Patents Represented by Attorney V. L. Hamann, H. F. Sewell
  • Patent number: 5181236
    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.
    Type: Grant
    Filed: September 25, 1990
    Date of Patent: January 19, 1993
    Assignee: Rockwell International Corporation
    Inventors: James R. LaVallee, Jerry M. Hilsenbeck, James G. Brown, Roger A. Sumner, Andre C. Zazzera, Dana A. Bailey