Method and apparatus for priority queuing of telephone calls

Details Method and apparatus for priority queuing of telephone calls Method and apparatus for priority queuing of telephone calls

1997-02-06

1999-08-31

Zebe, Krista M.

Telephonic communications

Centralized switching system

Call distribution to operator

379 9312, 379201, 379265, 379309, H04Q 364, H04M 342

Patent

active

059463880

ABSTRACT:
A PBX/automatic call distributor (ACD) system allows callers to exercise control over their rank order within a phone queue. The ACD accesses a call database and develops offers to be made to callers, based upon a caller reaching a particular position in a queue or at a position at which the call is first placed in the queue. An interactive voice response unit (IVRU) is employed to offer a caller a chance to move up in the queue in return for a payment. If the caller wishes to accept the offer, the caller responds by using the touch tone keys of his/her telephone and entering a credit card number, an account number, or indicating some other method of payment. The ACD then changes the rank order of the caller's call within the phone queue and alters the rank position of other calls within the queue, accordingly.

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