US20040228470A1 - Automatic call director first in first out accessory - Google Patents

Automatic call director first in first out accessory Download PDF

Info

Publication number
US20040228470A1
US20040228470A1 US10/870,854 US87085404A US2004228470A1 US 20040228470 A1 US20040228470 A1 US 20040228470A1 US 87085404 A US87085404 A US 87085404A US 2004228470 A1 US2004228470 A1 US 2004228470A1
Authority
US
United States
Prior art keywords
queue
primary
secondary resource
controller
director
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.)
Abandoned
Application number
US10/870,854
Inventor
Mark Williams
Gregory Nightingale
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.)
Individual
Original Assignee
Individual
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
Priority claimed from US09/001,492 external-priority patent/US6563921B1/en
Application filed by Individual filed Critical Individual
Priority to US10/870,854 priority Critical patent/US20040228470A1/en
Publication of US20040228470A1 publication Critical patent/US20040228470A1/en
Abandoned legal-status Critical Current

Links

Images

Classifications

    • HELECTRICITY
    • H04ELECTRIC COMMUNICATION TECHNIQUE
    • H04MTELEPHONIC COMMUNICATION
    • H04M3/00Automatic or semi-automatic exchanges
    • H04M3/42Systems providing special services or facilities to subscribers
    • H04M3/50Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/523Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
    • HELECTRICITY
    • H04ELECTRIC COMMUNICATION TECHNIQUE
    • H04MTELEPHONIC COMMUNICATION
    • H04M2203/00Aspects of automatic or semi-automatic exchanges
    • H04M2203/20Aspects of automatic or semi-automatic exchanges related to features of supplementary services
    • H04M2203/2011Service processing based on information specified by a party before or during a call, e.g. information, tone or routing selection
    • HELECTRICITY
    • H04ELECTRIC COMMUNICATION TECHNIQUE
    • H04MTELEPHONIC COMMUNICATION
    • H04M3/00Automatic or semi-automatic exchanges
    • H04M3/42Systems providing special services or facilities to subscribers
    • H04M3/50Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/5166Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing in combination with interactive voice response systems or voice portals, e.g. as front-ends
    • HELECTRICITY
    • H04ELECTRIC COMMUNICATION TECHNIQUE
    • H04MTELEPHONIC COMMUNICATION
    • H04M3/00Automatic or semi-automatic exchanges
    • H04M3/42Systems providing special services or facilities to subscribers
    • H04M3/50Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/523Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
    • H04M3/5231Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing with call back arrangements
    • HELECTRICITY
    • H04ELECTRIC COMMUNICATION TECHNIQUE
    • H04MTELEPHONIC COMMUNICATION
    • H04M3/00Automatic or semi-automatic exchanges
    • H04M3/42Systems providing special services or facilities to subscribers
    • H04M3/50Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/53Centralised arrangements for recording incoming messages, i.e. mailbox systems
    • H04M3/533Voice mail systems

