Announcing waiting times in queuing systems

• US 4,788,715 A
• Filed: 10/16/1986
• Issued: 11/29/1988
• Est. Priority Date: 10/16/1986
• Status: Expired due to Term

• Current Assignee: Avaya Technology Corporation Miami Lakes FLA US
• Original Assignee: American Telephone & Telegraph Company (AT&T, Inc.)
• Inventors: Lee, Dooyong
• Primary Examiner(s): NOT, DEFINED
• Assistant Examiner(s): NOT, DEFINED
• Application Number:
  US06/920,260
• Time in Patent Office: 775 Days
• Field of Search: 379/84, 379/215, 379/266, 379/309
• US Class Current: 379/84
• CPC Class Codes: H04M 1/64 Automatic arrangements for answering calls; Automatic arrangements for recording messages for absent subscribers; Arrangements for recording conversations centralised dictation systems H04M11/10
• CPC Class Codes: H04M 3/523 with call distribution or queueing
• CPC Class Codes: H04M 3/5231 with call back arrangements
• CPC Class Codes: H04M 3/5238 with waiting time or load prediction arrangements
• CPC Class Codes: H04M 3/533 Voice mail systems

Abstract

In an automatic call distributor system, calls waiting in a queue to receive attendant service are informed of the expected waiting time prior to connection to an attendant. This permits callers to defer a call if the queue is excessively long and they can place the call at a later time. The announcements are periodically updated to reassure customers that they are, in fact, progressing in the queue. Customers are given the opportunity to leave a message such as a telephone number if they do not wish to wait. Advantageously, such an arrangement avoids a situation wherein a customer impatiently disconnects just before being served or waits too long unexpectedly because of absence of information on remaining waiting time.

Claims

1. In a call switching system comprising a queue for storing incoming call requests for service that are to be delayed, a method of serving each such request comprising the steps of:

measuring an expected time delay that each queued call request is to encounter before service;

supplying to a caller communication path of said each queued call request an indication of the measured time delay.

2. The method of claim 1 further comprising the step of:

recording a caller callback message received over said caller communication path after the supplying of the indication of said measured time delay.

3. In an automatic call distributor system comprising a queue for storing incoming call requests that cannot be immediately served by an available server, apparatus for processing an incoming call with a queued request comprising:

processor means for measuring a waiting time before a call having a queued request is to be served by an available server; and

means controlled by said processor means for announcing on said queued call the waiting time measured by said processor means.

4. In a call processing system,

means for determining the magnitude of the time delay in serving a received call, said determining means comprising means for ascertaining the average holding time of calls handled by said system and a number of calls waiting by said system and determining said magnitude based upon said holding time and said number of calls waiting and

means responsive to a receipt of said received call for supplying said call with message signals for informing a caller of the magnitude of the time delay determined by said determining means.

5. The call processing system of claim 4 wherein said message signals comprise a humanly detectable time delay indication.

6. The call processing system of claim 5 wherein said humanly detectable time delay indication comprises an announcement message.

7. The call processing system of claim 5 wherein said means for supplying message signals further comprises means for recording a callback message from a customer on said call.

8. In a call processing system, means for determining the time delay in serving a received call;

and

means responsive to a receipt of said received call for supplying said call with message signals for informing a caller of the length of the time delay determined by said determining means;

wherein said call processing system comprises an automatic call distributor system having a plurality of attendant positions and said determining means comprises means for ascertaining the average call holding time of said plurality of attendant positions and means for ascertaining the number of calls awaiting service by said plurality of attendants.

9. The call processing system of claim 8 wherein said means for determining operates periodically to determine a modified time delay, and wherein said means for supplying said call with message signals operate periodically to supply message signals of the modified time delay determined by said means for determining.

10. The call processing system of claim 9 wherein said means for supplying message signals further comprises means for recording a callback message from a customer on said call.

11. The call processing system of claim 10 wherein said means for supplying said call with message signals supplies message signals of a range of time delay determined by said means for determining.

12. The call processing system of claim 11 wherein said means for ascertaining comprises a memory table of average holding time, said memory table having entries for different days of the week and for different times of day.

13. The call processing system of claim 12 wherein said means for ascertaining updates entries of said memory table by sampling the holding times of calls served by said attendant positions.