Customized applet-on-hold arrangement
US6820260B1 · kind B1 · utility
Assignee
Inventors
Key dates
| Filing date | Jun 17, 1999 |
| Grant date | Nov 16, 2004 |
| Priority date | — |
| Expiry date | Jun 17, 2019 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2203/2011
- WIPO fieldDigital communication
- WIPO sectorElectrical engineering
Abstract
When a call to a call center is enqueued to await an agent or placed on hold by an agent, an applet customized to satisfy an in-queue experience selected by the caller is downloaded to and executed on the caller's terminal. The applet presents information to the caller, and may also interact with the caller by, for example, gathering information from the caller. The time needed for execution of the selected applet is within a wait time negotiated with the caller. Preferably, the caller is identified (e.g., via the caller's address or identifier), and the applet is further customized for that caller's preferences, e.g., based on previously-gathered and stored information about that caller. When the agent is about ready to take the call, the caller is alerted. When an agent dequeues the call or takes the call off hold, connection of the agent with the client is (re)established.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.