Announcing waiting times in queuing systems

Details Announcing waiting times in queuing systems Announcing waiting times in queuing systems

1986-10-16

1988-11-29

Canney, Vincent P.

Telephonic communications

Audio message storage, retrieval, or synthesis

Dynamic audio signal recording or reproduction

379 88, H04M 164, H04M 165

Patent

active

047887150

ABSTRACT:
In an automatic call distributor system, calls waiting in a queue to receive attendant service are informed of the expected waiting time prior to connection to an attendant. This permits callers to defer a call if the queue is excessively long and they can place the call at a later time. The announcements are periodically updated to reassure customers that they are, in fact, progressing in the queue. Customers are given the opportunity to leave a message such as a telephone number if they do not wish to wait. Advantageously, such an arrangement avoids a situation wherein a customer impatiently disconnects just before being served or waits too long unexpectedly because of absence of information on remaining waiting time.

REFERENCES:
patent: 2922847 (1960-01-01), Dunning
patent: 3111561 (1963-11-01), Dunning
patent: 4066847 (1978-01-01), Giordano
patent: 4150255 (1979-04-01), Theis et al.
J. L. Flanagan et al., "Computer Synthesis of Speech by Concatenation of Formant-Coded Words", Speech Synthesis, 1973, pp. 479-496 (Reprinted from The Bell System Technical Journal, vol. 50, 1971, pp. 1541-1558.)
"Switching Products-5ESS.sup.TM Switch", ISDN Service Descriptions, AT&T 5D5-900-900, Issue 1.00, published by AT&T Company, Apr. 1986, pp. 4.1-3-4.1-4.

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