×

Integrated intelligent call blending

  • US 5,467,391 A
  • Filed: 07/14/1994
  • Issued: 11/14/1995
  • Est. Priority Date: 10/21/1992
  • Status: Expired due to Term
First Claim
Patent Images

1. A system for simultaneously maximizing productivity and call servicing quality by sharing pools of agents handling inbound and outbound telephone calls on a telephone exchange, each agent having a communication device, the system comprising:

  • a plurality of trunk lines coupled to the telephone exchange and designated as dedicated inbound communication lines solely to receive inbound telephone calls;

    a plurality of trunk lines coupled to the telephone exchange and designated as dedicated outbound communication lines solely to place outbound telephone calls;

    a stand-alone automatic call distributor coupled to said dedicated inbound communication lines to receive inbound telephone calls from the telephone exchange and couple the inbound telephone calls to the communication devices of the agent pool containing a plurality of inbound agents and containing at least one blend agent, said blend agent being designated to service both inbound and outbound telephone calls as needed;

    a stand-alone outbound dialer coupled to said dedicated outbound communication lines to automatically place outbound telephone calls for a plurality of agents in the agent pool designated as outbound agents and for said blend agent when servicing outbound telephone calls;

    an analyzer to analyze inbound telephone calls, to determine a response indicator indicative of a level of service quality, and to determine agent productivity;

    acquisition means for acquiring control of the communication device of said blend agent to service an outbound telephone call if said response indicator indicates that said level of service quality exceeds a predetermined service quality goal and said productivity is less than a predetermined productivity goal, said acquisition means using said outbound dialer to place an acquisition telephone call through said automatic call distributor to acquire control of the communication device of said blend agent to couple the communication device of said acquired blend agent to one of said dedicated outbound communication lines via said automatic call distributor and said outbound dialer to service said outbound telephone call; and

    releasing means for releasing control of the communication device of said acquired blend agent if said response indicator indicates that said level of service quality is less than said predetermined service quality goal, said releasing means terminating said acquisition telephone call, whereby the communication device of said acquired blend agent is selectively acquired for and released from outbound telephone call servicing by establishing and terminating said acquisition telephone call using said outbound dialer and said automatic call distributor.

View all claims
  • 11 Assignments
Timeline View
Assignment View
    ×
    ×