Telephonic communications – Plural exchange network or interconnection – Connection call model
Patent
1995-11-03
1998-05-19
Hunter, Daniel S.
Telephonic communications
Plural exchange network or interconnection
Connection call model
379113, 379265, 379266, 379309, H04M 700, H04Q 364
Patent
active
057546398
ABSTRACT:
A call-center ACD switch and queuing method are modified either to respond to an arriving call by determining, for those splits that could handle the call, the present values of a parameter that defines what is a best split for handling the call, determining from those present values which split is the best split for handling the call, and then enqueuing the call in the call queue of the best split, or to respond to a call that overflows the call queue of its primary agent split by determining which backup split in which call center is the best backup split for the call, and enqueuing the call in the call queue of the best backup split. Any desirable criteria may be used to determine the best split. A preferred criterion is queue waiting time: the best split is the one whose call queue offers the shortest in-queue waiting time. The waiting time may be either the real estimated waiting time (EWT), or the EWT weighted for other factors (WEWT) A programmable queuing control function directs the ACD switch to obtain, for each call, the EWTs of the splits, to weight these EWTs in order to obtain the corresponding WEWTs, to compare the WEWTs with each other in order to find the split with the shortest WEWT (the best split), and then to enqueue the call in the queue of this best split.
REFERENCES:
patent: 4400587 (1983-08-01), Taylor et al.
patent: 4737983 (1988-04-01), Frauenthal et al.
patent: 4788715 (1988-11-01), Lee
patent: 4829563 (1989-05-01), Crockett et al.
patent: 4953204 (1990-08-01), Cuschleg, Jr. et al.
patent: 5206903 (1993-04-01), Kohler et al.
patent: 5247569 (1993-09-01), Cave
patent: 5278898 (1994-01-01), Cambray et al.
patent: 5291552 (1994-03-01), Kerrigan et al.
patent: 5295184 (1994-03-01), Smith et al.
patent: 5299259 (1994-03-01), Otto
patent: 5309513 (1994-05-01), Rose
patent: 5327490 (1994-07-01), Cave
patent: 5335269 (1994-08-01), Steinlicht
patent: 5384841 (1995-01-01), Adams et al.
patent: 5506898 (1996-04-01), Costantini et al.
patent: 5524147 (1996-06-01), Bean
patent: 5546452 (1996-08-01), Andrews et al.
patent: 5590188 (1996-12-01), Crockett
patent: 5633924 (1997-05-01), Kaish et al.
G. W. Gawrys, Ushering In The Era Of ISDN, AT&T Technology 1986, vol. One, No. One, pp. 2-9.
Flockhart Andrew Derek
Mathews Eugene Paul
Hunter Daniel S.
Lucent Technologies
Volejnicek David
Wolinsky Scott
LandOfFree
Method and apparatus for queuing a call to the best split does not yet have a rating. At this time, there are no reviews or comments for this patent.
If you have personal experience with Method and apparatus for queuing a call to the best split, we encourage you to share that experience with our LandOfFree.com community. Your opinion is very important and Method and apparatus for queuing a call to the best split will most certainly appreciate the feedback.
Profile ID: LFUS-PAI-O-1861321