ACD arrangement for automatically returning a call at a time specified by the original caller

• US 5,185,782 A
• Filed: 02/08/1991
• Issued: 02/09/1993
• Est. Priority Date: 02/08/1991
• Status: Expired due to Term

• Current Assignee: Avaya Incorporated
• Original Assignee: A&T Bell Laboratories
• Inventors: Srinivasan, Thirunarayanan
• Primary Examiner(s): BROWN, THOMAS
• Application Number:
  US07/652,811
• Time in Patent Office: 732 Days
• Field of Search: 379/266, 379/265, 379/309, 379/8, 379/214, 379/67, 379/216
• US Class Current: 379/210.01
• CPC Class Codes: H04M 2242/22 Automatic class or number identification arrangements
• CPC Class Codes: H04M 3/42059 Making use of the calling party identifier
• CPC Class Codes: H04M 3/487 Arrangements for providing information services, e.g. recorded voice services or time announcements
• 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 3/5238 with waiting time or load prediction arrangements
• CPC Class Codes: H04Q 3/72 Finding out and indicating number of calling subscriber

Abstract

An automatic callback arrangement for an automatic call-distribution (ACD) system. The arrangement collects and stores the telephone number from which a call is incoming (ANI), estimates how long the call will have to hold in queue before it is answered, and, if the waiting time exceeds a predetermined maximum, prompts the caller to chosse between holding or receiving a return call if the caller is a valid-account holder. If the caller choses a return call, the arrangement prompts the caller for callback time and time-period. The arrangement then verifies whether the caller is a valid account holder. If so, the arrangement places an outgoing call to the stored telephone number when the callback time arrives. If the call does not get through, the arrangement repeatedly periodically repeats placing of the outgoing call, until the call gets through or the callback time-period expires. When it places the outgoing call, the arrangement connects the originating end thereof to an ACD agent to handle the call.

Claims

1. In an arrangement for automatically distributing incoming calls to a plurality of agents for answering and handling the incoming calls, the improvement comprising;

means responsive to an incoming call from a caller, for storing a telephone number relating to the incoming call;

means operative in response to unavailability of an agent of the plurality of agents to answer the incoming call, for automatically prompting the caller to indicate a callback time;

means responsive to receipt from the caller of an indication of the callback time, for automatically placing an outgoing call having an originating end and a terminating end to the stored telephone number at the callback time; and

means responsive to the placing of the outgoing call, for automatically connecting the originating end of the outgoing call to an agent of the plurality of agents to handle the outgoing call.

2. The improvement of claim 1 wherein

the prompting means comprise

means operative in response to unavailability of an agent of the plurality of agents to answer the incoming call, for automatically prompting the caller to indicate a telephone number for callback;

and

the storing means comprise

means responsive to receipt from the caller of the telephone number for callback, for automatically storing the received telephone number.

3. The improvement of claim 1 wherein

the storing means comprise:

means responsive to set-up of the incoming call, for automatically storing the telephone number from which the call originated.

4. The improvement of claim 1 further comprising

first means for estimating a waiting time of an incoming call to be answered by an agent;

and wherein

the prompting means comprise

second means responsive to unavailability of an agent to answer the incoming call and an estimation by the estimating means that the call'"'"'s waiting time will exceed a predetermined maximum, for automatically prompting the caller to indicate the callback time.

5. The improvement of claim 4 wherein

the first means include

means responsive to the unavailability of an agent to answer the incoming call and the estimation by the estimating means that the call'"'"'s waiting time will exceed the predetermined maximum, for automatically prompting the caller to indicate whether the caller wishes to hold or to receive a return call;

and

the second means include

means responsive to receipt from the caller of an indication that the caller wishes to receive a return call, for automatically prompting the caller to indicate the callback time.

6. The improvement of claim 1 wherein

the prompting means include

means for automatically prompting the caller to indicate a callback time period;

and

the call-placing means include

means responsive to the outgoing call failing to be answered at its terminating end, for periodically automatically placing the outgoing call again during the indicated callback time period, until either the outgoing call is answered at its terminating end or the callback time period expires.

