ACD arrangement for automatically returning a call at a time spe

Details ACD arrangement for automatically returning a call at a time spe ACD arrangement for automatically returning a call at a time spe

1991-02-08

1993-02-09

Brown, Thomas W.

Telephonic communications

Audio message storage, retrieval, or synthesis

379 88, 379214, 379216, 379266, H04N 350

Patent

active

051857820

ABSTRACT:
An automatic callback arrangement for an automatic call-distribution (ACD) system. The arrangement collects and stores the telephone number from which a call is incoming (ANI), estimates how long the call will have to hold in queue before it is answered, and, if the waiting time exceeds a predetermined maximum, prompts the caller to chosse between holding or receiving a return call if the caller is a valid-account holder. If the caller choses a return call, the arrangement prompts the caller for callback time and time-period. The arrangement then verifies whether the caller is a valid account holder. If so, the arrangement places an outgoing call to the stored telephone number when the callback time arrives. If the call does not get through, the arrangement repeatedly periodically repeats placing of the outgoing call, until the call gets through or the callback time-period expires. When it places the outgoing call, the arrangement connects the originating end thereof to an ACD agent to handle the call.

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Rockwell International IQueue.TM. capability advertisement, 2 pages, source unknown, 1990.
S. Girishankar, "Answering the Call," Communications Week, No. 304, (Jun. 11, 1990) p. 24.
T. Smith, "Rockwell ACD Software Improves Caller Services," Network World, vol. 7, No. 25 (Jun. 18, 1990) pp. 35, 38.
Aspect Call Center Product Specification, (Oct. 13, 1989) p. 37.
D. Matheson, "ISDN: The Technology Has Discovered Its Purpose," Telemarketing, (May, 1990) pp. 44-47.
AT&T News Release, Voice Mark Service, (Jan. 23, 1990).
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