Method and apparatus for scheduling automatic call distribution system callers

• US 8,175,257 B1
• Filed: 05/31/2001
• Issued: 05/08/2012
• Est. Priority Date: 05/31/2001
• Status: Active Grant

• Current Assignee: Cisco Technology, Inc. (Cisco Systems, Inc.)
• Original Assignee: Cisco Technology, Inc. (Cisco Systems, Inc.)
• Inventors: Shaffer, Shmuel, Patel, Labhesh
• Primary Examiner(s): Shah, Antim
• Application Number:
  US09/872,688
• Time in Patent Office: 3,995 Days
• Field of Search: 379/266.06, 379/93.25, 379/265.09, 379/265.02, 379/93.24, 379/210.01, 379/88, 379/266.1, 379/266.01, 379/265.01, 379/209.01, 379/266.03, 709/207, 370/356, 370/259
• US Class Current: 379/266.03
• CPC Class Codes: H04M 3/5238 with waiting time or load prediction arrangements

Abstract

A system and method are provided for reducing the wait time for a caller waiting to speak with an agent in an automatic call distribution system. The system and method receive a call from a caller, and receive an indication that the caller is to speak with one of a plurality of agents. The system and method inform the caller of a delay before the caller can speak to one of the plurality of agents and offers the caller an opportunity to establish a reservation to call back at a particular time. The system and method receive an indication that the caller would like to accept the reservation. The system and method provide the caller with a reservation code, and inform the caller to call back at the particular time.

Claims

1. A method for reducing the wait time of a caller in an automatic call distribution system, comprising:

receiving a first voice call from a phone of a caller;

receiving an indication from the phone of the caller that the caller desires to speak with one of a plurality of agents;

placing the received first voice call in a drop-in queue, the first voice call'"'"'s place in the drop-in queue changing over time;

while the caller is waiting to speak with one of the plurality of agents when the first voice call is in the drop-in queue, providing the caller with an option, via the phone of the caller, to schedule a reservation to call back wherein the reservation is independent of the first voice call'"'"'s place in the drop-in queue, wherein if the caller schedules the reservation, the first voice call'"'"'s place in the drop-in queue is no longer maintained;

upon receiving a second voice call from the caller based on the reservation, placing the second voice call in a reservation queue if the plurality of agents are busy, the second voice call placed in the reservation queue irrespective of the first voice call'"'"'s place in the drop-in queue; and

connecting the second voice call with an agent of the plurality of agents, the second voice call connected with the agent irrespective of the first voice call'"'"'s place in the drop-in queue.

2. The method of claim 1 further comprising:

informing the caller of a delay before the caller can speak to one of the plurality of agents;

receiving an indication that the caller would like to schedule the reservation to call back; and

informing the caller to call back during a reservation time frame.

3. The method of claim 2 further comprising providing a reservation code to the caller.

4. The method of claim 3, wherein the reservation code is an alphanumeric code.

5. The method of claim 2, further comprising recording the caller speaking.

6. The method of claim 2, further comprising depositing a cookie to a soft phone of the caller.

7. The method of claim 2, further comprising depositing a cookie to an interne protocol phone.

8. The method of claim 2, wherein the reservation time frame is dictated by an automatic call distribution system.

9. The method of claim 1, further comprising:

receiving a call back from the caller;

receiving a reservation code from the caller;

validating the reservation code; and

placing the call in a reservation queue if the reservation code is valid.

10. The method of claim 9, wherein the reservation queue is a first-in-first-out queue.

11. The method of claim 9, comprising sorting the call in the reservation queue among a plurality of calls in the reservation queue based at least in part on the reservation time frame.

12. The method of claim 9, wherein the reservation code is communicated vocally through an automated speech recognition system.

13. The method of claim 9, wherein the reservation code is an alphanumeric code.

14. The method of claim 9, wherein the reservation code is a spoken name of the caller.

15. The method of claim 9, further comprising placing the call in the drop-in queue if the reservation code is not valid, wherein the reservation queue is a higher priority than the drop-in queue.

16. The method of claim 1, further comprising:

sensing that a queue of calls is below a threshold indicative of the availability of an agent, and

transmitting a message to a caller that the agent is about to become available.

17. The method of claim 1, further comprising storing a reservation code to be used by the caller when the caller calls back.

18. The method of claim 17, further comprising storing a reservation time frame in which the reservation code will be accepted.

