公开(公告)号：US20140153703A1

公开(公告)日：2014-06-05

申请号：US14176509

申请日：2014-02-10

Applicant: Verizon Patent and Licensing Inc.

Inventor： Prashant Desai ,  Mayuresh Hegde ,  Manah M. Khalil ,  Parind Poi ,  Shawn J. Hadley ,  Paul V. Cunningham

IPC: H04M3/523 ,  H04M3/493

CPC classification number: H04M3/5231 ,  H04M3/493 ,  H04M3/5166 ,  H04M3/5233 ,  H04M2203/2072 ,  H04M2203/551

Abstract: A method may include receiving a call from a caller and determining whether the call has been queued for at least a predetermined period of time. The method may also include interacting with the customer via an interactive voice response unit, in response to determining that the call has been queued for at least the predetermined period of time, to offer a call back service to the customer. The call back service may include a scheduled call back or an immediate type call back when an agent is available. The method may further include receiving, from the customer and via the interactive voice response unit, an indication that the customer would like a call back and queuing the call back.

Abstract translation: 方法可以包括从呼叫者接收呼叫并确定呼叫是否已经排队了至少预定的一段时间。 该方法还可以包括响应于确定呼叫已经排队等待至少预定时间段，经由交互式语音响应单元与客户交互，向客户提供回呼服务。 当代理可用时，回呼服务可以包括调度的回叫或立即类型的回叫。 该方法还可以包括从客户和经由交互式语音响应单元接收客户想要回叫并排队回叫的指示。

公开(公告)号：US09020131B2

公开(公告)日：2015-04-28

申请号：US14176509

申请日：2014-02-10

Applicant: Verizon Patent and Licensing Inc.

Inventor： Prashant Desai ,  Mayuresh Hegde ,  Manah M. Khalil ,  Parind Poi ,  Shawn J. Hadley ,  Paul V. Cunningham

IPC: H04M3/00 ,  H04M3/523 ,  H04M3/493 ,  H04M3/51

CPC classification number: H04M3/5231 ,  H04M3/493 ,  H04M3/5166 ,  H04M3/5233 ,  H04M2203/2072 ,  H04M2203/551

Abstract: A method may include receiving a call from a caller and determining whether the call has been queued for at least a predetermined period of time. The method may also include interacting with the customer via an interactive voice response unit, in response to determining that the call has been queued for at least the predetermined period of time, to offer a call back service to the customer. The call back service may include a scheduled call back or an immediate type call back when an agent is available. The method may further include receiving, from the customer and via the interactive voice response unit, an indication that the customer would like a call back and queuing the call back.

Abstract translation: 方法可以包括从呼叫者接收呼叫并确定呼叫是否已经排队了至少预定的一段时间。 该方法还可以包括响应于确定呼叫已经排队等待至少预定时间段，经由交互式语音响应单元与客户交互，向客户提供回呼服务。 当代理可用时，回呼服务可以包括调度的回叫或立即类型的回叫。 该方法还可以包括从客户和经由交互式语音响应单元接收客户想要回叫并排队回叫的指示。