Patent ID: 8144855

Claim:
A method of optimizing interactive voice response (IVR) unit port utilization, the method comprising: starting a plurality of calls, by: receiving each call of said plurality of calls, assigning each call of said plurality of calls to a separate IVR unit port, and launching an IVR call flow for each received call, each call having a unique position in said IVR call flow, said IVR call flow including a common section; determining said unique position of at least some of the calls; and conferencing together, on a single IVR port, any of said calls for which said unique position is determined to be within a predetermined time period preceding said common section within said IVR call flow, wherein said conferencing together comprises: placing a first call of said plurality of calls to reach said common section on hold; transferring, to the IVR port assigned to said first of said plurality of calls, each other call of said plurality of calls determined to be within said predetermined time period, wherein the transferring occurs as said each other call reaches said common section; and starting said common section in response to determining that all of said plurality of calls have been transferred to said IVR port assigned to said first of said calls, wherein the unique position of all of said plurality of calls is within said predetermined time period.