Patent US4896345A successfully refreshed from Google Patents.
US4896345A
Expired / Lapsed
US
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Call handling system
Assignee: Individual
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Filing: 1989-02-16
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Granted: 1990-01-23
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Expires: 2009-02-16
Abstract
Abstract A call handling system is presented in which an assembly of operators are provided to efficiently handle incoming calls. A first array of operators solely handle incoming calls. A second array of operators are provided to handle incoming calls and to periodically return calls from messages which were recorded during peak times when all operators were busy and incoming calls continued. A microprocessor monitors the recorded messages and, when a predetermined number have accumulated, directs one of the operators to transcribe the messages into memory in the microprocessor. At this point in time, the microprocessor avails itself of certain operators who are capable of handling both incoming and outgoing calls, places the return call, and interconnects the operator with such return call.
Inventors
- 👤 Donald J. Thorne
Bibliographic Details
Application Number
—
Jurisdiction
US
Data Source
google_patents
Last Synchronized
2026-10-25 18:11
CPC Classifications
H; H04; H04M; H04M3/00; H04M3/42; H04M3/50; H04M3/51; H04M3/5158; H04M3/523; H04M3/53; H04M3/533; H04M3/5231
Claims Analysis
Total Claims: 11
Claim 1
Independent Claim
206 words
A telephone call handling system for interconnection with a telephone network, comprising: a first plurality of operator stations operatively connected to the telephone network for receiving incoming calls therefrom; a second plurality of operator stations operatively connected gto the telephone network for receiving incoming calls therefrom, and placing outgoing calls thereon; first switch means interconnected between said second plurality of operator stations and the telephone network for selectively enabling said second plurality of operator stations to receive incoming calls and place outgoing calls; control means operatively connected to said switch means for selectively actuating said first switch means; call distribution means interposed between the telephone network and said first and second plurality of operator stations for selectively distributing said incoming calls to various of said first and second plurality of operator stations, said call distribution means distributing calls first to operator stations of said first plurality and thence to operator stations of said second plurality in the event that all operator stations in said first plurality are in receipt of an incoming call; and recording means interconnected with said call distribution means, said recording means receiving nd recording information from incoming calls when all operator stations of said first and second plurality are connected to calls.
Claim 2
Dependent Claim
206 words
A telephone call handling system for interconnection with a telephone network, comprising: a first plurality of operator stations operatively connected to the telephone network for receiving incoming calls therefrom; a second plurality of operator stations operatively connected gto the telephone network for receiving incoming calls therefrom, and placing outgoing calls thereon; first switch means interconnected between said second plurality of operator stations and the telephone network for selectively enabling said second plurality of operator stations to receive incoming calls and place outgoing calls; control means operatively connected to said switch means for selectively actuating said first switch means; call distribution means interposed between the telephone network and said first and second plurality of operator stations for selectively distributing said incoming calls to various of said first and second plurality of operator stations, said call distribution means distributing calls first to operator stations of said first plurality and thence to operator stations of said second plurality in the event that all operator stations in said first plurality are in receipt of an incoming call; and recording means interconnected with said call distribution means, said recording means receiving nd recording information from incoming calls when all operator stations of said first and second plurality are connected to calls.
Claim 3
Dependent Claim
23 words
The telephonic call handling system according to claim 1, further comprising means for returning such calls as are recorded by said recording means.
Claim 4
Dependent Claim
19 words
The telephonic call handling system according to claim 2, wherein said means for returning calls comprises an automatic dialer.
Claim 5
Dependent Claim
32 words
The telephonic call handling system according to claim 2, further comprising communication means between said second plurality of operator stations and said control means for indicating when return calls can be made.
Claim 6
Dependent Claim
65 words
The telephonic call handling system according to claim 4, wherein said communication means comprises means associated with each of said second plurality of operator stations for indicating to said control means that said operator station is available for making a return call, and means associated with said control means for indicating to said second plurality of operator stations that return calls are available for making.
Claim 7
Dependent Claim
44 words
The telephonic call handling system according to claim 1, wherein one of said second plurality of operator stations is interconnected with said recording means by second switch means for selectively interconnecting said recording means with said one of said second plurality of operator stations.
Claim 8
Dependent Claim
35 words
The telephonic call handling system according to claim 6, wherein said one of said second plurality of operator stations comprises transcription means for transcribing said recorded information from said recording means to said control means.
Claim 9
Dependent Claim
49 words
The telephonic call handling system according to claim 7, wherein said recorded information comprises a telephone number for making a return call, and said control means includes means for accessing a telephone via said telephone number and interconnecting said telephone with one of said second plurality of operator stations.
Claim 10
Dependent Claim
31 words
The telephonic call handling system according to claim 8, wherein each of said first and second plurality of operator stations comprises a video screen and keyboard in communication with a computer.
Claim 11
Dependent Claim
51 words
The telephonic call handling system according to claim 9, wherein said one of said second plurality of operator stations comprises a keyboard nd a split video screen, a first portion of said video screen communicating with said computer, and a second portion of said video screen communicating with said control means.
References Cited (Backward Citations)
USPTO Annuity & Maintenance Windows
| Annuity Stage | Window Opens | Payment Deadline | Surcharge Period Until | Estimated Fee | Status |
|---|---|---|---|---|---|
| 3.5 Years (Year 4) | 1993-01-22 | 1993-07-24 | 1994-01-23 | $2000.00 | Window Closed / Lapsed |
| 7.5 Years (Year 8) | 1997-01-22 | 1997-07-24 | 1998-01-23 | $3760.00 | Window Closed / Lapsed |
| 11.5 Years (Year 12) | 2001-01-22 | 2001-07-24 | 2002-01-23 | $7700.00 | Window Closed / Lapsed |