Revertive calling automatic call distributor

Details Revertive calling automatic call distributor Revertive calling automatic call distributor

1993-12-27

1996-06-18

Hofsass, Jeffery

Telephonic communications

Special services

Anonymous party

379112, 379 92, 379207, 379220, 379265, 379230, H04M 342

Patent

active

055286780

ABSTRACT:
A cooperative network/premises-based automatic call distributor system and method is provided which minimizes networking costs associated with distributing calls to telemarketing agents in multiple locations, minimizes delays in providing desired services to callers, and improves the efficiency of telemarketing agents. A call directed to a telemarketing complex arrives at the network. The caller automatic number identification (ANI) and an identifying tag are forwarded via a data connection to a telemarketing agent management system which identifies an available and desired agent to service the call, and launches a call to the network location associated with the original caller, thus completing the connection. The telemarketing agent management system selects an appropriate agent based on data received from the telemarketing complex and from the network. Interactive queuing may also be performed by the network to provide additional information to assist call distribution and telemarketing agent response. In a further embodiment, the telemarketing agent management system may retrieve caller profile information while the revertive call is launched to the network location associated with the caller. In addition, telemarketing agents may be strategically assigned a priori to network switch locations resulting in superior call setup characteristics for certain calls.

REFERENCES:
patent: 3792202 (1974-02-01), Adams, Jr. et al.
patent: 3912874 (1975-10-01), Botterell et al.
patent: 4577065 (1986-03-01), Frey et al.
patent: 4635251 (1987-01-01), Stanley et al.
patent: 5164983 (1992-11-01), Brown et al.
patent: 5278894 (1994-01-01), Shaw
patent: 5291551 (1994-03-01), Conn et al.
patent: 5303301 (1994-04-01), Takahata
patent: 5309513 (1994-05-01), Rose
patent: 5311574 (1994-05-01), Livanos
patent: 5311583 (1994-05-01), Friedes et al.
patent: 5325424 (1994-06-01), Grube
patent: 5327486 (1994-07-01), Wolff et al.
patent: 5329581 (1994-07-01), Friedes et al.
patent: 5361295 (1994-11-01), Solomon et al.
patent: 5369694 (1994-11-01), Bales et al.
patent: 5392345 (1995-02-01), Otto

Affiliated with

Also associated with

Rating

Revertive calling automatic call distributor does not yet have a rating. At this time, there are no reviews or comments for this patent.

If you have personal experience with Revertive calling automatic call distributor, we encourage you to share that experience with our LandOfFree.com community. Your opinion is very important and Revertive calling automatic call distributor will most certainly appreciate the feedback.

Rate now

Comments { 0 }

Profile ID: LFUS-PAI-O-229573