Abstract:
An answer on hold notification feature is provided. The answer on hold notification feature is activated when a call is waiting for servicing by a human agent. For example the feature may be activated when the call is placed on hold by the user of the first communication endpoint. By providing an answer on hold notification signal feature, a user can engage in a second call, or perform other tasks, without the risk of losing an opportunity to speak with a human agent as a result of attending to such other call or task.

Description:
FIELD 
     The present invention is related to providing an answer on hold notification. In particular, the present invention is related to notifying the user of a communication device that information is available on a communication channel that the user has placed on hold. 
     BACKGROUND 
     Telephony devices are a convenient means for providing information and product support to consumers. However, it is common for consumers seeking information or support to be placed on hold while their call is waiting in a queue to talk to a customer support representative. While on hold, a user of a telephony device may receive an incoming call on another line. As a result, a user of a communication device that supports call waiting and/or multiple lines is faced with the dilemma of answering the incoming call or letting it go to cover. If the incoming call is answered, the call that was placed on hold may be answered by a customer service representative while the user handles the incoming call. The customer service representative will presumably hang up if they do not receive a response from the user. 
     This scenario is illustrated in  FIG. 1 , which presents an example in which a user  100  has established a communication channel  104  with a customer service center  108 . As illustrated, upon establishing the communication channel  104 , the user  100  receives a response from an interactive voice response (IVR) system  112 . The IVR system  112  may provide an indication to the user  100  that the user&#39;s call is being placed on hold. 
     Meanwhile, a third party  116  may telephone the user  100 , establishing a second communication channel  120  between the communication device of the third party  116  and the communication device of the user  100 . In response to a ring or other indication that the third party  116  seeks to establish a second communication channel  120 , the user  100  may place the first call on hold  124  and answer the incoming call  128 . 
     After the user has answered the call from the third party, a customer service representative  132  associated with the service center  108  may provide a greeting  136  to the user  100  on the first communication channel  104  and seek to engage in communications with the user  100 . Because in the example scenario the user  100  has engaged the third party  116  on a second communication channel  120 , the customer service representative  132  will receive no response. Furthermore, the user  100  will receive no indication that the customer service representative  132  is now available. Receiving no response from the user  100 , the customer service representative  132  will disconnect  140  in order to handle a call from another user or to perform other tasks. 
     After the user  100  and third party  116  have completed their conversation and disconnected  144 , the user  100  may check on the status of the call placed to the customer service center  108 . Upon taking the first communication channel  104  off of hold  148 , user  100  will discover that the customer service center  108  has disconnected. Accordingly, the user  100  must place another call to the customer service center  108  and presumably start from the back of the queue of users waiting for a customer service representative  132 . 
     In order to address potentially long wait times, customer relationship management (CRM) systems have been developed that allow the user to enter their telephone number, so that the CRM system can call the user back when a customer service representative is available. However, this feature is not widely supported. In addition, it requires the service organization to incur the cost of a callback service. 
     A user can also address the situation by conferencing an incoming call into the original call to the customer service center. However, this can be distracting, as CRM systems often play music or announcements to callers placed on hold, which would interfere with a conversation between the user and the third party. In addition, the user may not want information that may be provided from the customer service center to be heard by the third party caller. 
     Although a user can monitor the communication channel through a speaker phone to determine whether a customer service representative is available, this merely allows the user to put the handset down. However, it does not provide any notification of the availability of a customer service representative if the user has answered an incoming call while a call to the CRM system is on hold. Also, monitoring a call requires that the user listen closely enough to determine whether a customer service representative has answered the call. 
     SUMMARY 
     The present invention is directed to solving these and other problems and disadvantages of the prior art. In accordance with embodiments of the present invention, a notification of an answer or other indication of the availability of a customer service representative or other party on a communication channel that was previously placed on hold is provided. Furthermore, such notification can, in accordance with embodiments of the present invention, be provided while a user is engaged in a conversation on a second communication channel. Still other embodiments of the present invention provide notification of a communication channel being answered or being taken off hold, without requiring the user waiting for service to personally monitor the audio feed on that communication channel. Instead, notification may be provided through a signal that is separate from the information comprising the audio feed. 
