Patent ID: 7418095

Claim:
A method for providing caller activities to a caller holding in a queue, the method comprising: receiving an incoming call from a caller via a phone system; determining if an agent is available to interact with the caller; determining an estimated hold time to interact with the agent; providing the estimated hold time to the caller; placing the caller in a queue; offering the caller one or more caller activities for the caller to interact with via the phone system while remaining in the queue, including determining the caller activities to offer based at least on the estimated hold time; receiving a selection of one of the particular caller activities from the caller; connecting the caller to the selected caller activity while the caller remains in the queue; creating a caller activity history indicative of the caller's selection of the caller activity and the caller's interaction while connected to the selected caller activity while holding in the queue; connecting the caller with the agent when the agent is available to interact with the caller; and communicating the caller activity history to the agent in real time.