(75) Inventors; Martin CZACHOR, JR (52) US Cl / Newtown Square, PA (U S); Kevin CZACHOR, West Chester, PA (57) ABSTRACT

Transcription

1 US A1 (19) United States (12) Patent Appication Pubication (10) Pub. No.: US 2012/ A1 CZACHOR, JR. et a. (43) Pub. Date: (54) SYSTEM AND METHOD FOR PROVDNG Pubication Cassi?cation ENHANCED ANSWERNG SERVCES N A (51) nt C TME-SENSTVE MANNER H04M 3/42 ( ) (75) nventors; Martin CZACHOR, JR (52) US C / Newtown Square, PA (U S); Kevin CZACHOR, West Chester, PA (57) ABSTRACT (Us); Norman FRANKE Garnet A computing system of an answering service answers an V a 11 ey PA ( US ) incoming ca from a caing party on behaf of a caed party, (73) _ and aows an agent to converse with the caing party. Contact Assgnee' ASD NC" Meda PA (Us) with the caed party is estabished whie the incoming ca (21) _ from the caing party is sti in progress, and a signa is App' NO" 12/ received from the caed party for the caed party to monitor (22). _ the incoming ca without joining in. Upon detecting a dis Fed' Jan' connection of the monitored incoming ca between the agent.. Reated U's' Apphcaton Data and the caing party, the caed party is noti?ed that the incoming ca has ended and the agent and the caed party are (63) Continuation-in-part of appication No, 12/851,785, aowed to converse with each other over the caed party ca?ed on Aug. 6, regarding the incoming ca from the caing party. ANSWERNG SERVCE m COMPUTNG SYSTEM E CLENT Q A FRST TELEPHONE CONNECTON E DATABASE E DSPLAY Q - PROF. H SCRPT E FOR PROF. H - SCRPT E - QUESTON ANSWER - CLENT Q - QUESTON ANSWER ANSWERS [OTHER] ACTUATON DEVCE Q - CLENT Q BUTTONS ANSWERS - - CALL-OUT / -BACK CALL - - [OTHER - MUTE - - HOLD DECEASED CALL - [OTHER] - COUPLE CALL - DSCONNECT -- SECOND TELEPHONE CONNECTON 2 DATA CONNECTON & FUNERAL -> < PROFESSONAL H

2 Patent Appication Pubication Sheet 1 0f 8 US 2012/ A1 : REMOVABLE STORAGE / 104 m : SYSTEM MEMORY NON-REMOVABLE STORAGE m PROCESSNG OUTPUT DEV CE(S) : VOLATLE UNT m m NON-VOLATLE NPUT DEVCE(S) m COMMUNCATON CONNECTON(S) m COMPUTNG DEVCE 100 COMPUTNG DEVCE 100 NETWORK m Fig. 1

3 Patent Appication Pubication Sheet 2 0f 8 US 2012/ A1 CLENT Q "> up FUNERAL PROFESSONAL M CLENT Q "> H FUNERAL PRoFESSoNAL M CLENT Q '''' " ANSWERNG SERVCE m» FUNERAL PROFESSONAL M > r "" "> Fig. 2

4 Patent Appication Pubication Sheet 3 0f 8 US 2012/ A1 ANSWERNG SERVCE E COMPUTNG SYSTEM E CLENT Q A FRST TELEPHONE CONNECTON E DATABASE E DSPLAY E - PROF. M SCRPT E FOR PROF. H - - SCRPT E - QUESTON /ANSWER - - CLENT Q - QUESTON /ANSWER -- -ANSWERS [OTHER] ACTUATON DEVCE Q - - CLENT Q - BUTTONS ANSWERS - CALL-OUT / BACK CALL [OTHER - - MUTE HOLD DECEASED CALL - - [OTHER] - - COUPLE CALL - - DSCONNECT -- SECOND TELEPHONE CONNECTON 2 A DATA CONNECTON g A FUNERAL > < PROFESSONAL M Fig. 3

5 Patent Appication Pubication Sheet 4 0f 8 US 2012/ A1 RECEVE [DECEASED] CALL FROM CLENT 12 ON FRST TELEPHONE CONNECTON DENTFY FUNERAL PROFESSONAL 14 FROM RECEVED CALL 403 OBTAN AND RUN CORRESPONDNG SCRPT RECEVE ACTUATON OF ACTUATON DEVCE 30 [BUTTON ON DSPLAY 20] RE: CALLNG CLENT 12 S NTALLY CALLNG REGARDNG DECEASED COMMENCE CONTACTNG FUNERAL PROFESSONAL NTATE CONTACT WTH FUNERAL PROFESSONAL 14 WHLE DECEASED CALL S N PROGRESS 411 AUTOMATCALLY CALL T 5SLEEgOH gesll JE g3 % N CONNECTON AUTOMATCALLY SEND ELECTRONC MESSAGE ON DATA CONNECTON Fig. 4

6 Patent Appication Pubication Sheet 5 0f 8 US 2012/ A1 SENT MESSAGE - SOME /ALL NFO GATHERED FROM CALLNG CLENT 12 ACCORDNG TO SCRPT V SENT MESSAGE - MESSAGE HEADER RE: DECEASED CALL N PROGRESS, ETC. 503 SENT MESSAGE - CALL-BACK TEL. NO. / CALL DENTFER 505 V RECEVE CALL-BACK CALL FROM FUNERAL PROFESSONAL 14 ON SECOND TELEPHONE CONNECTON RECEVE OPTON FROM FUNERAL PROFESSONAL 14 TO JON N 509 V DECEASED CALL AND CALL-BACK CALL - - > COUPLED CALL 511 PLACE CALL-BACK CALL N MUTE MODE 513 V NOTFY AGENT THAT CALL-BACK CALL S N PROGRESS 515 PLACE DECEASED CALL ON HOLD WHEN APPROP. (AGENT) 517 V REMOVE MUTE MODE FROM CALL-BACK CALL (AGENT) 519 AGENT CONSULTS WTH FUNERAL PROFESSOAL V REMOVE HOLD ON DECEASED CALL (AGENT), CLENT 12, FUNERAL PROFESSONAL 14 SPEAK DRECTLY ON COUPLED CALL 523 Fig. 5

7 Patent Appication Pubication Sheet 6 0f 8 US 2012/ A1 CALL-OUT CALL W/ SOME /ALL NFO GATHERED FROM CALLNG CLENT 12 ACCORDNG TO SCRPT RECEVE OPTON FROM FUNERAL PROFESSONAL 14 TO JON N 603 DECEASED CALL AND CALL-OUT CALL - - > COUPLED CALL 605 PLACE CALL-OUT CALL N MUTE MODE 607 NOTFY AGENT THAT CALL-OUT CALL S N PROGRESS 609 PLACE DECEASED CALL ON HOLD WHEN APPROP. (AGENT) 611 REMOVE MUTE MODE FROM CALL-OUT CALL (AGENT) 613 AGENT CONSULTS WTH FUNERAL PROFESSOAL REMOVE HOLD ON DECEASED CALL (AGENT), CLENT 12, FUNERAL PROFESSONAL 14 SPEAK DRECTLY ON COUPLED CALL 617 Fig. 6

8 Patent Appication Pubication Sheet 7 0f 8 US 2012/ A1 EFFECTUATE PROFESSONAL CALL W/ FUNERAL PROFESSONAL RECEVE OPTON FROM FUNERAL PROFESSONAL 14 TO MONTOR ONLY 703 DECEASED CALL AND PROFESSONAL CALL - - > COUPLED CALL 705 PLACE PROFESSONAL CALL N MUTE MODE 707 DETECT END OF DECEASED CALL BETWEEN AGENT AND CALLNG CLENT NOTFY FUNERAL PROFESSONAL 14 THAT DECEASED CALL HAS ENDED 711 NOTFY AGENT THAT FUNERAL PROFESSONAL 14 WSHES TO SPEAK TO AGENT 713 REMOVE MUTE MODE FROM PROFESSONAL CALL 715 ALLOW AGENT, FUNERAL PROFESSONAL TO CONVERSE 717 Fig. 7

9 Patent Appication Pubication Sheet 8 0f 8 US 2012/ A1 DETECT END OF DECEASED CALL BETWEEN AGENT AND CALLNG CLENT DETERMNE THAT FUNERAL PROFESSONAL WAS JONNG N BUT JONNG-N NOT COMLETED 803 NOTFY FUNERAL PROFESSONAL 14 THAT DECEASED CALL HAS ENDED 805 NOTFY AGENT THAT FUNERAL PROFESSONAL 14 WSHES TO SPEAK TO AGENT 807 REMOVE MUTE MODE FROM PROFESSONAL CALL 809 ALLOW AGENT, FUNERAL PROFESSONAL TO CONVERSE 811 Fig. 8

