Method and apparatus for priority queuing of telephone calls
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United States of America Patent
Stats
-
Aug 31, 1999
Grant Date -
N/A
app pub date -
Feb 6, 1997
filing date -
Feb 6, 1997
priority date (Note) -
In Force
status (Latency Note)
Importance
Abstract
A PBX/automatic call distributor (ACD) system allows callers to exercise control over their rank order within a phone queue. The ACD accesses a call database and develops offers to be made to callers, based upon a caller reaching a particular position in a queue or at a position at which the call is first placed in the queue. An interactive voice response unit (IVRU) is employed to offer a caller a chance to move up in the queue in return for a payment. If the caller wishes to accept the offer, the caller responds by using the touch tone keys of his/her telephone and entering a credit card number, an account number, or indicating some other method of payment. The ACD then changes the rank order of the caller's call within the phone queue and alters the rank position of other calls within the queue, accordingly.
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