System and method for providing a call back option for callers to a call center

• US 6,879,683 B1
• Filed: 06/28/2001
• Issued: 04/12/2005
• Est. Priority Date: 06/28/2001
• Status: Expired due to Term

• Current Assignee: AT&T Intellectual Property I LP (AT&T, Inc.)
• Original Assignee: Bellsouth Intellectual Property Corporation (AT&T, Inc.)
• Inventors: Fain, Brian, Bedingfield, James C.
• Primary Examiner(s): TIEU, BENNY QUOC
• Application Number:
  US09/894,359
• Time in Patent Office: 1,384 Days
• Field of Search: 379/210.01, 379/209.01, 379/265.02, 379/266.01
• US Class Current: 379/265.02
• CPC Class Codes: H04M 2203/2011 Service processing based on information specified by a party before or during a call, e.g. information, tone or routing selection
• CPC Class Codes: H04M 2203/2072 Schedules, e.g. personal calendars
• CPC Class Codes: H04M 2203/551 Call history recording a computer conference H04L12/1831
• 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 providing a call back option to a customer of a call center. According to one embodiment, the system includes a telecommunications switch and an automatic call distributor in communication with the telecommunications switch via first and second communications links. The system also includes means for providing the customer with a call back option in response to a first call from the customer, wherein the first call is routed to the automatic call distributor by the telecommunications switch over the first communications link, and means for establishing a second call between the automatic call distributor and the customer over the second communications link when the customer accepts the call back option.

Claims

1. A system for providing a call back option to a customer of a call center, comprising:

a telecommunications switch;

an automatic call distributor in communication with the telecommunications switch via first and second communications links;

means for providing the customer with a call back option to call back the call back center during a specified time period in response to a first call from the customer to the call center, wherein the first call is routed to the automatic call distributor by the telecommunications switch over the first communications link; and

means for establishing a second call between the automatic call distributor and the customer during the specified time period over the second communications link based on an acceptance of the call back option by the customer, wherein the second call is initiated by the customer and bypasses one or more call waiting queues associated with the call center such that the second call is given a priority greater than one or more pending calls associated with the call center.

2. The system of claim 1, wherein the means for providing the customer with a call back option includes means for providing the customer with a call back option when the call center is busy.

3. The system of claim 2, wherein the means for providing the customer with a call back option when the call center is busy includes means for providing the customer with a call back option based on the time of the first call from the customer.

4. The system of claim 2, wherein the means for providing the customer with a call back option when the call center is busy includes means for providing the customer with a call back option based on an indication from the call center.

5. The system of claim 1, wherein the means for providing the customer with a call back option includes means for playing a message for the customer regarding the call back option and for determining the acceptance of the call back option by the customer.

6. The system of claim 1, wherein the means for providing the customer with a call back option and the means for establishing a second call includes a call back service platform in communication with the automatic call distributor.

7. The system of claim 1, wherein:

the means for providing the customer with a call back option includes an incoming call processing module in communication with the automatic call distributor; and

the means for establishing a second call includes a return call processing module in communication with the automatic call distributor.

8. The system of claim 7, wherein the incoming call processing module is for playing a message providing the customer with the call back option in response to the automatic call distributor receiving the first call, and for detecting the acceptance of the call back option in response to the message.

9. The system of claim 8, wherein the return call processing module is for establishing the second call based on a customer identification stored subsequent to the acceptance of the call back option by the customer.

10. The system of claim 1, wherein:

the means for providing the customer with a call back option includes;

a service control point in communication with the telecommunications switch; and

an intelligent peripheral in communication with the service control point; and

the means for establishing the second call includes the service control point.

11. The system of claim 1, wherein at least one of the first and second communications links includes a trunk circuit.

12. A system for providing a call back option to a customer of a call center, comprising:

a telecommunications switch;

an automatic call distributor in communication with the telecommunications switch via first and second communications links; and

a call back service platform in communication with the automatic call distributor;

wherein the telecommunications switch is for routing a first call to the call center from the customer to the automatic call distributor via the first communications link; and

wherein the call back service platform is for;

providing the customer with a call back option to call back the call back center during a specified time period in response to the first call from the customer; and

establishing a second call between the automatic call distributor and the customer during the specified time period over the second communications link based on an acceptance of the call back option by the customer, wherein the second call is initiated by the customer and bypasses one or more call waiting queues associated with the call center such that the second call is given a priority greater than one or more pending calls associated with the call center.

13. A call center, comprising:

an automatic call distributor; and

a call back service platform in communication with the automatic call distributor, wherein the call back service platform is for;

providing a customer with a call back option to call back the call back center during a specified time period, wherein the call back option is provided in response to a first call from the customer to the automatic call distributor over a first communications link; and

for establishing a second call between the customer and the automatic call distributor over a second communications link based on an acceptance of the call back option by the customer, wherein the second call is initiated by the customer and bypasses one or more call waiting queues associated with the call center such that the second call is given a priority greater than one or more pending calls associated with the call center.

14. The call center of claim 13, wherein the call back service platform is further for determining the acceptance of the call back option by the customer.

15. A system for providing a call back option to a customer of a call center, comprising:

a telecommunications switch for detecting a first call from the customer to the call center;

a service control point in communication with the telecommunications switch for determining whether, in response to detection of the first call by the telecommunications switch, the call center is busy; and

an intelligent peripheral in communication with the telecommunications switch for receiving the first call when it is determined by the service control point that the call center is busy and, in response thereto, for providing the customer with a call back option to call back the call back center during a specified time period and for determining an acceptance of the call back option by the customer;

wherein the telecommunications switch is for routing the first call to the call center over a first communications link when it is determined by the service control point that the call center is not busy, and

wherein the service control point is for establishing a second call between the customer and the call center during the specified time over a second communications link between the telecommunications switch and the call center based on the determination of the acceptance of the call back option by the customer, wherein the second call is initiated by the customer and bypasses one or more call waiting queues associated with the call center such that the second call is given a priority greater than one or more pending calls associated with the call center.

16. The system of claim 15, wherein the service control point is for determining whether the call center is busy based on the time of the first call from the customer.

17. The system of claim 15, wherein the service control point is for determining whether the call center is busy based on an indication from the call center.

18. A method for providing a call back option to a customer of a call center, comprising:

routing a first call from the customer to the call center over a first communications link;

providing the customer with a customer call back option to call back the call back center during a specified time period in response to the first call from the customer to the call center;

establishing a second customer-initiated call between the call center and the customer during the specified time over a second communications link based on an acceptance of the customer call back option by the customer; and

bypassing one or more call waiting queues associated with the call center such that the second call is given a priority greater than one or more pending calls associated with the call center.

19. The method of claim 18, wherein providing the customer with a call back option includes providing the customer with a call back option when the call center is busy.

20. The method of claim 19, wherein providing the customer with a call back option when the call center is busy includes providing the customer with a call back option based on the time of the first call from the customer.

21. The method of claim 19, wherein providing the customer with a call back option when the call center is busy includes providing the customer with a call back option based on an indication from the call center.

22. The method of claim 18, wherein providing the customer with a call back option includes:

playing a message for the customer regarding the call back option; and

determining the acceptance of the call back option by the customer.