Method and apparatus for priority queuing of telephone calls

• US 5,946,388 A
• Filed: 02/06/1997
• Issued: 08/31/1999
• Est. Priority Date: 02/06/1997
• Status: Expired due to Term

• Current Assignee: Inventor Holdings LLC (Walker Innovation Inc. (f/k/a Patent Properties, Inc.))
• Original Assignee: Walker Asset Management Limited Partnership
• Inventors: Sparico, Thomas M., Jorasch, James A., Walker, Jay S.
• Primary Examiner(s): Zebe, Krista M.
• Assistant Examiner(s): Wolinsky, Scott
• Application Number:
  US08/796,132
• Time in Patent Office: 936 Days
• Field of Search: 379/265, 379/266, 379/309, 379/211, 379/93.12, 379/393, 379/201
• US Class Current: 379/266.01
• CPC Class Codes: H04M 15/00 Arrangements for metering, time-control or time indication ; Metering, charging or billing arrangements for voice wireline or wireless communications, e.g. VoIP
• CPC Class Codes: H04M 15/68 Payment of value-added services
• CPC Class Codes: H04M 15/745 Customizing according to wishes of subscriber, e.g. friends or family
• CPC Class Codes: H04M 2203/2011 Service processing based on information specified by a party before or during a call, e.g. information, tone or routing selection
• CPC Class Codes: H04M 2215/0108 Customization according to wishes of subscriber, e.g. customer preferences, friends and family, selecting services or billing options, Personal Communication Systems [PCS]
• CPC Class Codes: H04M 2215/0196 Payment of value-added services, mainly when their charges are added on the telephone bill, e.g. payment of non-telecom services, e-commerce, on-line banking
• CPC Class Codes: H04M 3/487 Arrangements for providing information services, e.g. recorded voice services or time announcements
• CPC Class Codes: H04M 3/523 with call distribution or queueing
• CPC Class Codes: H04M 3/5235 Dependent on call type or called number [DNIS]
• CPC Class Codes: H04M 3/5238 with waiting time or load prediction arrangements

Abstract

A PBX/automatic call distributor (ACD) system allows callers to exercise control over their rank order within a phone queue. The ACD accesses a call database and develops offers to be made to callers, based upon a caller reaching a particular position in a queue or at a position at which the call is first placed in the queue. An interactive voice response unit (IVRU) is employed to offer a caller a chance to move up in the queue in return for a payment. If the caller wishes to accept the offer, the caller responds by using the touch tone keys of his/her telephone and entering a credit card number, an account number, or indicating some other method of payment. The ACD then changes the rank order of the caller'"'"'s call within the phone queue and alters the rank position of other calls within the queue, accordingly.

Claims

1. A method for call processing, comprising the steps of:

(a) arranging call identifiers in a queue in dependence upon a time of receipt of calls corresponding thereto;

(b) in accordance with a criteria, providing a message to a caller, whose call identifier is present in said queue, said message offering an option for the caller'"'"'s call to receive an earlier answer in exchange for a payment; and

(c) responding to said caller'"'"'s acceptance of said offer by moving said caller'"'"'s call identifier within said queue.

2. The method as recited in claim 1, wherein step b) comprises the further steps of:

b1) measuring a time delay expected before a response is expected to be available for the call corresponding to a call identifier; and

b2) if the time delay expected before a response exceeds a time delay threshold, presenting said message to said caller.

3. The method as recited in claim 1, wherein step b) comprises the further steps of:

b1) determining a rank position of said call in said queue; and

b2) if the rank position of said call exceeds a preset value, presenting said message to said caller.

4. The method as recited in claim 1, wherein step b) comprises the further step of:

b1) offering to said caller an option to bid against other callers for a relative position within said queue.

5. The method as recited in claim 1, wherein step c) further comprises:

c1) placing said call identifier at a position in said queue that assures an earlier response.

6. A system for processing of received calls directed to a plurality of agents, comprising:

call distribution means for arranging call identifiers in a queue in dependence upon a time of receipt of calls corresponding thereto and operational in accordance with predetermined criteria, for outputting a message transmission signal;

voice response means operative in accordance with said message transmission signal from said call distribution means, for providing a message to a caller whose call identifier is present in said queue, said message offering an option for the caller'"'"'s call to receive an earlier response in exchange for a payment, and for informing said call distribution means of said caller'"'"'s acceptance of said offer; and

said call distribution means responsive to said informing for moving said caller'"'"'s call identifier in said queue so as to enable said caller'"'"'s call to be answered in a shorter period than if the offer had not been accepted.

7. The system as recited in claim 6, wherein said predetermined criteria is determined by said call distribution means measuring a probable time delay before a response is expected to be available for the call corresponding to a call identifier;

and if the time delay expected before a response exceeds a time delay threshold, causing said voice response means to present said message to said caller.

8. The system as recited in claim 6, wherein said predetermined criteria is determined by said call distribution means determining a rank position of said call in said queue and if the rank position of said call exceeds a preset value, causing said voice response means to present said message to said caller.

9. The system as recited in claim 6, wherein said predetermined criteria comprises offering to all callers an option to bid against other callers for relative position within said queue.

10. An automatic call distributor operative in combination with a voice response unit to process received calls directed to a plurality of agents, comprising:

a) means for arranging call identifiers in a queue in dependence upon a time of receipt of calls corresponding thereto;

b) means, operational in accordance with predetermined criteria, for outputting a message transmission signal which causes said voice response unit to provide a message to a caller, whose call identifier is present in said queue, said message offering an option for the caller'"'"'s call to be moved in said queue in exchange for a payment; and

c) means responsive to said means b) indicating said caller'"'"'s acceptance of said offer, by moving said caller'"'"'s call identifier in said queue so as to enable said caller'"'"'s call to be answered in a shorter period of time than if the offer had not been accepted.

11. The automatic call distributor as recited in claim 10, where in said p redetermined criteria is determined by said means b) measuring a probable time delay before a response is expected to be available for the call corresponding to a call identifier;

and if the time delay expected before a response exceeds a time delay threshold, signalling said voice response unit to present said message to said caller.

12. The automatic call distributor as recited in claim 10, wherein said predetermined criteria is based on a rank position of said call identifier in said queue and if the rank position of said call identifier exceeds a preset value, signalling said voice response unit to present said message to said caller.

