Patent ID: 7095842
Filing Date: 2006-08-22
Classification: H04M

Abstract:
1. A method for caller position adjustment within a calling queue comprising: receiving a call from a caller at a call center; placing said call on hold in a calling queue of said call center, wherein said calling queue maintains an order in which calls are answered by representatives; responsive to a selection of a position adjustment option by said caller while waiting on hold, transferring said call to a token advancement system while maintaining a record of said call that advances in said calling queue, wherein said token advancement system is accessible to a plurality of separate call centers via a network, wherein said token advancement system specifies for each of said plurality of separate call centers a separate selection of options from among a plurality of options for enabling said caller to earn an advancement token; responsive to detecting, at said calling queue, said advancement token earned by a caller from said token advancement system, calculating a separate redemption value of said advancement token specifically for adjustment of position within said calling queue; and responsive to calculating said redemption value of said advancement token, adjusting a position of said caller according to said redemption value within said calling queue, such that said caller is allowed control over said position within said calling queue.