Patent ID: 8351595

Claim:
A method for an automated call distribution system to re-associate a caller with a queue position previously established in an on-hold queue, the method comprising: receiving at the automated call distribution system a first incoming call from a caller; assigning the caller to a position in an on-hold queue when the caller is placed on-hold by the automated call distribution system; assigning a placeholder for the caller in the on-hold queue in response to receiving input specifying that the caller no longer desires to remain connected to the automated call distribution system, the placeholder corresponding to the position of the caller in the on-hold queue and being associated with a caller identifier that identifies the phone number and/or the telephone being used by the caller; receiving a second incoming call from the caller; associating the second incoming call with the caller identifier; determining, in response to the second incoming call, that the caller is associated with the placeholder; placing the caller back into the on-hold queue at the position of the placeholder; prior to placing the caller back into the on-hold queue at the position of the placeholder, informing the caller that the placeholder in the on-hold queue associated with the caller will initiate an outgoing call in a specified amount of time; in response to informing the caller, performing at least one of the following: placing the caller back into the on-hold queue at the position of the placeholder; allowing the caller to specify an additional amount of time to call back the automated call distribution system without losing the caller's position in the on-hold queue; or allowing the existing placeholder in the on-hold queue associated with the caller to initiate the outgoing call at the specified amount of time.