13. The automatic call distributor as recited in claim 10, wherein said predetermined criteria is based on (i) a time delay anticipated before a response is expected to be available for said call corresponding to a call identifier and (ii) a determining of a rank position of said call in said queue;

and

if the time delay expected before a response exceeds a time delay threshold or if the rank position of said call identifier exceeds a preset value, signalling said voice response means to dispatch said message to said caller.

14. The automatic call distributor as recited in claim 10, wherein said means c) places said call in a further queue which enables an earlier response to said call.

15. A method of accessing a limited availability telephone information provider, comprising the steps of:

calling said telephone information provider and receiving a position in a queue of other callers awaiting access to said information;

receiving from said provider an offer to change said position in said queue in exchange for predetermined compensation, said offer including an option to bid for a second position in said queue; and

responding to said offer.

16. A method in accordance with claim 15, wherein said position in said queue is changed responsive to said responding step.

17. A method in accordance with claim 15, wherein said offer to change said position in said queue enables the call to be answered in a shortened period of time.

18. A method in accordance with claim 15, wherein said offer identifies one of many selectable positions in said queue.

19. A memory media for controlling a computer system to perform call processing, said memory media comprising:

a) means for controlling said computer system to arrange call identifiers in a queue in dependence upon a time of receipt of calls corresponding thereto;

b) means operative in accordance with a criteria, for controlling said computer system to provide a message to a caller, whose call identifier is present in said queue, said message offering an option for the caller'"'"'s call to receive an earlier answer in exchange for a payment; and

c) means for controlling said computer system to respond to said caller'"'"'s acceptance of said offer by arranging for said caller'"'"'s call to be answered in a shorter period than if the offer had not been accepted.

20. The memory media as recited in claim 19, wherein means b) further controls said computer system to:

b1) measure a time delay expected before a response is expected to be available for said call corresponding to a call identifier; and

b2) if the time delay expected before a response exceeds a time delay threshold, to present said message to said caller.

21. The memory media as recited in claim 19, wherein means b) further controls said computer system to:

b1) determine a rank position of said call in said queue; and

b2) if the rank position of said call exceeds a preset value, to present said message to said caller.

22. The memory media as recited in claim 19, wherein means b) further controls said computer system to:

b1) offer to every caller the option to bid in competition with other callers for a relative position within said queue.

23. The memory media as recited in claim 19, wherein means c) further controls said computer system to:

c1) place said call identifier higher in said queue so as to assure an earlier response thereto.

24. The memory media as recited in claim 19, wherein means c) further controls said computer system to:

c1) place said call in a further queue which assures an earlier response to said call.

25. A method for call processing, comprising the steps of:

receiving a call from a caller;

associating the call with a first time period in a queue;

providing, to the caller, a queue movement offer requiring a payment;

receiving, from the caller, a response to the queue movement offer; and

answering the call within a second time period that is shorter than the first time period, if the offer is accepted by the caller.

26. The method of claim 25, and further including the step of transmitting the queue movement offer to the caller in response to a position of the call in a queue.

27. The method of claim 25, and further including the step of transmitting the queue movement offer to the caller in response to an expected time period of the call in a queue.

28. The method of claim 25, wherein the step of answering the call within a second time period includes moving the call to a different position in a queue.

29. The method of claim 25, wherein the step of answering the call within a second time period includes moving the call to a different queue.

30. The method of claim 25, wherein the queue movement offer includes a payment amount.

31. The method of claim 25, and further including the step of receiving an indicator of the payment amount.

32. The method of claim 25, wherein the queue movement offer includes an option to bid for a queue movement.

33. The method of claim 25, wherein the queue movement offer includes an option to move to a top of a queue in exchange for a payment.

34. A method for call processing, comprising:

receiving a call;

transmitting an upgrade offer including a payment amount;

receiving a response to the upgrade offer;

if the response does not indicate an acceptance of the upgrade offer, answering the call within a first time period; and

if the response indicates an acceptance of the upgrade offer, answering the call within a second time period that is shorter than the first time period.

35. The method of claim 34, wherein the transmitting step is in response to a position of the call in a queue.

36. The method of claim 34, wherein the transmitting step is in response to an expected time period of the call in a queue.

37. The method of claim 34, wherein the step of answering the call within a second time period includes moving the call to a different position in a queue.

38. The method of claim 37, wherein the step of moving the call to a different position in a queue includes repositioning other calls in the queue.

39. The method of claim 34, wherein the step of answering the call within a second time period includes moving the call to a different queue.

40. The method of claim 34, and further including the step of receiving an indicator of the payment amount.

41. A method for call processing, comprising:

receiving a call;

transmitting an upgrade offer including an option to bid for a queue movement;

receiving a response to the upgrade offer;

if the response does not indicate an acceptance of the upgrade offer, answering the call within a first time period; and

if the response indicates an acceptance of the upgrade offer, answering the call within a second time period that is shorter than the first time period.

42. A method for call processing, comprising:

receiving a call;

transmitting an upgrade offer requiring a payment, and if the upgrade offer is declined;

transmitting a second upgrade offer requiring a payment with different terms;

receiving a response to the second upgrade offer;

if the response does not indicate an acceptance of the second upgrade offer, answering the call within a first time period; and

if the response indicates an acceptance of the second upgrade offer, answering the call within a second time period that is shorter than the first time period.

43. A method for call processing, comprising:

receiving a call;

placing the call in a queue;

transmitting an upgrade offer including a payment amount;

receiving an acceptance of the upgrade offer; and

moving the call up in the queue in response to the received acceptance, thereby moving the call closer to a top of the queue.

44. The method of claim 43, wherein the transmitting step is in response to a position of the call in the queue.

45. The method of claim 43, wherein the transmitting step is in response to an expected time period of the call in the queue.

46. The method of claim 43, and further including the step of receiving an indicator of the payment amount from the caller.

47. A method for call processing, comprising:

receiving a call;

placing the call in a queue;

transmitting an upgrade offer including an option to bid for a queue movement;

receiving an acceptance of the upgrade offer and a bid; and

moving the call up in the queue in response to the received acceptance and the bid, thereby moving the call closer to a top of the queue.

48. A method for call processing, comprising:

receiving a call;

placing the call in a queue;

transmitting an upgrade offer including an option to select one of a plurality of available positions in the queue in exchange for a corresponding payment amount;

receiving an acceptance of the upgrade offer; and

moving the call up in the queue in response to the received acceptance and the corresponding payment amount, thereby moving the call closer to a top of the queue.

