Method and apparatus for handling in-bound telemarketing calls
First Claim
1. A method of handling incoming calls to a service provider facility including a plurality of agent terminals, the method comprising the steps of:
- (a) routing an initial call from a caller dialing a number of the facility to an original agent at one of the agent terminals;
(b) storing for a predetermined time a caller identifier for the initial call and a corresponding agent identifier;
(c) identifying a subsequent call placed within the predetermined time by the caller having the stored caller identifier;
(d) determining if the original agent corresponding to the agent identifier is busy prior to routing the subsequent call to the original agent; and
(e) taking one of the following actions depending upon the determination of step (d);
(i) either routing the call to the original agent in accordance with the stored agent identifier if the original agent is not busy, or,(ii) prompting the caller to elect between waiting for the original agent or connection to any agent if the original agent is busy; and
further, if the caller is prompted to elect, also receiving a command from the caller in response to the prompt; and
directing the call in one of two ways in accordance with the command either to be processed as any other incoming call if the caller elects the connection to any agent or to a queue if the caller elects to wait for the original agent.
6 Assignments
0 Petitions
Accused Products
Abstract
A method and apparatus for handling incoming calls to a service provider facility having a number of agent terminals. The method includes the steps of routing an initial call to an original agent at one of the agent terminals; storing for a predetermined time a caller identifier for the initial call and a corresponding agent identifier; identifying a subsequent call placed within the predetermined time by a caller having the stored caller identifier; and routing the subsequent call to one of the agent terminals in accordance with the stored agent identifier. If the original agent corresponding to the stored agent identifier is busy, the caller may be prompted to elect between waiting in a queue for the original agent, or connection to any available agent. The caller identifier may be, for example, a Calling Line Identity (CLI), an Automatic Number Identification (ANI), a telephone number of a caller terminal, or a portion of a calling card number. The service provider facility may include, for example, a private branch exchange (PBX) equipped with an automatic call distributor (ACD).
-
Citations
15 Claims
-
1. A method of handling incoming calls to a service provider facility including a plurality of agent terminals, the method comprising the steps of:
-
(a) routing an initial call from a caller dialing a number of the facility to an original agent at one of the agent terminals; (b) storing for a predetermined time a caller identifier for the initial call and a corresponding agent identifier; (c) identifying a subsequent call placed within the predetermined time by the caller having the stored caller identifier; (d) determining if the original agent corresponding to the agent identifier is busy prior to routing the subsequent call to the original agent; and (e) taking one of the following actions depending upon the determination of step (d); (i) either routing the call to the original agent in accordance with the stored agent identifier if the original agent is not busy, or, (ii) prompting the caller to elect between waiting for the original agent or connection to any agent if the original agent is busy; and
further, if the caller is prompted to elect, also receiving a command from the caller in response to the prompt; and
directing the call in one of two ways in accordance with the command either to be processed as any other incoming call if the caller elects the connection to any agent or to a queue if the caller elects to wait for the original agent. - View Dependent Claims (2, 3, 4, 5, 6, 7)
-
-
8. An apparatus for handling incoming calls to a service provider facility including a plurality of agent terminals, comprising:
-
means for routing an initial call from a caller dialing a number of the facility to an original agent at one of the agent terminals; means for storing for a predetermined time a caller identifier for the initial call and a corresponding agent identifier; means for identifying a subsequent call placed within the predetermined time by the caller having the stored caller identifier; means for routing the subsequent call to one of the agent terminals in accordance with the stored agent identifier; means for prompting the caller to elect between waiting for the original agent corresponding to the agent identifier or connection to any agent if the original agent is busy; means for receiving a command from the caller in response to the prompt; means for directing the call in accordance with the command; and a queue in which the subsequent call is placed if the caller elects to wait for the original agent. - View Dependent Claims (9, 10, 11, 12, 13, 14, 15)
-
Specification