# US 2014/0153711 A1 · Method for the operation of a system and system for the administration of calls to a call center > Agents: this data is available as JSON from the patentgrep API and MCP server — see https://patentgrep.com/llms.txt - Number: US 2014/0153711 A1 - Document ID: US20140153711A1 - Status: Published application - Kind: A1 - Application number: 13/911,459 - Filed: 2013-06-06 - Published: 2014-06-05 - Earliest claimed: 2012-06-06 - Assignees: Vodafone Holding GmbH - Applicants: Vodafone Holding GmbH - Inventors: Niko Nittka - Web page: https://patentgrep.com/patent/US20140153711A1 ## CPC - H04M 3/5231: {with call back arrangements} - H04M 3/5238: {with waiting time or load prediction arrangements} - H04M 3/5166: {in combination with interactive voice response systems or voice portals, e.g. as front-ends} - H04M: TELEPHONIC COMMUNICATION (circuits for controlling other apparatus via a telephone cable and not involving telephone switching apparatus G08) ## Abstract A method is provided for the operation of a system for the administration of calls to a call center. A first call initiated by a caller using a call number allocated to the call center is automatically received and held in a waiting queue. A waiting position with respect to the first call is determined and the first call is ranged in the waiting queue corresponding to the determined waiting position. The calls held in the waiting queue are forwarded one after the other to an available call center agent. The first call is terminated within a time interval if the call has not been forwarded, and a second call to the caller is initiated by using a recorded call number. If the second call is answered, the second call will be ranged in the waiting queue, wherein the waiting position is determined in consideration of the first call. ## Claims ### Claim 1 A method for the operation of a system for the administration of calls to a call center, wherein by the system a first call initiated by a caller using a call number allocated to the call center is automatically received, the first call is held in a waiting queue comprising other calls waiting to be forwarded to a call center agent until it is forwarded to a call center agent, a waiting position with respect to the first call is determined in the waiting queue, the first call is ranged in the waiting queue corresponding to the determined waiting position, and the calls held in the waiting queue are forwarded one after the other to a call center agent if such an agent is available, wherein the waiting positions of the calls which are still held in the waiting queue are respectively adapted, characterized in that by the system a call number of the caller is recorded with the first call, the first call is terminated within a predetermined time interval if the call has not been forwarded, a second call to the caller is initiated by using the recorded call number and if the second call is answered, the second call will be ranged in the waiting queue, wherein the waiting position within the waiting queue is determined in consideration of the first call. ### Claim 2 (depends on 1) A method according to claim 1, characterized in that the terminating of the first call by the system initiates the second call by the system. ### Claim 3 (depends on 2) A method according to claim 2, characterized in that the channel used by the first call for a communication connection between the caller and the call center will be reserved for the second call and will be used for a communication connection from the call center to the caller after the system has ended the first call. ### Claim 4 (depends on 1) A method according to claim 1, characterized in that the channel used by the first call for a communication connection between the caller and the call center will be reserved for the second call and will be used for a communication connection from the call center to the caller after the system has ended the first call. ### Claim 5 (depends on 1) A method according to claim 1, characterized in that the time of arrival of the first call is recorded and the waiting position in the waiting queue is determined in consideration of the recorded time. ### Claim 6 (depends on 5) A method according to claim 5, characterized in that the time of arrival of the first call is allocated to the recorded call number, the waiting position of the second call in the waiting queue is determined by the time allocated to the call number and the second call is ranged in the waiting queue according to the determined waiting position. ### Claim 7 (depends on 5) A method according to claim 5, characterized in that the waiting position which has been determined with respect to the first call is allocated to the recorded call number and the second call is ranged in the waiting queue corresponding to the waiting position allocated to the recorded call number. ### Claim 8 (depends on 1) A method according to claim 1, characterized in that the waiting position which has been determined with respect to the first call is allocated to the recorded call number and the second call is ranged in the waiting queue corresponding to the waiting position allocated to the recorded call number. ### Claim 9 (depends on 1) A method according to claim 1, characterized in that the waiting position is determined in consideration of still other criteria. ### Claim 10 (depends on 9) A method according to claim 9, characterized by the frequency of calls initiated by the caller, a pre-determinable status allocated to a call number of a caller and/or a total waiting time in the waiting queue of the system which results from several calls of a caller as other criteria. ### Claim 11 (depends on 10) A method according to claim 10, characterized in that a waiting position allocated to a recorded call number is correspondingly adapted each time when calls held in the waiting queue are forwarded. ### Claim 12 (depends on 9) A method according to claim 9, characterized in that a waiting position allocated to a recorded call number is correspondingly adapted each time when calls held in the waiting queue are forwarded. ### Claim 13 (depends on 7) A method according to claim 7, characterized in that a waiting position allocated to a recorded call number is correspondingly adapted each time when calls held in the waiting queue are forwarded. ### Claim 14 (depends on 1) A method according to claim 1, characterized in that upon initiation of the first call, the call number allocated to the terminal of the caller will be transmitted to the system via a communication connection established between the terminal and the call center. ### Claim 15 (depends on 1) A method according to claim 1, characterized in that the received first call is connected to a voice dialogue system. ### Claim 16 (depends on 15) A method according to claim 15, characterized in that the caller is requested in a dialogue with the voice dialogue system to enter a call number for recording a caller's call number. ### Claim 17 (depends on 2) A method according to claim 2, characterized in that the received first call is connected to a voice dialogue system. ### Claim 18 (depends on 1) A method according to claim 1, characterized in that if the second call is not answered, at least one further second call will be initiated by the system. ### Claim 19 (depends on 1) A system for the administration of calls to a call center, characterized by means for carrying out a method according to claim 1. ### Claim 20 (depends on 19) A system according to claim 19, characterized by: means for receiving calls; means for recording a call number; means for recording the time of arrival of a call; means for allocating a recorded time of an incoming first call to a recorded call number; means for determining a waiting position in the waiting queue; means for ranging a call in the waiting queue according to the determined waiting position; means for holding calls in a waiting queue; means for adapting a waiting position in a waiting queue; means for recording the waiting time of a first call in the waiting queue; means for terminating a call; means for initiating a call; means for holding a waiting position in a waiting queue; and/or means for forwarding a call.