U.S. patent application number 10/116545 was filed with the patent office on 2002-08-15 for method and apparatus for value-based queuing of telephone calls.
Invention is credited to Jorasch, James A., Sparico, Thomas M., Walker, Jay S..
Application Number | 20020110234 10/116545 |
Document ID | / |
Family ID | 25289200 |
Filed Date | 2002-08-15 |
United States Patent
Application |
20020110234 |
Kind Code |
A1 |
Walker, Jay S. ; et
al. |
August 15, 2002 |
Method and apparatus for value-based queuing of telephone calls
Abstract
A priority call queuing system allows the called site to
exercise control over the position in a phone queue of an incoming
call, based upon an economic value assigned to the incoming call.
When the incoming call is received, an interactive voice response
unit interrogates the caller and determines information such as,
identity of the caller, quantity of items to be ordered, item
numbers, catalog numbers and other data from which an economic
value of the call can be determined. Thereafter, the call
information is used, in conjunction with pricing and other economic
data, present in a database at the called site, to assign an
economic value to the call. The call's position in the queue is
then adjusted in manner that is hidden from the caller, in
accordance with the determined economic value. The rank positions
of other calls within the queue are adjusted, accordingly.
Inventors: |
Walker, Jay S.; (Ridgefield,
CT) ; Jorasch, James A.; (Stamford, CT) ;
Sparico, Thomas M.; (Riverside, CT) |
Correspondence
Address: |
WALKER DIGITAL
FIVE HIGH RIDGE PARK
STAMFORD
CT
06905
US
|
Family ID: |
25289200 |
Appl. No.: |
10/116545 |
Filed: |
April 4, 2002 |
Related U.S. Patent Documents
|
|
|
|
|
|
Application
Number |
Filing Date |
Patent Number |
|
|
10116545 |
Apr 4, 2002 |
|
|
|
09633625 |
Aug 7, 2000 |
|
|
|
09633625 |
Aug 7, 2000 |
|
|
|
09360392 |
Jul 23, 1999 |
|
|
|
6222920 |
|
|
|
|
09360392 |
Jul 23, 1999 |
|
|
|
08843153 |
Apr 11, 1997 |
|
|
|
6088444 |
|
|
|
|
Current U.S.
Class: |
379/266.01 |
Current CPC
Class: |
H04Q 2213/1328 20130101;
H04Q 2213/13072 20130101; H04Q 2213/13091 20130101; H04Q 2213/1322
20130101; H04Q 3/64 20130101; H04Q 2213/1325 20130101 |
Class at
Publication: |
379/266.01 |
International
Class: |
H04M 003/00; H04M
005/00 |
Claims
What is claimed is:
1. A method for call processing, comprising the steps of: a)
receiving data from a caller to enable determination of an economic
value of a call from the caller; and b) employing said data to
determine said economic value for said call; and c) positioning
said call in a queue of calls waiting to be serviced, said call
positioned in said queue in accordance with the economic value
determined for said call.
2. The method as recited in claim 1, wherein step c) places a call
identifier corresponding to said call in said queue in such a
manner as to assure an earlier response to said call than other
calls in said queue having lower economic values.
3. The method as recited in claim 1, wherein prior to step a) said
call is positioned in a queue in accordance with a time of receipt
of said call, and step c) repositions said call in said queue in
accord with said economic value of said call, to assure a response
to said call in accord with said economic value.
4. The method as recited in claim 1, wherein prior to step a) said
call is positioned in a first queue in accordance with a time of
receipt of said call, and step c) repositions said call in a second
queue in accord with said economic value of said call, to assure a
response to said call in accord with said economic value.
5. The method as recited in claim 1, wherein steps b) and c) are
performed without knowledge of the caller.
6. The method as recited in claim 1, wherein step a) determines
order data from said caller which enables an order value to be
calculated by step b).
7. The method as recited in claim 1, wherein step a) determines
identification data from said caller which identifies a customer
represented by said caller, said identification data employed in
deriving said economic value for said call.