Definitions

  • the present invention relates to automatic call directors and, in particular, to accessories for maintaining first in first out call processing.
  • ACD Automatic call directors
  • agents and other resources e.g., modems, facsimile machines, voice mail, etc.
  • the typical ACD connects callers with resources until all resources are in use. At that point, further callers are placed in a hold queue until a resource becomes available. Normally the first in this hold queue will be the first out of the queue (i.e., a first in first out (FIFO) queue).
  • FIFO first in first out
  • ACDs are designed to handle callers in the described manner.
  • a caller waits in the queue until a resource is available and is removed from the queue upon being connected to a resource. If the caller is returned to the queue for some reason the callers will be added to the end of the queue.
  • ACDs manufactured by Lucent, Siemens, and Nortel operate in this manner.
  • Resources that may be classified as secondary resources include voice mail (for voice mail independent of the main call (e.g., expressing an opinion of the calling experience while waiting for the primary resource)); information on demand systems, that provide prerecorded information on topics chosen by the caller while waiting; or non-agent telephones (e.g., calling a particular party on an ancillary matter while waiting for the primary resource).
  • voice mail for voice mail independent of the main call (e.g., expressing an opinion of the calling experience while waiting for the primary resource)
  • information on demand systems that provide prerecorded information on topics chosen by the caller while waiting
  • non-agent telephones e.g., calling a particular party on an ancillary matter while waiting for the primary resource.
  • Another secondary resource is an automatic call back system. These systems take a call on hold, obtain call back information and calls back the caller at some future time. Such a system is disclosed in U.S. Pat. No. 5,227,884 and is incorporated herein by reference.
  • An accessory device for a server where the server allocates client primary resource requests to primary resources and has a primary queue, includes a controller, a client/server communication link, an auxiliary queue, and a secondary resource communication link.
  • the client/server communication link is adapted to communicate with the server and at least one client.
  • the device intercepts client primary resource requests via the client/server communication link in response to the controller.
  • the device stores the intercepted requests in the auxiliary queue in response to the controller.
  • the secondary resource communication link is adapted to communicate with at least one secondary resource.
  • the device allocates secondary resource requests to the secondary resource in response to the controller.
  • the device returns the intercepted requests to the server via the client/server communication link in response to a desired condition.
  • FIG. 1 is block diagram of a prior art system for assigning resources to clients using a server.
  • FIG. 2 is a block diagram of an embodiment of a system for assigning resources to clients according to the invention.
  • FIG. 3 is a block diagram of an accessory device according to the invention.
  • FIG. 4 is a block diagram of an additional embodiment of a system for assigning resources to clients according to the invention.
  • FIG. 5 is a block diagram of an embodiment of a system for assigning resources to callers according to the invention.
  • a FIFO accessory 12 is used to maintain the queue status for a server 14 that is not itself configured to maintain the status of clients 16 that will access secondary resources 18 while waiting for primary resources 20 .
  • the accessory 12 receives client information and resource requests from the server 14 and controls placement of client information and resource requests into the primary queue 21 of the server 14 via a client/server communications link 22 .
  • the accessory 12 is responsive to requests by the clients 16 for secondary resources 18 . It provides secondary resources 18 via a secondary resource communications link 24 . Unlike the server 14 , the accessory 12 maintains the queue entry for the clients 16 even when a client is accessing a secondary resource 18 .
  • the accessory 12 includes a controller 26 and an auxiliary queue 28 .
  • the controller 26 controls the client/server communication link 22 , the secondary resources link 24 and auxiliary queue 28 .
  • the controller 26 and auxiliary queue 28 may be conveniently implemented using a microcomputer-based system, but such devices as programmable controllers, custom integrated circuits, and other devices known to those skilled in the art may be employed.
  • the controller 26 and auxiliary queue 28 are distinct from the server 14 .
  • the accessory 12 will typically pass all client requests for primary resources 20 directly to the server 14 as long as primary resources 20 are available. If all primary resources 20 are in use by other clients, the primary queue 21 will begin to fill. As the primary queue 21 fills, the controller 26 will begin placing the client requests in the auxiliary queue 28 instead of in the primary queue 21 .
  • the threshold number of entries in the primary queue 21 at which the accessory 12 stops and starts placing client requests in the primary queue 21 may be chosen based on the likely wait period in the primary queue 21 . If the wait period will likely be too short to allow a client to make use of the secondary resources 20 , the client requests can conveniently wait in the primary queue 21 .
  • the controller 26 offers the clients access to the secondary resources 24 . This is accomplished by such well-known techniques as announcements, interactive voice response and voice response units. In some cases, access may be forced (e.g., a mandatory automatic call back system).
  • the intercepted client requests for primary resources in the auxiliary queue 28 are maintained even while the client 16 accesses the secondary resources 18 .
  • This information includes the order and/or time of the client's request for primary resources.
  • this information is used to provide FIFO operation of not only the auxiliary queue 28 , but also the primary queue 21 . Entries are not placed into the primary queue 21 by the accessory 12 until the order of the entries is immutable (i.e., no more access of secondary resources are permitted and thus there is no way for the client to “get out of line” at that point).
  • auxiliary queue 28 it is possible to maintain other ordering information in the auxiliary queue 28 .
  • clients might have differing priority levels.
  • the priority level would be part of determining when the client left the auxiliary queue 28 .
  • a client is accessing a secondary resource when it reaches the head of the auxiliary queue 28 .
  • it may be immediately disconnected from the secondary resource, warned of a pending disconnect, or given a choice to disconnect. It is expected that in the cases of delayed disconnection, the client's will just “step aside” until disconnection from the secondary resource.
  • an additional embodiment of the invention places the accessory 12 ′ between the clients 16 and the server 14 .
  • the accessory 12 ′ intercepts the primary resource requests directly from the clients 16 via the client communications link 22 A and communicates with the server 14 with the server communications link 22 B.
  • the basic operation of the embodiments of FIGS. 2 and 4 is the same, but the design of some servers 12 may make it more convenient and/or effective to tie directly into the server 12 to take advantage of more of the server's inherent line switching abilities. In the case of servers having a less open architecture, the embodiment of FIG. 4 may be used.
  • a more specific application of the accessory 12 includes clients in the form of callers 16 ′, a server in the form of an ACD 14 ′, primary resources in the from the agents 20 ′ and various secondary resources, such as an automatic call back system 30 , a voice mail system 32 , an information on demand system 34 and a non-agent telephone instrument 36 .
  • the operation of the accessory 12 is essentially as described above, but it is useful to consider the case of accessing the call back system 30 .
  • a caller 16 ′ wishing to be connected to an agent 20 ′ is instead placed in the auxiliary queue 28 .
  • the caller 16 ′ is connected to the call back system 30 .
  • the call back system 30 obtains the call back information from the caller 16 ′ and physically disconnects the caller 16 ′, but the call back system 30 and the accessory 12 maintain the caller 16 ′ as a “virtual” connection.
  • the accessory 12 keeps the call in the auxiliary queue 28 and the call back system 30 monitors the progress of the call in the auxiliary queue 28 .
  • the call back system 30 determines that the call is about to be transferred to the primary queue 21 ′, it reestablishes the physical call and the caller 16 ′ is connected to the agent 20 ′.

