Controlling hold queue position adjustment
First Claim
1. A method for call queue management, comprising:
- publishing a question of a first caller from among a plurality of callers waiting in a hold queue;
responsive to a second caller from among said plurality of callers indicating a readiness to answer to said question, connecting said first caller with said second caller; and
responsive to said second caller answering said question, awarding said second caller an advancement token for adjustment of a position of said second caller within said hold queue.
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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
18 Claims
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1. A method for call queue management, comprising:
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publishing a question of a first caller from among a plurality of callers waiting in a hold queue; responsive to a second caller from among said plurality of callers indicating a readiness to answer to said question, connecting said first caller with said second caller; and responsive to said second caller answering said question, awarding said second caller an advancement token for adjustment of a position of said second caller within said hold queue. - View Dependent Claims (2, 3, 4, 5, 6)
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7. A system for call queue management, comprising:
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a call center comprising a hold queue; said call center operative to publish a question of a first caller from among a plurality of callers waiting in said hold queue; said call center, responsive to a second caller from among said plurality of callers indicating a readiness to answer to said question, operative to connect said first caller with said second caller; and said call center, responsive to said second caller answering said question, operative to award said second caller an advancement token for adjustment of a position of said second caller within said hold queue. - View Dependent Claims (8, 9, 10, 11, 12)
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13. A computer program product for call queue management, said computer program product embodied on a recordable-type computer-readable medium comprising instructions which when executed on a computer system cause the computer system to:
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control publication of a question of a first caller from among a plurality of callers waiting in said hold queue; connect said first caller with said second caller indicating a readiness to answer said question; and award said second caller an advancement token for adjustment of a position of said second caller within said hold queue, responsive to said second caller answering said question. - View Dependent Claims (14, 15, 16, 17, 18)
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Specification