     In accordance with embodiments of the present invention, an answer on hold signal comprises a visible or audible signal generated in response to information received over a communication channel. Such information may comprise a human voice that is detected by a voice activity detector. 
     Additional features and advantages of embodiments of the present invention will become more readily apparent from the following description, particularly when taken together with the accompanying drawings. 
    
    
     
       BRIEF DESCRIPTION OF THE DRAWINGS 
         FIG. 1 . depicts a scenario according to the prior art in which a call placed on hold is answered while another call is in progress; 
         FIG. 2  is a block diagram depicting a communication system with answer on hold features in accordance with embodiments of the present invention; 
         FIG. 3  depicts a telephony device in accordance with embodiments of the present invention; 
         FIG. 4  is a block diagram depicting components of a telephony device in accordance with embodiments of the present invention; 
         FIG. 5  is a flow chart illustrating aspects of the operation of an answer on hold notification feature in accordance with embodiments of the present invention; and 
         FIG. 6  depicts a scenario in which an answer on hold notification is provided in accordance of embodiments of the present invention. 
     
    
    
     DETAILED DESCRIPTION 
     The present invention is generally directed to providing an answer on hold notification. In particular, notification that a party on a first communication channel is available for communication with a user is provided while that communication channel is on hold. Furthermore, an answer on hold notification can be provided to the user while the user is engaged in another call. 
     With reference now to  FIG. 2 , a communication system  200  in accordance with embodiments of the present invention is illustrated. In general, the communication system  200  includes an enhanced communication endpoint  202  having an answer on hold notification feature as described herein and a number of communication endpoints  204   a - b . A communication network  208  allows the various communication endpoints  202 ,  204  to be interconnected to one another. Accordingly, a communication network  208  provides a means for providing a communication channel between communication endpoints  202 ,  204 . In accordance with embodiments of the present invention, a communication endpoint  202 ,  204  comprises any device capable of supporting real time communications. Accordingly, examples of communication endpoints  202 ,  204  or means for communicating include telephones, IP telephones, cellular telephones, and computer devices, such as personal computers or personal digital assistants (PDA) capable of providing telephony functions. Other particular examples of communication endpoints  202 ,  204  include customer relationship management (CRM) systems that may be associated with a number of customer service agent stations and that may incorporate or further be associated with interactive voice response (IVR) systems. The communication network  208  may comprise the public switched telephony network (PSTN), an Internet protocol (IP) network, or other wire line or wireless communication network. In addition, it should be appreciated that the communication network  208  may comprise a combination of a number of networks, including networks of different types. With reference now to  FIG. 3 , an enhanced communication endpoint  202  in accordance of embodiments of the present invention is illustrated. In particular, a communication endpoint  202  comprising a voice telephone is illustrated. The exemplary enhanced communication endpoint  202  generally includes a handset  304  that incorporates a speaker  308  and a microphone  312 . In addition, a speaker  316  and a microphone  320  may be provided for hands-free (i.e. speaker phone operation). An enhanced communication endpoint  202  may additionally comprise a headset jack  324  for enabling hands-free operation in connection with the use of a headset. An answer on hold notification audio-transducer  326  may also be provided to signal to a user that a human voice or some other audible activity has been detected on a line that a user of the enhanced communication endpoint  202  has placed on hold. 
     The enhanced communication endpoint  202  may also provide a numeric keypad  328 , soft keys  332  and line/feature buttons  336 . In general, the soft keys  332  and line/feature buttons  336  are used in connection with application-specific features and can have variable functions, generally indicated by a label presented by a visual display  340 . The enhanced communication endpoint  202  may also provide dedicated feature buttons, including a hold feature button  344 , that allows another communication endpoint  204  to be placed on hold. As used herein, when a first enhanced communication endpoint  202  places a second communication endpoint  204   a  on hold, a communication channel or line comprising a call between the first enhanced communication endpoint  202  and the second communication endpoint  204   a  remains active, but the exchange of audio information between the communication endpoints  202  and  204   a  is at least partially disabled, to allow the user of the first enhanced communication endpoint  202  to handle another call through that communication endpoint  202 . Accordingly, a hold feature comprises a means for disabling delivery of output to a user. Another dedicated feature button that may be provided in accordance with embodiments of the present invention is an answer on hold notification feature selection button  348 , to activate an answer on hold notification feature as described herein. Furthermore, features may be made accessible to a user through soft keys  332  and/or line/feature buttons  336 , as well as through the dedicated feature buttons. 