10 US 2012/ A1 SYSTEM AND METHOD FOR PROVDNG ENHANCED ANSWERNG SERVCES N A TME-SENSTVE MANNER CROSS-REFERENCE TO RELATED APPLCATON [0001] The present appication is a continuation-in-part of US. patent appication Ser. No. 12/851,785,?ed on Aug. 6, 2010, and entited System and Method for Providing Enhanced Answering Services in a Time-Sensitive Manner, hereby incorporated by reference in its entirety. FELD [0002] The present discosure reates to a business organi Zation or the ike that provides answering services, such as answering services for professionas such as doctors, aw yers, funera directors, servicing representatives, and the ike. More particuary, the present discosure reates to such a business organization that provides such answering services in an especiay time-sensitive manner. Accordingy, a cient or the ike caing a professiona With an urgent matter is paced into contact With the professiona by the business organization/answering service as soon as possibe. BACKGROUND [0003] n many business- or professiona-reated situations or the ike, an age-od and recurring probem is effectuating contact between a professiona or the ike and a cient or the ike caing or otherwise attempting to contact the profes siona. Perhaps ideay, the cient Woud pace a teephone ca or the ike to the professiona, the professiona Woud answer the paced teephone ca instantaneousy if not Within a mat ter of moments, the desired contact Woud thus be estabished, and the caer and professiona coud communicate regarding some matter of interest. Notaby, however, mo st professionas are not aways avaiabe to answer a cas instantaneousy or even momentariy. For exampe, the professiona simpy may not Want to answer cas, such as for exampe if on a vacation or at a famiy event, among other things, or the professiona may be otherwise occupied by professiona matters. [0004] With regard to the atter case in particuar, it may be that a doctor may be occupied by a medica matter and unavaiabe, or a awyer may be in a ega conference from Which she or he is not to be disturbed. LikeWise, a funera director may be attending to a?rst cient Whie a second cient is caing. n such a particuar situation as We as others, it shoud be noted that not ony is the funera director otherwise occupied by the?rst cient, but the nature of the funera business is such that it Woud be considered to be particuary insensitive if not rude to answer the ca from the second cient Whie sti attending to the?rst cient. [0005] Generay, it is to be recognized that a professiona or the ike may not aways be immediatey avaiabe to answer a ca from a cient, be it to a andine teephone ine or a mobie teephone ine or to such other communications device Which may be avaiabe. As shoud be appreciated, such a situation can exist even When the cient is caing regarding an urgent matter, such as a ife-threatening matter or a matter that otherwise shoud be given immediate atten tion. Accordingy, it is known that such a professiona may empoy a business organization that provides answering ser vices or the ike (hereinafter, an answering service ) to answer cas from cients When the professiona is not imme diatey avaiabe. [0006] As shoud be understood, a ca to the professiona is forwarded therefrom to the answering service by appropriate means When the professiona is not avaiabe to answer such ca or the ike, and the answering service may perform a range of answering duties on behaf of the professiona. For exampe, upon answering the ca on behaf of the profes siona, the answering service may et the caer know When the professiona is schedued to be avaiabe, or may coect information so that the professiona can return the ca at an opportune time. LikeWise, the answering service may per form an assessment regarding the nature of the ca and based thereon may perform a range of actions. Thus, the answering service may determine that a reativey more serious matter requires more immediate action from the professiona, in Which case the answering service may attempt to contact the professiona as soon as possibe by appropriate means. Cor respondingy, the answering service may determine that a reativey ess serious matter requires ess immediate action from the professiona, in Which case the answering service may ony create a message for the professiona to be coected thereby at a ater time. [0007] t is to be understood that in at east some profes siona situations, an answering service acts not ony to answer cas on behaf of a professiona, but aso acts as What ikey is the?rst contact a caer encounters regarding a caed profes siona. Thus, the answering service may in fact be the initia pubic face of the professiona to the caer, and if so may act to form the?rst impression by the caer of the professiona. Put another Way, if an initiay caing caer is treated We by the answering service, and is otherwise made to fee comfort abe and impressed by the answering service, such an initiay caing caer is more ikey to continue With further efforts to contact the professiona and empoy the goods and/or ser vices of the professiona. Conversey, if an initiay caing caer is treated poory by the answering service, or is other Wise made to fee uncomfortabe or unimpressed by the answering service, such an initiay caing caer may forego further efforts to contact the professiona, and instead may ca another professiona. [0008] The aforementioned funera business or the ike is especiay reevant to such situation, in that a caer initiay caing a funera director or the ike probaby or even ikey has never previousy contacted that funera director, or any other funera director for that matter, at east on a professiona basis. Moreover, such caer may have just suffered a oss of a reative or friend and aso may be in an especiay precarious frame of mind. Thus, and again, if the initiay caing caer is answered by an answering service on behaf of the funera director, the answering service must take specia care to treat the caer With dignity, caring, and compassion, as is?tting and proper. Aso, it is to be considered that the ca from the caer to the funera director if propery handed ikey Wi resut in a reativey arge monetary fee to the funera director for funera-reated goods and services. Thus, the answering service must take specia care to ensure that the caer is not dissuaded or otherwise given reason to seek such funera reated goods and service esewhere.

11 US 2012/ A1 [0009] Particuary with regard to funera directors and the specia needs thereof as outined above, funera answering services and the ike have been deveoped to focus on and address same. Moreover, it shoud be understood that such funera answering services are empoyed not ony by funera directors, but aso by other funera professionas that require simiar heightened eves of dignity, caring, and compassion in their answering service needs. Such other funera profes sionas may for exampe incude funera homes, cremation services, crematory faciities, cemetery and memoria parks, casket and cof?n companies, ivery services, trade embam ers, funera transport services, coroners, monument compa nies, buria vaut companies, grief and bereavement counse ors, body and tissue donation services, pet cremation, buria and cemetery services, and the ike. [0010] Typicay, upon a funera business engaging an answering service to answer cas to the funera business, the answering service engages the services of one or more tee phone service providers or the ike to effectuate forwarding of teephone cas or the ike from the business to the answering service, particuary in a manner deemed necessary and/or advisabe by the business. Such engaging and such forward ing services are generay known and need not be set forth herein in any detai other than that which is provided. Gener ay, the forwarding may occur on any appropriate basis, incuding the time of day, whether forwarding has been posi tivey engaged or disengaged, whether the business has seected a particuar ca for forwarding, whether a ca has rung a predetermined number of times, whether a phone or phone system of the business is off, or the ike. [0011] Notaby, the answering service may answer a ca on behaf of a particuar funera business according to a prede termined procedure or script that has been estabished for the particuar funera business. As may be appreciated, the script can be quite invoved, and can tend to cover a wide range of subjects, incuding the name and ocation of the deceased, the name, ocation, and teephone number of the caer, whether the caer is a famiy member or friend or a staff member at a nursing home or hospita or the ike, where and when the funera is to be performed, where and when buria or cremation is to be performed, required cergy, direc tions to estabishments, parking avaiabiity and needs, handi cap accessibiity, avaiabe oca?orists and?ower deivery services, and the ike. n fact, such scripts can accommodate a wide range of scenarios and needs, and therefore can be quite extensive. mportanty, with the use of such a script, information can be coected from the caer according to the script and entered into an appropriate database or the ike for ater retrieva and use, as is generay known. [0012] n the prior art, the answering service woud, based on such a script, coect a information as dictated according to the script, and then woud terminate the ca from the caer, of course with appropriate dignity and consoation, as we as with an assurance that the funera director/funera business/ funera professiona (hereinafter, funera professiona ) woud return the ca. Notaby, the answering service woud then attempt to contact the funera professiona, but ony upon the ca being terminated. Typicay, athough by no means necessariy, the funera professiona can be contacted by way of a predetermined mobie teephone ine, andine teephone ine, pager, mobie eectronic mai device, desktop eectronic mai device, mobie eectronic texting device, desktop eec tronic texting device, or a combination thereof, or the ike. [0013] Waiting unti a ca from a caer is terminated to contact the funera professiona may be considered to be advantageous in that the answering service has coected a goody amount of information on behaf of the funera pro fessiona, and such information may then be forwarded to the funera professiona as a singe package that may be in a more-or-ess compete form. For exampe, the information may be forwarded as an eectronic message to one or more of the aforementioned eectronic devices of the funera profes siona, at about when the ca is terminated, when the funera professiona is actuay contacted by the answering service, or the ike. Aternatey, if the funera professiona is contacted by the answering service by teephonic means, such information can be oray transmitted to the funera professiona. Note, though, that such ora transmission is prone to errors and can take quite some time if the information is reativey arge. [0014] Signi?canty, though, waiting unti a ca from a caer is terminated to contact the funera professiona is disadvantageous in that the caer, who again ikey has just suffered a oss of a reative or friend and aso ikey is in an especiay precarious frame of mind, woud very much prefer to speak directy to the funera professiona rather than an answering service. Put painy, the typica grieving caer prefers and even expects to speak directy to the funera professiona as soon as possibe to ensure that the funera process as performed by such funera professiona is expedi tiousy begun. Perhaps more importanty, the typica grieving caer aso prefers and even expects to speak directy to the funera professiona as soon as possibe in order to receive the psychoogica comforting that the funera professiona pro vides and has been trained to provide. After a, some of the most important functions the funera professiona performs are to hep those who are sti aive grieve the oss of the deceased. [0015] Accordingy, a need exists for a system and method for providing enhanced answering services in a time- sensitive manner, particuary where the answering services are fune rea in nature. nparticuar, a need exists for such a system and method where, upon recognizing that the caer is a funera caer requiring professiona services of a funera profes siona for a deceased, contact with the funera professiona is automaticay initiated, even before the ca has been termi nated. Further, a need exists for such a system and method where, upon estabishing a connection with the funera pro fessiona, the funera professiona can be introduced into the ca whie ongoing and can take over the ca, the better to be abe to directy comfort the grieving caer and aso the better to be abe to directy coect any additiona information needed. SUMMARY [0016] The aforementioned needs are satis?ed by a system and method performed by an answering service on behaf of a caed party when a caing party paces an incoming ca to the caed party and the caed party is unabe or unwiing to answer the incoming ca directy. A computing system of the answering service answers the incoming ca from the caing party on behaf of the caed party by way of a?rst ca connection, and aows an agent to converse with the caing party. Contact with the caed party is estabished whie the incoming ca from the caing party is sti in progress, and a signa is received from the caed party for the caed party to monitor the incoming ca without joining in. Upon detecting a disconnection of the monitored incoming ca between the

