Patent
Method and system for utilizing proxy designation in a call system
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TLDR
In this paper, a method for utilizing proxy designation in a call system includes receiving a call from a first user over a first connection with a first endpoint of the first user and detecting the presence of the proxy user over the second connection.Abstract:
A method for utilizing proxy designation in a call system includes receiving a call from a first user over a first connection with a first endpoint of the first user. The method includes receiving a proxy designation from the first user. The proxy designation comprises a proxy user designated to handle the call for the first user. The method also includes establishing a second connection with the proxy user and detecting the presence of the proxy user over the second connection.read more
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References
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Patent
Method and apparatus for entertaining callers in a queue
TL;DR: In this article, a call from a caller, associated with a first merchant, placing the call in a queue, determining a second merchant, and establishing a connection, the connection enabling communication between the caller and the second merchant while the call is in the queue.
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TL;DR: In this paper, the authors propose a method of rerouting of telephone calls from a call receiver device to a call destination device using incoming call notification messages sent from the call receiver devices to the call destination devices.
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Completion of calls to a preferred agent in an automatic call distributor
TL;DR: In this article, the authors proposed a method and apparatus for completing calls to selected agents of an automatic call distribution system (ACD) (Automatic Call Distributor) by assigning a preferred agent for handling their transactions.
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System, method and user interface for data announced call transfer
TL;DR: In this paper, a system and method for use in call center operations enables a customer service representative (CSR) to transfer a customer to a receiving CSR with selected data that describes the reason for the transfer.
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Method and apparatus for enabling interaction between callers with calls positioned in a queue
TL;DR: The call handling system incorporating the invention is directed at: queuing a call when no agent is available to service the call; giving the caller an option to monitor (but not participate in) other caller conversations with similar queries, or to listen to recorded calls involving similar queries; querying a database using collected initial information as a search key(s) to retrieve a similar call currently being serviced or a recorded call; connecting the caller to a communication channel to allow the monitoring of a call while not losing place in the queue for a next available agent.