Supercharge Your Innovation With Domain-Expert AI Agents!

Enhanced call queuing system

A calling party and call answering technology, applied in the field of queuing system, to achieve the effect of speeding up the processing time

Inactive Publication Date: 2006-03-29
PANASONIC CORP
View PDF2 Cites 0 Cited by
  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

Once in queue, callers may spend more time waiting for an agent to answer the call

Method used

the structure of the environmentally friendly knitted fabric provided by the present invention; figure 2 Flow chart of the yarn wrapping machine for environmentally friendly knitted fabrics and storage devices; image 3 Is the parameter map of the yarn covering machine
View more

Image

Smart Image Click on the blue labels to locate them in the text.
Viewing Examples
Smart Image
  • Enhanced call queuing system
  • Enhanced call queuing system
  • Enhanced call queuing system

Examples

Experimental program
Comparison scheme
Effect test

Embodiment Construction

[0016] The enhanced call queuing system described below integrates the process of setting up a SIP call for a VoIP call and downloading a form to the calling party, allowing customer data to be collected prior to speaking with a call agent. Two example solutions are provided below. Solution 1 is the best example because it provides integrated call setup and form exchange.

[0017] The enhanced queuing system is designed to operate in an IP telephony environment.

[0018] system operation

[0019] A preferred enhanced call queuing system according to the present invention is a software enhancement to a call center system. The system operates when a caller places a call to a call center and wishes to speak to an agent, but no agent is available at the time. While the caller is waiting to speak with an agent, there are forms that can be provided to the caller to complete to aid in the call. The number and complexity of the forms sent will depend on the expected time before th...

the structure of the environmentally friendly knitted fabric provided by the present invention; figure 2 Flow chart of the yarn wrapping machine for environmentally friendly knitted fabrics and storage devices; image 3 Is the parameter map of the yarn covering machine
Login to View More

PUM

No PUM Login to View More

Abstract

In a computer controlled call answering system, if no agent is available to respond to an incoming call, a caller is provided with a form to complete during the waiting time. Forms of varying complexity may be stored and relayed to the caller depending on the anticipated waiting time. Additionally or alternatively, further forms having additional fields may be sent to the caller if the agent is not available following completion of a first form.

Description

technical field [0001] The invention relates to a queuing system and its realization method. [0002] In this document, a user calling an automated call answering system (or call center) will be referred to as a calling party. Individuals who answer the caller's inquiries will be referred to as agents. [0003] The system allows for the exchange of multimedia information (eg forms) between a caller and an automated answering system before the caller speaks to an agent. Background technique [0004] Automated answering systems are becoming more common in today's society, allowing large companies to screen incoming calls and use a queuing system for callers waiting to speak to a consumer agent. Once in the queue, the caller may spend an extended period of time waiting for an agent to answer the call. [0005] Prior Art and Related Patents [0006] - WO0127791 describes a customer calling system supplemented by a separate internet based device which provides a form for cust...

Claims

the structure of the environmentally friendly knitted fabric provided by the present invention; figure 2 Flow chart of the yarn wrapping machine for environmentally friendly knitted fabrics and storage devices; image 3 Is the parameter map of the yarn covering machine
Login to View More

Application Information

Patent Timeline
no application Login to View More
Patent Type & Authority Applications(China)
IPC IPC(8): H04M3/51H04M3/428H04M3/523
CPCH04M3/4285H04M3/5238H04M3/5191
Inventor 加文·保罗·巴顿
Owner PANASONIC CORP
Features
  • R&D
  • Intellectual Property
  • Life Sciences
  • Materials
  • Tech Scout
Why Patsnap Eureka
  • Unparalleled Data Quality
  • Higher Quality Content
  • 60% Fewer Hallucinations
Social media
Patsnap Eureka Blog
Learn More

Browse by: Latest US Patents, China's latest patents, Technical Efficacy Thesaurus, Application Domain, Technology Topic, Popular Technical Reports.

© 2025 PatSnap. All rights reserved.Legal|Privacy policy|Modern Slavery Act Transparency Statement|Sitemap|About US| Contact US: help@patsnap.com