Anticipatory call distributor

• US 5,642,411 A
• Filed: 04/25/1994
• Issued: 06/24/1997
• Est. Priority Date: 04/25/1994
• Status: Expired due to Fees

• Current Assignee: Illinois Technology Transfer LLC
• Original Assignee: Illinois Technology Transfer LLC
• Inventors: Theis, Peter F.
• Primary Examiner(s): Zele, Krista M.
• Assistant Examiner(s): Wolinsky, Scott
• Application Number:
  US08/232,630
• Time in Patent Office: 1,156 Days
• Field of Search: 379/265, 379/266, 379/93, 379/84, 379/34, 379/71, 379/89, 379/201, 379/202, 379/207, 379/211, 379/309, 379/212, 379/221, 379/142, 379/210, 379/67, 379/88, 379/112, 379/214 , 379/230, 379/215, 379/216
• US Class Current: 379/266.08
• CPC Class Codes: H04M 3/523 with call distribution or queueing

Abstract

A communications distribution system is disclosed for facilitating the handling of telephone calls within a plurality of groups. Each of the groups includes a line group and a channel group interconnected by an anticipatory call distributor (ANCD) for determining the availability of channels for connecting to a line from the associated line group, and for reassigning channels to other groups as long as a certain minimum capacity is maintained in each group. The ANCD also anticipates whether any channels are expected to become available within a predetermined period. In response to channel availability, or to a channel that is expected to become available, a priority and availability logic sets an appropriate status register, which is checked by switching command logic. The switching command logic periodically checks the status of the bits in the status register and determines, based upon a priority ranking, whether any channel is available or will become available to answer a phone call, and if so, which channel will be used.

Claims

1. A method for distributing calls on a plurality of lines to a plurality of channels, comprising the steps of:

(a) determining channel availability and assigning available channels to answer calls;

(b) to the extent that any calls remain unassigned after step (a), monitoring at least one parameter indicating future channel availability to anticipate the time until a channel will become available to answer calls; and

(c) assigning channels to answer calls based upon the time anticipated in step (b).

2. A method as in claim 1, further including the step of connecting a line to a particular channel within the plurality of channels.

3. A method for distributing calls on a plurality of lines to a plurality of channels, comprising the steps of:

(a) determining channel availability and assigning available channels to answer calls, including;

(1) determining which line group the call came in on;

(2) determining if a channel is available in a designated channel group and assigning such available designated channel to answer the call; and

(3) in response to a negative determination in step (a)(2), determining if any channel is available in a non-designated group and assigning any such available non-designated channel to answer the call;

(b) to the extent that any calls remain unassigned after step (a), anticipating the time until a channel will become available to answer the call; and

(c) assigning said channel to answer the call based upon the time anticipated in step (b).

4. A method as in claim 3, wherein, in response to a negative determination in step (a)(2), in lieu of step a(3), determining if any channel is available from an unassigned channel group and assigning any such available unassigned channel to answer the call.

5. A method as in claim 3, wherein step (a)(3) includes determining if a minimum quantity of channels remains from the non-designated group to handle the calls by the line group assigned to the non-designated channel group, plus a number of reserve channels determined to be sufficient to service calls arriving on the lines assigned to the non-designated group before assigning the non-designated channel to answer the call.

6. A method as in claim 3, wherein a status register is set in response to an affirmative determination in step (a)(2).

7. A method as in claim 3, wherein a status register is set in response to an affirmative determination in step (a)(3).

8. A method as in claim 3, further including the step of connecting a line to a particular channel within the plurality of channels.

9. A method for distributing calls on a plurality of lines to a plurality of channels, comprising the steps of:

(a) determining channel availability and assigning available channels to answer calls;

(b) to the extent that any calls remain unassigned after step (a), anticipating the time until at least one channel will become available to answer calls, including;

(1) determining a time period indicative of the call length for a particular line group;

(2) measuring the duration of an existing call; and

(3) subtracting the measured duration (step b(2)) from the time period for a call in that line group (step b(1)) to determine a predicted time until channel availability for said at least one channel; and

(c) assigning channels to answer calls based upon the time predicted in step (b)(3).

10. A method as in claim 9, further comprising the steps of:

(b)(4) determining a maximum allowable period for which a caller will wait to be serviced;

(b)(5) comparing the time until availability (step b(3)) with the maximum allowable on hold period (step b(4)); and

(b)(6) indicating that the channel will become available if the time until availability is less than the maximum allowable on hold period.

11. A method as in claim 9, wherein the step of determining the time period for a call in a particular line group (step b(1)) is based upon historical data.

12. The method as in claim 9, wherein said step of determining said time period includes the step of measuring the time period from the time said call is first serviced by said channel to the time said call is terminated.

