Patent ID: 7068775
Filing Date: 2006-06-27
Classification: H04M,H04Q

Abstract:
1. A method of prioritizing calls connected to an automated telephone system comprising the steps of: connecting a plurality of calls to said automated telephone system; obtaining caller identifying information from each of said connected calls; placing each of said connected calls on hold; searching a customer database and identifying a customer database record corresponding to the caller identifying information for each connected call, said identified customer database records including information pertinent about a previous interaction with said customer; retrieving information from said identified customer database records that is relevant to call prioritization; creating a call record for each connected call, each call record including said caller identifying information and said retrieved call prioritizing information; inserting each created call record into a hold queue based on at least said retrieved call prioritizing information, prioritizing said plurality of calls in said hold queue; and directing a connected call from said plurality of prioritized calls in said hold queue to an available agent.