Patent ID: 7233980

Claim:
A method for interacting with an automatic call distributor (ACD), the method comprising: receiving a call placed from a user to an ACD server, wherein the ACD server comprises a Session Initiation Protocol (SIP) server; placing the call into a queue while maintaining a connection between the ACD server and the user for the call; sending, by the user at any time while the maintained call is in the queue, a dynamic request to the ACD server to determine at least one of the following queue information selected from the group consisting of a user's queue position, holding times, and other related queue data; returning the queue information from the ACD server to the user; tracking a hold time for the call, wherein the hold time is an amount of time the call is in the queue; and responsive to the user terminating the call, the ACD further: responsive to a subsequent call from the user, crediting the subsequent call with the tracked hold time; and placing the subsequent call into the queue based on the hold time credited thereto, such that the subsequent call is placed into the queue ahead of calls that have shorter hold times associated therewith and behind calls that have longer hold times associated therewith.