System and method for controlling outbound and inbound calls in a telephone communication system
US5247569A · kind A · utility
Assignee
Inventor
Key dates
| Filing date | Jan 13, 1992 |
| Grant date | Sep 21, 1993 |
| Priority date | — |
| Expiry date | Jan 13, 2012 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M3/5238
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
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.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.