Arrangement for obtaining information about abandoned calls

Details Arrangement for obtaining information about abandoned calls Arrangement for obtaining information about abandoned calls

1988-11-18

1990-05-08

Ng, Jin F.

Telephonic communications

Emergency or alarm communications

379 45, 379 49, 379127, 379201, H04M 1104, H04M 350, G08B 2500

Patent

active

049244914

ABSTRACT:
An emergency call service system, such as an E911 system, provides service system personnel with the addresses of abandoned calls to facilitate abandoned call follow-up. When a call comes in to a "911" ANI controller (21), the calling number is recorded. If the call is abandoned prior to being assigned by ACD 23 to an agent position (27-28) for being answered, an abandoned call ALI function (25) is invoked to obtain information pertaining to the calling number from a database (20), similarly to a non-abandoned call. When obtained, the information is displayed on equipment (29) such as a printer, terminal, or PC, to make it available to system personnel for use in following up on the call. The ANI controller serves both "911" emergency calls and emergency call-handling agents as well as other calls and other users, by switching the emergency calls to the agents and switching the other calls to the other users.

REFERENCES:
patent: 3881060 (1975-04-01), Connell et al.
patent: 4052569 (1977-10-01), Pirnie, III
patent: 4591665 (1986-05-01), Foster et al.
E. G. DeNigris et al, "Enhanced 911: Emergency Calling with a Plus", Mar. 1980, Bell Laboratories Record, pp. 74-79.
P. Ruggieri, "Dial 911 for Profits", Sound & Communications, May 1984, pp. 9, 10, 13.
AT&T System 85 Release 2, Versions 1-4 Features Reference Manual, Issue 1 (Jul. 1987), pp. 109-1 to 109-13.
Bell Communications Research, E911 Public Safety Answering Point: Interface Between a 1/1AESS.TM. Switch and Customer Premises Equipment, Technical Reference TR-TSY-000350, Issue 1 (11-87).

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