     The display  140 , in an exemplary embodiment, comprises a liquid crystal or other type of visual display capable of presenting messages and information to a user. Such information may include information related to the status of the enhanced communication endpoint  202  and labels associated with the soft keys  332  and line/feature keys  336 . In accordance with embodiments of the present invention in which the enhanced communication endpoint  202  comprises a video telephone, the display  340  may also operate to display images from one or more communications endpoints  204  with which the enhanced communication endpoint  202  is engaged in a video call. 
     The enhanced communication endpoint  202  may additionally include various visual indicators. Such indicators may include a hold feature selection light or lamp  352  that may light while a hold feature has been selected in order to place another communication endpoint  204  on hold. As can be appreciated by one of a skill in the art, a hold feature selection may also be indicated by a hold message displayed in the display  340 . In addition, a hold feature selection lamp  352  or message in the display  340  may be associated with an indication of the line or lines that have been placed on hold by the user of the enhanced communication endpoint  202 . An answer on hold notification feature lamp  356  may also be provided to indicate that an answer on hold notification feature as described herein has been selected. An answer on hold notification or signal lamp  360  may also be provided. The answer on hold signal lamp  360  may illuminate to notify the user of the enhanced communication endpoint  202  that there is activity, such as a human voice on a communication channel between the enhanced communication endpoint  202  and another communication endpoint  204  that has been placed on hold by the user of the enhanced communication endpoint  202 . As used herein, a light or lamp is not limited to any particular technology for providing a visual output. Furthermore, a light or lamp may light steadily and/or may be pulsed or flashed. Accordingly, examples of lights or lamps include light emitting diodes (LEDs) and incandescent lamps. 
     With reference now to  FIG. 4 , components that may be included as part of an enhanced communication endpoint  202  are depicted in block diagram form. Such components may include one or more audible user inputs  404 , such as the handset microphone  312 , speaker phone microphone  120 , or microphone provided as part of a headset. One or more audible user outputs  408  may also be provided. Examples of audible user outputs  208  include the handset speaker  308 , speaker phone speaker  316 , and a speaker provided as part of a headset. Additional examples of audible user outputs  408  include any additional audio transducers that may be provided, for example in connection with an audible ringer for indicating an incoming call, audible transducers for confirming feature selections, or in audio transducer  326  providing an audible answer on hold notification signal. As can be appreciated by one of skill in the art from the description provided herein, an audible user output  408  may provide more than one function. As an illustrative example, the speaker phone speaker  316  may, in addition to providing output comprising a voice signal from another endpoint  204 , provide a ringer function to indicate an incoming call, and/or provide an audible output comprising an answer on hold notification. Accordingly, a dedicated answer on hold notification audio transducer  326  need not be included in order to provide an audible answer on hold notification signal to a user of an enhanced communication endpoint  202 . One or more manual user inputs  410  may be included as part of the enhanced communication endpoint  202  for receiving input from a user. Examples of manual user inputs  410  include keys or buttons provided as part of a numeric keypad  328 , as soft keys  332 , as line/feature buttons  336 , as a hold feature selection button  344 , or as an answer on hold notification feature selection button  348 . Furthermore, manual user input  410  may enable a user to perform various functions, such as activating or deactivating a hold feature by pressing a hold button  344  or another user input such as a soft key  332  or line/feature button  336  operating as a hold feature button. An enhanced communication endpoint  202  may also include one or more visual user outputs  412 . Such visual user outputs  412  may include visual output provided by a display  340  and/or by indicator lamps such as lamp  352  and  360 . Another example of a visual user output  412  is an answer on hold notification lamp  360 . As can be appreciated by one in skill in the art from the description provided herein, a visual user output  412  may be used in connection with more than one function. For example, a visual answer on hold notification may be provided by a textual message provided by a display  340  or by flashing an indicator lamp (e.g. lamp  348 ) that is also used for another purpose. That is, a dedicated answer on hold notification lamp  360  need not be included in order to provide a visual answer on hold notification to a user. 