8. A system for processing of received calls directed to a
plurality of agents, comprising: call distribution means for
arranging call identifiers in a first queue and operational to
output a message transmission signal; voice response means
operative in accord with said message transmission signal from said
call distribution means, for providing messages to a caller whose
call identifier is present in said queue, said messages enabling
data to be retrieved from said caller to enable an economic value
of said call from the caller to be determined and for informing
said call distribution means of data derived from responses of said
caller; and said call distribution means, responsive to said
informing, for employing said data to determine an economic value
for said call, and for positioning said call identifier in a queue
of calls awaiting to be serviced, said call positioned in said
queue in accordance with the economic value of said call.
9. The system as recited in claim 8, wherein said call distribution
means repositions said call identifier in said first queue, to
enable a response to said call in accord with said economic
value.
10. The system as recited in claim 8, wherein said call
distribution means repositions said call identifier in a second
queue, to assure a response to said call in accord with said
economic value.
11. The system as recited in claim 8, wherein said call
distribution means places said call identifier corresponding to
said call in said queue in such a manner as to enable an earlier
response to said call than other calls in said queue having lower
economic values.
12. The system as recited in claim 8, wherein said call
distribution means repositions said call identifier without the
knowledge of said caller.
13. The system as recited in claim 8, wherein said call
distribution means receives order data from said voice response
means which enables an order value to be calculated.
14. The system as recited in claim 8, wherein said voice response
means receives identification data from said caller which
identifies a customer represented by said caller, said
identification data employed by said call distribution means in
deriving said economic value for said call.
15. An automatic call distributor (ACD) operative in combination
with a voice response unit to process received calls directed to a
plurality of agents, comprising: a) means for arranging call
identifiers in a first queue; b) means for outputting a message
transmission signal which causes said voice response unit to
provide messages to a caller, whose call identifier is present in
said first queue, said messages enabling data to be retrieved from
said caller, and for receiving from said voice response unit said
data retrieved from said caller; and c) means for employing said
data to determine an economic value for said call, and for
positioning said call identifier in a queue of calls awaiting to be
serviced, said call positioned in said queue of calls awaiting to
be serviced in accordance with the economic value of said call.
16. The ACD as recited in claim 15, wherein said means c)
repositions said call identifier in said first queue, to assure a
response to said call in accord with said economic value.
17. The ACD as recited in claim 15, wherein said means c)
repositions said call identifier in a second queue, to enable a
response to said call in accord with said economic value.
18. The ACD as recited in claim 15, wherein said means c) places
said call identifier corresponding to said call in said queue in
such a manner as to enable an earlier response to said call than
other calls in said queue having lower economic values.
19. The ACD as recited in claim 15, wherein said means c)
repositions said call identifier without the knowledge of said
caller.
20. The ACD as recited in claim 15, wherein said means b) receives
order data from said voice response means which enables an order
value to be calculated.
21. The ACD as recited in claim 15, wherein said voice response
means receives identification data from said caller which
identifies a customer represented by said caller, said
identification data employed by said means c) to derive said
economic value for said call.
22. A memory media for controlling a computer system to perform
call processing, said memory media comprising: a) means for
controlling a processor to determine data from a caller to enable
an economic value of a call from the caller to be determined; b)
means for controlling a processor to employ said data to determine
an economic value for said call; and c) means for controlling said
processor controlled by means b) to position said call in a queue
of calls awaiting to be serviced, said call positioned in said
queue in accordance with the economic value of said call.
23. The memory media as recited in claim 22, wherein means c)
controls said processor to place a call identifier corresponding to
said call in said queue in such a manner as to enable an earlier
response to said call than other calls in said queue having lower
economic values.
24. The memory media as recited in claim 22, wherein means a)
controls said processor to position said call in a queue in
accordance with a time of receipt of said call, and means c) causes
said processor to reposition said call in said queue in accord with
said economic value of said call, to enable a response to said call
in accord with said economic value.
