Patent ID: 9742917
Date: 2017-08-22
CPC Classifications: H04M

Claim:
1. A method, comprising: when it is determined to transfer a call from a caller via a Voice Self Service (VSS) server to an agent, determining whether a callback call should be offered to the caller; when it is determined to offer the callback call, informing the caller, by the VSS server, that estimated queue times are high and offering the callback call to the caller during one or more time blocks; when the callback call offer is declined by the caller, placing the call in a first queue for queuing callers to a call center; when the callback call offer is accepted by the caller, determining one or more time blocks to which the caller can initiate the callback call to receive higher priority routing; receiving the callback call and determining whether the callback call is from the caller of the call using one or more Access Point Names and is during one of the one or more time blocks; and when it is determined that the callback call is from the caller of the call and is during one of the one or more time blocks, placing the callback call into a callback queue for callback callers to the call center that is different to the first queue; wherein the callback queue has a higher priority than the first queue.