Patent ID: 9553988
Date: 2017-01-24
CPC Classifications: G06Q,H04M

Claim:
1. A method for providing inbound call reservations to a communication center, comprising: monitoring, by a processor, a service access point into the communication center to detect an interaction with a visitor; identifying, by the processor, an activity by the visitor during the interaction at the service access point; assessing, by the processor, a characteristic of the activity by the visitor; ranking, by the processor, the visitor based on the characteristic of the activity; evaluating, by the processor, the ranking of the visitor to determine whether the visitor is qualified to receive a reserved communication session based on the ranking; storing, by the processor, in a data storage device, solicited information during the interaction with the visitor at the service access point; issuing, by the processor, an invitation for the reserved communication session to the visitor in response to determining that the visitor is qualified to receive the reserved communication session, wherein a reserved time of the reserved communication session is coordinated according to data corresponding to predicted communication load and resource availability statistics; and associating, by the processor, the issued invitation for the reserved communication session with the stored solicited information in the data storage device for later retrieval for routing an inbound interaction corresponding to the reserved communication session.