49. A method for call processing, comprising:

receiving a call;

placing the call in a queue, the call having a position in the queue;

transmitting an upgrade offer including a payment amount;

receiving an acceptance of the upgrade offer; and

responsive to the acceptance, repositioning the call in the queue to a higher rank.

50. The method of claim 49, wherein the transmitting step is in response to a position of the call in the queue.

51. The method of claim 49, wherein the transmitting step is in response to an expected time period of the call in the queue.

52. The method of claim 49, and further including the step of receiving an indicator of the payment amount.

53. A method for call processing, comprising:

receiving a call;

placing the call in a queue, the call having a position in the queue;

transmitting an upgrade offer including an option to bid for a queue position;

receiving an acceptance of the upgrade offer; and

repositioning the call in the queue to a higher rank.

54. A method for call processing, comprising:

receiving a call from a caller;

placing the call in a queue, the call having a position in the queue;

transmitting an upgrade offer requiring a payment, and if the upgrade offer is not accepted;

transmitting periodically a plurality of subsequent upgrade offers, each requiring a payment, to the caller;

receiving an acceptance of one of the plurality of subsequent upgrade offers; and

repositioning the call in the queue to a higher rank.

55. A method for call processing, comprising:

receiving a call;

placing the call in a queue, the call having a position in the queue;

transmitting an upgrade offer including a payment amount;

receiving an acceptance of the upgrade offer; and

responsive to the acceptance, altering the position of the call in the queue such that the call may be answered in a shorter period of time than if the position had not been altered.

56. The method of claim 55, wherein the transmitting step is in response to a position of the call in the queue.

57. The method of claim 55, wherein the transmitting step is in response to an expected time period of the call in the queue.

58. The method of claim 55, and further including the step of receiving an indicator of the payment amount.

59. A method for call processing, comprising:

receiving a call;

placing the call in a queue, the call having a position in the queue;

transmitting an upgrade offer including an option to bid for a queue position;

receiving an acceptance of the upgrade offer; and

altering the position of the call in the queue such that the call may be answered in a shorter period of time than if the position had not been altered.

60. A method for call processing, comprising:

receiving a call;

placing the call in a queue, the call having a position in the queue;

transmitting an upgrade offer including an option to select one of multiple available positions in the queue;

receiving an acceptance of the upgrade offer and a selection of one of the multiple available positions; and

altering the position of the call in the queue in accordance with the selection, whereby the call may be answered in a shorter period of time than if the position had not been altered.

61. The method of claim 60, wherein each of the multiple available positions includes a corresponding fee.

62. A method for call processing, comprising:

receiving a call;

placing the call in a queue;

transmitting an upgrade offer including a payment amount while the call is in the queue;

receiving an acceptance of the upgrade offer while the call is in the queue; and

moving the call from the queue to a priority queue in response to the acceptance, the priority queue having a guarantee of response within a predetermined time.

63. The method of claim 62, wherein the transmitting step is in response to a position of the call in the queue.

64. The method of claim 62, wherein the transmitting step is in response to an expected time period of the call in the queue.

65. The method of claim 62, and further including the step of receiving an indicator of the payment amount.

66. A method for call processing, comprising:

receiving a call;

placing the call in a queue;

transmitting an upgrade offer including an option to bid for a queue position while the call is in the queue;

receiving an acceptance of the upgrade offer while the call is in the queue; and

moving the call from the queue to a priority queue in response to the acceptance, the priority queue having a guarantee of response within a predetermined time.

67. A method for call processing, comprising:

receiving a call;

placing the call in a queue;

transmitting an upgrade offer including a payment amount while the call is in the queue, and if the upgrade offer is not accepted;

transmitting at least one subsequent offer to the caller;

receiving an acceptance of one of the subsequent upgrade offers while the call is in the queue; and

moving the call from the queue to a priority queue in response to the acceptance, the priority queue having a guarantee of response within a predetermined time.

68. The method of claim 67, wherein the at least one subsequent upgrade offer is transmitted to the caller a predetermined period of time following the upgrade offer.

69. A method of processing a telephone call, comprising the steps of:

receiving a telephone call from a caller;

placing said telephone call on hold;

transmitting to said caller while said telephone call is on hold an offer to shorten the time period said telephone call will be on hold in exchange for a monetary payment;

responding to said call, if said offer is not accepted, in a first period of time; and

responding to said call, if said offer is accepted, in a second period of time shorter than said first period of time.

70. The method of claim 69, wherein said transmitting step is in response to a position of said call in a queue.

71. The method of claim 69, wherein said transmitting step is in response to an expected time period of said call on hold.

72. The method of claim 69, and further including the step of receiving an indicator of said monetary payment.

73. The method of claim 72, wherein said indicator includes an account number.

74. The method of claim 69, wherein said offer includes an option to bid for a shortened period of time on hold.

75. The method of claim 69, wherein said transmitting step includes the step of, if said offer is not accepted, transmitting at least one subsequent offer having a different monetary payment to said caller.

76. The method of claim 75, wherein said step of transmitting at least one subsequent offer is performed a predetermined period of time following said step of transmitting an offer.

77. A method of call processing, comprising the steps of:

receiving a telephone call from a caller;

placing said telephone call on hold including assigning said telephone call a position in a queue;

transmitting to said caller an offer to shorten a time period said telephone call will be on hold in exchange for a payment;

receiving an acceptance of said offer, while said call is on hold, including an indication of said payment; and

shortening, responsive to said step of receiving an acceptance, said time period.

78. The method of claim 77, wherein said transmitting step is in response to a position of said telephone call in said queue.

79. The method of claim 78, wherein said transmitting step is in response to said telephone call reaching a selected position in said queue.

80. The method of claim 78, wherein said transmitting step is in response to the initial placing of said telephone call in said queue.

81. The method of claim 77, wherein said transmitting step is in response to an expected time period of said call on hold.

82. The method of claim 77, wherein said indication of said payment comprises an account number.

83. The method of claim 82, wherein said account number comprises a credit card account number.

84. The method of claim 77, wherein said offer includes an option to bid for a shortened period of time on hold.

85. A method of processing a telephone call, comprising the steps of:

receiving a telephone call from a caller;

placing said telephone call on hold;

transmitting to said caller while said telephone call is on hold an offer to bid against other callers to shorten a time period said telephone call will be on hold;

receiving a response to said offer; and

receiving, if said offer is accepted, an indication of a value of the bid.

