Interactive call distribution processor

• US 5,020,095 A
• Filed: 11/16/1988
• Issued: 05/28/1991
• Est. Priority Date: 11/16/1988
• Status: Expired due to Term

• Current Assignee: Aspect Communications Corporation (Alvaria Incorporated)
• Original Assignee: Dytel Corp. (Enghouse Systems Limited)
• Inventors: Klecka, Mark D., Carleton, Robert, Krakau, Herbert J., Morganstein, Sanford J., Mehta, Bakulesh A.
• Primary Examiner(s): Brown, Thomas W.
• Application Number:
  US07/272,091
• Time in Patent Office: 923 Days
• Field of Search: 379/266, 379/309, 379/214, 379/213, 379/212, 379/211, 379/233, 379/67, 379/88, 379/89, 379/84, 379/134, 379/113
• US Class Current: 379/88.23
• CPC Class Codes: H04M 3/487 Arrangements for providing information services, e.g. recorded voice services or time announcements
• CPC Class Codes: H04M 3/523 with call distribution or queueing
• CPC Class Codes: H04M 3/5238 with waiting time or load prediction arrangements

Abstract

Call processing apparatus for queuing calling parties waiting to be connected to a service position, and for calculating queue position data or wait time data and transmitting the queue data to the calling parties. The queued calling parties can also reach alternate destinations by inputting digit information for routing queued calling parties to such destinations.

Claims

1. A method for processing telephone calls inbound to a telephone switching system, comprising the steps of:

initially informing calling parties of the availability of destinations and digit information to input to reach such destinations;

causing the calling parties to be connected to respective destinations if digit information is input;

queuing calling parties who cannot be connected directly to an attendant position associated with the switching system;

providing alternate destinations other than the attendant positions;

transmitting a message to the queued calling parties regarding a selection of one said alternate destination; and

connecting the queued calling parties to respective alternate destinations, if selected by the queued calling parties.

2. The method of claim 1, further including calculating wait times experienced for connecting respective queued calling parties to the attendant positions and transmitting information concerning a wait time to each subsequently queued calling party.

3. The method of claim 2, further including defining a number of time segments, associating a message with each said time segment, and correlating a calculated average time with one said time segment and transmitting a message associated with the correlated time segment to the queued calling parties.

4. The method of claim 1, further including calculating the number of queued calling parties to define queue information, and transmitting the queue information to the calling parties.

5. The method of claim 4, further including transmitting to each queued calling party queue information regarding the relative position of the respective party in the queue.

6. The method of claim 5 further including updating the calculation each time a calling party changes position in the queue, and transmitting new queue position information to the respective calling party.

7. The method of claim 1, further including periodically transmitting said message to the queued calling parties.

8. The method of claim 1, further including queuing calling parties until the queue is full, and thereafter transmitting a message to subsequent calling parties while the queue remains full to select alternate destinations by inputting associated digit information.

9. A method for operating a call processor in conjunction with a telephone switching system for allowing said switching system to process incoming telephone calls for connection to called parties associated with subscriber sets, or to process incoming calls by distributing the calls to agent positions to which calling parties can be queued before being connected thereto, comprising the steps of:

connecting a call processor to said switching system such that said call processor receives incoming calls directed to the switching system;

transmitting to a calling party by said call processor a message instructing the calling party to input digit information which is representative of a desired destination;

analyzing by said call processor the digit information input by the calling party to determine if the digit information is associated with a called party'"'"'s subscriber set, or associated with one of the agent positions;

causing the switching system to connect the calling party to the called party'"'"'s subscriber set if the digit information is associated therewith;

if the digit information is associated with an agent'"'"'s position, determining by said call processor whether an agent'"'"'s position is idle, and if so, causing the switching system to connect the calling party to an idle agent'"'"'s position;

queuing by the call processor those calling parties who cannot be connected to an agent position because of insufficient idle positions; and

managing the queue of calling parties by the call processor to switch queued calling parties to the switching system when an agent'"'"'s position becomes idle.

10. The method of claim 9, further including placing the calling party in a queue by said call processor if no idle agent position is available, and monitoring busy agent positions to detect when a position becomes idle.

11. The method of claim 10, further including transmitting to the queued calling party by said call processor a message identifying alternate destinations and digit information to input to be connected to an alternate destination.

