Automated telephone operator overflow device

• US 4,893,328 A
• Filed: 07/31/1987
• Issued: 01/09/1990
• Est. Priority Date: 07/31/1987
• Status: Expired due to Fees

• Current Assignee: Microvoice Systems Corporation
• Original Assignee: Microvoice Systems Corporation
• Inventors: Peacock, Gregory
• Primary Examiner(s): Brown, Thomas W.
• Application Number:
  US07/080,679
• Time in Patent Office: 893 Days
• Field of Search: 379/67, 379/88, 379/84, 379/210, 379/213, 379/214, 379/233, 379/265, 379/266, 379/309
• US Class Current: 379/67.1
• CPC Class Codes: H04M 3/5166 in combination with interactive voice response systems or voice portals, e.g. as front-ends
• CPC Class Codes: H04M 3/527 Centralised call answering arrangements not requiring operator intervention

Abstract

An automated telephone answering device is provided in a telephone answering system with a human operator, for automatic routing of incoming calls when the human operator is overloaded. The automated telephone answering device measures the service level being routed by the human operator, and when that service level exceeds a parameter which indicates that the human operator is overloaded and cannot reasonably service further incoming calls, an automatic routing device is enabled to automatically rout some incoming calls to their destinations. The automatic routing device receives incoming codes from an incoming caller and processses these codes to specify a destination.

Claims

1. In a telephone answering system having a plurality of destinations and at least one routing point for arrival of incoming calls, an automated telephone answering device, comprising

measurement means for measuring the number of incoming calls for a recent period of time of predetermined length;

automated routing means for routing incoming calls to their destinations; and

means, responsive to said measurement means, for engaging said automated routing means when said number of incoming calls for said recent period of time exceeds a predetermined value.

2. An automated telephone answering device as claimed in claim 1, wherein said automated routing means comprises

means for receiving a signal for an incoming call, said signal indicating a destination for said incoming call;

and

means for routing said incoming call to said destination without human operator intervention.

6. A device as in claim 1, wherein said means for engaging operates, if at all, immediately after an incoming call is detected.

3. In a telephone answering system having a plurality of destinations and at least one routing point for arrival of incoming calls, a method of routing said incoming calls, comprising the steps of

receiving said incoming calls;

measuring a number of incoming calls for a recent period of time of predetermined length;

immediately routing subsequent incoming calls by an automated routing device whenever the number of incoming calls for said recent period of time exceeds a predetermined value; and

allowing incoming calls to instead be routed by a human operator so long as said number of incoming calls for said recent period of time does not exceed said predetermined value.

4. In a telephone answering system having a plurality of destinations, at least one routing point for arrival of incoming calls, an automated operator, comprising

a common incoming call indicator, not associated with a particular extension, for indicating to persons that a call is coming in which can be answered by said persons by dialing a predetermined answer code;

automated routing means for routing incoming calls to their destinations; and

means responsive to entering said predetermined answer code to direct said routing point to route an incoming call to said automated operator.

5. In a telephone answering system having a plurality of destinations, at least one routing point for arrival of incoming calls, and a common incoming call indicator, not associated with a particular extension, for indicating to persons that a call is coming in which can be answered by said persons by dialing a predetermined answer code, a method of operating an automated operator in conjunction with said routing point, comprising the steps of

detecting signalling of common incoming call indicator;

seizing a telephone extension; and

entering a predetermined answer code via said seized extension to direct said routing point to route an incoming call to said automated operator.

7. In a telephone answering system having a plurality of destinations and at least one routing point for arrival of incoming calls, an automated telephone answering device, comprising

means for routing an incoming call to a predetermined destination;

means for measuring the number of incoming calls for a recent period of time of predetermined length;

means, responsive to said means for measuring, for rerouting an incoming call from said predetermined destination to a live operator so long as said number of incoming calls is less than a predetermined value.

8. An automated telephone answering device as in claim 7, wherein said predetermined destination comprises means for routing incoming calls to their destinations without live operator assistance.

9. In a telephone answering system having a plurality of destinations, at least one routing point for arrival of incoming calls, and an operator console, an automated telephone answering device, comprising

a communication bus;

line controller means, connected to said bus, and connected to said routing point, for controlling the operation of said routing point;

tone receiver means connected to said bus, for receiving routing information for said incoming calls;

first memory means, connected to said bus, for storing voice messages for prompting said routing information;

second memory means for storing software programs;

a micro-processor connected to said bus, operating under control of said software programs, for counting the number of said incoming calls in a recent period of time of predetermined length and for controlling said line controller means;

wherein said line controller means (i) routes calls to said operator console so long as said number of incoming calls is not greater than a predetermined value, and wherein said line controller means (ii) plays one of said voice messages on at least one of said incoming calls, receives routing information from said tone receiver means, and routes said at least one incoming call to one of said plurality of destinations, so long as said number of incoming calls is greater than a predetermined value; and

whereby said number of incoming calls is counted by said microprocessor without regard to whether any previous calls remain in said system and without regard to whether any of said incoming calls are delayed.