25. The memory media as recited in claim 22, wherein means a)
controls said processor to position said call in a first queue in
accordance with a time of receipt of said call, and means c) causes
said processor to reposition said call in a second queue in accord
with said economic value of said call, to assure a response to said
call in accord with said economic value.
26. The memory media as recited in claim 22, wherein functions of
means b) and c) are performed without the knowledge of the
caller.
27. The memory media as recited in claim 22, wherein means a)
controls said processor to determine order data from said caller
which enables an order value to be calculated by means b).
28. The memory media as recited in claim 22, wherein means a)
controls said processor to determine identification data from said
caller which identifies a customer represented by said caller, said
identification data employed by means b) in deriving said economic
value for said call.
29. A system for prioritizing incoming telephone calls for ordering
goods or services, comprising: means for receiving an incoming
telephone call to order goods or services; means for evaluating
said telephone call information and assigning a value rating to
said incoming telephone call; and means for assigning said incoming
telephone call to a position in a queue as a function of said value
rating.
30. The system as recited in claim 29, wherein said means for
extracting includes an interactive voice response unit.
31. The system as recited in claim 29, wherein said means for
evaluating includes a computer.
32. The system as recited in claim 29, wherein said means for
evaluating evaluates a number of items being ordered in determining
said value rating.
33. The system as recited in claim 29, wherein said means for
evaluating evaluates a value of a service being ordered in
determining said value rating.
34. The system as recited in claim 29, wherein said means for
evaluating considers a value that is based on an identity of a
customer from whom the call has been received in determining said
value rating.
35. The system as recited in claim 29, wherein said means for
evaluating and means for assigning are configured as part of an
automatic call distributor.
36. A method for prioritizing incoming telephone calls for ordering
goods or services, comprising the steps of: receiving an incoming
telephone call to order goods or services; evaluating said
telephone call information and assigning a value rating to said
incoming telephone call; and assigning said incoming telephone call
to a position in a queue as a function of said value rating.
37. The method as recited in claim 36, wherein said evaluating step
evaluates a number of items being ordered in determining said value
rating.
38. The method as recited in claim 36, wherein said evaluating step
evaluates a value of a service being ordered in determining said
value rating.
39. The method as recited in claim 36, wherein said evaluating step
considers a value that is based on an identity of a customer from
whom the call has been received in determining said value
rating.
40. The method as recited in claim 36, further comprising the step
of: informing a caller who initiated the incoming telephone call
that the telephone call has been repositioned in a queue of calls
so as to assure an earlier response to the call.
Description
FIELD OF THE INVENTION
[0001] The present invention relates to a system and method for
controlled queuing of incoming calls to a vendor and, more
particularly, to a system and method for changing an assigned
position of a call in a queue, with the change being dependent upon
the value of the call to the vendor.
BACKGROUND OF THE INVENTION
[0002] As more and more companies offer telephone access to a
customer service staff, problems associated with waiting on hold
have grown. Such problems include, for example, excessively long
waits, full queues that cannot accept additional callers, and
accidental disconnects. These problems have engendered a high level
of frustration and ill will among callers. Some companies now
routinely inform calling customers who are on hold how long a
current wait is expected to last before a service representative
will be available to take the call.
[0003] In general, when a caller is placed in a call queue, the
caller's queue position is dependent upon the receipt time of the
call at the vendor location. No consideration is given to the
identity of the caller or the potential value of the call. While
this is a democratic way to handle incoming calls, it may not be
good for business. For instance, a large number of low business
value calls may be in a queue when a high business value call is
received. As a result, the high business value call is subjected to
a long wait while the low business value calls are answered--with
attendant dissatisfaction on the part of the high business value
caller.
[0004] Some companies offer various levels of speed-of-answer
services to their customers. This is especially important whereon
hold time can tie up valuable business activities of the caller.
Thus, a company might offer one "for cost" telephone number for a
service which guarantees no more than a five-minute wait and
another, less expensive, telephone number which guarantees that an
agent will be available in no more than a one hour wait. Incoming
callers are thus charged more for the shorter response guarantee
time than for calls with a longer response guarantee time.
