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US 7,881,450 B1Granted
Answer on hold notification
AssigneeAvaya Inc.
InventorsChristopher Reon Gentle, Nivedita Mogale, Mei Sing Ong, Julian Orbach, Alastair John Rankine
Life of this patent
Estimating the term…
Abstract
An answer on hold notification feature is provided. The answer on hold notification feature is activated when a call is waiting for servicing by a human agent. For example the feature may be activated when the call is placed on hold by the user of the first communication endpoint. By providing an answer on hold notification signal feature, a user can engage in a second call, or perform other tasks, without the risk of losing an opportunity to speak with a human agent as a result of attending to such other call or task.
Claims16
A method for notifying a user of a communication device of an active communication on a deselected communication channel:
- establishing a first communication channel between a first communication endpoint comprising said communication device and a second communication endpoint;
- after said establishing said first communication channel, said first communication endpoint placing said second communication endpoint on hold;
- after said establishing said first communication channel and after said first communication endpoint placing said second communication endpoint on hold, establishing a second communication channel between said first communication endpoint and a third communication endpoint;
- after said establishing a second communication channel, receiving a signal from the second communication endpoint, wherein the signal is a human voice;
- in response to receiving the signal from the second communication endpoint, providing a notification signal at said first communication endpoint that said second communication endpoint requires a response from said first communication endpoint, wherein said notification signal provided at said first communication endpoint includes indicating a type of signal being received is a human voice.
2 more elements
A system for providing answer on hold notification, comprising:
- a communication network;
- a second communication endpoint in communication with the communication network;
- a third communication endpoint in communication with the communication network;
- a first enhanced communication endpoint in communication with the second communication endpoint and the third communication endpoint through the communication network, the first enhanced communication endpoint including:
- a communication network interface;
- a user output;
- a user input;
- a controller, wherein said first enhanced communication endpoint provides a hold feature, wherein the controller is operable to:
- place the communication between the first enhanced communication endpoint and the second communication endpoint on hold;
- activate the hold feature;
- conduct the communication between the first enhanced communication endpoint and the third communication endpoint;
- the hold feature operable to determine there is activity requiring a user response with respect to the communication with the second communication endpoint, wherein the activity is a voice signal received from the third communication endpoint;
- the hold feature operable to provide a notification signal to a user notifying the user of the activity requiring the user response wherein the notification providing an indication that a type of signal being received is a human voice, and wherein the hold feature is operable to provide the notification signal while the communication between the first enhanced communication endpoint and the third communication endpoint is active.
10 more elements
A system for indicating that user input on a communication channel is required, comprising:
- a communication endpoint, the first communication endpoint comprising:
- a memory operable to store computer executable instructions;
- a processor in communication with the memory;
- the processor is operable to read the computer executable instructions from the memory and operable to execute the computer executable instructions, the instructions comprising:
- instructions to receive a communication from a second communication endpoint;
- instructions to place the communication on hold;
- instructions to determine that the second communication endpoint has actively placed the communication on hold;
- instructions to determine that a hold feature has been activated by the second communication endpoint;
- instructions to determine that a voice signal from a human agent to a user of the communication endpoint has been received, wherein the voice signal is an audible communication from the communication endpoint;
- instructions to send a signal to the second communication endpoint that the human agent is available and the communication with the communication endpoint should be taken off hold;
- wherein the signal notifies the user of the second communication endpoint that a type of signal being received is a human voice and that said human agent is available to said user, wherein the second communication endpoint is operable to provide a notification signal in the form of an attenuated first output while the second communication endpoint has established a second communication with a third communication endpoint,
- wherein the notification signal is operable while the user of the second communication endpoint is exchanging at least audible information with a second user of the third communication endpoint, and
- wherein the second user of the third communication endpoint is not provided with the notification signal.
10 more elements
Dependencies are inferred from the claim text.