Contact center queue priority management method and system
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United States of America Patent
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Jun 9, 2015
Issued Date -
N/A
app pub date -
Jul 16, 2012
filing date -
Jul 16, 2012
priority date (Note) -
In Force
status (Latency Note)
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Abstract
A system and method for providing hold queue prioritizing for a contact center includes an automated system and a contact receiver/director for connecting contacts to the automated system. A contact identifier obtains identifying information from each of the contacts connected to the system. A hold queue is coupled to the contact receiver/director for storing contact records associated with contacts connected to the automated system. A contact status identifier determines a connection status of each of the contacts in the hold queue and stores the connection status in the respective contact record for each contact. A contact-back identifier identifies a received contact-back by matching the contact identifying information associated with a contact to a contact record in the hold queue. The contact receiver/director selects a contact record with a “connected” connection status and connects the caller in the hold queue associated with the selected contact record to an available agent.
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