System and method of managing incoming telephone calls at a call center
Number of patents in Portfolio can not be more than 2000
United States of America Patent
Stats
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Oct 1, 2013
Grant Date -
Mar 1, 2007
app pub date -
Aug 29, 2005
filing date -
Aug 29, 2005
priority date (Note) -
In Force
status (Latency Note)
Importance
Abstract
A method of managing incoming calls is disclosed and includes receiving a telephone call. Further, the method includes offering a caller a bypass option to bypass an automated help application and placing the telephone call in a queue for a next available customer service agent. The method can also include prompting the caller for payment when the caller selects the bypass option. Further, the method can include indicating a current wait time when the bypass option is declined. Moreover, the method can include offering the caller an instant service option to directly connect the caller to a customer service agent. The method can also include prompting the caller for payment when the caller selects the instant service option and directly connecting the telephone call to a customer service agent.
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