Patent ID: 7215759
Filing Date: 2007-05-08
Classification: H04M

Abstract:
1. A method for estimating wait times within a hold queue comprising: receiving a plurality of calls at a call center, wherein each caller associated with a call from among said plurality of calls is identified by an authenticated caller identifier; retrieving, for each caller according to said authenticated caller identifier, a caller profile from among a plurality of caller profiles, wherein each of said plurality of caller profiles indicates a previous call center usage history for each said caller; estimating a plurality of call times individually for each of said plurality of calls within a call center based on said previous call center usage history for each said caller; positioning a particular call received from a particular caller at said call center within a hold queue; and estimating a wait time in said hold queue for said particular call according to said plurality of call times individually estimated for said plurality of calls within said call center; and adjusting a selection of an output interface to which said wait time is output based on an amount of time remaining in said wait times wherein at a first amount of time remaining in said wait time said wait time is output to a second output interface.