Intelligent virtual queue

Details Intelligent virtual queue Intelligent virtual queue

1998-02-17

1999-12-14

Wolinsky, Scott

Telephonic communications

Centralized switching system

Call distribution to operator

379265, 379209, H04M 300, H04M 342

Patent

active

060027606

ABSTRACT:
A call queueing system for a call center establishes virtual calls for callers, and allows the callers to disconnect and await a later callback when the virtual call is routed to an agent. Callers are connected to an IVR and informed that they may disconnect and await the callback. An IVR may also be used when the callback is made, informing the caller of the nature of the new call, and that they are now being connected to an agent. In some instances virtual calls may be sequenced in the same queue with real calls. The virtual call system may be initiated in a call center by exceeding load threshold, at particular time frames, and the like. A key is associated with each virtual call in a manner that the origination number of the call for whom the virtual call is entered may be retrieved when the call is routed to an agent. The system is adapted to work with all intelligent routing systems.

REFERENCES:
patent: 5185782 (1993-02-01), Srinivasan
patent: 5311574 (1994-05-01), Livanos
patent: 5436967 (1995-07-01), Hanson
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patent: 5594791 (1997-01-01), Szlam et al.
patent: 5627884 (1997-05-01), Williams et al.
patent: 5657383 (1997-08-01), Gerber et al.
patent: 5822400 (1998-10-01), Smith

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