Automatic call-work director

• US 6,081,592 A
• Filed: 08/04/1997
• Issued: 06/27/2000
• Est. Priority Date: 08/06/1996
• Status: Expired due to Term

• Current Assignee: CB Craft, LLC
• Original Assignee: Calvin W. Battle
• Inventors: Battle, Calvin W.
• Primary Examiner(s): Hong, Harry S.
• Application Number:
  US08/906,235
• Time in Patent Office: 1,058 Days
• Field of Search: 379/201, 379/214, 379/265, 379/266, 379/308, 379/309
• US Class Current: 379/309
• CPC Class Codes: H04M 2203/402 Agent or workforce management
• CPC Class Codes: H04M 3/523 with call distribution or queueing
• CPC Class Codes: H04M 3/5232 Call distribution algorithms
• CPC Class Codes: H04M 3/5233 Operator skill based call distribution
• CPC Class Codes: H04M 3/5235 Dependent on call type or called number [DNIS]
• CPC Class Codes: H04Q 2213/13072 Sequence circuits for call signaling, ACD systems
• CPC Class Codes: H04Q 2213/13091 CLI, identification of calling line
• CPC Class Codes: H04Q 2213/13103 Memory
• CPC Class Codes: H04Q 2213/13164 Traffic (registration, measurement,...)
• CPC Class Codes: H04Q 2213/13166 Fault prevention
• CPC Class Codes: H04Q 2213/13213 Counting, timing circuits
• CPC Class Codes: H04Q 2213/1322 PBX
• CPC Class Codes: H04Q 2213/1325 Priority service
• CPC Class Codes: H04Q 3/64 Distributing or queueing

Abstract

The capability of communications systems is improved in completing call requests. Using automatic methods, people with appropriate communications devices are made available to receive calls under terms that protect the people'"'"'s availability to do other work. An increase in the level of calls may be accommodated by automatically augmenting forces presently engaged in handling calls with a person from an adjunct work group who is normally engaged in tasks other than handling calls. When sufficient numbers of people in adjunct groups are available, no dedicated call-handling force is required. The regular work of people in these adjunct groups is interrupted to begin a period of handling calls under predetermined terms and conditions. Calls are then received until other terms and conditions for ending the period are satisfied. A preferential right to receive calls after the first call during the period of receiving calls may be specified. A priority feature is provided: calls determined to have a higher priority are afforded a higher probability of connecting immediately to a person. In selecting from among eligible groups or persons to interrupt, an algorithm provides relative measurements of the call-handling benefit provided from the interruption.

Claims

1. A system for recording, tracking, and enforcing predetermined terms for beginning and ending expected but unscheduled call-periods, during which new calls to the system are received by at least one communications device, thereby restricting the occurrence and extent of such periods, comprising:

(a) means for associating each communications device with a list containing at least one term for beginning and at least one term for ending a call-period;

(b) means for receiving a call to the system;

(c) means for identifying those communications devices that are presently in a call-period and not currently engaged in servicing a call to the system and for which none of the at least one ending term is satisfied;

(d) means, responsive to no communications device being identified by the identifying means, for evaluating the terms for beginning a call-period to determine which of the communications devices not presently in a call-period are allowed to start such a period;

(e) means for selecting from among those communications devices found by the evaluating means to be permitted to start a call-period; and

(f) means for coupling the call received by the receiving means to the communications device selected by the selecting means.

2. The system of claim 1 wherein the list associated with the associating means comprises:

(i) a beginning term requiring that the interval of time since the end of the last call-period or if later the end of the last call in existence that started in the last call-period shall be greater than a predetermined length; and

(ii) an ending term requiring that the call-period will end when the interval of time that has elapsed since the beginning of the call-period is equal to a predetermined length.

3. The system of claim 1 wherein the list associated with the associating means comprises:

(i) a beginning term requiring that the number of previous call-periods shall be less than a predetermined maximum number established for the current period of counting such periods; and

(ii) an ending term requiring that the call-period will end when the interval of time that has elapsed since the beginning of the call-period is equal to a predetermined length.

4. The system of claim 1 wherein the list associated with the associating means comprises:

(i) a beginning term requiring that the number of previous call-periods shall be less than a predetermined maximum number established for the current period of counting such periods; and

(ii) an ending term requiring that the call-period will end when the number of calls that have been received is equal to a predetermined goal, which itself may be greater than or equal to one.

5. The system of claim 1 wherein the list associated with the associating means comprises:

(i) a beginning term requiring that the interval of time since the end of the last call-period or if later the end of the last call in existence that started in the last call-period shall be greater than a predetermined length; and

(ii) an ending term requiring that the call-period will end when the number of calls that have been received is equal to a predetermined goal, which itself may be greater than or equal to one.

6. The system of claim 1 wherein the list associated with the selecting means is created by:

(i) means for determining for each such communications device the ending point in time of the current commitment to engage in call-periods;

(ii) means for estimating the typical length of a full call-period that does not end due to reaching an ending point in time of a commitment to engage in call-periods;

(iii) means for making a projection for each such communications device of future full call-periods in an interval from the ending point determined in (i) to the current time by proceeding backwards from the ending point and filling this interval starting with a segment which is the typical length of a full call-period as estimated by the estimating means and adding other such segments all separated by segments which are the minimum length permitted by the device'"'"'s beginning terms; and

(iv) means for selecting the communications device which in its projection, made by the making means, looking forward from the present time has the least time remaining before the first segment representing the typical length of a full call-period.

9. The system of claim 1 wherein the identifying means further comprises:

means for associating a commitment segment with each communications device whereby the commitment segment comprises a time period during which the beginning terms may be evaluated by the evaluating means and wherein the at least one ending term is satisfied immediately after the end of the commitment segment is reached.

