Patent ID: 6263066
Filing Date: 2001-07-17
Classification: G06Q,H04L,H04M,H04N,H04Q

Abstract:
In a multimedia call center having a switching apparatus for receiving and switching media requests including connection-oriented, switched telephony (COST) telephone calls, and Internet protocol network telephony (IPNT) calls to telephony apparatus at connected agent stations, a queuing system comprising;an interactive voice response (IVR) system advising a COST caller, or an IPNT caller of expected wait time in queue and enabling the caller to leave a callback request; anda queue controller;wherein a call back request from either the COST or IPNT call is queued at the same point in the queue the call would be if originally placed in queue when the call was initially received, before interaction with the IVR or server, a call back is placed such that connection with the caller is achieved by the time the call back request reaches the head of queue, and after establishing a live call with the original caller via the call-back the queuing system places the resulting live call at or near the head of the queue for quick distribution to an appropriate agent.