Expected wait-time indication arrangement

Telephonic communications – Centralized switching system – Call distribution to operator

Patent

Rate now

  [ 0.00 ] – not rated yet Voters 0   Comments 0

Details

364554, 364569, 379 88, 379309, H04M 300, H04M 164, H04Q 364, G06G 748

Patent

active

055068987

ABSTRACT:
In an automatic call distribution (ACD) system, an improved estimated waiting time arrangement derives a more accurate estimate of how long a call that is or may be enqueued in a particular queue will have to wait before being serviced by an agent, by using the average rate of advance of calls through positions of the particular queue. For a dequeued call, the arrangement determines the call's individual rate of advance from one queue position to the next toward the head of the queue. It then uses this individual rate to recompute a weighted average rate of advance through the queue derived from calls that preceded the last-dequeued call through the queue. To derive a particular call's estimated waiting time, the arrangement multiplies the present weighted average rate of advance by the particular call's position number in the queue. The arrangement may be called upon to update the derivation at any time before or while the call is in queue. Also, the arrangement performs the estimated waiting time derivation separately and individually for each separate queue. The arrangement advantageously takes into consideration the effect of ACD features that affect the estimated waiting time, including changes in the numbers of agents that are serving the queue due to agent login and logout, multiple split/skill queuing, agents with multiple skills or in multiple splits, priority queuing, interflow, intraflow, and call-abandonment rates.

REFERENCES:
patent: 4788715 (1988-11-01), Lee
patent: 4953204 (1990-08-01), Cuschleg, Jr. et al.
patent: 5025468 (1991-06-01), Sikand et al.
patent: 5206903 (1993-04-01), Kohler et al.
patent: 5214688 (1993-05-01), Szlam et al.

LandOfFree

Say what you really think

Search LandOfFree.com for the USA inventors and patents. Rate them and share your experience with other people.

Rating

Expected wait-time indication arrangement does not yet have a rating. At this time, there are no reviews or comments for this patent.

If you have personal experience with Expected wait-time indication arrangement, we encourage you to share that experience with our LandOfFree.com community. Your opinion is very important and Expected wait-time indication arrangement will most certainly appreciate the feedback.

Rate now

     

Profile ID: LFUS-PAI-O-144647

  Search
All data on this website is collected from public sources. Our data reflects the most accurate information available at the time of publication.