Patent ID: 8223956

Claim:
A queue interface system for queuing voice calls for use with a communication system having queues, the system comprising: a queue selector, wherein a queue is selected from a list of queues on a display and one or more of the queues on the list of queues is a service agent queue, including a prioritization of queue list routine, wherein the prioritization of queue list routine prioritizes one or more of the displayed queues using a score by determining data elements available for a customer or call to be scored, assigning a point value and weight value for a set of available data elements, and scoring each data element in the set by multiplying the point value by the weight value; an expected wait time component displaying an expected wait time of a customer for the selected queue; and a call options selector wherein at least one of a hold option and a call option is available for directing a call, wherein the hold option places a call in the selected queue and the call option comprises assigning a placeholder for the customer in the selected queue and causing a call to the customer to occur when the assigned placeholder reaches a position at or close to the top position in the selected queue.