Method and apparatus for value-based queuing of telephone calls

Abstract

A priority call queuing system allows the called site to exercise control over the position in a phone queue of an incoming call, based upon an economic value assigned to the incoming call. When the incoming call is received, an interactive voice response unit interrogates the caller and determines information such as, identity of the caller, quantity of items to be ordered, item numbers, catalog numbers and other data from which an economic value of the call can be determined. Thereafter, the call information is used, in conjunction with pricing and other economic data, present in a database at the called site, to assign an economic value to the call. The call's position in the queue is then adjusted in manner that is hidden from the caller, in accordance with the determined economic value. The rank positions of other calls within the queue are adjusted, accordingly.

What is claimed is:  
     
         1 . A method for call processing, comprising the steps of: 
 a) receiving data from a caller to enable determination of an economic value of a call from the caller; and    b) employing said data to determine said economic value for said call; and    c) positioning said call in a queue of calls waiting to be serviced, said call positioned in said queue in accordance with the economic value determined for said call.    
     
     
         2 . The method as recited in  claim 1 , wherein step c) places a call identifier corresponding to said call in said queue in such a manner as to assure an earlier response to said call than other calls in said queue having lower economic values.  
     
     
         3 . The method as recited in  claim 1 , wherein prior to step a) said call is positioned in a queue in accordance with a time of receipt of said call, and step c) repositions said call in said queue in accord with said economic value of said call, to assure a response to said call in accord with said economic value.  
     
     
         4 . The method as recited in  claim 1 , wherein prior to step a) said call is positioned in a first queue in accordance with a time of receipt of said call, and step c) repositions said call in a second queue in accord with said economic value of said call, to assure a response to said call in accord with said economic value.  
     
     
         5 . The method as recited in  claim 1 , wherein steps b) and c) are performed without knowledge of the caller.  
     
     
         6 . The method as recited in  claim 1 , wherein step a) determines order data from said caller which enables an order value to be calculated by step b).  
     
     
         7 . The method as recited in  claim 1 , wherein step a) determines identification data from said caller which identifies a customer represented by said caller, said identification data employed in deriving said economic value for said call.  
     
     
         8 . A system for processing of received calls directed to a plurality of agents, comprising: 
 call distribution means for arranging call identifiers in a first queue and operational to output a message transmission signal;    voice response means operative in accord with said message transmission signal from said call distribution means, for providing messages to a caller whose call identifier is present in said queue, said messages enabling data to be retrieved from said caller to enable an economic value of said call from the caller to be determined and for informing said call distribution means of data derived from responses of said caller; and    said call distribution means, responsive to said informing, for employing said data to determine an economic value for said call, and for positioning said call identifier in a queue of calls awaiting to be serviced, said call positioned in said queue in accordance with the economic value of said call.    
     
     
         9 . The system as recited in  claim 8 , wherein said call distribution means repositions said call identifier in said first queue, to enable a response to said call in accord with said economic value.  
     
     
         10 . The system as recited in  claim 8 , wherein said call distribution means repositions said call identifier in a second queue, to assure a response to said call in accord with said economic value.  
     
     
         11 . The system as recited in  claim 8 , wherein said call distribution means places said call identifier corresponding to said call in said queue in such a manner as to enable an earlier response to said call than other calls in said queue having lower economic values.  
     
     
         12 . The system as recited in  claim 8 , wherein said call distribution means repositions said call identifier without the knowledge of said caller.  
     
     
         13 . The system as recited in  claim 8 , wherein said call distribution means receives order data from said voice response means which enables an order value to be calculated.  
     
     
         14 . The system as recited in  claim 8 , wherein said voice response means receives identification data from said caller which identifies a customer represented by said caller, said identification data employed by said call distribution means in deriving said economic value for said call.  
     
     
         15 . An automatic call distributor (ACD) operative in combination with a voice response unit to process received calls directed to a plurality of agents, comprising: 
 a) means for arranging call identifiers in a first queue;    b) means for outputting a message transmission signal which causes said voice response unit to provide messages to a caller, whose call identifier is present in said first queue, said messages enabling data to be retrieved from said caller, and for receiving from said voice response unit said data retrieved from said caller; and    c) means for employing said data to determine an economic value for said call, and for positioning said call identifier in a queue of calls awaiting to be serviced, said call positioned in said queue of calls awaiting to be serviced in accordance with the economic value of said call.    
     
     
         16 . The ACD as recited in  claim 15 , wherein said means c) repositions said call identifier in said first queue, to assure a response to said call in accord with said economic value.  
     
