06014439 is referenced by 163 patents and cites 57 patents.

A system for entertaining a caller placed in a queue of a call center is disclosed that allows the caller to access a plurality of entertainment options while on hold. The entertainment options permit the caller to (i) place a call to a third party while on hold; or (ii) access one or more premium entertainment services while on hold. A PBX/ACD receives the calls destined for the call center, and queues the calls when an appropriate attendant is not available. An IVRU prompts a caller for specific information and forwards the collected information to the PBX/ACD. The IVRU provides the caller with a menu of available entertainment options which can be accessed by the caller while the caller is on hold. The PBX/ACD establishes a connection between the caller and the selected entertainment service. The call is then transferred to an available attendant with any data that may be required to process the call.

Title
Method and apparatus for entertaining callers in a queue
Application Number
8/826930
Publication Number
6014439
Application Date
April 8, 1997
Publication Date
January 11, 2000
Inventor
Thomas M Sparico
Riverside
CT, US
James A Jorasch
Stamford
CT, US
Jay S Walker
Ridgefield
CT, US
Agent
Patrick J Buckley
Dean Alderucci
Assignee
Walker Asset Management Partnership
CT, US
IPC
H04M 3/00
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