Telecommunication system with inbound call responsive predictive outdialing system and method

• US 5,546,456 A
• Filed: 11/15/1995
• Issued: 08/13/1996
• Est. Priority Date: 08/02/1994
• Status: Expired due to Term

• Current Assignee: Firstpoint Contact Technologies, LLC (Alvaria Incorporated)
• Original Assignee: Rockwell International Corporation
• Inventors: McGourty, Bernard J., Vilsoet, Robert W.
• Primary Examiner(s): Hofsass, Jeffery
• Assistant Examiner(s): Dharia, Parag
• Application Number:
  US08/559,732
• Time in Patent Office: 272 Days
• Field of Search: 379/265, 379/266, 379/309, 379/214, 379/218, 379/216
• 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

Abstract

A telecommunication system (10) having an automatic call distributor (12) with a multiport switch (14) controlled by a central control processing unit (16) in conjunction with a main memory (18) and in which the automatic call distributor (12) is coupled with an external telephonic network (26) having external telephonic units (22) for automatically distributing outdialed calls answered at the external units (22) to an agent telephonic unit (20) and for automatically distributing inbound calls received at the multiport switch (14) for the external units (22) to the agent telephonic unit (20), the automatic call distributor (12) is coupled with a tandem computer (34) which determines the pacing of outdialed calls by coordinating the number of outdial calls made with the number of inbound calls received to reduce the average incoming call waiting time due to excessive distribution of outdialed calls to the agent telephonic unit.

Claims

1. A telecommunication system having an automatic call distributor with a multiport switch controlled by a central control processing unit, said automatic call distributor coupled with an external telephonic network of external telephonic units comprising:

means for designating selected agent telephonic units for combined inbound and outdialed operation;

means for automatically distributing both outdialed calls and inbound calls to each of the agent telephonic units selected for combined inbound and outdialed operation including

means for automatically distributing outdialed calls to each of said selected agent telephonic units coupled with the call distributor, and

means for automatically distributing inbound calls to each of said selected agent telephonic units; and

means for coordinating the outdial call distributing means with the inbound call distributing means to reduce average incoming call waiting time due to excessive distribution of outdialed calls to the selected agent telephonic units including

means for monitoring the number of inbound calls received by the call distributor and distributed to the selected agent telephonic units and the number of outdialed calls initiated by the call distributor and distributed to the selected agent telephonic units,

means responsive to the monitoring means for calculating the rate of inbound calls of the selected agent telephonic units compared to the rate of outdialed calls of the selected agent telephonic units, and

means responsive to the calculating means to automatically control the rate of outdialed calls of the selected agent telephonic units compared to the rate of inbound calls distributed to the selected agent telephonic units.

2. The telecommunication system of claim 1 in which the coordinating means includes

means for determining an average delay in queue for both inbound and outdialed calls.

3. The telecommunication system of claim 1 in which the coordinating means includes

means for determining the average time per inbound call and per outdialed call connected with the agent telephonic unit.

4. The telecommunication system of claim 1 in which the coordinating means includes

means for determining a total number of inbound calls received at the automatic call distributor for a preselected time period, and

means for determining a total number of a plurality agent units in a queue receiving both inbound calls and outdial calls.

5. The telecommunication system of claim 1 including another computer coupled with the automatic call distributor for determining the pacing of outdial calls initiated from the automatic call distributor and received at the external telephonic units, and

means for transmitting to the other computer call connection information regarding the connection of both inbound calls and outdialed calls received at the agent telephonic unit.

6. The telecommunication system of claim 1 including

means for placing in queue a pool of a plurality of agent telephonic units, and

means for establishing an upper limit value of a pacer limiter for a combined total number of both inbound calls and outdial calls concurrently connected to the pool of agent telephonic units including maintaining a limit for the number of outdial requests made during a preselected period of time.

7. The telecommunication system of claim 1 including

means for placing in queue a pool of a plurality of agent telephonic units, and

means for enabling all the plurality of agent telephonic units in the queue to receive both inbound calls and outdialed calls.

8. The telecommunication system of claim 1 including means for proportionately reducing the number of outdialed calls during a preselected time period by the ratio of the outdialed calls to total calls received and placed at the automatic call distributor during a prior preselected time period.

