Method and apparatus for enabling interaction between callers with calls positioned in a queue

A method for processing calls requesting information on a plurality of subjects, comprising the steps of:

• a) arranging call identifiers in a queue;
• b) providing a message to a first caller having a question about a subject, whose call identifier is present in said queue, said message offering an option for the first caller to participate in a live or recorded conversation by at least listening to a conversation related to said subject, wherein said conversation is a recorded call between an agent and a caller;
• and
• c) responding to said caller's acceptance of said offer by arranging for said first caller to at least listen to said conversation.

A system for processing of received calls directed to a plurality of agents, comprising:

• call distribution means for arranging call identifiers in a queue and for outputting a message transmission signal;
• voice response means operative in accord with said message transmission signal from said call distribution means, for providing a message to a caller whose call identifier is present in said queue, said message offering an option for the caller to at least listen to a conversation relating to a subject category that matches a subject about which said caller is calling, wherein said conversation is an in-progress call between an agent and a previous caller;
• and
• said call distribution means being responsive to said caller's acceptance of said option by arranging for said caller to at least listen in on said conversation.

A system for processing of received calls directed to a plurality of agents, comprising:

• call distribution means for arranging call identifiers in a queue and for outputting a message transmission signal;
• voice response means operative in accord with said message transmission signal from said call distribution means, for providing a message to a caller whose call identifier is present in said queue, said message offering an option for the caller to at least listen to a conversation relating to a subject category that matches a subject about which said caller is calling, wherein said conversation is an recorded call between an agent and a previous caller;
• and
• said call distribution means being responsive to said caller's acceptance of said option by arranging for said caller to at least listen in on said conversation.

An automatic call distributor (ACD) operative in combination with a voice response unit to process received calls directed to a plurality of agents, comprising:

• a) means for arranging call identifiers in a queue;
• b) means, operational in accord with predetermined criteria, for outputting a message transmission signal which causes said voice response unit to provide a message to a first caller having a question about a subject and a call identifier in said queue, said message offering an option for the first caller to listen at least to a conversation relating to said subject, wherein said conversation is an in-progress call between an agent and a caller;
• and
• c) means responsive to said means b) indicating acceptance by said first caller of said offer, for arranging for said first caller to listen in on said conversation.

An automatic call distributor (ACD) operative in combination with a voice response unit to process received calls directed to a plurality of agents, comprising:

• a) means for arranging call identifiers in a queue;
• b) means, operational in accord with predetermined criteria, for outputting a message transmission signal which causes said voice response unit to provide a message to a first caller having a question about a subject and a call identifier in said queue, said message offering an option for the first caller to listen at least to a conversation relating to said subject, wherein said conversation is a recorded call between an agent and a caller;
• and
• c) means responsive to said means b) indicating acceptance by said first caller of said offer, for arranging for said first caller to listen in on said conversation.

A method of accessing a limited availability telephone information provider, comprising the steps of:

• a) calling said telephone information provider to inquire about a subject and receiving a place in a queue of other callers awaiting access to said information;
• b) receiving an offer to at least listen to a conversation relating to said subject, wherein said conversation relating to said subject is a call that is accessed from a set of prerecorded calls;
• and
• c) accepting said offer and thereafter at least listening in on said conversation.

A method of accessing a limited availability telephone information provider, comprising the steps of:

• a) calling said telephone information provider to inquire about a subject and receiving a place in a queue of other callers awaiting access to said information;
• b) receiving an offer to at least listen to a conversation relating to said subject, wherein said conversation is between an agent and another caller relating to said subject and is a call that is currently in-progress;
• and
• c) accepting said offer and thereafter at least listening in on said conversation.

A memory media for controlling a computer system to perform call processing, said memory media comprising:

• a) means for controlling said computer system to arrange call identifiers in a queue;
• b) means for controlling said computer system to provide a message to a first caller having a question about a subject, whose call identifier is present in said queue, said message offering an option for the first caller, at least, to listen to another conversation relating to said subject, wherein said conversation is an in-progress call between an agent and a caller;
• and
• c) means for controlling said computer system to respond to acceptance by said first caller of said offer by arranging for said first caller to listen in on said another conversation.

A memory media for controlling a computer system to perform call processing, said memory media comprising:

• a) means for controlling said computer system to arrange call identifiers in a queue;
• b) means for controlling said computer system to provide a message to a first caller having a question about a subject, whose call identifier is present in said queue, said message offering an option for the first caller, at least, to listen to another conversation relating to said subject, wherein said conversation is a recorded call between an agent and a caller;
• and
• c) means for controlling said computer system to respond to acceptance by said first caller of said offer by arranging for said first caller to listen in on said another conversation.