GB2399256A

GB2399256A - Distributed communications routing using co-operating automatic call distributors

Info

Publication number: GB2399256A
Application number: GB0323371A
Authority: GB
Inventors: Kit Ruparel
Original assignee: MESSAGE PAD Ltd
Current assignee: MESSAGE PAD Ltd
Priority date: 2003-10-07
Filing date: 2003-10-07
Publication date: 2004-09-08
Anticipated expiration: 2023-10-07
Also published as: GB2399256B; GB0323371D0

Abstract

A method and system for distributing calls, or other inbound media, amongst the agents of multiple ACDs that operate on a peer basis, without the use of any centralised queue or call allocater. When an ACD determines the requirement to queue a call, or other media, as no appropriate agent is immediately available, it forwards a Token to all peer ACD's having appropriate rights to handle the communication, which is then queued in each ACD individually following the skill/queue rules of each. When the Token reaches the head of the queue for an agent on any ACD, that ACD allocates a communication path from a reserved stack and returns the identification for said path to the originating ACD. The originating ACD, upon being notified of the immediate availability of an agent on a 'receiving' ACD, re-routes the call to that receiving ACD on the specified communication path. The receiving ACD can identify the call via its arrival on the nominated communications path, so a physical or other static association between the token/signalling path and the media streaming channel is unnecessary, whilst additionally, they need not be carried over the same network media. Once the source ACD has successfully forwarded the call to the receiving ACD/agent, it can then send notification to all other ACDs to remove the initiation token from their respective queues.

Description

Distributed Communications Routing Using Co-operating Automatic Call

Distributors

Field of the Invention

The present invention relates to the distribution of inbound communications in a multiple automatic call distribution environment.

Background to the Invention

Known ACD (Automatic Call Distribution) systems use automated o procedures to assign incoming calls to available human agents employed to handle these calls. Most modern commercial ACD systems include such automatic call assignment procedures.

Calls are typically placed in 'queues' to await the availability of agents able to handle those calls in an orderly fashion. Most modern commercial ACD systems include such queues.

The capability of an agent to handle a specific inbound call is often described by a 'Skill' or 'Role'. Many ACDs will operate multiple queues as a 2 o mechanism for differentiating between the multiple skill sets available to handle a call. Examples of prior art include US 6,408,066 and US 6,314,177.

In recent times, the role of an ACD has grown to encompass many more communication media types beyond just voice call communications, including those considered bidirectional real-time, such as video, text- chat and share screen (screen-synch) to those considered non-real-time, including email, fax and SMS.

Additionally Voice and ACD technology have grown to encompass the so field of Voice over IP (VolP) which utilises generic data network technology to carry the communications streams, whereas traditionally such voice streams P1 126 spec were carried over media-dedicated networks, such as analogue circuits, or digital circuits based on time division multiplexed (TOM) technology.

ACDs of whatever variety have solved a problem whereby the inbound communication has arrived at an ACD server which also has an available agent capacity capable of handling the communication.

However in a communications handling environment where: (i) one ACD cannot scale to the capacity of the agents required for the volume of inbound transactions; or I (ii) one ACD, or its carrier network(s) cannot physically cope with the geographic dispersity of the handling agents; or (iii) the inbound communication path is physically tied to the location of a specific ACD, whereas agent capacity may be available elsewhere; it has become necessary in the marketplace to seek technologies that enable sophisticated communications distribution in a geographically dispersed ACD, or multiple ACD environment.

2 o Technologies exist to be applied in a geographically dispersed environment, which are based in the main on carrying voice calls between premises using technologies such as VolP from a central Gateway resource, and even managing a host of such Gateway resources from central Gatekeepers.

Such prior art is readily described by the Open Standards known as H.323 and SIP.

Alternatively, technologies exist whereby a central 'call management' or global authority' resource monitors, or is informed of, the actions and availability of individual ACDs and is therefore capable of instructing individual ACDs to so transfer calls to other ACDs where agent handling resource is likely to be more available. Examples of such prior art includes US Patents 4,737,983; 5,335,268; 5,528,678; 5,530,744; 5,878,130; and 6,263,065.

All the previous prior art approaches describe either: P1126 spec À A distribution model which requires a single "management" processing resource, co-ordinating activities between multiple ACD's; or A distribution model which relies on the signalling path and media path being the same as the communications stream media.

