Systems and methods for queuing incoming call within interactive voice response(IVR) system

A computer-implementable method for processing calls, comprising:

• providing a database comprising call processing information indexed to a call origination identifier;
• and
• using a call processing module to process said call processing information to:
• upon reconnection, determine a state of a user's previously terminated call session;
• initiate a prioritized call session for a prematurely terminated call and assign a prioritization status based on said prematurely terminated call;
• determine said user's position at a point of termination within an interactive voice response (IVR) process at the time of said prematurely terminated call;
• and
• receive, on a graphical user interface (GUI) implemented on a device operated by the user and connected to the call processing module over an internet protocol network:
• a user selection to resume said prematurely terminated call and to use said call processing information to automatically re-establish said user's position at the point of termination within said IVR process of said prematurely terminated call;
• and
• a user selection of a choice of call options, wherein the call options include the option of selecting a different call session process while also being placed in a hold queue until a customer service representative (CSR) associated with the prematurely terminated call is available, and wherein a call session process includes a process associated with a service provided by the call processing module;
• wherein said call processing information comprises terminated calls, and wherein said terminated calls are indexed to said origination identifier.

A non-transitory computer-usable medium embodying computer program code, the computer program code comprising computer executable instructions configured for:

• providing a database comprising call processing information indexed to a call origination identifier;
• and
• using a call processing module to process said call processing information to:
• upon reconnection, determine a state of a user's previously terminated call session;
• initiate a prioritized call session for a prematurely terminated call and assign a prioritization status based on said prematurely terminated call;
• determine said user's position at a point of termination within an interactive voice response (IVR) process at the time of said prematurely terminated call;
• and
• receive, on a graphical user interface (GUI) implemented on a device operated by the user and connected to the call processing module over an internet protocol network:
• a user selection to resume said prematurely terminated call and to use said call processing information to automatically re-establish said user's position at the point of termination within said IVR process of said prematurely terminated call;
• and
• a user selection of a choice of call options, wherein the call options include the option of selecting a different call session process while also being placed in a hold queue until a customer service representative (CSR) associated with the prematurely terminated call is available, and wherein a call session process includes a process associated with a service provided by the call processing module;
• wherein said call processing information comprises terminated calls, wherein said terminated calls are indexed to said origination identifier.