CA2428433A1 - Automatic call director first in first out accessory - Google Patents

Automatic call director first in first out accessory Download PDF

Info

Publication number
CA2428433A1
CA2428433A1 CA002428433A CA2428433A CA2428433A1 CA 2428433 A1 CA2428433 A1 CA 2428433A1 CA 002428433 A CA002428433 A CA 002428433A CA 2428433 A CA2428433 A CA 2428433A CA 2428433 A1 CA2428433 A1 CA 2428433A1
Authority
CA
Canada
Prior art keywords
call director
automatic call
out accessory
director
resources
Prior art date
Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
Granted
Application number
CA002428433A
Other languages
French (fr)
Other versions
CA2428433C (en
Inventor
Mark J. Williams
Gregory A. Nightingale
Current Assignee (The listed assignees may be inaccurate. Google has not performed a legal analysis and makes no representation or warranty as to the accuracy of the list.)
Virtual Hold Technology Solutions LLC
Original Assignee
Virtual Hold Technology LLC
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Priority to US09/001,492 priority Critical patent/US6563921B1/en
Priority claimed from US09/001,492 external-priority patent/US6563921B1/en
Application filed by Virtual Hold Technology LLC filed Critical Virtual Hold Technology LLC
Priority to CA002428433A priority patent/CA2428433C/en
Priority to US10/436,337 priority patent/US6754334B2/en
Priority to US10/870,854 priority patent/US20040228470A1/en
Publication of CA2428433A1 publication Critical patent/CA2428433A1/en
Application granted granted Critical
Publication of CA2428433C publication Critical patent/CA2428433C/en
Anticipated expiration legal-status Critical
Expired - Lifetime legal-status Critical Current

Links

Classifications

    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2203/00—Aspects of automatic or semi-automatic exchanges
    • H04M2203/20—Aspects of automatic or semi-automatic exchanges related to features of supplementary services
    • H04M2203/2011—Service processing based on information specified by a party before or during a call, e.g. information, tone or routing selection
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/5166—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing in combination with interactive voice response systems or voice portals, e.g. as front-ends
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
    • H04M3/5231—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing with call back arrangements
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/53—Centralised arrangements for recording incoming messages, i.e. mailbox systems
    • H04M3/533—Voice mail systems

Abstract

An external accessory is added to an automatic call director to ensure first in first out operation for connection to primary resources when secondary resources are accessed prior to primary resources. A controller intercepts resource requests for the call director and manages an auxiliary queue to provide first in first out operation. The resource requests are returned to the call director queue once first in first out is guaranteed.
CA002428433A 1997-12-31 2003-05-12 Automatic call director first in first out accessory Expired - Lifetime CA2428433C (en)

Priority Applications (4)

Application Number Priority Date Filing Date Title
US09/001,492 US6563921B1 (en) 1997-12-31 1997-12-31 Automatic call director first in first out accessory
CA002428433A CA2428433C (en) 1997-12-31 2003-05-12 Automatic call director first in first out accessory
US10/436,337 US6754334B2 (en) 1997-12-31 2003-05-12 Automatic call director first in first out accessory
US10/870,854 US20040228470A1 (en) 1997-12-31 2004-06-17 Automatic call director first in first out accessory

Applications Claiming Priority (3)

Application Number Priority Date Filing Date Title
US09/001,492 US6563921B1 (en) 1997-12-31 1997-12-31 Automatic call director first in first out accessory
CA002428433A CA2428433C (en) 1997-12-31 2003-05-12 Automatic call director first in first out accessory
US10/436,337 US6754334B2 (en) 1997-12-31 2003-05-12 Automatic call director first in first out accessory

Publications (2)

Publication Number Publication Date
CA2428433A1 true CA2428433A1 (en) 2004-11-12
CA2428433C CA2428433C (en) 2007-05-01

Family

ID=34068581

Family Applications (1)

Application Number Title Priority Date Filing Date
CA002428433A Expired - Lifetime CA2428433C (en) 1997-12-31 2003-05-12 Automatic call director first in first out accessory

Country Status (2)

