07245716 is referenced by 103 patents and cites 62 patents.

A method, system, and program for allowing callers to adjust in position within a hold queue are provided. An advancement token earned by a caller while waiting in a hold queue is detected. The advancement token is stored for redemption in a future call by the caller according to an authenticated identifier for the caller, wherein future redemption of the advancement token will cause adjustment of a waiting position. In particular, a caller in the call hold queue may earn advancement tokens by answering questions posed by other callers in the call hold queue, where the questions are answered in a manner such that the other callers do not need additional aid from a representative. In addition, a caller may redeem advancement tokens earned in a previous hold queue while waiting in current hold queue, where the redeemable advancement tokens are accessible across multiple call centers according to the caller identification.

Title
Controlling hold queue position adjustment
Application Number
10/15382
Publication Number
7245716 (B2)
Application Date
December 12, 2001
Publication Date
July 17, 2007
Inventor
Scott Lee Winters
Austin
TX, US
James Mark Weaver
Austin
TX, US
Michael A Paolini
Austin
TX, US
Joseph Herbert McIntyre
Austin
TX, US
Michael Wayne Brown
Georgetown
TX, US
Agent
Amy J Pattillo
Mark S Walker
Assignee
International Business Machines Corporation
NY, US
IPC
H04M 11/00
H04M 3/00
H04M 5/00
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