12 US 2012/ A1 agent and the caing party, the caed party is noti?ed that the incoming ca has ended and the agent and the caed party are aowed to converse With each other over the caed party ca regarding the incoming ca from the caing party. BREF DESCRPTON OF THE DRAWNGS [0017] The foregoing summary as We as the foowing detaied description of various embodiments of the present innovation Wi be better understood When read in conjunc tion With the appended drawings. For the purpose of iustrat ing the various embodiments of the innovation, there are shown in the drawings embodiments that are presenty pre ferred. As shoud be understood, however, the innovation is not imited to the precise arrangements and instrumentaities shown. n the drawings: [0018] FG. 1 is a bock diagram ofan exampe ofa com puting environment Within Which various embodiments of the present innovation may be impemented; [0019] FG. 2 is a bock diagram showing a professiona answering service provided to answer cas or the ike from cients to professionas or the ike in the event that the pro fessionas are not Wiing or abe to answer the cas; [0020] FG. 3 is a bock diagram of a computing system empoyed to answer a ca from the cient of FG. 2 to the funera professiona of FG. 2 as forwarded to the answering service of FG. 2 in accordance With various embodiments of the present innovation; and [0021] FGS. 4-8 are How diagrams showing actions per formed by the computing system of FG. 3 in accordance With various embodiments of the present innovation. DETALED DESCRPTON OF PREFERRED EMBODMENTS [0022] Certain terminoogy may be used in the foowing description for convenience ony and is not imiting. The Words ower and upper and top and bottom designate directions in the drawings to Which reference is made. The terminoogy incudes the Words above speci?cay men tioned, derivatives thereof and Words of simiar import. [0023] Where a term is provided in the singuar, the inven tors aso contempate aspects of the invention described by the pura of that term. As used in this speci?cation and in the appended caims, the singuar forms a, an and the incude pura references uness the context ceary dictates otherwise, e.g., a tip incudes a puraity of tips. Thus, for exampe, a reference to a method incudes one or more methods, and/or steps of the type described herein and/or Which Wi become apparent to those persons skied in the art upon reading this discosure. [0024] Uness de?ned otherwise, a technica and scien ti?c terms used herein have the same meaning as commony understood by one of ordinary ski in the art to Which this invention beongs. Athough any methods and materias simi ar or equivaent to those described herein can be used in the practice or testing of the present invention, the preferred methods, constructs and materias are now described. A pubications mentioned herein are incorporated herein by reference in their entirety. Where there are discrepancies in terms and de?nitions used in references that are incorporated by reference, the terms used in this appication sha have the de?nitions given herein. Exampe Computing Environment [0025] FG. 1 is set forth herein as an exempary computing environment in Which various embodiments of the present invention may be impemented. The computing system envi ronment is ony one exampe of a suitabe computing envi ronment and is not intended to suggest any imitation as to the scope of use or functionaity. Numerous other genera pur pose or specia purpose computing system environments or con?gurations may be used. Exampes of We-knoWn com puting systems, environments, and/or con?gurations that may be suitabe for use incude, but are not imited to, per sona computers (PCs), server computers, handhed or aptop devices, muti-processor systems, microprocessor-based sys tems, network PCs, minicomputers, mainframe computers, embedded systems, distributed computing environments that incude any of the above systems or devices, and the ike. [0026] Computer-executabe instructions such as program modues executed by a computer may be used. Generay, program modues incude routines, programs, objects, com ponents, data structures, etc. that perform particuar tasks or impement particuar abstract data types. Distributed comput ing environments may be used Where tasks are performed by remote processing devices that are inked through a commu nications network or other data transmission medium. n a distributed computing environment, program modues and other data may be ocated in both oca and remote computer storage media incuding memory storage devices. [0027] With reference to FG. 1, an exempary system for impementing aspects described herein incudes a computing device, such as computing device 100. n its most basic con?guration, computing device 100 typicay incudes at east one processing unit 102 and memory 104. Depending on the exact con?guration and type of computing device, memory 104 may be voatie (such as random access memory (RAM)), non-voatie (such as read-ony memory (ROM),?ash memory, etc.), or some combination of the two. This most basic con?guration is iustrated in FG. 1 by dashed ine 106. Computing device 100 may have additiona features and functionaity. For exampe, computing device 100 may incude additiona storage (removabe and/ or non-removabe) incuding, but not imited to, magnetic or optica disks or tape. Such additiona storage is iustrated in FG. 1 by removabe storage 108 and non-removabe storage 110. [0028] Computing device 100 typicay incudes or is pro vided With a variety of computer-readabe hardware media. Computer-readabe media can be any avaiabe media that can be accessed by computing device 100 and incudes both voa tie and non-voatie media, removabe and non-removabe media. By Way of exampe, and not imitation, computer readabe media may comprise computer storage media and communication media. [0029] Computer storage media incudes voatie and non voatie, removabe and non-removabe media impemented in any method or technoogy for storage of information such as computer-readabe instructions, data structures, program modues or other data. Memory 104, removabe storage 108, and non-removabe storage 110 are a exampes of computer storage media. Computer storage media incudes, but is not imited to, RAM, ROM, eectricay erasabe programmabe read-ony memory (EEPROM),?ash memory or other

