Method and apparatus for dynamic and interdependent processing of inbound calls and outbound calls

Claim 3

The method of claim 1 wherein said step of generating statictics comprises; determining the average duration of said inbound calls; and determining the average duration of said outbound calls.

Claim 4

The method of claim 2 wherein said step of generating statistics further comprises: determining the delay period between the arrival of a said inbound call and the arrival of a following said inbound call; and determining the average delay period between said inbound calls.

Claim 5

The method of claim 2 wherein said step of generating statistics further comprises: determining the proportion of said outbound calls which are answered.

Claim 6

The method of claim 1 wherein said step of generating statistics comprises generating separate statistics for each agent.

Claim 7

The method of claim 5 wherein said step of generating separate statistics comprises: determining the average connection time for inbound calls for each said agent; and determining the average connection time for outbound calls for each said agent.

Claim 8

The method of claim 1 wherein said step of adjusting comprises monitoring the number of available agents and said method further comprises terminating a said outbound call in progress if a said inbound call reduces said number of available agents.

Claim 9

The method of claim 1 and further comprising: allocating a first group of a plurality of telephone trunks to said inbound calls; allocating a second group of a plurality of telephone trunks to said outbound calls; determining the degree of usage of said first group; and adjusting the size of said first group and said second group in response to said degree of usage.

Claim 10

The method of claim 8 wherein said step of determining said degree of usage comprises: determining the most significant inbound trunk; determining the most significant outbound trunk; and determining the number of unused trunks between said most significant inbound trunk and said most significant outbound trunk.

Claim 11

The method of claim 9 wherein said step of determining said degree of usage further comprises: comparing said number of unused trunks with a window value.

Claim 12

The method of claim 10 wherein said window value is user selectable.

Claim 13

The method of claim 10 and further comprising: calculating said window value based upon said statistics for said inbound calls.

Claim 14

The method of claim 10 wherein said step of adjusting said size of said first group and said second group comprises: increasing the number of said telephone trunks in said first group and decreasing the number of said telephone trunks in said second group if said number of unused trunks is less than said window value; and decreasing the number of said telephone trunks in said second group and increasing the number of said telephone trunks in said first group if said number of unused trunks is greater than said window value.

Claim 15

The method of claim 1 and further comprising: generating statistics concerning each agent of said plurality of agents; and wherein said step of adjusting said rate of placement is responsive to said statistics concerning each agent.

Claim 16

The method of claim 14 wherein said step of generating statistics concerning each agent comprises: determining the average time that each agent is connected to an inbound call; and determining the average time that each agent is connected to an outbound call.

Claim 17

The method of claim 15 wherein said step of adjusting said rate of placement is responsive to whether a said agent is connected to an inbound call or an outbound call.

Claim 18

The method of claim 14 wherein said step of adjusting said rate of placement is responsive to the number of agents available.

Claim 19

The method of claim 17 and further comprising: terminating a said outbound call in progress if a said inbound call reduces said number of agents available.

Claim 20

The method of claim 1 and further comprising: measuring the ring time of each said inbound call; comparing said ring time to a desired value; and wherein said step of selectably connecting comprises connecting said inbound call to an agent only if said ring time exceeds said desired value.

Claim 23

The method of claim 20 wherein said step of responding comprises: determining whether the connection of said next inbound call to an available agent will prevent a said outbound call from being quickly connected with an agent; and if so, delaying the answer of said next inbound call.

Claim 24

The method of claim 20 wherein said step of responding comprises: determining whether the connection of said next inbound call to an available agent will prevent a said outbound call from being quickly connected with an agent; and if so, answering said next inbound call and placing said next inbound call on-hold.

Claim 25

The method of claim 20 wherein said step of responding comprises: determining whether the connection of said next inbound call to an available agent will prevent a said outbound call from being quickly connected with an agent; and if so, answering said next inbound call, connecting said next inbound call with a said agent, and terminating a said outbound call.

Claim 26

The method of claim 20 wherein said step of responding comprises: determining whether the connection of said next inbound call to an available agent will prevent a said outbound call from being quickly connected with an agent; and if so, answering said next inbound call, and playing a message to the calling party on said next inbound call.

Claim 27

The method of claim 24 and further comprising: recording any response to said message by said calling party.

Claim 28

The method of claim 24 wherein said message prompts said calling party to provide a response using a telephone keypad; and wherein said method further comprises decoding said response provided by said calling party.

Claim 29

The method of claim 24 wherein said message prompts said calling party to provide a response using a predetermined set of spoken words; and wherein said method further comprises decoding said response provided by said calling party.

Claim 30

The method of claim 24 wherein said message prompts said calling party to provide a response including an account identifier.

Claim 31

The method of claim 28 and further comprising: decoding said response of said calling party to said message; and adding said calling party to a list of parties to be called.

Claim 32

The method of claim 29 and further comprising: placing a call to said calling party when an agent is available.

Claim 33

The method of claim 28 wherein said account identifier comprises at least one of the following: a telephone number, an account number.

Claim 34

For use with a system which accomodates inbound calls and outbound calls, a method for pacing the placement of said outbound calls, comprising the steps of: monitoring the time that a predetermined agent is connected to a call; determining whether said call is an inbound call or an outbound call; if said call is an inbound call then updating the statistics for said predetermined agent for inbound calls; if said call is an outbound call then updating the statistics for said predetermined agent for outbound calls; performing the above steps for each agent of a plurality of agents; calculating the estimated time at which each of said agents will become available, based upon said statistics and considering whether each of said agents is currently on a said inbound call or a said outbound call; and placing a next outbound call at a time determined by the projected availability of at least one of said agents.

Claim 35

For use with a system which accomodates inbound calls and outbound calls, a method for pacing the placement of said outbound calls, comprising the steps of: monitoring the time that a predetermined agent is connected to a call; determining whether said call is an inbound call or an outbound call; if said call is an inbound call then updating the statistics for said predetermined agent for inbound calls; if said call is an outbound call then updating the statistics for said predetermined agent for outbound calls; performing the above steps for each agent of a plurality of agents; calculating the estimated time at which each of said agents will become available, based upon said statistics and considering whether each of said agents is currently on a said inbound call or a said outbound call; and placing a next outbound call at a time determined by the projected availability of at least one of said agents.

Claim 36

The method of claim 32 and further comprising the steps of: monitoring the arrival time for each said incoming call; generating statistics concerning the rate of arrival of incoming calls; and calculating the estimated time at which a next said incoming call will arrive; wherein said next outbound call is placed only if sufficient agents are projected to be available to handle both said next incoming call and said next outbound call.

Claim 37

The method of claim 32 and further comprising: monitoring the arrival time for each said incoming call; placing on-hold, if an agent is not available, said inbound calls and said outbound calls which are answered; monitoring the on-hold time of each call; generating statistics concerning the rate of arrival of incoming calls; and calculating the estimated time at which a next said incoming call will arrive; wherein said next outbound call is placed only if sufficient agents are projected to be available to prevent said on-hold time from exceeding a predetermined time.

Claim 38

The method of claim 34 and further comprising: monitoring the number of calls which are on-hold; if said on-hold time of a said call exceeds a predetermined value then handling said call in accordance with a predetermined procedure.

Claim 39

The method of claim 35 wherein said step of handling is only performed for inbound calls.

Claim 40

The method of claim 35 wherein said system accommodates a plurality of campaigns and said predetermined procedure comprises transferring said call to an agent in a campaign different from the campaign with which said call was associated.

Claim 41

The method of claim 35 wherein said predetermined procedure comprises playing a message to the party associated with said call, said message prompting said party to provide a response including an account identifier.

Claim 42

The method of claim 32 and further comprising: monitoring for a new inbound call; and determining whether the connection of said new inbound call to a next available agent will prevent said next outbound call from being quickly connected with a said agent; and if so, cancelling said next outbound call.

Claim 43

The method of claim 32 and further comprising: monitoring for a new inbound call; and determining whether the connection of said new inbound call to a next available agent will prevent said next outbound call from being quickly connected with a said agent; and if so, delaying the answering of said new inbound call.

Claim 44

The method of claim 32 and further comprising: monitoring for a new inbound call; and determining whether the connection of said new inbound call to a next available agent will prevent said next outbound call from being quickly connected with a said agent; and if so, answering said new inbound call and placing said new inbound call on-hold.

Claim 45

The method of claim 32 and further comprising: monitoring for a new inbound call; and determining whether the connection of said new inbound call to a next available agent will prevent said next outbound call from being quickly connected with a said agent; and if so, answering said new inbound call and playing a message to the calling party on said new inbound call.

Claim 46

The method of claim 42 and further comprising: recording any response to said message by said calling party.

Claim 47

The method of claim 32 wherein said message prompts said calling party to provide a response including an account identifier and said method further comprises: recording said response; and using said response to call said calling party when an agent becomes available.

Claim 48

The method of claim 44 wherein said account identifier comprises at least one of the following: a telephone number; and an account number.

