Patent ID: 8472612
Filing Date: 2013-06-25
Classification: H04M

Abstract:
1. A method for servicing contacts in a contact center, comprising: (a) providing at least one queue comprising a plurality of enqueued contacts, the at least one queue being serviced by at least one resource; (b) selecting at least a first enqueued contact of the plurality of enqueued contacts, the at least a first enqueued contact having a corresponding first queue position in the at least one queue and being associated with a first customer; (c) upon the occurrence of a selected event, assigning an access code to the at least a first enqueued contact; wherein the selected event is at least one of a selected queue occupancy level and a selected projected wait time; and (d) after the first enqueued contact is disconnected, receiving, from the first customer, the access code, wherein, when the access code is received from the first customer, the first customer can receive a second queue position that is one of (di) the same as the first queue position, (dii) closer to the head of the at least one queue than the first queue position, and (diii) in a higher priority queue than the at least one queue containing the first enqueued contact and wherein at least one of the following is true of the access code: (D1) the access code is provided to the first customer after call disconnection when a placeholder having the first queue position advances to a selected queue position different than the first queue position, and (D2) the access code is one of a plurality of access codes and the access code is valid only for a specified communication medium, and wherein other access codes in the plurality of access codes are used for differing communication media.