Patent ID: 8036373
Filing Date: 2011-10-11
Classification: H04M

Abstract:
1. A method of providing dynamic message content in realtime, the method comprising: receiving a telephone call into a queue of telephone calls; calculating a wait time corresponding to an estimated length of time expected to elapse before an agent is available to answer the telephone call; assembling a plurality of message elements to create a message having a length approximately equal to the wait time, wherein each of the plurality of message elements is associated with at least one of a plurality of context sensitive message attributes, and wherein the assembling comprises dynamically selecting and ordering the plurality of message elements in accordance with the message attributes so that the created message is cohesive and provides content that is non-repetitive; initiating a playback of the message; recalculating the wait time during the playback of the message to correspond to an updated estimated length of time expected to elapse before the agent is available to answer the telephone call; modifying the message during the playback of the message to extend or shorten the message in response to a change in the wait time to have a length approximately equal to the wait time and to maintain the message as cohesive, wherein the modifying comprises modifying the plurality of message elements in accordance with the message attributes; and continuing the playback of the message.