7. The improvement of claim 1 further comprising

means for determining whether the caller is a member of a predetermined subset of all possible callers;

and wherein

the call-placing means include

means responsive to both the receipt of the indication of the callback time and a determination by the determining means that the caller is a member of the subset, for automatically placing the outgoing call, and responsive to both the receipt of the indication of the callback time and a determination by the determining means that the caller is not a member of the subset, for discarding the received indication without placing the outgoing call.

8. The improvement of claim 1 wherein

the call-placing means include:

means responsive to receipt from the caller of the indication of the callback time, for automatically storing the callback time with the telephone number of the incoming call to schedule a return call to the telephone number at the callback time; and

means responsive to the callback time becoming a present time, for automatically retrieving the stored telephone number and automatically placing the return call to the retrieved telephone number.

9. The improvement of claim 1 wherein

the call-placing means comprise

means responsive to arrival of the callback time, for automatically determining whether an agent is available to handle a return call to the stored telephone number and whether a communication link is available to carry the return call,

means responsive to a determination that an agent and a communication link are available, for automatically reserving an available agent and an available link, and

means responsive to reservation of an agent and a link, for automatically placing the outgoing call on the reserved link to the stored telephone number;

and

the connecting means comprise

means responsive to the placing of the outgoing call, for automatically connecting the originating end of the outgoing call to the reserved agent.

10. In an arrangement for automatically distributing incoming calls to a plurality of agents for answering and handling the incoming calls, the improvement comprising:

means for estimating a waiting time of an incoming call to be answered by an agent;

means responsive to an incoming call from a caller, for storing a telphone number relating to the incoming call;

means operative is response to unavailability of an agent to answer the incoming call and an estimation by the estimating means that the call'"'"'s waiting time will exceed a predetermined maximum, for automatically prompting the caller to indicate whether the caller wishes to hold or to receive a return call;

means responsive to receipt from the caller of an indication that the caller wishes to receive a return call, for automatically prompting the caller to indicate a callback time and a callback time period;

means responsive to receipt from the caller of an indication of the callback time and the callback time period, for automatically placing an outgoing call having an originating end and a terminating end to the stored telephone number at the indicated callback time;

means responsive to the outgoing call failing to be answered at its terminating end, for periodically automatically placing the outgoing call again during the indicated callback time period, until either the outgoing call is answered at its terminating end or the indicated callback time period expires; and

means responsive to the placing of the outgoing call, for automatically connecting the originating end of the outgoing call to an agent to handle the outgoing call.

11. The improvement of claim 10 wherein

the prompting means comprise

means operative in response to unavailability of an agent of the plurality of agents to answer the incoming call, for automatically prompting the caller to indicate a telephone number for callback;

and

the storing means comprise

means responsive to receipt from the caller of the telephone number for callback, for automatically storing the received telephone number.

12. The improvement of claim 10 wherein

the storing means comprise:

means responsive to set-up of the incoming call, for automatically storing the telephone number from which the call originated.

13. The improvement of claim 10 further comprising

means for determining whether the caller is a member of a predetermined subset of all possible callers;

and wherein

the call-placing means include

means responsive to both the receipt of the indication of the callback time and a determination by the determining means that the caller is a member of the subset, for automatically placing the outgoing call, and responsive to both the receipt of the indication of the callback time and a determination by the determining means that the caller is not a member of the subset, for discarding the received indication without placing the outgoing call.

14. The improvement of claim 10 wherein

the call-placing means comprise

means responsive to arrival of the callback time, for automatically determining whether an agent is available to handle a return call to the stored telephone number and whether a communication link is available to carry the return call,

means responsive to a determination that an agent and a communication like are available, for automatically reserving an available agent and an available link, and

means responsive to reservation of an agent and a link, for automatically placing the outgoing call on the reserved link to the stored telephone number;

and

the connecting means comprise

means responsive to the placing of the outgoing call, for automatically connecting the originating end of the outgoing call to the reserve agent.

