Method and apparatus for enabling interaction between callers with calls positioned in a queue
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United States of America Patent
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May 11, 2004
Issued Date -
N/A
app pub date -
Oct 25, 2001
filing date -
Apr 11, 1997
priority date (Note) -
Expired
status (Latency Note)
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Abstract
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; and 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. In a further embodiment of the invention, the caller is given a further option to enter a 'chat room' where callers having like problems can converse until an agent becomes available.
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