Country Link
US (2) US6754334B2 (en)
CA (1) CA2428433C (en)

Families Citing this family (31)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US6236365B1 (en) 1996-09-09 2001-05-22 Tracbeam, Llc Location of a mobile station using a plurality of commercial wireless infrastructures
US9134398B2 (en) 1996-09-09 2015-09-15 Tracbeam Llc Wireless location using network centric location estimators
WO1998010307A1 (en) 1996-09-09 1998-03-12 Dennis Jay Dupray Location of a mobile station
US9875492B2 (en) 2001-05-22 2018-01-23 Dennis J. Dupray Real estate transaction system
US10684350B2 (en) 2000-06-02 2020-06-16 Tracbeam Llc Services and applications for a communications network
US10641861B2 (en) 2000-06-02 2020-05-05 Dennis J. Dupray Services and applications for a communications network
US7787610B1 (en) * 2004-08-10 2010-08-31 Virtual Hold Technology, Llc Automatic call director first in first out load-balancing accessory
US8036374B2 (en) 2005-05-16 2011-10-11 Noble Systems Corporation Systems and methods for detecting call blocking devices or services
US8781092B2 (en) * 2005-05-16 2014-07-15 Noble Systems Corporation Systems and methods for callback processing
US8594311B2 (en) * 2005-06-02 2013-11-26 Virtual Hold Technology, Llc Expected wait time augmentation system and method
US7746999B2 (en) * 2005-08-18 2010-06-29 Virtual Hold Technology, Llc Resource based queue management system and method
US8150023B2 (en) * 2005-10-07 2012-04-03 Virtual Hold Technology, Llc Automated system and method for distinguishing audio signals received in response to placing and outbound call
US7599861B2 (en) 2006-03-02 2009-10-06 Convergys Customer Management Group, Inc. System and method for closed loop decisionmaking in an automated care system
US8233611B1 (en) 2006-03-31 2012-07-31 United Services Automobile Association (Usaa) Member-initiated outbound call
US7809663B1 (en) 2006-05-22 2010-10-05 Convergys Cmg Utah, Inc. System and method for supporting the utilization of machine language
US8379830B1 (en) 2006-05-22 2013-02-19 Convergys Customer Management Delaware Llc System and method for automated customer service with contingent live interaction
US8514872B2 (en) 2007-06-19 2013-08-20 Virtual Hold Technology, Llc Accessory queue management system and method for interacting with a queuing system
US8774387B2 (en) * 2007-06-20 2014-07-08 At&T Intellectual Property Ii, Lp System and method for avoiding hold times on a telephone call
US20090074166A1 (en) * 2007-09-14 2009-03-19 Virtual Hold Technology, Llc. Expected wait time system with dynamic array
US8908847B2 (en) * 2007-11-23 2014-12-09 Foncloud, Inc. System and method for deep dialing phone systems
US9270817B2 (en) * 2007-11-23 2016-02-23 Foncloud, Inc. Method for determining the on-hold status in a call
US9386151B2 (en) 2007-11-23 2016-07-05 Foncloud, Inc. System and method for replacing hold-time with a call-back in a contact center environment
US8515028B2 (en) 2007-11-23 2013-08-20 Foncloud, Inc. System and method for externally mapping an Interactive Voice Response menu
US9288316B2 (en) * 2007-11-23 2016-03-15 Foncloud, Inc. System and method for eliminating hold-time in phone calls
US8855615B2 (en) * 2008-08-25 2014-10-07 International Business Machines Corporation Short messaging service for extending customer service delivery channels
US9538493B2 (en) 2010-08-23 2017-01-03 Finetrak, Llc Locating a mobile station and applications therefor
US8804934B2 (en) 2010-08-31 2014-08-12 Tata Consultancy Services Limited System and method to enable access of multiple service providers in a single call
US8526591B2 (en) 2010-12-21 2013-09-03 Bandwidth.Com, Inc. Systems and methods for implementing a hold-call-back feature in a telecommunications network
US9020131B2 (en) 2011-03-01 2015-04-28 Verizon Patent And Licensing Inc. Contact center call back
US8718272B2 (en) 2011-03-01 2014-05-06 Verizon Patent And Licensing Inc. Contact center routing
US9159246B2 (en) 2012-01-06 2015-10-13 Raytheon Cyber Products, Llc Science, technology, engineering and mathematics based cyber security education system