     A processor  416  may be provided to run programming code implementing various functions performed by the enhanced communication endpoint  202 , including functions associated with providing an answer on hold notification to a user. In accordance with embodiments of the present invention, such functions may additionally include performing voice activity detection in connection with the answer on hold notification function. The processor  416  may include any general purpose programmable processor or controller for executing application or operating system programming or instructions. Alternatively, the processor  416  may comprise a specially-configured application specific integrated circuit (ASIC). Memory  420  may also be provided for use in connection with the execution of the programming by the processor  416 , and for the temporary or long-term storage of data or program instructions. Memory  420  or may comprise solid state memory  420  may comprise solid state memory such as DRAM or SDRAM. Where the processor  416  comprises a controller, the memory  420  may be integral to the processor  416 . 
     A communication network interface  424  interconnects the enhanced communication endpoint  202  to a communication network  208 . For example, where the enhanced communication endpoint  202  comprises a conventional telephone, the communication network interface  424  may comprise a tip-ring interface. As another example, where the enhanced communication endpoint  202  comprises an IP telephone, implemented either as a standalone device or as a soft phone function provided in connection with a general purpose computer, the communication network interface  424  may comprise an Ethernet interface. 
     Data storage  428  may be provided for storing programming or data. For example, the data storage  428  may store operating system instructions  432 . Applications that may be stored in data storage  428  include an answer on hold notification application  436 , a voice activity detection application  440 , and telephony function applications  444 . The data storage  428  may comprise a magnetic storage device, a solid state storage device, an optical storage device, a logic circuit, or any combination of such devices. It should further be appreciated that the programs or data that may be maintained in the data storage  428  can comprise software, firmware or hardwired logic, depending on the characteristics of the data storage  428 . In addition, various functions and applications may be integrated with one another and/or provided separately. 
     With reference now to  FIG. 5 , aspects of the operation of an enhanced communication endpoint  202  capable of providing an answer on hold notification feature in accordance with embodiments of the present invention are illustrated. Initially, at step  500 , a user of a first enhanced communication endpoint  202  is on a first call with a second communication endpoint,  204   a . The first call between the first enhanced communication endpoint  202  and second communication endpoint  204   a  may comprise a first communication channel established over the communication network  208 . 
     The first call is then placed on hold by the second communication endpoint  204   a  (step  504 ). As can be appreciated by one of skill in the art, placing the first call on hold by the second communication endpoint  204   a  may comprise providing the user of the first enhanced communication endpoint  202  with prerecorded announcements or music. Furthermore, the user of the first enhanced communication endpoint  202  may be placed on hold by the operation of a customer relationship management (CRM) or interactive voice response (IVR) system, without requiring action by a human at the second communication endpoint  204   a . Accordingly, placing the first call on hold may comprise answering a call placed by the user of the first enhanced communication endpoint  202  and requiring that the user of the first communication endpoint  202  wait in a queue before they can receive a response from a live customer agent or other person associated with second communication endpoint  204   a . Placing the first call on hold may also include a user of the second communication endpoint  204   a  activating a hold feature. In accordance with still other embodiments of the present invention, placing the first call on hold may include a user of the second communication endpoint  204   a  maintaining the connection with the enhanced communication endpoint  202  but without activating a hold feature or placing the first call in a queue. For example, placing the first call on hold may include a user at the second communication endpoint  204   a  placing the receiver down to do something else with the intent of returning to the call. 
     The user of the first enhanced communication endpoint  202  then places the first call on hold (step  508 ). A determination may then be made as to whether the other party (i.e. the second communication endpoint  204   a ) has taken the first call off hold, out of queue or whether an agent has otherwise joined the call (step  512 ). This determination can be made in various ways. For example, a signal indicating that an answer on hold notification signal should be generated may be provided to the first enhanced communication endpoint  202  by the second communication endpoint  204   a  when a live person has joined or is available for the first call. A signal from the second communication endpoint indicating that an answer on hold notification signal should be generated may be an in-band signal, for example, a particular dual tone multiple frequency (DTMF) tone or series of tones, or may be an out-of-band signal. Furthermore, such a signal may be generated manually or automatically by operation of the second communication endpoint  204   a . As an example of manual generation, an agent associated with the second communication endpoint  204   a  may press a key or series of keys or voice a predetermined phrase to indicate that they have joined the first call. The action taken by the agent can be made in response to audible instructions played by the first enhanced communication endpoint  202  to the second communication endpoint  204   a  while the user of the enhanced communication endpoint  202  has an answer on hold notification feature selected or enabled. As an example of automatic generation, the second communication endpoint  204   a  may, in response to detecting that an agent has joined the first call, send an indicated tone or other signal without requiring separate action by the agent. 
