Interactive call processor to facilitate completion of queued calls

Abstract

call processing apparatus for queuing calling parties waiting to be connected to a service position, and for calculating queue position data or wait time data and transmitting the queue data to the calling parties. The queued calling parties can also reach alternate destinations by inputting digit information for routing queued calling parties to such destinations.

Description

This is a continuation of &o to block 56. When an incoming call remains unanswered for the preset period time, it is placed in a queue (block 56) and the number of calls in the queue proceeding the instant call is determined. The queueing of telephone calls in the call processor 10 is arranged and maintained in a conventional manner, well known according to ACD techniques. From block 56, the program flow -proceeds to block 62 where it is determined whether the number of incoming calls which remain unanswered is greater than a preset limit. While not shown, those skilled in the art will readily realize that the queue can be entered, via block 62, by routes other than from block 56. As one example, a calling party may be placed in the queue after a predetermined time parameter is exceeded, such as waiting for a response or servicing by the system.

The queue limitation disadvantage noted above is obviated by an affirmative processor decision according to block 62. In such case, control is branched to block 64 (FIG. 2b) where a message is transmitted to the calling party concerning a full queue. If a full queue message is not to be transmitted to the calling party, the calling party is promptly disconnected 66 and processing returns to other routines for detecting new incoming calls or to service routines such as indicated by block 69. If a full queue message is to be played, as shown by block 68, such message is retrieved from the digital announcement circuit 32 and transmitted to the calling party. The message content may be in the nature of "We are unable to connect you to our reservations personnel right now, but we will connect you to our voice store and forward facilities if you dial `1`, our customer service if you dial `2`, or to our operator assistance if you dial `3` . . . " The message can continue as to other optional destinations. Such alternate destinations may be other specified queues, other specified individuals, other organizations which may assist the caller, etc. A selection of another queue is carried out by the call processor 10 by entering another call processing routine which coordinates the call processing steps associated with the other queue. In the event one of the destinations satisfies the desired of the calling party, the corresponding digit information input by the calling party is received 70, and the call is processed based on the destination selected 72 by the calling party. On the other hand, if no digit information is input by the calling party, a default destination is selected 74, such as the operator assistance 18. The default destination, programmed according to block 74 can be one of a variety of destinations which also can be reached by a caller selection based on the result of program block 72. In any event, if the digits input by the calling party, or the default destination is programmed for connection to the voice store and forward facility 38, program flow branched to a routine 76 for accessing a voice store and forward facility 38. If an alternate destination is input by the calling party, or is identified as a default destination, program flow branches back to block 46 for processing in accordance with the program flow described above. In order to connect the calling party to an operator assistant 18, the telephone number associated therewith is retrieved 78 and outpulsed to the telephone switching system 12. The telephone switching system 12 receives such number and provides a talking path between the operator assistant 18 and the outgoing subscriber line 16 on which the extension number was outpulsed.

If the destination determined by either of the program flow blocks 72 or 74 denotes a voice store and forward facility 38, the telephone number associated therewith is retrieved and outpulsed to the telephone switching system 12. This step is illustrated in access routine 76 as block 80 (FIG. 2c). If no answer is detected from the voice store and forward facility 38, as noted by block 82, the telephone number of the facility is outpulsed again in an attempt to again access such facility. On the other hand, if the voice messaging facility 38 responds, the pertinent mailbox number if outpulsed 84 to the voice messaging facility 38. Importantly, the mailbox number associated with the destination initially input by the calling party is outpulsed 84 to the telephone switching system 12. In addition, digit information is transmitted to the telephone switching system 12 to place the voice messaging facility 38 in a recording mode, as shown by program flow block 86. The calling party is then connected 88 to the voice messaging facility 38, and the call processor 10 is returned to the call processing routine. Further details as to accessing the voice messaging facility, as depicted by routine 76, are described in U.S. Pat. No. 5,099,509 entitled "Integration of Voice Store and Forward Facility", assigned to Dytel Corporation. The disclosure of such patent is incorporated herein by reference thereto.

With reference back to program flow block 62 of FIG. 2a, a branch is made to block 90 (FIG. 2d) is the number of waiting calls is less than the preset limit. In such instance, the call processor 10 determines whether a message is to be transmitted to the calling party concerning either the number of calls in the queue or the average answer time. In accordance with the spectra data maintained according to program flow block 56 and 58, both such delay spectra information is available. The decision as to the call processing route to take in accordance with the block 90 can be preprogrammed in advance. For example, a check bit programmed to a "0" by a programmer or installer of the call processor 10 may signify that the message transmitted to the calling party pursuant to block 90 is the delay spectral data concerning the number of calls in the queue. On the other hand, the programming of such check bit to a digital "1" may indicate that the route taken from block 90 causes a message transmission to the calling party concerning the average answer time.

