U.S. patent application number 14/843305 was filed with the patent office on 2016-08-11 for centralized caller profile system and methods for routing and prioritizing calls.
The applicant listed for this patent is Gianni Martire, Ian James Roncoroni. Invention is credited to Gianni Martire, Ian James Roncoroni.
Application Number | 20160234390 14/843305 |
Document ID | / |
Family ID | 53016387 |
Filed Date | 2016-08-11 |
United States Patent
Application |
20160234390 |
Kind Code |
A1 |
Roncoroni; Ian James ; et
al. |
August 11, 2016 |
Centralized Caller Profile System and Methods for Routing and
Prioritizing Calls
Abstract
Disclosed is a Centralized Caller Profile System and methods for
routing and prioritizing calls. The disclosed systems and methods
provide enhanced customer service by allowing multiple parties to
update and share the same set of profile information from a
centralized database. The disclosed systems and methods provide for
faster, easier access to profile information, more efficient call
routing, and the ability to prioritize callers in a caller
queue.
Inventors: |
Roncoroni; Ian James;
(Phillipsburg, NJ) ; Martire; Gianni; (Englewood
Cliffs, NJ) |
|
Applicant: |
Name |
City |
State |
Country |
Type |
Roncoroni; Ian James
Martire; Gianni |
Phillipsburg
Englewood Cliffs |
NJ
NJ |
US
US |
|
|
Family ID: |
53016387 |
Appl. No.: |
14/843305 |
Filed: |
September 2, 2015 |
Related U.S. Patent Documents
|
|
|
|
|
|
Application
Number |
Filing Date |
Patent Number |
|
|
14069991 |
Nov 1, 2013 |
9143612 |
|
|
14843305 |
|
|
|
|
Current U.S.
Class: |
1/1 |
Current CPC
Class: |
H04M 3/5232 20130101;
H04M 3/42068 20130101; H04M 3/42042 20130101; H04M 3/5183 20130101;
H04M 3/42059 20130101 |
International
Class: |
H04M 3/523 20060101
H04M003/523; H04M 3/51 20060101 H04M003/51; H04M 3/42 20060101
H04M003/42 |
Claims
1. A Priority Caller Queue System, comprising: a Caller; a Called
Party; a Caller Queue; an Agent; a transfer of the Caller from the
Called Party to the Caller Queue for the Agent; a preferential
positioning of the Caller in the Caller Queue.
2. The Priority Caller Queue System of claim 1, wherein the Called
Party acquires a Unique Identifier from the Caller.
3. The Priority Caller Queue System of claim 2, wherein the Called
Party transmits the Unique Identifier to a Cloud Database.
4. The Priority Caller Queue System of claim 1, wherein the Called
Party receives status information about the Caller from the Cloud
Database.
5. The Priority Caller Queue System of claim 1, wherein the
preferential positioning comprises placing the Caller in the Caller
Queue at a higher priority than the last position in the Caller
Queue at the time of the transfer.
6. The Priority Caller Queue System of claim 5, wherein the
preferential positioning comprises placing the Caller in a Caller
Queue at a higher priority than 50% of the callers in the Caller
Queue at the time of the transfer.
7. The Priority Caller Queue System of claim 6, wherein the
preferential positioning comprises placing the Caller in a Caller
Queue at a position in line selected from next caller, second
caller, or third caller.
8. A method of prioritizing a telephone call, comprising: receiving
a telephone call from a Caller; acquiring a Unique Identifier from
the Caller; transferring the Caller to an Agent; preferentially
positioning the Caller in a Caller Queue.
9. The method of claim 8, comprising transmitting the Unique
Identifier of the Caller to a Cloud Database.
10. The method of claim 8, comprising receiving Content from a
Cloud Database.
11. The method of claim 10, comprising receiving Content stored in
the Cloud Database and correlated with the Unique Identifier.
12. The method of claim 8, comprising preferentially positioning
the Caller at the front 50% of the Caller Queue.
13. The method of claim 12, comprising preferentially positioning
the Caller at the front 75% of the Caller Queue.
14. The method of claim 12, comprising preferentially positioning
the Caller as the next caller in the Caller Queue.
