ACD arrangement for automatically returning a call at a time specified by the original caller
Patent 5185782 Issued on February 9, 1993. Estimated Expiration Date: 
February 8, 2011. Estimated Expiration Date is calculated based on simple USPTO term provisions. It does not account for terminal disclaimers, term adjustments, failure to pay maintenance fees, or other factors which might affect the term of a patent.
February 8, 2011. Estimated Expiration Date is calculated based on simple USPTO term provisions. It does not account for terminal disclaimers, term adjustments, failure to pay maintenance fees, or other factors which might affect the term of a patent.Patent ReferencesAnnouncing waiting times in queuing systems Automated telephone operator overflow device Call handling system Attendant-controlled call message delivery system and method Interactive call distribution processor Switchless automatic call distribution system Patent #: 5036535 InventorAssigneeApplicationNo. 652811 filed on 02/08/1991US Classes:379/210.01, Reserved call (e.g., return call, call back, scheduled call, reestablished call)379/88.2, Automatic Number Identification (ANI)379/88.25, Message storage in centralized location (e.g., central office, PBX, etc.)379/207.03, Time (e.g., time of day, expiration of time period, time zone, date)379/207.15, Automatic number identification or calling number identification (ANI or CLID)379/209.01, Repetitive call attempts (e.g., camp-on-busy, retry)379/216.01, Abbreviated dialing or direct call (e.g., hot line)379/266.06Estimating or reporting waiting timeExaminersPrimary: Brown, Thomas W.Attorney, Agent or FirmInternational ClassH04N 003/50AbstractAn automatic callback arrangement for an automatic call-distribution (ACD) system. The arrangement collects and stores the telephone number from which a call is incoming (ANI), estimates how long the call will have to hold in queue before it is answered, and, if the waiting time exceeds a predetermined maximum, prompts the caller to chosse between holding or receiving a return call if the caller is a valid-account holder. If the caller choses a return call, the arrangement prompts the caller for callback time and time-period. The arrangement then verifies whether the caller is a valid account holder. If so, the arrangement places an outgoing call to the stored telephone number when the callback time arrives. If the call does not get through, the arrangement repeatedly periodically repeats placing of the outgoing call, until the call gets through or the callback time-period expires. When it places the outgoing call, the arrangement connects the originating end thereof to an ACD agent to handle the call.Other References
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