Abstract

An external accessory is added to an automatic call director to ensure first in first out operation for connection to primary resources when secondary resources are accessed prior to primary resources. A controller intercepts resource requests for the call director and manages an auxiliary queue to provide first in first out operation. The resource requests are returned to the call director queue once first in first out is guaranteed.

Description

    BACKGROUND OF THE INVENTION
  • The present invention relates to automatic call directors and, in particular, to accessories for maintaining first in first out call processing. [0001]
  • Automatic call directors (ACDS) and their more simple-minded cousins, private branch exchanges, are used to connect callers with agents and other resources (e.g., modems, facsimile machines, voice mail, etc.). The typical ACD connects callers with resources until all resources are in use. At that point, further callers are placed in a hold queue until a resource becomes available. Normally the first in this hold queue will be the first out of the queue (i.e., a first in first out (FIFO) queue). [0002]
  • Current ACDs are designed to handle callers in the described manner. A caller waits in the queue until a resource is available and is removed from the queue upon being connected to a resource. If the caller is returned to the queue for some reason the callers will be added to the end of the queue. For example, ACDs manufactured by Lucent, Siemens, and Nortel operate in this manner. [0003]
  • Increasing there are resources that may be thought of as secondary resources, not the reason for the call, but a resource that the caller may be connected to prior to being connected to the desired primary resource. [0004]
  • Resources that may be classified as secondary resources include voice mail (for voice mail independent of the main call (e.g., expressing an opinion of the calling experience while waiting for the primary resource)); information on demand systems, that provide prerecorded information on topics chosen by the caller while waiting; or non-agent telephones (e.g., calling a particular party on an ancillary matter while waiting for the primary resource). [0005]
  • Another secondary resource is an automatic call back system. These systems take a call on hold, obtain call back information and calls back the caller at some future time. Such a system is disclosed in U.S. Pat. No. 5,227,884 and is incorporated herein by reference. [0006]
  • Unfortunately, the ACDs available today do not permit a caller's place to be maintained in the hold queue while accessing these secondary resources. When the caller is connected to the secondary resource the caller's place in the queue is released (FIG. 1). Upon being released from the secondary resource, the caller goes to the end of the line in the hold queue for the primary resource. The caller's queue status has been lost. [0007]
  • SUMMARY OF THE INVENTION
  • An accessory device for a server, where the server allocates client primary resource requests to primary resources and has a primary queue, includes a controller, a client/server communication link, an auxiliary queue, and a secondary resource communication link. The client/server communication link is adapted to communicate with the server and at least one client. The device intercepts client primary resource requests via the client/server communication link in response to the controller. The device stores the intercepted requests in the auxiliary queue in response to the controller. The secondary resource communication link is adapted to communicate with at least one secondary resource. The device allocates secondary resource requests to the secondary resource in response to the controller. The device returns the intercepted requests to the server via the client/server communication link in response to a desired condition.[0008]
  • BRIEF DESCRIPTION OF THE DRAWINGS
  • FIG. 1 is block diagram of a prior art system for assigning resources to clients using a server. [0009]
  • FIG. 2 is a block diagram of an embodiment of a system for assigning resources to clients according to the invention. [0010]
  • FIG. 3 is a block diagram of an accessory device according to the invention. [0011]
  • FIG. 4 is a block diagram of an additional embodiment of a system for assigning resources to clients according to the invention. [0012]
  • FIG. 5 is a block diagram of an embodiment of a system for assigning resources to callers according to the invention.[0013]
  • DESCRIPTION OF THE PREFERRED EMBODIMENTS
  • Referring to FIG. 2, a [0014] FIFO accessory 12 is used to maintain the queue status for a server 14 that is not itself configured to maintain the status of clients 16 that will access secondary resources 18 while waiting for primary resources 20. In this embodiment, the accessory 12 receives client information and resource requests from the server 14 and controls placement of client information and resource requests into the primary queue 21 of the server 14 via a client/server communications link 22.
  • The [0015] accessory 12 is responsive to requests by the clients 16 for secondary resources 18. It provides secondary resources 18 via a secondary resource communications link 24. Unlike the server 14, the accessory 12 maintains the queue entry for the clients 16 even when a client is accessing a secondary resource 18.
  • Referring to FIG. 3, the [0016] accessory 12 includes a controller 26 and an auxiliary queue 28. The controller 26 controls the client/server communication link 22, the secondary resources link 24 and auxiliary queue 28. The controller 26 and auxiliary queue 28 may be conveniently implemented using a microcomputer-based system, but such devices as programmable controllers, custom integrated circuits, and other devices known to those skilled in the art may be employed. The controller 26 and auxiliary queue 28 are distinct from the server 14.
