Dynamically adjustable call pacing system

• US 5,295,184 A
• Filed: 05/30/1991
• Issued: 03/15/1994
• Est. Priority Date: 05/30/1991
• Status: Expired due to Term

• Current Assignee: Aspect Software Incorporated
• Original Assignee: Davox Corporation (Aspect Software Incorporated)
• Inventors: Kneipp, Frederick P., Smith, B. Scott, Pearson, Gerry L.
• Primary Examiner(s): BROWN, THOMAS
• Application Number:
  US07/708,050
• Time in Patent Office: 1,020 Days
• Field of Search: 379/216, 379/92, 379/266, 379/265, 379/309, 379/67, 379/88, 379/69, 379/386, 379/218
• US Class Current: 379/216.01
• 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: Y10S 379/904 Auto-calling

Abstract

A dynamically adjustable call pacing system computes the average time a call spends on hold. An Average Hold Time is computed and dynamically updated by monitoring the number of current calls on hold and the amount of time by which current calls on hold exceed the average time on hold. Before adjusting the line activation time which controls the frequency at which idle telephone lines are released to a call initiator, the call pacing system determines the sum of the adjustments which have been previously made to the line activation time, and uses this sum to minimize large fluctuations in Average Hold Times.

Claims

1. A dynamically adjustable call pacing system, for regulating the frequency at which idle telephone lines are coupled to a telephone call initiator of an automated telephone system, comprising:

a telephone call initiator, to which is sequentially coupled idle telephone lines, for initiating a telephone call over each of said idle telephone lines, and for providing a plurality of connected calls requiring operator assistance, each of said connected calls including a corresponding connected call record;

telephone line gating means, responsive to a selectable frequency adjustment signal, for coupling idle telephone lines to said telephone call initiator at a selectably adjustable frequency;

a connected call hold queue, coupled to said telephone call initiator, for storing a plurality of connected call records, each of said connected call records including indicia identifying a corresponding connected call, and providing an indication of how long said connected call record has been stored in said hold queue; and

a call pacer, responsive to said connected call hold queue call record indication of how long each of said corresponding call records has been stored in said hold queue, to historical on hold time data, to excess on hold time data, and to at least one previous telephone line gating means selectable frequency adjustment, for determining a current Average Hold Time, and responsive to said current Average Hold Time and to a goal Average Hold Time, for providing an adjustment to the selectably adjustable frequency at which said idle telephone lines are coupled to said telephone call initiator by said telephone line gating means.

2. The system of claim 1 wherein said telephone call initiator includes call dialer means.

3. The system of claim 2 wherein said call dialer means is responsive to a source of selected telephone numbers.

4. The system of claim 1 further including means for detecting an answered call.

5. The system of claim 1 further including a plurality of operators, any one of said plurality of operators for answering a connected call.

6. The system of claim 5 further including means for determining the availability of fan operator to answer a connected call.

7. The system of claim 1 further including means, responsive to said call record indicia providing an indication of how long the corresponding call record has been stored in said hold queue, for selectively connecting calls on hold to an available operator according to predetermined priority criteria.

8. The system of claim 7 wherein said hold queue is prioritized into a plurality of priority categories according to said predetermined priority criteria.

9. The system of claim 1 wherein said call pacer determines said current Average Hold Time after first determining the current number of connected calls and the total accumulated times of the current connected calls exceeding a previously determined On Hold Time Average.

10. The system of claim 1 wherein said call pacer determines said Average Hold Time according to the formula:

##EQU1## where AHT=Average Hold Time,

Tot holds=The total number of connected calls in a number on hold register which were actually placed on hold,

POH Size=The number of entries in the on hold register,

Tot time=The total time during which all of the connected calls waited on hold as determined from a hold time register,

Ht size=The number of entries in the hold time register,

Tot xcess=The total time in excess of an On Hold Time Average, of all the currently connected calls which have been on hold longer than the On Hold Time Average, and

Xcess size=The current number of connected calls which have been on hold longer than the On Hold Time Average.

