Hold queue management

Details Hold queue management Hold queue management

2006-05-23

2006-05-23

Tsang, Fan (Department: 2645)

Telephonic communications

Centralized switching system

Call distribution to operator

C379S210020, C379S266060

Reexamination Certificate

active

07050568

ABSTRACT:
A method, system and product for managing a hold queue is provided. A call center receives an incoming telephone call from at least one caller and places the caller in an initial position in the hold queue. When a caller is in a hold queue at a call center, a request can be made to pause the caller's position in the hold queue. When the caller is ready to return to the hold queue or when the pause duration has expired, the caller becomes active in the hold queue.

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