DE10013605A1 - Operating call center involves terminals logging on directly to management program, passing connection object, receiving connection monitoring object - Google Patents

Abstract

A call center management program (16) is connected to a network node and monitoring and managing the terminals associated with input or output connections to the node via the management program. The terminals or call center agents (22) sign on directly to the management program, pass a connection object and receive a connection monitoring object from the management program. An independent claim is also included for a circuit for operating a call center.

Description

The invention relates to a method and a scarf arrangement for operating a call center where with the administration program of the call center an input network node is connected and at which Input network nodes incoming or outgoing Connections to call centers assigned to the call center Center agents brokered by the administration program and be monitored.

State of the art

It is known to have an administrative call center brokering and monitoring the program with a Switching system (gatekeeper) is connected to the the call center agents are connected. All ver ties are passed through the administrative program an input network node of the call center via the Switching system mediated, routed or wisely monitored. The administration program is with the Switching system connected via an interface, that works using a CSTA protocol. About one such a message-oriented protocol commun  adorns the administration program through the mediation system with the input network node (gateway) and the Call center agents. The switching system over takes, analogue from well-known ISDN technology Switching systems or analog switching systems building incoming or out outgoing connections or from Verbin between call center agents.

With such a structuring of the call center is disadvantageous that the use of message oriented protocols, such as CSTA or TAPI, complex program controls are necessary, the different for different applications Require programming and were therefore difficult are dardizable.

It also assumes that the entire Mel traffic between the communication endpoints for the purpose of connection monitoring via the Ver averaging takes place, which for reasons of Throughput and reliability is disadvantageous.

Advantages of the invention

Through the procedure for operating a call center with the features mentioned in claim 1 and the Circuit arrangement with those mentioned in claim 2 It will be advantageous to use the program to significantly reduce maintenance costs and below different applications under one Standardize protocol. Because the one  gangs network nodes and the call center agents themselves register directly with the administration program and each pass an assigned connection object, and then a connection from the administration program Obtained surveillance object, it is achieved that Manage the call center directly through the Ver management program is carried out. Interposing a Switching system (gatekeeper) is not necessary. With the possible savings of a hard The product component is the programming and standard of such a management Call centers significantly simplified.

In addition, the elimination of the switching system the throughput and reliability outwardly improved.

Preferred embodiments of the invention result from the features mentioned in the subclaims.

drawings

The invention is in one embodiment example with reference to the accompanying drawings purifies. Show it:

Fig. 1 shows the architecture of a call center in accordance with the prior art;

Fig. 2 shows the architecture of a call center and

Fig. 3 schematically shows the communication structure between an administration program and an agent of the call center.

Description of the embodiment

Fig. 1 shows in a block diagram the architecture of a call center 10 according to the prior art. The call center 10 is connected to a telecommunications network 14 via an input network node 12 . The telecommunications network 14 is, for example, a wired network (for example ISDN or analog) or a radio network. The administration of the call center 10 , in particular the establishment of incoming or outgoing connections, the monitoring of these connections and the internal redirection of these connections, is carried out via an administration program 16 . The management program 16 is connected via an interface 18 to a switching system 20 . The interface 18 works, for example, according to the CSTA protocol. The switching system 20 is connected on the one hand to the input network node 12 (gateway). On the other hand, the call center agents 22 are connected to the switching system 20 . The call center agents 22 are, for example, so-called IP (Voice over Internet telephony) terminals or Voice over IP-capable workstations.

On the basis of the schematic illustration in FIG. 1, it is clear that all connections within the call center 10 must be routed via the switching system 20 (gate keeper). Via the access of the administration program 16 to the gatekeeper 20 , the latter can monitor the individual connections and switch through outgoing connections to free agents 22 . Likewise, connections under at least two agents 22 can be switched by the administration program 16 via the gatekeeper 20 .

The illustration in FIG. 1 takes place merely to illustrate by the following representation in Fig. 2 the essential difference to the structure according to the invention a call center 10th

FIG. 2 also shows a block diagram of a call center 10 with the structure according to the invention, the same parts as in FIG. 1 being provided with the same reference symbols and not being explained again.

It is clear from the illustration in FIG. 2 that the management program 16 is connected on the one hand directly to the input network node 12 and on the other hand to the call center agents 22 . The call center agents 22 are in turn connected directly to the input network node 12 . The arrangement of an additional switching system (gatekeeper) 20 is omitted. The connections 24 between the administration program 16 and the input of the customer 12 or the agent 22 are set up or held via reference-controlled methods. Such reference-controlled procedures (RPC (Remote Procedure Call) connections) are based on the fact that a partner, here the input network node 12 or the agents 22 , a second partner, here the management program 16 , pass a reference which includes that they are ready to set up and hold connections, and the second partner, here the management program 16 , transmits a connection monitoring object to the first node, here the input network node 12 and the agent 22 , based on the received reference. By establishing such a connection, the management program 16 is always informed of the current connection state of the agents 22 and the input network node 12 and can control the agents 22 and the input network node 12 remotely via the connection monitoring object. This includes the establishment of incoming connections via the input network node 12 , the holding of these connections, the establishment of outgoing connections via the input network node 12 and the brokering of connections of the agents 22 with one another. Of course, existing connections can also be terminated by the administration program 16 in this way.

Because the management program 16 is constantly informed via the connections 24 to the agents 22 which of the agents 22 is currently holding a connection 26 to the telecommunications network 14 via the input network node 12 , an assignment to one can be made in the case of incoming new external connections free agents 22 take place. Due to the connection monitoring object sent during the establishment of a connection between the management program 16 and the agents 22 , the management program 16 always has an up-to-date overview of the incoming connections.

Fig. 3 is again schematic to establish and maintain the connection 24 between the management program 16 and a call center agent 22 ver. The call center agent 22 registers the connection 24 with the administration program 16 and simultaneously sends a connection object 28 . The administration program 16 acknowledges receipt of the connection object 28 and hands over to the call center agent 22 a connection monitoring object 30 which permits the monitoring and administration of the call center 10 already explained.

Claims (3)

1. A method for operating a call center, wherein a management program of the call center is connected to an input network node and on the input network node incoming or outgoing connections with the call center associated terminals monitored and brokered by the management program are characterized in that the terminals (call center agents) ( 22 ) register directly with the administration program and transfer a connection object ( 28 ) and then receive a connection monitoring object ( 30 ) from the administration program ( 16 ). 2. Circuit arrangement for operating a call center, the devices ( 22 ) comprising connectable via an input network node ( 12 ) with a telecommunications network ( 14 ), characterized in that an administration program ( 16 ) of the call center ( 10 ) one is directly connected to the input network node ( 12 ) and on the other hand directly to the terminals ( 22 ). 3. Circuit arrangement according to claim 2, characterized in that the connections ( 24 ) between the management program ( 16 ) and the input network node ( 12 ) and the agents ( 22 ) are each realized by an RPC (Remote Procedure Call) interface .