Method for incoming call answering for automatic call distributors
AssigneeRockwell Semiconductor Systems, Inc.
InventorAnthony J. Dezonno
Life of this patent
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Abstract
A method and apparatus are provided for accepting a call by an automatic call distributor from a public switch telephone network. The method includes the steps of determining an average call wait time between arrival of the call on a trunk line of the automatic call distributor from the public switched telephone network and delivery of the call to a selected agent and delaying acceptance of a call detected on the trunk line from the public switch telephone network by a predetermined time period less than the average call wait time.
Claims21
A method of accepting calls by an automatic call distributor from a public switch telephone network, such method comprising the steps of:
- determining an average call wait time between arrival calls on a trunk line of the automatic call distributor from the public switched telephone network and delivery of the calls to a selected agent;
- and
- delaying acceptance of a call detected on the trunk line from the public switch telephone network by a predetermined time period less than the average call wait time.
Apparatus for accepting calls by an automatic call distributor from a public switch telephone network, such apparatus comprising:
- means for determining an average call wait time between arrival of calls on a trunk line of the automatic call distributor from the public switched telephone network and delivery of the call to a selected agent;
- and
- means for delaying acceptance of a call detected on the trunk line from the public switch telephone network by a predetermined time period less than the average call wait time.
Apparatus for accepting calls by an automatic call distributor from a public switch telephone network, such apparatus comprising:
- a wait time processor which determines an average call wait time between arrival of calls on a trunk line of the automatic call distributor from the public switched telephone network and delivery of the call to a selected agent;
- and
- a delay timer which delays acceptance of a call detected on the trunk line from the public switch telephone network by a predetermined time period less than the average call wait time.
Dependencies are inferred from the claim text.