13 US 2012/ A1 memory technoogy, CD-ROM, digita versatie disks (DVD) or other optica storage, magnetic cassettes, magnetic tape, magnetic disk storage or other magnetic storage devices, or any other computer-readabe hardware medium Which can be used to store the desired information and Which can accessed by computing device 100. Any such computer storage media may be part of computing device 100. [0030] Computing device 100 may aso contain communi cations connection(s) 112 that aow the device to communi cate With other devices 100. Each such communications con nection 112 is an exampe of communication media. Communication media typicay embodies computer-read abe instructions, data structures, program modues or other data in a moduated data signa such as a carrier Wave or other transport mechanism and incudes any information deivery media. The term moduated data signa means a signa that has one or more of its characteristics set or changed in such a manner as to encode information in the signa. By Way of exampe, and not imitation, communication media incudes Wired media such as a Wired network or direct-wired connec tion (incuding VoP), and Wireess media such as acoustic, radio frequency (RF), infrared and other Wireess media. The term computer-readabe media as used herein incudes both storage media and communication media. [0031] Computing device 100 may aso have input device (s) 114 such as keyboard, mouse, pen, voice input device, touch input device, etc. Output device(s) 116 such as a dis pay, speakers, printer, etc. may aso be incuded. A these devices are generay known to the reevant pubic and there fore need not be discussed in any detai herein except as provided. [0032] Notaby, computing device 100 may be one of a puraity of computing devices 100 inter-connected by a net Work 118, as is shown in FG. 1. As may be appreciated, the network 118 may be any appropriate network, each comput ing device 100 may be connected thereto by Way of a con nection 112 in any appropriate manner, and each computing device 100 may communicate With one or more of the other computing devices 100 in the network 118 in any appropriate manner. For exampe, the network 118 may be a Wired or Wireess network Within an organization or home or the ike, and may incude a direct or indirect couping to an externa network such as the ntemet or the ike. LikeWise, the network 118 may be such an externa network. [0033] Particuary in the case Where the network 118 is an externa network, such network 118 may be a digitay based network (incuding VoP) for exchanging computer data among the devices 100, may be an audio and/or video net Work for exchanging audio and/or video data among the devices 100, or the ike. Thus, it may be that the network 118 may be a pubic switched teephone network for andine teephone communications, a mobie switching center for Wireess teephone communications, a paging network for distributing paging information, a private mutimedia net Work for estabishing videoconferencing, or the ike. Thus, it shoud be appreciated, that one or more of the computing devices 100 that are shown to the eft of the network 118 in FG. 1 may be a mobie teephone, a andine teephone, a pager, a mobie eectronic mai device, a desktop eectronic mai device, a mobie eectronic texting device, a desktop eectronic texting device, or a combination thereof, or the ike. [0034] t shoud be understood that the various techniques described herein may be impemented in connection With hardware or software or, Where appropriate, With a combina tion of both. Thus, the methods and apparatus of the presenty discosed subject matter, or certain aspects or portions thereof, may take the form of program code (i.e., instructions) embodied in tangibe media, such as?oppy diskettes, CD ROMs, hard drives, or any other machine-readabe storage medium Wherein, When the program code is oaded into and executed by a machine, such as a computer, the machine becomes an apparatus for practicing the presenty discosed subject matter. [0035] n the case of program code execution on program mabe computers, the computing device generay incudes a processor, a storage medium readabe by the processor (in cuding voatie and non-voatie memory and/ or storage ee ments), at east one input device, and at east one output device. One or more programs may impement or utiize the processes described in connection With the presenty dis cosed subject matter, e.g., through the use of an appication program interface (AP), reusabe contros, or the ike. Such programs may be impemented in a high-eve procedura or obj ect-oriented programming anguage to communicate With a computer system. HoWever, the program(s) can be impe mented in assemby or machine anguage, if desired. n any case, the anguage may be a compied or interpreted an guage, and combined With hardware impementations. [0036] Athough exempary embodiments may refer to uti izing aspects of the presenty discosed subject matter in the context of one or more stand-aone computer systems, the subject matter is not so imited, but rather may be impe mented in connection With any computing environment, such as a network 118 or a distributed computing environment. Sti further, aspects of the presenty discosed subject matter may be impemented in or across a puraity of processing chips or devices, and storage may simiary be effected across a puraity of devices in a network 118. Such devices might incude persona computers, network servers, and handhed devices, for exampe. Professiona AnsWering Service [0037] Turning now to FG. 2, it is seen that a professiona answering service 10 is provided to answer each of one or more cas or the ike from each of one or more cients 12 or the ike to each of one or more professionas 14 or the ike in the event that a particuar professiona 14 is not Wiing or abe to answer a particuar ca from a particuar cient 12. Typi cay, athough not necessariy, the answering service 10 is operated by a business organization that provides answering services or the ike on behaf of mutipe professionas 14. As Was auded to above, each cient 12 and each professiona 14 may be any appropriate respective cient and professiona Without departing from the spirit and scope of the present innovation. Thus it may be that a particuar professiona 14 is a doctor, a awyer, a service professiona, a funera director, or the ike, among other things, and a particuar cient 12 caing to the professiona 14 may require the professiona services thereof, perhaps on an urgent basis. [0038] LikeWise, the reason Why the professiona 14 does not answer a particuar ca may be most any reason Without departing from the spirit and scope of the present innovation. For exampe, the professiona 14 simpy may not Want to

14 US 2012/ A1 answer cas, such as for exampe if on a vacation or at a famiy event, among other things, or the professiona 14 may be otherwise occupied by professiona matters. [0039] Presumptivey, the ca to the professiona 14 from the cient 12 is of a teephonic nature, at east for purposes of discosing the present innovation in the present discosure. Thus, it may be that the cient 12 is empoying a andine teephone or a mobie teephone (a device 100 of FG. 1, e.g.), and is caing to a andine teephone or mobie teephone of the professiona 14 (aso a device 100 of FG. 1, e.g.). Nota by, though, the ca to the professiona 14 from the cient 12 coud be of some other nature Without departing from the spirit and scope of the present innovation. For exampe, it may be that the cient 12 is empoying a digita eectronic mai device or a digita texting device (again, a device 100 of FG. 1, e. g.), and is addressing a digita eectronic mai device or a digita texting device (once again, a device 100 of FG. 1, e. g.) of the professiona 14. [0040] Particuary in the case Where the ca is teephonic in nature, and as seen in FG. 2, the ca from the cient 12 to the professiona 14 is forwarded therefrom to the answering service 10 by appropriate means that have aready been estab ished in a generay known manner. Typicay, and as Was auded to above, upon the professiona 14 engaging the answering service 10 to answer cas on behaf of such pro fessiona 14, the answering service 10 communicates With one or more teephone service providers or the ike to effec tuate such forwarding. As shoud be understood, the forward ing may be performed according to any appropriate basis, incuding the time of day, Whether forwarding has been posi tivey engaged or disengaged, Whether the business has seected a particuar ca for forwarding, Whether a ca has rung a predetermined number of times, Whether a phone or phone system of the business is off, or the ike. n any case, the ca from the cient 12 to the professiona 14 is in fact answered by the answering service 10 on behaf of the pro fessiona 14. Funera Professiona [0041] Athough the professiona 14 of the present innova tion may be most any professiona, it is to be appreciated that the present innovation has specia reevance to funera pro fessionas 14, incuding not ony funera directors but aso reated professionas and services such as funera homes, cremation services, crematory faciities, cemetery and memoria parks, casket and co?in companies, ivery services, trade embamers, funera transport services, coroners, monu ment companies, buria vaut companies, grief and bereave ment counseors, body and tissue donation services, pet cre mation, buria and cemetery services, and the ike. Notaby, such funera professionas 14 share a common need for a heightened eve of dignity, caring, and compassion in con nection With the services provided thereby to a cient 12, as We as the services provided on theirbehaf to the cient 12 by the answering service 10. [0042] For exampe, a funera director attending to a?rst cient 12 is expected to devote an especiay heightened eve of care and compassion to such?rst cient 12, even When a second cient 12 is caing such funera director. Nevertheess, the second cient 12 aso shoud expect the same heightened eve of care and compassion. Thus, the diemma is Whether to interrupt the?rst cient 12 to answer the second cient 12, or to ignore the second cient 12, either of Which may be con sidered to be particuary insensitive if not rude. Moreover, the diemma may be compounded in the case Where the sec ond cient 12 is an initia caer initiay caing regarding obtaining funera services for a deceased, and ignoring same Woud resut in the second cient 12 obtaining funera services esewhere, thus representing a substantia monetary oss to the funera professiona 14. [0043] n such an instance, the answering service 10 in answering the ca from the initiay caing second cient 12 onbehaf of the funera professiona 14 aows same to at east somewhat satisfy the needs of the second cient 12 for the moment, and heps to prevent the second cient 12 from obtaining funera services esewhere. More generay, the answering service 10 can very ikey be the?rst contact any cient 12 encounters regarding the caed funera professiona 14, and in so doing is the initia pubic face of the funera professiona 14 to such cient 12 and acts to form the?rst impression by the cient 12 of the funera professiona 14. Thus, the funera professiona 14 shoud expect if not require that the answering service 10 treat each caing cient 12 We, and otherwise make such cient 12 fee comfortabe and impressed by the answering service 10, so that the caing cient 12 is more ikey to continue With further efforts to contact the funera professiona 14 and empoy the services thereof. [0044] As might be appreciated, performing such a task is especiay dif?cut for the answering service 10 if the caing cient 12 has just suffered a oss of a reative or friend and is therefore in an especiay precarious frame of mind. Accord ingy, the answering service 10 may be expected to empoy especiay We-trained agents to answer cas from cients 12 to funera professionas 14, Where the agents are seected based at east in part on being compassionate, caring, sooth ing, and attentive, among other things. [0045] Nevertheess, it is especiay important to remember that a caing cient 12 and especiay a cient 12 initiay caing regarding a deceased Wishes to speak directy to the funera professiona 14 as soon as possibe. n particuar, and as Was auded to above, no matter how We-trained the agents may be at the answering service 10, the caing cient 12 may have just suffered a oss of a reative or friend and aso may be in an especiay precarious frame of mind, and Woud very much prefer to speak as soon as possibe With the funera professiona 14 rather than an answering service 10, both to ensure that the funera process as performed by such funera professiona 14 is expeditiousy begun, and aso to receive the psychoogica comforting that the funera professiona 14 provides and has been trained to provide. Time-Sensitive AnsWering Service [0046] Accordingy, and turning now to FG. 3, it is seen that in various embodiments of the present innovation, a ca from a cient 12 to a funera professiona 14 as forwarded to an answering service 10 is answered by an individua agent associated With the answering service 10 With the use of a computing system 16 instantiated by or on behaf of the answering service 10. Notaby, such a computing system 16 as instantiated incudes a mechanism for initiating contact With the funera professiona 14 as soon as the agent thereof Who is answering the ca determines that the caing cient 12 is initiay caing regarding a deceased or other urgent matter. [0047] As seen in FG. 3, the computing system 16 is in the nature of the computing device 100 on the top part of FG. 1. Here, it is to be appreciated that the computing system 16 may among other things incude a?rst teephone connection 18 or

