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System and method for call routing and enabling interaction between callers with calls positioned in a queue

  • US 8,325,907 B2
  • Filed: 09/15/2008
  • Issued: 12/04/2012
  • Est. Priority Date: 04/11/1997
  • Status: Expired due to Fees
First Claim
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1. A system for processing telephone calls from a plurality of customers directed to a call center comprising:

  • an automated call distribution device for connecting customers to agents of a call center; and

    a voice response device operably connected to the automated call distribution device for obtaining customer information;

    wherein the automated call distribution device places a telephone call of a customer in a queue when a plurality of agents of the call center are unavailable, obtains first customer information from the voice response device, matches the first customer information to second customer information associated with an ongoing communication between a second customer and an agent, and instructs the voice response unit to offer the first customer the opportunity to monitor the ongoing communication.

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