1
Michael Wayne Brown, Joseph Herbert McIntyre, Michael A Paolini, James Mark Weaver, Scott Lee Winters: Managing caller profiles across multiple hold queues according to authenticated caller identifiers. International Business Machines Corporation, Mark S Walker, Amy J Pattillo, September 5, 2006: US07103172 (108 worldwide citation)

A method, system, and program for managing caller profiles across multiple hold queues according to authenticated caller identifiers are provided. An identity of a caller of a call received at an on hold system is authenticated. The call is then placed in a hold queue. A caller profile associated wi ...


2
Michael Wayne Brown, Joseph Herbert McIntyre, Michael A Paolini, James Mark Weaver, Scott Lee Winters: Controlling hold queue position adjustment. International Business Machines Corporation, Mark S Walker, Amy J Pattillo, July 17, 2007: US07245716 (103 worldwide citation)

A method, system, and program for allowing callers to adjust in position within a hold queue are provided. An advancement token earned by a caller while waiting in a hold queue is detected. The advancement token is stored for redemption in a future call by the caller according to an authenticated id ...


3
Michael Wayne Brown, Joseph Herbert McIntyre, Michael A Paolini, James Mark Weaver, Scott Lee Winters: Promoting caller voice browsing in a hold queue. International Business Machines Corporation, Mark S Walker, Amy J Pattillo, July 11, 2006: US07076051 (91 worldwide citation)

A method, system, and program for promoting caller voice browsing while a caller is waiting in a hold queue are provided. At least one web page is selected for voice browsing by a particular caller waiting in a hold queue. The particular caller may be offered an incentive to voice browse the at leas ...


4
Michael Wayne Brown, Joseph Herbert McIntyre, Michael A Paolini, James Mark Weaver, Scott Lee Winters: Providing account usage fraud protection. International Business Machines Corporation, Mark S Walker, Amy J Pattillo, December 12, 2006: US07149296 (77 worldwide citation)

A method, system, and program providing identification usage fraud protection are provided. A context for a use of an identification via a communication line is detected at a fraud protection service. The context for use of the identification is analyzed in view of multiple previous uses of the iden ...


5
Michael Wayne Brown, Joseph Herbert McIntyre, Michael A Paolini, James Mark Weaver, Scott Lee Winters: Controlling advertising output during hold periods. International Business Machines Corporation, John R Biggers, Mark S Walker, Biggers & Ohanian PLLC, January 27, 2004: US06683941 (58 worldwide citation)

A method, system, and program for controlling advertising output during hold periods are provided. A context for a call on hold is detected. An advertisement is selected for output during a hold space a hold period of the call according to the context. Output of the advertisement during the hold spa ...


6
Michael Wayne Brown, Joseph Herbert McIntyre, Michael A Paolini, James Mark Weaver, Scott Lee Winters: Hold queue wait estimations. International Business Machines Corporation, Mark S Walker, Amy J Pattillo, May 8, 2007: US07215759 (40 worldwide citation)

A method, system, and program for estimating hold queue wait times are provided. Call times are individually estimated for multiple calls within a call center. In particular, call times may be estimated according to representative profiles, caller profiles, and current caller activity of the multipl ...


7
Michael Wayne Brown, Joseph Herbert McIntyre, Michael A Paolini, James Mark Weaver, Scott Lee Winters: Third party regulation of calls based on the caller and callee pair to a call. International Business Machines Corporation, Mark S Walker, Amy J Pattillo, July 12, 2005: US06917672 (35 worldwide citation)

A method, system, and program for third party regulation of calls based on the caller and callee pair to the call. An identity of a caller to a call and an identity of a callee logged in to receive the call are detected. A selection of third party criteria for regulating a call between the caller id ...


8
Michael Wayne Brown, Joseph Herbert McIntyre, Michael A Paolini, James Mark Weaver, Scott Lee Winters: Compensating recipients of calls. International Business Machines Corporation, Mark S Walker, Amy J Pattillo, February 7, 2006: US06996216 (32 worldwide citation)

A method, system, and program for compensating recipients of calls are provided. A request to bill a caller a tariff for a call is initiated, wherein the caller originates the call. The caller is prompted to accept payment of the tariff to receive access to a destination line during the call. Respon ...


9
Michael Wayne Brown, Joseph Herbert McIntyre, Michael A Paolini, James Mark Weaver, Scott Lee Winters: Promoting use of experts to callers waiting in a hold queue. International Business Machines Corporation, Mark S Walker, Amy J Pattillo, November 21, 2006: US07139390 (32 worldwide citation)

A method, system, and program for promoting use of experts to callers waiting within a hold queue are provided. First, use of experts by callers waiting in a hold queue is promoted by offering callers an incentive to speak to an expert while waiting to speak with an official representative. The call ...


10
Michael Wayne Brown, Joseph Herbert McIntyre, Michael A Paolini, James Mark Weaver, Scott Lee Winters: Destination device initiated caller identification. International Business Machines Corporation, John Biggers, Mark S Walker, Biggers & Ohanian, February 21, 2006: US07003466 (24 worldwide citation)

A method, system, and program for origin device initiated caller identification are provided. In response to detecting a call extended to a destination device, extending a request from said destination device to an origin device requesting a voice utterance of the caller at said origin device. A cal ...