11. The system of claim 1 wherein said call pacer establishes a line activation time value, for regulating the selectably adjustable frequency at which said idle telephone lines are coupled to said telephone call initiator;

and

wherein at the expiration of said line activation time value, said telephone line gate means couples an idle telephone line to said telephone call initiator.

12. The system of claim 11 wherein said call pacer calculates an adjustment to the line activation line value upon the expiration of a previous line activation time.

13. The system of claim 12 wherein a new line activation time value equals a previous line activation time value plus said line activation time value adjustment.

14. The system of claim 13 wherein said line activation time value adjustment is calculated according to the formula:

##EQU2## where DELTA LAT=the adjustment value to be added to the current line activation time value;

AHT=the Average Hold Time of a connected call;

GAHT=the automated telephone system goal Average Hold Time;

NUMOPS=the number of operators currently servicing the automated telephone system;

X=a scaling factor; and

DELTA SUM=the total of N previously computed Delta LAT values.

15. A dynamically adjustable call pacing system, for regulating the frequency at which idle telephone lines are coupled to a telephone call initiator of an automated telephone system, comprising:

a telephone call initiator including call dialer means, to which is sequentially coupled idle telephone lines at a selectable frequency, and responsive to a source of selected telephone numbers, for selectively initiating a telephone call over said sequentially coupled idle telephone lines, and for providing a plurality of connected calls requiring operator assistance;

means for detecting a connected call;

means for determining the availability of an operator to answer a connected call;

a connected call hold queue, for storing a plurality of connected call records, each of said connected call records including indicia identifying a corresponding connected call, and providing an indication of how long said connected call record has been stored in said hold queue; and

a call pacer, for determining the Average Hold Time that a call record remains stored in said hold queue, and responsive to said Average Hold Time and to a goal Average Hold Time, for regulating the selectable frequency at which said idle telephone lines are coupled to said telephone call initiator, and wherein said call pacer determines said Average Hold Time according to the formula;

##EQU3## where AHT=Average Hold Time,

Tot holds=The total number of connected calls in a number on hold register which were actually placed on hold,

POH=the size of the number on hold register,

Tot time=The total time during which all of the connected calls waited on hold as determined from a hold time register,

Tot xcess=The total time over the Average hold Time, of all the currently connected calls which have been on hold longer than a previously computed Average Hold Time,, and

Xcess size=The current number of connected calls which have been on hold longer than the previously computed Average Hold Time.

16. A dynamically adjustable call pacing system, for regulating the frequency at which idle telephone lines are coupled to a telephone call initiator of an automated telephone system, comprising:

a telephone call initiator, to which is sequentially coupled idle telephone lines, for initiating a telephone call over each of said idle telephone lines, and for providing a plurality of connected calls requiring operator assistance, each of said connected calls including a corresponding connected call record;

telephone line gating means, responsive to a line activation time value, for coupling idle telephone lines to said telephone call initiator at a selectably adjustable frequency;

a connected call hold queue, coupled to said telephone call initiator, for storing a plurality of connected call records, each of said connected call records including indicia identifying a corresponding connected call, and providing an indication of how long said connected call record has been stored in said hold queue; and

a call pacer, responsive to said hold queue call record indication of how long each of said corresponding call records has been stored in said hold queue, to historical on hold time data, to excess on hold time data, and to at least one previous line activation time value (LAT) adjustment, for determining a current Average Hold Time, and responsive to said current Average Hold Time and to a goal Average Hold Time, for providing an adjustment to the line activation time value at the expiration of which said idle telephone lines are coupled to said telephone call initiator by said telephone line gating means, wherein said line activation time value adjustment is calculated according to the formula;

##EQU4## where DELTA LAT=the adjustment value to be added to the current line LAT value;

AHT=the Average Hold Time of a connected call;

GAHT=the automated telephone system goal Average Hold Time;

NUMOPS=the number of operators currently servicing the automated telephone system;

X=a scaling factor; and

DELTA SUM=the total of N previously computed Delta LAT values.