Importance

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Abstract

A system and method for solving problems associated with limited attended answering of telephone calls during peak periods is provided. The system implements a method for controllably and responsively spreading telephone answering activity initiated during peak periods into the periods of lesser activity while maintaining a contact with callers who might otherwise hang-up and be lost. From a system point of view, the system uses a unique organization of commercially available equipment in combination with an original computer software package. The combination provides judicious automatic and unmanned intercession of telephone calls resident in an overflow 'HOLD' queue, relieving a manned portion of the system from having to answer all calls during peak periods. Sufficient information is derived by automatic operation of the invention to permit manned call backs when time and equipment become available. The system selectively implements later manned call placement scheduling as personnel services become available for the call backs. All information necessary to return each incoming call is made available to system personnel on a call-by-call basis.

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First Claim