     The determination as to whether an agent is available at the second communication endpoint  204   a  and has joined the call may also be made by detecting a voice signal on the first call from the second communication endpoint  204   a . Such detection may be performed by the operation of a voice activity detection application  440  running on or in association with the enhanced communication endpoint  202 . Such detection may also be performed by providing the user of the first enhanced communication endpoint  202  with the audio signal or a signal derived from the audio signal that is provided by the second communication endpoint  204   a , to allow the user to determine whether the user should take the first call off of hold. In accordance with embodiments of the present invention, the audio signal can be provided to the user of the first enhanced communication endpoint  202  as an attenuated audible signal and as a signal that is not made available to any other communication device  204  with which the first enhanced communication endpoint  202  may be engaged in a second call. In accordance with other embodiments of the present invention, a signal derived from the audible signal, such as a level meter indicating the amount of sound energy detected from the second communication endpoint  204   a , and/or a characterization of the type of audible signal being received from the second communication endpoint  204   a  may be provided. In response to determining that the call has been taken off hold or out of queue by the second communication endpoint  204   a , the user of the first enhanced communication endpoint  202  is notified that the first call has been answered by an answer on hold notification signal (step  516 ). If it is determined at step  512  that the party at the second communication endpoint  204   a  has not taken the first call off hold, the process may idle at step  512  until the call is answered or until the call is terminated. 
     Notification to the user of the first enhanced communication endpoint  202  that the first call has been answered by a human agent or otherwise requires a response can be provided in various ways. For instance, a message may be displayed in the display  340  of the first enhanced communication endpoint  202 . Further, such a message may include an indication of the type of signal detected on the first call as being received from the second communication device  204   a . As an alternative or in addition, an answer on hold notification lamp  356  may be illuminated. In addition or as an alternative to such visual indicators, an audible signal may be provided to the user of the first enhanced communication endpoint  202 , to indicate that a human agent or other person is available at the second communication endpoint  204   a . Such an audible communication may be provided through an audible user output  308 , such as the handset speaker  308 , speaker phone speaker  316 , a speaker provided as part of a headset, or through an audio answer on hold notification device  326 . Accordingly, a means for notifying a user that output is available to a user on a call that the user placed on hold may provide visual and/or audible output to its user. 
     In accordance with embodiments of the present invention, notification that the first call has been answered at the second communication endpoint  204   a  may be provided in the form of a self-initiated whisper page. According to such embodiments, the user of the first enhanced communication endpoint  202  is provided with an audio feed from the first call, while the first enhanced communication endpoint  202  is engaged in a second call with a third communication endpoint  204   b . This feature is different from a conference call feature, in that the audio feed from the second communication endpoint  204   a  is not provided to the third communication endpoint  204   b . In accordance with further embodiments of the present invention, the audio feed from the first call may be provided to the user of the first enhanced communication endpoint  202  as an attenuated audio stream, or as a single channel of a stereo audible user output  408 . Accordingly, such embodiments allow the user of the first enhanced communication device  202  to monitor audible information provided from the second communication endpoint  204   a  while the user of the first enhanced communication endpoint  202  is engaged in a second call, to determine when the first call has been answered by a human agent or otherwise requires input from the user of the first enhanced communication endpoint  202 . 
     In accordance with further embodiments of the present invention, a level meter may be provided as part of the first enhanced communication endpoint  202 . The level meter may provide a visual indication of the amplitude of an audible signal from the second communication endpoint  204   a . According to such embodiments, a spike or other change in the level of the audio input may be taken as an indication that a human agent may have answered the first call, and may therefore serve as a prompt or notification to the user of the first enhanced communication endpoint  202  to check on the status of the first call, or the level may be used to trigger a notification signal if it exceeds a predetermined amount. A level meter may also be presented using any audible user output  412  associated with the enhanced communication endpoint  202 . 