Family Cites Families (42)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US4325120A (en) * 1978-12-21 1982-04-13 Intel Corporation Data processing system
US4788715A (en) 1986-10-16 1988-11-29 American Telephone And Telegraph Company At&T Bell Laboratories Announcing waiting times in queuing systems
US4805209A (en) 1987-12-09 1989-02-14 International Business Machines Coordinated transfer of voice and information through a digital switch
US4881261A (en) * 1988-06-29 1989-11-14 Rockwell International Corporation Method for predictive pacing of calls in a calling system
US5020095A (en) 1988-11-16 1991-05-28 Dytel Corporation Interactive call distribution processor
US4924491A (en) 1988-11-18 1990-05-08 American Telephone And Telegraph Company Arrangement for obtaining information about abandoned calls
US4896345A (en) 1989-02-16 1990-01-23 Thorne Donald J Call handling system
US5040208A (en) * 1989-11-03 1991-08-13 International Business Machines Corporation Coordinated voice and data display having temporary storage of transaction data
US5155761A (en) 1990-01-26 1992-10-13 Intervoice, Inc. Automatic call back system and method of operation
US5136633A (en) 1990-01-30 1992-08-04 Visa International Service Association International authorization system
US5187735A (en) 1990-05-01 1993-02-16 Tele Guia Talking Yellow Pages, Inc. Integrated voice-mail based voice and information processing system
GB9019164D0 (en) 1990-09-03 1990-10-17 Questech Ltd Improvements in and relating to the processing of video image signals
US5181236A (en) 1990-09-25 1993-01-19 Rockwell International Corporation Automatic call returning method for call distributor with message record capability
US5185786A (en) 1990-11-13 1993-02-09 Dialogic Corporation Automatic call center overflow retrieval system
JPH05507396A (en) 1990-11-20 1993-10-21 テロケント　コミュニケーションズ　コーポレーション call processing system
US5249223A (en) 1991-01-03 1993-09-28 At&T Bell Laboratories Call-load-control arrangement for an emergency-call-answering center
US5185782A (en) 1991-02-08 1993-02-09 A&T Bell Laboratories ACD arrangement for automatically returning a call at a time specified by the original caller
US5309505A (en) 1991-05-20 1994-05-03 Inventions, Inc. Automated voice system for improving agent efficiency and improving service to parties on hold
US5160327A (en) * 1991-05-31 1992-11-03 Vance Products Incorporated Rotational pressure drive for a medical syringe
US5815566A (en) * 1991-10-10 1998-09-29 Executone Information Systems, Inc. Apparatus and method for dynamic inbound/outbound call management and for scheduling appointments
US5311574A (en) * 1991-10-23 1994-05-10 At&T Bell Laboratories Automatic customer call back for automatic call distribution systems
US5283824A (en) 1991-10-25 1994-02-01 At&T Bell Laboratories Calling line identification
US5335269A (en) 1992-03-12 1994-08-02 Rockwell International Corporation Two dimensional routing apparatus in an automatic call director-type system
IT1258194B (en) * 1992-08-26 1996-02-21 Mopa Srl STATION OF DISTRIBUTION OF PRODUCTS ON A SUPPLY LINE OF PACKAGING MACHINES OR POSSIBLE STORAGE
JPH06232982A (en) 1993-02-02 1994-08-19 Fujitsu Ltd Distribution control system for incoming call
US5586179A (en) * 1993-03-17 1996-12-17 Davox Corporation System and method for adding and integrating outbound calling and overall system control to an existing inbound telephone system
US5384841A (en) 1993-10-27 1995-01-24 Rockwell International Corporation Automatic call distribution network with call overload system and method
US5502761A (en) 1994-03-24 1996-03-26 Rolm Company Apparatus and method for relaying calling information to a pager or alternate telephone
US5559878A (en) 1994-05-23 1996-09-24 Teltrust, Inc. Telephonic communications answering and callback processing system
US5519773A (en) 1994-06-07 1996-05-21 Siemens Colm Communications Inc. Call sharing for inbound and outbound call center agents
US5754636A (en) * 1994-11-01 1998-05-19 Answersoft, Inc. Computer telephone system
US6463149B1 (en) * 1995-04-10 2002-10-08 Edify Corporation Web page synchronization system and method
US5657383A (en) 1995-06-06 1997-08-12 Lucent Technologies Inc. Flexible customer controlled telecommunications handling
US5627884A (en) 1995-06-26 1997-05-06 Williams; Mark J. Method for returning inbound calls
US5884032A (en) 1995-09-25 1999-03-16 The New Brunswick Telephone Company, Limited System for coordinating communications via customer contact channel changing system using call centre for setting up the call between customer and an available help agent
US5740238A (en) 1995-11-03 1998-04-14 Lucent Technologies Inc. Method and apparatus for queuing a call to the best backup split
US5974414A (en) 1996-07-03 1999-10-26 Open Port Technology, Inc. System and method for automated received message handling and distribution
US6028925A (en) * 1996-09-23 2000-02-22 Rockwell International Corp. Telephonic switching system, telephonic switch and method for servicing telephone calls using virtual memory spaces
US5999525A (en) 1996-11-18 1999-12-07 Mci Communications Corporation Method for video telephony over a hybrid network
US5946388A (en) 1997-02-06 1999-08-31 Walker Asset Management Limited Partnership Method and apparatus for priority queuing of telephone calls
US6493447B1 (en) * 1997-11-21 2002-12-10 Mci Communications Corporation Contact server for call center for syncronizing simultaneous telephone calls and TCP/IP communications
US6563921B1 (en) * 1997-12-31 2003-05-13 Virtual Hold Technology, Llc Automatic call director first in first out accessory

