Patent ID: 8577014
Filing Date: 2013-11-05
Classification: H04M

Abstract:
1. A method of managing calls at a call center, the method comprising: receiving a first call from a caller at a processor of the call center; identifying, with the processor, a first telephone number associated with the first call; transmitting, from the processor, an estimated wait time to the caller; sending a wait option and a receive return call option from the processor to the caller; sending a schedule return call option when the caller selects the receive return call option from the processor to the caller, wherein the schedule return call option comprises a prompt to select a range of times for a callback and a prompt to input a second telephone number; placing at least one second call directed to the first telephone number from the processor; in response to determining at the processor that the at least one second call is answered by a party that did not place the first call, providing the party with a second wait option and a second receive return call option from the processor; and in response to determining at the processor that the at least one second call is unanswered, placing a third call directed to the second telephone number from the processor.