9. The telecommunication system of claim 1 including

means for distinguishing the receipt of an inbound call at the automatic call distributor from the initiation of an outdialed call placed from the call distributor, and

means for connecting the inbound call to the agent telephonic unit if the inbound call is received at the automatic call distributor prior to the initiation of the outdialed call by the automatic call distributor.

10. The telecommunication system of claim 1 including

a pool of a plurality of agent telephonic units, and in which

the coordinating means includes means for determining a rate of outdialed calls initiated by the automatic call distributor required to reduce the average call waiting time in queue, and

means responsive to the determining means for comparing the rate of outdialed calls required to reduce the average call waiting time with a total number of agent telephonic units in the pool required to be available to accept a plurality of inbound calls received at the call distributor during a preselected period of time.

11. In a telecommunication system having an automatic call distributor with a multiport switch controlled by a central control processing unit, said automatic call distributor coupled with an external telephonic network of external telephonic units, the improvement being a method of automatically distributing outdialed calls comprising the steps of:

designating selected agent telephonic units for combined inbound and outdialed operation;

automatically distributing both outdialed calls and inbound calls to each of the agent telephonic units selected for combined inbound and outdialed operation including

automatically distributing outdialed calls to each of said selected agent telephonic units coupled with the call distributor,

automatically distributing inbound calls to each of said selected agent telephonic units;

coordinating the distribution of outdialed calls with the distribution of inbound calls to reduce average incoming call waiting time due to excessive distribution of outdialed calls to the selected agent telephonic units;

monitoring the number of inbound calls received by the call distributor and distributed to the selected agent telephonic units and the number of outdialed calls initiated by the call distributor and distributed to the selected agent telephonic units;

.

calculating the rate of inbound calls of the selected agent telephonic units compared to the rate of outdialed calls of the selected agent telephonic units in response to the monitoring of the number of inbound calls and outdialed calls; and

automatically controlling the rate of outdialed calls compared to the rate of inbound calls distributed to the selected agent telephonic units in response to the calculation of the rate of inbound calls to outdialed calls.

12. The telecommunication system of claim 11 in which the step of coordinating includes the step of

determining an average delay in queue for both inbound and outdialed calls.

13. The telecommunication system of claim 11 in which the step of coordinating includes the step of

determining the average time per inbound call and per outdialed call connected with the agent telephonic unit.

14. The telecommunication system of claim 11 in which the step of coordinating includes the steps of

determining a total number of inbound calls received at the automatic call distributor for a preselected time period, and

determining a total number of a plurality agent units in a queue receiving both inbound calls and outdial calls.

15. The telecommunication system of claim 11 including another computer coupled with the automatic call distributor for determining the pacing of outdial calls initiated from the automatic call distributor and received at the external telephonic units, and including the step of

transmitting to the other computer call connection information regarding the connection of both inbound calls and outdialed calls received at the agent telephonic unit.

16. The telecommunication system of claim 11 including the steps of placing in queue a pool of a plurality of agent telephonic units, and

establishing an upper limit value of a pacer limiter for a combined total number of both inbound calls and outdial calls concurrently connected to the pool of the plurality of agent telephonic units by maintaining a limit for the number of outdial requests made during a preselected period of time.

17. The telecommunication system of claim 11 including the steps of placing in queue a pool of a plurality of agent telephonic units, and

enabling all the plurality of agent telephone units in the queue to receive both inbound calls and outdialed calls.

18. The telecommunication system of claim 11 including the step of proportionately reducing the number of outdialed calls during a preselected time period by the ratio of the outdialed calls to total calls received and placed at the automatic call distributor during a prior preselected time period.

19. The telecommunication system of claim 11 including the steps of distinguishing the receipt of an inbound call at the automatic call distributor from the initiation of an outdialed call placed from the call distributor, and

connecting the inbound call to the agent telephonic unit if the inbound call is received at the automatic call distributor prior to the initiation of the outdialed call by the automatic call distributor.

20. The telecommunication system of claim 11 including

a pool of a plurality of agent telephonic units, and in which

the step of coordinating includes the steps of determining a rate of outdialed calls initiated by the automatic call distributor required to reduce the average call waiting time in queue, and

comparing the determined rate of outdialed calls required to reduce the average call waiting time in queue with a total number of agent telephonic units in the pool required to be available to accept a plurality of inbound calls received at the call distributor during a preselected period of time.