System and method of handling communications using visible queue

1 . A computer-implemented method of processing communication requests, the method comprising:

receiving a plurality of communication requests from a plurality of user devices of users;

determining respective user statuses of the users for the plurality of communication requests:

respectively assigning a plurality of priorities to the plurality of communication requests based on the respective user statuses of the users:

queuing the plurality of communication requests with the respective user statuses of the users into an incoming communication queue;

determining whether at least one agent of a plurality of agents is available to service the plurality of communication requests from the incoming communication queue;

in response to determining that no agent of the plurality of agents is available to service the plurality of communication requests, respectively connecting the plurality of communication requests to a plurality of interactive voice response (IVR) instances; and

in response to determining that the at least one agent is available to service the plurality of communication requests, dequeuing one or more communication requests of the queued plurality of communication requests from the incoming communication queue in an order of one or more priorities respectively assigned to the one or more communication requests, to service the one or more communication requests.

2 . The method of claim 1 , wherein a user status of a communication request in the incoming communication queue is enhanced from a first user status to a second user status.

3 . The method of claim 1 , wherein the plurality of communication requests that are connected to the plurality of IVR instances form an IVR queue within the incoming communication queue.

4 . The method of claim 1 , further comprising:

connecting each of the dequeued one or more communication requests to an agent device of the at least one agent; and

initiating a connection and communication between a user device of the plurality of user devices and the agent device of the at least one agent that services the dequeued communication request.

5 . The method of claim 1 , wherein dequeuing the one or more communication requests from the incoming communication queue comprises:

dequeuing a first communication request from the incoming communication queue, wherein the first communication request has a first assigned priority; and

dequeuing a second communication request from the incoming communication queue, wherein the second communication request has a second assigned priority;

wherein the first priority is a higher priority than the second priority.

6 . The method of claim 1 , wherein the incoming communication queue is displayed on a plurality of agent devices of the plurality of agents.

7 . The method of claim 1 , wherein each communication request further comprises at least one of a user identifier, a time the communication request is received, or a name of a user.

8 . The method of claim 1 , wherein each user status of the respective user statuses comprises an existing customer, a preferred customer, a new number, a personal user, or a VIP customer.

9 . The method of claim 1 , further comprising:

determining that a first user status of a first communication request is a personal user; and

connecting the first communication request to a device to which the first communication request is addressed.

10 . The method of claim 1 , wherein the plurality of communication requests are added to the incoming communication queue in an order the plurality of communication requests are received.

11 . One or more non-transitory computer readable storage media having instructions stored thereupon which, when executed by a server system having at least a processor and a memory therein, cause the server system to perform operations, the operations comprising:

receiving a plurality of communication requests from a plurality of user devices of users;

determining respective user statuses of the users for the plurality of communication requests:

respectively assigning a plurality of priorities to the plurality of communication requests based on the respective user statuses of the users:

queuing the plurality of communication requests with the respective user statuses of the users into an incoming communication queue;

determining whether at least one agent of a plurality of agents is available to service the plurality of communication requests from the incoming communication queue;

in response to determining that no agent of the plurality of agents is available to service the plurality of communication requests, respectively connecting the plurality of communication requests to a plurality of interactive voice response (IVR) instances; and

in response to determining that the at least one agent is available to service the plurality of communication requests, dequeuing one or more communication requests of the queued plurality of communication requests from the incoming communication queue in an order of one or more priorities respectively assigned to the one or more communication requests, to service the one or more communication requests.

12 . The one or more non-transitory computer readable storage media of claim 11 , wherein a user status of a communication request in the incoming communication queue is enhanced from a first user status to a second user status.

13 . The one or more non-transitory computer readable storage media of claim 11 , wherein the plurality of communication requests that are connected to the plurality of IVR instances form an IVR queue within the incoming communication queue.

14 . The one or more non-transitory computer readable storage media of claim 11 , wherein the operations further comprise:

connecting each of the dequeued one or more communication requests to an agent device of the at least one agent; and

initiating a connection and communication between a user device of the plurality of user devices and the agent device of the at least one agent that services the dequeued communication request.

15 . The one or more non-transitory computer readable storage media of claim 11 , wherein dequeuing the one or more communication requests from the incoming communication queue comprises:

dequeuing a first communication request from the incoming communication queue, wherein the first communication request has a first assigned priority; and

dequeuing a second communication request from the incoming communication queue, wherein the second communication request has a second assigned priority;

wherein the first priority is a higher priority than the second priority.

16 . The one or more non-transitory computer readable storage media of claim 11 , wherein the incoming communication queue is displayed on a plurality of agent devices of the plurality of agents.

17 . The one or more non-transitory computer readable storage media of claim 11 , wherein each communication request further comprises at least one of a user identifier, a time the communication request is received, or a name of a user.

18 . The one or more non-transitory computer readable storage media of claim 11 , wherein each user status of the respective user statuses comprises an existing customer, a preferred customer, a new number, a personal user, or a VIP customer.

19 . The one or more non-transitory computer readable storage media of claim 11 , wherein the operations further comprise:

determining a first user status of a first communication request is a personal user; and

connecting the first communication request to a device to which the first communication request is addressed.

20 . A server based interactive communication system, comprising:

at least one memory; and

at least one processor coupled with the at least one memory and configured to perform operations comprising:

receiving a plurality of communication requests from a plurality of user devices of users;

determining respective user statuses of the users for the plurality of communication requests:

respectively assigning a plurality of priorities to the plurality of communication requests based on the respective user statuses of the users:

queuing the plurality of communication requests with the respective user statuses of the users into an incoming communication queue;

determining whether at least one agent of a plurality of agents is available to service the plurality of communication requests from the incoming communication queue;

in response to determining that no agent of the plurality of agents is available to service the plurality of communication requests, respectively connecting the plurality of communication requests to a plurality of interactive voice response (IVR) instances; and

in response to determining that the at least one agent is available to service the plurality of communication requests, dequeuing one or more communication requests of the queued plurality of communication requests from the incoming communication queue in an order of one or more priorities respectively assigned to the one or more communication requests, to service the one or more communication requests.