1
Michael Wayne Brown, Joseph Herbert McIntyre, Michael A Paolini, James Mark Weaver, Scott Lee Winters: Controlling hold queue position adjustment. International Business Machines Corporation, Mark S Walker, Amy J Pattillo, July 17, 2007: US07245716 (103 worldwide citation)

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 id ...


2
Michael Wayne Brown, Joseph Herbert McIntyre, Michael A Paolini, James Mark Weaver, Scott Lee Winters: Controlling hold queue position adjustment. International Business Machines Corporation, John D Flynn, Amy J Pattillo, April 17, 2012: US08160235

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 id ...


3
Michael W Brown, Joseph H McIntyre, Michael A Paolini, James M Weaver, Scott L Winters: Controlling hold queue position adjustment. International Business Machines Corporation, John D Flynn, Amy J Pattillo, October 28, 2014: US08873738

A computer system detects a call from a caller at a hold queue, wherein an identity of the caller is authenticated according to a voice identity of the caller. The computer system accesses a caller profile according to the identity of the caller, wherein the caller profile comprises at least one pre ...


4
Michael Wayne Brown, Joseph Herbert McIntyre, Michael A Paolini, James Mark Weaver, Scott Lee Winters: Controlling hold queue position adjustment. International Business Machines Corporation, John D Flynn, Amy J Pattillo, January 14, 2014: US08630403

A question of a first caller from among multiple callers waiting in a hold queue of a call center is published. Responsive to a second caller from among multiple callers indicating a readiness to answer to the question, the first caller is connected with the second caller. Responsive to the second c ...


5
Michael Wayne Brown, Joseph Herbert McIntyre, Michael A Paolini, James Mark Weaver, Scott Lee Winters: Controlling hold queue position adjustment. International Business Machines Corporation, Cynthia S Byrd, Internal Business Machines, June 12, 2003: US20030108185-A1

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 id ...


6
Michael Wayne Brown, Joseph Herbert Mcintyre, Michael A Paolini, James Mark Weaver, Scott Lee Winters: Controlling hold queue position adjustment. International Business Machines Corporation, Ibm, C O Amy Pattillo, October 4, 2007: US20070230683-A1

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 id ...


7
Michael Wayne Brown, Joseph Herbert Mcintyre, Michael A Paolini, James Mark Weaver, Scott Lee Winters: Controlling hold queue position adjustment. International Business Machines Corporation, August 9, 2012: US20120201365-A1

A question of a first caller from among multiple callers waiting in a hold queue of a call center is published. Responsive to a second caller from among multiple callers indicating a readiness to answer to the question, the first caller is connected with the second caller. Responsive to the second c ...


8
CONTROLLING HOLD QUEUE POSITION ADJUSTMENT. INTERNATIONAL BUSINESS MACHINES CORPORATION, April 10, 2014: US20140098944-A1

A computer system detects a call from a caller at a hold queue, wherein an identity of the caller is authenticated according to a voice identity of the caller. The computer system accesses a caller profile according to the identity of the caller, wherein the caller profile comprises at least one pre ...