CA2069574A1 - Automatic customer call back for automatic call distribution systems - Google Patents

Automatic customer call back for automatic call distribution systems

Info

Publication number
CA2069574A1
CA2069574A1 CA2069574A CA2069574A CA2069574A1 CA 2069574 A1 CA2069574 A1 CA 2069574A1 CA 2069574 A CA2069574 A CA 2069574A CA 2069574 A CA2069574 A CA 2069574A CA 2069574 A1 CA2069574 A1 CA 2069574A1
Authority
CA
Canada
Prior art keywords
automatic
call
agent
distribution systems
available
Prior art date
Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
Granted
Application number
CA2069574A
Other languages
French (fr)
Other versions
CA2069574C (en
Inventor
Konstantin Livanos
Current Assignee (The listed assignees may be inaccurate. Google has not performed a legal analysis and makes no representation or warranty as to the accuracy of the list.)
AT&T Corp
Original Assignee
American Telephone and Telegraph Co Inc
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by American Telephone and Telegraph Co Inc filed Critical American Telephone and Telegraph Co Inc
Publication of CA2069574A1 publication Critical patent/CA2069574A1/en
Application granted granted Critical
Publication of CA2069574C publication Critical patent/CA2069574C/en
Anticipated expiration legal-status Critical
Expired - Fee Related legal-status Critical Current

Links

Classifications

    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/48—Arrangements for recalling a calling subscriber when the wanted subscriber ceases to be busy
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q11/00—Selecting arrangements for multiplex systems
    • H04Q11/04—Selecting arrangements for multiplex systems for time-division multiplexing
    • H04Q11/0428—Integrated services digital network, i.e. systems for transmission of different types of digitised signals, e.g. speech, data, telecentral, television signals
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2201/00—Electronic components, circuits, software, systems or apparatus used in telephone systems
    • H04M2201/40—Electronic components, circuits, software, systems or apparatus used in telephone systems using speech recognition
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2242/00—Special services or facilities
    • H04M2242/22—Automatic class or number identification arrangements
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/22—Arrangements for supervision, monitoring or testing
    • H04M3/36—Statistical metering, e.g. recording occasions when traffic exceeds capacity of trunks
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/42025—Calling or Called party identification service
    • H04M3/42034—Calling party identification service
    • H04M3/42059—Making use of the calling party identifier
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
    • H04M3/5231—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing with call back arrangements
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
    • H04M3/5238—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing with waiting time or load prediction arrangements
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q3/00—Selecting arrangements
    • H04Q3/72—Finding out and indicating number of calling subscriber

Abstract

An automatic call distribution system wherein, when no agent is immediately available, and the calculated delay before an agent is likely to become available is above a predetermined threshold, a record is made of the calling number (either received as part of call set up or inputs from the caller), and the record is queued. When an agent becomes available, or after a predetermined time, the ACD
removes the top entry from the queue, places a call to the received calling number, and presents the call to an available agent.
CA002069574A 1991-10-23 1992-05-26 Automatic customer call back for automatic call distribution systems Expired - Fee Related CA2069574C (en)

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
US07/780,605 US5311574A (en) 1991-10-23 1991-10-23 Automatic customer call back for automatic call distribution systems
US780,605 1991-10-23

Publications (2)

Publication Number Publication Date
CA2069574A1 true CA2069574A1 (en) 1993-04-24
CA2069574C CA2069574C (en) 1996-02-20

Family

ID=25120076

Family Applications (1)

Application Number Title Priority Date Filing Date
CA002069574A Expired - Fee Related CA2069574C (en) 1991-10-23 1992-05-26 Automatic customer call back for automatic call distribution systems

Country Status (6)

Country Link
US (1) US5311574A (en)
EP (1) EP0539105B1 (en)
JP (1) JP2686029B2 (en)
CA (1) CA2069574C (en)
DE (1) DE69227973T2 (en)
MX (1) MX9205998A (en)

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Also Published As

Publication number Publication date
EP0539105A3 (en) 1994-03-16
EP0539105A2 (en) 1993-04-28
JP2686029B2 (en) 1997-12-08
US5311574A (en) 1994-05-10
CA2069574C (en) 1996-02-20
MX9205998A (en) 1993-05-01
DE69227973D1 (en) 1999-02-04
DE69227973T2 (en) 1999-07-08
EP0539105B1 (en) 1998-12-23
JPH077555A (en) 1995-01-10

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