Controlling hold queue position adjustment

• US 7,245,716 B2
• Filed: 12/12/2001
• Issued: 07/17/2007
• Est. Priority Date: 12/12/2001
• Status: Expired due to Fees

• Current Assignee: International Business Machines Corporation
• Original Assignee: International Business Machines Corporation
• Inventors: Winters, Scott Lee, Paolini, Michael A., Brown, Michael Wayne, Weaver, James Mark, McIntyre, Joseph Herbert
• Primary Examiner(s): AL AUBAIDI, RASHA S
• Application Number:
  US10/015,382
• Publication Number:
  US 20030108185A1
• Time in Patent Office: 2,043 Days
• Field of Search: 379/265.01, 379/266.01, 379/309, 379/93.02, 379/93.03
• US Class Current: 379/266.01
• CPC Class Codes: H04M 3/385 using speech signals
• CPC Class Codes: H04M 3/523 with call distribution or queueing

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.

Claims

1. A method for caller position management within a hold queue comprising:

detecting an advancement token earned by a caller waiting in a hold queue; and

storing said advancement token for redemption in a future call by said caller according to an authenticated identifier for said caller, wherein said authenticated identifier for said caller is authenticated according to a voice identity of said caller, wherein future redemption of said advancement token will cause adjustment of a waiting position.

2. The method for caller position management within a hold queue according to claim 1, further comprising:

accessing a caller profile according to said authenticated identifier, wherein said caller profile comprises a previously earned advancement token; and

offering said caller an option of redeeming said previously earned advancement token to adjust a position of said caller within said hold queue.

3. The method for caller position management within a hold queue according to claim 1, wherein storing said advancement token further comprises:

storing said advancement token according to said authenticated identifier at a caller profile server accessible to a plurality of a call centers, wherein said advancement token is redeemable across a selection of said plurality of call centers for said future call.

4. The method for caller position management within a hold queue according to claim 1, wherein storing said advancement token further comprises:

storing said advancement token according to said authenticated identifier at a caller profile server accessible to said hold queue, wherein said advancement token is only redeemable at said hold queue for said future call.

5. The method for caller position management within a hold queue according to claim 1, further comprising:

redeeming a portion of said advancement token for adjusting a position of said caller within said hold queue; and

storing a remainder of said advancement token for said future call.

6. The method for caller position management within a hold queue according to claim 1, wherein an expiration date is assigned to said advancement token.

7. The method for caller position management within a hold queue according to claim 1, wherein said detecting an advancement token further comprises:

detecting said advancement token earned by a caller by participating in at least one from among a competition, a survey, and a redemption of membership points.

8. The method for caller position management within a hold queue according to claim 1, wherein redemption of said advancement token advances said caller a particular number of waiting positions.

9. The method for caller position management within a hold queue according to claim 1, wherein redemption of said advancement token advances said caller a particular amount of estimated wait time.

10. A system for caller position management within a hold queue comprising:

a call center comprising a hold queue;

means for detecting an advancement token earned by a caller waiting in said hold queue; and

means for storing said advancement token for redemption in a future call by said caller according to an authenticated identifier for said caller, wherein said authenticated identifier for said caller is authenticated according to a voice identity of said caller, wherein future redemption of said advancement token will cause adjustment of a waiting position.

11. The system for caller position management within a hold queue according to claim 10, further comprising:

means for accessing a caller profile according to said authenticated identifier, wherein said caller profile comprises a previously earned advancement token; and

means for offering said caller an option of redeeming said previously earned advancement token to adjust a position of said caller within said hold queue.

12. The system for caller position management within a hold queue according to claim 10, wherein said means for storing said advancement token further comprises:

means for storing said advancement token according to said authenticated identifier at a caller profile server accessible to a plurality of a call centers, wherein said advancement token is redeemable across a selection of said plurality of call centers for said future call.

13. The system for caller position management within a hold queue according to claim 10, wherein said means for storing said advancement token further comprises:

means for storing said advancement token according to said authenticated identifier at a caller profile server accessible to said hold queue, wherein said advancement token is only redeemable at said hold queue for said future call.

14. The system for caller position management within a hold queue according to claim 10, further comprising:

means for redeeming a portion of said advancement token for adjusting a position of said caller within said hold queue; and

means for storing a remainder of said advancement token for said future call.

15. The system for caller position management within a hold queue according to claim 10, wherein an expiration date is assigned to said advancement token.

16. The system for caller position management within a hold queue according to claim 10, wherein said means for detecting an advancement token further comprises:

means for detecting said advancement token earned by a caller by participating in at least one from among a competition, a survey, and a redemption of membership points.

17. The system for caller position management within a hold queue according to claim 10, wherein redemption of said advancement token advances said caller a particular number of waiting positions.

18. The system for caller position management within a hold queue according to claim 10, wherein redemption of said advancement token advances said caller a particular amount of estimated wait time.

19. A computer program product for caller position management within a hold queue, said computer program product embodied in a recordable-type computer-readable medium, comprising:

means, recorded on said computer-readable medium, for detecting an advancement token earned by a caller waiting in a hold queue;

means, recorded on said computer-readable medium, for authenticating an identifier for said caller according to a voice identity of said caller; and

means, recorded on said computer-readable medium, for storing said advancement token for redemption in a future call by said caller according to said authenticated identifier for said caller, wherein future redemption of said advancement token will cause adjustment of a waiting position.

20. The computer program product for caller position management within a hold queue according to claim 19, further comprising:

means, recorded on said computer-readable medium, for accessing a caller profile according to said authenticated identifier, wherein said caller profile comprises a previously earned advancement token; and

means, recorded on said computer-readable medium, means for offering said caller an option of redeeming said previously earned advancement token to adjust a position of said caller within said hold queue.

21. The computer program product for caller position management within a hold queue according to claim 19, further comprising:

means, recorded on said computer-readable medium, for storing said advancement token according to said authenticated identifier at a caller profile server accessible to a plurality of a call centers, wherein said advancement token is redeemable across a selection of said plurality of call centers for said future call.

22. The computer program product for caller position management within a hold queue according to claim 19, further comprising:

means, recorded on said computer-readable medium, for storing said advancement token according to said authenticated identifier at a caller profile server accessible to said hold queue, wherein said advancement token is only redeemable at said hold queue for said future call.

23. The computer program product for caller position management within a hold queue according to claim 19, further comprising:

means, recorded on said computer-readable medium, for redeeming a portion of said advancement token for adjusting a position of said caller within said hold queue; and

means, recorded on said computer-readable medium, for storing a remainder of said advancement token for said future call.

24. The computer program product for caller position management within a hold queue according to claim 19, further comprising:

means, recorded on said recording medium, for detecting said advancement token earned by a caller by participating in at least one from among a competition, a survey, and a redemption of membership points.