  • In operation, the [0017] accessory 12 will typically pass all client requests for primary resources 20 directly to the server 14 as long as primary resources 20 are available. If all primary resources 20 are in use by other clients, the primary queue 21 will begin to fill. As the primary queue 21 fills, the controller 26 will begin placing the client requests in the auxiliary queue 28 instead of in the primary queue 21. The threshold number of entries in the primary queue 21 at which the accessory 12 stops and starts placing client requests in the primary queue 21 may be chosen based on the likely wait period in the primary queue 21. If the wait period will likely be too short to allow a client to make use of the secondary resources 20, the client requests can conveniently wait in the primary queue 21.
  • It is possible to utilize other criteria to determine when the [0018] accessory 12 should start and stop placing client requests in the primary queue 21. For example, if all secondary resources are disabled, all client requests could be placed in the primary queue 21.
  • Once in the [0019] auxiliary queue 28, the controller 26 offers the clients access to the secondary resources 24. This is accomplished by such well-known techniques as announcements, interactive voice response and voice response units. In some cases, access may be forced (e.g., a mandatory automatic call back system).
  • The intercepted client requests for primary resources in the [0020] auxiliary queue 28 are maintained even while the client 16 accesses the secondary resources 18. This information includes the order and/or time of the client's request for primary resources.
  • In a preferred embodiment of the invention, this information is used to provide FIFO operation of not only the [0021] auxiliary queue 28, but also the primary queue 21. Entries are not placed into the primary queue 21 by the accessory 12 until the order of the entries is immutable (i.e., no more access of secondary resources are permitted and thus there is no way for the client to “get out of line” at that point).
  • In addition, it is possible to maintain other ordering information in the [0022] auxiliary queue 28. For example, clients might have differing priority levels. In this case, the priority level would be part of determining when the client left the auxiliary queue 28.
  • Various options are possible if a client is accessing a secondary resource when it reaches the head of the [0023] auxiliary queue 28. Depending on the nature of the secondary resource, it may be immediately disconnected from the secondary resource, warned of a pending disconnect, or given a choice to disconnect. It is expected that in the cases of delayed disconnection, the client's will just “step aside” until disconnection from the secondary resource.
  • Referring to FIG. 4, an additional embodiment of the invention places the [0024] accessory 12′ between the clients 16 and the server 14. The accessory 12′ intercepts the primary resource requests directly from the clients 16 via the client communications link 22A and communicates with the server 14 with the server communications link 22B. The basic operation of the embodiments of FIGS. 2 and 4 is the same, but the design of some servers 12 may make it more convenient and/or effective to tie directly into the server 12 to take advantage of more of the server's inherent line switching abilities. In the case of servers having a less open architecture, the embodiment of FIG. 4 may be used.
  • Referring to FIG. 4, a more specific application of the [0025] accessory 12 includes clients in the form of callers 16′, a server in the form of an ACD 14′, primary resources in the from the agents 20′ and various secondary resources, such as an automatic call back system 30, a voice mail system 32, an information on demand system 34 and a non-agent telephone instrument 36.
  • The operation of the [0026] accessory 12 is essentially as described above, but it is useful to consider the case of accessing the call back system 30. A caller 16′ wishing to be connected to an agent 20′ is instead placed in the auxiliary queue 28. By choice or otherwise, the caller 16′ is connected to the call back system 30. The call back system 30 obtains the call back information from the caller 16′ and physically disconnects the caller 16′, but the call back system 30 and the accessory 12 maintain the caller 16′ as a “virtual” connection.
  • The [0027] accessory 12 keeps the call in the auxiliary queue 28 and the call back system 30 monitors the progress of the call in the auxiliary queue 28. When the call back system 30 determines that the call is about to be transferred to the primary queue 21′, it reestablishes the physical call and the caller 16′ is connected to the agent 20′.
  • If the [0028] auxiliary queue 28 is being operated in FIFO mode, this connection between the caller 16′ and the agent 20′ will occur essentially at the same time the caller 16′ would have been connected had the call remained on physical “hold” the entire time.
  • Without the accessory [0029] 12 (FIG. 1), this call back at the same time the original call would have connected to an agent would be very improbable because the caller's order in the queue would have been lost when the call back system was initially connected to the caller.
  • In some cases, it may be advantageous to combine the accessory [0030] 12 with the call back system 30 as a single unit.
  • It should be evident that this disclosure is by way of example and that various changes may be made by adding, modifying or eliminating details without departing from the fair scope of the teaching contained in this disclosure. The invention is therefore not limited to particular details of this disclosure except to the extent that the following claims are necessarily so limited. [0031]