13. The method as in claim 9, wherein said step of measuring the duration of an existing call includes the step of measuring the time period from the time said call is first serviced by said channel to the current time.

14. The method as in claim 13, wherein said step of assigning channels includes the step of assigning channel groups to answer calls.

15. A method for distributing calls on a plurality of lines to a plurality of channel groups including channels, comprising the steps of:

(a) determining channel availability and assigning available channels to answer calls;

(b) to the extent that any calls remain unassigned after step (a), anticipating the time until at least one channel will become available to answer calls; and

(c) assigning at least one channel group to answer calls based upon the time anticipated in step (b), including;

(1) determining which line group the call came in on;

(2) determining if a channel will become available in the designated channel group and assigning the designated channel group to answer the call;

(3) in response to a negative determination in step (c)(2), determining if any channel will become available in an unassigned channel group and assigning any such unassigned channel group to answer the call; and

(4) in response to a negative determination in step (c)(3), determining if any channel in an assigned non-designated channel group will become available and assigning such channel group to answer the call.

16. A method as claimed in claim 15, wherein the channel that will become first available, regardless of the determinations in steps (c)(1), (c)(2), (c)(3), or (c)(4) is selectively assigned.

17. A method of assigning incoming calls on one of a plurality of line groups to a non-designated channel group among a plurality of channel groups, comprising the steps of;

(a) assigning a priority value to the line group;

(b) assigning calls from the line group to a non-designated channel group based on said priority value of the line group;

(c) modifying said priority value of the line group based upon the volume of calls already being answered; and

(d) assigning calls from the line group to one or more non-designated channel groups based on said modified priority value of the line group.

18. A method as in claim 17, wherein the step of modifying the priority value (step b) includes the steps of;

(b)(1) determining if a line group is using a designated quantity of channels; and

(b)(2) modifying the priority value of any line group exceeding the quantity of channels determined in step (b)(1).

19. A method as in claim 18, wherein step (b)(2) comprises assigning the line group determined in step (b)(1) a priority value that is lower than line groups not using the designated quantity of channels for the channel group.

20. A method as in claim 17, wherein the step of modifying the priority value (step b) includes the steps of:

(b)(1) determining if a line group is using a multiple of the number of channels provided in the channel group designated for the line group; and

(b)(2) to any line group which is using a multiple of the number of channels provided in the designated channel group, assigning a priority value that is lower than all other line groups not using the multiple of channels in the designated channel group.

21. A method as in claim 17, wherein the priority value is based on a projected value of a telephone call.

22. A method as in claim 17, wherein said step of modifying said priority value is carried out either automatically or manually.

23. A method as in claim 17, wherein said step of assigning a priority value to the line group includes assigning a priority value to one line group of at least three line groups.

24. A system for automatically connecting a call from a telephone line in a designated one of a plurality of telephone line groups to one channel in one of a plurality of channel groups, comprising:

a switching bus connecting one telephone line to the one channel;

a clock and channel status unit connected to said plurality of channel groups for providing a signal indicative of the duration of a connected call;

priority and availability logic for receiving said signals from said clock and channel status units and for determining the period of time until the channel becomes available;

wherein said priority and availability logic also updates the period of time until the channel becomes available by determining the duration of a connected call, and subtracting this duration from the call length for the designated line group; and

switching command logic for controlling said switching bus to selectively interconnect said line with a channel based upon the calculated time until a channel will become available when not presently available as determined by said priority and availability logic.

25. A system as in claim 24, wherein said priority and availability logic determines the present availability of said channels, when a channel is presently available.

26. A system as in claim 24, wherein said priority and availability logic and said switching command logic form part of a control and logic processor.

27. A system as in claim 26, wherein said control and logic processor also includes a memory for storing lookup tables.

28. A system as in claim 27, wherein a lookup table is continuously updated by the priority and availability logic and the switching command logic.

29. A system as in claim 28, wherein the lookup table comprises a two dimensional array providing operating parameters for each channel.

30. A system as in claim 29, wherein the operating parameters include group designation and current group assignment.

31. A system as in claim 30, wherein the operating parameters also include at least two parameters from the line group comprising call length, maximum acceptable delay, and time until a channel becomes available.

32. A system as in claim 24, wherein the switching command logic checks the status registered when determining which channel to connect to an incoming call.

33. A system as claim 24, wherein the number of channels in a group varies.

34. A system as in claim 24, wherein at least one of the channel groups is served by an operator.

35. An automated call distributing system, comprising:

a plurality of lines configured into a plurality of line groups for receiving incoming calls;

a plurality of channels configured into a plurality of channel groups for answering said incoming calls, wherein each line group has a designated channel group for answering incoming calls on the associated line group;

an automatic call distributor unit for selectively connecting the lines to the channels, said automatic call distributor including a control and logic processor for monitoring channel availability and selecting available channels to handle incoming calls on the lines;

wherein said automatic call distributor reserves a minimum quantity of available channels in each channel group for answering only calls on the associated line group; and

wherein said minimum quantity of available channels is dynamically variable and dependent on call load.

