Overflow and diversion to a foreign switch
ACD Management information system
Method and apparatus for sharing operators among assistance systems
Computerized system for routing incoming telephone calls to a plurality of agent positions
Automatic call distributor telephone service
Telephone system for connecting a customer to a supplier of goods
Call distribution arrangement
Customer definable integrated voice/data call transfer technique Patent #: 5008930
ApplicationNo. 633918 filed on 12/26/1990
US Classes:379/265.12, Based on agent's skill (e.g., language spoken by agent)379/214.01, Secretarial or answering service379/266.03, Based on time (e.g., age of queued call, time of day, date)379/309Call distribution or queuing
ExaminersPrimary: Dwyer, James L.
Assistant: Hong, Harry S.
Attorney, Agent or Firm
Foreign Patent References
International ClassesH04M 003/00
AbstractAutomatic Call Distribution (ACD) equipment is improved by matching the information needs of an incoming caller with the particular expertise of a telemarketing agent who handles such calls. Each incoming call is assigned up to three prioritized skill numbers that estimate skill requirements of the calling party. Each agent possesses up to four skill numbers that represent various particular abilities of that agent. Numbers 1 through 9 are used. Upon arrival of the incoming call, a search is made for a match between the first caller skill number and an available agent possessing that skill. If no match is found, a similar search is made with respect to the second caller skill number. After a predetermined delay, a search is made with respect to the third caller skill number. When a match is found, the incoming call is connected to the agent possessing that skill. The longer that an incoming call remains unanswered, the larger the pool of agents becomes that will be allowed to handle the call. Although the specific expertise sought may not be matched, the present technique optimizes the matching process when a time constraint is imposed.