Patent ID: 9065916
Filing Date: 2015-06-23
Classification: H04M

Abstract:
1. A method for managing a call to avoid an on-hold wait time associated with a main queue of a call center, the method comprising: receiving a communication request from a user for telephonic communication with a communication agent via the call center, wherein the communication request includes user information; receiving a call back request from the user to avoid the on-hold wait time associated with being placed in the main queue of the call center; based on the call back request, placing the communication request and the user information associated therewith into a virtual queuing system having a virtual queue different from the main queue; metering the communication request in the virtual queue for a metered wait time based at least on a queuing factor such that the metered wait time for the virtual queue may be different from the on-hold wait time of the main queue; and after expiration of the metered wait time, bridging a communication connection between the user and the communication agent including transferring the user information out of the virtual queue of the virtual queuing system and into call center.