Dana L Bailey

US Patent:

51812363, Jan 19, 1993

Filed:

Sep 25, 1990

Appl. No.:

7/587878

Inventors:

James R. LaVallee - Naperville IL
Jerry M. Hilsenbeck - Naperville IL
James G. Brown - Lombard IL
Roger A. Sumner - Batavia IL
Andre C. Zazzera - St. Charles IL
Dana A. Bailey - Aurora IL

Assignee:

Rockwell International Corporation - El Segundo CA

International Classification:

H04M 164
H04M 1506
H04M 342
H04Q 364

US Classification:

379 67

Abstract:

A method of automatically returning calls to callers (18) who have recorded a message in an ACD mail (22C) controlled message bin (22D) of a voice response unit (22) in response to a stored announcement in an announcement table (22B) selected in accordance with call statistics in a statistics table (22A) from an automatic call distributor (12) to provide the caller with queue information when no agent stations (14) are available. In one mode of operation (FIG. 4), the recorded voice message in queue is automatically provided to an agent when one becomes available in the same manner as an incoming call except an indication is given to the agent station (14) that the incoming call is, in fact, a prerecorded message which requires a cell back. The agent must obtain the telephone number from the recorded voice message and then input the multidigit number to place a return call. In other modes of operation (FIGS.