The prior art systems describe systems whereby ACD's interact through a single "central" resource which embodies a call, an ACD, or an agent state model, and either advises on or controls the communication distribution between lo ACD's. such known systems are dependent on the correct functioning and availability of a single central resource. Incorrect routing decisions can be made due to the central call/state models not being up to date, as they necessarily work on forwarded information which has an inherent latency.

Summary of the Invention

In various aspects, there is provided a method and system for distributing calls, or other inbound media, amongst the agents of multiple ACDs that operate on a peer basis, without the use of any centralised queue or call allocator.

2 o There is provided a communications method and system wherein a plurality of ACD systems each have a corresponding respective plurality of agents. The agents of the multiple ACD systems work together to handle an inbound communications call arriving at any one of the ACD's, which are grouped together.

A plurality of ACD's are organised into a group. When an ACD within the group determines a requirement to queue a call, or other media, if no appropriate agent is immediately available, it forwards a Token to all peer ACD's having appropriate rights to handle the communication, which is then queued in each so ACD individually following a set of skill/queue rules of each ACD. When the Token reaches the head of the queue for an agent on any ACD, that ACD allocates a communication path from a reserved stack and returns the identification for said path to the originating ACD. The originating ACD, upon P1126 spec being notified of the immediate availability of an agent on a 'receiving' ACD, re routes the call to that receiving ACD on the specified communication path.

The receiving ACD can identify the call via its arrival on the nominated communications path, so a physical or other static association between the token/signalling path and the media streaming channel is unnecessary, whilst additionally, they need not be carried over the same network media. Once the source ACD has successfully forwarded the call to the receiving ACD/agent, it can then send notification to all other ACDs to remove the initiation token from o their respective queues.

Upon an inbound communication request, an electronic message is forwarded to each ACD in the group, from the ACD which receives the request.

The electronic message requires that a token representing the inbound communication is placed within a queue in each of the ACD's, awaiting answering by an agent.

Any ACD in which the token reaches the head of a queue then reserve a local agent or other resource to handle the communication, before sending an 2 0 electronic message to the originating ACD, the message being to the effect that the ACD where the token has reached the head of the queue is immediately available to handle the communication.

The source ACD, which originated the communication, then forwards the communication or a communication stream to the destination ACD (the ACD where the token has reached the head of the queue), on a communications path which identifies the communication, in order that the destination ACD may match the transaction with the token, and utilise the reserved agent for handling of the inbound communication.

According to a first aspect of the present invention, there is provided a method of operating one or more communications handling centres using a plurality of automatic call distributors (ACD), routing an inbound communication P1126 spec arriving at any of the ACDs to the first available agent of any other of the ACDs, without requiring a centralised call or agent state model, comprising the steps of: (a) establishing a group of ACD or other CPE communications systems that are to work co-operatively to distribute calls to human agents or other communication handling endpoints; (b) recognising an inability to immediately handle an inbound communication at an ACD (the 'Source ACD'); (c) said Source ACD presenting appropriate details regards the item of inbound work to all other ACDs in the group via a first electronic message; (d) every ACD in the group placing a 'token' in its appropriate queue(s) s according to the details contained in the electronic message and a set of skill/priority rules for said communication according to said ACD's local processing rules; (e) any ACD where the token reaches the head of the queue for an o available agent: (i) reserving that agent for handling of the inbound communication; (ii) allocating and reserving a free media channel endpoint on a communication channel for receipt of the communication from said source ACD, from a stack of endpoints reserved for such purposes; (iii) notifying said source ACD via a second electronic message, so of the agent availability and the nominated communication stream and therefore the intention to become the 'destination ACD' regards the inbound communication; P1 1 26.spec (f) the source ACD upon learning of the immediate availability of a destination ACD via said electronic message: (iv) routes the inbound communication to the destination ACD via the nominated media channel; (v) rejecting via electronic message any further request from any other ACD to become the destination ACD; (vi) notifying via electronic message to all ACDs that the inbound communication has now been handled in order that these ACDs may remove any token regarding the communication from their queues; and (g) the destination ACD, upon receiving a media stream on the nominated communication channel, noting the association between this the communication understood to be handled and the agent now reserved for handling the communication; and therefore connecting the inbound stream to the selected agent.

o Said inbound communications may comprise voice calls arriving on a TOM network, such as a PSTN, or voice calls arriving on a data network, such as the Internet.

