Controlling hold queue position adjustment
First Claim
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.
1 Assignment
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Accused Products
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.
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Citations
24 Claims
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1. A method for caller position management within a hold queue comprising:
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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. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9)
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10. A system for caller position management within a hold queue comprising:
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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. - View Dependent Claims (11, 12, 13, 14, 15, 16, 17, 18)
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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:
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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. - View Dependent Claims (20, 21, 22, 23, 24)
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Specification