System and method for minimizing queue callback faults

• US 20060002538A1
• Filed: 06/30/2004
• Published: 01/05/2006
• Est. Priority Date: 06/30/2004
• Status: Active Grant

• Current Assignee: Alvaria Cayman
• Original Assignee: Rockwell Electronics Commerce Technologies LLC
• Inventors: Dezonno, Anthony J.
• Granted Patent: US 7,813,489 B2
• Time in Patent Office: Days
• US Class Current: 379/210.10
• CPC Class Codes: H04M 3/42195 Arrangements for calling back a calling subscriber when the wanted subscriber ceases to be busy H04M3/48
• CPC Class Codes: H04M 3/5158 in combination with automated outdialling systems devices for signalling identity of wanted subscriber H04M1/26

Abstract

Queue callback systems and methods handle scheduled callbacks to requesters in the absence of resources by providing a pre-established message soliciting the establishment of an alternate callback. Non-callback options can also be presented to the respective requester. Agents can also be organized in a plurality of queues, each of a selected size, to more effectively use callback resources.

Claims

1. A callback process comprising:

receiving a plurality of callback requests;

providing at least some callbacks using a human agent;

providing a non-human response to other callbacks, the non-human response offering at least an opportunity to establish another callback; and

storing received data for the another callback.

2. A process as in claim 1 which includes placing at least one of the callbacks in accordance with determined respective callback data via one of a human agent available to conduct the call, or a predetermined message soliciting the establishment of another callback.

3. A process as in claim 1 which includes storing the callback data, for subsequent follow-up in the event that, the another callback is not established.

4. A process as in claim 1 where the callback data includes callback day and time information.

5. A process as in claim 1 which includes providing a plurality of human agent queue'"'"'s, at least some of which are evaluated in determining if an agent is available to take the callback.

6. A process as in claim 1 where the non-human agent is placed into communication with a respective callback requester to offer the opportunity of scheduling another callback.

7. A process as in claim 6 including verbally responding to the respective callback requester.

8. A process as in claim 7 including recognizing requester feedback.

9. A process as in claim 8 including verbally providing at least one of bonuses or incentives to induce the requester to schedule another callback.

10. A system comprising:

an automatic call distribution system; and

control software coupled to the distribution system to communicate with a party that has requested a callback in the absence of a human agent for the callback.

11. A system as in claim 10 which includes at least one callback queue.

12. A system as in claim 11 where the software receives callback information from the queue.

13. A system as in claim 12 which includes a control computer coupled to the call distributor.

14. A system as in claim 13 where the control computer executes the control software and has access to the callback queue.

15. A system as in claim 11 which includes communications equipment, for a plurality of agents, coupled to the call distributor.

16. A system as in claim 15 which includes a voice response unit, coupled to the call distributor, for presenting an audible message to or least one party.

17. A system as in claim 16 where the voice response unit presents a plurality of options, verbally, to at least one party.

18. A system as in claim 11 where the software evaluates callback requests in the queue and responds to callback time information therein.

19. A system as in claim 18 where the software also responds to callback related date information.

20. A system as in claim 18 which includes a voice response unit, coupled to the call distributor, for presented an audible message to or least one party.

21. A system comprising:

call distribution software for coupling available human agents to parties who have made respective callback requests; and

control software coupled to the distribution software to communicate with a party that has requested a callback in the absence of a human agent for the callback.

22. A system as in claim 21 which includes software for maintenance of a callback queue.

23. A system as in claim 21 where the call distribution software includes additional software for placing a call to a respective party who has requested a callback.

24. A system as in claim 21 which includes software to determine that no human agent is available for the callback.

25. A system as in claim 24 which includes audible message generating software which facilitates communication with the party which has requested the callback.