Automatic customer call back for automatic call distribution systems
US5311574A · kind A · utility
185Cited by
12References
5Claims
0Family size
Assignee
Inventor
Key dates
| Filing date | Oct 23, 1991 |
| Grant date | May 10, 1994 |
| Priority date | — |
| Expiry date | Oct 23, 2011 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04Q3/72
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
An automatic call distribution system wherein, when no agent is immediately available, and the calculated delay before an agent is likely to become available is above a predetermined threshold, a record is made of the calling number (either received as part of call set up or inputs from the caller), and the record is queued. When an agent becomes available, or after a predetermined time, the ACD removes the top entry from the queue, places a call to the received calling number, and presents the call to an available agent.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.