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    • 8. 发明授权
    • Controlling hold queue position adjustment
    • 控制保持队列位置调整
    • US08160235B2
    • 2012-04-17
    • US11759428
    • 2007-06-07
    • Michael Wayne BrownJoseph Herbert McIntyreMichael A PaoliniJames Mark WeaverScott Lee Winters
    • Michael Wayne BrownJoseph Herbert McIntyreMichael A PaoliniJames Mark WeaverScott Lee Winters
    • H04M3/00
    • H04M3/523H04M3/385
    • A method, system, and program for allowing callers to adjust in position within a hold queue are provided. An advancement token earned by a caller while waiting in a hold queue is detected. The advancement token is stored for redemption in a future call by the caller according to an authenticated identifier for the caller, wherein future redemption of the advancement token will cause adjustment of a waiting position. In particular, a caller in the call hold queue may earn advancement tokens by answering questions posed by other callers in the call hold queue, where the questions are answered in a manner such that the other callers do not need additional aid from a representative. In addition, a caller may redeem advancement tokens earned in a previous hold queue while waiting in current hold queue, where the redeemable advancement tokens are accessible across multiple call centers according to the caller identification.
    • 提供了一种用于允许呼叫者在保持队列内调整位置的方法,系统和程序。 检测到在等待保持队列时由呼叫者获得的提前令牌。 根据呼叫者的认证标识符,提前令牌在呼叫者的未来呼叫中存储以用于兑换,其中未来的兑换令牌的兑换将导致等待位置的调整。 特别地,呼叫保持队列中的呼叫者可以通过回答由呼叫保持队列中的其他呼叫者提出的问题来获得提前令牌,其中以使得其他呼叫者不需要代表的额外援助的方式回答问题。 此外,呼叫者可以在等待当前保持队列中兑换先前保持队列中获得的提前令牌,其中根据呼叫者标识可跨多个呼叫中心访问可兑换提前令牌。