Abstract: A virtual queuing system includes a server connected to a call center. The call center includes an automatic call distributor and a firewall. The server maintains virtual queues. User interfaces enqueu a call by a user of the call center to the virtual queues via the server. An application programming interface interfaces the user interfaces to the server. A virtual queuing connector module connects the automatic call distributor of the call center to the application programming interface across the firewall of the call center via requests or pulls initiated by the virtual queuing connector module. The virtual queuing connector module and the automatic call distributor are operated inside the firewall. The server, the application programming interface, and the user interfaces are operated outside the firewall. When a call is up, the call is connected as a prioritized call, assigned to a reserved IVR channel, and put through first.

Abstract: A virtual queuing system includes a server connected to a call center. The call center includes an automatic call distributor and a firewall. The server maintains virtual queues. User interfaces enqueu a call by a user of the call center to the virtual queues via the server. An application programming interface interfaces the user interfaces to the server. A virtual queuing connector module connects the automatic call distributor of the call center to the application programming interface across the firewall of the call center via requests or pulls initiated by the virtual queuing connector module. The virtual queuing connector module and the automatic call distributor are operated inside the firewall. The server, the application programming interface, and the user interfaces are operated outside the firewall. When a call is up, the call is connected as a prioritized call, assigned to a reserved IVR channel, and put through first.