# US 10,484,543 B2 · System and method for replacing hold-time with a call back in a contact center environment

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- Number: US 10,484,543 B2
- Document ID: US10484543B2
- Status: Granted
- Kind: B2
- Application number: 15/924,149
- Filed: 2018-03-16
- Published: 2018-08-09
- Granted: 2019-11-19
- Earliest claimed: 2008-11-24
- Assignees: FonCloud, Inc.
- Applicants: FonCloud, Inc.
- Inventors: Shai Berger; Jason Bigue; Michael J. Pultz
- Web page: https://patentgrep.com/patent/US10484543B2

## CPC

- H04M 3/5231: {with call back arrangements}
- H04M 3/42059: {Making use of the calling party identifier}
- H04M 3/428: Arrangements for placing incoming calls on hold
- H04M 3/493: Interactive information services, e.g. directory enquiries {; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals}
- H04M 7/0024: {Services and arrangements where telephone services are combined with data services (arrangements which combine a telephonic equipment and a computer H04M7/0012)}
- H04L 63/0428: {wherein the data content is protected, e.g. by encrypting or encapsulating the payload}
- H04M 2201/40: using speech recognition
- H04M 2203/2077: Call queuing apart from automatic call distribution
- H04M 2203/60: related to security aspects in telephonic communication systems
- H04M: TELEPHONIC COMMUNICATION (circuits for controlling other apparatus via a telephone cable and not involving telephone switching apparatus G08)
- H04L: TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION (arrangements common to telegraphic and telephonic communication H04M)

## Abstract

System and method for handling a transaction between a waiting party and queuing party include an independent communication system (ICS) managing calls between the waiting party and calling party and handles sensitive data as well as call-attached data. The ICS manages the transaction in different stages and with different levels of sensitivity. Either party is allowed to modify the call or call preferences during the transaction. The ICS works independently from the queuing party calling system.

## Claims

### Claim 1

A method used by an independent communication system (ICS), the method comprising: managing a transaction between a waiting party and a queuing party having a queuing calling system (QCS), providing a protected connection between the QCS and a local media appliance (LMA) for routing signaling or media data between the QCS and the LMA and between the ICS and the LMA, such that the LMA allows the ICS to provide virtual queuing functionality to the QCS, such that voice data only need travel between the LMA and the QCS or between the QCS and the waiting party, but not between the LMA and the ICS.

### Claim 2 (depends on 1)

The method of claim 1, wherein the ICS uses VoIP to communicate with the LMA.

### Claim 3 (depends on 1)

The method of claim 1, wherein the ICS communicates with the LMA at different phases with a different level of data sensitivity.

### Claim 4 (depends on 1)

The method of claim 1, further adapted to initiating a call-back from the queuing party to the waiting party.

### Claim 5 (depends on 4)

The method of claim 4, further selecting a call-back number or a voice address from a database.

### Claim 6

An independent communication system (ICS) comprising: a server adapted for managing a transaction between a waiting party having a queuing calling system (QCS); and a local media appliance (LMA) on a protected connection to the QCS and in communication with the server, such that the LMA allows the ICS to provide virtual queuing functionality to the QCS, the ICS configured such that voice data only need travel between the LMA and the QCS or between the QCS and the waiting party, but not between the LMA and the ICS.

### Claim 7 (depends on 6)

The ICS of claim 6, wherein the server uses VoIP to communicate with the LMA.

### Claim 8 (depends on 6)

The ICS of claim 6, wherein the server communicates with the LMA at different phases with a different level of data sensitivity.

### Claim 9 (depends on 6)

The ICS of claim 6, wherein the ICS is further adapted to initiate a call-back from the queuing party to the waiting party.

### Claim 10 (depends on 9)

The ICS of claim 9, further comprising a database for selecting a call-back number or a voice address.