Said inbound communications may comprise video calls arriving on a TOM network, such as the PSTN, or video calls arriving on a data network, such as the Internet.

Said inbound communications may comprise Text-Chat sessions arriving on a data network, such as the Internet.

Said inbound communications may comprise an electronic message based request to 'call back' arriving on a data network, such as the Internet.

P1 1 26.spec Said inbound communications may comprise an electronic message based request to 'call back' generated by an interactive system such as IVR.

Said inbound communications may comprise an electronic message based request to 'screen-share' or 'application-share' arriving on a Data network, such as the Internet.

Said inbound communications may comprise non-real-time electronic communications media, such as emails, fax or SMS, or communications of an lo asynchronous type.

Said source ACD may associate multiple media streams (e.g. simultaneous voice and video) with a single communication and therefore: requires each group ACD, via the content in the electronic message, to allocate media channels for each media stream in order to assume the role of a destination ACD; ! the destination ACD is operable to identify the multiple media channels to o connect the inbound call to; and the source ACD is operable to re-route all media streams to the media channels as required by the destination ACD.

2 5 The inbound communication does not necessarily require a human receiver, but may be handled by an electronic receiving resource, such as a fax resource, a voice mail channel, an IVR port, or an answerphone.

Said first electronic message may include information regarding the so communication initiator as gathered by the Source ACD in order that the other ACDs may make informed decisions regarding the communication Skills requirement and Priority.

P1 126 spec For a voice call over the PSTN said information may include the CLI/ANI and DDI/DNIS/DID/MSN as well as information derived from these in conjunction with a database.

A set of skill definitions and data may be common across all ACDs in order that agent allocations to communications are made in a common fashion.

Queue definitions and communication priority data may be commonly applied across all ACDs in order that agent allocations to Communications are I lo made in a common fashion.

Said source ACD may have additional processing logic similar to that of said destination and group ACDs in that it remains capable of allocating the communication to one of its own agents should such agent become available prior to any other destination ACD taking ownership of the communication.

A unique identifier may be allocated to each inbound call and communicated between the Source ACD and Destination ACD in the electronic message in order that the call detail records saved by each system may be 2 o readily associated for diagnostic and reporting purposes.

Either a private local or wide area network may be used for the electronic message exchange between ACDs, including a virtual private network (VPN) or a public network, such as the Internet.

The PSTN may be used for carrying the media stream between ACDs and the communication channel identifier allocated may be a reserved telephone number on the public network terminating at the destination ACD.

A private TOM network may be used for carrying the media stream between ACDs and the communication channel identifier allocated may therefore be a reserved identifier on the network terminating at the destination ACD.

P1 126 spec A private data network may be used for carrying the media stream between ACDs and the communication channel identifier allocated is therefore a reserved network address or port on the network terminating at the destination ACD.

Should the media stream between the source ACD and destination ACD not be able to be utilised and 'connected', the source ACD may then re-advertise the inbound communication to the destination ACD, without informing the other ACDs to remove the token from their queues. I Re-routing of the call as in process (f) may be achieved by the source ACD creating a new outbound call to the media channel required by the destination ACD and internally connecting (switching) the inbound and outbound media streams together. 15:

After making and connecting the new outbound call, the inbound and outbound calls at the source ACD may be 'anti-tromboned' using technologies, selected from the set: TBCT; ECT; DPNSS anti-trombone; and SS7 anti- trombone.

After making and connecting the new outbound call, should the source ACD detect the early termination of the processing of the communication, via in- band or out-of-band means, the communication may be recalled to the Source ACD electronic message to queue the call may be resent to all Group ACDs again in order that another Destination ACD may be found.

The re-routing of the call as in process (f) may be achieved by the source instructing the public (inbound) network of a requirement to re- route the call to the media channel required by the destination ACD via in 'in-band' signal, such as a o sequence of DTMF tones; The re-routing of the call as per in process (f) may be achieved by the source instructing the public (inbound) network of the requirement to re-route the P1 126.spec call to the media channel required by the destination ACD via in 'out-of-band' signal, such as a DPNSS transfer message or an SS7 transfer message.

