Arrangement for obtaining information about abandoned calls

Details Arrangement for obtaining information about abandoned calls Arrangement for obtaining information about abandoned calls

H - Electricity

04

M

344/0.5

H04M 11/04 (2006.01) G08B 25/00 (2006.01) H04M 3/50 (2006.01) H04M 3/51 (2006.01) H04M 3/523 (2006.01) H04Q 3/00 (2006.01) H04Q 3/72 (2006.01)

Patent

CA 1329840

Abstract An emergency call service system, such as an E911 system, provides service system personnel with the addresses of abandoned calls to facilitate abandoned call follow- up. When a call comes in to a "911" ANI controller, the calling number is recorded. If the call is abandoned prior to being assigned by ACD 23 to an agent position for being answered, an abandoned call ALI function is invoked to obtain information pertaining to the calling number from a database, similarly to a non-abandoned call. When obtained, the information is displayed on equipment such as a printer, terminal, or PC, to make it available to system personnel for use in following up on the call. The ANI controller serves both "911" emergency calls and emergency call-handling agents as well as other calls and other users, by switching the emergency calls to the agents and switching the other calls to the other users.

610052

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