Claim 49

The method of claim 44 wherein said step of using comprises: decoding said response; and adding said calling party to a list of parties to be called.

Claim 50

The method of claim 44 wherein an agent listens to and transcribes said response.

Claim 51

A telephone call processing system, comprising: first means for detecting inbound calls; second means for placing outbound calls by seizing selected ones of a plurality of telephone trunks and dialing telephone numbers thereon; third means for providing status information concerning said outbound calls by monitoring signals on said selected ones of said telephone trunks; a plurality of agent work stations, each said agent work station allowing an agent to converse with a connected party and to view information concerning said connected party; switching means for selectively connecting ones of said telephone trunks to ones of said agent work stations; and control means connected to said first means, said second means, said third means, said plurality of agent work stations, and said switching means, for storing information concerning customers, for responding to said first means detecting an inbound call on an inbound trunk by causing said switch to connect said inbound truck having said inbound call to an available agent work station, and for sending information to said agent work station concerning said customer on said inbound call, for causing an outbound call to be placed on a said outbound trunk by sending a telephone number to said second means, for responding to said third means detecting that said outbound call has been answered by causing said switching means to connect said outbound trunk having said outbound call to an available agent work station, for sending information to said agent work station concerning said customer on said outbound call, for generating statistics concerning said inbound calls and said outboard calls, and for adjusting the rate of placement of said outbound calls in response to said statistics on said inbound calls and said outbound calls.

Claim 52

A telephone call processing system, comprising: first means for detecting inbound calls; second means for placing outbound calls by seizing selected ones of a plurality of telephone trunks and dialing telephone numbers thereon; third means for providing status information concerning said outbound calls by monitoring signals on said selected ones of said telephone trunks; a plurality of agent work stations, each said agent work station allowing an agent to converse with a connected party and to view information concerning said connected party; switching means for selectively connecting ones of said telephone trunks to ones of said agent work stations; and control means connected to said first means, said second means, said third means, said plurality of agent work stations, and said switching means, for storing information concerning customers, for responding to said first means detecting an inbound call on an inbound trunk by causing said switch to connect said inbound truck having said inbound call to an available agent work station, and for sending information to said agent work station concerning said customer on said inbound call, for causing an outbound call to be placed on a said outbound trunk by sending a telephone number to said second means, for responding to said third means detecting that said outbound call has been answered by causing said switching means to connect said outbound trunk having said outbound call to an available agent work station, for sending information to said agent work station concerning said customer on said outbound call, for generating statistics concerning said inbound calls and said outboard calls, and for adjusting the rate of placement of said outbound calls in response to said statistics on said inbound calls and said outbound calls.

Claim 53

The system of claim 48 wherein said control means generates statistics concerning said agents, estimates the rate of future inbound calls and availability of a said agent, and causes a next outbound call to be placed if a said agent is projected to be available to be connected to said next outbound call.

Claim 54

The system of claim 48 wherein said control means comprises means for partitioning said plurality of trunks into inbound trunks and outbound trunks.

Claim 55

The system of claim 50 wherein said control means further comprises: a host device for storing said information concerning said customers; and a system controller for receiving said information from said host device for use in placing said outbound calls, for partitioning said plurality of trunks, for responding to said first means detecting said inbound call, for placing said outbound call, for responding to said third means detecting that said outbound call has been answered, for monitoring each agent work station, for maintaining and updating statistics for each agent work station, and for calculating the estimated time; and wherein a predetermined one of said host device and said system controller sends said information to said agent work station concerning said customer.

Claim 56

The system of claim 51 wherein said system controller sends said information to said agent work station concerning said customer on said inbound call and said outbound call.

Claim 57

The system of claim 51 wherein: said system controller sends said information to said agent work station concerning said customer on said outbound call; and said host device send said information to said agent work station concerning said customer on said inbound call.

Claim 58

The system of claim 50 wherein said system controller monitors the degree of usage of said inbound trunks, and repartitions said plurality of said trunks in response to said degree of usage of said inbound trunks.

Claim 61

The apparatus of claim 55 wherein said control means comprises means for determining the average duration of said inbound calls and the average duration of said outbound calls.

Claim 62

The apparatus of claim 56 wherein said control means further comprises means for determining the delay period between the arrival of a said inbound call and the arrival of a following said inbound call and means for determining the average delay period between said inbound calls.

Claim 63

The apparatus of claim 57 wherein said control means further comprises means for determining the proportion of said outbound calls which are answered.