The source ACD may identify select ACDs from within the group based on any skill, communications traffic, media path availability or other business process logic, and thereby limits the ACDs to which it forwards the electronic message to place the token in those ACD's queues.

The source ACD may identify select ACDs from within the group based on o any Skill, communications traffic, media path availability or other business process logic, and thereby defers the transmission of the electronic message to those ACDs by a period requiring the placing of the token in those ACD's queues.

The source ACD may identify preferred ACDs from within the group based on any skill, communications traffic, media path availability or other business process logic, and thereby within the electronic message to place the token in those ACD's queues may include information regards a period of time to defer the placement.

2 o The source ACD may identify preferred ACDs from within the group based on any skill, communications traffic, media path availability or other business process logic, and thereby within the electronic message to place the token in those ACD's queues may include information as to the priority or queue type in which the token should be placed.

The source ACD may gather statistical predictive information from group ACDs based on those ACDs' skill definitions, communications traffic, media path availability or other business process logic, and thereby limit the ACDs to which it forwards the electronic message to place the token in those ACD's queues.

The processing logic may ensure that the inbound communication would be placed in multiple queues on the source ACD and therefore the electronic P1 1 26.spec message sent to other group ACDs may include instructions for placing the token in multiple queues on each ACD.

The inbound communication may remain unanswered, in network communication terms, until the agent of the destination ACD accepts the call and the rerouting of the inbound communication is either in progress or has been achieved.

The inbound communication may be answered in network communication lo terms, prior to any destination ACD accepting the call, and automated queue comfort' messages are played to the waiting 'caller'.

Each ACD queuing a token on behalf of the source ACD may send electronic messages back to the source ACD that include predicted time-to- answer information, in order that the source ACD may inform the 'caller' of the shortest prediction in the comfort messages.

Communications may be distributed and/or load balanced into the ACDs using PSTN based Intelligent Networking in order that the between-ACD routing iS minimized.

Communications may be distributed and/or load balanced into the ACDs using a CPE distributor in order that the between-ACD routing is minimized; :s In some cases, communications may not be physically 'inbound' but may be new communications initiated by products such as Predictive Diallers or List Diallers, where an outbound communication is queued for agent availability.

According to a second aspect of the present invention, there is provided a system that is a single contact centre, comprising multiple ACDs that use the methods described in any combination of the first aspect.

P1 1 26.spec According to a third aspect of the present invention, there is provided a system that comprises multiple contact centres, comprising multiple ACDs that use the methods described in any combination of the first aspect.

According to a fourth aspect, there is provided a system that embodies the above method, whereby distributed processing logic is performed within multiple processors or software applications on a same processor, having distinct queues within the same physical or software ACD.

According to a fifth aspect of the present invention, there is provided a system comprising a plurality of automatic call distributors each having a corresponding respective plurality of communication handling end points, said system operating to route an inbound communication arriving at any one of said automatic call distributors to a first available agent of any other of said plurality of automatic call distributors without requiring a centralized call or agent state model, said system comprising: (a) means for establishing said plurality of ACDs into a group which work co-operatively to distribute calls to said communication handling end points; (b) means for recognising an inability to handle an inbound communication at a said ACD being the source of an inbound communication; (c) means for communicating information describing said inbound communication to each other ACD in said group; (d) each said ACD comprising a means for placing a token in a queue according to said information, and according to a set of local processing rules at each said ACD; (e) each said ACD comprising: P1 126 spec (i) means for reserving an agent for handling of said inbound communications; (ii) means for allocating a media channel end point on a communications channel, for receiving said inbound communication from said source ACD; (iii) means for notifying said source ACD of an intention to become a destination ACD regarding said inbound communications; (iv) means for routing said inbound communication to said destination ACD via said allocated media channel; (v) means for rejecting any further request from any other said ACD to become the destination ACD; (vi) means for notifying that said inbound communication has been successfully handled; (f) means for noting an association between said communication 2 o understood to be handled and said agent reserved for handling said communication; and (g) means for connecting said inbound stream to said selected agent.

