GB201306668D0 - Communication device for establishing automated call back using queues - Google Patents

Communication device for establishing automated call back using queues

Info

Publication number
GB201306668D0
GB201306668D0 GBGB1306668.3A GB201306668A GB201306668D0 GB 201306668 D0 GB201306668 D0 GB 201306668D0 GB 201306668 A GB201306668 A GB 201306668A GB 201306668 D0 GB201306668 D0 GB 201306668D0
Authority
GB
United Kingdom
Prior art keywords
communication device
user
queues
queue
communication system
Prior art date
Legal status (The legal status 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 status listed.)
Granted
Application number
GBGB1306668.3A
Other versions
GB2501185B (en
GB2501185A (en
Current Assignee (The listed assignees may be inaccurate. Google has not performed a legal analysis and makes no representation or warranty as to the accuracy of the list.)
Virtual Hold Technology LLC
Original Assignee
Virtual Hold Technology LLC
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
Priority claimed from US13/446,923 external-priority patent/US9386155B2/en
Application filed by Virtual Hold Technology LLC filed Critical Virtual Hold Technology LLC
Publication of GB201306668D0 publication Critical patent/GB201306668D0/en
Publication of GB2501185A publication Critical patent/GB2501185A/en
Application granted granted Critical
Publication of GB2501185B publication Critical patent/GB2501185B/en
Active legal-status Critical Current
Anticipated expiration legal-status Critical

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
    • H04M3/5231—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing with call back arrangements
    • 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
    • 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
    • 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
    • H04M3/5238—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing with waiting time or load prediction arrangements
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2242/00—Special services or facilities
    • H04M2242/08—Special services or facilities menus for interactive user guidance
    • 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
    • H04M3/42195—Arrangements for calling back a calling subscriber

Abstract

A communication device is provided for enabling a user to establish an automated call back from a communication system, such as a call center. A software device application enables the communication device to communicate with the call center through the exchange of data. The communication device includes a display screen for displaying controls for allowing the user to interact with the communication system. The controls allow the user to request a list of providers from which to select a provider or company to contact. The communication device further provides controls for allowing the user to select a queue to join from a list of queues associated with the selected provider. Contextual data is communicated between the device and the communication system. Aspects of the invention include selecting active queues that are relevant to a user of the communication device based on the contextual data; assigning a placeholder for an identifier in the selected queue for a call-back; sending the expected wait time in the desired queue to the communication device.
GB1306668.3A 2012-04-13 2013-04-12 Communication device for establishing automated call back using queues Active GB2501185B (en)

Applications Claiming Priority (1)

Application Number Priority Date Filing Date Title
US13/446,923 US9386155B2 (en) 2009-01-28 2012-04-13 Communication device for establishing automated call back using queues

Publications (3)

Publication Number Publication Date
GB201306668D0 true GB201306668D0 (en) 2013-05-29
GB2501185A GB2501185A (en) 2013-10-16
GB2501185B GB2501185B (en) 2019-12-18

Family

ID=48537159

Family Applications (1)

Application Number Title Priority Date Filing Date
GB1306668.3A Active GB2501185B (en) 2012-04-13 2013-04-12 Communication device for establishing automated call back using queues

Country Status (2)

Country Link
CA (1) CA2812326C (en)
GB (1) GB2501185B (en)

Family Cites Families (5)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
EP2392190A4 (en) * 2009-01-28 2012-08-01 Virtual Hold Technology Llc Mobile communication device for establishing automated call back
US8112069B2 (en) * 2009-01-28 2012-02-07 Virtual Hold Technology, Llc System and method for establishing automated call back using a mobile communication device
US8223956B2 (en) * 2009-01-28 2012-07-17 Virtual Hold Technology, Llc System and method for managing, directing, and queuing communication events
US8213911B2 (en) * 2009-01-28 2012-07-03 Virtual Hold Technology Llc Mobile communication device for establishing automated call back
US9516168B2 (en) * 2012-10-19 2016-12-06 Virtual Hold Technology, Llc Managing, directing, and queuing communication events using near-field communications

Also Published As

Publication number Publication date
CA2812326A1 (en) 2013-10-13
GB2501185B (en) 2019-12-18
GB2501185A (en) 2013-10-16
CA2812326C (en) 2021-06-08

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Legal Events

Date Code Title Description
732E Amendments to the register in respect of changes of name or changes affecting rights (sect. 32/1977)

Free format text: REGISTERED BETWEEN 20181018 AND 20181024