Telephonic communications answering and callback processing system

  • US 5,559,878 A
  • Filed: 05/23/1994
  • Issued: 09/24/1996
  • Est. Priority Date: 05/23/1994
  • Status: Expired due to Fees
First Claim
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1. Apparatus for limiting time "ON HOLD" for incoming calls to a telephone answering system which potentially receives more calls than can be answered manually at any given time, said apparatus comprising:

  • an ACD switching system which provides two way communication between a caller and said ACD switching system;

    at least one Agent station which receives telephone call information through an ACD telset;

    an ACD processing system which is in two way communication with the ACD switching system;

    a system controller in communication with the ACD processing system which automatically answers incoming calls not answered by Agents and left "ON HOLD" for longer than a predetermined time, which automatically acquires necessary data for responding at a later time to calls not answered by Agents, and which initiates communication of said automatically acquired data to an Agent prior to the Agent'"'"'s placement of an outgoing call corresponding to said automatically answered incoming calls at a time when said Agent is determined by said ACD processing system to be available for placing outgoing calls;

    a file server for storing said automatically acquired data;

    a communications link for communicating said stored data between the system controller, the ACD processing system and the Agent station.

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