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:
Jan. 08, 2013
Filed:
Oct. 20, 2010
David Owen Peterson, Lehi, UT (US);
Tim Harris, Lehi, UT (US);
Brian Douglas Minert, Orem, UT (US);
Bryan Craig Pino, Riverton, UT (US);
Nicholas Bauer Ramond, Draper, UT (US);
Mark Erik Rasi-koskinen, Riverton, UT (US);
David Owen Peterson, Lehi, UT (US);
Tim Harris, Lehi, UT (US);
Brian Douglas Minert, Orem, UT (US);
Bryan Craig Pino, Riverton, UT (US);
Nicholas Bauer Ramond, Draper, UT (US);
Mark Erik Rasi-Koskinen, Riverton, UT (US);
Incontact, Inc., Midvale, UT (US);
Abstract
A method for an automated call distribution system to re-associate a caller with a queue position previously established in an on-hold queue. The method includes receiving a first incoming call from a caller and assigning the caller to a position in an on-hold queue when the caller is placed on-hold by the automated call distribution system. A placeholder for the caller may then be assigned in the on-hold queue when the caller disconnects with the automated call distribution system. The placeholder corresponds to the position of the caller in the on-hold queue and is associated with a caller identifier. The method further includes receiving a second incoming call from the caller and associating the second incoming call with the caller identifier. It is then determined that the caller is associated with the placeholder. The caller is placed back into the on-hold queue at the position of the placeholder.