86. The method of claim 85, wherein said transmitting step is in response to a position of said call in a queue.

87. The method of claim 85, wherein said transmitting step is in response to an expected time period of said call on hold.

88. The method of claim 85, wherein said step of receiving an indication of a value includes receiving an account number.

89. The method of claim 85, and further including the step of, responsive to an acceptance of said offer, moving a position of said telephone call in a queue.

90. The method of claim 85, and further including the step of, responsive to an acceptance of said offer, moving said telephone call to a priority queue.

91. A method of accessing a telephone service provider, comprising the steps of:

placing a telephone call to a service provider;

receiving a position on hold in a queue with other telephone callers awaiting access to said service provider;

receiving an offer while on hold to decrease a time period in said queue in exchange for a payment;

responding to said offer; and

receiving, if the responding is an acceptance of said offer, a decrease in said time period for access to said service provider.

92. The method of claim 91, wherein said step of responding to said offer further includes providing said payment.

93. The method of claim 92, wherein said step of providing said payment includes providing an account number.

94. The method of claim 91, wherein said offer includes an option to bid against other callers for a decrease in said time period.

95. The method of claim 91, wherein said offer includes an option to select one of multiple available positions in a queue.

96. The method of claim 91, and further including the step of receiving, if said offer is not accepted, at least one subsequent offer having a corresponding payment amount.

97. A method of accessing a telephone service provider, comprising the steps of:

placing a telephone call to a service provider;

receiving a position on hold in a queue with other telephone callers awaiting access to said service provider;

receiving an offer while on hold to bid against other callers to decrease a time period in said queue;

responding to said offer; and

providing, if said responding is an acceptance of said offer, an indication of a value of the bid.

98. The method of claim 97, wherein said indication of a value includes an account number.

99. A system for call processing, comprising:

means for receiving a call from a caller;

means for placing the call in a queue;

means for transmitting a queue movement offer including a payment amount to the caller;

means for receiving a response to the queue movement offer;

means for answering the call within a first time period, if the response to the queue movement offer for the call is not accepted; and

means for answering the call within a second time period that is shorter than the first time period, if the response to the queue movement offer for the call is accepted.

100. The system of claim 99, wherein said means for transmitting further includes means for transmitting the queue movement offer to the caller in response to a position of the call in a queue.

101. The system of claim 99, wherein said means for transmitting includes means for transmitting the queue movement offer to the caller in response to an expected time period of the call in a queue.

102. The system of claim 99, wherein the means for answering the call within a second time period includes means for moving the call to a different position in a queue.

103. The system of claim 99, wherein the means for answering the call within a second time period includes means for moving the call to a different queue.

104. The system of claim 99, and further including means for receiving an indicator of the payment amount.

105. A system for call processing, comprising:

means for receiving a call from a caller;

means for placing the call in a queue;

means for transmitting a queue movement offer including an option to bid for a queue movement to the caller;

means for receiving a response to the queue movement offer;

means for answering the call within a first time period, if the response to the queue movement offer for the call is not accepted; and

means for answering the call within a second time period that is shorter than the first time period, if the response to the queue movement offer for the call is accepted.

106. A system for call processing, comprising:

means for receiving a call from a caller;

means for placing the call in a queue;

means for transmitting to the caller a queue movement offer including an option to move to a top of the queue in exchange for a payment;

means for receiving a response to the queue movement offer;

means for answering the call within a first time period, if the response to the queue movement offer for the call is not accepted; and

means for answering the call within a second time period that is shorter than the first time period, if the response to the queue movement offer for the call is accepted.

107. A system for call processing, comprising:

means for receiving a call from a caller;

means for transmitting a queue movement offer including a payment amount to the caller;

means for receiving a response to the queue movement offer from the caller;

means, if the response does not indicate an acceptance of the queue movement offer, for answering the call within a first time period; and

means, if the response indicates an acceptance of the queue movement offer, for answering the call within a second time period that is shorter than the first time period.

108. The system of claim 107, wherein the means for transmitting is responsive to a position of the call in a queue.

109. The system of claim 107, wherein the means for transmitting is responsive to an expected time period of the call in a queue.

110. The system of claim 107, wherein the means for answering the call within a second time period includes means for moving the call to a different position in a queue.

111. The system of claim 110, wherein the means for moving the call to a different position in a queue includes means for repositioning other calls in the queue.

112. The system of claim 107, wherein the means for answering the call within a second time period includes means for moving the call to a different queue.

113. The system of claim 107, and further including means for receiving an indicator of the payment amount.

114. A system for call processing, comprising:

means for receiving a call from a caller;

means for transmitting a queue movement offer including an option to bid for a queue movement;

means for receiving a response to the queue movement offer from the caller;

means, if the response does not indicate an acceptance of the queue movement offer, for answering the call within a first time period; and

means, if the response indicates an acceptance of the queue movement offer, for answering the call within a second time period that is shorter than the first time period.

115. A system for call processing, comprising:

means for receiving a call from a caller;

means for transmitting a first queue movement offer requiring a payment;

means for transmitting a second queue movement offer requiring a payment with different terms, if the first queue movement offer is declined;

means for receiving a response to the second queue movement offer from the caller;

means, if the response does not indicate an acceptance of the second queue movement offer, for answering the call within a first time period; and

means, if the response indicates an acceptance of the second queue movement offer, for answering the call within a second time period that is shorter than the first time period.

116. A system for call processing, comprising:

means for receiving a call from a caller;

means for placing the call in a queue;

means for transmitting an upgrade offer including a payment amount to the caller;

means for receiving an acceptance of the upgrade offer; and

means for moving the call up in the queue in response to the received acceptance, thereby moving the call closer to a top of the queue.

117. The system of claim 116, wherein the means for transmitting is responsive to a position of the call in the queue.

118. The system of claim 116, wherein the means for transmitting is responsive to an expected time period of the call in the queue.

119. The system of claim 116, and further including means for receiving an indicator of the payment amount from the caller.

120. A system for call processing, comprising:

means for receiving a call from a caller;

means for placing the call in a queue;

means for transmitting to the caller an upgrade offer including an option to bid for a queue movement;

means for receiving an acceptance of the upgrade offer; and

means for moving the call up in the queue in response to the received acceptance, thereby moving the call closer to a top of the queue.