15. An arrangement comprising:

means for automatically distributing incoming calls to a plurality of agents for answering and handling the incoming calls;

means responsive to an incoming call from a caller, for storing a telephone number of the incoming call;

means operative in response to unavailability of an agent of the plurality of agents to answer the incoming call, for automatically prompting the caller to indicate a callback time;

means responsive to receipt from the caller of an indication of the callback time, for automatically placing an outgoing call having an originating end and a terminating end to the stored telephone number at the callback time; and

means responsive to the placing of the outgoing call, for automatically connecting the originating end of the outgoing call to an agent of the plurality of agents to handle the outgoing call.

16. An apparatus comprising:

a plurality of call-handling stations for use by agents in answering and handling telephone calls connected to the stations;

a switching system connecting the stations to a telephone network;

an automatic call-distribution system cooperative with the switching system for automatically distributing incoming calls to the stations for answering and handling of the incoming calls by the agents;

means responsive to a call from a caller incoming to the automatic call-distribution system, for storing a telephone number of the incoming call;

means operative in response to unavailability of an agent at the plurality of stations to answer the incoming call, for automatically prompting the caller to indicate a callback time;

means responsive to receipt from the caller of an indication of the callback time, for automatically placing through the switching system an outgoing call having an originating end and a terminating end to the stored telephone number at the callback time; and

means responsive to the placing of the outgoing call, for automatically connecting the originating end of the outgoing call via the automatic call-distribution system to a station of the plurality of stations for handling of the outgoing call by an agent.

17. A method of automatically returning calls in an arrangement for automatically distributing incoming calls to a plurality of agents for answering and handling the incoming calls, the method comprising the steps of:

storing a telephone number relating to an incoming call from a caller;

automatically prompting the caller to indicate a callback time, in an absence of availability of an agent of the plurality of agents to answer the incoming call;

automatically placing an outgoing call having an originating end and a terminating end to the stored telephone number at the callback time, in response to receipt from the caller of an indication of the callback time; and

automatically connecting the originating end of the outgoing call to an agent of the plurality of agents to handle the outgoing call, in response to the placing of the outgoing call.

18. The method of claim 17 wherein

the step of storing a telephone number comprises the steps of:

automatically prompting the caller to indicate a telephone number for callback, in the absence of availability of an agent of the plurality of agents to answer the incoming call; and

automatically storing the received telephone number, in response to receipt from the caller of the telephone number for callback.

19. The method of claim 17 wherein

the step of storing a telephone number comprises the step of:

automatically storing the telephone number from which the call originated, in response to set-up of the incoming call.

20. The method of claim 17 further comprising

the step of

estimating a waiting time of an incoming call to be answered by an agent;

and wherein

the step of prompting comprises the step of

automatically prompting the caller to indicate the callback time, in response to unavailability of an agent to answer the incoming call and an estimation that the call'"'"'s waiting time will exceed a predetermined maximum.

21. The method of claim 20 further comprising the step of

automatically prompting the caller to indicate whether the caller wishes to hold or to receive a return call, in response to the unavailability of an agent to answer the incoming call and the estimation that the call'"'"'s waiting time will exceed the predetermined maximum;

and wherein

the step of automatically prompting the caller to indicate the callback time, in response to unavailability of an agent to answer the incoming call and an estimation that the call'"'"'s waiting time will exceed a predetermined maximum, includes the step of

automatically prompting the caller to indicate the callback time, in response to unavailability of an agent to answer the incoming call and an estimation that the call'"'"'s waiting time will exceed a predetermined maximum and receipt from the caller of an indication that the caller wishes to receive a return call.

22. The method of claim 17 further comprising the step of

automatically prompting the caller to indicate a callback time period;

and wherein

the step of placing an outgoing call includes the step of

periodically automatically placing the outgoing call again during the indicated callback time period, in response to the outgoing call failing to be answered at its terminating end, until either the outgoing call is answered at its terminating end or the callback time period expires.

