公开(公告)号：US5181236A

公开(公告)日：1993-01-19

申请号：US587878

申请日：1990-09-25

申请人： James R. LaVallee ,  Jerry M. Hilsenbeck ,  James G. Brown ,  Roger A. Sumner ,  Andre C. Zazzera ,  Dana A. Bailey

发明人： James R. LaVallee ,  Jerry M. Hilsenbeck ,  James G. Brown ,  Roger A. Sumner ,  Andre C. Zazzera ,  Dana A. Bailey

IPC分类号： H04M3/51 ,  H04M3/523 ,  H04M3/533 ,  H04Q1/45

CPC分类号： H04M3/5158 ,  H04M3/523 ,  H04M3/533 ,  H04M2242/22 ,  H04M3/42042 ,  H04M3/5166 ,  H04M3/5231 ,  H04Q1/45

摘要： A method of automatically returning calls to callers (18) who have recorded a message in an ACD mail (22C) controlled message bin (22D) of a voice response unit (22) in response to a stored announcement in an announcement table (22B) selected in accordance with call statistics in a statistics table (22A) from an automatic call distributor (12) to provide the caller with queue information when no agent stations (14) are available. In one mode of operation (FIG. 4), the recorded voice message in queue is automatically provided to an agent when one becomes available in the same manner as an incoming call except an indication is given to the agent station (14) that the incoming call is, in fact, a prerecorded message which requires a cell back. The agent must obtain the telephone number from the recorded voice message and then input the multidigit number to place a return call. In other modes of operation (FIGS. 5 and 6), DTMF tones (D) recorded with the voice message are employed to enable the agent to auto dial the return call in response to the recorded message. In one of these other modes of operation (FIG. 6), the calls are automatically placed by an ACD control computer (20) and connected to an available agent station (14) the same as an original incoming call when answer detection occurs. If no answer detection occurs within a predetermined time limit, then the recorded message is returned to the queue on a preselected priority basis, and after a preselected number of unsuccessful attempts, the number and related information is printed on a printer (32) and removed from storage in the message bin (22D).

摘要翻译： 响应于公告表（22B）中存储的通知，自动向呼叫者（18）自动返回已经在语音响应单元（22）的ACD邮件（22C）控制消息箱（22D）中记录消息的呼叫者的方法， 根据来自自动呼叫分配器（12）的统计表（22A）中的呼叫统计选择，以在没有代理站（14）可用时向呼叫者提供队列信息。 在一种操作模式（图4）中，当与呼入相同的方式变得可用时，队列中记录的语音消息被自动提供给代理，除了向代理站（14）指示进入 呼叫实际上是一个预先记录的消息，需要一个小区回来。 代理人必须从记录的语音留言中获取电话号码，然后输入多位数字才能发出回叫。 在其他操作模式（图5和图6）中，采用记录有语音消息的DTMF音调（D）来使代理能够响应于所记录的消息来自动拨打返回呼叫。 在这些其他操作模式之一（图6）中，呼叫由ACD控制计算机（20）自动放置，并且当应答检测发生时，将其连接到与原始呼入相同的可用代理站（14）。 如果在预定时限内没有发生应答检测，则所记录的消息以预先选择的优先级返回到队列，并且在预选次数不成功的尝试之后，该号码和相关信息被打印在打印机（32）上并被移除 来自消息箱（22D）中的存储。