System and method for virtual queuing of calls

Abstract

The present method and system provides a virtual queuing technique including the method and system providing for receiving a communication request from a user for telephonic communication with a communication agent, wherein the communication request includes user information. The method and system includes receiving a call back request from the user to avoid the on-hold wait time and based on the call back request, placing the communication request and the user information associated therewith into a queuing system. The method and system thereby meters the communication request in the queuing system for a metered wait time based at least on a queuing factor relating to at least one of: the on-hold wait time and the user information and after expiration of the metered wait time, bridges a communication connection with the user and the communication agent based on the communication request.

What is claimed is: 
     
         1 . A method for managing a call to avoid an on-hold wait time, the method comprising:
 receiving a call back request from a user to avoid the on-hold wait time;   based on the call back request, placing the communication request and user information associated therewith into a virtual queuing system;   metering the communication request in the virtual queuing system based on a queuing factor; and   bridging a communication connection back from the virtual queuing system with the user and a communication agent based on the communication request.   
     
     
         2 . The method of  claim 1 , wherein the queuing system is located virtual to a call center having the communication agent therein, the queuing system in communication with the call center via a networked connection. 
     
     
         3 . The method of  claim 2 , wherein the communication request includes the call back request and is received directly from the user via at least one of: a short messaging system interface and a web interface. 
     
     
         4 . The method of  claim 1 , wherein the user information includes at least one of: a user name, a user account information, a user callback number, and call purpose information. 
     
     
         5 . The method of  claim 1  further comprising:
 contacting a call center having the communication agent associated therewith; and 
 confirming communication agent engagement of the communication request prior to bridging the communication connection. 
 
     
     
         6 . The method of  claim 5  further comprising:
 after expiration of a metered wait time, transferring the communication request to a priority queue; and 
 engaging the user via a call back call prior to bridging the communication connection. 
 
     
     
         7 . The method of  claim 6 , wherein the contacting the user via the call back call occurs prior to the engaging the communication agent. 
     
     
         8 . The method of  claim 5 , wherein the queuing system contacts the call center via at least one of: a special purpose dialed number identification service and a session initiation protocol address. 
     
     
         9 . The method of  claim 1 , wherein the metering the communication request including utilizing a patience factor associated with the on-hold wait time. 
     
     
         11 . A system for managing a call to avoid an on-hold wait time comprising:
 at least one processing device;   a queuing system for managing the call; and   a computer readable medium having executable instructions stored therein, such that the processing device is, in response to the executable instructions, operative to:   receive a call back request from the user to avoid the on-hold wait time;   based on the call back request, place the communication request and user information associated therewith into a virtual queuing system;   metering the communication request in the virtual queuing system based on a queuing factor; and   bridging a communication connection back from the virtual queuing system with the user and the communication agent based on the communication request.   
     
     
         12 . The system of  claim 11 , wherein the queuing system is located virtual to a call center having the communication agent therein, the queuing system in communication with the call center via a networked connection. 
     
     
         13 . The system of  claim 12 , wherein the communication request includes the call back request and is received directly from the user via at least one of: a short messaging system interface and a web interface. 
     
     
         14 . The system of  claim 11 , wherein the user information includes at least one of: a user name, a user account information, a user callback number, and call purpose information. 
     
     
         15 . The system of  claim 11 , wherein the processing device, in response to further executable instructions, is further operative to:
 contact a call center having the communication agent associated therewith; and   confirm communication agent engagement of the communication request prior to bridging the communication connection.   
     
     
         16 . The system of  claim 15 , wherein the processing device, in response to further executable instructions, is further operative to:
 after expiration of a metered wait time, transfer the communication request to a priority queue; and   engage the user via a call back call prior to bridging the communication connection.   
     
     
         17 . The system of  claim 16 , wherein the contacting the user via the call back call occurs prior to the engaging the communication agent. 
     
     
         18 . The system of  claim 15 , wherein the queuing system contacts the call center via at least one of: a special purpose dialed number identification service and a session initiation protocol address. 
     
     
         19 . The system of  claim 11 , wherein the metering the communication request including utilizing a patience factor associated with the on-hold wait time. 
     
     
         20 . The system of  claim 19 , wherein the patience factor is a multiplication factor such that the metered wait time is a product of the on-hold wait time and the patience factor.