Claims (17)

1-16. (canceled)
17. An accessory device for a server, said server allocating client primary resource requests to primary resources and having a primary queue, said device comprising:
a controller;
a server communication link adapted to communicate with said server and monitor said primary queue to intercept client primary resource requests in response to said controller;
an auxiliary queue, said device storing said intercepted requests in said auxiliary queue in response to said controller; and
a secondary resource communication link adapted to communicate with at least one secondary resource, said device allocating secondary resource requests to said at least one secondary resource in response to said controller, wherein said device routes said intercepted requests to said server via said server communication link in response to a desired condition.
18. A device according to claim 17, wherein said auxiliary queue is a first in first out queue and said desired condition is said primary queue having fewer than a threshold number of entries.
19. A device according to claim 17, wherein said at least one secondary resource is a call back system.
20. A device according to claim 17, wherein said at least one secondary resource is a voice mail system.
21. A device according to claim 17, wherein said at least one secondary resource is an information on demand system.
22. A device according to claim 17, wherein said at least one secondary resource is a telephone station that is not a primary resource.
23. A device according to claim 17, wherein said primary resources include service agents.
24. An accessory device for an automatic call director, said director allocating caller primary resource requests to primary resources and having a primary queue, said device comprising:
a controller;
a director communication link adapted to communicate with said director and monitor said primary queue to intercept caller primary resource requests in response to said controller;
an auxiliary queue, said device storing said intercepted requests in said auxiliary queue in response to said controller; and
a secondary resource communication link adapted to communicate with at least one secondary resource, said device allocating secondary resource requests to said at least one secondary resource in response to said controller, wherein said device routes said intercepted requests to said director via said director communication link in response to a desired condition.
25. A device according to claim 24, wherein said auxiliary queue is a first in first out queue and said desired condition is said primary queue having fewer than a threshold number of entries.
26. A device according to claim 24, wherein said at least one secondary resource is a call back system.
27. A device according to claim 24, wherein said at least one secondary resource is a voice mail system.
28. A device according to claim 24, wherein said at least one secondary resource is an information on demand system.
29. A device according to claim 24, wherein said at least one secondary resource is a telephone station that is not a primary resource.
30. A device according to claim 24, wherein said primary resources include service agents.
31. An accessory device for an automatic call director, said director allocating callers to service agents and having a primary queue, said device comprising:
a controller;
a director communication link adapted to communicate with said director and monitor said primary queue to intercept calls in response to said controller;
an auxiliary queue, said device storing said intercepted calls in said auxiliary queue in response to said controller; and
a secondary resource communication link adapted to communicate with a call back system, said device allocating call back requests to said call back system in response to said controller, wherein said device routes said calls to said director via said director communication link in response to a desired condition.
32. A device according to claim 31, wherein said auxiliary queue is a first in first out queue and said desired condition is said primary queue having fewer than a threshold number of entries.
US10/870,854 1997-12-31 2004-06-17 Automatic call director first in first out accessory Abandoned US20040228470A1 (en)

Priority Applications (1)

Application Number Priority Date Filing Date Title
US10/870,854 US20040228470A1 (en) 1997-12-31 2004-06-17 Automatic call director first in first out accessory

Applications Claiming Priority (4)

Application Number Priority Date Filing Date Title
US09/001,492 US6563921B1 (en) 1997-12-31 1997-12-31 Automatic call director first in first out accessory
CA002428433A CA2428433C (en) 1997-12-31 2003-05-12 Automatic call director first in first out accessory
US10/436,337 US6754334B2 (en) 1997-12-31 2003-05-12 Automatic call director first in first out accessory
US10/870,854 US20040228470A1 (en) 1997-12-31 2004-06-17 Automatic call director first in first out accessory

Related Parent Applications (1)

Application Number Title Priority Date Filing Date
US10/436,337 Continuation US6754334B2 (en) 1997-12-31 2003-05-12 Automatic call director first in first out accessory

Publications (1)

Publication Number Publication Date
US20040228470A1 true US20040228470A1 (en) 2004-11-18

Family

ID=34068581

Family Applications (2)

Application Number Title Priority Date Filing Date
US10/436,337 Expired - Lifetime US6754334B2 (en) 1997-12-31 2003-05-12 Automatic call director first in first out accessory
US10/870,854 Abandoned US20040228470A1 (en) 1997-12-31 2004-06-17 Automatic call director first in first out accessory

Family Applications Before (1)

Application Number Title Priority Date Filing Date
US10/436,337 Expired - Lifetime US6754334B2 (en) 1997-12-31 2003-05-12 Automatic call director first in first out accessory

Country Status (2)

Country Link
US (2) US6754334B2 (en)
CA (1) CA2428433C (en)

Cited By (6)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US20080317234A1 (en) * 2007-06-20 2008-12-25 Giuseppe Di Fabbrizio System and Method for Avoiding Hold Times on a Telephone Call
US7809663B1 (en) 2006-05-22 2010-10-05 Convergys Cmg Utah, Inc. System and method for supporting the utilization of machine language
US8036374B2 (en) 2005-05-16 2011-10-11 Noble Systems Corporation Systems and methods for detecting call blocking devices or services
US8379830B1 (en) 2006-05-22 2013-02-19 Convergys Customer Management Delaware Llc System and method for automated customer service with contingent live interaction
US8452668B1 (en) 2006-03-02 2013-05-28 Convergys Customer Management Delaware Llc System for closed loop decisionmaking in an automated care system
US8781092B2 (en) 2005-05-16 2014-07-15 Noble Systems Corporation Systems and methods for callback processing

