Mary L Mcallister

US Patent:

55154212, May 7, 1996

Filed:

Sep 26, 1994

Appl. No.:

8/311977

Inventors:

Parminder S. Sikand - Richmond CA
Mary J. McAllister - San Anselmo CA

Assignee:

Harris Corporation - Melbourne FL

International Classification:

H04M 164
H04M 300

US Classification:

379 67

Abstract:

A method and apparatus is shown for holding callers in a queue for the broadcast of a message. Callers are assembled by a common attribute such as a caller I. D. The callers are assembled in a queue according to this attribute and according to a suitable priority process. Once the callers are assembled into a set, the priority process has been completed, then all of the callers within the set are connected to receive the same broadcasted message.

US Patent:

50254685, Jun 18, 1991

Filed:

May 4, 1989

Appl. No.:

7/347531

Inventors:

Parminder S. Sikand - Richmond CA
Mary J. McAllister - San Anselmo CA
John Henel - Richmond CA
Allen L. Jackson - Penngrove CA
Karen Bell - Rohnert Park CA

Assignee:

Harris Corporation - Melbourne FL

International Classification:

H04Q 364

US Classification:

379 67

Abstract:

In a telephone automatic call distribution system (ACD), incoming telephone calls are assigned to a queue. Additionally, announcements are peridically provided to the incoming callers usually notifying the caller the system is processing the call and the manner of such processing. The number of agents available to handle calls is controlled by a load factor expressed as a ratio of incoming calls in the queue to number of agents available. This load factor is used as a threshold level, which when exceeded, causes the system to add an additional agent or additional groups of agents, increasing the probability the calls longest in the queue will be answered. The oldest call or the call that was first in and not yet answered is passed along to the next available agent group added to the system. Additionally, to insure the timing of the periodic announcements is consistent, the announcement system is kept separate from the call distribution system so any changes in the call agent group assignment will not effect the frequency of the announcements. When the load factor is exceeded the caller is shifted to another entry level having a lower load factor and a higher probability that an agent will answer.

Author:

Mary Louise McAllister

ISBN #:

0774806036

Author:

Mary Louise McAllister

ISBN #:

0774810629

Author:

Mary Louise McAllister

ISBN #:

0774810637

Author:

Mary Louise McAllister

ISBN #:

0887571220