Methods and apparatus for bypassing holds

Patent metadata

Field	Value
Publication number	US-12407776-B2
Application number	US-202418745469-A
Country	US
Kind code	B2
Filing date	Jun 17, 2024
Priority date	Jun 28, 2018
Publication date	Sep 2, 2025
Grant date	Sep 2, 2025

Abstract

Automated monitoring of a voice communication session, when the session is in an on hold status, to determine when the session is no longer in the on hold status. When it is determined that the session is no longer in the on hold status, user interface output is rendered that indicates that the on hold status of the session has ceased. In some implementations, an audio stream of the session can be monitored to determine, based on processing of the audio stream, a candidate end of the on hold status. In response, a response solicitation signal is injected into an outgoing portion of the audio. The audio stream can be further monitored for a response (if any) to the response solicitation signal. The response (if any) can be processed to determine whether the end of the on hold status is an actual end of the on hold status.

First claim

What is claimed:

1. A method implemented by one or more processors, the method comprising:
prior to initiating a voice communication session:
identifying a phone number provided by a calling user at a client device;
determining whether the identified phone number is associated with an entity known to place calling users on hold;
generating a predicted hold time associated the entity known to place calling users on hold;
in response to determining that the identified phone number is associated with the entity known to place calling users on hold:
causing user interface output to be rendered by the client device indicating the predicted hold time associated with the entity known to place calling users on hold;

initiating the voice communication session;
subsequent to initiating the voice communication session:
detecting that the voice communication session is in an on hold status;
determining to send, from the client device, a response solicitation signal as input to an audio stream of the voice communication session; and
in response to determining a response to the response solicitation signal indicates an actual end of the on hold status, causing further user interface output to be rendered, wherein the further user interface output is perceptible by the calling user, indicates an end of the hold status, and includes audio output, vibration output, and/or visual output.

2. The method of claim 1 , further comprising:
prior to sending the response solicitation signal as input to the audio stream of the voice communication session:
determining a threshold value based on the predicted hold time; and

determining whether to send the response solicitation signal as input to the audio stream of the voice communication session based on determining whether a portion of the audio data stream satisfies the threshold value.

3. The method of claim 2 , further comprising:
in response to determining to send the response solicitation signal as input to the audio stream of the voice communication session:
monitoring the audio stream of the voice communication session for a response to the response solicitation signal; and
determining whether the response to the response solicitation signal indicates the actual end of the on hold status, where the actual end of the on hold status indicates that a human user is available to interact with the calling user in the voice communication session.

4. The method of claim 1 , wherein the client device is a mobile telephone.

5. The method of claim 1 , wherein detecting that the voice communication session is in the on hold status is based on the audio stream of the voice communication session.

6. The method of claim 1 , wherein generating the predicted hold time associated with the entity known to place calling users on hold comprises:
determining a typical hold time associated with the phone number; and
generating the predicted hold time based on the typical hold time.

7. The method of claim 1 , wherein initiating the voice communication session comprises identifying user interface input provided by the calling user, where the user interface input provided by the calling user is provided in response to the indication of the predicted hold time associated with the entity known to place calling users on hold.

8. A client device comprising:
one or more processors, and
memory configured to store instructions that, when executed by the one or more processors, cause the one or more processors to perform a method that includes:
prior to initiating a voice communication session:
identifying a phone number provided by a calling user at the client device;
determining whether the identified phone number is associated with an entity known to place calling users on hold;
generating a predicted hold time associated the entity known to place calling users on hold;
in response to determining that the identified phone number is associated with the entity known to place calling users on hold:
causing user interface output to be rendered by the client device indicating the predicted hold time associated with the entity known to place calling users on hold;

initiating the voice communication session;
subsequent to initiating the voice communication session:
detecting that the voice communication session is in an on hold status;
determining to send, from the client device, a response solicitation signal as input to an audio stream of the voice communication session; and
in response to determining a response to the response solicitation signal indicates an actual end of the on hold status, causing further user interface output to be rendered, wherein the further user interface output is perceptible by the calling user, indicates an end of the hold status, and

includes audio output, vibration output, and/or visual output.

9. The client device of claim 8 , wherein the instructions further include:
prior to sending the response solicitation signal as input to the audio stream of the voice communication session:
determining a threshold value based on the predicted hold time; and

determining whether to send the response solicitation signal as input to the audio stream of the voice communication session based on determining whether a portion of the audio data stream satisfies the threshold value.

10. The client device of claim 8 , wherein the instructions further include:
in response to determining to send the response solicitation signal as input to the audio stream of the voice communication session:
monitoring the audio stream of the voice communication session for a response to the response solicitation signal; and
determining whether the response to the response solicitation signal indicates the actual end of the on hold status, where the actual end of the on hold status indicates that a human user is available to interact with the calling user in the voice communication session.

11. The client device of claim 8 , wherein the client device is a mobile telephone.

12. The client device of claim 8 , wherein detecting that the voice communication session is in the on hold status is based on the audio stream of the voice communication session.

13. The client device of claim 8 , wherein generating the predicted hold time associated with the entity known to place calling users on hold comprises:
determining a typical hold time associated with the phone number; and
generating the predicted hold time based on the typical hold time.

14. The client device of claim 8 , wherein initiating the voice communication session comprises identifying user interface input provided by the calling user, where the user interface input provided by the calling user is provided in response to the indication of the predicted hold time associated with the entity known to place calling users on hold.

Assignees

• Google Llc

Inventors

• Xia Cassandra
• Cobo Rus Luis Carlos

Classifications

• H04M1/72436

  for text messaging, e.g. short messaging services [SMS] or e-mails · CPC title

• H04M2201/40

  using speech recognition · CPC title

• H04M3/4285

  Notifying, informing or entertaining a held party while on hold, e.g. Music On Hold · CPC title

• H04M1/82 Primary

  Line monitoring circuits for call progress or status discrimination {(for detecting caller identity H04M1/573)} · CPC title

• H04M1/18

  Telephone sets specially adapted for use in ships, mines, or other places exposed to adverse environment (H04M1/19 takes precedence) · CPC title