Families Citing this family (25)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US6236365B1 (en) 1996-09-09 2001-05-22 Tracbeam, Llc Location of a mobile station using a plurality of commercial wireless infrastructures
US9134398B2 (en) 1996-09-09 2015-09-15 Tracbeam Llc Wireless location using network centric location estimators
WO1998010307A1 (en) 1996-09-09 1998-03-12 Dennis Jay Dupray Location of a mobile station
US9875492B2 (en) 2001-05-22 2018-01-23 Dennis J. Dupray Real estate transaction system
US10641861B2 (en) 2000-06-02 2020-05-05 Dennis J. Dupray Services and applications for a communications network
US10684350B2 (en) 2000-06-02 2020-06-16 Tracbeam Llc Services and applications for a communications network
US7787610B1 (en) * 2004-08-10 2010-08-31 Virtual Hold Technology, Llc Automatic call director first in first out load-balancing accessory
US8594311B2 (en) * 2005-06-02 2013-11-26 Virtual Hold Technology, Llc Expected wait time augmentation system and method
US7746999B2 (en) * 2005-08-18 2010-06-29 Virtual Hold Technology, Llc Resource based queue management system and method
US8150023B2 (en) * 2005-10-07 2012-04-03 Virtual Hold Technology, Llc Automated system and method for distinguishing audio signals received in response to placing and outbound call
US8233611B1 (en) 2006-03-31 2012-07-31 United Services Automobile Association (Usaa) Member-initiated outbound call
US8514872B2 (en) 2007-06-19 2013-08-20 Virtual Hold Technology, Llc Accessory queue management system and method for interacting with a queuing system
US20090074166A1 (en) * 2007-09-14 2009-03-19 Virtual Hold Technology, Llc. Expected wait time system with dynamic array
US8515028B2 (en) * 2007-11-23 2013-08-20 Foncloud, Inc. System and method for externally mapping an Interactive Voice Response menu
US9386151B2 (en) 2007-11-23 2016-07-05 Foncloud, Inc. System and method for replacing hold-time with a call-back in a contact center environment
US9288316B2 (en) * 2007-11-23 2016-03-15 Foncloud, Inc. System and method for eliminating hold-time in phone calls
US8908847B2 (en) * 2007-11-23 2014-12-09 Foncloud, Inc. System and method for deep dialing phone systems
WO2009067719A2 (en) * 2007-11-23 2009-05-28 Foncloud, Inc. Method for determining the on-hold status in a call
US8855615B2 (en) * 2008-08-25 2014-10-07 International Business Machines Corporation Short messaging service for extending customer service delivery channels
US9538493B2 (en) 2010-08-23 2017-01-03 Finetrak, Llc Locating a mobile station and applications therefor
US8804934B2 (en) 2010-08-31 2014-08-12 Tata Consultancy Services Limited System and method to enable access of multiple service providers in a single call
US8526591B2 (en) 2010-12-21 2013-09-03 Bandwidth.Com, Inc. Systems and methods for implementing a hold-call-back feature in a telecommunications network
US9020131B2 (en) 2011-03-01 2015-04-28 Verizon Patent And Licensing Inc. Contact center call back
US8718272B2 (en) 2011-03-01 2014-05-06 Verizon Patent And Licensing Inc. Contact center routing
US9159246B2 (en) 2012-01-06 2015-10-13 Raytheon Cyber Products, Llc Science, technology, engineering and mathematics based cyber security education system

Citations (22)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US4325120A (en) * 1978-12-21 1982-04-13 Intel Corporation Data processing system
US4788715A (en) * 1986-10-16 1988-11-29 American Telephone And Telegraph Company At&T Bell Laboratories Announcing waiting times in queuing systems
US4805209A (en) * 1987-12-09 1989-02-14 International Business Machines Coordinated transfer of voice and information through a digital switch
US4881261A (en) * 1988-06-29 1989-11-14 Rockwell International Corporation Method for predictive pacing of calls in a calling system
US4896345A (en) * 1989-02-16 1990-01-23 Thorne Donald J Call handling system
US4924491A (en) * 1988-11-18 1990-05-08 American Telephone And Telegraph Company Arrangement for obtaining information about abandoned calls
US5020095A (en) * 1988-11-16 1991-05-28 Dytel Corporation Interactive call distribution processor
US5040208A (en) * 1989-11-03 1991-08-13 International Business Machines Corporation Coordinated voice and data display having temporary storage of transaction data
US5136633A (en) * 1990-01-30 1992-08-04 Visa International Service Association International authorization system
US5155761A (en) * 1990-01-26 1992-10-13 Intervoice, Inc. Automatic call back system and method of operation
US5181236A (en) * 1990-09-25 1993-01-19 Rockwell International Corporation Automatic call returning method for call distributor with message record capability
US5185786A (en) * 1990-11-13 1993-02-09 Dialogic Corporation Automatic call center overflow retrieval system
US5185782A (en) * 1991-02-08 1993-02-09 A&T Bell Laboratories ACD arrangement for automatically returning a call at a time specified by the original caller
US5227884A (en) * 1990-09-03 1993-07-13 Questech Limited Processing of video image signals
US5290260A (en) * 1991-05-31 1994-03-01 Vance Products Incorporated Rotational pressure drive for a medical syringe
US5309505A (en) * 1991-05-20 1994-05-03 Inventions, Inc. Automated voice system for improving agent efficiency and improving service to parties on hold
US5335269A (en) * 1992-03-12 1994-08-02 Rockwell International Corporation Two dimensional routing apparatus in an automatic call director-type system
US5429223A (en) * 1992-08-26 1995-07-04 Mopa S.R.L. Station for distributing products
US5586179A (en) * 1993-03-17 1996-12-17 Davox Corporation System and method for adding and integrating outbound calling and overall system control to an existing inbound telephone system
US5754636A (en) * 1994-11-01 1998-05-19 Answersoft, Inc. Computer telephone system
US5815566A (en) * 1991-10-10 1998-09-29 Executone Information Systems, Inc. Apparatus and method for dynamic inbound/outbound call management and for scheduling appointments
US6493447B1 (en) * 1997-11-21 2002-12-10 Mci Communications Corporation Contact server for call center for syncronizing simultaneous telephone calls and TCP/IP communications

