Patent ID: 7233980
Filing Date: 2007-06-19
Classification: H04L,H04M

Abstract:
1. A method for interacting with an automatic call distributor (ACD), the method comprising: receiving a call placed from a user to an ACD server, wherein the ACD server comprises a Session Initiation Protocol (SIP) server; placing the call into a queue while maintaining a connection between the ACD server and the user for the call; sending, by the user at any time while the maintained call is in the queue, a dynamic request to the ACD server to determine at least one of the following queue information selected from the group consisting of a user's queue position, holding times, and other related queue data; returning the queue information from the ACD server to the user; tracking a hold time for the call, wherein the hold time is an amount of time the call is in the queue; and responsive to the user terminating the call, the ACD further: