System and method for minimizing queue callback faults

• US 7,813,489 B2
• Filed: 06/30/2004
• Issued: 10/12/2010
• Est. Priority Date: 06/30/2004
• Status: Active Grant

• Current Assignee: Alvaria Cayman
• Original Assignee: Aspect Software Incorporated
• Inventors: Dezonno, Anthony J.
• Primary Examiner(s): PATEL, HEMANT SHANTILAL
• Application Number:
  US10/883,153
• Publication Number:
  US 20060002538A1
• Time in Patent Office: 2,295 Days
• Field of Search: 379/210.01, 379/88.04, 379/88.13, 379/88.17, 379/88.18, 379/201.01, 379/207.03, 379/212.01, 379/218.02, 37926501-26502, 379/265.11, 379/266.07, 379309-310, 370351-356, 455/414.1, 705 8- 9, 709201-203, 709227-229
• US Class Current: 379/210.01
• CPC Class Codes: H04M 3/42195 Arrangements for calling back a calling subscriber when the wanted subscriber ceases to be busy H04M3/48
• CPC Class Codes: H04M 3/5158 in combination with automated outdialling systems devices for signalling identity of wanted subscriber H04M1/26

Abstract

Queue callback systems and methods handle scheduled callbacks to requesters in the absence of resources by providing a pre-established message soliciting the establishment of an alternate callback. Non-callback options can also be presented to the respective requester. Agents can also be organized in a plurality of queues, each of a selected size, to more effectively use callback resources.

Claims

1. A callback process comprising:

receiving a plurality of callback requests from callback requesters and scheduling at least some of the requesters for respective scheduled callbacks at respective subsequent scheduled times selected by the callback requesters;

providing at least some callbacks to some of the scheduled callback requesters using a human agent;

initiating at the respective scheduled times at least some callbacks using a non-human communication to other scheduled callback requesters in response to determining that a human agent is not available at the scheduled time for the scheduled callbacks to the other scheduled callback requesters, the non-human communication offering the other scheduled callback requesters at least an opportunity to establish a subsequent rescheduled callback; and

storing received data for the rescheduled callback.

2. A process as in claim 1 which includes placing at least one of the callbacks in accordance with determined respective callback data via one of a human agent available to conduct the call, or a predetermined message soliciting the establishment of the subsequent rescheduled callback.

3. A process as in claim 1 which includes storing callback data for subsequent follow-up in the event that the rescheduled callback is not established.

4. A process as in claim 1 where the received data includes callback day and time information and wherein the schedule callbacks are placed in a callback queue for retrieval at the schedule time.

5. A process as in claim 1 which includes providing a plurality of human agent queue'"'"'s, at least some of which are evaluated in determining if an agent is available to take the callback.

6. A process as in claim 1 where a non-human agent is placed into communication with a respective callback requester to offer the opportunity of scheduling the rescheduled callback.

7. A process as in claim 6, including verbally responding to the respective callback requester and offering at least one of an explanation and apology for unavailability of the human agent.

8. A process as in claim 7 including recognizing requester feedback.

9. A process as in claim 8 including verbally providing at least one of bonuses and incentives to induce the requester to schedule the rescheduled callback.

10. A system comprising:

an automatic call distribution system; and

control software coupled to the distribution system to communicate via a non-human agent callback with a party that has previously requested and scheduled a callback at a scheduled time selected by the party, in response to determining an absence of availability at the scheduled time of a human agent for the scheduled callback the non-human agent callback offering the party at least an opportunity to establish a subsequent rescheduled callback.

11. A system as in claim 10 which includes at least one callback queue.

12. A system as in claim 11 where the software receives callback information from the queue.

13. A system as in claim 12 which includes a control computer coupled to the call distributor.

14. A system as in claim 13 where the control computer executes the control software and has access to the callback queue.

15. A system as in claim 11 which includes communications equipment, for a plurality of agents, coupled to the call distributor.

16. A system as in claim 15 which includes a voice response unit, coupled to the call distributor, for presenting an audible message to at least one party.

17. A system as in claim 16 where the voice response unit presents a plurality of options, verbally, to at least one party.

18. A system as in claim 11 where the software evaluates callback requests in the queue and responds to callback time information therein.

19. A system as in claim 18 where the software also responds to callback related date information.

20. A system as in claim 18 which includes a voice response unit, coupled to the call distributor, for presenting an audible message to at least one party including at least one of an explanation and an apology for unavailability of the human agent.

21. A system comprising:

call distribution software for coupling available human agents to parties who have previously made respective callback requests; and

control software coupled to the distribution software to communicate via a non-human agent callback with a party that has previously requested and scheduled a callback at a scheduled time selected by the party, the non-human callback initiated in response to determining an absence of availability at the scheduled time of a human agent for the scheduled callback the non-human agent callback offering the party at least an opportunity to establish a subsequent rescheduled callback.

22. A system as in claim 21 which includes software for maintenance of a callback queue.

23. A system as in claim 21 where the call distribution software includes additional software for placing a call to a respective party who has requested a callback.

24. A system as in claim 21 which includes software to determine that no human agent is available for the callback.

25. A system as in claim 24 which includes audible message generating software which facilitates communication with the party which has requested the callback including generating a message offering at least one of an apology and an explanation for unavailability for the human agent.