System and method for controlling outbound and inbound calls in a telephone communication system

• US 5,247,569 A
• Filed: 01/13/1992
• Issued: 09/21/1993
• Est. Priority Date: 01/13/1992
• Status: Expired due to Term

• Current Assignee: Intervoice Limited Partnership A Nevada Limited Partnership Composed of As Its SOLE General Partner Intervoice GP Incorporated
• Original Assignee: Intervoice Incorporated
• Inventors: Cave, Ellis K.
• Primary Examiner(s): Schreyer, Stafford
• Application Number:
  US07/820,159
• Time in Patent Office: 617 Days
• Field of Search: 379/133, 379/113, 379/140, 379/141, 379/309, 379/266, 379/265
• US Class Current: 379/266.08
• CPC Class Codes: H04M 3/36 Statistical metering, e.g. recording occasions when traffic exceeds capacity of trunks
• 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 3/5238 with waiting time or load prediction arrangements
• CPC Class Codes: H04Q 3/0016 Arrangements providing connection between exchanges

Abstract

There is disclosed an inbound/outbound call handling system and method in which outbound calls are automatically paced so that as attendants become available a valid call is completed to be handled by the available attendant. As an inbound call is received, the system responds by halting attempts to place an outbound call and queueing the inbound call for handling by the next available attendant. The system takes advantage of an algorithm which statistically monitors average call completion time, average attendant in-use time, average time to answer and probability of a valid answer. Call placing and receiving overlap is controllable in conjunction with the monitored statistical parameters to achieve operation around any desired system operating parameter. The system is controlled by a plurality of precisely defined operational tasks operating in a hierarchical manner.

Claims

1. An inbound/outbound calling connection system, comprising:

calling means for automatically attempting outbound call placement, said calling means monitoring and adjusting attempted outbound calling connections based on call completion times and availability to handle completed calls; and

incoming call receiving means for queueing inbound calls, said incoming call receiving means adjusting operation of said calling means to account for receipt of each said received inbound call.

2. The system as recited in claim 1 wherein said calling means comprises means for monitoring system statistical parameters concerning said call completion times and said availability of handling said completed calls.

3. The system as recited in claim 2 wherein said completed calls are handled by an attendant and wherein said calling means comprises means for determining actual busy-idle status of said attendant.

4. The system as recited in claim 3 wherein said calling means comprises means for completing calls to a first available idle attendant without regard for whom the call attempt was initiated.

5. The system as recited in claim 3 wherein said system comprises means for establishing system operating setpoints depending upon a degree of desired utilization of any said attendant and upon an amount of non-communication holding time to which a completed call to connection is to be subject.

6. The system as recited in claim 5 wherein said calling means is responsive to said system setpoints establishing means.

7. The system as recited in claim 3 wherein said statistical parameters monitoring means comprises means for calculating the average time to a valid answer and means for deriving an average attendant in-use time.

8. The system as recited in claim 7 wherein said derivation of average attendant in-use time is calculated separately for each attendant.

9. The system as recited in claim 7 wherein said derivation of average attendant in-use time is calculated separately for inbound and outbound calling campaigns.

10. The system as recited in claim 9 wherein said establishing means comprises:

means for calculating a time to start calling based upon the calculated difference between said average attendant in-use time and said average time to a valid answer; and

means for adjusting said time to start calling parameter in accordance with said setpoints.

11. The system as recited in claim 10 wherein said average time to a valid answer calculating means comprises:

means for calculating a probability of answer over a time period; and

means for calculating an average calling time over said period of time.

12. The system as recited in claim 11 wherein said average time to a valid answer calculating means further includes means for dividing calculated ones of said average calling time by calculated ones of said probability of answer.

13. The system as recited in claim 12 further comprising means for performing said calculations on a campaign-by-campaign basis.

14. An inbound/outbound calling connection system for handling by an attendant, comprising:

calling means for automatically attempting outbound call placement, said calling means monitoring and adjusting attempted outbound calling connections based on call completion times and availability of said attendant; and

incoming call receiving means for queueing an inbound call for connection to said attendant, said incoming call receiving means adjusting operation of said calling means to account for receipt of said inbound call.

15. The system as recited in claim 14 wherein said calling means comprises means for monitoring system statistical parameters concerning said call completion times and said availability of handling said completed calls.

16. The system as recited in claim 15 wherein said calling means comprises means for determining actual busy-idle status of said attendant.

17. The system as recited in claim 16 wherein said calling means comprises means for completing calls to a first available idle attendant without regard for whom the call attempt was initiated.

18. The system as recited in claim 16 wherein said system comprises means for establishing system operating setpoints depending upon a degree of desired utilization of said attendant or upon an amount of non-communication holding time to which a completed call to connection is to be subject.

19. The system as recited in claim 18 wherein said calling means is responsive to said system setpoints establishing means.

20. The system as recited in claim 16 wherein said statistical parameters monitoring means comprises means for calculating the average time to a valid answer and means for deriving an average attendant in-use time.

21. The system as recited in claim 20 wherein said derivation of average attendant in-use time is calculated separately for each attendant.

22. The system as recited in claim 20 wherein said derivation of average attendant in-use time is calculated separately for inbound and outbound calling campaigns.

