WO2007142717A3 - Automated system and method for handling human and caller queues - Google Patents

Automated system and method for handling human and caller queues Download PDF

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Publication number
WO2007142717A3
WO2007142717A3 PCT/US2007/006970 US2007006970W WO2007142717A3 WO 2007142717 A3 WO2007142717 A3 WO 2007142717A3 US 2007006970 W US2007006970 W US 2007006970W WO 2007142717 A3 WO2007142717 A3 WO 2007142717A3
Authority
WO
WIPO (PCT)
Prior art keywords
acd
automated system
queues
identifier
branch
Prior art date
Application number
PCT/US2007/006970
Other languages
French (fr)
Other versions
WO2007142717A2 (en
Inventor
Labhesh Patel
Sanjeev Kumar
Mukul Jain
Joseph F Khouri
Schmuel Shaffer
Original Assignee
Cisco Tech Inc
Labhesh Patel
Sanjeev Kumar
Mukul Jain
Joseph F Khouri
Schmuel Shaffer
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
Application filed by Cisco Tech Inc, Labhesh Patel, Sanjeev Kumar, Mukul Jain, Joseph F Khouri, Schmuel Shaffer filed Critical Cisco Tech Inc
Publication of WO2007142717A2 publication Critical patent/WO2007142717A2/en
Publication of WO2007142717A3 publication Critical patent/WO2007142717A3/en

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
    • H04M3/5232—Call distribution algorithms
    • H04M3/5236—Sequential or circular distribution
    • 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
    • H04M3/5238—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing with waiting time or load prediction arrangements

Abstract

A system for handling service requests received from end-users that include telephone callers and persons who are physically present at a branch or store. The system includes an ACD (15) and a ticket dispenser(17) coupled with the ACD. The ticket dispenser being operable to first dispense a ticket having an identifier to each person who requests service at the branch or store, and then electronically communicate the identifier to the ACD. The ACD includes one or more queues to order calls received from the telephone callers and identifiers. The ACD routes either a call or a person to an available agent in accordance with an algorithm
PCT/US2007/006970 2006-05-31 2007-03-20 Automated system and method for handling human and caller queues WO2007142717A2 (en)

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
US11/444,851 2006-05-31
US11/444,851 US7606360B2 (en) 2006-05-31 2006-05-31 Automated system and method for handling human and caller queues

Publications (2)

Publication Number Publication Date
WO2007142717A2 WO2007142717A2 (en) 2007-12-13
WO2007142717A3 true WO2007142717A3 (en) 2008-12-04

Family

ID=38790205

Family Applications (1)

Application Number Title Priority Date Filing Date
PCT/US2007/006970 WO2007142717A2 (en) 2006-05-31 2007-03-20 Automated system and method for handling human and caller queues

Country Status (2)

Country Link
US (1) US7606360B2 (en)
WO (1) WO2007142717A2 (en)

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GB2437606B (en) * 2004-05-14 2008-12-24 Orderly Mind Ltd Queuing system, method and computer program product for managing the provision of services over a communications network
CN101262623B (en) * 2007-03-05 2010-07-21 中国移动通信集团公司 Waiting queue notification method and application server based on SMS
US9454736B2 (en) * 2009-03-30 2016-09-27 Q-Nomy Inc. System and method for queue management
US20150039451A1 (en) * 2013-08-05 2015-02-05 Richard Paul Bonfiglio Biometrics for Rapid and Enhanced Service and Hospitality and Quantification Thereof
US20180260864A1 (en) * 2017-03-07 2018-09-13 Facebook, Inc. Merchant-facing Queue Interface

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* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US6059184A (en) * 1995-07-10 2000-05-09 Abbela Eektronick Ab Method and device for turn number systems
US5866890A (en) * 1997-01-16 1999-02-02 Neuner; Diana M. Device and method for sequencing paricipation in a point-of-sale activity
US6845361B1 (en) * 1998-07-21 2005-01-18 Eric M. Dowling Virtual-wait queue for mobile commerce
US20050089053A1 (en) * 2003-10-23 2005-04-28 Telefonaktiebolaget L M Ericsson (Publ) Virtual queuing support system and method

Also Published As

Publication number Publication date
US20070280468A1 (en) 2007-12-06
US7606360B2 (en) 2009-10-20
WO2007142717A2 (en) 2007-12-13

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