Automatic call returning method for call distributor with message record capability

• US 5,181,236 A
• Filed: 09/25/1990
• Issued: 01/19/1993
• Est. Priority Date: 09/25/1990
• Status: Expired due to Term

• Current Assignee: Firstpoint Contact Technologies, LLC (Alvaria Incorporated)
• Original Assignee: Rockwell International Corporation
• Inventors: Brown, James G., Hilsenbeck, Jerry M., LaVallee, James R., Bailey, Dana A., Sumner, Roger A., Zazzera, Andre C.
• Primary Examiner(s): Dwyer, James L.
• Assistant Examiner(s): Hong, Harry S.
• Application Number:
  US07/587,878
• Time in Patent Office: 847 Days
• Field of Search: 379/67, 379/266, 379/265, 379/309, 379/88, 379/89, 379/70, 379/84, 379/216, 379/355, 379/142
• US Class Current: 379/88.22
• CPC Class Codes: H04M 2242/22 Automatic class or number identification arrangements
• CPC Class Codes: H04M 3/42042 Notifying the called party of information on the calling party details within substation equipment H04M1/57, signalling details H04Q3/72
• 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 3/5166 in combination with interactive voice response systems or voice portals, e.g. as front-ends
• 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
• CPC Class Codes: H04Q 1/45 using multi-frequency signalling H04Q1/46 takes precedence

Abstract

A method of automatically returning calls to callers (18) who have recorded a message in an ACD mail (22C) controlled message bin (22D) of a voice response unit (22) in response to a stored announcement in an announcement table (22B) selected in accordance with call statistics in a statistics table (22A) from an automatic call distributor (12) to provide the caller with queue information when no agent stations (14) are available. In one mode of operation (FIG. 4), the recorded voice message in queue is automatically provided to an agent when one becomes available in the same manner as an incoming call except an indication is given to the agent station (14) that the incoming call is, in fact, a prerecorded message which requires a cell back. The agent must obtain the telephone number from the recorded voice message and then input the multidigit number to place a return call. In other modes of operation (FIGS. 5 and 6), DTMF tones (D) recorded with the voice message are employed to enable the agent to auto dial the return call in response to the recorded message. In one of these other modes of operation (FIG. 6), the calls are automatically placed by an ACD control computer (20) and connected to an available agent station (14) the same as an original incoming call when answer detection occurs. If no answer detection occurs within a predetermined time limit, then the recorded message is returned to the queue on a preselected priority basis, and after a preselected number of unsuccessful attempts, the number and related information is printed on a printer (32) and removed from storage in the message bin (22D).

Claims

1. In a call switching system having an automatic call distributor for selectively switching incoming calls from callers to a group of agent stations and with means for recording messages from the callers in the event a selected group of agent stations is not available to receive the incoming calls, a method for return of calls to callers who have recorded a message, comprising the steps of:

indicating to the automatic call distributor when an agent is available to receive a recorded message;

automatically connecting through the automatic call distributor, as an incoming call, a recorded message to the agent station indicated as available to receive a recorded message;

enabling an agent to transcribe the recorded message at the agent station; and

providing the telephone number of the caller who left the recorded message to facilitate a return call.

2. The call return method of claim 1 including the step of

erasing the message automatically in response to initiation of a return call by the agent to the caller who recorded the message.

3. The call return method of claim 2

in which the recorded messages are automatically placed in a queue, and including the step of

automatically connecting a call from a subsequent caller in the queue in response to said step of automatically erasing a prior message in the queue.

4. The call return method of claim 1 including the step of automatically erasing the recorded message in response to actuation of a single keystroke of a key pad provided at the agent station to generate a preselected dual-tone signal.

5. The call return method of claim 1 in which said step of enabling the agent station to receive the recorded message includes the steps of

indicating to the agent station that a recorded message is available for transcription by the agent, and

automatically transmitting the message to the agent in response to generation of a password unique to the agent.

6. The call return method of claim 5 in which said step of generating the password includes the step of actuating a single keystroke of a keyboard at the agent station to generate a single duel-tone signal.

7. The call return method of claim 5 including the step of automatically erasing the recorded message in response to generation of a memory purge signal.

8. The call return method of claim 7 in which said step of automatically erasing the recorded message includes the step of actuating a single keystroke of a keypad to generate a single dual-tone signal.

9. The call return method of claim 7 in which

recorded messages are automatically placed in a queue, and including the step of

placing a call to a subsequent caller in the queue automatically in response to generation of the memory purge signal.

10. The call return method of claim 7 in which recorded messages are automatically placed in a queue and including the step of

detecting the identity of each agent station which received a message, and

determining if and when said agent placed a return call attempt.

11. The call return method of claim 1 including the steps of

determining the caller'"'"'s number from DTMF keypad inputs form the caller and recorded with the message through means of the automatic call distributor

obtaining the telephone number of the recorded DTMF keypad entries recorded with the message, and

displaying the obtained number at the agent station when the associated recorded message is automatically connected to the agent station.

12. The call return method of claim 1 in which said call switching system has means for automatically identifying the number of callers and said step of providing includes the steps of

recording the number determined by the automatic number identifying means for the recorded message,

obtaining the telephone number of the recorded message determined by the automatic number identifying means, and

automatically using the obtained telephone number to place a return call at the agent station when the associated recorded message is automatically connected to the agent station.

13. The call return method of claim 1 including the steps of

establishing a user selected preselected limit on the number of attempted return calls from the agent stations to a given caller who left a return message, and

preventing performance of said step of automatically connecting a recorded message to the agent station when said preselected limit is reached.

14. The call return method of claim 13 in which said step of preventing selectively includes the step of erasing said recorded message after said user selected preselected limit is reached.

15. The call return method of claim 1 in which said step of automatically connecting includes at least one of the user selected steps of

loading all the recorded messages in a memory in a queue for creating a return call campaign,

placing a return call to each caller who left a recorded message in a preselected order,

detecting when each return call is answered, and

automatically connecting the answered call to an available agent station in response to answer detection.

16. The call return method of claim 15 including the steps of

detecting when a return call is not answered, and

returning the message to the queue of recorded messages at another location in the queue for a subsequent automatic return call attempt.

17. The call return method of claim 15 including the steps of

detecting when a return call is not answered, and

printing information relating to the call in response to detecting that a call has not been answered.

18. The call return method of claim 17 including the step of utilizing the printed information for nonautomated return of the calls which have not been answered.

19. The call return method of claim 1 in which said step of automatically connecting includes the steps of

placing a return call to each caller who left a recorded message in a preselected order,

detecting when each return call is answered, and

automatically connecting the answered call to an available agent station in response to answer detection.

20. The call return method of claim 19 including the steps of

detecting when a return call is not answered, and

returning the message to the queue of recorded messages at another location in the queue for a subsequent automatic return call attempt.

21. The call return method of claim 19 including the steps of

detecting when a return call is not answered, and

printing information relating to the call in response to detecting that a call has not been answered.

22. The method of claim 1 including the step of

indicating to the agent station to which the recorded message is connected that an incoming call from the automatic call distributor is a recorded message.

23. The method of claim 1 in which said step of providing includes the steps of

prompting the caller to orally provide his number as part of the recorded message;

and

transmitting the orally recorded number to the agent station selection for the return call.

24. The method of claim 1 in which said step of providing includes the steps of

automatically placing the call to the telephone number,

detecting answering of the return call, and

connecting the return call to the agent in response to detection of an answer.