[0005] To implement an automatic call answering/queuing system of
the type described above, manufacturers offer a range of products.
Ordinarily, automatic call answering systems include a private
branch exchange (PBX) which processes an incoming call and
identifies the number dialed using a dialed number identification
service function (DNIS). Once that information is stored, the PBX
checks a routing database for DNIS routing instructions and routes
the call to an automatic call distributor (ACD), which may be a
separate entity or be incorporated into the PBX's functionality.
The ACD logs each call in memory and assigns each call a rank based
on, for instance, the order in which the call arrived. If there are
currently N calls in a queue, the ACD normally assigns a next call
received from the PBX to position N+1 in the queue.
[0006] When the PBX indicates to the ACD that an agent is available
to answer a call, the call residing at the top of the queue in the
ACD is removed and sent to the PBX, which takes the corresponding
incoming line off hold and routes the call to the available agent.
The ACD then moves up each call in the queue and the process
continues.
[0007] If the system is provided with an automatic voice response
capability, it includes an interactive voice response unit (IVRU).
The IVRU is utilized to periodically communicate with incoming
callers, indicating position in the queue and a waiting time until
the call is expected to be answered.
[0008] U.S. Pat. No. 5,020,095 to Morganstein et al. describes a
call processing apparatus which queues calls that are waiting to be
connected to a service position. The apparatus calculates a queue
position and wait time and transmits the queue data to the calling
party. U.S. Pat. No. 5,444,774 to Friedes describes an interactive
queuing system for a call center and collects initial information
from the caller while the call is in the holding queue. The
information input by the caller enables the apparatus to query a
database and to retrieve additional information needed to service
the caller's call. That information is then displayed to a next
available agent when the call is received by that agent.
[0009] U.S. Pat. No. 5,561,707 to Katz describes a telephone
interface system which is adapted to select or qualify a set of
callers, acquire data from the callers in the set and to
statistically analyze the acquired data. U.S. Pat. No. 4,788,715 to
Lee describes an automatic call distributor system wherein calls
waiting in a queue are informed of expected wait time until
connection to an agent. The announcements are periodically updated
to reassure customers that they are progressing in the queue. The
customers are also given the opportunity to leave a message if they
do not wish to wait in the queue.
[0010] While the prior art teaches a method for enabling a caller
to arrange, prior to a call, for access to a priority queuing
arrangement, there is need for a queuing control system which will
enable a call center to arrange calls in a call queue in an order
based on criteria other than the time of a call.
SUMMARY OF THE INVENTION
[0011] Accordingly, it is an object of this invention to provide a
phone queuing system and method which enables the position of a
call in a queue to be moved within the queue in accord with a
determined criteria, other than a time of receipt of a call.
[0012] It is another object of this invention to provide a system
and method for controlling a phone queuing system to reposition
calls within the queue in a manner that may be masked from the
caller.
[0013] In accordance with the invention, a priority call queuing
system allows a called site to exercise control over the position
in a queue of an incoming call which has been placed on hold due to
the unavailability of an agent to immediately handle the call. When
the incoming call is received, an interactive voice response unit
interrogates the caller and determines caller information such as:
identity of the caller, quantity of items to be ordered, item
numbers, catalog numbers and other data from which an economic
value of the call can be determined. Thereafter, the call
information is used, in conjunction with pricing and other economic
data present in a database at the called site, to assign an
economic value to the call. The call's position in the queue is
then adjusted in a manner that is masked from the caller, in
accordance with the assigned economic value. The rank positions of
other calls within the queue are then adjusted accordingly.
BRIEF DESCRIPTION OF THE DRAWINGS
[0014] FIG. 1 is a block diagram illustrating a priority phone
queuing system that incorporates the invention.
[0015] FIG. 2 is a block diagram of the private branch exchange
(PBX) of FIG. 1.
[0016] FIG. 3 is a block diagram of the automatic call distributor
(ACD) of FIG. 1.
[0017] FIG. 4a is a schematic drawing showing a call database
maintained within the PBX of FIG. 2.