Assuming for purposes of example, that the call processor 10 has been programmed for transmission of the number of calls in queue, a message is retrieved 92 from the digital announcement circuit 32, as cross-referenced by the actual number of the calls in the queue calculated according to block 56. In other words, a number, such as 14, is calculated in program flow block 56 as to the number of calling parties in the queue. Such calculation can be utilized for use in cross-referencing the look-up table 36 to find a voice message pre-stored in the digital announcement circuit 32 for transmitting 94 the text, "You are the fourteenth person in line for service, please stand by." Of course, a calculated queue number of "5" would result in the cross-referencing and retrieval of a message indicating that the person is the fifth in line for connection to an attendant position 20-22.

Proceeding with the example, the message retrieved from the digital announcement circuit 32 is transmitted to the calling party. In addition, appended to the queue location number if a voice message transmitted concerning the connection to various other destinations. The appended message may be in the nature of an instruction to input a first digit for connection to the voice messaging facility 38, a second digit for being placed on hold, a third digit for disconnection, a fourth digit for connection to another destination, a fifth digit for connection to operator assistance 18, or a sixth digit for connection to prerecorded marketing or advertising messages. Options and messages other than those shown can be provided. In the event that the sixth option is elected by the calling party, the call processor 10 waits while the advertising message, or messages, are played, to detect the input of digit information by the calling party as to the election of options one to five. If no other options are selected during the advertising message, the call is disconnected. If no digit information is received at all from the calling party according to block 96, call processing is routed to block 97 for accessing a predetermined default destination. While a queued calling party has selected and is listening to the message selected pursuant to the input of the sixth digit, the call processor maintains the queued calling party in respective position in the queue.

However, on the input 96 of digit information by the calling party, program flow branches to block 98 where call routing is carried out by the call processor 10 based on the digit information input by the calling party. If digit information input corresponds to the connection to a voice messaging facility 38, program flow branches to routine 76, as described above. On the other hand, if the calling party inputs digit information for being placed on hold, the call processor 10 is directed to a call holding routine 100 (FIG. 2e). The call holding routine 100 is executed by placing the calling party in the queue in the order it was received, as shown in program flow block 102. The processor then returns 104 to regular call processing.

A disconnect for terminating the telephone call is carried out according to program flow block 106, wherein the calling party is disconnected, thereby freeing the incoming trunk 14 for serving other calling parties. A return 108 of the call processor 10 is then made to carry on normal call processing. If another destination is desired by the calling party, program flow is branched to block 46, as described above in FIG. 2a. Also, the connection of operator assistance 18 to the calling party, either by the receipt of digit information by the calling party, or through a default route 110, is effected by retrieving the pre-stored extension number and outpulsing the same to the telephone switching system 12. The calling party is thereby connected to the operator assistant 18 in the manner described above. Program control is then returned to block 48 for outpulsing the extension number of the operator assistant 18, as described in detail in U.S. Pat. No. 4,696,028.

In the event that the call processor 10 has been programmed for transmitting to the calling party the average answer time, the call processor 10 proceeds from program flow block 90 of FIG. 2d to block 114. Here, the call processor 10 utilizes the average wait time calculated according to software routine 58 as an index in a look-up table 36 for accessing a particular message pre-stored in the digital announcement circuit 32. For example, if the average answer time is calculated to be between zero and twelve seconds, a message is retrieved from the digital announcement circuit 32 which apprises the calling party that the average wait time is up to twelve seconds. For other calculated average wait times, various other messages may be retrieved from the digital announcement circuit 32. As further examples, arbitrary time periods of 13-30 seconds, 31-60 seconds, 1-2 minutes, 2-3 minutes, and more than 3 minutes may be employed as time period segments and for accessing the look-up table 36 and retrieving corresponding average answer time messages from the announcement circuit 32 for transmission to the calling parties. Once the average wait time is calculated and correlated to a particular message, such message is retrieved 116 from the announcement circuit 32, and transmitted to the calling party. This action is depicted by program flow block 94. All processing continues as noted above by the flow taken from block 94.

FIG. 2f illustrates an exemplary queue service routine 120 which is periodically executed by the CPU 26 of the call processor 10. The queue service routine 120 is entered via program flow block 122, and is then directed to block 124 where it is determined whether or not the queue should be serviced, based upon preset parameters. One such parameter may include a specified time period. In other words, the CPU 26 periodically scans the status of the queue to determine if further action is required to advance the callers in the queue to expedite call completions. If it is determined that servicing of the queue is required, program control branches back to block 50 where a destination number is transmitted to the switching system. On a negative determination of the decision according to program flow block 124, control branches to another decision block 126 where it is determined whether or not there exists any disconnects of the calling parties which have been answered but which had previously been queued. An affirmative response indicates that an agent may be currently available to receive a call which is presently being queued. If not, call processing returns 128 to the mainline program for continued processing of calls according to the invention. If, on the other hand, a calling party has been disconnected, program control branches back to flow block 50 where a digit transmission is effected to the telephone switching system 12 in an attempt to determine if the general call will now be answered.