15 US 2012/ A the ike for receiving the forwarded ca from the cient 10, a dispay 20 or the ike upon Which is shown various items, a second teephone connection 22 or the ike for outgoing cas and automated voicemai dispatch or the ike, and a data connection 24 or the ike for outgoing data messages or the ike, perhaps in the nature of eectronic mai or a text message as Wi be set forth in more detai beow. [0048] As Was noted above, the agent at the computing system 16 of the answering service 10 may answer a particu ar forwarded ca from a cient 10 on behaf of a particuar funera professiona 14 according to a predetermined proce dure or script 26 that has been estabished for the particuar funera professiona 14. Accordingy, and now referring aso to FG. 4, as an initia matter the particuar ca is received on the?rst teephone connection 18 of the computing system 16 (401, FG. 4), is identi?ed by the system 16 as being for a particuar funera professiona 14 (403), and based thereon the system 16 obtains and runs the corresponding script 26 (405), perhaps from a oca or remote database 28 (FG. 3). As may be appreciated, the system may identify the particuar funera professiona 14 for the forwarded ca as at 403 in any appropriate manner, such as for exampe based on a caer D, DNS (Diaed Number denti?cation System), or other infor mation associated With the forwarded ca. Such identifying is known or shoud be apparent to the reevant pubic and there fore need not be set forth herein in any detai other than that Which is provided. [0049] As may be appreciated, the obtained and run script 26 as at 405 is in an eectronic form, and may have any appropriate structure. Typicay, athough not necessariy, the script 26 incudes a number of questions that are dispayed on the dispay 20 of the computing system 16, the agent asks the questions to the caing cient 12 and enters corresponding answers into appropriate pre-de?ned spaces in the dispay 20, and the entered answers can be stored in a record of appro priate form in the database 28 or esewhere. As shoud be understood, the questions and answers reate to ferreting out the purpose of the ca from the caing cient 12. [0050] The questions may be dispayed and the answers coected individuay or in groups, and the script 26 may incude branching points Where different answers to a previ ous question resut in different next questions, among other things. As Was auded to above, the script 26 can be quite extensive so as to accommodate a Wide range of subjects, incuding the genera nature of the ca, the name and ocation of the deceased, the name, ocation, and teephone number of the caing cient 12, Whether the caing cient 12 is a famiy member or friend or a staff member at a nursing home or hospita or the ike, Whether services have been prearranged, persona information on the deceased incuding date of birth, date and time of death, the name and teephone number of any attending doctor, required cergy, directions to estabish ments, parking avaiabiity and needs, handicap accessibiity, avaiabe oca?orists and?ower deivery services, and the ike. Note here that at east some of such information can possiby be coected automaticay. For exampe, the name, ocation, and teephone number of the caing cient 12 may be obtained from known sources such as caer D or other simiar information. n such a circumstance, it may be that the corresponding question is automaticay skipped, or that the information is con?rmed by the agent. [0051] As Was noted above, the agent coud, based on such a script 26, coect a information as dictated according to the script 26, and then coud terminate the ca from the caing cient 12, and then coud attempt to contact the funera pro fessiona 14 after the ca is terminated. As shoud be under stood, the funera professiona 14 typicay can be contacted by Way of a predetermined mobie teephone ine, andine teephone ine, pager, mobie eectronic mai device, desktop eectronic mai device, mobie eectronic texting device, desktop eectronic texting device, or a combination thereof, or the ike. Upon contacting the funera professiona 14 or as part of contacting the funera professiona 14, then, the agent Woud transmit thereto at east some of the corresponding record in the database 26 so that the funera professiona 14 coud ca back the caing cient 12. Such transmitting may be performed oray if over a teephone ine or the ike, or eec tronicay if by Way of an eectronic message or the ike. f eectronicay, a return receipt may be required to con?rm that the funera professiona 14 has received the transmission. [0052] HoWever, and as Was pointed out above, Waiting unti the ca is terminated to contact the funera professiona 14 is disadvantageous in that the caing cient 12 is made to Wait to speak directy to the funera professiona 14, Which is ikey preferred. Aso, the caing cient 12 Whie being made to Wait may have second thoughts about engaging the services of the funera professiona 14, and instead may decide to seek such services esewhere. [0053] Accordingy, and in various embodiments of the present innovation, Whie the corresponding script is being run as at 405, during Which questions are dispayed to the agent on the dispay 20 and answers are coected and stored in the database 28, the agent is aso given an option to have the computing system 16 immediatey commence contacting the funera professiona 14 at any triggering point When the agent determines that the caing cient 12 is initiay caing regard ing a deceased (409). As may be appreciated, the agent may determine that a caing cient 12 is initiay caing regarding a deceased in any appropriate manner Without departing from the spirit and scope of the present innovation, perhaps With guidance if not training and instructions from the answering service 10. [0054] Nevertheess, it may be expected that such a caing cient 12 initiay caing regarding a deceased is a caer Who has not previousy caed regarding a particuar deceased and is therefore caing to initiate the use of funera services provided by the caed-to funera professiona 14 With regard to such particuar deceased, or at east to inquire regarding such use. Perhaps parentheticay, it may aso be expected that in at east some instances the caing cient 12 is not especiay cear that same is in fact initiay caing regarding a deceased, for exampe in cases Where the caing cient 12 is distraught or overcome With grief, or in cases Where the caing cient 12 is suffering from other diminished menta capacity. Thus, the training of the agent may focus on such aspects in particuar When deciding Whether the caing cient 12 is in fact initiay caing regarding a deceased. [0055] n various embodiments of the present innovation, and as seen in FG. 3, the option to commence contacting the funera professiona is provided by Way of an actuation device 30 on the dispay 20, Which may be a button abeed Get Funera Professiona NoW or the ike. Thus, such actuation device 30 is actuated by the agent (407) by Way of a dispayed cursor and associated mouse, by Way of touching if the dis pay 20 is a touch dispay, by Way of a keystroke or keystroke sequence on an associated keyboard of the computing system 16, or the ike. Atematey, the actuation device 30 may be separate from the dispay 20, and in particuar may be hard

