Patent ID: 8548148
Filing Date: 2013-10-01
Classification: H04M

Abstract:
1. A method, comprising: routing a call received from a caller into a Voice Self Service (VSS) server; determining whether the call should be transferred from the VSS server to an agent; when it is determined to transfer the call to the agent, determining a queue time for a normal priority queue for the call, and whether a callback call should be offered to the caller; when it is determined to offer the callback call, informing the caller, by the VSS server, that estimated queue times are high and offering the callback call to the caller; offering the caller one or more time blocks to which the caller can initiate the callback call to receive higher priority routing; receiving the callback call and determining whether the callback call is from the caller of the call; and when it is determined that the callback call is from the caller of the call, placing the callback call into a higher priority queue.