System and method for call routing and enabling interaction between callers with calls positioned in a queue
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United States of America Patent
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Dec 4, 2012
Grant Date -
Jan 1, 2009
app pub date -
Sep 15, 2008
filing date -
Apr 11, 1997
priority date (Note) -
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Abstract
Systems, methods and apparatus are provided for processing telephone calls from a plurality of customers directed to a call center. In some embodiments, the method includes receiving a telephone call at a call center from a first customer, determining that all agents of the call center are unavailable, placing the telephone call in a queue, obtaining first customer information, and matching the first customer information to second customer information associated with an ongoing communication between a second customer and an agent. The first customer is then offered an opportunity to monitor the ongoing communication, and in some embodiments is connected to the ongoing communication.
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