System and method for eliminating hold-time in phone calls
AssigneeFonCloud, Inc.
InventorsShai Berger, Jason P. Bigue, Michael Pultz
Life of this patent
Estimating the term…
Abstract
An independent calling system (ICS) used in a transaction between a waiting party and a queuing party includes the queuing party having a queuing calling system (QCS) with the ICS adapted to communicate with the QCS and determine a hold status of the transaction.
Claims22
An independent calling system (ICS) implemented in a transaction between a waiting party and a queuing party, the queuing party having a queuing calling system (QCS) and a phone system associated with the QCS, the ICS comprising a dial device dialing the phone system associated with the QCS and a navigate device using recorded and computer generated DTMF tones and voice cues to navigate without interaction from the waiting party an interactive voice response (IVR) menu of the phone system associated with the QCS and an audio processor processing at least one of continually and intermittently electronically processing audio received from the phone system associated with the QCS and searching for certain cues from the QCS to identify a transition from an on-hold state to a live state in which an agent is present, such that the ICS does not require cooperation from the QCS except for directing dialing and navigating the phone system associated with the QCS on behalf of the waiting party.
A method implemented in a transaction between a waiting party and a queuing party, the queuing party having a queuing calling system (QCS) and a phone system associated with the QCS, the method comprising electronically dialing the phone system associated with the QCS using computer generated and recorded DTMF tones and voice cues to navigate without interaction from the waiting party an interactive voice response (IVR) menu of the phone system, and at least one of continually and intermittently electronically processing audio received from the phone system associated with the QCS and searching for certain cues from the QCS to identify a transition from an on-hold state to a live state in which an agent is present, wherein the method does not require cooperation from the QCS except for directing dialing and navigating the phone system associated with the QCS on behalf of the waiting party.
Dependencies are inferred from the claim text.