Patent ID: 8958538
Filing Date: 2015-02-17
Classification: H04M

Abstract:
1. A method, comprising: providing a first queue for queuing callers to a call center; providing a callback queue for callback callers to the call center that is different to the first queue; determining whether a call from a caller should be transferred from a Voice Self Service (VSS) server to an agent; when it is determined to transfer the call to the agent, determining whether a callback call should be offered to the caller; when it is determined to offer the callback call, informing the caller, by the VSS server, that estimated queue times are high and offering the callback call to the caller during one or more time blocks; when the callback call offer is declined by the caller, placing the call in the first queue; when the callback call offer is accepted by the caller, receiving the callback call and determining whether the callback call is from the caller of the call; and when it is determined that the callback call is from the caller of the call, placing the callback call into the callback queue; treating the callback queue with higher priority than the first queue.