19. A method for reducing the wait time of a caller in an automatic call distribution system, comprising:

receiving a voice call from a phone of a caller;

receiving an indication from the phone of the caller that the caller desires to speak with one of a plurality of agents;

while the caller is waiting to speak with one of the plurality of agents when the voice call is in the drop-in queue;

providing the caller with an option, via the phone of the caller, to schedule a reservation to call back;

informing the caller, via the phone of the caller, of a delay before the caller can speak to one of the plurality of agents;

receiving an indication from the phone of the caller that the caller would like to schedule the reservation to call back;

informing the caller, via the phone of the caller, to call back during a reservation time frame;

wherein the reservation time frame is negotiated between the caller and an automatic call distribution system; and

wherein the negotiation between the caller and the automatic call distribution system comprises;

providing to the caller, via the phone of the caller at one time as a group, a plurality of alternative reservation time frames each comprising a time frame in the future during which the caller may call back to speak with one of the plurality of agents; and

in response to the plurality of alternative reservation time frames being provided at the one time, receiving from the phone of the caller while on the call a selection of a reservation time frame, the selected reservation time frame being one out of the plurality of alternative reservation time frames provided as a group at the one time.

20. An automatic call distribution system comprising:

means for receiving a first voice call from a phone of a caller;

means for receiving an indication from the phone of the caller that the caller desires to speak with one of a plurality of agents;

means for placing the received first voice call in a drop-in queue, the first voice call'"'"'s place in the drop-in queue changing over time;

while the caller is waiting to speak with one of the plurality of agents when the first voice call is in the drop-in queue, means for providing the caller with an option, via the phone of the caller, to schedule a reservation to call back wherein the reservation is independent of the first voice call'"'"'s place in the drop-in queue, wherein if the caller schedules the reservation, the first voice call'"'"'s place in the drop-in queue is no longer maintained;

upon receiving a second voice call from the caller based on the reservation, means for placing the second voice call in a reservation queue if the plurality of agents are busy, the second voice call placed in the reservation queue irrespective of the first voice call'"'"'s place in the drop-in queue; and

means for connecting the second voice call with an agent of the plurality of agents, the second voice call connected with the agent irrespective of the first voice call'"'"'s place in the drop-in queue.

21. The system of claim 20 further comprising:

means for informing the caller of a delay before the caller can speak to one of the plurality of agents;

means for receiving an indication that the caller would like to schedule the reservation to call back; and

means for informing the caller to call back during a reservation time frame.

22. The system of claim 21, further comprising providing a reservation code to the caller.

23. The system of claim 21, wherein the reservation code is an alphanumeric code.

24. The system of claim 21, further comprising means for recording the caller speaking.

25. The system of claim 20 further comprising:

means for receiving a call back from the caller;

means for receiving a reservation code from the caller;

means for validating the reservation code; and

means for placing the caller in a reservation queue if the reservation code is valid.

26. The system of claim 20, further comprising:

means for sensing that a queue of calls is below a threshold indicative of the availability of an agent; and

means for transmitting a message to a caller that the agent is about to become available.

27. Logic encoded on non-transitory computer readable media comprising software that, when executed by a processor, is operable to:

receive a first voice call from a phone of a caller;

receive an indication from the phone of the caller that the caller desires to speak with one of a plurality of agents;

place the received first voice call in a drop-in queue, the first voice call'"'"'s place in the drop-in queue changing over time,

while the caller is waiting to speak with one of the plurality of agents when the first voice call is in the drop-in queue, provide the caller with an option, via the phone of the caller, to schedule a reservation to call back wherein the reservation is independent of the first voice call'"'"'s place in the drop-in queue, wherein if the caller schedules the reservation, the first voice call'"'"'s place in the drop-in queue is no longer maintained;

upon receiving a second voice call from the caller based on the reservation, placing the second voice call in a reservation queue if the plurality of agents are busy, the second voice call placed in the reservation queue irrespective of the first voice call'"'"'s place in the drop-in queue; and

connect the second voice call with an agent of the plurality of agents, the second voice call connected with the agent irrespective of the first voice call'"'"'s place in the drop-in queue.

