System for transmitting a change in call queued/hold state across a communications network
US6563916B1 · kind B1 · utility
Assignee
Inventors
Key dates
| Filing date | Jun 15, 1999 |
| Grant date | May 13, 2003 |
| Priority date | — |
| Expiry date | Jun 15, 2019 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2203/2011
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
The system for transmitting a change in call queued/hold state across a communications network (termed “call state notification system” herein) functions to provide an indication to the parties on the existing call connection that the calling party has placed the call on hold and/or the call center has advanced the call connection to the head of the queue for connection to an agent. This is accomplished by enabling the calling party to place their call termination on hold to serve another call or to perform some other task without having to physically monitor the call connection. When the calling party removes the hold state at their terminal device, the call center receives a notification of the reconnection of the calling party to the call connection. In addition, when the call center advances the call connection to the head of the queue, the call state notification system notifies the calling party and, if the call connection is on hold, the call center maintains the calling party's position at the head of the queue until the calling party returns to the call connection.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.