[0018] FIG. 4b is a schematic drawing of a product order database
maintained within the ACD of FIG. 3.
[0019] FIG. 4c is a schematic drawing of a value database
maintained within the ACD of FIG. 3.
[0020] FIGS. 5-8 comprise a flow chart illustrating the process by
which calls are processed in rank.
DETAILED DESCRIPTION OF THE INVENTION
[0021] Referring to FIG. 1, a priority phone queuing system
incorporating the invention comprises a PBX 10, an ACD 12 and an
IVRU 14. PBX 10 receives incoming calls via trunk 15 and is
connected to a plurality of agent terminals 16 via trunk 20. In the
description which follows, it will be assumed that all agent
terminals 16 are busy and that PBX 10 cannot respond to an incoming
call by making a direct connection to an agent terminal 16. As a
result, PBX 10 is forced to place the incoming call on hold. At the
same time, PBX 10 determines the calling telephone number.
[0022] Call data associated with the call (i.e., calling number,
time of call, etc.) is forwarded by PBX 10 to ACD 12. ACD 12 then
creates a record based on the call in databases that are preferably
maintained in the ACD. (It is to be understood that the databases
to be described below may be maintained in PBX 10 rather than ACD
12). ACD 12 then provides a signal to IVRU 14 to communicate with
the caller and to obtain certain data regarding the subject of the
call which will enable an economic value to be assigned to the
call. As an example, assume that the called site offers products
for sale. In such a case, IVRU 14 queries the caller regarding the
identity and quantity of items to be ordered, catalog number,
etc.
[0023] The caller's responses to the queries are preferably
caller-entered DTMF signals that are converted into data values by
IVRU 14. Those values are then transmitted to ACD 12 which updates
its databases regarding the call. Thereafter, ACD 12 determines,
for example, the cost of the items to be ordered so as to develop
an estimated total value of the order and enters the total value
into its databases.
[0024] Once the order data and related value data have been stored,
ACD 12 calculates and assigns a value to the order which is
representative of its economic value. ACD 12 then reviews the call
queue to determine which orders, if any, have a higher assigned
economic value then a current call being considered. If there are
none, the current call is ranked first in the queue and its queue
position is updated accordingly. If the current call has a lower
economic value than any call in the queue, then the current call is
ranked last and its position in the queue is assigned accordingly.
If the current call value is somewhere in the middle of the queue,
ACD 12 finds the closest two economic values, i.e., higher and
lower, and assigns the current call to the queue at a position
between the two calls. The remaining call positions are then
reordered accordingly. Thereafter, the queue is handled in the
conventional manner, with ACD 12 removing each call from the top of
the queue as an agent terminal 16 becomes available.
[0025] The economic value of a call can be based upon a total
number of items to be ordered, a total dollar amount of the order
and/or the profitability of the order and the status of the
customer. The customer status is indicative of a level of
importance of the calling customer. For example, a customer who
averages six orders of over $100 each per year may have a higher
status than a customer who averages one $200 order per year. The
originating location of the call may also be used in determining
the economic value of the call. Each of the aforesaid methods of
valuation equates to assigning an economic value to the call, with
the economic value being particularly relevant to the organization
receiving the call.
[0026] FIG. 2 illustrates components of PBX 10 which include a
conventional switch network 24 that receives incoming calls via
trunk 15 and provides outgoing connections to various ones of agent
terminals 16 (FIG. 1) via trunk 20. The operation of PBX 10 is
controlled by a central processing unit (CPU) 30 which is, in turn,
controlled by procedures stored in random access memory (RAM) 32
and read-only memory (ROM) 34.
[0027] Control procedures and databases used by CPU 30 are held in
data storage device 36 (e.g. a hard disk drive) and are selectively
downloaded to RAM 32, as needed. Stored therein are a call
processor routine 38, a routing database 40 and an agent database
42. Call processor routine 38, when loaded into RAM 32, directs the
handling of incoming calls and control of switch network 24 in a
manner described herein below. Routing database 40 maintains the
necessary internal routing information regarding agent terminals 16
(and any other terminals that are connected to PBX 10). Agent
database 42 provides further information regarding each agent
terminal and is utilized to enable the routing of control signals
and telephone calls between PBX 10 and the individual agent
terminals 16.