16 US 2012/ A1 Ware on an associated keyboard of the computing system 16 or some other reated structure, and/or software actuated by such software. [0056] Upon the agent actuating the actuation device 30 as at 407 and the computing system receiving same as at 409, and in various embodiments of the present innovation, the computing system 16 initiates contact With the funera pro fessiona 14 immediatey, or at east as soon as is practicabe, Whie the incoming ca from the caing cient 12 (hereinafter, the deceased ca ) is sti in progress (411). That is to say, the contact is initiated prior to the agent reaching the end of the script. Thus, in the meantime, the computing system may continue running the script as at 405 so that the agent can continue gathering information from the caing cient 12. [0057] As may be appreciated, the method of contact empoyed by the system 16 as at 411 may be any appropriate method, and may be set forth in the corresponding script 26 or a reated document from the database 28 or the ike. As presenty envisioned, the method of contact may invove a teephone number of the funera professiona 14 (perhaps associated With a mobie teephone of the funera professiona 14), in Which case the computing system 16 automaticay cas to such teephone number by Way of the second tee phone connection 22 Whie the deceased ca is sti in progress (FG. 3) (413), or may invove an eectronic mai or text address of the funera professiona 14 (perhaps associ ated With a pager, a persona data assistant, or the ike of the funera professiona 14), in Which case the computing system 16 automaticay sends an eectronic mai message or a text message to such address by Way of the data connection 24, again Whie the deceased ca is sti in progress (FG. 3) (415), or may invove both. [0058] f the computing system 16 automaticay sends an eectronic mai message or a text message to an address of the funera professiona 14 by Way of the data connection 24 (FG. 3) (415), and turning now to FG. 5, it may be that the automaticay sent message incudes some or a of the infor mation thus far gathered by the agent from the caing cient 12 according to the corresponding script 26 (501). Addition ay, it may be that the sent message incudes an appropriate message header to be initiay seen by the funera professiona 14, such as for exampe that the deceased ca is in progress, and perhaps other information (503). n various embodiments of the present innovation, the sent message aso incudes a ca-back teephone number by Which the funera profes siona 14 can ca in by Way of the second teephone connec tion 22 (hereinafter, the ca-back ca ), and if need be a ca identi?er that may be needed to identify the deceased ca (505). Note here that incuding such a ca-back teephone number and/ or such a ca identi?er may not be necessary if, for exampe, the funera professiona 14 has a dedicated ca back teephone number, in Which case the computing system 16 can recognize the funera professiona 14 thereby. HoW ever, such a ca identi?er in particuar may be needed if it is anticipated that the funera professiona 14 Woud be invoved in severa deceased cas simutaneousy. [0059] As shoud be appreciated, With the ca-back tee phone number and perhaps the ca identi?er, the funera professiona 14 may then initiate the ca-back ca, Which Woud then be received and answered by the computing sys tem 16 by Way of the second teephone connection 22 (507). The computing system 16 identi?es the funera professiona 14 on the ca-back ca to the deceased ca by appropriate means and, in various embodiments of the present innovation, gives the funera professiona 14 the option to decide Whether to join in at a, orperhaps to merey monitor the deceased ca Without joining in (509). Such an option to monitor may be impemented by Way of a vocaized menu system or the ike, as may be appreciated. As may be appreciated, despite the great sensitivity and compassion required, there are aso times When the funera professiona 14 knows that immediate invovement is not needed and/or advisabe. For exampe, it may be that the deceased ca Was expected and pans have aready been made to address same, among other things. [0060] Presuming, however, that the funera professiona 14 does in fact Wish to join in to the deceased ca, and in various embodiments, the computing system 16 communica tivey coupes the deceased ca and the ca-back ca (here inafter, the couped ca (511) in a manner that is generay known, perhaps With a corresponding appropriate vocaized message to the funera professiona 14. HoWever, in doing so, the computing system 16 initiay paces the ca-back ca in a mute mode so that the funera professiona 14 can hear the deceased ca but cannot be heard in the deceased ca (513). Thus, the funera professiona 14 on the ca-back ca can isten to the deceased ca Whie in progress by Way of the couped ca, and is not suddeny and perhaps jarringy present in such deceased ca. n addition, the computing system 16 noti?es the agent that the ca-back ca is in progress (515), perhaps by Way of an appropriate highighted button or a message in the dispay 20 (FG. 3). Thus, the agent can then notify the caing cient 12 that the funera profes siona 14 may be currenty avaiabe to speak With such ca ing cient 12. [0061] t may be that the agent thereafter removes the mute mode from the ca-back ca to aow the caing cient 14 and funera professiona 14 to speak directy by Way of the couped ca (519), again perhaps by Way of appropriate high ighted buttons in the dispay 20 (FG. 3). HoWever, the agent has aready gathered information Which may be of immediate interest to the funera professiona 14 based on the questions and answers from the aforementioned script 26. Thus, it may be that prior to removing the aforementioned mute mode, the agent poitey paces the deceased ca on hod When appro priate (517), once more perhaps by way of an appropriate highighted button in the dispay 20 (FG. 3), then removes such mute mode from the ca-back ca as at 519, consuts With the funera professiona 14 regarding the status of the deceased ca and any gathered information not yet deivered to the funera professiona 14 (521), then removes the hod on the deceased ca, sti once more perhaps by Way of an appropriate highighted button in the dispay 20 (FG. 3), introduces the caing cient 12 and the funera professiona 14 to each other, and aows both to speak directy to each other by Way of the couped ca (523). [0062] Notaby, by giving the gathered information thereof to the funera professiona 14 as at 501 and 521, the caing cient 12 need not repeat same. Moreover, the funera profes siona 14 With such information can proceed to comfort the caing cient 12 that much more quicky inasmuch as the administrative detais may have aready been deat With and communicated to the funera professiona 14. Aso notaby, once the caing cient 12 and the funera professiona 14 are introduced to each other and speaking by Way of the couped ca, the agent need not necessariy be invoved in either the deceased ca or the ca-back ca, and therefore may discon nect out of the couped ca, sti once more again perhaps by Way of an appropriate highighted button in the dispay 20.

17 US 2012/ A1 Aternatey, the agent can stay in the couped ca to take notes on behaf of the funera professiona 14, and can then deiver the notes to such funera professiona 14, perhaps by Way of an eectronic mai or text message or the ike. [0063] f the computing system 16 automaticay cas to a teephone number of the funera professiona 14 by Way of the second teephone connection 22 as at 413 of FG. 4, the process is simiar to that of FG. 5. n particuar, and turning now to FG. 6, it may aso be that the automatic ca incudes some or a of the information thus far gathered by the agent from the caing cient 12 according to the corresponding script 26 (601), athough such information Woud ikey be abbreviated due to the ora nature of the teephone. Note here that some of such information may be incuded With caer D information that is provided With the automatic ca. Here, no ca-back teephone number or ca identi?er Woud be needed as the computing system 16 initiated the outgoing ca out to the funera professiona 14 by Way of the second teephone connection 22 (hereinafter, the ca-out ca ). [0064] Upon the funera professiona 14 receiving the ca out ca and receiving the information at 601, such funera professiona 14 may then be given the option to decide Whether to join in at a or perhaps to merey monitor the deceased ca Without joining in as before at 509 (603). Thus, the computing system 16 Woud receive a seected option from the funera professiona 14 and act accordingy in a manner that shoud be understood. Presuming, again that the funera professiona 14 does in fact Wish to join in to the deceased ca, and in various embodiments, the computing system 16 communicativey coupes the deceased ca and the ca-out ca (hereinafter, the couped ca in a manner simi ar to that of 511 (605). As before, the computing system 16 initiay paces the ca-out ca in a mute mode so that the funera professiona 14 can hear the deceased ca but cannot be heard in the deceased ca (607). Thus, and again, the funera professiona 14 on the ca-out ca can isten to the deceased ca Whie in progress by Way of the couped ca, and is not suddeny and perhaps jarringy present in such deceased ca. As With 515, the computing system 16 aso noti?es the agent that the ca-out ca is in progress (609), perhaps by Way of an appropriate highighted button or a message in the dispay 20 (FG. 3). Thus, the agent can ikewise notify the caing cient 12 that the funera profes siona 14 may be currenty avaiabe to speak With such ca ing cient 12. [0065] Simiar to before, it may be that the agent thereafter removes the mute mode from the ca-out ca to aow the caing cient 14 and funera professiona 14 to speak directy by Way of the couped ca (613), again perhaps by Way of appropriate highighted buttons in the dispay 20 (FG. 3). HoWever, and again, the agent has aready gathered informa tion Which may be of immediate interest to the funera pro fessiona 14 based on the questions and answers from the aforementioned script 26. n the teephone case of FG. 6, however, it is ikey that the funera professiona 14 has not had much if any information provided as yet, and accordingy it is more ikey that the agent must spend some time deiv ering such information to the funera professiona 14.Accord ingy, prior to removing the aforementioned mute mode, the agent poitey paces the deceased ca on hod When appro priate (611), once more perhaps by Way of an appropriate highighted button in the dispay 20 (FG. 3), then removes such mute mode from the ca-out ca as at 613, consuts With the funera professiona 14 regarding the status of the deceased ca and the gathered information not yet deivered to the funera professiona 14 (615), then removes the hod on the deceased ca, sti once more perhaps by Way of an appropriate highighted button in the dispay 20 (FG. 3), introduces the caing cient 12 and the funera professiona 14 to each other, and aows both to speak directy to each other by Way of the couped ca (617). [0066] Once more, by giving the gathered information thereof to the funera professiona 14 as at 601 and 615, the caing cient 12 need not repeat same. Aso, once the caing cient 12 and the funera professiona 14 are introduced to each other and speaking by Way of the couped ca, the agent need not necessariy be invoved in either the deceased ca or the ca-out ca, and therefore may disconnect out of the couped ca, sti once more again perhaps by Way of an appropriate highighted button in the dispay 20. Aternatey, the agent can again stay in the couped ca to take notes on behaf of the funera professiona 14, and can then deiver the notes to such funera professiona 14, perhaps by Way of an eectronic mai or text message or the ike. Further Embodiments [0067] n embodiments of the present appication thus far discosed, it has been presumed that the funera professiona 14 opts to join in With the deceased ca, either by Way of the ca-back ca at 509 (FG. 5) or the ca-out ca of 603 (FG. 6). As may be appreciated, joining in as empoyed here impies announcing the presence of the funera professiona 14 to the caing party 12, as We as the funera professiona participating in the conversation With the caing party 12. As Was noted, though, the funera professiona 14 may decide that immediate participation and invovement is not needed and/or advisabe, such as for exampe if the deceased ca Was expected, or if the funera professiona 14 decides that joining in Woud be unwecome, unexpected, jarring, confusing, or the ike to the caing cient 12, among other things. nstead, the funera professiona 14 may merey Wish to monitor the deceased ca Without joining in. Such an option to monitor Without joining in may be impemented by Way of a vocaized menu system or the ike, as may be appreciated. [0068] Presuming that the funera professiona 14 in fact Wishes to monitor the ca Without joining in, the computing system 16 again communicativey coupes the deceased ca and the ca-back or ca-out ca to form the couped ca, as at 511 and 605, and aso paces the ca-back or ca-out ca in a mute mode so that the funera professiona 14 can hear the deceased ca but cannot be heard in the deceased ca, as at 513 and 607. Thus, and again, the funera professiona 14 on the ca-back or ca-out ca can isten to the deceased ca Whie in progress by Way of the couped ca. Here, though, the agent at the answering service 10 need not and ikey is not noti?ed by the computing system 16 that the ca-back or ca-out ca is in progress, as at 515 and 609, presumaby for the reason that the agent need not be distracted by such a noti?cation, especiay if the funera professiona 14 is not joining in With the deceased ca. f so, the agent is and remains unaware that the funera professiona 14 is monitor ing the deceased ca. [0069] f not joining in, though, the funera professiona 14 may nevertheess Wish to speak afterward With the agent Who handed the deceased ca at issue. Note, though, that in prior embodiments, such an after-ca conversation between the agent and the funera professiona Was not avaiabe. n par ticuar, in such prior embodiments, the ending of the deceased