From the foregoing, there is disclosed system apparatus and corresponding methods for enhancing call completions to telephone switching system type equipment. An important technical advantage of the invention is the prevention of "ACD jail" by giving the calling parties options to complete telephone calls to alternate destinations, when all service positions are busy. An additional technical advantage presented by the invention is that the queued calling parties are informed of their relative position in the queue, thereby alleviating notions that progress is not being made in completing their calls. An associated technical advantage of the invention is that in determining the number of calls in the queue or the average answer time of calling parties, delay spectra information is automatically generated for management purposes. Yet another technical advantage of the invention is the enforcement of queue limitation, whereby calling parties exceeding a maximum number are not allowed to remain in the queue waiting for traffic service positions to open which thereby block other incoming calls from reaching other available destinations.

While the preferred embodiment of the invention has been disclosed with reference to a specific call processor system and method of call processing, it is to be understood that many changes in detail may be made as a matter of engineering choices without departing from the spirit and scope of the invention, as defined by the appended claims.

Claims

1. A method for operating a call processor in conjunction with a telecommunication switching system which has no calling party queuing facilities to achieve automatic call distribution functions, comprising the steps of:

receiving by the call processor incoming calls from calling parties, which incoming calls are directed to the switching system;

receiving from the calling parties, by the call processor, destination information;

in response to each respective incoming call, requesting service of the switching system by the call processor;

in response to an acknowledgment of the respective requests for service by the switching system, transmitting by the call processor to the switching system the respective destination information;

determining by the call processor whether any of the respective destinations associated with the destination information are busy or unavailable;

for calling parties unserviced by an attendant, and who had input destination information associated with respective destinations determined by the call processor to be busy or unavailable, placing such unserviced calling parties in a queue; and

periodically transmitting destination information by the call processor to the switching system to determine whether or not a respective destination is busy or unavailable, and if a respective destination is available, causing a respective queued calling party to be connected by a speech path through the switching system to the available destination.

2. The method of claim 1, further including queuing in one queue the calling parties inputting destination information defining a common destination.

3. The method of claim 1, further including hook-flash signalling by the call processor to the switching system to request service thereof.

4. The method of claim 1, further including providing off-hook signals by the call processor to the switching system to request service.

5. The method of claim 1, further including forming different calling party queues for different destinations when said calling parties input destination information association associated with plural busy or unavailable destinations.

6. The method of claim 1, further including analyzing by the call processor the destination information input by the calling parties to determine if the respective call is to a destination in which calling parties should be queued.

7. The method of claim 1, further including transmitting to the queued calling parties a message to input dialed information for disconnection from the queue, and in response to the input of the dialed information by a queued calling party, the call processor disconnects the calling party from the queue.

8. The method of claim 1, further including transmitting to the calling parties a message to input dialed information for placing a calling party on hold, and in response to the dialed information the call processor places the calling party inputting the dialed information in a queue.

9. A method for operating a telecommunication system comprising a call processor in conjunction with the telecommunication system, comprising the steps of:

configuring said call processor to process incoming calls from a plurality of calling parties, which incoming calls are directed to a switching system;

receiving from said calling parties, by said call processor, destination information;

configuring said switching system to identify to said call processor whether any of respective destinations associated with the destination information received from said calling parties are available;

for any of said calling parties unserviced by an attendant and who had input destination information associated with a respective destination determined by said call processor to not have an attendant available at that time, forming at least one calling party queue for each respective destination and placing any unserviced calling party in said at least one queue of said respective destination associated with said destination information input by said any unserviced calling party; and

periodically transmitting destination information by said call processor to said switching system to determine whether or not said respective destinations associated with said destination information input by said any unserviced calling parties are available, and if available, causing said respective queued unserviced calling parties to be connected to the available respective destinations, and if unavailable, causing at least one message relating to a parameter of said at least one queue to be transmitted to said respective queued calling parties, wherein said at least one message may be different for each of said respective queued unserviced calling parties.

10. The method of claim 9, wherein said at least one message relating to a parameter of said at least one queue comprises a wait time the respective queued unserviced calling party has in said at least one queue before being connected to said respective destinations.11. The method of claim 9, wherein said at least one message relating to a parameter of said at least one queue comprises information referring to the respective queued unserviced calling party's position in said at least one queue relative to said respective destinations.12. A method for operating a telecommunication system comprising a call processor in conjunction with a switching system for allowing said switching system to process incoming telephone calls for connection to one of a plurality of destinations to which calling parties can be queued before being connected thereto, comprising the steps of:

receiving by said telecommunication system incoming calls from calling parties, wherein each of said incoming calls are directed to at least one desired destination of said plurality of destinations selected by each of said calling parties;

forming different calling party queues associated with said plurality of destinations;

determining by said telecommunication system whether said selected at least one desired destination is available;

for each of said incoming calls from calling parties trying to reach said selected at least one desired destination which are determined by said telecommunication system to not be available at that time, placing such unserviced incoming calls in one of said queues associated with said selected at least one desired destination;

calculating a busy status parameter for each of said incoming telephone calls which are queued in said queues;

transmitting at least one message to a said respective one of calling parties associated with said unserviced incoming calls in said queues, said at least one message having a content related to said busy status parameter.