According to a sixth aspect of the present invention, there is provided a method of operating one or more communications handling centers using a plurality of automatic call distributors, said method comprising: o establishing a group comprising said plurality of automatic call distributors, wherein said ACDs within said group operate to distribute calls to a plurality of communication handling end points; and P1 126. spec routing an inbound communication arriving at any one of said ACDs to a first available communication handling end point, without referring to a centralized controller for allocating of resources to said incoming calls.

According to a seventh aspect of the present invention, there is provided a method of operating a plurality of communications handling end points associated with a plurality of automatic call distributors arranged in a group, said method comprising: receiving an incoming communication at any one of said ACD's; said receiving ACD generating a message describing said incoming communication, and distributing said message to each other ACD in said group; at least one other ACD in said group placing a token representing said incoming communication in a local queue at said ACD; a said ACD reserving a local communication handling resource associated with said ACD, and allocating said communication handling resource to said go incoming communication; said ACD which has allocated said incoming communication to said resource, generating a second message indicating that a resource has been allocated to said incoming communication, and sending said second message to at least said originating ACD; and upon receipt of said second message, said originating ACD sending said communication to said ACD which has allocated a resource to said communication.

Said first and/or second electronic messages between said originating ACD and said ACD which has allocated said resource may be transmitted on a lower performance communication channel than a communication channel P1 126.spec between said source and destination ACD's which is used for transmission of said communication itself.

Each said ACD may represent said communication as a token in a local queue at said ACD. When said token reaches a head of said queue, said ACD may reserve a local communication handling resource for handling said communication.

According to an eighth aspect of the present invention, there is provided o an automatic call distributor configured for: receiving an incoming communication; upon receiving said incoming communication, generating a first electronic : message requiring that a token representing said incoming communication is placed within a queue; distributing said electronic message to at least one other automatic call distributor; receiving a second message indicating that said at least one other automatic call distributor has allocated a communication handling resource for handling said incoming communication; and upon receipt of said second message, sending said communication to said at least one other automatic call distributor which has originated second message.

According to a ninth aspect of the present invention there is provided a 3 o method of operating an automatic call distributor, comprising: receiving an incoming communication; P1126 spec upon receiving said incoming communication, generating a first electronic message requiring that a token representing said incoming communication is placed within a queue; distributing said electronic message to at least one other automatic call distributor; receiving a second message from said at least one other automatic call distributor, indicating that said at least one other automatic call distributor has allocated a communication handling resource for handling said incoming communication; and upon receipt of said second message, sending said communication to said at least one other automatic call distributor which has originated second 1 5 message.

According to a tenth aspect of the present invention, there is provided an automatic call distributor, configured for: receiving a first message requiring that said automatic call distributor generates a token representing an inbound communication; placing said token in a queue for allocation of a communication handling resource associated with said automatic call distributor; upon said token reaching a head of said queue, reserving a local communication handling resource for dealing with said incoming communication; generating a second message indicating that a resource has been 3 o allocated to said incoming communication; sending said second message; and P1 126.spec receiving said incoming communication.

According to an eleventh aspect of the present invention, there is provided a method of operating and an automatic call distributor, comprising: receiving a first message requiring that said automatic call distributor generates a token representing an inbound communication; placing said token in a queue for allocation of a communication handling resource associated with said automatic call distributors; upon said token reaching a head of said queue, reserving a local i communication handling resource for dealing with said incoming communication; generating a second message indicating that a resource has been allocated to said incoming communication; I sending said second message; and receiving said incoming communication.

Other aspects of the present invention are as recited in the claims herein.

Brief Descrintion of the Drawings For a better understanding of the invention and to show how the same may be carried into effect, there will now be described by way of example only, specific embodiments, methods and processes according to the present 3 0 invention with reference to the accompanying drawings in which: i P1126 spec Fig. 1 illustrates schematically a voice call arriving at a first automatic call distribution system at a first site, over a public service telephone network, wherein all agents at the first site are busy; and Fig. 2 illustrates schematically a process flow within first and second i automatic call distribution systems, and message and media exchanges between the first and second automatic call distribution systems according to a specific method of the present invention.

o Detailed Description

There will now be described by way of example a specific mode contemplated by the inventors. In the following description numerous specific details are set forth in order to provide a thorough understanding. It will be apparent however, to one skilled in the art, that the present invention may be practiced without limitation to these specific details. In other instances, well known methods and structures have not been described in detail so as not to

unnecessarily obscure the description.