18 US 2012/ A1 ca between the agent and the caing cient 12 causes the computing system 16 to aso end the corresponding ca-back or ca-out ca to which the funera professiona 14 is attached. As shoud be appreciated, the computing system 16 in ending the ca-back or ca-out ca prevents the funera professiona from speak with the agent, at east in an imme diate manner. At best, the funera professiona 14 may have to ca back the answering service 10 and then, if avaiabe as an option, negotiate an automated system to ocate and speak with the agent, presuming of course that the agent is not otherwise occupied by another deceased ca. At worst, such as an option is simpy not avaiabe. [0070] Accordingy, in various embodiments of the present innovation, when the funera professiona 14 is not joining in with the deceased ca but is ony monitoring same, the funera professiona 14 is provided with an opportunity to speak afterward with the agent who handed the deceased ca at issue. n particuar, in such embodiments, the ending of the deceased ca between the agent and the caing cient 12 is detected by the computing system 16, after which the moni toring and ending of the deceased ca is announced to the agent and to the funera professiona 14. Upon such announcement, then, the computing system 16 aows the agent and the funera professiona 14 to speak, perhaps by removing the mute mode from the ca-back or ca-out ca. Aternativey, the computing system 16 may aow the agent and/ or the funera professiona 14 to remove such mute mode. n any case, with such mute mode removed, the agent and the funera professiona 14 may then speak to one another regard ing the ended deceased ca, as appropriate. [0071] Turning now to FG. 7, it is seen that to effectuate such ca monitoring by the funera professiona 14 with the opportunity for the funera professiona 14 to speak with the agent afterward, the computing system 16 effectuates a ca back ca or a ca-out ca (hereinafter, professiona ca ) in a manner akin to that which was set forth above in connection with FGS. 5 and 6 (701). As before, the computing system 16 gives the funera professiona 14 the option to decide whether to join in or to monitor the deceased ca without joining in. Here, the funera professiona 14 seects the option to monitor the deceased ca without joining in, and the computing sys tem 16 receives such a monitor-ony option (703). [0072] Thus, the computing system 16 communicativey coupes the deceased ca and the professiona ca to form the couped ca, as at 511 and 605 (705), and aso paces the professiona ca in a mute mode so that the funera profes siona 14 can hear the deceased ca but cannot be heard in the deceased ca, as at 513 and 607 (707). As such, the funera professiona 14 on the professiona ca can isten to the deceased ca whie in progress by way of the couped ca. As was auded to above, the agent at the answering service 10 need not necessariy be noti?ed by the computing system 16 that the professiona ca is in progress, as at 515 and 609. However, such a noti?cation may be provided if desired by the answering service 10, in which case the noti?cation may for exampe be provided by way of an appropriate highighted button in the dispay 20 of FG. 3. [0073] Presuming that the agent is not in fact noti?ed that the professiona ca is in progress in the mute mode, and as was set forth above, the agent is and remains unaware that the funera professiona 14 is monitoring the deceased ca, and therefore may concentrate on the deceased ca without the distraction of such a noti?cation. As was set forth above, athough not joined in, the funera professiona 14 may nev ertheess wish to speak afterward with the agent who handed the deceased ca at issue. [0074] Accordingy, the computing system 16 detects the end of the deceased ca between the agent and the caing cient 12 (709). Such detection may be performed in any appropriate manner without departing from the spirit and scope of the present innovation. For exampe, the computing system 16 may incude a dedicated system for doing so, or may impement functionaity aready present in another sys tem. Such end of ca detection is generay known and there fore need not be set forth herein in any detai. [0075] Upon detecting the end of the deceased ca, and in various embodiments, the computing system 16 does not aso end the corresponding professiona ca to which the funera professiona 14 is attached. nstead, in such embodiments, the computing system automaticay noti?es at east the funera professiona 14 and perhaps aso the agent that the deceased ca has ended (711), and aso noti?es at east the agent and perhaps aso the funera professiona 14 that the funera pro fessiona 14 is avaiabe and wishes to speak to the agent regarding the ended deceased ca (713). Such noti?cation may be performed in any appropriate manner without depart ing from the spirit and scope of the present innovation. For exampe, the computing system 16 may auray pay an appropriate message in the professiona ca that can be heard at east by the funera professiona 14 if not the agent aso, and/or may visuay dispay an appropriate message or indi cator to the agent at the dispay 20 (FG. 3). Concurrenty, the computing system 16 aso removes the mute mode from the professiona ca (715) so that the agent can hear the funera professiona 14. Aternatey, the agent may remove such mute mode by way of an appropriate agent action. n either case, removing the mute mode aows the agent and the funera professiona to converse with each other (717). Thus, and again, the funera professiona 14 whie initiay monitoring the deceased ca but not joining in can speak afterward with the agent who handed the deceased ca. [0076] n a variation of the embodiments set forth above in connection with FG. 7, the funera professiona 14 speaks afterward with the agent for the reason that the deceased ca ended prior to the funera professiona 14 being abe to speak with the caing cient 12. That is to say, the funera profes siona 14 was not necessariy opting to monitor the deceased ca but instead wished to join in, though was not abe to do so because the deceased ca ended prior to the joining-in being competed. Reasons for the deceased ca being ended in such a manner are many and varied, but typicay invove the ca ing cient 12 accidentay disconnecting the deceased ca, the deceased ca ending prior to the funera professiona 14 being fuy integrated thereinto (i.e., prior to reaching 523 of FG. 5 or 617 of FG. 6), or the ike. n any case, the funera professiona 14 on the professiona ca woud sti appreciate being abe to speak with the agent at issue, for reasons akin to those set forth above in connection with FG. 7. [0077] n such a variation, then, and turning now to FG. 8, the ending of the deceased ca between the agent and the caing cient 12 is detected by the computing system 16 (801), and the computing system 16 determines that the funera professiona 14 was on the professiona ca and in the process of joining in, but had not done so (803). Such a determination may be performed in any appropriate manner and according to any criteria. For exampe, such determina tion may be performed by noting the existence of the profes