23. The method of claim 17 wherein

the step of placing an outgoing call includes the steps of:

determining whether the caller is a member of a predetermined subset of all possible callers; and

automatically placing the outgoing call, in response to both the receipt of the indication of the callback time and a determination that the caller is a member of the subset, or

discarding the received indication without placing the outgoing call, in response to both the receipt of the indication of the callback time and a determination that the caller is not a member of the subset.

24. The method of claim 17 wherein

the step of placing an outgoing call includes the steps of:

automatically storing the callback time with the telephone number of the incoming call to schedule a return call to the telephone number at the callback time, in response to receipt from the caller of the indication of the callback time; and

automatically retrieving the stored telephone number and automatically placing the return call to the retrieved telephone number, in response to the callback time becoming a present time.

25. The method of claim 17 wherein

the step of placing an outgoing call comprises the steps of

automatically determining whether an agent is available to handle a return call to the stored telephone number and whether a communication link is available to carry the return call, in response to arrival of the callback time,

automatically reserving an available agent and an available link, in response to a determination that an agent and a communication link are available, and

automatically placing the outgoing call on the reserved link to the stored telephone number, in response to reservation of the agent and the link;

and

the step of connecting comprises the step of

automatically connecting the originating end of the outgoing call to the reserved agent, in response to the placing of the outgoing call.

26. A method of automatically returning calls in an arrangement for automatically distributing incoming calls to a plurality of agents for answering and handling the incoming calls, the method comprising the steps of:

estimating a waiting time of an incoming call to be answered by an agent;

storing a telephone number relating to an incoming call, in response to the incoming call from a caller;

automatically prompting the caller to indicate whether the caller wishes to hold or to receive a return call, in an absence of availability of an agent to answer the incoming call and an estimation that the call'"'"'s waiting time will exceed a predetermined maximum;

automatically prompting the caller to indicate a callback time and a callback time period, in response to receipt from the caller of an indication that the caller wishes to receive a return call;

automatically placing an outgoing call having an orignating end and a terminating end to the stored telephone number at an indicated callback time, in response to receipt from the caller of the indication of the callback time and the callback time peiod;

periodically automatically placing the outgoing call again during the indicated callback time period, in response to the outgoing call failing to be answered at its terminating end, until either the outgoing call is answered at its terminating end or the indicated callback time period expires; and

automatically connecting the originating end of the outgoing call to an agent to handle the outgoing call, in response to the placing of the outgoing call.

27. The method of claim 26 wherein

the step of storing a telephone number comprises the steps of:

automatically prompting the caller to indicate a telephone number for callback, in an absence of availability of an agent of the plurality of agents to answer the incoming call; and

automatically storing a telephone number received from the caller for callback.

28. The method of claim 26 wherein

the step of storing a telephone number comprises the step of:

automatically storing the telephone number from which the call originated, in response to set-up of the incoming call.

29. The method of claim 26 wherein

the step of placing an outgoing call, in response to receipt from the caller of the indication of the callback time and the callback time period, includes the steps of:

determining whether the caller is a member of a predetermined subset of all possible callers; and

automatically placing the outgoing call, in response to both the receipt of the indication of the callback time and a determination that the caller is a member of the subset, or

discarding the received indication without placing the outgoing call, in response to both the receipt of the indication of the callback time and a determination that the caller is not a member of the subset.

30. The method of claim 26 wherein

each said step of placing an outgoing call comprises the steps of

automatically determining whether an agent is available to handle a return call to the stored telephone number and whether a communication link is available to carry the return call, in response to arrival of the callback time,

automatically reserving an available agent and an available link, in response to a determination that an agent and a communication link are available, and

automatically placing the outgoing call on the reserved link to the stored telephone number, in response to reservation of the agent and the link;

and

the step of connecting comprises the step of

automatically connecting the originating end of the outgoing call to the reserved agent, in response to the placing of the outgoing call.