US 7,245,716 B2 · Controlling hold queue position adjustment

Abstract

A method, system, and program for allowing callers to adjust in position within a hold queue are provided. An advancement token earned by a caller while waiting in a hold queue is detected. The advancement token is stored for redemption in a future call by the caller according to an authenticated identifier for the caller, wherein future redemption of the advancement token will cause adjustment of a waiting position. In particular, a caller in the call hold queue may earn advancement tokens by answering questions posed by other callers in the call hold queue, where the questions are answered in a manner such that the other callers do not need additional aid from a representative. In addition, a caller may redeem advancement tokens earned in a previous hold queue while waiting in current hold queue, where the redeemable advancement tokens are accessible across multiple call centers according to the caller identification.

Claims24

Dependent claims

A method for caller position management within a hold queue comprising:

detecting an advancement token earned by a caller waiting in a hold queue;
and
storing said advancement token for redemption in a future call by said caller according to an authenticated identifier for said caller, wherein said authenticated identifier for said caller is authenticated according to a voice identity of said caller, wherein future redemption of said advancement token will cause adjustment of a waiting position.

A computer program product for caller position management within a hold queue, said computer program product embodied in a recordable-type computer-readable medium, comprising:

means, recorded on said computer-readable medium, for detecting an advancement token earned by a caller waiting in a hold queue;
means, recorded on said computer-readable medium, for authenticating an identifier for said caller according to a voice identity of said caller;
and
means, recorded on said computer-readable medium, for storing said advancement token for redemption in a future call by said caller according to said authenticated identifier for said caller, wherein future redemption of said advancement token will cause adjustment of a waiting position.

1 more element

Dependencies are inferred from the claim text.

Controlling hold queue position adjustment

Life of this patent

Controlling hold queue position adjustment

Life of this patent

Abstract

Claims24