19 US 2012/ A1 siona ca and the received option to join in (509 of FG. 5 or 603 of FG. 6), aong With the faiure to compete the remain der of the actions of such FG. 5 or 6. [0078] n any event, upon determining that the joining-in Was not competed, the ending of the deceased ca is announced to the agent and to the funera professiona 14 as before, and the computing system 16 aows the agent and the funera professiona 14 to speak, again as before. Thus, the agent and the funera professiona 14 may then speak to one another regarding the ended deceased ca, as appropriate. [0079] n particuar, and as seen in FG. 8, upon detecting the end of the deceased ca, and in various embodiments, the computing system 16 does not aso end the corresponding professiona ca to Which the funera professiona 14 is attached. nstead, in such embodiments, the computing sys tem automaticay noti?es at east the funera professiona 14 and perhaps aso the agent that the deceased ca has ended (805), and aso noti?es at east the agent and perhaps aso the funera professiona 14 that the funera professiona 14 is avaiabe and Wishes to speak to the agent regarding the ended deceased ca (807). As before, such noti?cation may be per formed in any appropriate manner Without departing from the spirit and scope of the present innovation. For exampe, the computing system 16 may auray pay an appropriate mes sage in the professiona ca that can be heard at east by the funera professiona 14 if not the agent aso, and/ or may visuay dispay an appropriate message or indicator to the agent at the dispay 20 (FG. 3). Concurrenty, the computing system 16 aso removes the mute mode from the professiona ca (if present) (809) so that the agent can hear the funera professiona 14.Atematey, the agent may remove such mute mode by Way of an appropriate agent action. n either case, the agent and the funera professiona can then converse With each other (811) regarding the deceased ca. [0080] n the embodiments set forth above in connection With FGS. 7 and 8, the funera professiona 14 may enter into the professiona ca in any appropriate manner Without departing from the spirit and scope of the present innovation. For exampe, and as may have been auded to above, the funera professiona 14 may estabish a ca-back ca after receiving an eectronic message by Way of a data connection 24 of the computing system 16 of the answering system 10. n such a case, the ca-back ca may be immediatey recognized by the computing system 10 as being from the funera pro fessiona 14 and pertaining to a particuar deceased ca, or may be accompanied by a ca identi?er entered by the funera professiona 14 so as to aow the computing system 10 to recognize that the ca-back ca is from the funera profes siona 14 and pertains to a particuar deceased ca. LikeWise, and as may have aso been auded to above, the computing system 16 may estabish a ca-out ca to the funera profes siona 14 by Way of the second teephone connection 22 of the computing system 16 of the answering system 10. [0081] n any such case, and in a variation of the present innovation, the computing system 16 may upon estabishing the ca-out ca or recognizing the ca-back ca present the funera professiona 14 With an aura menu or the ike repre senting options avaiabe to the funera professiona 14. Such options may incude the options set forth above and other options Without departing from the spirit and scope of the present innovation. As shoud be understood, the options may be numbered or otherwise individuay identi?ed and the funera professiona 14 may actuate a particuar option by entering the corresponding number/identi?er on a key pad or the ike, or if especiay invoved may be accessed by the funera professiona 14 driing down into a muti-eve menu of options, again perhaps by entering corresponding num bers/ identi?ers. For exampe, the options may incude: [0082] Speak With agentithis option may for exampe cause the agent to pace the caer on hod and speak With the funera professiona 14. Thus, the agent may for exampe reate to the funera professiona 14 detais aready obtained from the caer. [0083] Request introduction to caerithis option may for exampe cause the agent to immediatey introduce the funera professiona 14 to the caer Without pacing the caer on hod. [0084] Enter into conversation With caer immedi ateyithis option may for exampe immediatey con nect the funera professiona 14 and the caer in an un-muted mode. CONCLUSON [0085] The programming beieved necessary to effectuate the processes performed by the computing system 16 in con nection With the various embodiments of the present innova tion is reativey straight-forward and shoud be apparent to the reevant programming pubic. Accordingy, such pro gramming is not attached hereto. Any particuar program ming, then, may be empoyed to effectuate the various embodiments of the present innovation Without departing from the spirit and scope thereof. [0086] n the present innovation, a method and mechanism are set forth for providing enhanced answering services in a time- sensitive manner, particuary Where the answering ser vices are funerea in nature. Upon recognizing that a caing cient 12 is a [funera] caer initiay caing regarding pro fessiona services of a funera professiona 14 for a deceased, the answering service 10 automaticay initiates contact With the funera professiona 14, even before the deceased ca has been terminated. Upon estabishing a connection With the funera professiona 14, be it a ca-out or ca-back ca, such funera professiona 14 can be introduced to the caing cient 12 by Way of a couped ca and can take over from the agent, the better to be abe to directy comfort the grieving caing cient 12 and aso the better to be abe to directy coect any additiona information needed. Atematey, the funera pro fessiona 14 can monitor the deceased ca Without joining in, and can speak With the agent after the deceased ca has ended. [0087] t shoud be appreciated that changes coud be made to the embodiments described above Without departing from the innovative concepts thereof. For exampe, athough the present innovation is set forth primariy in terms of a funera business or the ike, such innovation may aso be practiced by any other appropriate type of business or caed party that Woud prefer to empoy enhanced answering services to ca ing cients 12 or other caing parties so as to be in direct contact With such caing cients 12 or other caing parties in an expedited manner When an urgent situation arises. Thus, in such a broader context, terms such as deceased ca, funera professiona, funera caer Woud more generay encom pass any urgent ca, any caed professiona that Woud ser vice the urgent ca, and any caer, respectivey. [0088] Moreover, athough the present innovation is set forth primariy in terms of teephonic cas or the ike from initia caers, such innovation may aso be practiced by in connection With any other appropriate type of communica tions medium and other types of caers, perhaps With suitabe

20 US 2012/ A1 modi?cation. Likewise, athough the present innovation is set forth With reference to the use of a script 26, such script 26 need not necessariy be empoyed, in Which case the ca may be answered in a free-form manner, With suitabe modi?ca tion. t shoud be understood, therefore, that this innovation is not imited to the particuar embodiments discosed, but it is intended to cover modi?cations Within the spirit and scope of the present innovation as de?ned by the appended caims. 1. A method performed by an answering service on behaf of a caed party When a caing party paces an incoming ca to the caed party and the caed party is unabe or unwiing to answer the incoming ca directy, the method being per formed by a computing system of the answering service and comprising: answering the incoming ca from the caing party on behaf of the caed party by Way of a?rst ca connection of the computing system; aowing an agent to converse With the caing party by Way of the incoming ca; estabishing contact With the caed party by Way of a caed party ca on a second ca connection of the computing system Whie the incoming ca between the agent and the caing party is sti in progress by Way of the?rst ca connection of the computing system; receiving a signa from the caed party for the caed party to monitor the incoming ca Without joining in, and in response thereto communicativey couping the caed party ca and the incoming ca to form a couped ca; and detecting a disconnection of the monitored incoming ca between the agent and the caing party, and in response thereto: notifying at east the caed party that the incoming ca has ended; notifying at east the agent that the caed party is avai abe and Wishes to speak to the agent regarding the ended incoming ca; and aowing the agent and the caed party to converse With each other over the caed party ca, Wherein the caed party Whie initiay monitoring the incoming ca but not joining in can speak afterward With the agent Who handed the incoming ca. 2. The method of caim 1 Wherein the ca is a teephone ca. 3. The method of caim 1 Wherein the caed party is a funera professiona and the caing party is a cient caing the funera professiona regarding obtaining funera services for a deceased. 4. The method of caim 1 Wherein the computing system estabishes contact With the caed party by automaticay pacing an outgoing ca to a teephone number of the caed party by Way of a second teephone connection of the com puting system. 5. The method of caim 1 Wherein the computing system estabishes contact With the caed party by automaticay sending an eectronic message to an address of the caed party by Way of a data connection of the computing system, the message incuding a ca-back teephone number by Which the caed party can pace a ca-back ca to a second teephone connection of the computing system. 6. The method of caim 1 further comprising notifying the agent that the couped caed party ca is in progress. 7. The method of caim 1 comprising notifying at east the caed party that the incoming ca has ended by Way of an aura message payed over the caed party ca. 8. The method of caim 1 comprising notifying at east the agent that the caed party is avaiabe and Wishes to speak to the agent regarding the ended incoming ca by Way of an aura message payed over the caed party ca. 9. The method of caim 1 comprising notifying at east the agent that the caed party is avaiabe and Wishes to speak to the agent regarding the ended incoming ca by Way of a visua message dispayed to the agent on a dispay thereof. 10. The method of caim 1 comprising: receiving a signa from the caed party for the caed party to monitor the incoming ca Without joining in, and in response thereto: communicativey couping the caed party ca and the incoming ca to form a couped ca; and pacing the caed party ca in a mute mode so that the caed party can hear the incoming ca but cannot be heard in the incoming ca; and detecting a disconnection of the monitored incoming ca between the agent and the caing party, and in response thereto: notifying at east the caed party that the incoming ca has ended; notifying at east the agent that the caed party is avai abe and Wishes to speak to the agent regarding the ended incoming ca; removing the mute mode from the caed party ca so that the agent can hear the caed party; and aowing the agent and the caed party to converse With each other over the caed party ca. 11. A method performed by an answering service on behaf of a caed party When a caing party paces an incoming ca to the caed party and the caed party is unabe or unwiing to answer the incoming ca directy, the method being per formed by a computing system of the answering service and comprising: answering the incoming ca from the caing party on behaf of the caed party by Way of a?rst ca connection of the computing system; aowing an agent to converse With the caing party by Way of the incoming ca; estabishing contact With the caedparty by Way of a caed party ca on a second ca connection of the computing system Whie the incoming ca between the agent and the caing party is sti in progress by Way of the?rst ca connection of the computing system; receiving a signa from the caed party for the caed party to join in conversation With the caing party; detecting a disconnection of the incoming ca between the agent and the caing party prior to joining the caed party in conversation With the caing party, and in response thereto: notifying at east the caed party that the incoming ca Was disconnected; and aowing the agent and the caed party to converse With each other over the caed party ca, Wherein the caed party can speak With the agent Who handed the incoming ca. 12. The method of caim 11 Wherein the ca is a teephone ca.