121. A system for call processing, comprising:

means for receiving a call from a caller;

means for placing the call in a queue;

means for transmitting an upgrade offer including an option to select one of a plurality of available positions in the queue in exchange for a corresponding payment amount;

means for receiving an acceptance of the upgrade offer and a selection of one of the plurality of available positions; and

means for moving the call up in the queue to the one of the plurality of available positions in response to the received acceptance and the selection, thereby moving the call closer to a top of the queue.

122. A system for call processing, comprising:

means for receiving a call from a caller;

means for placing the call in a queue, the call having a rank in the queue;

means for transmitting an upgrade offer including a payment amount to the caller;

means for receiving an acceptance of the upgrade offer; and

means for repositioning, in response to the acceptance, the call in the queue to a higher rank.

123. The system of claim 122, wherein the means for transmitting is responsive to a position of the call in the queue.

124. The system of claim 122, wherein the means for transmitting is responsive to an expected time period of the call in the queue.

125. The system of claim 122, and further including means for receiving an indicator of the payment amount.

126. A system for call processing, comprising:

means for receiving a call from a caller;

means for placing the call in a queue, the call having a rank in the queue;

means for transmitting to the caller an upgrade offer including an option to bid for a queue position;

means for receiving an acceptance of the upgrade offer; and

means for repositioning, in response to the acceptance, the call in the queue to a higher rank.

127. A system for call processing, comprising:

means for receiving a call from a caller;

means for placing the call in a queue, the call having a rank in the queue;

means for transmitting an upgrade offer, requiring a payment, to the caller;

means for transmitting periodically to the caller a plurality of subsequent upgrade offers, each requiring a payment, if the upgrade offer is not accepted;

means for receiving an acceptance of one of the plurality of subsequent upgrade offers; and

means for repositioning, in response to the acceptance, the call in the queue to a higher rank.

128. A system for call processing, comprising:

means for receiving a call from a caller;

means for placing the call in a queue, the call having a position in the queue;

means for transmitting an upgrade offer including a payment amount to the caller;

means for receiving an acceptance of the upgrade offer from the caller; and

means for altering, in response to the acceptance, the position of the call in the queue such that the call may be answered in a shorter period of time that if the position had not been altered.

129. The system of claim 128, wherein the means for transmitting is responsive to a position of the call in the queue.

130. The system of claim 128, wherein the means for transmitting is responsive to an expected time period of the call in the queue.

131. The system of claim 128 and further including means for receiving an indicator of the payment amount.

132. A system for call processing, comprising:

means for receiving a call from a caller;

means for placing the call in a queue, the call having a position in the queue;

means for transmitting to the caller an upgrade offer including an option to bid for a queue position;

means for receiving an acceptance of the upgrade offer from the caller; and

means for altering, in response to the acceptance, the position of the call in the queue such that the call may be answered in a shorter period of time that if the position had not been altered.

133. A system for call processing, comprising:

means for receiving a call from a caller;

means for placing the call in a queue, the call having a position in the queue;

means for transmitting to the caller an upgrade offer including an option to select one of multiple available positions in the queue;

means for receiving an acceptance of the upgrade offer from the caller and a selection of one of the multiple available positions; and

means for altering, in response to the acceptance, the position of the call in the queue to the selected one of the multiple available positions, whereby the call may be answered in a shorter period of time that if the position had not been altered.

134. The system of claim 133, wherein each of the multiple available positions includes a corresponding fee.

135. A system for call processing, comprising:

means for receiving a call from a caller;

means for placing the call in a queue;

means for transmitting an upgrade offer including a payment amount to the caller while the call is in the queue;

means for receiving an acceptance of the upgrade offer while the call is in the queue; and

means for moving the call from the queue to a priority queue in response to the acceptance, the priority queue having a guarantee of response within a predetermined time.

136. The system of claim 135, wherein the means for transmitting is responsive to a position of the call in the queue.

137. The system of claim 135, wherein the means for transmitting is responsive to an expected time period of the call in the queue.

138. The system of claim 135, and further including means for receiving an indicator of the payment amount.

139. A system for call processing, comprising:

means for receiving a call from a caller;

means for placing the call in a queue;

means for transmitting to the caller an upgrade offer including an option to bid for a queue position while the call is in the queue;

means for receiving an acceptance of the upgrade offer while the call is in the queue; and

means for moving the call from the queue to a priority queue in response to the acceptance, the priority queue having a guarantee of response within a predetermined time.

140. A system for call processing, comprising:

means for receiving a call from a caller;

means for placing the call in a queue;

means for transmitting an upgrade offer including a payment amount to the caller while the call is in the queue;

means for transmitting to the caller at least one subsequent offer, if the upgrade offer is not accepted;

means for receiving an acceptance of the at least one upgrade offer while the call is in the queue; and

means for moving the call from the queue to a priority queue in response to the acceptance, the priority queue having a guarantee of response within a predetermined time.

141. The system of claim 140, wherein the means for transmitting at least one subsequent offer includes means for transmitting the one subsequent offer to the caller a predetermined period of time following the upgrade offer.

142. A system for processing a telephone call, comprising:

means for receiving a telephone call from a caller;

means for placing said telephone call on hold;

means for transmitting to said caller while said telephone call is on hold an offer to shorten the time period said telephone call will be on hold in exchange for a monetary payment;

means for responding to said call, if said offer is not accepted, in a first period of time; and

means for responding to said call, if said offer is accepted, in a second period of time shorter than said first period of time.

143. The system of claim 142, wherein said means for transmitting is responsive to a position of said call in a queue.

144. The system of claim 142, wherein said means for transmitting is responsive to an expected time period of said call on hold.

145. The system of claim 142, and further including means for receiving an indicator of said monetary payment.

146. The system of claim 145, wherein said indicator includes an account number.

147. The system of claim 142, wherein said offer includes an option to bid for a shortened period of time on hold.

148. The system of claim 142, wherein said means for transmitting includes means for transmitting, if said offer is not accepted, at least one subsequent offer having a different monetary payment to said caller.

149. The system of claim 148, wherein said means for transmitting at least one subsequent offer operates at a predetermined period of time following transmission of the offer.

150. A system for call processing, comprising:

means for receiving a telephone call from a caller;

means for placing said telephone call on hold including assigning said telephone call a position in a queue;

means for transmitting to said caller an offer to shorten a time period said telephone call will be on hold in exchange for a payment;

means for receiving an acceptance of said offer, while said call is on hold, including an indication of said payment; and

means for shortening, responsive to said step of receiving an acceptance, said time period.

