Managing use of experts by callers waiting in a hold queue

Details Managing use of experts by callers waiting in a hold queue Managing use of experts by callers waiting in a hold queue

2007-10-30

2007-10-30

Nguyen, Quynh H. (Department: 2614)

Telephonic communications

Centralized switching system

Call distribution to operator

C379S265110, C379S266010, C379S309000, C713S155000, C713S170000

Reexamination Certificate

active

11159024

ABSTRACT:
A method, system, and program for managing use of experts by callers waiting within a hold queue are provided. First, a call on hold in a hold queue is transferred to an expert system responsive to a request by the caller to speak with an expert. Then, responsive to detecting an answer by a party at the expert system, an authentication of the identity of the answering party is required. If the authenticated identity of the answering party matches an expected expert identity, then the call is connected to the expert, such that the expert is required to authenticate an identity before providing service to a call from the hold queue.

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