Patent attributes
An Interactive Voice Response Server (“IVR Server”) generates a session identifier (“session ID”) to identify and track a session during an initial communication connection. Upon resolving menu selection identifiers that are received from a first communication device to a queue of sessions, the IVR Server stores the session ID in a queue table for the queue. Next, the IVR Server determines an estimated wait time, generates a token, and links the estimated wait time and the token to the session by mapping the token and the estimated wait time to an entry of the session ID in the queue table. Finally, the IVR Server transmits the estimated wait time and the token to the first communication device. In a subsequent communication connection, the session can be accessed on the same or a different device as the session progresses through the queue based on the token.
