Method and system for call queueing and customer application...

Details Method and system for call queueing and customer application... Method and system for call queueing and customer application...

2006-09-19

2006-09-19

Chan, Wing (Department: 2614)

Telephonic communications

Centralized switching system

Call distribution to operator

C379S265010, C379S265110, C379S265100

Reexamination Certificate

active

07110524

ABSTRACT:
A system and method provide for the processing and routing of incoming calls for a call center. The system is specially configured such that incoming calls are prioritized and placed in a virtual queue if it is determined that a live call attendant is not available. While in the queue, the system is further configured such that the caller may initiate and participate in various interactive functions while simultaneously maintaining their priority position in the virtual call queue.

REFERENCES:
patent: 5703943 (1997-12-01), Otto
patent: 5978467 (1999-11-01), Walker et al.
patent: 6014439 (2000-01-01), Walker et al.
patent: 6125178 (2000-09-01), Walker et al.
patent: 6603854 (2003-08-01), Judkins et al.

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