     In accordance with still other embodiments of the present invention, the first enhanced communication endpoint  202  may provide a message that a human agent joining the first call at the second communication endpoint  204   a  should hit a digit, thereby producing a DTMF tone, to gain the attention of the user of the first enhanced communication endpoint  202 . Such a message may be an audible message that is generated continuously, or that is provided in response to the detection of a live voice or other indication that a human agent has joined the first call at the second communication endpoint  204   a , while the answer on hold notification feature is selected or enabled. Upon receiving the indicated signal at the first enhanced communication endpoint  202 , the first enhanced communication endpoint  202  may generate a notification signal that is provided to the user of the first enhanced communication endpoint  202 . 
     As part of a signal notifying the user of a first enhanced communication endpoint  202  that a first call has been answered, an indication of the type of sound being heard on the first call may be provided on the display screen  340  of the enhanced communication endpoint  202 . For example, letters indicating the type of sound may be scrolled across the display screen  340 . As an illustrative example, “S” may indicate silence, “M” may indicate music, “V” may indicate voice, “D” may indicate dial tone, “R” may indicate ring-back, and digits, star or pound may indicate DTMF tones. Accordingly, such embodiments allow the user of an enhanced communication endpoint  202  to visually monitor the status of a first call while that call is on hold. 
     Although certain examples provided herein have discussed providing notification that a first call that has been placed on hold by a user of a first enhanced communication endpoint  202  has been answered while the user of the enhanced communication endpoint  202  is on a second call, embodiments of the present invention may also be used in a single call scenario. For example, rather than having to monitor a call manually, the user may place the call on hold. When the call has been answered, an answer on hold notification signal is provided to the user. 
     With reference now to  FIG. 6 , an example scenario of the use of an answer on hold notification feature in accordance with embodiments of the present invention is provided. Initially, the user of the first enhanced communication endpoint  202  places a call  604  that is directed to a second communication endpoint  204   a . As shown in  FIG. 6 , the second communication endpoint  204   a  may comprise an interactive voice response system  608  and a customer service representative (CSR) communication device  612 . The call  604  from the first enhanced communication endpoint  202  is answered by the interactive voice response (IVR) system  608  of the second communication endpoint  204   a . The response from the IVR system  608  indicates that the user of the first enhanced communication endpoint  202  will need to wait for a live customer service representative. After the first call  604  has been answered by the second communication endpoint  204   a , the first enhanced communication endpoint  202  receives a second call  616  from a third communication endpoint  204   b . After receiving an indication of the incoming second call  616 , the user of the first enhanced communication endpoint  202  places the first call  604  on hold  624 , and answers the second call  628 . After the user of the first enhanced communication endpoint  202  has answered the second call  628 , a customer service representative at the second communication endpoint  204   a  answers the first call  632 . The answer on hold notification feature then operates to generate a notification signal  636  indicating that a customer service representative is available to service the first call  604 . In response to the notification signal  636 , the user of the first enhanced communication endpoint  202  may wrap up and disconnect from the second call  644  or suspend the second call  640  by placing the second call on hold. The user of the first enhanced communication endpoint  202  may then take the first call off hold  648  and engage in live communication with the customer service representative at the second communication endpoint  204   a.    
     Although certain examples included in the description have described scenarios including a first enhanced communication endpoint  202  in connection with conventional second and/or third communication endpoints  204 , it should be appreciated that such second and third communication endpoints may comprise additional enhanced communication endpoints  202  (i.e. communication endpoints having an answer on hold notification feature). Furthermore, it should be appreciated that an answer on hold notification feature may be incorporated into an enhanced communication endpoint that is associated with CRM and/or IVR features or systems. 
     The foregoing discussion of the invention has been presented for purposes of illustration and description. Further, the description is not intended to limit the invention to the form disclosed herein. Consequently, variations and modifications commensurate with the above teachings, within the skill and knowledge of the relevant art, are within the scope of the present invention. The embodiments described hereinabove are further intended to explain the best mode presently known of practicing the invention and to enable others skilled in the art to utilize the invention in such or in other embodiments and with the various modifications required by their particular application or use of the invention. It is intended that the appended claims be construed to include alternative embodiments to the extent permitted by the prior art.