Customer queuing arrangement

Details Customer queuing arrangement Customer queuing arrangement

1996-02-20

1999-02-02

Tsang, Fan S.

Telephonic communications

Centralized switching system

Call distribution to operator

379309, H04M 300

Patent

active

058675728

ABSTRACT:
A customer queuing system receives telephone calls on one port of a switching system for handling by servers attached to output ports of the switching system. The queuing system estimates the waiting time which may be expected by each customer arriving at an input port and utilizes a voice announcement system to inform callers during the queue of the estimated waiting period prior to connection to one of the servers.

REFERENCES:
patent: 4788715 (1988-11-01), Lee
patent: 5020095 (1991-05-01), Morganstein et al.
patent: 5025468 (1991-06-01), Sikand et al.
patent: 5432846 (1995-07-01), Norio
patent: 5506898 (1996-04-01), Costautini et al.
patent: 5511112 (1996-04-01), Szlam
patent: 5592542 (1997-01-01), Honda et al.
patent: 5600710 (1997-02-01), Weisser, Jr. et al.
Perry et al, "Performance Modelling of Automatic Call Distributors: Assignable Grade of Service Staffing", XIV International Switching Symposium, 1992, vol. 1, 25-30 Oct. 1992, Yokohama, Japan, pp. 294-298, XP 000337733.

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