Customer queuing arrangement

• US 5,867,572 A
• Filed: 02/20/1996
• Issued: 02/02/1999
• Est. Priority Date: 10/17/1995
• Status: Expired due to Term

• Current Assignee: British Telecommunications PLC (BT Group PLC)
• Original Assignee: British Telecommunications PLC (BT Group PLC)
• Inventors: MacDonald, Paul, Akester, Richard John
• Primary Examiner(s): Tsang, Fan S.
• Application Number:
  US08/603,104
• Time in Patent Office: 1,078 Days
• Field of Search: 379/266, 379/309
• US Class Current: 379/266.06
• CPC Class Codes: H04M 3/36 Statistical metering, e.g. recording occasions when traffic exceeds capacity of trunks
• CPC Class Codes: H04M 3/487 Arrangements for providing information services, e.g. recorded voice services or time announcements
• CPC Class Codes: H04M 3/523 with call distribution or queueing
• CPC Class Codes: H04M 3/5238 with waiting time or load prediction arrangements

Abstract

A customer queuing system receives telephone calls on one port of a switching system for handling by servers attached to output ports of the switching system. The queuing system estimates the waiting time which may be expected by each customer arriving at an input port and utilizes a voice announcement system to inform callers during the queue of the estimated waiting period prior to connection to one of the servers.

Claims

1. A call queuing system comprising:

switch means having a plurality of input ports for connection to incoming telephone lines and a plurality of primary output ports for connection to telephone handling servers,

control means responsive to calls on the input ports to selectively effect connections through the switch means to one of the output ports,

the control means also being arranged to determine which, if any, of the output ports is not currently connected to an input port and to effect connections sequentially to the output ports,

the switch means further having at least one secondary output port to which calls arriving at the input ports are switched if none of the primary output ports are available,

said secondary output port(s) being connected to an announcement system arranged to transmit a message to calling but unanswered customers;

the control means allocating each unanswered customer to the next position in a queue, calculating an approximate time for which the customer may be expected to wait prior to connection to a telephone handling server and causing voice announcement means to transmit the calculated time to the customer;

the control means calculating an approximate time from service data defining the average service time for each of a multiplicity of previously connected calls, server data defining the number of servers currently in operation and the number of customers in the queue ahead of the customer currently connected to the voice announcement means;

wherein each time a call is connected to the voice announcement means, the control means causes data defining the calculated waiting time to be stored together with the actual time of connection and upon connection of such call to a telephone handling server determines the difference, between the calculated waiting time and the actual waiting time such that a weighting factor maybe applied in subsequent call waiting time calculations.

2. The call queuing system as claimed in claim 1, wherein said service data defines the average service time for each of a plurality of different servers connected to said secondary output ports and said server data further defining actual servers currently in operation.

3. The call queuing system as claimed in claim 1, wherein each input port is allocated to one of a plurality of telephone numbers, said telephone numbers being indicative of a respective service category selected by calling customers, the service data for each category being stored such that in calculating the waiting time for a designated customer, the control means determines the number of queuing customers ahead of a designated customer in each category together with the service data for the respective category, and the number of active servers, to determine the calculated waiting time.

4. The call queuing system as in claim 1, wherein said control means causes each customer in said queue to be connected in turn to one of said secondary output ports and on each such connection of said customer, said control means recalculates the respective waiting time to be announced, said customers being reconnected to said secondary output port on occurrence of at least one of the following events:

expiry of a predetermined period of time since connection of said calling customer to said secondary output port;

one or more preceding customers in said queue being connected to a primary output port;

one or more primary output ports being activated;

one or more primary ports being deactivated; and

one or more customers leaving said queue by disconnection.

5. A method of estimating waiting time for a caller in a queue of callers waiting for service from a server in a pool of servers, said method comprising the steps of;

determining a position of each caller in a queue of callers;

determining an average time for a server to serve a caller;

determining, for each active server, an anticipated time at which each said active server will become available to serve a caller; and

estimating the waiting time for each caller in the queue based on the position of each caller in the queue, the average time for a server to serve a caller, the number of active servers, and the anticipated time at which each active server will become available.

6. The method of claim 5, wherein the step of determining an anticipated time at which each active server will become available is based on a start time at which each active server was last connected to a caller.

7. The method of claim 5, wherein the anticipated time at which each active server will become available is based on historical data of each active server.