Referring to Fig. 1 herein, there is depicted in simplified form, an exemplary o system embodying the principles of the invention to describe a high-level view of the hand-off of communications in one embodiment of the invention. Two sites, (site 1, site 2 respectively) each with its own ACD, co-operate in handling inbound voice communications from a public switchedtelephone network call handling, where those ACDs have a data network link 101 between them for electronic message exchange, and the PSTN is used for exchange of the voice stream 102 between the sites. ! Fig. 1 depicts a communications handling environment comprising two call centres in differing locations, each with it's own agents, and with calls arriving over the PSTN at either of the two call centres. The centres also have the capability to send short electronic messages between themselves over a data network, which could be of any form, private or public (e.g. the Internet) but in this case is depicted as a Wide Area Network (WAN).

P1 1 26.spec A standard voice call 100 arrives at first ACD 1 of Site 1 over the PSTN, but in this example all agents of that site are currently busy. First ACD 1 therefore advertises a call handling requirement over the data network to second ACD 2 - the other ACD in the group. In the general case there is no limit to the i number of ACDs in a group, but for the purposes of the illustration only a 2 ACD group is depicted in Fig. 1. As a result of the call handling message, second ACD 2 then places a 'token' representing the call in it's own queue, according to its own set of queue/skill/priority rules.

In the depiction of Fig. 1, the token in second ACD 2 reaches the head of the queue for an agent, in this case, 'Free agent 5', before an agent of first ACD 1 is available to answer the call. Second ACD 2 therefore reserves the Free agent 2 for handling of the call, so removing that agent from the free pool/queue of available agents, and allocates a DDI from a free stack on which it intends to receive the transferred call from first ACD 1. These two actions being successful, it then transmits a message back to second ACD 2 informing of the free agent status, that contains the DDI, in destination telephone number form, to which the call should be transferred.

First ACD 1 receives this message, and still having no available agent resource of its own, nor in a three or more ACD environment, having not previously received a transfer message from another ACD, transfers the call to the destination DDI as received in the message from second ACD 2.

Should second ACD 2 then receive a call on the allocated DDI within a! specified timeout period, it then associates the inbound call on that DDI with the reserved agent and switches the two together for the agent to answer the call.

o Assuming the transfer is successful, that is, the call is answered by second ACD 2, then first ACD 1 both removes the call handling requirement from its own queue, as well as, in a three or more ACD environment, sending a message to P1 1 26.spec other group ACDs that the requirement to queue the token representing the call in their own queues is no longer necessary.

Referring to Fig. 2 herein, there is depicted a methodical diagram of an exemplary system of message and communication stream exchange that embodies the principles of the invention in a simple multiple ACD Call Centre environment, where voice calls are to be allocated to agents across all ACDs.

Fig. 2 demonstrates the same sample system as presented in Fig. 1 To adding summary details of the process flow within each ACD and the message and media exchange between the two, or more, ACDs.

In process 200 an inbound call arriving on a public service telephone network (PSTN) is queued in a plurality of automatic call distribution systems l comprising a group of ACDs. In process 201, a queue message is sent to every other automatic call distribution system 203 in the group. Each other ACD receives the queue message in process 204. The receiving other ACD places a token representing the communication in an appropriate queue at that ACD for agents associated with that ACD, until one of the agents is available to answer o the call, in process 205. In process 206, the receiving other ACD reserves a free agent and a DDI media path, and notifies the source ACD 200 of availability of an agent and DDI media path. The source ACD receives a corresponding respective message from each of the other ACDs in the group, as those other ACDs reserve a free agent and media path. For each message received, the source ACD 200 checks in process 207 whether that message is a message from the first ACD to notify of agent availability for the call. If in process 207, the message received is from a first ACD to notify of agent availability, then in process 208, the source ACD attempts to transfer the call to the DDI message path of that ACD. If, in process 207, the message received from the ACD is not a o message indicating that the ACD is the first one to notify of agent availability, then the source ACD sends a message to the ACD which generated the free agent reservation and a media path reservation message, to de-allocate that agent and it's DDI media math reservations, which allows the other ACD to de-allocate the P1 1 26.spec agent and de-allocate it's DDI media path reservation, returning each to a free state, in process 209.

