Patent ID: 11889025
Assignee: FONCLOUD, INC.
Field: Telecommunications (Electrical engineering)
Classification: CPC H | IPC H

Claim 0:
1. A method comprising:
receiving a call, from a waiting party, at an organization that utilizes a queuing calling system (QCS) to create a queue to talk to an agent of the organization;
transferring the call in progress, without participation by the waiting party, to an independent calling system (ICS), a third party not operated by the organization, between the waiting party and the queuing party on a voice line;
receiving, a call-back number of the waiting party from a device, wherein the call-back number was entered from a visual interface presented on the device;
terminating, by the ICS, the call between the waiting party and the queuing party based on a decision from the waiting party to receive a call-back, rather than wait on hold;
initiating an agent leg call from the ICS to the QCS to hold a virtual spot for the waiting party;
initiating, by the ICS, a waiting party leg call between the waiting party and the QCS using the call-back number;
bridging the waiting party leg call and the agent leg call to create a voice line connection between the waiting party and the QCS.