151. The system of claim 150, wherein said means for transmitting is responsive to a position of said telephone call in said queue.

152. The system of claim 151, wherein said means for transmitting is responsive to said telephone call reaching a selected position in said queue.

153. The system of claim 151, wherein said means for transmitting is responsive to the initial placing of said telephone call in said queue.

154. The system of claim 150, wherein said means for transmitting is responsive to an expected time period of said call on hold.

155. The system of claim 150, wherein said indication of said payment comprises an account number.

156. The system of claim 155, wherein said account number comprises a credit card account number.

157. The system of claim 150, wherein said offer includes an option to bid for a shortened period of time on hold.

158. A system for processing a telephone call, comprising:

means for receiving a telephone call from a caller;

means for placing said telephone call on hold;

means for transmitting to said caller while said telephone call is on hold an offer to bid against other callers to shorten a time period said telephone call will be on hold;

means for receiving a response to said offer; and

means for receiving, if said offer is accepted, an indication of a value of the bid.

159. The system of claim 158, wherein said means for transmitting is responsive to a position of said call in a queue.

160. The system of claim 158, wherein said means for transmitting is responsive to an expected time period of said call on hold.

161. The system of claim 158, wherein said means for receiving an indication of a value includes means for receiving an account number.

162. The system of claim 158, and further including means for, responsive to an acceptance of said offer, moving a position of said telephone call in a queue.

163. The system of claim 158, and further including means for, responsive to an acceptance of said offer, moving said telephone call to a priority queue.

164. A system for accessing a telephone service provider, comprising:

means for placing a telephone call to a service provider;

means for receiving a position on hold in a queue with other telephone callers awaiting access to said service provider;

means for receiving an offer while on hold to decrease a time period in said queue in exchange for a payment;

means for responding to said offer; and

means for receiving, if the responding is an acceptance of said offer, a decrease in said time period for access to said service provider.

165. The system of claim 164, wherein said means for responding to said offer further includes means for providing said payment.

166. The system of claim 165, wherein said means for providing said payment includes means for providing an account number.

167. The system of claim 164, wherein said offer includes an option to bid against other callers for a decrease in said time period.

168. The system of claim 164, wherein said offer includes an option to select one of multiple available positions in a queue.

169. The system of claim 164, and further including means for receiving, if said offer is not accepted, at least one subsequent offer having a corresponding payment amount.

170. A system for accessing a telephone service provider, comprising:

means for placing a telephone call to a service provider;

means for receiving a position on hold in a queue with other telephone callers awaiting access to said service provider;

means for receiving an offer while on hold to bid against other callers to decrease a time period in said queue;

means for responding to said offer; and

means for providing, if said responding is an acceptance of said offer, an indication of a value of the bid.

171. The system of claim 170, wherein said indication of a value includes an account number.

172. A system for call processing, comprising:

a processor;

a memory connected to the processor and including instructions for controlling the processor;

the processor operative with the instructions in the memory to;

receive a call from a caller;

place the call in a queue;

transmit to the caller a queue movement offer including a payment amount;

answer the call within a first time period, if a response to the queue movement offer for the call is not accepted; and

answer the call within a second time period that is shorter than the first time period, if a response to the queue movement offer for the call is accepted.

173. The system of claim 172, wherein the processor is further operative with the instructions in the memory to:

transmit the queue movement offer to the caller in response to a position of the call in a queue.

174. The system of claim 172, wherein the processor is further operative with the instructions in the memory to:

transmit the queue movement offer to the caller in response to an expected time period of the call in a queue.

175. The system of claim 172, wherein the processor is further operative with the instructions in the memory to:

move, if answering the call within the second time period, the call to a different position in a queue.

176. The system of claim 172, wherein the processor is further operative with the instructions in the memory to:

move, if answering the call within the second time period, the call to a different queue.

177. The system of claim 172, wherein the processor is further operative with the instructions in the memory to:

receive an indicator of the payment amount.

178. A system for call processing, comprising:

a processor;

a memory connected to the processor and including instructions for controlling the processor;

the processor operative with the instructions in the memory to;

receive a call from a caller;

place the call in a queue;

transmit to the caller a queue movement offer including an option to bid for a queue movement;

answer the call within a first time period, if a response to the queue movement offer for the call is not accepted; and

answer the call within a second time period that is shorter than the first time period, if a response to the queue movement offer for the call is accepted.

179. A system for call processing, comprising:

a processor;

a memory connected to the processor and including instructions for controlling the processor;

the processor operative with the instructions in the memory to;

receive a call from a caller;

place the call in a queue;

transmit to the caller a queue movement offer including an option to move to a top of a queue in exchange for a payment;

answer the call within a first time period, if a response to the queue movement offer for the call is not accepted; and

answer the call within a second time period that is shorter than the first time period, if a response to the queue movement offer for the call is accepted.

180. A system for call processing, comprising:

a processor;

a memory connected to the processor and including instructions for controlling the processor;

the processor operative with the instructions in the memory to;

receive a call from a caller;

transmit a queue movement offer including a payment amount to the caller;

receive a response to the queue movement offer from the caller;

answer, if the response does not indicate an acceptance of the queue movement offer, the call within a first time period; and

answer, if the response indicates an acceptance of the queue movement offer, the call within a second time period that is shorter than the first time period.

181. The system of claim 180, wherein the processor operation of transmitting is in response to a position of the call in a queue.

182. The system of claim 180, wherein the processor operation of transmitting is in response to an expected time period of the call in a queue.

183. The system of claim 180, wherein the processor operation of answering the call within a second time period includes moving the call to a different position in a queue.

184. The system of claim 183, wherein the processor operation of moving the call to a different position in a queue includes repositioning other calls in the queue.

185. The system of claim 180, wherein the processor operation of answering the call within a second time period includes moving the call to a different queue.

186. The system of claim 180, wherein the processor is further operative with the instructions in the memory to:

receive an indicator of the payment amount.

187. A system for call processing, comprising:

a processor;

a memory connected to the processor and including instructions for controlling the processor;

the processor operative with the instructions in the memory to;

receive a call from a caller;

transmit to the caller a queue movement offer including an option to bid for a queue movement;

receive a response to the queue movement offer from the caller;

answer, if the response does not indicate an acceptance of the queue movement offer, the call within a first time period; and

answer, if the response indicates an acceptance of the queue movement offer, the call within a second time period that is shorter than the first time period.

