Patent ID: 8781092

Claim:
A method of conducting a callback, comprising: receiving an inbound call from a caller on a day to be handled by one of a plurality of inbound call receiving agents; determining by at least one computer processor whether the inbound call is received during a particular time period of the day; determining by the at least one computer processor whether the inbound call is of low priority based on at least one of information received from the caller and a telephone number associated with the inbound call; based at least in part on (1) determining the inbound call is received during the particular time period of the day and (2) determining the inbound call is of low priority, requiring the caller to accept a callback option; and upon the caller accepting the callback option: retrieving at least a callback telephone number associated with the caller; in response to at least one scheduled callback, re-assigning one or more of the plurality of inbound call receiving agents as one or more outbound call agents, wherein the one or more outbound call agents are unavailable to handle inbound calls; initiating an outbound callback call for the callback by automatically dialing the callback telephone number associated with the caller; in response to a human answer of the outbound callback call being detected, routing the outbound callback call to one of the one or more outbound call agents; in response to a not in service signal being detected for the outbound callback call, preventing further outbound callback calls to the callback telephone number.