     
         17 . The ACD as recited in  claim 15 , wherein said means c) repositions said call identifier in a second queue, to enable a response to said call in accord with said economic value.  
     
     
         18 . The ACD as recited in  claim 15 , wherein said means c) places said call identifier corresponding to said call in said queue in such a manner as to enable an earlier response to said call than other calls in said queue having lower economic values.  
     
     
         19 . The ACD as recited in  claim 15 , wherein said means c) repositions said call identifier without the knowledge of said caller.  
     
     
         20 . The ACD as recited in  claim 15 , wherein said means b) receives order data from said voice response means which enables an order value to be calculated.  
     
     
         21 . The ACD as recited in  claim 15 , wherein said voice response means receives identification data from said caller which identifies a customer represented by said caller, said identification data employed by said means c) to derive said economic value for said call.  
     
     
         22 . A memory media for controlling a computer system to perform call processing, said memory media comprising: 
 a) means for controlling a processor to determine data from a caller to enable an economic value of a call from the caller to be determined;    b) means for controlling a processor to employ said data to determine an economic value for said call; and    c) means for controlling said processor controlled by means b) to position said call in a queue of calls awaiting to be serviced, said call positioned in said queue in accordance with the economic value of said call.    
     
     
         23 . The memory media as recited in  claim 22 , wherein means c) controls said processor to place a call identifier corresponding to said call in said queue in such a manner as to enable an earlier response to said call than other calls in said queue having lower economic values.  
     
     
         24 . The memory media as recited in  claim 22 , wherein means a) controls said processor to position said call in a queue in accordance with a time of receipt of said call, and means c) causes said processor to reposition said call in said queue in accord with said economic value of said call, to enable a response to said call in accord with said economic value.  
     
     
         25 . The memory media as recited in  claim 22 , wherein means a) controls said processor to position said call in a first queue in accordance with a time of receipt of said call, and means c) causes said processor to reposition said call in a second queue in accord with said economic value of said call, to assure a response to said call in accord with said economic value.  
     
     
         26 . The memory media as recited in  claim 22 , wherein functions of means b) and c) are performed without the knowledge of the caller.  
     
     
         27 . The memory media as recited in  claim 22 , wherein means a) controls said processor to determine order data from said caller which enables an order value to be calculated by means b).  
     
     
         28 . The memory media as recited in  claim 22 , wherein means a) controls said processor to determine identification data from said caller which identifies a customer represented by said caller, said identification data employed by means b) in deriving said economic value for said call.  
     
     
         29 . A system for prioritizing incoming telephone calls for ordering goods or services, comprising: 
 means for receiving an incoming telephone call to order goods or services;    means for evaluating said telephone call information and assigning a value rating to said incoming telephone call; and    means for assigning said incoming telephone call to a position in a queue as a function of said value rating.    
     
     
         30 . The system as recited in  claim 29 , wherein said means for extracting includes an interactive voice response unit.  
     
     
         31 . The system as recited in  claim 29 , wherein said means for evaluating includes a computer.  
     
     
         32 . The system as recited in  claim 29 , wherein said means for evaluating evaluates a number of items being ordered in determining said value rating.  
     
     
         33 . The system as recited in  claim 29 , wherein said means for evaluating evaluates a value of a service being ordered in determining said value rating.  
     
     
         34 . The system as recited in  claim 29 , wherein said means for evaluating considers a value that is based on an identity of a customer from whom the call has been received in determining said value rating.  
     
     
         35 . The system as recited in  claim 29 , wherein said means for evaluating and means for assigning are configured as part of an automatic call distributor.  
     
     
         36 . A method for prioritizing incoming telephone calls for ordering goods or services, comprising the steps of: 
 receiving an incoming telephone call to order goods or services;    evaluating said telephone call information and assigning a value rating to said incoming telephone call; and    assigning said incoming telephone call to a position in a queue as a function of said value rating.    
     
     
         37 . The method as recited in  claim 36 , wherein said evaluating step evaluates a number of items being ordered in determining said value rating.  
     
     
         38 . The method as recited in  claim 36 , wherein said evaluating step evaluates a value of a service being ordered in determining said value rating.  
     
     
         39 . The method as recited in  claim 36 , wherein said evaluating step considers a value that is based on an identity of a customer from whom the call has been received in determining said value rating.  
     
     
         40 . The method as recited in  claim 36 , further comprising the step of: 
 informing a caller who initiated the incoming telephone call that the telephone call has been repositioned in a queue of calls so as to assure an earlier response to the call.