Also Published As

Publication number Publication date
US20040228470A1 (en) 2004-11-18
US20030190034A1 (en) 2003-10-09
US6754334B2 (en) 2004-06-22
CA2428433C (en) 2007-05-01

Similar Documents

Publication Publication Date Title
CA2428433A1 (en) Automatic call director first in first out accessory
AU2211392A (en) Adaptive resource allocation in a mobile telephone system
AU2541697A (en) Call management system with call control from user workstation computers
BR9813259A (en) Process of automatically configuring settings for a software application on a smart portable communications device, and a smart portable communications device
HK1037086A1 (en) Cooperative television application system having multiple user television equipment devices
CA2147120A1 (en) Modem for a Tight Coupling Between a Computer and a Cellular Telephone
CA2178187A1 (en) Portable electronic device and method for coupling power thereto
CA2315751A1 (en) Call mechanism for static and dynamic linked functions within an object-oriented controller using heterogeneous development tool sets
AU4686293A (en) Particulate laundry detergent compositions with polyvinyl pyrrolidone
BG101797A (en) Integrated circuit controlled transaction management system
WO2002062025A3 (en) Method and apparatus for efficient use of communication resources in a data communication system under overload conditions
AU2777492A (en) Load cell
EP0385595A3 (en) Liquid automatic dishwashing compositions having an optimized thickening system
AU7567294A (en) Soft switching active snubber for semiconductor circuit operated in discontinuous conduction mode
EP0553798A3 (en) Low delay atm switching system using stamped idle cells
CA2243342A1 (en) Stress plate with depending sleeve
GB9420183D0 (en) Fuel controller with an adaptive adder
EP0662726A3 (en) Valve-regulated lead-acid battery.
CA2112509A1 (en) Control System for Parallel Execution of Job Steps in Computer System
AU4524293A (en) Load cell
WO1998033333A3 (en) Congestion control in a communications network
EP1187019A3 (en) Resource management
WO1998027478A3 (en) Overflow agents
CA2179132A1 (en) Fitting for an appliance such as a sink
CA2030110A1 (en) Facsimile device having self-diagnostic function and maintenance and control method thereof

Legal Events

Date Code Title Description
EEER Examination request
MKEX Expiry

Effective date: 20230512