# US 12,010,270 B2 · Call queue management by digital assistant > Agents: this data is available as JSON from the patentgrep API and MCP server — see https://patentgrep.com/llms.txt - Number: US 12,010,270 B2 - Document ID: US12010270B2 - Status: Granted - Kind: B2 - Application number: 17/769,059 - Filed: 2019-10-17 - Published: 2024-01-04 - Granted: 2024-06-11 - Earliest claimed: 2019-10-17 - Assignees: Telefonaktiebolaget LM Ericsson (publ) - Applicants: Telefonaktiebolaget LM Ericsson (publ) - Inventors: Ester Gonzalez De Langarica - Web page: https://patentgrep.com/patent/US12010270B2 ## CPC - H04M 1/271: {controlled by voice recognition} - H04M 3/5238: {with waiting time or load prediction arrangements} - H04M 3/4935: {Connection initiated by DAS system} - H04M 3/527: Centralised call answering arrangements not requiring operator intervention - H04M 1/6033: {for providing handsfree use or a loudspeaker mode in telephone sets (arrangements for preventing acoustic echo H04M9/08)} - H04M 3/4286: {Notifying a held subscriber when his held call is removed from hold} - H04M 3/5166: {in combination with interactive voice response systems or voice portals, e.g. as front-ends} - H04M 2203/2027: Live party detection - H04M: TELEPHONIC COMMUNICATION (circuits for controlling other apparatus via a telephone cable and not involving telephone switching apparatus G08) ## Abstract The present disclosure relates to a method of a digital assistant device (305) of managing a voice call established between a calling party (300) and a recipient (303), the voice call having been queued to await a response by a human representative (303a) of the recipient (303) of the voice call, and a digital assistant device (305) performing the method. In a first aspect, a method of a digital assistant device (305) of managing a voice call established between a calling party (300) and a recipient (303), the voice call having been queued to await a response by a human representative (303a) of the recipient (303) of the voice call, is provided. The method comprises detecting (S101), from a voice indication of the voice call, information indicating a point in time when the human representative (303a) of the recipient (303) is expected to be able to provide a response to the queued voice call, and setting (S102) the calling party (300) in contact with the recipient (303) at the determined point in time. ## Claims ### Claim 1 A method of a digital assistant device of managing a voice call established between a calling party and a recipient, the voice call having been queued to await a response by a human representative of the recipient of the voice call, comprising: detecting, from a voice indication provided by the calling party of the voice call, information indicating a point in time when the human representative of the recipient is expected to be able to provide a response to the queued voice call; and setting the calling party in contact with the recipient at the determined point in time. ### Claim 2 (depends on 1) The method of claim 1, wherein the digital assistant device is configured to remain connected with the recipient after having detected the information indicating a point in time when the human representative of the recipient is expected to be able to provide a response to the queued voice call, the method further comprising: monitoring a current position of the voice call in the queue on the basis of information provided by the recipient. ### Claim 3 (depends on 2) The method of claim 2, wherein the setting of the calling party in contact with the recipient at the determined point in time comprises: establishing a new voice call between the recipient and the calling party at the determined point in time, or resuming an ongoing voice call between the recipient and the calling party at the determined point in time. ### Claim 4 (depends on 3) The method of claim 3, further comprising: notifying the calling party that the ongoing voice call is to be resumed. ### Claim 5 (depends on 1) The method of claim 1, wherein the setting of the calling party in contact with the recipient at the determined point in time comprises: providing the recipient with contact information of the calling party, wherein the recipient establishes a voice call with the calling party at the point in time when the human representative of the recipient is expected to be able to provide a response to the queued voice call. ### Claim 6 (depends on 1) The method of claim 1, wherein the detection of information from a voice indication comprises recognizing a non-human voice indication. ### Claim 7 (depends on 1) A non-transitory computer readable storage medium storing a computer program comprising computer-executable instructions for causing a device to perform the method of claim 1. ### Claim 8 A digital assistant device configured to manage a voice call established between a calling party and a recipient, the voice call having been queued to await a response by a human representative of the recipient of the voice call, the digital assistant device comprising a processing unit and a memory, said memory containing instructions executable by said processing unit, whereby the digital assistant device is operative to: detect, from a voice indication provided by the calling party of the voice call, information indicating a point in time when the human representative of the recipient is expected to be able to provide a response to the queued voice call; and set the calling party in contact with the recipient at the determined point in time. ### Claim 9 (depends on 8) The digital assistant device of claim 8, further being configured to remain connected with the recipient after having detected the information indicating a point in time when the human representative of the recipient is expected to be able to provide a response to the queued voice call, the digital assistant device further being operative to: monitor a current position of the voice call in the queue on the basis of information provided by the recipient. ### Claim 10 (depends on 9) The digital assistant device of claim 9, further being operative to, when setting the calling party in contact with the recipient at the determined point in time: establish a new voice call between the recipient and the calling party at the determined point in time, or resume an ongoing voice call between the recipient and the calling party at the determined point in time. ### Claim 11 (depends on 10) The digital assistant device of claim 10, further being operative to: notify the calling party that the ongoing voice call is to be resumed. ### Claim 12 (depends on 9) The digital assistant device of claim 9, further being operative to: repeatedly inform the calling party of the current position of the voice call in the queue. ### Claim 13 (depends on 8) The digital assistant device of claim 8, further being operative to, when setting the calling party in contact with the recipient at the determined point in time: provide the recipient with contact information of the calling party, wherein the recipient establishes a voice call with the calling party at the point in time when the human representative of the recipient is expected to be able to provide a response to the queued voice call. ### Claim 14 (depends on 8) The digital assistant device of claim 8, further being operative to detect information from a voice indication by recognizing a non-human voice indication.