15. A Call Routing System, comprising: a Caller; a Called Party; a
plurality of Call Destinations; the Called Party acquiring a Unique
Identifier from the Caller; the Called Party directing the Caller
to a specific Call Destination.
16. The Call Routing System of claim 15, comprising a Cloud
Database.
17. The Call Routing System of claim 16, comprising the transfer of
Content from the Cloud Database to the Called Party.
18. The Call Routing System of claim 16, wherein the said Content
is chosen from (a) language information; (b) name; (c) address; (d)
billing information; (e) fraud risk; (f) purchasing data; (g)
profile information; or (h) subscription information.
19. The Call Routing System of claim 15, comprising the transfer of
the Unique Identifier from the Called Party to the Cloud Based
Database.
20. The Call Routing System of claim 19, comprising a transfer of
the Caller to a specific Agent.
21. A method of routing telephone calls, comprising receiving a
telephone call from a Caller; acquiring a Unique Identifier from
the Caller; transferring the Caller to a specific Call
Destination.
22. The method of claim 21, comprising transmitting the Unique
Identifier to a Cloud Database.
23. The method of claim 22, comprising receiving Content from a
Cloud Database.
24. The method of claim 23, comprising transferring the Caller to a
specific Call Destination pursuant to instructions stored in the
Cloud Database.
25. The method of claim 21, comprising transferring the Caller to
an Agent.
26. The method of claim 24, comprising transferring the Caller to a
specific Call Destination pursuant to instructions for choosing a
spoken language for the Agent.
27. The method of claim 24, comprising transferring the Caller to a
specific Call Destination pursuant to instructions for choosing a
specific Call Destination.
Description
CROSS REFERENCE TO RELATED APPLICATIONS
[0001] This application claims the benefit of U.S. Non-Provisional
patent application Ser. No. 14/069,991, filed on Nov. 1, 2013, the
entirety of which is hereby incorporated.
BACKGROUND
[0002] The first prototype of modern Caller ID was developed in
1971 by Theodore Paraskevakos. In patents related to those devices,
he proposed to send alphanumeric information to the receiving
apparatus, and this was received with great success. His invention
was improved by Japanese inventor Kazuo Hashimoto, who in 1976
built a prototype of a Caller ID display device that could receive
Caller ID information. The first market trial for Caller ID was
conducted by BellSouth in 1984. Since 1984, there has been very
little innovation to traditional caller ID. In 1995, call waiting
ID was introduced by Bellcore, but this only allowed caller ID to
be transmitted while the user was simultaneously on the phone; it
did not make any improvement to traditional caller ID.
[0003] Rising popularity of cellular phones is actually making
caller ID increasingly obsolete; most networks do not support the
necessary infrastructure to support the transmission of this data.
For this reason, carriers report the name as "unavailable" or
"wireless caller." In 2002, mobile users surpassed landline
subscribers, and in 2013, cell phones outnumber landlines 5:1.
[0004] Regardless of the platform or carrier, Caller ID suffers
from at least one significant disadvantage: the technology provides
only the caller's number and name to the called party. There exists
a need to better identify callers and provide better information
about those callers. Before this disclosure, no technology provided
a method of rapidly identifying callers and providing profile
information to the called party or its agents. Before this
disclosure, no technology provided a way to automatically identify
a caller and intelligently transfer that caller to an appropriate
call designation or agent. Lastly, before this disclosure, no
technology provided a means for prioritizing a caller in a call
queue pursuant to that caller's subscribing to a particular
efficiency system or service.
BRIEF DESCRIPTION OF THE DRAWINGS
[0005] FIG. 1 shows one example of the process flow for the
disclosed methods of prioritizing calls by using a flow chart. The
process flow begins at the top of the page and continues to one of
the termini at the bottom of the page.
[0006] FIG. 2 shows the universal database aspect of the disclosed
methods and systems. The figure shows systems and methods utilizing
a Cloud Database for storing and updating profile information. As
indicated in FIG. 2, both consumers (e.g., Callers) and Agents or
third parties can amend the information stored on the Universal
Cloud Database.