Family Cites Families (20)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US5187735A (en) 1990-05-01 1993-02-16 Tele Guia Talking Yellow Pages, Inc. Integrated voice-mail based voice and information processing system
JPH05507396A (en) 1990-11-20 1993-10-21 テロケント コミュニケーションズ コーポレーション call processing system
US5249223A (en) 1991-01-03 1993-09-28 At&T Bell Laboratories Call-load-control arrangement for an emergency-call-answering center
US5311574A (en) * 1991-10-23 1994-05-10 At&T Bell Laboratories Automatic customer call back for automatic call distribution systems
US5283824A (en) 1991-10-25 1994-02-01 At&T Bell Laboratories Calling line identification
JPH06232982A (en) 1993-02-02 1994-08-19 Fujitsu Ltd Distribution control system for incoming call
US5384841A (en) 1993-10-27 1995-01-24 Rockwell International Corporation Automatic call distribution network with call overload system and method
US5502761A (en) 1994-03-24 1996-03-26 Rolm Company Apparatus and method for relaying calling information to a pager or alternate telephone
US5559878A (en) 1994-05-23 1996-09-24 Teltrust, Inc. Telephonic communications answering and callback processing system
US5519773A (en) 1994-06-07 1996-05-21 Siemens Colm Communications Inc. Call sharing for inbound and outbound call center agents
US6463149B1 (en) * 1995-04-10 2002-10-08 Edify Corporation Web page synchronization system and method
US5657383A (en) 1995-06-06 1997-08-12 Lucent Technologies Inc. Flexible customer controlled telecommunications handling
US5627884A (en) 1995-06-26 1997-05-06 Williams; Mark J. Method for returning inbound calls
US5884032A (en) 1995-09-25 1999-03-16 The New Brunswick Telephone Company, Limited System for coordinating communications via customer contact channel changing system using call centre for setting up the call between customer and an available help agent
US5740238A (en) 1995-11-03 1998-04-14 Lucent Technologies Inc. Method and apparatus for queuing a call to the best backup split
US5974414A (en) 1996-07-03 1999-10-26 Open Port Technology, Inc. System and method for automated received message handling and distribution
US6028925A (en) * 1996-09-23 2000-02-22 Rockwell International Corp. Telephonic switching system, telephonic switch and method for servicing telephone calls using virtual memory spaces
US5999525A (en) 1996-11-18 1999-12-07 Mci Communications Corporation Method for video telephony over a hybrid network
US5946388A (en) 1997-02-06 1999-08-31 Walker Asset Management Limited Partnership Method and apparatus for priority queuing of telephone calls
US6563921B1 (en) * 1997-12-31 2003-05-13 Virtual Hold Technology, Llc Automatic call director first in first out accessory