Returning to the operation of the source ACD, for the first other ACD to notify of agent availability, after having attempted to transfer the call to the media path of that first notifying ACD in process 208, in process 209, the source ACD checks whether that transfer has been successfully completed. The source ACD does this by communicating with the first ACD, which checks whether the media path Y has begun receiving communication within a defined failure period in process 210. If the source ACD determines that the transfer has been successful, then in process 211, it sends a message to all the other ACDs in the group (other than the first ACD to notify of agent availability) to remove their call tokens from their local queues. The source ACD then ends its process, since the call is being handled by the first ACD to notify of agent availability.

For the first ACD to notify of agent availability, provided the media path of that ACD has begun receiving communication within the defined failure period as specified in process 210, then in process 213, that ACD allocates the call to one of its associated agents, which completes the call allocation process for that ACD 2 o for that particular call 214.

The exemplary system described above demonstrate one embodiment of the invention. Many changes may be made without departing from the spirit and scope of the invention, and without diminishing its attendant advantages. It is :s therefore intended that the present invention is not limited to the disclosed embodiment but should be defined in accordance with the claims herein.

The specific embodiments and methods herein rely on a messaging path between co-operating ACD's in a group. However, the messaging path need not So have a high band width, bitrate capacity, speed or quality of service requirement of a level such as required for technologies such as VolP, where the signalling path and media is the same as the communication streaming media. Rather, the P1126 spec messaging path between co-operating ACD's can have a smaller bitrate capacity and/or quality of service.

In specific embodiments described above, agents using the distribution capability of multiple ACDs are able to handle calls intended for any individual ACD, without the need for central call distribution resource.

Specific embodiments and methods according to the present invention may circumvent single point of failure and model latency issues, which are To apparent in prior systems, by forming queues in token form, therefore queuing the communication simultaneously at a plurality of ACD's in a group. Each ACD owns and controls its own call/state model.

Specific embodiments and methods according to the present invention s may maximise the efficiency to be obtained from the use of agent of other resources where said agents are the users of multiple ACD systems, potentially with those ACDs being in geographically dispersed locations. The specific embodiments and methods may ensure that the next available agent of any ACD can handle a communication arriving at any other ACD. This efficiency is so obtained without the need for a centralised queue/call/agent model of whatever form.

P1 1 26.spec

Claims

Whatisclaimedis: 1. A method of operating one or more communications

handling centres using a plurality of automatic call distributors (ACD), routing an inbound communication arriving at any of the ACDs to the first available agent of any other of the ACDs, without requiring a centralised call or agent state model, comprising the steps of: I lo (a) establishing a group of ACD or other CPE communications systems that are to work cooperatively to distribute calls to human agents or other communication handling endpoints; (b) recognising an he inability to immediately handle an inbound I communication at an ACD (the 'Source ACD'); (c) said Source ACD presenting appropriate details regards the item of inbound work to all other ACDs in the group via a first electronic message; o (d) every ACD in the group placing a 'token' in its appropriate queue(s) according to the details contained in the electronic message and a set of skill/priority rules for said communication according to said ACD's local processing rules; (e) any ACD where the token reaches the head of the queue for an available agent: (i) reserving that agent for handling of the inbound communication; (ii) allocating and reserving a free media channel endpoint on a communication channel for receipt of the communication from said source ACD, from a stack of endpoints reserved for such purposes; P1 126 spec (iii) notifying said source ACD via a second electronic message, of the agent availability and the nominated communication stream and therefore the intention to become the 'destination ACD' regards the inbound communication; (f) the source ACD upon learning of the immediate availability of a destination ACD via said electronic message: To (iv) routes the inbound communication to the destination ACD via the nominated media channel; (v) rejecting via electronic message any further request from any other ACD to become the destination ACD; (vi) notifying via electronic message to all ACDs that the inbound communication has now been handled in order that these ACDs may remove any token regarding the communication from their queues; and 2 0 (9) the destination ACD, upon receiving a media stream on the nominated communication channel, noting the association between this the communication understood to be handled and the agent now reserved for handling the communication; and therefore connecting the inbound stream to the selected agent.
2. The method of claim 1, whereby the inbound communications are voice calls arriving on a TOM network, such as a PSTN.
3. The method of Claim 1, whereby the inbound communications are 3 o Voice calls arriving on a Data network, such as the Internet.
4. The method of claim 1, whereby the inbound communications are Video calls arriving on a TOM network, such as the PSTN.