7. A system for recording, tracking, and enforcing predetermined terms for beginning and ending expected but unscheduled call-periods, during which new calls to the system are received by at least one communications device, and wherein such terms restrict the occurrence and extent of the call-periods and also may grant preferential rights to receive incoming calls during such periods, comprising:

(a) means for associating a communications device with a list containing at least one term for beginning and at least one term for ending a call-period, and with a preference indicator which if TRUE grants the communications device a claim to be first to receive an incoming call to the system when in a call-period;

(b) means for receiving a call to the system;

(c) means for identifying those communications devices that are presently in a call-period and not currently engaged in servicing a call and for which none of the at least one ending term is satisfied;

(d) means for selecting from among those communications devices identified by the identifying means by first selecting from among such devices with a preference indicator indicating TRUE; and

(e) means for coupling the call received by the receiving means to the communications device selected by the selecting means.

8. A system for recording, tracking and enforcing predetermined terms for beginning and ending expected but unscheduled call-periods, during which new calls to the system are received by at least one communications device, thereby restricting the occurrence and extent of such periods, comprising:

(a) means for associating a communications device with a list containing at least one term for beginning and at least one for ending a call-period;

(b) means for receiving a call to the system;

(c) means for identifying those communications devices that are presently in a call-period and not currently engaged in servicing a call and for which none of the at least one ending term is satisfied;

(d) means, responsive to no communications device being identified by the identifying means, for assigning a priority to the received call reflecting the call'"'"'s urgency;

(e) means, responsive to no communications device being identified by the identifying means, for modifying the beginning terms in a predetermined way based on the priority of the received call so that as the priority of the received call indicates a higher urgency the restrictions to beginning a call-period imposed by the beginning terms are reduced;

(f) means, responsive to no communications device being identified by the identifying means, for evaluating the beginning terms after they are modified by the modifying means to determine which of the communications devices not presently in a call-period are allowed to start such a period;

(g) means for selecting from among those communications devices found by the evaluating means to be permitted to start a call-period; and

(h) means for coupling the call received by the receiving means to the communications device selected by the selecting means.

10. A process for recording, tracking, and enforcing predetermined terms for beginning and ending expected but unscheduled call-periods, during which new calls are received by at least one communications device, thereby restricting the occurrence and extent of such periods, comprising the steps of:

(a) associating each communications device with a list containing at least one term for beginning and at least one term for ending a call-period;

(b) receiving a call;

(c) identifying those communications devices that are presently in a call-period and not currently engaged in servicing a call and for which none of the at least one ending term is satisfied;

(d) responsive to no communications device being identified in step (c), evaluating the terms for beginning a call-period to determine which of the communications devices not presently in a call-period are allowed to start such a period;

(e) selecting from among those communications devices found by the evaluating means to be permitted to start a call-period; and

(f) coupling the received call to the communications device selected in step (e).

11. The process of claim 10 wherein selecting occurs by performing the steps of:

(i) determining for each such communications device the ending point in time of the current commitment to engage in call-periods;

(ii) estimating the typical length of a full call-period that does not end due to reaching an ending point in time of a commitment to engage in call-periods;

(iii) making a projection for each such communications device of future full call-periods in an interval from the ending point determined in step (i) to the current time by proceeding backwards from the ending point and filling this interval starting with a segment which is the typical length of a full call-period as estimated in step (ii) and adding other such segments all separated by segments which are the minimum length permitted by the device'"'"'s beginning terms; and

(iv) selecting the communications device which in its projection, made in step (iii), looking forward from the present time has the least time remaining before the first segment representing the typical length of a full call-period.

12. A process for recording, tracking, and enforcing predetermined terms for beginning and ending expected but unscheduled call-periods, during which new calls are received by at least one communications device, and wherein such terms restrict the occurrence and extent of the call-periods and also may grant preferential rights to receive incoming calls during such periods, comprising the steps of:

(a) associating each communications device with a list containing at least one term for beginning and at least one term for ending a call-period, and with a preference indicator which if TRUE grants the communications device a claim to be first to receive an incoming call to the system when in a call-period;

(b) receiving a call;

(c) identifying those communications devices that are presently in a call-period and not currently engaged in servicing a call and for which none of the ending terms are satisfied;

(d) selecting from among those communications devices identified in step (c) by first selecting from among such devices with a preference indicator indicating TRUE; and

(e) coupling the received call to the communications device selected in step (d).

13. A process for recording, tracking, and enforcing predetermined terms for beginning and ending expected but unscheduled call-periods, during which new calls are received by at least one communications device, thereby restricting the occurrence and extent of such periods, comprising the steps of:

(a) associating a communications device with a list containing at least one term for beginning and at least one term for ending a call-period;

(b) receiving a call;

(c) identifying those communications devices that are presently in a call-period and not currently engaged in servicing a call and for which none of the at least one ending term is satisfied;

(d) responsive to no communications device being identified in step (c), assigning a priority to the received call reflecting the call'"'"'s urgency;

(e) responsive to no communications device being identified in step (c), modifying the beginning terms in a predetermined way based on the priority of the call determined in step (d) so that as the priority of the call indicates a higher urgency the restrictions to beginning a call-period imposed by the beginning terms are reduced;

(f) responsive to no communications device being identified in step (c), evaluating the beginning terms after they are modified by step (e) to determine which of the communications devices not presently in a call-period are allowed to start such a period;

(g) selecting from among those communications devices found in step (f) to be permitted to start a call-period; and

(h) coupling the received call to the communications device selected in step (g).