23. The system as recited in claim 22 wherein said establishing means comprises:

means for calculating a time to start calling based upon the calculated difference between said average attendant in-use time and said average time to a valid answer; and

means for adjusting said time to start calling parameter in accordance with said setpoints.

24. The system as recited in claim 23 wherein said average time to a valid answer calculating means comprises:

means for calculating a probability of answer over a time period; and

means for calculating an average calling time over said period of time.

25. The system as recited in claim 24 wherein said average time to a valid answer calculating means further includes means for dividing calculated ones of said average calling time by calculated ones of said probability of answer.

26. The system as recited in claim 25 further comprising means for performing said calculations on a campaign-by-campaign basis.

27. A method for connecting calls in an inbound/outbound calling connection system, comprising the steps of:

automatically attempting outbound call placement by monitoring and adjusting attempted outbound calling connections based on call completion times and availability to handle completed calls; and

adjusting operation of said attempted outbound calling connections to account for receipt of an inbound call.

28. The method as recited in claim 27 wherein said step of automatically attempting outbound call placement comprises the step of monitoring system statistical parameters concerning call completion times and attendant availability.

29. The method as recited in claim 27 wherein said outbound call placement is made based on a probable availability of an attendant.

30. The method as recited in claim 27 wherein said outbound call placement is made based on a determination of actual busy-idle status of said attendant.

31. The method as recited in claim 27 wherein attempted calls are completed to a first available idle attendant without regard to an actual attendant for which a call attempt was initiated.

32. The method as recited in claim 27 further comprising the step of:

establishing system operating setpoints depending upon a degree of desired utilization of said attendant and depending upon an amount of non-communication holding time to which a completed call connection is to be subject.

33. The method as recited in claim 32 wherein said adjusting step is also responsive to said system setpoints establishing step.

34. The method as recited in claim 28 wherein said statistical parameters comprise:

calculating an average time to a valid answer; and

deriving an average attendant in-use time.

35. The method as recited in claim 34 wherein said derivation of average attendant in-use time is calculated separately for each attendant.

36. A system for controlling inbound and outbound calls in an attendant system where the system has multiple attendants handling calls to and from multiple called parties all under processor control and where there can be several call completion attempts before a live called party answers a called connection, the system comprising:

a computer having a database of telephone line numbers and data information pertaining to each said line;

a processor for controlling the establishment of said calls in response to telephone line numbers supplied by said computer;

a plurality of attendant terminals connected both to said computer and said processor;

said processor comprising;

a statistical task running in said processor, said statistical task including;

means for determining the average attendant in-use times which includes any time said attendant is not available to communicate with a live called party; and

means for determining the average time it takes for a live answer to occur on a series of outbound placed calling connections;

a queueing task for maintaining an ordered queue of ordered agents and an ordered queue of live answered calls not actively communicating (on hold) with an attendant;

at least one call task assigned to each attendant for making individual calls under control of calling numbers furnished by said processor;

at least one answer task operable for starting and stopping said call tasks for a particular attendant, said answer task including;

means for reporting to said processor and to said statistical and queuing tasks when a live answer occurs and when an attendant connects to said live answer connection;

a schedule task individual to each attendant, said schedule task including;

means for connecting said associated attendant to a live answered line under control of said queueing task and based upon information provided by said answer and call task; and

wherein;

said processor including means operative in response to said schedule task and a connection between an attendant on a live answered line, for providing the called telephone number of said answered line to said attendant'"'"'s terminal; and

incoming call receiving means for queueing inbound calls for connection to one of said multiple attendants, said incoming call receiving means adjusting operation of said means for determining average agent in-use time, said means for determining the average time it takes for a live answer to occur and at least one call task to account for receipt of each of said received inbound calls.

37. The system as recited in claim 36 further comprising:

means in said terminal for accepting said called telephone numbers from said processor and for communicating said telephone number to said computer as an access to said data information in said computer.

38. The system as recited in claim 37 wherein said calculation of average attendant in-use time is calculated separately for each attendant.

39. The system as recited in claim 38 and wherein each said call task includes:

means for calculating a time to start calling based upon the calculated difference between said average attendant in-use time and said average time to a valid answer; and

means for adjusting said time to start calling parameter in accordance with set points.

40. The system as recited in claim 39 wherein said average time to a valid answer calculating means comprises:

means for calculating a probability of answer over a time period; and

means for calculating an average calling time over said period of time.

41. The system as recited in claim 40 wherein said average time to a valid answer calculating means further comprises:

means for dividing calculated ones of said average calling time by calculated ones of said probability of answer.

42. The system as recited in claim 41 further comprising:

means for performing said calculations on a campaign-by-campaign basis.

43. The system as recited in claim 37 further comprising:

means for monitoring said statistical parameters individually for each said attendant; and

means for establishing calls on an attendant-by-attendant basis depending upon said monitored statistical parameters for said attendant.

44. The system as recited in claim 43 further comprising:

an attendant call completion queue; and

means for assigning said call completions to said queue regardless of which attendant for whom the call was established.

45. The system as recited in claim 44 wherein idle attendants are connected to a next available established call from said call completion queue.