36. A system as in claim 35, wherein said control and logic processor also determines anticipated channel availability and selects anticipated available channel groups to handle incoming calls when a channel is not available.

37. A system as in claim 36, wherein said plurality of channel groups include an unassigned channel groups for handling overflow calls routed by said control and logic processor.

38. A system as in claim 35, wherein at least one channel group includes an automated device for responding to communication signals.

39. A system as in claim 35 wherein, when there are an insufficient number of channels to handle all incoming calls from a plurality of line groups, priorities are assigned to at least two line groups to allocate available channels in a plurality of channel groups.

40. A system as in claim 39 wherein the allocation of channels to a line group is based on the call handling capacity of one or more channels assigned to said line group.

41. A system as in claim 39 wherein the priorities are based on a projected value of a telephone call.

42. A system as in claim 35, wherein the system includes one or more channels for at least two designated channel groups, wherein each channel group processes a plurality of calls made for substantially the same purpose.

43. A system as in claim 42, wherein the process is altered in response to reassigning a channel to a different line group.

44. A system as in claim 35, wherein the channels in each designated group are programmed with a different announcement.

45. A system as in claim 44, wherein the announcement is altered in response to reassignment of a channel to a different line group.

46. A system as in claim 35, wherein one or more incoming calls are served by one or more of:

an automated telephone announcement device, and answering device, a recording device.

47. A method for controlling the assignment of a plurality of lines to a plurality of channel groups, comprising the steps of:

determining the availability of at least some of the plurality of channel groups for assigning available channel groups to the plurality of lines;

monitoring at least one parameter indicating future channel group availability to anticipate one or more channel groups becoming available; and

assigning at least some of the plurality of channel groups to one or more lines based upon said future channel group availability.

48. A method as in claim 47, further including the step of handling a plurality of incoming lines by switching said incoming lines to said at least some of the plurality of channel groups based upon said step of assigning.

49. A method according to claim 48, further including the step of assigning a priority value to at least some of the plurality of lines.

50. A method according to claim 49, wherein the plurality of lines transmit one or more calls;

and

wherein said step of assigning said priority value includes the step of weighting the value of at least some of said one or more calls.

51. A method according to claim 49 further including the step of reassigning said priority value at least once.

52. A device for controlling the assignment of a plurality of lines to a plurality of channel groups, comprising:

a unit for determining availability of at least some of the plurality of channel groups for assigning available channel groups to the plurality of lines;

a monitor for monitoring at least one parameter indicative of future channel group availability and for anticipating one or more channels groups becoming available; and

a logic unit for assigning the one or more lines to one or more channel groups based upon said future channel group availability.

53. A device as in claim 52, further including a call distributor for switching said incoming lines to the one or more channel groups based upon the availability of the one or more channel groups.

54. A device as in claim 52, further including a call distributor for connecting a line to a particular channel within a channel group.

55. A device as in claim 52, further including a switching bus;

and

a control logic processor; and

wherein said logic processor includes a switching command logic and a priority logic for selecting and directing the assignment of the plurality of lines to the plurality of channel groups.

56. A device as in claim 55, wherein said priority logic determines current and future availability of the channel groups to establish priorities for the plurality of lines and to determine the number of channels to be reserved for the plurality of lines.

57. A device for controlling the assignment of a plurality of lines to a plurality of channels, comprising:

a unit for determining channel availability of at least some of the plurality of channels for assigning available channels to the plurality of lines;

a monitor for monitoring at least one parameter indicative of future channel group availability and for anticipating one or more channels becoming available; and

a logic unit for assigning the one or more lines to one or more channels based upon said future channel availability.

58. A method for controlling the assignment of a plurality of lines to a plurality of channels, comprising the steps of:

determining the availability of at least some of the plurality of channels for assigning available channels to at least some of the plurality of lines;

monitoring at least one parameter indicating future channel availability to anticipate one or more channels becoming available; and

assigning at least some of the plurality of channels to one or more lines based upon said future channel availability.

59. A method for distributing calls on a plurality of lines to a plurality of channels, comprising the steps of:

(a) determining channel availability and assigning available channels to answer calls;

(b) to the extent that any calls remain unassigned after step (a), anticipating the time until at least one channel will become available to answer calls, including;

(1) determining a parameter indicative of a call duration;

(2) determining a parameter indicative of the status of an existing call; and

(3) comparing said parameters determined in steps (b)(1) and (b)(2) to determine channel availability for said at least one channel; and

(c) assigning said at least one channel to answer calls based upon the determination in step (b)(3).