The patent badge is an abbreviated version of the USPTO patent document. The patent badge does contain a link to the full patent document.
The patent badge is an abbreviated version of the USPTO patent document. The patent badge covers the following: Patent number, Date patent was issued, Date patent was filed, Title of the patent, Applicant, Inventor, Assignee, Attorney firm, Primary examiner, Assistant examiner, CPCs, and Abstract. The patent badge does contain a link to the full patent document (in Adobe Acrobat format, aka pdf). To download or print any patent click here.
Patent No.:
Date of Patent:
Oct. 25, 2005
Filed:
Dec. 03, 2001
Michael Wayne Brown, Georgetown, TX (US);
David R. Cheng, Wilmington, DE (US);
Wing-ying Stephanie Leung, Ann Arbor, MI (US);
Folu Okunseinde, Oakhurst, NJ (US);
Michael A. Paolini, Austin, TX (US);
Seema Sheth-voss, Cambridge, MA (US);
Scott Lee Winters, Austin, TX (US);
Michael Wayne Brown, Georgetown, TX (US);
David R. Cheng, Wilmington, DE (US);
Wing-Ying Stephanie Leung, Ann Arbor, MI (US);
Folu Okunseinde, Oakhurst, NJ (US);
Michael A. Paolini, Austin, TX (US);
Seema Sheth-Voss, Cambridge, MA (US);
Scott Lee Winters, Austin, TX (US);
International Business Machines Corporation, Armonk, NY (US);
Abstract
A method, system, and program for expert hold queue management are provided. A call is received at a call center. The call is placed on hold in a hold queue until a representative of the call center is available to answer the call. While on hold in the hold queue, the call is transferred to an expert. In particular, the call may be transferred to a second hold queue within the first hold queue if the expert is not immediately available. Experts may include freelance experts, query based experts, and emergency response experts. Then, responsive to detecting the call at the top of the call queue, the caller is notified of an availability of a representative. The caller may select to remain with the expert or transfer to the representative.