Telephonic communications – Audio message storage – retrieval – or synthesis – Multilingual system or operation
Patent
1991-10-23
1994-05-10
Dwyer, James L.
Telephonic communications
Audio message storage, retrieval, or synthesis
Multilingual system or operation
379 67, 379266, 379209, 379214, 379142, 379127, 379309, H04M 164, H04M 156
Patent
active
053115740
ABSTRACT:
An automatic call distribution system wherein, when no agent is immediately available, and the calculated delay before an agent is likely to become available is above a predetermined threshold, a record is made of the calling number (either received as part of call set up or inputs from the caller), and the record is queued. When an agent becomes available, or after a predetermined time, the ACD removes the top entry from the queue, places a call to the received calling number, and presents the call to an available agent.
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AT&T Bell Laboratories
Dwyer James L.
Johannesen Michael B.
Tsang Fan
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