188. A system for call processing, comprising:

a processor;

a memory connected to the processor and including instructions for controlling the processor;

the processor operative with the instructions in the memory to;

receive a call from a caller;

transmit a queue movement offer including a payment amount to the caller, and if the queue movement offer is declined;

transmit a second queue movement offer with different terms;

receive a response to the second queue movement offer from the caller;

answer the call within a first time period, if the response does not indicate an acceptance of the second queue movement offer; and

answer the call within a second time period that is shorter than the first time period, if the response indicates an acceptance of the second queue movement offer.

189. A system for call processing, comprising:

a processor;

a memory connected to the processor and including instructions for controlling the processor;

the processor operative with the instructions in the memory to;

receive a call from a caller;

place the call in a queue;

transmit an upgrade offer including a payment amount to the caller;

receive an acceptance of the upgrade offer; and

move the call up in the queue in response to the received acceptance, thereby moving the call closer to a top of the queue.

190. The system of claim 189, wherein the processor operation of transmitting is in response to a position of the call in the queue.

191. The system of claim 189, wherein the processor operation of transmitting is in response to an expected time period of the call in the queue.

192. The system of claim 189, wherein the processor is further operative with the instructions in the memory to:

receive an indicator of the payment amount from the caller.

193. A system for call processing comprising:

a processor;

a memory connected to the processor and including instructions for controlling the processor;

the processor operative with the instructions in the memory to;

receive a call from a caller;

place the call in a queue;

transmit to the caller an upgrade offer including an option to bid for a queue movement;

receive an acceptance of the upgrade offer; and

move the call up in the queue in response to the received acceptance, thereby moving the call closer to a top of the queue.

194. A system for call processing, comprising:

a processor;

a memory connected to the processor and including instructions for controlling the processor;

the processor operative with the instructions in the memory to;

receive a call from a caller;

place the call in a queue;

transmit to the caller an upgrade offer including an option to select one of a plurality of available positions in the queue in exchange for a corresponding payment amount;

receive an acceptance of the upgrade offer and a selection of one of the plurality of available positions; and

move the call up in the queue to the one of the plurality of available positions in response to the received acceptance and the selection, thereby moving the call closer to a top of the queue.

195. A system for call processing, comprising:

a processor;

a memory connected to the processor and including instructions for controlling the processor;

the processor operative with the instructions in the memory to;

receive a call from a caller;

place the call in a queue, the call having a rank in the queue;

transmit an upgrade offer including a payment amount to the caller;

receive an acceptance of the upgrade offer; and

reposition, in response to the acceptance, the call in the queue to a higher rank.

196. The system of claim 195, wherein the processor operation of transmitting is in response to a position of the call in the queue.

197. The system of claim 195, wherein the processor operation of transmitting is in response to an expected time period of the call in the queue.

198. The system of claim 195, wherein the processor is further operative with the instructions in the memory to:

receive an indicator of the payment amount.

199. A system for call processing, comprising:

a processor;

a memory connected to the processor and including instructions for controlling the processor;

the processor operative with the instructions in the memory to;

receive a call from a caller;

place the call in a queue, the call having a rank in the queue;

transmit to the caller an upgrade offer including an option to bid for a queue position;

receive an acceptance of the upgrade offer; and

reposition, in response to the acceptance, the call in the queue to a higher rank.

200. A system for call processing, comprising:

a processor;

a memory connected to the processor and including instructions for controlling the processor;

the processor operative with the instructions in the memory to;

receive a call from a caller;

place the call in a queue, the call having a rank in the queue;

transmit an upgrade offer, requiring a payment, to the caller, and if the upgrade offer is not accepted;

transmit periodically, a plurality of subsequent upgrade offers, each requiring a payment, to the caller;

receive an acceptance of one of the plurality of subsequent upgrade offers; and

reposition, in response to the acceptance, the call in the queue to a higher rank.

201. A system for call processing, comprising:

a processor;

a memory connected to the processor and including instructions for controlling the processor;

the processor operative with the instructions in the memory to;

receive a call from a caller;

place the call in a queue, the call having a position in the queue;

transmit an upgrade offer including a payment amount to the caller;

receive an acceptance of the upgrade offer from the caller; and

alter, in response to the acceptance, the position of the call in the queue such that the call may be answered in a shorter period of time that if the position had not been altered.

202. The system of claim 201, wherein the processor operation of transmitting is in response to a position of the call in the queue.

203. The system of claim 201, wherein the processor operation of transmitting is in response to an expected time period of the call in the queue.

204. The system of claim 201, wherein the processor is further operative with the instructions in the memory to:

receive an indicator of the payment amount.

205. A system for call processing, comprising:

a processor;

a memory connected to the processor and including instructions for controlling the processor;

the processor operative with the instructions in the memory to;

receive a call from a caller;

place the call in a queue, the call having a position in the queue;

transmit to the caller an upgrade offer including an option to bid for a queue position;

receive an acceptance of the upgrade offer from the caller; and

alter, in response to the acceptance, the position of the call in the queue such that the call may be answered in a shorter period of time that if the position had not been altered.

206. A system for call processing, comprising:

a processor;

a memory connected to the processor and including instructions for controlling the processor;

the processor operative with the instructions in the memory to;

receive a call from a caller;

place the call in a queue, the call having a position in the queue;

transmit to the caller an upgrade offer including an option to select one of multiple available positions in the queue;

receive an acceptance of the upgrade offer and a selection of one of the multiple available positions from the caller; and

alter, in response to the acceptance, the position of the call in the queue to the one of the multiple available positions, whereby the call may be answered in a shorter period of time that if the position had not been altered.

207. The system of claim 206, wherein each of the multiple available positions includes a corresponding fee.

208. A system for processing a telephone call, comprising:

a processor;

a memory connected to said processor and including instructions for controlling said processor;

said processor operative with said instructions in said memory to;

receive a telephone call from a caller;

place said telephone call on hold;

transmit to said caller while said telephone call is on hold an offer to shorten the time period said telephone call will be on hold in exchange for a monetary payment;

respond to said call, if said offer is not accepted, in a first period of time; and

respond to said call, if said offer is accepted, in a second period of time shorter than said first period of time.

209. The system of claim 208, wherein said processor operation of transmitting is in response to a position of said call in a queue.

