Patent ID: 8311208

Claim:
A method comprising: establishing, at a contact center, a communication session with a first communication terminal; storing in a queue, at the contact center, an identifier corresponding to the first communication terminal, wherein the queue contains identifiers for a first plurality of communication terminals that are engaged in communication sessions with the contact center; and transmitting from the contact center to the first communication terminal a message containing an indication of waiting time, wherein: i. the indication of waiting time depends on an estimate of a length of the queue, ii. the estimate of the length of the queue reflects the length which the queue is expected to have at time t 1 , iii. the estimate of the length of the queue depends on an abandonment measure, iv. the abandonment measure is an estimate of the number of communication sessions, between communication terminals from the first plurality and the contact center, that are expected to be discontinued prior to the communication terminals being connected to a communication terminal that is operated by an agent of the contact center, v. the abandonment measure is an estimate of the number of communication sessions that are expected to be discontinued by time t 1 , and vi. the abandonment measure depends on a service rate of the queue.