8. The method of claim 5, comprising:

determining a category of service for each caller in the queue of callers; and

determining an average time for a server to serve a caller based on the category of service for said caller.

9. The method of claim 5, further comprising the steps of:

determining a weighting factor based on a difference between the estimated waiting time and an actual waiting time; and

applying said waiting factor to subsequent estimated waiting times.

10. The method of claim 9, wherein the step of determining a weighting factor includes dynamically adjusting the weighting factor based on a difference between a sum of previous estimated waiting times and a sum of previous actual waiting times.

11. The method of claim 5, further comprising the step of:

connecting the callers in the queue for whom waiting times have been estimated to a voice announcement system, said voice announcement system announcing the estimated waiting times to said callers.

12. The method of claim 11, further comprising the step of:

reconnecting callers in the queue to the voice announcement system; and

re-estimating the waiting time for callers in the queue upon the occurrence of a predetermined event, said predetermined event being at least one of the group of events comprising;

expiration of a predetermined period of time since connection of a caller to the voice announcement system, connection of one or more preceding callers in the queue to a server, and a change in the number of active servers.

13. A call queuing system, comprising:

a switch, said switch including a plurality of input ports for connection to incoming telephone lines and a plurality of output ports for connection to telephone servers;

a controller responsive to calls on said input ports, said controller selectively effecting connections between said input ports and said output ports through said switch, said controller further being arranged to determine which of said output ports is not connected to an input port and to effect connections sequentially to said output ports;

said switch further comprising at least one secondary output port to which calls arriving as said input ports are switched if no primary output ports are available;

an announcement system connected to said secondary output port, said announcement system being arranged to transmit a message to calls that are switched to said secondary output port;

said controller allocating each call connected to said secondary port to a position in a queue and calculating an estimated waiting time for which each call in said queue may be expected to wait prior to connection to a server, and causing said announcement system to transmit the respective estimated waiting time to each call in the queue;

wherein said estimated waiting times are based on an average service time for each of a plurality of previously connected calls, server data defining the number of servers in operation, the number of calls in the queue ahead of the calls currently connected to the announcement system and an anticipated time at which an active server will become available to service a call.

14. The call queuing system of claim 13, wherein said server data further comprises:

an average service time for each of a plurality of servers currently in operation.

15. The call queuing system of claim 14, wherein said controller compares an actual waiting time for a given call to the estimated waiting time for said given call to determine a weighting factor that may be applied to subsequent estimated waiting times.

16. The call queuing system of claim 15, wherein said weighting factor is a difference between a sum of all previous actual waiting times and a sum of all previous estimated waiting times.

17. The call queuing system of claim 13, wherein each input port is allocated to one of a plurality of telephone numbers, said telephone numbers being indicative of a category of service selected by a caller, service data for each category being stored, said service data including an average service time for each of a plurality of previously connected calls in each category, and the controller calculating estimated waiting time for each caller in each category based on the service data for each respective category, the number of active servers, the number of callers ahead of the call currently connected to the announcement system in a given category and an anticipated time at which an active server in the given category will become available to service a call.

18. The call queuing system of claim 13, wherein said controller determines a list of anticipated times at which each server will become free based on stored data defining a time at which each server was last connected to a call and service data defining an average length of time taken by each server to handle a connected call, the controller further correlating the position of each call in the queue with the list of anticipated times to determine the estimated waiting time.

19. The call queuing system of claim 13, wherein said controller causes each caller to whom a previous announcement has been made to be reconnected with said announcement system and re-estimates the waiting time for callers in the queue upon the occurrence of a predetermined event, said predetermined event being at least one of the group comprising:

expiration of a predetermined time period since connection of a call to the announcement system, connection of one or more preceding callers in the queue to a server, and a change in the number of active servers.

20. A method of estimating an approximate time for which a designated customer in a queue of customers connected through a telephone system may be required to wait for connection to a server comprising the steps of:

determining the number of customers in the queue ahead of the designated customer;

calculating an average handling time for each of a plurality of servers to handle a customer connection to provide a mean service time;

multiplying the number of customers by the mean service time and dividing by the number of active servers; and

determining a weighting factor from an originally estimated waiting time and an actual waiting time of at least one previously handled customer call; and

applying said weighting factor to each estimate of approximate waiting time.

21. The method as claimed in claim 20, wherein an approximate time period until one of said servers is expected to clear a preceding call is added to the waiting time prior to announcement of said waiting time to a customer.