Importance

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Abstract

In an automatic call distributor system, calls waiting in a queue to receive attendant service are informed of the expected waiting time prior to connection to an attendant. This permits callers to defer a call if the queue is excessively long and they can place the call at a later time. The announcements are periodically updated to reassure customers that they are, in fact, progressing in the queue. Customers are given the opportunity to leave a message such as a telephone number if they do not wish to wait. Advantageously, such an arrangement avoids a situation wherein a customer impatiently disconnects just before being served or waits too long unexpectedly because of absence of information on remaining waiting time.

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First Claim