12. The method of claim 11, further including removing the calling party from the queue and connecting the calling party to an alternate destination if corresponding digit information is input by the calling party.

13. A method for processing telephone calls inbound to a telephone switching system, comprising the steps of:

receiving telephone calls directed to the switching system;

establishing respective telecommunication paths to attendant positions if the positions are available for serving incoming calls;

queuing calling parties who cannot be connected directly to attendant positions due to busy or unavailable conditions thereof;

transmitting a message to the queued calling parties identifying alternate destinations, and digit information to be input for connection to a selected alternate destination, one said alternate destination being a prerecorded informational message;

transmitting said prerecorded informational message to a calling party selecting the informational message destination;

monitoring the queued calling party to which the informational message is transmitted for the input of digit information during the informational message; and

connecting the queued calling party to another destination defined by the input of the digit information during the informational message.

14. A method for processing telephone calls inbound to a telephone switching system, comprising the steps of:

receiving telephone calls directed to the switching system;

establishing a telecommunication path to attendant positions if the positions are available for serving incoming calls;

queuing on a first in first out basis calling parties who cannot be connected directly to attendant positions due to busy or unavailable conditions thereof;

calculating a busy status parameter for each incoming telephone call which is queued;

transmitting a first message to calling parties in the queue, said first message having a content related to a respective said busy status parameter so that the queued calling parties are made aware of the extent of a wait time before being connected to a respective attendant position;

transmitting a second message to the queued calling parties concerning an optional destination comprising an informational message, and digit information to be input for reaching said optional destination;

receiving digit information, if input by a queued calling party, and connecting the queued calling party to the informational message; and

maintaining the queued calling party in a respective position in the queue while the party has selected and is listening to said informational message.

15. A call processor for processing automatic call distributor (ACD) telephone calls, comprising:

means for receiving telephone calls directed to the ACD;

means for establishing respective telecommunication paths to attendant positions if the positions are available for serving incoming calls;

means for queuing calling parties who cannot be connected directly to attendant positions due to busy or unavailable conditions thereof;

means for calculating a busy status parameter for each incoming telephone call which is queued;

means for transmitting first type messages to calling parties in the queue, said messages each having a content related to a respective said busy status parameter so that the queued calling parties are made aware of the extent of a wait time before being connected to an attendant position;

means for transmitting to the queued calling parties second type messages concerning alternate destinations and digit information to be input for reaching said alternate destinations; and

means for establishing a maximum number of calling parties to be queued, and means for transmitting to those calling parties who exceed said maximum number a message for inputting digit information for connection to optional destinations.

16. The call processor of claim 15, further including a receive for receiving said digit information associated with an alternate destination and causing a connection to be established to the alternate destination.

17. Apparatus for processing telephone calls inbound to a telephone switching system, comprising:

means for receiving telephone calls directed to the switching system;

means for establishing respective telecommunication paths to attendant positions if the positions are available for serving incoming calls;

means for queuing calling parties who cannot be connected directly to attendant positions due to busy or unavailable conditions thereof;

means for transmitting a message to the queued calling parties identifying alternate destinations, and digit information to be input for connection to a selected alternate destination, one said alternate destination being a prerecorded informational message;

means for transmitting said prerecorded informational message to a calling party selecting the informational message destination;

means for monitoring the queued calling party to which the informational message is transmitted for the input of digit information during the informational message; and

means for connecting the queued calling party to another destination defined by the input of the digit information during the informational message.

18. Apparatus for processing telephone calls inbound to a telephone switching system, comprising:

means for receiving telephone calls directed to the switching system;

means for establishing a telecommunication path to attendant positions if the positions are available for serving incoming calls;

means for queuing on a first in first out basis calling parties who cannot be connected directly to attendant positions due to busy or unavailable conditions thereof;

means for calculating a busy status parameter for each incoming telephone call which is queued;

means for transmitting a first message to calling parties in the queue, said first message having a content related to a respective said busy status parameter so that the queued calling parties are made aware of the extent of a wait time before being connected to a respective attendant position;

means for transmitting a second message to the queued calling parties concerning an optional destination comprising an informational message, and digit information to be input for reaching said optional destination;

means for receiving digit information, if input by a queued calling party, and connecting the queued calling party to the informational message; and

means for maintaining the queued calling party in a respective position in the queue while the party has selected and is listening to said informational message.