Patent ID: 8233611

Claim:
A method for use in a call center, comprising: providing a memory structure for use in maintaining a call queue, said call queue comprising data representing a plurality of calls to be serviced by a service representative, said data being structured so as to represent an order in which said plurality of calls are to be serviced, and whether each call is to be handled as an inbound or an outbound call; receiving a first incoming call from a first caller; determining that no service representative is currently available to service said first caller; determining an expected hold time of said first caller; determining whether said expected hold time exceeds a predetermined time threshold; prompting, in response to said expected hold time exceeding said predetermined time threshold, said first caller to elect to either wait on-line for a next available service representative or to disconnect said first incoming call and receive a call back at a later time; in response to the first caller's election to receive a call back, writing information into the call queue to indicate the first caller's election to receive an outbound call from the next available service representative; and permitting said first caller to elect to remain on-line after the first caller's election to receive the call back for a next available service representative and to disconnect the call before being serviced while maintaining a position in the call queue; and responding to said disconnect by indicating in said call queue that said first call is to be treated as an outbound call.