[0007] FIG. 3 shows a Centralized Caller Profile System comprising
a Caller (1), a Called Party (4), a Database (7), and an Agent
(12). The arrows in FIG. 3 show the interconnectivity of these
entities by representing the transfer (aka transmitting) and/or
acquiring of data or real-time connectivity. FIG. 3 shows the
following transmitting/acquiring aspects: from the Caller to the
Called Party (2); from the Called Party to the Caller (3); from the
Called Party to a Database (5); from the Database to the Called
Party (6); from the Database to the Agent (8); from the Agent to
the Database (9); from the Called Party to the Agent (10); from the
Agent to the Database (11).
[0008] FIG. 4 shows transfer of a call via an exemplary Caller
Queue (13). In FIG. 4, parts (10), (13), and (10a) take the place
of the arrow labeled (10) in FIG. 3, thereby providing additional
detail in this example. The vertical lines represent positions in
the Caller Queue. FIG. 4 shows a traditional Caller Queue, where
Callers are connected with Agents in the order that they are
transferred from the Called Party. The arrow (10a) shows how
Callers in the FIG. 4 example are transferred from the front (right
most) position in the Caller Queue to the Agent (12). FIG. 4 shows
a first-in-first-out ("FIFO") Caller Queue.
[0009] FIG. 5 shows priority routing of a Caller. In FIG. 5, the
Called Party (4) transfers (10) the Caller to the front, "next
caller" position of Caller Queue (13), where the Caller is
transferred (10a) to the next available Agent (12).
[0010] FIG. 6 shows part of a Call Routing System having a
plurality of Destinations (14a)(14b)(14c)(14d), or collectively
(14). As shown in the FIG. 6 example, a Called Party (4) transfers
(10) a Caller to a particular Destination, here (14c), consisting
of Agents sharing a chosen characteristic. The Caller is then
transferred (10b) to an Agent (12) characterized by that
Destination.
DETAILED DESCRIPTION
[0011] Described herein is a system and method for looking up
Content, such as profile information, about callers. The disclosed
centralized caller profile system for authenticating and
identifying callers is an improvement beyond existing systems and
methods because it eliminates the need for hardware, and allows
multiple parties to access the same set of information from a
centralized database. In one embodiment, the centralized database
is maintained by an outside system, such as a Cloud Database. This
new method is far less costly and more efficient than previous
systems.
[0012] The system and methods disclosed herein provide a caller
profile system and service that enable third parties the ability to
rapidly identify a caller via a centralized caller profile
database. A caller profile may contain any type of Content,
including text, image, or other form of multimedia content. The
profiles are maintained by the users who created them to establish
the profiles that are delivered to called parties with the delivery
of each call, and/or at the request of the user.
[0013] The Content (e.g., caller profile information) may be stored
in a Caller Profile Database operated by a service provider, but
may also be stored in a corporate or user operated Caller Profile
database. However stored, the Content may be created and revised by
the user, as needed, using a network terminal, such as a
computer-based World Wide Web browsing system, or an interactive
voice response system. The updates are registered and stored in the
database, and can be sent at the users' discretion to third
parties.
[0014] Third parties are able to access a caller associated Content
(e.g., the caller's profile information) using the caller's Unique
Identifier, which can be a telephone number, email address, or
other identifier unique to the Caller. This profile can be used by
third parties in any way that is helpful to that party and its
business, or in any way the information is important to the
relationship between the user and the party.
[0015] Automatically identifying the Caller and providing the
service provider with information about the Caller adds value to
the user by making the exchange of personal data over the phone
faster and more efficient. The Caller no longer has to verbally
exchange this information, and risk miscommunication with the
answering agent. The third party accessing this information
benefits from the disclosed system and methods by saving valuable
agent time in gathering this necessary information. Normally, their
businesses also save time and money by having up to date customer
information which reduces errors in shipping, billing, etc.
[0016] In one sense, the centralized caller profile system for
authenticating and identifying callers is an efficiency mechanism
that simplifies and expedites the exchange of personal information
from users to third parties. The system achieves this efficiency by
using a Cloud Database, e.g., housing, utilizing, and distributing
profile information contained in a database to any third party
having permission. The profiles contained in the database are
created, modified, maintained, and distributed by the user, or by a
third party at the request of the user.
