System and method for managing a hold queue based on customer information retrieved from a customer database
US7068775B1 · kind B1 · utility
Assignee
Inventor
Key dates
| Filing date | Dec 2, 1998 |
| Grant date | Jun 27, 2006 |
| Priority date | — |
| Expiry date | Dec 2, 2018 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04Q2213/1328
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A system, including a method for prioritizing on hold calls connected to an automated telephone system is disclosed. The system and method utilizes customer information retrieved from a customer database as call prioritizing information for each connected call. The method begins by connecting a plurality of calls to the automated telephone system. Caller identifying information is obtained from each connected call and each connected call is placed on hold. Then, a customer database is searched and a customer database record is identified corresponding the obtained caller identifying information for each connected call. A call record for each connected call is created and inserted into the hold queue. Each call record includes the caller identifying information and call prioritizing information corresponding to the connected call. The connected calls are then directed to available agents based on the call prioritizing information stored in each call record in the hold queue.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.