Global Patent Index - EP 1097557 A1

EP 1097557 A1 2001-05-09 - CALL QUEUING IN A TELECOMMUNICATIONS NETWORK

Title (en)

CALL QUEUING IN A TELECOMMUNICATIONS NETWORK

Title (de)

BILDUNG VON ANRUF-WARTESCHLANGEN IN EINEM TELEKOMMUNIKATIONSNETWERK

Title (fr)

FILE D'ATTENTE D'APPELS DANS UN RESEAU DE TELECOMMUNICATION

Publication

EP 1097557 A1 (EN)

Application

EP 99926609 A

Priority

  • EP 99926609 A
  • EP 98305860 A
  • GB 9901892 W

Abstract (en)

[origin: WO0005867A1] In a call queuing arrangement for a network defining a call centre, a service control function (10) maintains a record of all calls held in a queue so that the estimated time of answer of each such call by a server at an answer centre (16) can be announced to the calling customer. Each incoming call results in a call record process (14) being created for that call and, if the period for which a customer may have to wait exceeds a predetermined threshold, the customer is given an opportunity to request to be re-called by the network at a time close to an expected server free time. The customer's place is usually maintained in the queue such that each call joining the queue is answered approximately in turn. The method avoids maintaining a network connection to a calling customer who does not have to hold their line whilst their service request to the server centre is queued.

IPC 1-7 (main, further and additional classification)

H04M 3/48; H04M 3/51; H04M 3/523

IPC 8 full level (invention and additional information)

H04M 3/48 (2006.01); H04M 3/51 (2006.01); H04M 3/523 (2006.01); H04M 3/487 (2006.01); H04Q 3/72 (2006.01)

CPC (invention and additional information)

H04M 3/48 (2013.01); H04M 3/51 (2013.01); H04M 3/523 (2013.01); H04M 3/42059 (2013.01); H04M 3/487 (2013.01); H04M 2242/22 (2013.01); H04Q 3/72 (2013.01)

Citation (search report)

See references of WO 0005867A1

Designated contracting state (EPC)

BE CH DE ES FR GB IE IT LI NL

DOCDB simple family

WO 0005867 A1 20000203; AU 4379699 A 20000214; CA 2338290 A1 20000203; EP 1097557 A1 20010509