[0028] PBX 10 controls communications with each of agent terminals
16 via a communication port 46 and an agent interface 44, with the
signaling occurring over control wiring (not shown). The signaling
may, alternatively, be carried over the internal telephone network.
An ACD interface 48 enables PBX 10 to communicate with ACD 12
(shown in FIG. 3).
[0029] Referring to FIG. 3, ACD 12 is controlled by a CPU 52 and
includes a ROM 53 and a RAM 54, the latter of which maintains a
queue 56 (or queues) of calls awaiting connection to an agent
terminal 16. ACD 12 communicates with PBX 10 via communication port
68 and PBX interface 70, and with IVRU 14 via IVRU interface
72.
[0030] A data storage device 58 includes a call distribution
procedure 60 that enables handling of queue 56 and other functions
performed by ACD 12, to be hereafter described. Data storage device
58 further includes a call database 62, a product order database 64
and a value database 66, all of which will be hereafter described
in conjunction with the schematic illustrations of FIGS. 4a-4c.
[0031] It is to be understood that PBX 10, ACD 12 and IVRU 14 are
all commercially available units. For instance, the Ameritech
Corporation's Call Center provides automated call attendant
functions, automatic call distributor functions and interactive
voice response functions.
[0032] Turning now to FIGS. 4a-4c, three databases are
schematically illustrated which aid in the implementation of the
invention. Call database 62 (FIG. 4a) includes: a listing of the
calling phone number, a call tracking number assigned by ACD 12,
the position of the call within a call queue, assigned and updated
by ACD 12, a time received value which indicates the time the call
was received by PBX 10, and one or more product order number(s),
derived from an interactive process with the caller to be described
below.
[0033] Product order database 64 (FIG. 4b) includes, for each call,
the following entries: the call tracking number for the call, the
quantity of items ordered, the item numbers of the items ordered,
the item price and item description, and a catalog number for each
ordered item. While the system provides the call tracking number,
the remaining data is obtained from the caller. Alternatively, the
system may include locally, or through remote access, pricing data.
Thus, only an item descriptor such as a catalog number need be
obtained from the caller.
[0034] Value database 66 (FIG. 4c) includes, for each call, the
call tracking number, a product order number, the quantity of items
ordered, an assigned economic value as calculated by ACD 12 in a
manner described below, and a resultant queue position assigned by
ACD 12.
[0035] The data contained within call database 62, product order
database 64 and value database 66 are employed to enable ACD 12 and
IVRU 14 to determine the economic value of a current call and the
positioning of the current call in a queue.
[0036] It will be understood that the above-described databases are
intended to illustrate one embodiment of the present invention.
Many alternative database structures and methods of performing the
desired functions will be apparent to those skilled in the art.
[0037] Referring to the flow diagrams of FIGS. 5-8, the process
employed by the present invention will be described. An incoming
call is received by PBX 10 (box 100). PBX 10 determines the called
telephone number and any corresponding extension (box 102). PBX 10
then identifies the caller's phone number (box 104) and next
identifies the route to the called number by accessing a dialed
number identification service (DNIS) (box 106). Once the routing
information is obtained from the DNIS, the current call is put on
hold and data regarding the current call is routed to ACD 12 and
IVRU 14 (box 108).
[0038] ACD 12 logs the call and updates call database 62 by
establishing a record for the call, placing the call in call queue
56, and, thereafter, recording the data received from IVRU 14
(described below) regarding the call in the call database.
[0039] Next, IVRU 14 queries the caller regarding the subject of
the call. IVRU 14 will have prestored therein a script which is
utilized during the caller query action. Using the script, IVRU 14
queries the current caller with a series of questions which inquire
into the details of an order (box 110). These details include, for
example, the quantity of items being ordered, identifying item
numbers, catalog numbers, etc. IVRU 14 records the caller responses
(via received signals from the caller's touch-tone key entries)
(box 112). Those responses are then forwarded by IVRU 14 to ACD 12
(box 114). CPU 52 of ACD 12 receives the caller responses from IVRU
14 (box 115) and extracts the corresponding order data (box
116).
