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System and method for providing call-back options

  • US 8,781,096 B2
  • Filed: 09/17/2013
  • Issued: 07/15/2014
  • Est. Priority Date: 12/02/2003
  • Status: Active Grant
First Claim
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1. A computer-implemented call routing method implemented by a call routing system for regulating activity of multiple call centers, the call routing system including at least a central server system having a processing unit, the method comprising:

  • receiving notification of inbound calls at the call routing system;

    setting a threshold wait time for determining the maximum amount of time a caller of said inbound calls may wait to be routed to a call target at one of multiple call centers;

    generating an automatic number identifier for identifying at least one caller of said inbound calls;

    retrieving account information based on said automatic number identification;

    selecting, a call target at one of multiple call centers for the at least one caller based on the account information of the caller and qualifications of the call target;

    dynamically assessing demands on the call routing system in relation to available resources;

    determining, using the processing unit, an estimated wait time for routing the caller to the call target at the selected call center selected based on the demands of the call routing system;

    holding the caller for the estimated wait time upon determining that the estimated wait time is less than the threshold wait time;

    providing multiple selectable call-back options upon holding the caller longer than the estimated wait time, the call-back options providing for at least one inbound caller to receive a call-back;

    receiving a selection of at least one of the multiple call-back options and sending the selection to the processing unit;

    scheduling, using the processing unit, a call-back based on the selected call-back option and storing scheduled call-back information in a database;

    reallocating resources in the call routing system based at least in part on the selected call-back option;

    retrieving, using the processing unit, the scheduled call-back information from the database and forwarding the call-back information to a voice response unit; and

    calling, using the voice response unit, the at least one caller from the selected call center based on the selected call-back option.

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