Patent attributes
A system and method employed in a call center provide a memory structure for use in maintaining a call queue including data representing a plurality of calls to be serviced, and the data is structured so as to represent an order in which the plurality of calls are to be serviced. The call queue data further indicates whether each call is to be handled as an inbound or an outbound call. When an incoming call is received by the call center and no service representative is currently available to service the call, the caller is prompted to elect to either wait on-line for a next available service representative or to disconnect the call and receive a call back at a later time. An aspect of this technology is that the caller does not lose his or her place in the queue and is not stuck on hold.
