Patent ID: 11968326
Assignee: MICRO MACRO ASSETS, LLC
Field: Telecommunications (Electrical engineering)
Classification: CPC H | IPC H

Claim 19:
20. The method of claim 11, wherein the method is used by the agent and a third party call participant, the method further comprising the steps of:
providing a request participation notification that the third party call participant has requested to participate in the call between the customer and agent;
receiving the request participation notification that the third party call participant has requested to participate in the call between the agent and the customer; and
providing a participate notification that enables the third party call participant to participate in the call between the agent and the customer,
wherein the third party call participant is connected to the call between the agent and the customer in one or more modes, wherein at least one of the modes is selected from the group consisting of a listen only mode, a listen and talk mode, and a whisper mode, wherein the listen only mode enables the third party call participant to only listen to both the agent and the customer, wherein in the listen only mode the third party call participant may participate in the call with or without knowledge of the agent or the customer, wherein the listen and talk mode enables the third party call participant to listen as well as talk to both the agent and the customer, wherein in the listen and talk mode the third party call participant, agent, and the customer all or some may have knowledge of presence of others in the call, and wherein the whisper mode enables the third party call participant to listen to both the agent and the customer, but talk to only the agent, wherein in the whisper mode the third party call participant may participate in the call without knowledge of the customer.