Telephonic communications – Centralized switching system – Call distribution to operator
Patent
1995-01-03
1995-08-22
Matar, Ahmad
Telephonic communications
Centralized switching system
Call distribution to operator
379 67, 379210, 379214, H04M 164
Patent
active
054447747
ABSTRACT:
This invention relates to a system and a method for a) queuing a call when no attendants are available to service that call b) soliciting and collecting initial information from the caller while the call is in the holding queue c) querying a database using the collected initial information as search key(s) to retrieve additional information needed to service the call, and d) displaying the collected and/or retrieved information to the next available attendant, as the call is received by that attendant.
REFERENCES:
patent: 3570008 (1971-03-01), Downing et al.
patent: 4150255 (1979-04-01), Theis et al.
patent: 4611094 (1986-09-01), Asmuth et al.
patent: 4943995 (1990-07-01), Daudelin et al.
patent: 4953204 (1990-08-01), Cuschleg, Jr. et al.
patent: 4982420 (1991-01-01), Theis
patent: 5001710 (1991-03-01), Gawrys et al.
patent: 5014303 (1991-05-01), Velius
patent: 5046088 (1991-09-01), Margulies
"The Smart Way to Handle Incoming Callers", Inbound/Outbound Magazine, May 1990, pp. 22, 24, 27, 28, 30-32 & 34 by Keith Dawson.
"IBM's Callpath Explained", Inbound/Outbound Magazine, Oct. 1989, pp. 15, 16 & 18, by Bill Maikranz.
"AT&T No. 1ESS (Electronic Switching System)" AT&T Technical Journal, vol. 43, No. 5, parts 1 and 2, pp. 1831-2609, Sep., 1964.
"The 5ESS Switching System" AT&T Technical Journal, vol. 64, No. 6, part 2, pp. 1305-1564, Jul./Aug., 1985.
"AT&T Conversant Voice System" AT&T Technical Journal, vol. 65, Issue 5, pp. 34-47, Sep./Oct., 1986.
ISDN Architecture and Standards Evolution. AT&T Technical Journal, vol. 65, Issue 1, pp.5-55, Jan./Feb., 1986.
"No. 4 ESS" Bell System Technical Journal (BSTJ) vol. 56, No. 7, pp. 1015-1320, Sep., 1977.
AT&T Corp.
Freedman Barry H.
Matar Ahmad
LandOfFree
Interactive queuing sytem for call centers does not yet have a rating. At this time, there are no reviews or comments for this patent.
If you have personal experience with Interactive queuing sytem for call centers, we encourage you to share that experience with our LandOfFree.com community. Your opinion is very important and Interactive queuing sytem for call centers will most certainly appreciate the feedback.
Profile ID: LFUS-PAI-O-2147809