Predictive calling scheduling system and method
AssigneeUS West Technologies, Inc.
InventorMichael J. Muller
Life of this patent
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Abstract
A predictive scheduling system and method for assigning a telephone call to a telephone agent. The system includes processing and switching equipment capable of implementing the method steps of generating a plurality of signals representing selected parameters for each of the plurality of agents and for the call, and processing the signals to select an agent, at the time the call is received, to handle the call. The system also implements the method steps of routing the call to an automated dialog system using pre-recorded voice communications from the selected agent, and routing the call to the selected agent.
Claims14
A predictive scheduling method for assigning a telephone call to one of the plurality of telephone agents, the method comprising:
- generating a plurality of signals representing selective parameters for each of the plurality of agents and for the call;
- processing the signals to select an agent to handle the call, said processing including
- calculating the likelihood of availability for each of the plurality of agents based on the plurality of signals representing the selected parameters for each of the plurality of agents and for the call, said calculating including continually updating the likelihood of availability for handling a call, and
- selecting the agent having, at the time the call is received, the greatest calculated likelihood of availability;
- routing the call to an automated dialog system comprising pre-recorded voice communications from the selected agent;
- and
- routing the call to the selected agent.
A predictive scheduling system for assigning a telephone call to one of a plurality of telephone agents, the system comprising:
- means for generating a plurality of signals representing selected parameters for each of the plurality of agents and for the call;
- means for processing the signal to select an agent to handle the call, said processing means including
- means for calculating the likelihood of availability for each of the plurality of agents based on the plurality of signals representing selected parameters for each of the plurality of agents and for the call, said calculating means including means for continually updating the likelihood of availability for handling a call, and
- means for selecting the agent having, at the time the call is received, the greatest calculated likelihood of availability;
- means for routing the call to an automated dialog system comprising pre-recorded voice communications from the selected agent;
- and
- means for routing the call to the selected agent.
Dependencies are inferred from the claim text.