Telephone system for audio demonstration and marketing of goods or services
Automated telephone voice service system
Telephone operator voice storage and retrieval system
Customer account online servicing system
System for regulating arrivals of customers to servers
Interactive call distribution processor
Automatic call back system and method of operation
Automatic call returning method for call distributor with message record capability Patent #: 5181236
ApplicationNo. 703158 filed on 05/20/1991
US Classes:379/88.01, Voice activation or recognition379/77, Control by generated tone379/162, Detail of hold circuitry379/207.15, Automatic number identification or calling number identification (ANI or CLID)379/210.01, Reserved call (e.g., return call, call back, scheduled call, reestablished call)379/214.01, Secretarial or answering service379/265.1, Predictive (e.g., anticipating next available agent)379/266.01, Call or agent queuing379/266.06Estimating or reporting waiting time
ExaminersPrimary: Dwyer, James L.
Assistant: Tsang, Fan
Attorney, Agent or Firm
International ClassesH04M 001/274
AbstractA method and an apparatus for improving agent efficiency by reducing non-productive time such as time on hold and time for wrap-up statements. After an agent has been connected to a call the agent may determine that automated handling of the call is appropriate. Depending upon the status of the call the agent may specify that the call has been essentially completed or that the agent is on hold. The agent may speak the name of the connected party and this will be recorded. Then the agent is disconnected from the call and a message playing device, which may also replay the spoken name, is activated. If the response from the connected party indicates that an agent's attention is again needed then the same or a different agent is connected to the call. In addition, a party on hold is provided an estimate of the time before an agent becomes available and/or the number of parties ahead in the holding queue.