System and method for controlling outbound and inbound calls in

Details System and method for controlling outbound and inbound calls in System and method for controlling outbound and inbound calls in

1992-01-13

1993-09-21

Schreyer, Stafford

Telephonic communications

With usage measurement

Call charge metering or monitoring

379140, 379309, 379266, H04M 322

Patent

active

052475697

ABSTRACT:
There is disclosed an inbound/outbound call handling system and method in which outbound calls are automatically paced so that as attendants become available a valid call is completed to be handled by the available attendant. As an inbound call is received, the system responds by halting attempts to place an outbound call and queueing the inbound call for handling by the next available attendant. The system takes advantage of an algorithm which statistically monitors average call completion time, average attendant in-use time, average time to answer and probability of a valid answer. Call placing and receiving overlap is controllable in conjunction with the monitored statistical parameters to achieve operation around any desired system operating parameter. The system is controlled by a plurality of precisely defined operational tasks operating in a hierarchical manner.

REFERENCES:
patent: 4694483 (1987-09-01), Cheung
patent: 4881261 (1989-11-01), Oliphant et al.

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