Intelligent virtual queue

• US 6,002,760 A
• Filed: 02/17/1998
• Issued: 12/14/1999
• Est. Priority Date: 02/17/1998
• Status: Expired due to Term

• Current Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Original Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Inventors: Gisby, Doug
• Primary Examiner(s): Wolinsky, Scott
• Assistant Examiner(s): TIEU, BENNY QUOC
• Application Number:
  US09/024,933
• Time in Patent Office: 665 Days
• Field of Search: 379/266, 379/265, 379/309, 379/209, 379/269, 379/201, 379/219
• US Class Current: 379/266.01
• CPC Class Codes: H04M 2201/50 Telephonic communication in combination with video communication
• CPC Class Codes: H04M 3/48 Arrangements for recalling a calling subscriber when the wanted subscriber ceases to be busy
• CPC Class Codes: H04M 3/5158 in combination with automated outdialling systems devices for signalling identity of wanted subscriber H04M1/26
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements
• CPC Class Codes: H04M 3/523 with call distribution or queueing
• CPC Class Codes: H04M 3/5231 with call back arrangements
• CPC Class Codes: H04M 3/5307 for recording messages comprising any combination of audio and non-audio components
• CPC Class Codes: H04M 7/0033 Notification or handling of incoming calls by a computer

Abstract

A call queueing system for a call center establishes virtual calls for callers, and allows the callers to disconnect and await a later callback when the virtual call is routed to an agent. Callers are connected to an IVR and informed that they may disconnect and await the callback. An IVR may also be used when the callback is made, informing the caller of the nature of the new call, and that they are now being connected to an agent. In some instances virtual calls may be sequenced in the same queue with real calls. The virtual call system may be initiated in a call center by exceeding load threshold, at particular time frames, and the like. A key is associated with each virtual call in a manner that the origination number of the call for whom the virtual call is entered may be retrieved when the call is routed to an agent. The system is adapted to work with all intelligent routing systems.

Claims

1. A queue system for a telephony call center, comprising:

a queue for sequencing real and virtual calls, wherein each virtual call is associated with an original caller;

a router adapted to select an agent for each virtual call; and

an outdialer adapted to place calls originated at or near the time a virtual call reaches the head of the queue from the call center to original callers for which virtual calls are originated;

wherein after an incoming call is queued, the caller can disconnect, having the active call virtually placed in the original position in the same queue, and a return call is placed to the original caller by the outdialer, and wherein each call placed by the outdialer, when answered by the original caller, is connected to the agent selected enabling the disconnected caller to be served in the order they originally held in queue.

2. The queue system of claim 1 further comprising an Interactive Voice Response (IVR) unit adapted to inform callers in incoming calls of availability of the virtual system.

3. The queue system of claim 2 wherein the IVR informs a caller that the caller may disconnect without losing place in queue, and will be called back.

4. The queue system of claim 3 wherein the caller is invited to provide a telephone number for call-back.

5. The queue system of claim 1 wherein virtual calls are tagged with a key usable to retrieve the telephone number to be used for call-back.

6. The queue system of claim 1 adapted to be initiated at specific, pre-programmed times frames.

7. The queue system of claim 1 adapted to be initiated by call volume exceeding a pre-programmed threshold.

8. The queue system of claim 1 further comprising a database adapted to store call-back numbers for callers for whom virtual calls are entered, the call-back numbers associated with a key tagged to the virtual call.

9. A Computer-Telephony Integrated (CTI) call center, comprising:

a switching apparatus connected to a network by a trunk line, to a number of telephones at agent stations by low-bandwidth ports, and to a CTI processor by a CTI link;

a call queue sequencing real and virtual calls implemented in the switching apparatus;

a virtual call originator, after the original call is queued, informs a caller that the caller may disconnect without losing place in queue, and originates a virtual call occupying the same place in the same queue associated with the original caller;

a router adapted to select an agent for each virtual call as the virtual call reaches the head of the queue; and

an outdialer adapted to place calls at or near the time of agent selection, from the call center to original callers for which virtual calls are originated;

wherein each call placed by the outdialer, when answered by the original caller, is connected to the agent selected, enabling the disconnected caller to be served in the order they originally held in queue.

10. The call center of claim 9 further comprising an Interactive Voice Response (IVR) unit adapted to inform callers in incoming calls of availability of the virtual system.

11. The call center of claim 10 wherein the IVR informs a caller that the caller may disconnect without losing place in queue, and will be called back.

12. The call center of claim 11 wherein the caller is invited to provide a telephone number for call-back.

13. The call center of claim 9 wherein virtual calls are tagged with a key usable to retrieve the telephone number of the original caller.

14. The call center of claim 9 adapted to sequence both real and virtual calls, callbacks being triggered only for virtual calls.

15. The call center of claim 9 wherein virtual calls are initiated in specific, pre-programmed times ranges.

16. The call center of claim 9 wherein virtual calls are initiated by call volume exceeding a pre-programmed threshold.

17. The call center of claim 9 further comprising a database adapted to store origination numbers of callers for whom virtual calls are entered, the origination numbers associated with a key tagged to the virtual call.

18. A method for routing calls, comprising steps of:

(a) receiving and queuing a call from a client at a call center;

(b) informing the client he/she may disconnect and retain the same place-in-queue;

(c) entering a virtual call in the queue in the same place of the disconnected call originally placed by the caller, thereby enabling the disconnected caller to be served in the order they originally held in queue;

(d) sequencing the queue until the virtual call reaches the head of the queue;

(e) selecting an agent to deal with the original caller for which the virtual call was established;

(f) placing an outbound call to the original caller; and

(g) when the original caller answers the outbound call, connecting the caller to the agent selected.

19. The method of claim 18 wherein, in step (b) the caller is informed of the availability of call-back without losing place-in-queue by an Interactive Voice Response (IVR) unit.

20. The method of claim 19 wherein the caller is invited to provide a number to be used for call-back.

21. The method of claim 18 wherein in step (c) virtual calls are tagged with a key usable to retrieve the telephone number for the call-back.

22. The method of claim 18 wherein both real and virtual calls are sequenced, callbacks being triggered only for virtual calls.

23. The method of claim 18 wherein virtual calls are initiated in specific, pre-programmed times ranges.

24. The method of claim 18 wherein virtual calls are initiated by call volume exceeding a pre-programmed threshold.

25. The method of claim 18 further comprising a database adapted to store origination numbers of callers for whom virtual calls are entered, the origination numbers associated with a key tagged to the virtual call.