的位置,主题 呼叫期间应用的电费,在通话期间接入的电话服务的计费以及在通话期间发出的订单。 从为多方存储的多个基于上下文的日志请求中访问至少一个对呼叫的上下文有效的基于上下文的日志请求。 要求采伐的缔约方可以包括缔约方,代表缔约方,第三方和监护人。 根据上下文记录请求记录上下文。