The patent badge is an abbreviated version of the USPTO patent document. The patent badge does contain a link to the full patent document.
The patent badge is an abbreviated version of the USPTO patent document. The patent badge covers the following: Patent number, Date patent was issued, Date patent was filed, Title of the patent, Applicant, Inventor, Assignee, Attorney firm, Primary examiner, Assistant examiner, CPCs, and Abstract. The patent badge does contain a link to the full patent document (in Adobe Acrobat format, aka pdf). To download or print any patent click here.
Patent No.:
Date of Patent:
Jun. 18, 1991
Filed:
May. 04, 1989
Parminder S Sikand, Richmond, CA (US);
Mary J McAllister, San Anselmo, CA (US);
John Henel, Richmond, CA (US);
Allen L Jackson, Penngrove, CA (US);
Karen Bell, Rohnert Park, CA (US);
Harris Corporation, Melbourne, FL (US);
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.