[0017] A profile may contain any type of Content, such as text,
image or other form of multimedia content. The user may also permit
the profile to be stored in a corporate, public, or user operated
Caller Profile Database. By giving a third party permission to view
or access the profile, the third party more rapidly, and with a
greater level of accuracy, can identify the user.
[0018] The profile identifier (e.g., the Caller's Unique Identifier
or a unique record locator), used to select which profile to view,
can be sent via telephone call, electronic message, or any other
method by which the user can communicate directly or indirectly
with the third party.
[0019] The systems and methods described herein provide the
advantage of better call routing, such as prioritizing a particular
Caller or routing the Caller to a particular Call Destination. In
one embodiment, the priority call queue method marks a particular
caller in the call queue as `high priority.` This heightened priory
level signals the call center to bump the call with the high
priority mark ahead of the other callers on the call queue. This
method is designed to enhance the customer service experience for
callers that are labeled as `high priority.` Prior to this
disclosure, callers on a call queue were treated similarly.
Conventionally, callers were served on a first-come-first-serve
basis, i.e., they were sorted on a First-In-First-Out basis. With
the disclosed new method, high priority callers are pushed ahead on
the call queue. This provides high priority callers with higher
level of customer service and satisfaction.
[0020] This disclosure allows high priority callers on a call queue
to be more quickly assisted by an answering agent. The high
priority callers are determined by the call center or a third party
application. Once those callers have been identified, the system
marks the caller as "high priority" and those callers are bumped
ahead in the call queue. As a result, high priority callers will
receive expedited assistance from an answering agent. There can be
multiple high priority callers on a call queue; each high priority
caller is handled in the order they are received.
[0021] In one embodiment, Callers in a Caller Queue are identified
by their respective phone numbers. The high priority callers are
determined by a Called Party, e.g., the call center or a third
party application. "High priority" status can be determined by the
call center or third party application using any method the call
center or third party application chooses. Once those callers have
been identified, a system marks those callers as `high priority"
and those callers are moved ahead in the Call Queue.
[0022] FIG. 1 details one example of the process flow for the
disclosed methods of prioritizing calls. As a result, high priority
callers receive expedited assistance from an answering agent. In
one embodiment, in which there are multiple high priority callers
on a queue, each caller is handled in the order they are received.
The priority call queue method is designed to enhance the customer
support experience when calling a call center. Assisting high
priority callers before other callers helps businesses enhance
their relationships with high priority customers and provide a
personalized call center experience.
[0023] The priority call queue method can be utilized by any call
center or third party application to deliver a personalized,
enhanced call center experience to users identified as "high
priority." High priority callers in a Caller Queue are able to
receive the benefit of expedited customer attention as exemplified
in FIG. 1.
[0024] Disclosed herein is a Centralized Caller Profile System,
routing system, and methods of routing and prioritizing
callers.
[0025] This disclosure provides a Centralized Caller Profile System
comprising:
[0026] a Caller;
[0027] a Called Party;
[0028] a Cloud Database;
[0029] a telephone connection between the Caller and the Called
Party;
[0030] the Called Party retrieving a Unique Identifier from the
Calling Party;
[0031] the Called Party transmitting the Unique Identifier to the
Cloud Database; and
[0032] the Cloud Database transmitting Content to the Called
Party.
[0033] As used herein, the term "Caller" means a calling party,
i.e., the party placing or initiating a call, especially a
telephone call, to a Called Party.
[0034] As used herein, the term "Called Party" means a party
receiving a call from a Caller.
[0035] In a simple example, a "Caller" places a telephone call to a
Called Party by dialing the Called Party's number and waiting for
the Called Party to answer the call. This simple example may also
include one or more intermediaries, who transfer the Caller to one
or more call recipients, who answer the call.
