Intelligent virtual queue
First Claim
1. A queue system for a telephony call center, comprising:
- a queue sequencing virtual calls, wherein each virtual call is associated with an original caller;
a database storing call-back numbers for callers for whom virtual calls are entered, the call-back numbers associated with a key tagged to the virtual call;
a router for selecting an agent for each virtual call; and
an outdialer placing calls originated at or near the time a virtual call reaches the head of the queue from the call center to original callers for which virtual calls are originated;
wherein when the virtual call is near the head of queue the key tagged to the virtual call is used to retrieve the telephone number from the database to be used for call-back, the call is placed by the outdialer, and when answered by the original caller, is connected to the agent selected.
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Accused Products
Abstract
A call queueing system for a call center establishes virtual calls for callers, and allows the callers to disconnect and await a later callback when the virtual call is routed to an agent. Callers are connected to an IVR and informed that they may disconnect and await the callback. An IVR may also be used when the callback is made, informing the caller of the nature of the new call, and that they are now being connected to an agent. In some instances virtual calls may be sequenced in the same queue with real calls. The virtual call system may be initiated in a call center by exceeding load threshold, at particular time frames, and the like. A key is associated with each virtual call in a manner that the origination number of the call for whom the virtual call is entered may be retrieved when the call is routed to an agent. The system is adapted to work with all intelligent routing systems.
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Citations
20 Claims
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1. A queue system for a telephony call center, comprising:
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a queue sequencing virtual calls, wherein each virtual call is associated with an original caller;
a database storing call-back numbers for callers for whom virtual calls are entered, the call-back numbers associated with a key tagged to the virtual call;
a router for selecting an agent for each virtual call; and
an outdialer placing calls originated at or near the time a virtual call reaches the head of the queue from the call center to original callers for which virtual calls are originated;
wherein when the virtual call is near the head of queue the key tagged to the virtual call is used to retrieve the telephone number from the database to be used for call-back, the call is placed by the outdialer, and when answered by the original caller, is connected to the agent selected. - View Dependent Claims (2, 3, 4, 5, 6, 7)
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8. A Computer-Telephony Integrated (CTI) call center, comprising:
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a switching apparatus connected to a network by a trunk line, to a number of telephones at agent stations by low-bandwidth ports, and to a CTI processor by a CTI link;
a call queue implemented in the switching apparatus;
a virtual call originator informing a caller that the caller may disconnect without losing place in queue, and to originate a virtual call in queue associated with the original caller;
a database storing call-back numbers for callers for whom virtual calls are entered, the call-back numbers associated with a key tagged to the virtual call;
a router for selecting an agent for each virtual call as the virtual call reaches the head of the queue; and
an outdialer for placing calls at or near the time of agent selection, from the call center to original callers for which virtual calls are originated;
wherein when the virtual call is near the head of queue the key tagged to the virtual call is used to retrieve the telephone number from the database to be used for call-back the call is placed by the outdialer, and when answered by the original caller, is connected to the agent selected. - View Dependent Claims (9, 10, 11, 12, 13, 14)
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15. A method for routing calls, comprising steps of:
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(a) receiving a call from a client at a call center;
(b) informing the client he/she may disconnect and retain place-in-queue;
(c) entering a virtual call in queue in place of the disconnected call originally placed by the caller;
(d) associating a call-back number with a key tagged to the virtual call (e) sequencing the queue until the virtual call reaches the head of the queue;
(f) retrieving from a database the call-back number using the key associated with the virtual call;
(g) selecting an agent to deal with the original caller for which the virtual call was established;
(h) placing an outbound call to the original caller; and
(i) when the original caller answers the outbound call, connecting the caller to the agent selected. - View Dependent Claims (16, 17, 18, 19, 20)
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Specification