210. The system of claim 208, wherein said processor operation of transmitting is in response to an expected time period of said call on hold.

211. The system of claim 208, wherein said processor is further operative with said instructions in said memory to:

receive an indicator of said monetary payment.

212. The system of claim 211, wherein said indicator includes an account number.

213. The system of claim 208, wherein said offer includes an option to bid for a shortened period of time on hold.

214. The system of claim 208, wherein said processor operation of transmitting includes transmitting, if said offer is not accepted, at least one subsequent offer having a different monetary payment to said caller.

215. The system of claim 214, wherein said processor operation of transmitting at least one subsequent offer is performed a predetermined period of time following said processor operation of transmitting an offer.

216. A system for call processing, comprising:

a processor;

a memory connected to said processor and including instructions for controlling said processor;

said processor operative with said instructions in said memory to;

receive a telephone call from a caller;

place said telephone call on hold including assigning said telephone call a position in a queue;

transmit to said caller an offer to shorten a time period said telephone call will be on hold in exchange for a payment;

receive an acceptance of said offer, while said call is on hold, including an indication of said payment; and

shorten, responsive to said step of receiving an acceptance, said time period.

217. The system of claim 216, wherein said processor operation of transmitting is in response to a position of said telephone call in said queue.

218. The system of claim 217, wherein said processor operation of transmitting is in response to said telephone call reaching a selected position in said queue.

219. The system of claim 217, wherein said processor operation of transmitting is in response to the initial placing of said telephone call in said queue.

220. The system of claim 216, wherein said processor operation of transmitting is in response to an expected time period of said call on hold.

221. The system of claim 216, wherein said indication of said payment comprises an account number.

222. The system of claim 221, wherein said account number comprises a credit card account number.

223. The system of claim 216, wherein said offer includes an option to bid for a shortened period of time on hold.

224. A system for processing a telephone call, comprising:

a processor;

a memory connected to said processor and including instructions for controlling said processor;

said processor operative with said instructions in said memory to;

receive a telephone call from a caller;

place said telephone call on hold;

transmit to said caller while said telephone call is on hold an offer to bid against other callers to shorten a time period said telephone call will be on hold;

receive a response to said offer; and

receive, if said offer is accepted, an indication of a value of the bid.

225. The system of claim 224, wherein said processor operation of transmitting is in response to a position of said call in a queue.

226. The system of claim 224, wherein said processor operation of transmitting is in response to an expected time period of said call on hold.

227. The system of claim 224, wherein said processor operation of receiving an indication of a value includes receiving an account number.

228. The system of claim 224, wherein said processor is further operative with said instructions in said memory to:

move, in response to an acceptance of said offer, a position of said telephone call in a queue.

229. The system of claim 224, wherein said processor is further operative with said instructions in said memory to:

move, in response to an acceptance of said offer, said telephone call to a priority queue.

230. An article of manufacture, comprising:

a computer usable medium having computer readable program code means embodied in the medium for causing a computer to process calls, the computer readable program code means comprising;

computer readable program code means for receiving a telephone call from a caller;

computer readable program code means for placing said telephone call on hold;

computer readable program code means for transmitting to said caller while said telephone call is on hold an offer to shorten the time period said telephone call will be on hold in exchange for a monetary payment;

computer readable program code means for responding to said call, if said offer is not accepted, in a first period of time; and

computer readable program code means for responding to said call, if said offer is accepted, in a second period of time shorter than said first period of time.

231. The article of manufacture of claim 230, wherein the computer readable program code means for transmitting is responsive to a position of the call in a queue.

232. The article of manufacture of claim 230, wherein the computer readable program code means for transmitting is responsive to an expected time period of the call on hold.

233. The article of manufacture of claim 230, wherein the offer includes an option to bid for a shortened period of time on hold.

234. The article of manufacture of claim 230, wherein the computer readable program code means for transmitting includes computer readable program code means for transmitting, if the offer is not accepted, at least one subsequent offer having a different monetary payment to the caller.

235. The article of manufacture of claim 234, wherein the computer readable program code means for transmitting at least one subsequent offer is performed a predetermined period of time following the transmission of an offer.

236. An article of manufacture, comprising:

a computer usable medium having computer readable program code means embodied in the medium for causing a computer to process calls, the computer readable program code means comprising;

computer readable program code means for receiving a telephone call from a caller;

computer readable program code means for placing said telephone call on hold including assigning said telephone call a position in a queue;

computer readable program code means for transmitting to said caller an offer to shorten a time period said telephone call will be on hold in exchange for a payment;

computer readable program code means for receiving an acceptance of said offer, while said call is on hold, including an indication of said payment; and

computer readable program code means for shortening, responsive to said step of receiving an acceptance, said time period.

237. The article of manufacture of claim 236, wherein the computer readable program code means for transmitting is responsive to a position of the telephone call in the queue.

238. The article of manufacture of claim 237, wherein the computer readable program code means for transmitting is responsive to the telephone call reaching a selected position in the queue.

239. The article of manufacture of claim 237, wherein the computer readable program code means for transmitting is responsive to the initial placing of the telephone call in the queue.

240. The article of manufacture of claim 236, wherein the computer readable program code means for transmitting is responsive to an expected time period of the call on hold.

241. The article of manufacture of claim 236, wherein the offer includes an option to bid for a shortened period of time on hold.

242. An article of manufacture, comprising:

a computer usable medium having computer readable program code means embodied in the medium for causing a computer to process calls, the computer readable program code means comprising;

computer readable program code means for receiving a telephone call from a caller;

computer readable program code means for placing said telephone call on hold;

computer readable program code means for transmitting to said caller while said telephone call is on hold an offer to bid against other callers to shorten a time period said telephone call will be on hold;

computer readable program code means for receiving a response to said offer; and

computer readable program code means for receiving, if said offer is accepted, an indication of a value of the bid.

243. The article of manufacture of claim 242, wherein the computer readable program code means for transmitting is responsive to a position of the call in a queue.

244. The article of manufacture of claim 242 wherein the computer readable program code means for transmitting is responsive to an expected time period of the call on hold.

245. The article of manufacture of claim 244, wherein the computer readable program code means further comprises:

computer readable program means for moving, in response to an acceptance of the offer, a position of the telephone call in a queue.

246. The article of manufacture of claim 244, wherein the computer readable program code means further comprises:

computer readable program means for moving, in response to an acceptance of the offer, the telephone call to a priority queue.