[0036] As used herein, the term "Cloud Database" means a database
that typically runs on a cloud computing platform. The term "cloud
computing" describes a variety of computing concepts that involve a
large number of computers connected through a real-time
communication network such as the Internet. In one sense, cloud
computing is a synonym for distributed computing over a network and
means the ability to run a program on many connected computers at
the same time. The term cloud computing is also commonly used to
refer to network-based services which appear to be provided by real
server hardware, which in fact are served up by virtual hardware,
simulated by software running on one or more real machines. Such
virtual servers do not physically exist and can therefore be moved
around and scaled up (or down) on the fly without affecting the end
user.
[0037] Examples of popular cloud computing platforms include Amazon
EC2, GoGrid and Rackspace, which can be utilized by those having
ordinary skill in the art. There are two common deployment models:
users can run databases on the cloud independently, using a virtual
machine image, or they can purchase access to a database service,
maintained by a cloud database provider. Of the databases available
on the cloud, some are SQL-based and some use a NoSQL data
model.
[0038] As used herein, the term "telephone connection" means a live
connection between 2 or more parties, wherein at least one party is
connected via a telephone. For example, a telephone conversation
between two participants would include a telephone connection,
through which those participants converse.
[0039] As used herein, the term "retrieving" means actively
requesting or accepting available information from a party to a
particular connection. For example, during a telephone call, the
Called Party may use known methods (e.g., Caller ID) of retrieving
the telephone number of a Caller.
[0040] As used herein, the term "Unique Identifier" means a piece
of information sufficient to specify one thing or record amidst a
larger number of possibilities. Examples of a Unique Identifier
include the following: sequence of numbers, letters, or symbols,
which is used to identify one specific entity. Within the context
of a database (e.g., a Cloud Database), a Unique Identifier is
unique among all identifiers used for those objects and for a
specific purpose. In one embodiment, a Unique Identifier is a
Caller ID (caller identification, CID), aka, calling line
identification (CLID), calling number delivery (CND), calling
number identification (CNID), or calling line identification
presentation (CLIP). In another embodiment, a Unique Identifier is
a mobile identification number (MIN) or mobile subscription
identification number (MSIN). Within the context of this
disclosure, the Unique Identifier can be any reliable
identification feature provided by the Caller and retrievable by
the Called Party.
[0041] The Unique Identifier acquired by the Called Party from the
Calling Party may be used as a record locator in the Cloud
Database. But, the Cloud Database need not use the Unique
Identifier as a unique record locator in the cloud database. To the
contrary, the Unique Identifier initially acquired from the Caller
may be converted into a different, easier to use identifier on the
Cloud Database. One advantage of converting the Unique Identifier
initially acquired from the Caller into a different record locator
is avoiding problems with duplicate numbers when handling
international callers.
[0042] As used herein, the term "transmitting" means causing data
or a signal to pass on from one location or person to another. The
term "transmitting" should also be understood to mean broadcasting
or sending out, such as an electrical signal, a digital signal, an
audio signal, or a radio signal. In one embodiment, transmitting
means sending a Unique Identifier to a Cloud Database via an
internet connection. For example, a Called Party can perform a
Caller ID lookup for an incoming Caller, transmitting that
telephone number information to the Cloud Database.
[0043] As used herein, the term "Content" means textual, visual or
aural content. Content may include, among other things, text,
images, sounds, videos and animations. In one embodiment, Content
is profile information. In one embodiment, the Content is chosen
from text, images, and video.
[0044] As used herein, the term "text" should be construed to mean
characters, including all alphanumeric characters and
languages.
[0045] In one embodiment, the Content is chosen from profile
information and billing information.
[0046] As used herein, the term "profile information" means
textual, image, sound, video, or animated representations about a
particular entity, e.g., a human being. For example, profile
information, including textual information such as name, address,
employment, spoken language, buying preferences, age, hobbies, etc.
Profile information also includes information typically found on
social media or business networking sites, such as, for example,
Linkedln or Facebook.
[0047] As used herein, the term "billing information" means name,
address, and other information required to complete a sales
transaction. In one embodiment, billing information includes
information chosen from credit card number, credit card
verification code, checking account, bank routing number, credit
rating, etc.
