Patent ID: 8411843
Filing Date: 2013-04-02
Classification: H04M

Abstract:
1. A method for servicing customer contacts, comprising: (a) placing first and second contacts from first and second customers, respectively in a queue to wait for servicing by a selected resource; (b) receiving a request from the first customer, but not from the second customer, to be notified when the first contact is eligible for servicing by the selected resource so that the first customer is free to perform a desired activity; (c) maintaining a connection between the first customer and a contact center while the first contact advances in the queue and while the first customer is allowed to perform the desired activity; and (d) in response to the first customer's request, providing the first customer with an advanced notification that the first contact is eligible for servicing, wherein the advanced notification is provided via the connection, and wherein the second customer is not provided with the advanced notification when the second contact is eligible for servicing.