Patent ID: 9602664
Date: 2017-03-21
CPC Classifications: H04M

Claim:
1. A method for utilizing a queue for calls, the queue being utilized by a telecommunication system, the telecommunication system being configured to connect at least one caller terminal to at least one agent terminal, the method comprising: managing the queue so that a first call received by the telecommunication system is entered into the queue and has a first priority in the queue; allocating a first parameter to the first call in the queue; removing the first call from the queue for the first call to be connected with a two-way announcement; managing the queue while the first call is removed from the queue and is assigned to the two-way announcement such that the first priority of the first call is maintained via the allocated first parameter while the first call is removed from the queue and is assigned to the two-way announcement, and maintaining a total wait time count for the first call, the total wait time count identifying a total time period the first call has waited since the first call first entered the queue, the maintaining of the total wait time count for the first call being maintained such that the total wait time count for the first call continues without interruption via the allocated first parameter while the first call is removed from the queue and is assigned to the two-way announcement such that the total time period the first call is determined to be waiting since first entering the queue includes an entirety of time in which the first call was removed from the queue and was assigned to the two-way announcement.