Automatic call center overflow retrieval system
First Claim
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1. A method for automatically handling in-bound call overflow which comprises the steps of:
- acquiring a calling telephone number for an in-bound call to a system, which calling telephone number is provided by the signaling capacity of a network;
providing a signal which causes a busy signal to be sent to the calling party telephone number for an in-bound call that cannot be serviced;
storing the calling telephone number of an in-bound call that cannot be serviced; and
automatically initiating an out-bound call to the calling telephone telephone number at a later time.
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Abstract
Method and apparatus for recovering in-bound calls to a call center, which in-bound calls were directed to overflow. An embodiment of the inventive method includes the steps of: logging telephone numbers of in-bound calls that overflow the handling capacity of the call center, which telephone numbers are provided by the signaling capacity of the network to the call center; determining when call center agents become available; automatically initiating calls back to the logged telephone numbers; detecting when calls are answered; and causing call center agents to be connected thereto.
77 Citations
10 Claims
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1. A method for automatically handling in-bound call overflow which comprises the steps of:
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acquiring a calling telephone number for an in-bound call to a system, which calling telephone number is provided by the signaling capacity of a network; providing a signal which causes a busy signal to be sent to the calling party telephone number for an in-bound call that cannot be serviced; storing the calling telephone number of an in-bound call that cannot be serviced; and automatically initiating an out-bound call to the calling telephone telephone number at a later time. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9)
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10. Apparatus for automatically handling in-bound call overflow which comprises the steps of:
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means for acquiring a calling telephone number for an in-bound call to a system, which calling telephone number is provided by the signaling capacity of a network; means for providing a signal which causes a busy signal to sent to the calling party telephone number for an in-bound call that cannot be serviced; means for storing the calling telephone number of an in-bound call that cannot be serviced; and means for automatically initiating an out-bound call to the calling telephone telephone number at a later time.
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Specification