System and method for virtual queuing of calls
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.
1. A method for managing a call to avoid an on-hold wait time associated with a main queue of a call center, the method comprising:
receiving a communication request from a user for telephonic communication with a communication agent via the call center, wherein the communication request includes user information;
receiving a call back request from the user to avoid the on-hold wait time associated with being placed in the main queue of the call center;
based on the call back request, placing the communication request and the user information associated therewith into a virtual queuing system having a virtual queue different from the main queue;
metering the communication request in the virtual queue for a metered wait time based at least on a queuing factor such that the metered wait time for the virtual queue may be different from the on-hold wait time of the main queue; and
after expiration of the metered wait time, bridging a communication connection between the user and the communication agent including transferring the user information out of the virtual queue of the virtual queuing system and into call center.
2. The method of claim 1 , wherein the queuing system is located external to the call center having the communication agent therein, the virtual 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 the 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 the metered wait time, transferring the communication request to a priority queue in the call center; 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.
10. The method of claim 9 , 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.
11. A system for managing a call to avoid an on-hold wait time associate with a main queue of a call center, the system comprising:
at least one processing device;
a virtual queuing system having a virtual queue therein; 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 communication request from a user for telephonic communication with a communication agent via the call center, wherein the communication request includes user information;
receive a call back request from the user to avoid the on-hold wait time associated with being placed in the main queue of the call center;
based on the call back request, place the communication request and the user information associated therewith into the virtual queue of the virtual queuing system;
metering the communication request in the virtual queue for a metered wait time based at least on a queuing factor such that the metered wait time for the virtual queue may be different from the on-hold wait time of the main queue; and
after expiration of the metered wait time, bridging a communication connection between the user and the communication agent, including transferring the user information out of the virtual queue of the virtual queuing system and into the call center.
12. The system of claim 11 , wherein the queuing system is located external to the call center having the communication agent therein, the virtual 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 the 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 the metered wait time, transfer the communication request to a priority queue in the call center; 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.