Controlling hold queue position adjustment

Details Controlling hold queue position adjustment Controlling hold queue position adjustment

2007-07-17

2007-07-17

AL-Aubaidi, Rasha S. (Department: 2614)

Telephonic communications

Centralized switching system

Call distribution to operator

C379S309000, C379S093020, C379S093030

Reexamination Certificate

active

10015382

ABSTRACT:
A method, system, and program for allowing callers to adjust in position within a hold queue are provided. An advancement token earned by a caller while waiting in a hold queue is detected. The advancement token is stored for redemption in a future call by the caller according to an authenticated identifier for the caller, wherein future redemption of the advancement token will cause adjustment of a waiting position. In particular, a caller in the call hold queue may earn advancement tokens by answering questions posed by other callers in the call hold queue, where the questions are answered in a manner such that the other callers do not need additional aid from a representative. In addition, a caller may redeem advancement tokens earned in a previous hold queue while waiting in current hold queue, where the redeemable advancement tokens are accessible across multiple call centers according to the caller identification.

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