Inventors:
B. Scott Smith - Londonderry NH
Gerry L. Pearson - Nashua NH
Frederick P. Kneipp - Nashua NH
Assignee:
Davox Corporation - Billerica MA
International Classification:
H04M 346
H04Q 364
Abstract:
A dynamically adjustable call pacing system computes the average time a call spends on hold. An Average Hold Time is computed and dynamically updated by monitoring the number of current calls on hold and the amount of time by which current calls on hold exceed the average time on hold. Before adjusting the line activation time which controls the frequency at which idle telephone lines are released to a call initiator, the call pacing system determines the sum of the adjustments which have been previously made to the line activation time, and uses this sum to minimize large fluctuations in Average Hold Times.