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

• Current Assignee: Teltrust Incorporated
• Original Assignee: Teltrust Incorporated
• Inventors: Keys, Lyle O., Gardner, Neil J., Brunisholz, Arthur C., Heath, Richard R.
• Primary Examiner(s): Hofsass, Jeffery
• Assistant Examiner(s): Wolinsky, Scott
• Application Number:
  US08/247,839
• Time in Patent Office: 855 Days
• Field of Search: 379/265, 379/266, 379/309, 379/201, 379/216, 379/207, 379/214, 379/67, 379/209, 379/88, 379/89
• US Class Current: 379/210.01
• CPC Class Codes: H04M 3/48 Arrangements for recalling a calling subscriber when the wanted subscriber ceases to be busy
• CPC Class Codes: H04M 3/51 Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing
• CPC Class Codes: H04M 3/523 with call distribution or queueing
• CPC Class Codes: H04M 3/5231 with call back arrangements

Abstract

A system and method for solving problems associated with limited attended answering of telephone calls during peak periods is provided. The system implements a method for controllably and responsively spreading telephone answering activity initiated during peak periods into the periods of lesser activity while maintaining a contact with callers who might otherwise hang-up and be lost. From a system point of view, the system uses a unique organization of commercially available equipment in combination with an original computer software package. The combination provides judicious automatic and unmanned intercession of telephone calls resident in an overflow "HOLD" queue, relieving a manned portion of the system from having to answer all calls during peak periods. Sufficient information is derived by automatic operation of the invention to permit manned call backs when time and equipment become available. The system selectively implements later manned call placement scheduling as personnel services become available for the call backs. All information necessary to return each incoming call is made available to system personnel on a call-by-call basis.

Claims

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.

2. Apparatus according to claim 1 wherein the system controller comprises means for manually changing the predetermined time.

3. Apparatus according to claim 1 wherein the system controller comprises means for detecting a level of apparatus operation wherein all Agent stations are busy.

4. A method for selectively processing and responding to a large volume of incoming calls all of which cannot be answered by Agents, the method comprising the steps of:

providing an Agent manned system for manually answering a number of incoming phone calls defined by the number of Agents available;

providing an automatic system for handling an overload of incoming calls which exceed the defined number of answerable incoming calls defined by the number of said Agents available;

manually answering incoming phone calls until the defined number of incoming calls which may be manually answered is exceeded;

establishing a Queue Signal which indicates that the number of incoming calls exceeds said defined number which can be manually answered;

automatically answering incoming calls not manually answered by the manned system responsive to detecting said Queue Signal such that incoming calls are not kept "ON HOLD" for an undesirable extended period;

collecting information from said automatically answered incoming calls to enable the incoming calls to be returned later as outgoing calls;

storing data from said automatically answered incoming calls for later review by an Agent prior to placement of an outgoing call relating to said stored data;

transferring said stored data to said Agent for processing by said Agent prior to said Agent placing an outgoing call relating to said stored data, said transfer of said stored data to said Agent being effected responsive to said Queue Signal indicating that the number of incoming calls has decreased below said defined number of incoming calls such that Agents are available for placing outgoing calls responsive to said stored data; and

completing an outgoing call by said Agent.

5. The method according to claim 4 further comprising updating said stored data relating to an automatically answered incoming call which has been returned as an outgoing call placed by said Agent following completion of said outgoing call, and storing said updated data for later processing.

6. The method according to claim 4 further comprising overriding said Queue Signal to place said automatic system in a call out only mode to suspend processing of incoming calls.

7. The method according to claim 4 wherein said stored data collected from said incoming calls includes data derived from analog, digital and DMTF processing means.

8. A telephonic communications processing system comprising:

routing apparatus for processing incoming and outgoing telephonic transmissions, said routing apparatus further providing means for establishing a Queue Signal responsive to the existence of a predetermined number of incoming calls which cannot be answered by Agents and selectively routing incoming calls to an agent station or to an outbound message file;

an agent station in communication with said routing apparatus for receiving incoming calls and for placing outgoing calls responsive to a callback initiating signal from said outbound message file, said agent station having processor apparatus for processing and displaying information relating to said incoming calls routed to said outbound message file;

answering and scheduling apparatus in communication with said routing apparatus for notifying a caller placing an incoming call that connection to said agent station cannot be completed and for processing said incoming calls to said outbound message file, said answering and scheduling apparatus being responsive to said established Queue Signal;

a processor for processing information relating to an incoming call placed in said outbound message file, said information being received in analog, digital and dual tone multi-frequency form;

storage apparatus in communication with said processor for storing said processed information relating to an incoming call in said outbound message file, said storage apparatus being in communication with said agent station processor apparatus;

means for accessing said outbound message file responsive to modification of said Queue Signal responsive to receipt of a number of incoming calls less than said predetermined number, and for sending said callback initiating signal to said agent station; and

means for retrieving from said storage apparatus said stored processed information and transferring said information to said agent station processor apparatus.

9. The telephonic communications processing system of claim 8 wherein said routing apparatus is an ACD switching system.

10. The telephonic communications processing system of claim 8 further including means for placing said routing apparatus in a receive-only mode.

11. The telephonic communications processing system of claim 8 further including means for placing said routing apparatus and processor in a call out only mode.

12. The telephonic communications processing system of claim 8 further comprising software associated with said agent station processor apparatus for retrieving data from said storage apparatus and for updating said processed information for future use.

13. The telephonic communications processing system of claim 12 wherein said agent station includes a telset and computer terminal with central processing unit.

14. The telephonic communications processing system of claim 13 wherein said answering and scheduling apparatus includes a processor having voice mail, voice board and modem capabilities.

15. The telephonic communications processing system of claim 14 wherein said storage apparatus is a file server accessible by said agent station central processing unit.

16. The telephonic communications processing system of claim 15 wherein said means for retrieving stored processed information comprises a local area network system.

17. The telephonic communications processing system of claim 16 wherein said local area network is an Ethernet system.