[0048] In one embodiment, the Centralized Caller Profile System
comprises an Agent. As used herein, the term "Agent" means an
intelligent entity with whom a Caller can interact or converse,
e.g., about particular goods or services. In one embodiment, the
intelligent entity is an intelligent entity answering the telephone
call and engaging the Caller in conversation. In one embodiment, an
Agent is a human customer service representative. In one example,
the term "Agent" includes a person answering telephone calls within
the customer service department of a business.
[0049] In one embodiment of the disclosed Centralized Caller
Profile System, the Agent could be replaced with a non-human
entity, such as an interactive voice response ("IVR") system.
[0050] In one embodiment of the disclosure, the Centralized Caller
Profile System comprises transmitting Content from the Called Party
to the Agent.
[0051] In one embodiment of the disclosure, the Centralized Caller
Profile System comprises transmitting audio from the Caller to the
Agent. As used herein, the term audio means sound, such as spoken
language. In one embodiment of this disclosure, "transmitting audio
from the Caller to the Agent" includes the Caller speaking into a
telephone and sending the spoken words to the Agent, via a
telephone call.
[0052] In one embodiment, the Centralized Caller Profile System
comprises transmitting audio from the Agent to the Caller.
[0053] In one embodiment, the Centralized Caller Profile System
comprises a telephone connection between the Caller and the
Agent.
[0054] In one embodiment of the disclosure, the Centralized Caller
Profile System comprises transmitting Amended Content from the
Agent to the Cloud Database. In one embodiment, the Centralized
Caller Profile System comprises transmitting Amended Content from
the Caller to the Cloud Database.
[0055] The term "Amended Content" refers to revised Content that
differs from a previous version stored and associated with a
particular record. E.g., address, billing information, customer
preferences, etc. For a specific database record, the Content
associated with a specific user may be changed by a remote user
(e.g., the Agent or the Caller) of the Centralized Caller Profile
System. To update the specific database record, the remote user
would send Amended Content to the database, asking the database to
change the then-existing content to the new Amended Content,
updating the Content stored in the database.
[0056] The term "record" means a group of related data, words, or
fields treated as a meaningful unit. For example data, words, or
fields can be grouped together by associating them with a common
Unique Identifier.
[0057] Disclosed herein are methods of providing a Caller Profile
to an Agent, comprising:
[0058] establishing a telephone connection between Called Party and
a Caller;
[0059] acquiring a Unique Identifier from the Caller;
[0060] transmitting the Unique Identifier to a Cloud Based
Database;
[0061] querying the Cloud Based Database for a record corresponding
to the Unique Identifier;
[0062] identifying Content associated with the Unique Identifier;
and
[0063] transmitting the Content associated with the Unique
Identifier to the Called Party.
[0064] The term "Caller Profile" means a particular representation
of personal information associated with a particular person or
entity. In one embodiment, a Caller Profile comprises the name,
address, telephone number, and email address for a particular
person.
[0065] The term "establishing" means setting up, making, or
creating anew. Establishing a telephone connection between a Called
Party and a Caller could be accomplished by the Called Party's
receiving and answering an incoming telephone call from a Caller.
From the standpoint of a Caller, establishing a telephone
conversation could be accomplished by placing a telephone call to
an entity known to answer telephone calls and waiting for the
receiving party to answer the telephone. In another example, a
Caller requests that the Called Party establishes a telephone
connection.
[0066] The term "acquiring" means gaining, getting, or receiving.
In one example, acquiring the Unique Identifier from a Caller is
accomplished by reading the Caller ID information transmitted by
the Caller.
[0067] The term "querying" means searching for a particular text,
image, sound, video or animation. The term "identifying" means
finding that particular text, image, sound, video or animation upon
searching for it.
[0068] The term "corresponding" means associated or grouped
together with a particular thing. Content corresponding to a
particular Unique Identifier would all be associated with (e.g.,
tagged, marked, designated) that Unique Identifier, such that
querying for the Unique Identifier would reciprocally return that
Content.
[0069] In one embodiment, the method of providing a Caller Profile
to an Agent comprises transmitting Content associated with a
Caller's Unique Identifier to an Agent.
[0070] In one embodiment, the method of providing a Caller Profile
to an Agent comprises establishing a telephone connection between
the Caller and the Agent.