28. A method for reducing the wait time of a caller in an automatic call distribution system, comprising:

receiving a voice call from a phone of a caller;

receiving an indication from the phone of the caller that the caller desires to speak with one of a plurality of agents;

placing the received voice call in a drop-in queue, the voice call'"'"'s place in the drop-in queue changing over time;

while the caller is waiting to speak with one of the plurality of agents when the voice call is in the drop-in queue;

informing the caller, via the phone of the caller, of a delay before the caller can speak to one of the plurality of agents;

offering the caller, via the phone of the caller, an opportunity to establish a reservation to call back at a particular time;

wherein the reservation is independent of the voice call'"'"'s place in the drop-in queue;

receiving an indication from the phone of the caller that the caller would like to accept the reservation, wherein upon receiving the indication from the phone of the caller that the caller would like to accept the reservation, the voice call'"'"'s place in the drop-in queue is no longer maintained;

providing a reservation code to the caller, via the phone of the caller, the reservation code configured to identify the caller upon the caller calling back and to place the caller in a reservation queue if the plurality of agents are busy when the caller calls back irrespective of the voice call'"'"'s place in the drop-in queue; and

informing the caller, via the phone of the caller, to call back at the particular time.

29. A method for reducing the wait time of a caller in an automatic call distribution system, comprising:

receiving a first voice call from a first phone of a caller;

receiving an indication from the first phone of the caller that the caller desires to speak with one of a plurality of agents;

during the first voice call while the caller is waiting to speak with one of the plurality of agents;

inquiring of the caller, via the first phone of the caller, if the caller has a previously arranged reservation;

receiving an indication from the first phone of the caller that the caller does not have the previously arranged reservation;

calculating an approximate wait time for a drop-in queue;

informing the caller, via the first phone of the caller, of the approximate wait time for the drop-in queue;

offering the caller, via the first phone of the caller, an opportunity to establish a reservation to call back during a reservation time frame;

receiving an indication from the first phone of the caller that the caller would like to accept the reservation;

requesting the caller to choose, via the first phone of the caller, the reservation time frame from a listing of available reservation time frames in the future, the listing provided to the caller at one time as a group;

after providing at the one time the listing of available reservation time frames, receiving from the first phone of the caller the reservation time frame, the selected reservation time frame being one of the plurality of alternative reservation time frames provided as a group at the one time;

determining a reservation code;

providing the reservation code to the caller, via the first phone of the caller; and

informing the caller, via the first phone of the caller, to call back during the reservation time frame;

receiving a second voice call from a second phone of the caller;

inquiring of the caller, via the second phone of the caller, if the caller has the reservation;

receiving an indication from the second phone of the caller that the caller does have the reservation;

requesting the reservation code from the caller, via the second phone of the caller;

receiving the reservation code from the second phone of the caller;

confirming validity of the reservation code comprising;

confirming the reservation code exists; and

confirming that the caller called during the reservation time frame associated with the reservation code;

transferring the second voice call to a reservation queue, the second voice call placed in the reservation queue irrespective of a timing of the first voice call; and

transferring the second voice call to one of the plurality of agents.

30. A method for reducing the wait time of a caller in an automatic call distribution system, comprising:

receiving a voice call from a phone of a caller;

receiving an indication from the phone of the caller that the caller desires to speak with one of a plurality of agents;

during the voice call while the caller is waiting to speak with one of the plurality of agents;

informing the caller, via the phone of the caller, of a delay before the caller can speak to one of the plurality of agents;

providing the caller with an option, via the phone of the caller, to schedule a reservation to call back;

receiving an indication from the phone of the caller that the caller would like to schedule the reservation to call back;

informing the caller, via the phone of the caller, to call back during a reservation time frame;

wherein the reservation time frame is negotiated between the caller and an automatic call distribution system; and

wherein the negotiation between the caller and the automatic call distribution system comprises;

receiving from the phone of the caller a requested time and date at which the caller desires to call back; and

providing to the caller, via the phone of the caller, a time and date comprising a next available reservation time frame after the requested time and date; and

upon receiving a second voice call from the caller based on the reservation time frame, placing the second received voice call in a reservation queue comprising other callers with reservations, the reservation queue free of callers without a reservation, the second voice call placed in the reservation queue irrespective of a timing of the first voice call.

31. A method for reducing the wait time of a caller in an automatic call distribution system, comprising:

receiving a call from a caller, the call comprising a request for connection with one of a plurality of agents;

informing the caller of a delay before the caller can speak to one of the plurality of agents;

prompting the caller for a wait time that the caller is willing to wait in a queue of calls for connection with an agent;

receiving from the caller a selected wait time that the caller is willing to wait for connection with an agent;

disconnecting the caller;

sensing that the queue of calls is at or below the selected wait time; and

transmitting to the caller a message that the queue of calls is at or below the selected wait time.

32. The method of claim 31, wherein the message is an instant message.

33. The method of claim 31 wherein the message is an email message.

34. The method of claim 31, wherein the message is delivered telephonically.