System for managing a hold queue

• US 5,278,898 A
• Filed: 05/30/1991
• Issued: 01/11/1994
• Est. Priority Date: 05/30/1991
• Status: Expired due to Term

• Current Assignee: Aspect Software Incorporated
• Original Assignee: Davox Corporation (Aspect Software Incorporated)
• Inventors: Cambray, John E., Smith, B. Scott
• Primary Examiner(s): Dwyer, James L.
• Assistant Examiner(s): TSANG, FAN S
• Application Number:
  US07/707,707
• Time in Patent Office: 957 Days
• Field of Search: 379/266, 379/309, 379/265
• US Class Current: 379/266.1
• CPC Class Codes: H04M 3/523 with call distribution or queueing

Abstract

A system for electronically managing calls in a hold queue wherein the hold queue is prioritized into a number of priority categories according to user selectable priority criteria. As an operator becomes available, the system selectively assigns the calls on hold to an available operator in a sequential manner according to the priority category of the calls and the type of hold queue utilized.

Claims

1. A method for managing calls connected to an automated telephone system, comprising the steps of:

inserting a call record of each connected call into a hold queue of a predetermined type, said call record including a call identifying portion and a call prioritizing portion;

prioritizing each call record in said hold queue into one of a plurality of predetermined call priority categories according to at least a first selectable priority criterion by comparing said call prioritizing portion of each call record with said at least a first selectable priority criterion, each of said plurality of predetermined call priority categories having a call assigning priority level which differs from the others of said plurality of predetermined call priority categories, and wherein said call assigning priority level of at least a first one of said plurality of predetermined call priority categories is higher than said call assigning priority level of at least a second one of said plurality of predetermined call priority categories;

determining the availability of an operator to which a connected call may be assigned;

upon the availability of an operator, performing the steps of;

(a) prioritizing each of said call records presently in said hold queue and changing, if required, the call priority category of each of said previously prioritized call records presently in said hold queue, and

(b) retrieving a call record stored in said hold queue according to the call assigning priority level of each of said prioritized call records presently in said hold queue, such that a call record which is prioritized in a call priority category having a higher call assigning priority level is retrieved before a call record prioritized in a call priority category having a lower call assigning priority level, and

(c) assigning a connected call represented by said retrieved call record to said available operator, thus assuring that a connected call having a higher call assigning priority level is assigned to an available operator before a connected call with a lower call assigning priority level; and

after assigning said connected call represented by said retrieved call record, and provided there is at least one call record of a connected call in said hold queue, returning to the step of determining the availability of an operator.

2. The method of claim 1 wherein said plurality of predetermined priority categories include a high, medium and low priority category.

3. The method of claim 1 wherein the step of prioritizing said hold queue upon the availability of an operator further includes prioritizing according to said at least a first, selectable priority criterion.

4. The method of claim 1 wherein the step of prioritizing said hold queue upon the availability of an operator further includes prioritizing according to a second, selectable priority criterion.

5. The method of claim 1 wherein said at least a first selectable priority criterion includes a range of length of time during which each of said call records of said connected calls has been in said hold queue.

6. The method of claim 1 wherein said at least a first selectable priority criterion includes a detected predetermined event.

7. The method of claim 1 wherein said detected predetermined event includes the state of a hold message being played.

8. The method of claim 1 wherein said detected predetermined event includes a response from a customer on a connected call.

9. The method of claim 1 wherein the steps of assigning each and every call in said hold queue in each of said plurality of predetermined priority categories includes sequentially assigning each of said connected calls in each of said plurality of predetermined priority categories in a predetermined order according to said predetermined type of hold queue.

10. The method of claim 9 wherein said predetermined type of hold queue includes a First In First Out hold queue;

and

wherein said steps of sequentially assigning calls in said predetermined order include sequentially assigning each of said connected calls in each of said plurality of predetermined priority categories beginning with the connected call which has been in said hold queue the longest period of time within each predetermined priority category.

11. The method of claim 8 wherein said predetermined type of hold queue includes a Last In First Out hold queue;

and

wherein said steps of sequentially assigning calls in said predetermined order include sequentially assigning each of said connected calls in each of said plurality of predetermined priority categories in said hold queue beginning with the connected call which has been in said hold queue the shortest period of time within each predetermined priority category.

12. The method of claim 1 wherein the step of determining the availability of an operator includes monitoring an operator terminal for a predetermined signal.

13. A system for managing calls on hold and connected to an automated telephone system comprising:

means for receiving a plurality of calls connected to said automated telephone system, and for providing a corresponding plurality of call records;

each of said call records including a first portion identifying the connected call, and a second call prioritizing portion including call prioritizing indicia from which call prioritizing may be accomplished;

a plurality of operator terminals, coupled to said means for receiving, for handling a corresponding plurality of connected calls;

one hold queue, coupled to said means for receiving, and including a plurality of memory locations in which a corresponding plurality of said call records may be inserted;

a hold queue prioritizer including;

means, responsive to at least a first selectable call priority criterion and to said call prioritizing indicia, for establishing a plurality of call priority categories by comparing said call prioritizing indicia of each call record with said at least a first selectable call priority criterion;

means, responsive to said means for establishing a plurality of call priority categories, for prioritizing each of said call records in said one hold queue into one of said plurality of established call priority categories; and

means, responsive to said prioritized call records, for sequentially retrieving call records stored in said one hold queue according to the plurality of established call priority categories;

means for detecting an available operator, and responsive to the detection of said available operator, for directing said hold queue prioritizer to;

(a) prioritize each of said call records presently in said one hold queue and to change, if required, the call priority category of each of said previously prioritized call records presently in said one hold queue, and

(a) retrieve a call record stored in said one hold queue according to the call priority of each of said prioritized call records presently in said hold queue; and

said means for detecting an available operator responsive to said retrieved call record, for assigning a connected call represented by said retrieved call record to said available operator according to said call priority categories, such that a connected call which is prioritized in a higher call priority category is assigned to said available operator before a connected call in a lower call priority category.

14. The system of claim 13 wherein said means for detecting an available operator directs said hold queue prioritizer to prioritize each of said call records presently in said one hold queue according to said at least a first selectable call priority criterion.

15. The system of claim 13 wherein said means for detecting an available operator directs said hold queue prioritizer to prioritize each of said call records presently in said one hold queue according to a second selectable call priority criterion.

16. The system of claim 15 wherein said means for detecting an available operator directs said hold queue prioritizer to prioritize each of said call records presently in said one hold queue according to at least one of said first and second selectable call priority criterion, and wherein at least one of said first and second selectable call priority criterion is determined dynamically by said hold queue prioritizer.