Overflow call handling system

• US 4,800,583 A
• Filed: 08/22/1986
• Issued: 01/24/1989
• Est. Priority Date: 07/31/1986
• Status: Expired due to Term

• Current Assignee: Illinois Technology Transfer LLC
• Original Assignee: Peter F. Theis
• Inventors: Theis, Peter F.
• Primary Examiner(s): Brown, Thomas W.
• Application Number:
  US06/899,538
• Time in Patent Office: 886 Days
• Field of Search: 379/88, 379/89, 379/84, 379/112, 379/113, 379/221, 379/266, 379/273, 379/210, 379/211, 379/212, 379/213, 379/214, 379/67, 379/96, 379/142
• US Class Current: 379/67.1
• CPC Class Codes: H04M 3/51 Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing
• CPC Class Codes: H04Q 3/66 Traffic distributors

Abstract

Overflow calls intended for a telephone answering center are automatically diverted to an overflow center which automatically answers the overflow calls and records information acquired from the overflow calls. This recorded information is digitally encoded and then transmitted back from the overflow station to the telephone answering center, where it is received and used to allow operators at the telephone answering center to place callbacks, or to take other appropriate action.

Claims

1. A telephone answering system for use with a set of one or more telephone centers for handling overflow calls from at least a first one of the telephone centers of the type which comprises at least one operator station and means for interconnecting the operator station with a telephone line, said system comprising:

an overflow station;

means for automatically diverting overflow calls on the telephone line from the first telephone center to the overflow station;

means, located at the overflow station, for automatically answering the overflow calls and automatically recording caller responses from individual overflow callers, and for allowing said recorded caller responses to be transcribed;

means, located at the overflow station, for digitally encoding information obtained from transcribed ones of said caller responses;

means for transmitting said digitally encoded information from the overflow station to a selected telephone center included in the set of telephone centers; and

means for receiving said digitally encoded information at the selected telephone center.

2. The invention of claim 1 wherein said digitally encoded information comprises call grouping information and caller identification information.

3. The invention of claim 1 wherein the encoding means, the transmitting means and the receiving means comprise a computer system having at least one data input terminal at the overflow station, at least one receiving terminal at the selected telephone center for visually displaying the digitally encoded information, and a data transmittion link between the terminals.

4. The invention of claim 1 wherein the diverting means directs the overflow calls via a public telephone network and associated telephone lines to the overflow station.

5. The invention of claim 1 wherein the receiving means comprises means for visually displaying said received information at the selected telephone center.

6. The invention of claim 1 wherein the means for answering the overflow calls comprises means for conducting a programmed conversation with individual overflow callers by presenting a plurality of prerecorded prompt messages to the callers and recording caller responses to these prompt messages.

20. The invention of claim 1 wherein said automatically answering means allows said recorded caller responses to be transcribed by an operator, and wherein said digitally encoding means is controlled by said operator.

7. A telephone answering system for handling overflow calls from a plurality of telephone answering centers, each of the type which comprises at least one operator station and means for interconnecting the operator station with a telephone line, said system comprising:

an overflow station;

means for automatically diverting overflow calls on the telephone lines from each of the telephone answering centers tothe overflow station;

means, located at the overflow station, for automatically answering the overflow calls and for automatically recording caller responses from individual overflow callers;

means, located at the overflow station, for accommodating transcription of the recorded caller responses;

means, located at the overflow station, for digitally encoding information obtained from transcribed ones of said caller responses;

means for transmitting said digitally encoded information acquired from said transcribed caller responses from the overflow station to selected ones of the telephone answering centers to which the overflow calls were originally directed; and

means for receiving said digitally encoded recorded information at the telephone answering centers.

8. The invention of claim 7 wherein said digitally encoded information comprises call grouping information and caller identification information.

9. The invention of claim 8 wherein the encoding means, the transmitting means and the receiving means comprise a computer system having at least one data input terminal at the overflow station, a receiving terminal at each of the telephone answering centers for visually displaying the digitally encoded information, and a data transmission link between the data input terminal and each of the receiving terminals.

10. The invention of claim 7 wherein the diverting means directs the overflow calls via a telephone network and associated telephone lines to the overflow station.

11. The invention of claim 7 wherein the receiving means each comprise means for visually displaying said received information at the respective telephone answering center.

12. The invention of claim 7 wherein the means for answering the overflow calls comprises means for conducting a programmed conversation with individual overflow callers by presenting a plurality of prerecorded prompt messages to the callers and recording caller responses to these prompt messages

21. The invention of claim 7 wherein said transcription accommodating means allows said recorded caller responses to be transcribed by an operator, and wherein said digitally encoding means is controlled by said operator.

13. A telephone answering system for handling overflow calls from a telephone answering center of the type which comprises at least one operator station and means for interconnecting the operator station with a telephone line, said system comprising:

an overflow station;

means for automatically diverting overflow calls on the telephone line from the telephone answering center to the overflow station;

means, located at the overflow station, for automatically answering the overflow calls and automatically recording caller responses from individual overflow callers, and for allowing said recorded caller responses to be transcribed;

means, located at the overflow station, for digitally encoding information obtained from transcribed ones of said caller responses;

means for transmitting said digitally encoded information from the overflow station to a selected telephone center, remote from the overflow center; and

means for receiving said digitally encoded information at the selected telephone center.

14. The invention of claim 13 wherein said digitally encoded information comprises call grouping information and caller identification information.

15. The invention of claim 13 wherein the encoding means, the transmitting means and the receiving means comprise a computer system having at least one data input terminal at the overflow station, at least one receiving terminal at the selected telephone center for visually displaying the digitally encoded information, and a data transmission link between the terminals.

16. The invention of claim 13 wherein the diverting means directs the overflow calls via a public telephone network and associated telephone lines to the overflow station.

17. The invention of claim 13 wherein the receiving means comprises means for visually displaying said received information at the selected telephone center.

18. The invention of claim 13 wherein the means for answering the overflow calls comprises means for conducting a programmed conversation with individual overflow callers by presenting a plurality of prerecorded prompt messages to the callers and recording caller responses to these prompt messages.

19. The invention of claim 13 wherein said automatically answering means allows said recorded caller responses to be transcribed by an operator, and wherein said digitally encoding means is controlled by said operator.