Patent ID: 7050569
Filing Date: 2006-05-23
Classification: H04M

Abstract:
1. In a call control system of the type that receives calls from callers and maintains a queue of calls awaiting connection to an operator, a method comprising: qualifying a call in the queue to participate in an interactive application, wherein such qualification includes (1) estimating how long a caller's expected wait time is (2) determining the location of the call in the queue, and (3) determining the time the caller has already been in the queue; prompting a caller with a qualifying call in the queue to participate in a application, including advising the caller of (1) the call's location in the queue, (2) the approximate time until the call will be connected to an operator, (3) the option to advance in the queue by participating in an application, (4) the nature of the application and (5) the estimated time to connection to an operator with participation in the application; receiving a response from the caller indicating the caller's willingness to participate in the application; interactively presenting the application to the caller; and transferring the caller's call to a preferred queue with a shorten wait time upon completion of the application.