Patent Citations (22)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US4325120A (en) * 1978-12-21 1982-04-13 Intel Corporation Data processing system
US4788715A (en) * 1986-10-16 1988-11-29 American Telephone And Telegraph Company At&T Bell Laboratories Announcing waiting times in queuing systems
US4805209A (en) * 1987-12-09 1989-02-14 International Business Machines Coordinated transfer of voice and information through a digital switch
US4881261A (en) * 1988-06-29 1989-11-14 Rockwell International Corporation Method for predictive pacing of calls in a calling system
US5020095A (en) * 1988-11-16 1991-05-28 Dytel Corporation Interactive call distribution processor
US4924491A (en) * 1988-11-18 1990-05-08 American Telephone And Telegraph Company Arrangement for obtaining information about abandoned calls
US4896345A (en) * 1989-02-16 1990-01-23 Thorne Donald J Call handling system
US5040208A (en) * 1989-11-03 1991-08-13 International Business Machines Corporation Coordinated voice and data display having temporary storage of transaction data
US5155761A (en) * 1990-01-26 1992-10-13 Intervoice, Inc. Automatic call back system and method of operation
US5136633A (en) * 1990-01-30 1992-08-04 Visa International Service Association International authorization system
US5227884A (en) * 1990-09-03 1993-07-13 Questech Limited Processing of video image signals
US5181236A (en) * 1990-09-25 1993-01-19 Rockwell International Corporation Automatic call returning method for call distributor with message record capability
US5185786A (en) * 1990-11-13 1993-02-09 Dialogic Corporation Automatic call center overflow retrieval system
US5185782A (en) * 1991-02-08 1993-02-09 A&T Bell Laboratories ACD arrangement for automatically returning a call at a time specified by the original caller
US5309505A (en) * 1991-05-20 1994-05-03 Inventions, Inc. Automated voice system for improving agent efficiency and improving service to parties on hold
US5290260A (en) * 1991-05-31 1994-03-01 Vance Products Incorporated Rotational pressure drive for a medical syringe
US5815566A (en) * 1991-10-10 1998-09-29 Executone Information Systems, Inc. Apparatus and method for dynamic inbound/outbound call management and for scheduling appointments
US5335269A (en) * 1992-03-12 1994-08-02 Rockwell International Corporation Two dimensional routing apparatus in an automatic call director-type system
US5429223A (en) * 1992-08-26 1995-07-04 Mopa S.R.L. Station for distributing products
US5586179A (en) * 1993-03-17 1996-12-17 Davox Corporation System and method for adding and integrating outbound calling and overall system control to an existing inbound telephone system
US5754636A (en) * 1994-11-01 1998-05-19 Answersoft, Inc. Computer telephone system
US6493447B1 (en) * 1997-11-21 2002-12-10 Mci Communications Corporation Contact server for call center for syncronizing simultaneous telephone calls and TCP/IP communications

Cited By (8)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US8036374B2 (en) 2005-05-16 2011-10-11 Noble Systems Corporation Systems and methods for detecting call blocking devices or services
US8781092B2 (en) 2005-05-16 2014-07-15 Noble Systems Corporation Systems and methods for callback processing
US8452668B1 (en) 2006-03-02 2013-05-28 Convergys Customer Management Delaware Llc System for closed loop decisionmaking in an automated care system
US7809663B1 (en) 2006-05-22 2010-10-05 Convergys Cmg Utah, Inc. System and method for supporting the utilization of machine language
US8379830B1 (en) 2006-05-22 2013-02-19 Convergys Customer Management Delaware Llc System and method for automated customer service with contingent live interaction
US9549065B1 (en) 2006-05-22 2017-01-17 Convergys Customer Management Delaware Llc System and method for automated customer service with contingent live interaction
US20080317234A1 (en) * 2007-06-20 2008-12-25 Giuseppe Di Fabbrizio System and Method for Avoiding Hold Times on a Telephone Call
US8774387B2 (en) * 2007-06-20 2014-07-08 At&T Intellectual Property Ii, Lp System and method for avoiding hold times on a telephone call

Also Published As

Publication number Publication date
US20030190034A1 (en) 2003-10-09
US6754334B2 (en) 2004-06-22
CA2428433A1 (en) 2004-11-12
CA2428433C (en) 2007-05-01

Similar Documents

Publication Publication Date Title
US6563921B1 (en) Automatic call director first in first out accessory
US6754334B2 (en) Automatic call director first in first out accessory
US6738473B1 (en) Call queuing
US6445788B1 (en) Method and apparatus for providing fair access to agents in a communication center
US6937715B2 (en) Contact center management
US7689426B2 (en) Method and apparatus for distributed interactive voice processing
US6353667B1 (en) Minimum interruption cycle time threshold for reserve call center agents
US6044146A (en) Method and apparatus for call distribution and override with priority
US6665396B1 (en) Call hold manager system and method
US6563788B1 (en) Method and apparatus for call distribution and override with priority recognition and fairness timing routines
US6760428B2 (en) Modification of voice prompting based on prior communication in a call center
KR920009116A (en) Integrated Service Platform for Telephony System
US20050201547A1 (en) Call queuing
US20060274758A1 (en) Adaptive skills-based routing
US20020006191A1 (en) Call distribution system, and method
US7787610B1 (en) Automatic call director first in first out load-balancing accessory
Cisco Current Call Center Technology
Cisco Current Call Center Technology
Cisco Current Call Center Technology
US8229101B1 (en) Punctuality call center metric
EP1380155B1 (en) Call centres
JP2543035B2 (en) Exchange control method
CA2329915C (en) Automatic call distribution system agent log-on with pseudo-port
KR100273819B1 (en) Call data processing methode of full electronic telephone exchange having operator position system
JPS6098747A (en) Voice camp on system

Legal Events

Date Code Title Description
STCB Information on status: application discontinuation

Free format text: ABANDONED -- FAILURE TO RESPOND TO AN OFFICE ACTION