Patent ID: 6714643
Filing Date: 2004-03-30
Classification: H04M

Abstract:
In a call center comprising a switching server, a recording/playback server, and a agent server; wherein callers communicate with said call center with requests to be handled by agents;a method for implementing a waiting period for callers who may not be immediately serviced by available agents, the steps of said method comprising: a) associating an initial set of agents to which said caller may be queued said initial set comprising a primary group and one or more secondary groups of agents; b) delivering a first wait time announcement to said caller regarding an estimated wait time for service, said estimated wait time accounting for said primary group and said one or more secondary groups; c) monitoring changes in said caller's conditions during said wait period; d) if conditions in step (c) meet predetermined changes, said set of agents to which said caller may be queued to a second set including said one or more secondary groups; e) if modification is made in step (d), delivering an additional wait time announcement regarding the estimated wait time for service.