Method and apparatus for determining an on-hold queue position of a call
US11962717B1 · kind B1 · utility
Assignee
Inventors
Key dates
| Filing date | Oct 11, 2022 |
| Grant date | Apr 16, 2024 |
| Priority date | — |
| Expiry date | Oct 11, 2042 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2250/12
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
Technology for determining a queue position of a call from a user can include receiving, at an enterprise, the call from a user device associated with the user. The user device includes an application associated with the enterprise. The call is placed into an on-hold queue. A weighted level of importance associated with the call is determined based on call history information associated with the user device and call frequency associated with the user. The weighted level of importance is compared to at least one weight threshold. A wait time for the call is decreased based on the weighted level of importance meeting or exceeding the at least one weight threshold.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.