Call center queue administration

Details Call center queue administration Call center queue administration

H - Electricity

04

L

H04L 29/02 (2006.01) H04L 12/66 (2006.01) H04Q 3/64 (2006.01)

Patent

CA 2328434

A feature server, e.g., a stored program control- ler, processes calls to a subscriber's main directory number in a packet network by submitting a subscriber- administered questionnaire to callers. The information in the questionnaire, when completed by the calling party, can be used to automatically route the call or to reposition the call in the incoming call queue. Alternatively, the completed, or even partially - pleted questionnaire may be displayed in a "pop up" window to a subscriber's operator who can then use the information to assist the caller or, without need of answering the call, to reposition the call within the queue or to divert the call to another directory num- ber. In addition, information previously provided in a questionnaire completed by a caller is stored so that when the caller calls again, the stored information may be employed to more efficiently process the call.

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