Claim 66

The apparatus of claim 59 wherein said fifth means designates a first group of a plurality of telephone trunks as inbound trunks, designates a second group of said plurality of telephone calls as outbound trunks and adjusts the rate of placement of said outbound trunks in response to the degree of usage of said first group.

Claim 67

The apparatus of claim 60 wherein said fifth means changes the number of trunks in said first group and in said second group in response to said degree of usage of said first group.

Claim 68

The apparatus of claim 61 wherein said fifth means also adjusts said rate of placement in response to the number of trunks in said second group.

Claim 69

The apparatus of claim 60 wherein said fifth means determines said degree of usage by comparing said number of unused trunks in said first group to a window value.

Claim 70

The apparatus of claim 63 wherein said fifth means decreases said number of trunks in said first group if said number of unused trunks exceeds said window value.

Claim 71

The apparatus of claim 63 wherein said fifth means increases said number of trunks in said first group if said number of unused trunks is less than said window value.

Claim 72

The apparatus of claim 59 wherein said fifth means adjusts said rate of placement by monitoring the time that a said agent is connected to a call, determining whether said call is an inbound call or an outbound call, updating statistics for said agent, predicting the time at which each said agent will become available based upon statistics for each said agent and based upon whether each said agent is handling a said inbound call or a said outbound call, and placing a next said outbound call at a time determined by the predicted time at which a said agent will become available.

Claim 75

The method of claim 67 wherein said step of determining said degree of usage comprises: determining the most significant inbound trunk; determining the most significant outbound trunk; and determining the number of unused trunks between said most significant inbound trunk and said most significant outbound trunk.

Claim 76

The method of claim 68 wherein said step of determining said degree of usage further comprises comparing said number of unused trunks with a window value.

Claim 77

The method of claim 69 wherein said window value is user selectable.

Claim 78

The method of claim 69 and further comprising the step of calculating said window value based upon said degree of usage.

Claim 79

The method of claim 69 wherein said step of adjusting said size of said first group and said second group comprises: increasing the number of said telephone trunks in said first group and decreasing the number of said telephone trunks in said second group if said number of unused trunks is less than said window value; and decreasing the number of said telephone trunks in said second group and increasing the number of said telephone trunks in said first group if said number of unused trunks is greater than said window value.

Claim 80

A telephone call processing system, comprising: first means for detecting inbound calls; second means for placing outbound calls by seizing selected ones of a plurality of telephone trunks and dialing telephone numbers thereon; third means for providing status information concerning said outbound calls by monitoring signals on said selected ones of said telephone trunks; a plurality of agent workstations, each said agent workstation allowing an agent to converse with a connected party and to view information concerning said connected party; switching means for selectably connecting ones of said telephone trunks to ones of said agent workstations; and control means connected to said first means, said second means, said third means, said plurality of agent workstations, and said switching means, for partitioning said plurality of trunks into a group of inbound trunks and a group of outbound trunks, for responding to said first means detecting an inbound call on an inbound trunk by causing said switch to connect said inbound trunk having said inbound call to an available agent workstation, for causing an outbound call to be placed on a said outbound trunk by sending a telephone number to said second means, for responding to said third means detecting that said outbound call has been answered by causing said switching means to connect said outbound trunk having said outbound call to an available agent workstation, monitoring the degree of usage of a selected one of either said group of said inbound trunks or said group of said outbound trunks, and repartitioning said plurality of said trunks in response to said degree of usage.

Claim 81

A telephone call processing system, comprising: first means for detecting inbound calls; second means for placing outbound calls by seizing selected ones of a plurality of telephone trunks and dialing telephone numbers thereon; third means for providing status information concerning said outbound calls by monitoring signals on said selected ones of said telephone trunks; a plurality of agent workstations, each said agent workstation allowing an agent to converse with a connected party and to view information concerning said connected party; switching means for selectably connecting ones of said telephone trunks to ones of said agent workstations; and control means connected to said first means, said second means, said third means, said plurality of agent workstations, and said switching means, for partitioning said plurality of trunks into a group of inbound trunks and a group of outbound trunks, for responding to said first means detecting an inbound call on an inbound trunk by causing said switch to connect said inbound trunk having said inbound call to an available agent workstation, for causing an outbound call to be placed on a said outbound trunk by sending a telephone number to said second means, for responding to said third means detecting that said outbound call has been answered by causing said switching means to connect said outbound trunk having said outbound call to an available agent workstation, monitoring the degree of usage of a selected one of either said group of said inbound trunks or said group of said outbound trunks, and repartitioning said plurality of said trunks in response to said degree of usage.