Automatic call distribution system with signal generator and method

• US 6,546,097 B1
• Filed: 05/13/1999
• Issued: 04/08/2003
• Est. Priority Date: 05/13/1999
• Status: Expired due to Term

• Current Assignee: Firstpoint Contact Technologies, LLC (Alvaria Incorporated)
• Original Assignee: Rockwell Electronic Commerce Corporation (Rockwell International Corporation)
• Inventors: Peltz, Marshall
• Primary Examiner(s): Matar, Ahmad F.
• Assistant Examiner(s): AL AUBAIDI, RASHA S
• Application Number:
  US09/311,614
• Time in Patent Office: 1,426 Days
• Field of Search: 379/265.7, 379/266.8, 379/72, 379/80, 379/87, 379/88.2, 379/88.22, 379/88.01
• US Class Current: 379/265.07
• CPC Class Codes: H04M 3/5158 in combination with automated outdialling systems devices for signalling identity of wanted subscriber H04M1/26

Abstract

An automatic call distribution system and method for using same including an automatic call distributor, an answer detector and an introductory signal generator which generates introductory signals to be sent towards a called party while the answer detector employed by the automatic call distribution center is monitoring for the presence of the called party. When a call that is dialed to the called party by the automatic call distribution system is answered by an external telephonic unit of the called party, the automatic call distribution system couples an answer detector to the call. The answer detector of the automatic call distribution system monitors the call for the presence of the called party while concomitantly sending a generated and coupled introductory signal towards the called party to be heard by the called party. Preferably, the generated introductory signal simulates background noise. When the called party makes a response, the answer detector then detects the presence of the called party for the purpose of routing the call.

Claims

1. In an automatic call distribution system comprising an answer detector, a method of increasing a probability that a called party will stay on a line in response to a call placed by the automatic call distribution system, the method comprising the steps of:

(a) waiting for a call connection;

(b) coupling the answer detector to the call connection;

(c) provoking the called party to make an oral response by coupling a generated introductory signal of simulated room background noise that is commonly heard by a party to a conversation through another party'"'"'s telephone to the call connection; and

(d) monitoring for the presence of the called party while concomitantly sending the generated introductory signal from the automatic call distributor towards the called party.

2. The method of claim 1 where the generated introductory signal is configured to simulate background noise.

3. The method of claim 2 where the generated introductory signal is transmitted over a voice path.

4. The method of claim 2 where the generated introductory signal is generated by a pseudo-random noise generator.

5. The method of claim 2 where the generated introductory signal is generated by reproduction of a recorded signal.

6. The method of claim 2 comprising the additional step of dialing the called party.

7. The method of claim 2 where the answer detector is configured to monitor the called party for voice characteristic energy.

8. An automatic call distribution system which is configured to send a generated introductory signal to a called party concomitant with an operation of an answer detector system, the method comprising:

(a) an automatic call distributor;

(b) an answer detector coupled to the automatic call distributor; and

(c) an introductory signal generator coupled to the automatic call distributor which is configured to provoke the called party into making an oral response by generating an introductory signal of simulated room background noise that is commonly heard by a party to a conversation through another party'"'"'s telephone to be sent towards the called party concomitant with the operation of the answer detection system.

9. The automatic call distribution system of claim 8 where the introductory signal generator is configured to generate an introductory signal that simulates background noise.

10. The automatic call distribution system of claim 9 further comprising a dialer.

11. The automatic call distribution system of claim 9 further comprising a host computer system which is coupled to the automatic call distributor and which controls a flow of outdialed calls.

12. The automatic call distribution system of claim 9 where the introductory signal generator comprises a pseudo-random noise generator.

13. The automatic call distribution system of claim 9 where the introductory signal generator comprises a recorded signal reproducer.

14. The automatic call distribution system of claim 9 where the answer detector comprises a detector of voice characteristic energy of the called party.

15. An automatic call distribution system which is configured to send generated introductory signals towards a called party concomitant with a means for answer detecting, the automatic call distribution system comprising:

(a) means for waiting for a call connection;

(b) means for answer detecting;

(c) means for coupling the means for answer detecting to the call connection;

(d) means for generating an introductory signal to provoke the called party into making an oral response by simulating room background noise that is commonly heard by a party to a conversation through another party'"'"'s telephone;

(e) means for coupling the generated introductory signal to the call connection; and

(f) means for monitoring for the presence of the called party while concomitantly sending the generated introductory signal towards the called party.

16. The automatic call distribution system of claim 15, further comprising means for dialing.

17. The automatic call distribution system of claim 15, where the means for generating an introductory signal comprises means for generating an introductory signal which simulates background noise.

18. The automatic call distribution system of claim 17, where the means for generating an introductory signal comprises means for pseudo-random noise generation.

19. The automatic call distribution system of claim 17, where the means for generating an introductory signal comprises means for reproducing a recorded signal.

20. The automatic call distribution system of claim 17, where the means for monitoring the presence of the called party while concomitantly sending the generated introductory signal towards the called party comprises means for transmitting the generated introductory signal over a voice path.

21. The automatic call distribution system of claim 17, where the means for answer detecting comprises means for detecting voice characteristic energy of the called party.