- 专利标题: System for managing wait queues in a high volume system
-
申请号: US12120567申请日: 2008-05-14
-
公开(公告)号: US09635180B2公开(公告)日: 2017-04-25
- 发明人: Ying Chen , Joel Duquene , James P. Eberwein , Dong K. Lieu
- 申请人: Ying Chen , Joel Duquene , James P. Eberwein , Dong K. Lieu
- 申请人地址: US NY Armonk
- 专利权人: International Business Machines Corporation
- 当前专利权人: International Business Machines Corporation
- 当前专利权人地址: US NY Armonk
- 代理机构: CRGO Law
- 代理商 Steven M. Greenberg, Esq.
- 主分类号: H04M3/52
- IPC分类号: H04M3/52 ; H04M3/523
摘要:
Embodiments of the present invention address deficiencies of the art in respect to call center wait queue management and provide a novel and non-obvious method, system and computer program product for call-back reservation services in a remote call center computing environment. In an embodiment of the invention, a call-back reservation method can be provided. The method can include receiving a telephone call to a remote call center from a caller, informing the caller of a reservation options menu, calculating multiple reservation time-slots to accommodate the caller's schedule, such that the reservation time is based on caller's personal preference, assigning a call-back reservation token to the caller, disconnecting the caller from the remote call center, and providing the caller with access to a remote call center agent at the reservation time when the caller reconnects to the remote call center.
公开/授权文献
- US20090285380A1 SYSTEM FOR MANAGING WAIT QUEUES IN A HIGH VOLUME SYSTEM 公开/授权日:2009-11-19