David Cheng

US Patent:

6826276, Nov 30, 2004

Filed:

Dec 3, 2001

Appl. No.:

10/005733

Inventors:

Michael Wayne Brown - Georgetown TX
David R. Cheng - Wilmington DE
Wing-Ying Stephanie Leung - Ann Arbor MI
Folu Okunseinde - Oakhurst NJ
Michael A. Paolini - Austin TX
Seema Sheth-Voss - Cambridge MA
Scott Lee Winters - Austin TX

Assignee:

International Business Machines Corporation - Armonk NY

International Classification:

H04M 500

US Classification:

37926502, 37926509

Abstract:

A method, system, and program for managing a caller profile for multiple callers across multiple call hold centers are provided. Multiple call centers preferably subscribe to a remote caller profile server that manages caller profiles that are distributable to the multiple call centers. Each of the multiple call centers utilizes caller profiles to specify services to the callers related to the caller profiles when those callers are placed on hold within the caller centers. In addition, each of the call centers monitors the activity of callers while on hold and transfers the monitored activity information to the remote caller profile server to update the caller profiles.

US Patent:

6959081, Oct 25, 2005

Filed:

Dec 3, 2001

Appl. No.:

10/005828

Inventors:

Michael Wayne Brown - Georgetown TX, US
David R. Cheng - Wilmington DE, US
Wing-Ying Stephanie Leung - Ann Arbor MI, US
Folu Okunseinde - Oakhurst NJ, US
Michael A. Paolini - Austin TX, US
Seema Sheth-Voss - Cambridge MA, US
Scott Lee Winters - Austin TX, US

Assignee:

International Business Machines Corporation - Armonk NY

International Classification:

H04M003/00

US Classification:

37926511, 37926601, 379309

Abstract:

A method, system, and program for expert hold queue management are provided. A call is received at a call center. The call is placed on hold in a hold queue until a representative of the call center is available to answer the call. While on hold in the hold queue, the call is transferred to an expert. In particular, the call may be transferred to a second hold queue within the first hold queue if the expert is not immediately available. Experts may include freelance experts, query based experts, and emergency response experts. Then, responsive to detecting the call at the top of the call queue, the caller is notified of an availability of a representative. The caller may select to remain with the expert or transfer to the representative.

US Patent:

7050568, May 23, 2006

Filed:

Aug 17, 2001

Appl. No.:

09/931991

Inventors:

Michael Wayne Brown - Georgetown TX, US
David R. Cheng - Wilmington DE, US
Wing-Ying Stephanie Leung - Ann Arbor MI, US
Folu Okunseinde - Oakhurst NJ, US
Michael A. Paolini - Austin TX, US
Seema Sheth-Voss - Cambridge MA, US

International Classification:

H04M 3/00

US Classification:

37926601, 37921002, 37926606

Abstract:

A method, system and product for managing a hold queue is provided. A call center receives an incoming telephone call from at least one caller and places the caller in an initial position in the hold queue. When a caller is in a hold queue at a call center, a request can be made to pause the caller's position in the hold queue. When the caller is ready to return to the hold queue or when the pause duration has expired, the caller becomes active in the hold queue.

US Patent:

7095842, Aug 22, 2006

Filed:

Dec 3, 2001

Appl. No.:

10/004664

Inventors:

Michael Wayne Brown - Georgetown TX, US
David R. Cheng - Wilmington DE, US
Wing-Ying Stephanie Leung - Ann Arbor MI, US
Folu Okunseinde - Oakhurst NJ, US
Michael A. Paolini - Austin TX, US
Seema Sheth-Voss - Cambridge MA, US
Scott Lee Winters - Austin TX, US

Assignee:

International Business Machines Corporation - Armonk NY

International Classification:

H04M 3/00
H04M 5/00

US Classification:

37926601, 37926602

Abstract:

A method, system, and program for allowing callers to adjust in position within a call hold queue are provided. An advancement token earned by a caller is detected at a calling queue. The position of the caller within the calling queue is adjusted, in response to redemption of the advancement token, such that the caller is allowed control over the position within the calling queue by earning advancement tokens. In particular, a caller may earn advancement tokens by participation in competitions or surveys or by redemption of membership points.

US Patent:

7130411, Oct 31, 2006

Filed:

Dec 3, 2001

Appl. No.:

10/005680

Inventors:

Michael Wayne Brown - Georgetown TX, US
David R. Cheng - Wilmington DE, US
Wing-Ying Stephanie Leung - Ann Arbor MI, US
Folu Okunseinde - Oakhurst NJ, US
Michael A. Paolini - Austin TX, US
Seema Sheth-Voss - Cambridge MA, US
Scott Lee Winters - Austin TX, US

Assignee:

International Business Machines Corporation - Armonk NY

International Classification:

H04M 3/523
H04Q 3/64

US Classification:

37926601, 37922606

Abstract:

A method, system, and program for publishing hold queue characteristics are provided. Characteristics of an on hold system are monitored. Then, responsive to a selection by a caller of a format and interface for publishing the characteristics, the characteristics are transferred to the selected interface in the selected format.

US Patent:

20030103618, Jun 5, 2003

Filed:

Dec 3, 2001

Appl. No.:

10/006004

Inventors:

Michael Brown - Georgetown TX, US
David Cheng - Wilmington DE, US
Wing-Ying Leung - Ann Arbor MI, US
Folu Okunseinde - Oakhurst NJ, US
Michael Paolini - Austin TX, US
Seema Sheth-Voss - Cambridge MA, US
Scott Winters - Austin TX, US

Assignee:

INTERNATIONAL BUSINESS MACHINES CORPORATION - ARMONK NY

International Classification:

H04M003/00
H04M005/00

US Classification:

379/265090

Abstract:

A method, system, and program for voice browsing while waiting in a hold queue are provided. Callers waiting in a hold queue are prompted to select a help subject for a call. A specified menu of browsable help information is output to the caller according to the help subject selected by the caller. Then, a web script is translated into audio output to the caller for a the caller's selection from the specified menu of browsable help information.