Method and server for processing calls originating from user terminals for connection with operator terminals

A telecommunications server to handle calls originating from user terminals via a telecommunications network in order to put the user terminals through to operator terminals of a call center, said server comprising:

• a processor;
• a non-transitory computer readable medium comprising instructions stored thereon which when executed by the processor configure the processor to:
• place a first call received from a user terminal in a queue when no operator terminal is available to take the first call;
• creating a user identification code and placing the user identification code in the queue instead of an identifier of the first call;
• and
• transmit, to the user terminal, the user identification code, said code being a code required to be obtained in a second call that has to be made subsequently by user of the user terminal, within a determined time interval, so as to allow the second call to benefit from a place of the first call in the queue.

A non-transitory computer readable medium comprising a computer program stored thereon, said program comprising instructions which when executed by a processor of a telecommunications server causes execution of a method for handling a first call received in a call center via a telecommunications network, originating from a user terminal, the method comprising:

• placing the first call in a queue when no call center operator terminal is available to take the first call;
• creating a user identification code and placing the user identification code in the queue instead of an identifier of the first call;
• and
• transmitting, to the user terminal, the user identification code, said code being a code required to be obtained in a second call that has to be made subsequently by a user of the user terminal, within a determined time interval, so as to allow the second call to benefit from a place of the first call in the queue.

A communication terminal comprising:

• a processor;
• and
• a non-transitory computer readable medium comprising a software application stored thereon able to communicate with a call center, said application comprising instructions which when executed by the processor configure the communication terminal to:
• make a first call via a telecommunications network, the first call being received by a telecommunications server, which places a user identification code instead of an identifier of the first call in a queue when no call center operator terminal is available to take the first call and transmits a user identification code to the communication terminal;
• receive the user identification code transmitted by the telecommunications server;
• store the user identification code;
• make a second call to the call center within a determined time interval;
• and
• transmit said user identification code automatically to said telecommunications server, when the communication terminal makes the second call to the call center within the determined time interval, so as to allow the second call to benefit from a place of the first call in the queue.