Patent · US Expired

Automatic call center overflow retrieval system

US5185786A · kind A · utility

62Cited by
5References
10Claims
0Family size

Assignee

Inventor

Key dates

Filing dateNov 13, 1990
Grant dateFeb 9, 1993
Priority date—
Expiry dateNov 13, 2010

Classification

  • Technology area (CPC H)Electricity
  • CPC primaryH04M3/5231
  • WIPO fieldTelecommunications
  • WIPO sectorElectrical engineering

Abstract

Method and apparatus for recovering in-bound calls to a call center, which in-bound calls were directed to overflow. An embodiment of the inventive method includes the steps of: logging telephone numbers of in-bound calls that overflow the handling capacity of the call center, which telephone numbers are provided by the signaling capacity of the network to the call center; determining when call center agents become available; automatically initiating calls back to the logged telephone numbers; detecting when calls are answered; and causing call center agents to be connected thereto.

Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.