Patent ID: 8571203

Claim:
A method for providing activities to a caller associated with a call holding in a queue, the method comprising: receiving the call from the caller at a first time; estimating a hold time associated with the call; adding the call to the queue; prompting the caller to select a caller activity to perform while the call remains in the queue, wherein caller activities available for selection are provided based on the hold time estimated and caller demographics; detecting a caller selection of a caller activity available for selection; connecting the call to the caller activity selected while maintaining the call in the queue; generating a caller activity history by recording caller input during the call, the caller input including the caller selection of the caller activity and caller interaction with the caller activity selected; communicating the caller activity history to the agent; enabling agent interaction between the agent and the caller; and upon completion of the agent interaction and depending on the caller activity history, providing the caller an option of resuming the selected caller activity.