[0071] In one embodiment, the method of providing a Caller Profile
to an Agent comprises acquiring the telephone number of the
Caller.
[0072] In one embodiment, the method of providing a Caller Profile
to an Agent comprises transmitting the telephone number of the
Caller to the Cloud Database.
[0073] In one embodiment, the method of providing a Caller Profile
to an Agent comprises querying the Cloud Based Database for a
record corresponding to the telephone number of the Caller.
[0074] In one embodiment, the method of providing a Caller Profile
to an Agent comprises transmitting audio from the Caller to the
Agent. Transmitting audio from the Caller to the Agent includes,
for example, the Caller speaking to the Agent over the
telephone.
[0075] The term "audio" means sound or an electrical or other
representation of sound. Sound may be stored and transmitted in a
variety of ways, including digital or audio.
[0076] In one embodiment, the method of providing a Caller Profile
to an Agent comprises transmitting audio from the Agent to the
Caller.
[0077] In one embodiment, the method of providing a Caller Profile
to an Agent comprises amending the Content associated with the
Unique Identifier.
[0078] The term "amending Content" means changing or modifying
Content. The changing of modifying may include adding new Content,
deleting all or some of the Content, or altering it in any way. In
one embodiment, the amending is performed by an entity chosen from
the Caller and the Agent.
Disclosed herein is a Priority Caller Queue System, comprising:
[0079] a Caller;
[0080] a Called Party;
[0081] a Caller Queue;
[0082] an Agent;
[0083] a transfer of the Caller from the Called Party to the Caller
Queue for the Agent;
[0084] a preferential positioning of the Caller in the Caller
Queue.
[0085] The term "Caller Queue" means a waiting line of Callers. The
term "Caller Queue for the Agent" means the waiting line of Callers
assigned to that particular Agent. The term "preferential
positioning" refers to placing a Caller in a Caller Queue at a
position other than the end of the line. The Caller can be
preferentially positioned based on a high or heightened priority
status marker.
[0086] Conventional caller queues employ first-in-first-out
("FIFO") waiting lines for callers. In such FIFO waiting lines, the
waiting callers are serviced in the order that the call is
received. "Preferential positioning" refers to placing a Caller in
a Caller Queue ahead of other callers who may have entered the
Caller Queue earlier in time. For example, the Caller may be bumped
or pushed ahead in the Caller Queue based on the Caller's priority
status.
[0087] The term "transfer of the Caller" refers to the act of
directing a particular call or Caller to a Destination or Agent.
For example, a Called Party, such as a receptionist, switchboard,
or call center may transfer or direct a Caller to a Destination
having customer service agents of a particular skill or spoken
language. The transfer of the Caller may also direct the Caller to
a specific Agent.
[0088] The term "Destination" means a genre of Agent types, in
which each Agent shares a particular characteristic. For example, a
Destination (including multiple Agents) may be defined by spoken
language, technical expertise, or any other shared characteristic,
defining the genus of Agents. An Agent refers to a specific person
who may (or may not) share a Destination with other agents.
[0089] In one embodiment of the Priority Caller Queue System, the
Called Party acquires a Unique Identifier from the Caller.
[0090] In one embodiment of the Priority Caller Queue System, the
Called Party transmits the Unique Identifier to a Cloud
Database.
[0091] In one embodiment of the Priority Caller Queue System, the
Called Party receives status information about the Caller from the
Cloud Database.
[0092] The term "status information" means information about a
Caller's priority within a Caller Queue. As discussed above,
certain Callers in the Priority Caller Queue System are marked as
high priority callers, causing the system to bump them ahead in the
Caller Queue.
[0093] In one embodiment of the Priority Caller Queue System, the
preferential positioning comprises placing the Caller in the Caller
Queue at a higher priority than the last position in the Caller
Queue at the time of the transfer. For a high status Caller, the
preferential positioning results in less time waiting in a caller
line, a faster connection time to the Agent, and expedited customer
service.
[0094] In one embodiment of the Priority Caller Queue System, the
preferential positioning comprises placing the Caller in a Caller
Queue at a higher priority than 50% of the callers in the Caller
Queue at the time of the transfer.
