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:
Apr. 17, 2012
Filed:
Jun. 07, 2007
Michael Wayne Brown, Georgetown, TX (US);
Joseph Herbert Mcintyre, Austin, TX (US);
Michael a Paolini, Austin, TX (US);
James Mark Weaver, Austin, TX (US);
Scott Lee Winters, Austin, TX (US);
Michael Wayne Brown, Georgetown, TX (US);
Joseph Herbert McIntyre, Austin, TX (US);
Michael A Paolini, Austin, TX (US);
James Mark Weaver, Austin, TX (US);
Scott Lee Winters, Austin, TX (US);
International Business Machines Corporation, Armonk, NY (US);
Abstract
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.