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:
Nov. 17, 1992
Filed:
Jan. 28, 1991
Percy B Brown, East Brunswick, NJ (US);
Brenda Casselman, Matawan, NJ (US);
Gerard Conn, Brooklyn, NY (US);
Robert A Malmi, Red Bank, NJ (US);
Valentine C Matula, Granville, OH (US);
Margaret H Redberg, Red Bank, NJ (US);
Dimitri T Stein, Cliffwood, NJ (US);
Bernadette M Strout, Hamilton Township, Mercer County, NJ (US);
American Telephone & Telegraph Company, New York, NY (US);
Abstract
A telemarketing complex is managed by a system that compiles and processes traffic analysis data obtained from customer premises-based information sources as well as public switched telecommunications network-based information sources, such that service levels are automatically and dynamically balanced among telecommunications centers (TCs) in the complex. Typically, the telemarketing complex is comprised of a plurality of ACDs and a plurality of data centers that may be selectively linked to the (TCs) where the telemarketer receives calls. The system includes: (1) an interface to network-based services that report the origin and destination of each of a plurality of calls received by the telemarketer at all locations; (2) an interface to network-based services that enables the telemarketer to affect changes in call processing logic; and (3) a traffic control center processor (TCCP) that accepts input data from all other elements in the system. The system accumulates performance data at the TCCP from each ACD and telemarketer database located at a data center (DC), while contemporaneously monitoring both the origins and destinations of the plurality of calls received at each ACD as well as the initiation of changes in call processing logic. The system analyzes the data to generate signals for implementing call routing changes needed to balance service levels among ACDs or changes in the staffing force levels at selected TCs where calls are received. The process is accomplished in real time, and is repeated at a desired frequency.