Call handling system

• US 4,896,345 A
• Filed: 02/16/1989
• Issued: 01/23/1990
• Est. Priority Date: 02/16/1989
• Status: Expired due to Fees

• Current Assignee: Donald J. Thorne
• Original Assignee: Donald J. Thorne
• Inventors: Thorne, Donald J.
• Primary Examiner(s): BROWN, THOMAS
• Application Number:
  US07/311,469
• Time in Patent Office: 341 Days
• Field of Search: 379/67, 379/84, 379/88, 379/266, 379/309, 379/214, 379/265
• 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: H04M 3/5158 in combination with automated outdialling systems devices for signalling identity of wanted subscriber H04M1/26
• 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 3/533 Voice mail systems

Abstract

A call handling system is presented in which an assembly of operators are provided to efficiently handle incoming calls. A first array of operators solely handle incoming calls. A second array of operators are provided to handle incoming calls and to periodically return calls from messages which were recorded during peak times when all operators were busy and incoming calls continued. A microprocessor monitors the recorded messages and, when a predetermined number have accumulated, directs one of the operators to transcribe the messages into memory in the microprocessor. At this point in time, the microprocessor avails itself of certain operators who are capable of handling both incoming and outgoing calls, places the return call, and interconnects the operator with such return call.

Claims

1. A telephone call handling system for interconnection with a telephone network, comprising:

a first plurality of operator stations operatively connected to the telephone network for receiving incoming calls therefrom;

a second plurality of operator stations operatively connected gto the telephone network for receiving incoming calls therefrom, and placing outgoing calls thereon;

first switch means interconnected between said second plurality of operator stations and the telephone network for selectively enabling said second plurality of operator stations to receive incoming calls and place outgoing calls;

control means operatively connected to said switch means for selectively actuating said first switch means;

call distribution means interposed between the telephone network and said first and second plurality of operator stations for selectively distributing said incoming calls to various of said first and second plurality of operator stations, said call distribution means distributing calls first to operator stations of said first plurality and thence to operator stations of said second plurality in the event that all operator stations in said first plurality are in receipt of an incoming call; and

recording means interconnected with said call distribution means, said recording means receiving nd recording information from incoming calls when all operator stations of said first and second plurality are connected to calls.

2. The telephonic call handling system according to claim 1, further comprising means for returning such calls as are recorded by said recording means.

3. The telephonic call handling system according to claim 2, wherein said means for returning calls comprises an automatic dialer.

4. The telephonic call handling system according to claim 2, further comprising communication means between said second plurality of operator stations and said control means for indicating when return calls can be made.

5. The telephonic call handling system according to claim 4, wherein said communication means comprises means associated with each of said second plurality of operator stations for indicating to said control means that said operator station is available for making a return call, and means associated with said control means for indicating to said second plurality of operator stations that return calls are available for making.

6. The telephonic call handling system according to claim 1, wherein one of said second plurality of operator stations is interconnected with said recording means by second switch means for selectively interconnecting said recording means with said one of said second plurality of operator stations.

7. The telephonic call handling system according to claim 6, wherein said one of said second plurality of operator stations comprises transcription means for transcribing said recorded information from said recording means to said control means.

8. The telephonic call handling system according to claim 7, wherein said recorded information comprises a telephone number for making a return call, and said control means includes means for accessing a telephone via said telephone number and interconnecting said telephone with one of said second plurality of operator stations.

9. The telephonic call handling system according to claim 8, wherein each of said first and second plurality of operator stations comprises a video screen and keyboard in communication with a computer.

10. The telephonic call handling system according to claim 9, wherein said one of said second plurality of operator stations comprises a keyboard nd a split video screen, a first portion of said video screen communicating with said computer, and a second portion of said video screen communicating with said control means.