[0040] Thereafter, using the procedure illustrated in FIGS. 7 and
8, CPU 52 processes the order information and calculates an
economic value for the call (box 117). In this case, the economic
value is based, for example, on the total dollar amount of the
order, the value of the customer, and may also include the origin
of the calling phone number. Using the caller data, CPU 52 updates
the entries in product order database 64 that correspond to the
call (box 118).
[0041] While the present invention has been so far illustrated with
respect to the sale/purchase of catalog merchandise, it will be
understood that it has broad application to transactions having any
measurable economic value. One such relevant application includes
the purchase of airline or other travel-related tickets. In such an
application, the described process for querying the caller to
determine the economic value of the call is implemented by a script
having particular relevance to the expected mode of travel--for
example the departure location, destination location, and travel
dates planned for air travel. With local or remote access to ticket
cost data, or general rules for pricing travel, the system can then
determine the economic value of the potential airline ticket
purchase, and queue the call appropriately.
[0042] CPU 52 then compares the assigned economic value for the
call to the assigned economic values of calls currently in the call
queue (box 119). If the assigned economic value of the call is
higher than any calls currently in the queue (decision 120), ACD 12
assigns the call to a first position in the call queue (box 122).
If the assigned economic value number of the call is not higher
than all calls in the call queue, it is next determined whether the
call's assigned economic value number is lower than any calls
currently in the queue (box 124). If the call has the lowest value,
it is placed in the last position in the call queue (box 126). If
neither of the above conditions are present, ACD 12 looks for the
next closest assigned economic values above and below the call's
assigned economic value (box 128), and assigns the call to a
position in the call queue between those two values (box 130). The
new rank position for the call is stored in call database 62, and
the positions of the remaining calls in the queue are updated
accordingly (box 132). Thereafter, the new call rank is sent to the
PBX (box 134) to implement the new queue.
[0043] The above description assumes that the call will be moved
ahead in position in the same call queue. An alternative is to move
a call with a relatively high assigned economic value from the call
queue in which it is positioned to a priority queue where there is
a guarantee of response within a short period of time. While it is
preferred that the repositioning of a call in a queue be masked
from the caller, the IVRU could cause a message to be passed to a
valued customer/caller that his call had been re-positioned in the
call queue to achieve a faster response. Such a message might
indicate that the repositioning results from a history of past
dealings with the customer. This would provide the customer with a
sense of reward for his business, and might result in additional
future business.
[0044] A system incorporating the invention will preferably include
safeguards which prevent "low value" calls from being continually
pushed down in the queue. For instance, low value calls, once
positioned in a queue and repositioned N times can then be
interspersed in the call queue among higher value economic calls
(and no longer subject to re-positioning) so as to assure their
being handled within a reasonable time. Alternative procedures can
be determined by those skilled in the art to assure that low value
calls are handled, albeit at a slower rate than high value calls,
at some point.
[0045] It will be understood that the hardware implementation of
the system may be varied depending on the environment, however,
irrespective of the hardware configuration, the functions described
above need to be accomplished to carry out the invention. For
example, the ACD may be entirely omitted if the ACD functionality
is incorporated into the PBX. Thus, incoming calls would be
directly handled by the PBX, which would, in turn, be connected to
the IVRU.
[0046] It should be understood that the foregoing description is
only illustrative of the invention. Various alternatives and
modifications can be devised by those skilled in the art without
departing from the scope of the invention. For instance,
performance of the invention may be accomplished under control of
software which is loaded from one or more media disks, with the
media disks including the necessary code to cause processing means
to carry out the invention. Accordingly, the present invention is
intended to embrace all such alternatives, modifications and
variances which fall within the scope of the appended claims.
* * * * *