Automatic call center overflow retrieval system

Details Automatic call center overflow retrieval system Automatic call center overflow retrieval system

1990-11-13

1993-02-09

Dwyer, James L.

Telephonic communications

Special services

Anonymous party

379142, 379213, 379309, H04M 342, H04M 156, H04M 300

Patent

active

051857863

ABSTRACT:
Method and apparatus for recovering in-bound calls to a call center, which in-bound calls were directed to overflow. An embodiment of the inventive method includes the steps of: logging telephone numbers of in-bound calls that overflow the handling capacity of the call center, which telephone numbers are provided by the signaling capacity of the network to the call center; determining when call center agents become available; automatically initiating calls back to the logged telephone numbers; detecting when calls are answered; and causing call center agents to be connected thereto.

REFERENCES:
patent: 4652700 (1987-03-01), Matthews et al.
patent: 4797911 (1989-01-01), Szlam et al.
patent: 4829563 (1989-05-01), Crockett et al.
patent: 4896345 (1990-01-01), Thorne
patent: 4924491 (1990-05-01), Compton et al.
Bell Atlantic Publication entitled: "Repeat Call Return Call".

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