[0095] In one embodiment of the Priority Caller Queue System, the
preferential positioning comprises placing the Caller in a Caller
Queue at a position in line selected from next caller, second
caller, or third caller.
[0096] The term "next caller" means the Caller in a Caller Queue
designated to receive service from the next available Agent.
Disclosed herein are methods of prioritizing a telephone call,
comprising:
[0097] receiving a telephone call from a Caller;
[0098] acquiring a Unique Identifier from the Caller;
[0099] transferring the Caller to an Agent;
[0100] preferentially positioning the Caller in a Caller Queue.
[0101] In one embodiment, the method of prioritizing a telephone
call comprises transmitting the Unique Identifier of the Caller to
a Cloud Database.
[0102] In one embodiment, the method of prioritizing a telephone
call comprises receiving Content from a Cloud Database.
[0103] In one embodiment, the method of prioritizing a telephone
call comprises receiving Content stored in the Cloud Database and
correlated with the Unique Identifier.
[0104] In one embodiment, the method of prioritizing a telephone
call comprises preferentially positioning the Caller at the front
50% of the Caller Queue. The term "front 50%" means closer in line
to the Agent than 50% of the other Callers in the Caller Queue.
[0105] In one embodiment, the method of prioritizing a telephone
call comprises preferentially positioning the Caller at the front
75% of the Caller Queue. The term "front 75%" means closer in line
to the Agent than 75% of the other Callers in the Caller Queue.
[0106] In one embodiment, the method of prioritizing a telephone
call comprises preferentially positioning the Caller as the next
caller in the Caller Queue.
Disclosed herein is a Call Routing System, comprising:
[0107] a Caller;
[0108] a Called Party;
[0109] a plurality of Call Destinations;
[0110] the Called Party acquiring a Unique Identifier from the
Caller;
[0111] the Called Party directing the Caller to a specific Call
Destination.
[0112] The term "plurality of Call Destinations" means more than
one available channel for routing a particular caller. For example,
a Called Party may route a Caller to one of several different call
Destinations based on the spoken language of the Caller. In this
example, all Agents at the Destination would speak the same
language.
[0113] The term "specific Call Destination" means a Destination
comprising one or more agents sharing a common characteristic. The
shared common characteristic of the Agents within a specific Call
Destination defines the "specific Call Destination." For example, a
hypothetical Call Destination of "Spanish Speaking Agents."
[0114] In one embodiment, the Call Routing System comprises a Cloud
Database.
[0115] In one embodiment, the Call Routing System comprises the
transfer of Content from the Cloud Database to the Called
Party.
[0116] In one embodiment, the Call Routing System comprises Content
chosen from memorialized representations chosen from the following:
(a) language information; (b) name; (c) address; (d) billing
information; (e) fraud risk; (f) purchasing data; (g) profile
information; (h) subscription information, or (i) other.
[0117] In one embodiment, the Call Routing System comprises the
transfer of the Unique Identifier from the Called Party to the
Cloud Based Database.
[0118] In one embodiment, the Call Routing System comprises a
transfer of the Caller to a specific Agent.
Disclosed herein are methods of routing telephone calls,
comprising
[0119] receiving a telephone call from a Caller;
[0120] acquiring a Unique Identifier from the Caller;
[0121] transferring the Caller to a specific Call Destination.
[0122] In one embodiment, the method of routing telephone calls,
comprises transmitting the Unique Identifier to a Cloud
Database.
[0123] In one embodiment, the method of routing telephone calls,
comprises receiving Content from a Cloud Database.
[0124] In one embodiment, the method of routing telephone calls,
comprises transferring the Caller to a specific Call Destination
pursuant to instructions stored in the Cloud Database.
[0125] In one embodiment, the method of routing telephone calls,
comprises transferring the Caller to an Agent.
[0126] In one embodiment, the method of routing telephone calls,
comprises transferring the Caller to a specific Call Destination
pursuant to instructions for choosing a spoken language for the
Agent.
[0127] In one embodiment, the method of routing telephone calls,
comprises transferring the Caller to a specific Call Destination
pursuant to instructions for choosing a specific Call
Destination.
* * * * *