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5. The method of claim 1, whereby the inbound communications are Video calls arriving on a Data network, such as the Internet.
6. The method of claim 1, whereby the inbound communications are TextChat session arriving on a Data network, such as the Internet.
7. The method of claim 1, whereby the inbound communications are an electronic message based request to 'call back' arriving on a Data network, such as the Internet.
8. The method of claim 1, whereby the inbound communications are an electronic message based request to 'call back' generated by an interactive system such as IVR.
9. The method of claim 1, whereby the inbound communications are an electronic message based request to 'screen-share' or 'application-share' arriving on a Data network, such as the Internet.
10. The method of claim 1, whereby the inbound communications are nonreal-time electronic communications media, such as emails, fax or SMS.
11. The method of claim 1 whereby the source ACD associates multiple media streams (e.g. simultaneous voice and video) with a single communication and therefore: requires each group ACD, via the content in the electronic message, to allocate media channels for each media stream in order to assume the role of a destination ACD; the destination ACD is operable to identify the multiple media channels to connect the inbound call to; and P1126 spec the source ACD is operable to re-route all media streams to the media channels as required by the destination ACD.
12. The method of claim 1 whereby the inbound communication does not require a human receiver, but an electronic receiving resource, such as a fax resource, a voice mail channel, an IVR port, or an answerphone.
13. The method of claim 1 whereby said first electronic message includes: information regarding the communication initiator as gathered by the Source ACD in order that the other ACDs may make informed decisions regarding the communication Skills requirement and Priority.
14. The method of claim 13, wherein for a voice call over the PSTN said information includes the CLI/ANI and DDI/DNIS/DID/MSN as well as information derived from these in conjunction with a database. ;
15. The method of claim 1 whereby a set of skill definitions and data are common across all ACDs in order that agent allocations to communications are made in a common fashion.
16. The method of claim 1 whereby queue definitions and communication priority data are common across all ACDs in order that agent 2 5 allocations to Communications are made in a common fashion.
17. The method of claim 1 whereby said source ACD has additional i processing logic similar to that of said destination and group ACDs in that it remains capable of allocating the communication to one of its own agents should 3 o such agent become available prior to any other destination ACD taking ownership of the communication.

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18. The method of claim 1 whereby a unique identifier is allocated to each inbound call and communicated between the Source ACD and Destination ACD in the electronic message in order that the call detail records saved by each system may be readily associated for diagnostic and reporting purposes.
19. The system of claim 1 whereby either a private local or wide area network is used for the electronic message exchange between ACDs, including a virtual private network (VPN) or a public network, such as the Internet.

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20. The system of claim 1 whereby the PSTN is used for carrying the media stream between ACDs and the communication channel identifier allocated is therefore a reserved telephone number on the public network terminating at the destination ACD.
21. The system of claim 1 whereby a private TOM network is used for carrying the media stream between ACDs and the communication channel identifier allocated is therefore a reserved identifier on the network terminating at the destination ACD.

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22. The system of claim 1 whereby a private data network is used for carrying the media stream between ACDs and the communication channel identifier allocated is therefore a reserved network address or port on the network terminating at the destination ACD.

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23. The method of claim 1 whereby should the media stream between the source ACD and destination ACD not be able to be utilised and 'connected', the source ACD then re-advertises the inbound communication to the destination ACD, and does not inform other ACDs to remove the token from there queues.

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24. The method of claim 1 whereby the re-routing of the call as in process (f) is achieved by the source ACD creating a new outbound call to the media channel required by the destination ACD and internally connecting (switching) the inbound and outbound media streams together.

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25. The method of claim 24 whereby after making and connecting the new outbound call, the inbound and outbound calls at the source ACD are 'anti tromboned' using technologies, selected from the set: TBCT; ECT; DPNSS anti- i trombone; and SS7 anti-trombone.
26. The method of claim 24 whereby after making and connecting the i new outbound call, should the source ACD detect the early termination of the processing of the communication, via in-band or out-of-band means, the To communication is recalled to the Source ACD electronic message to queue the call is resent to all Group ACDs again in order that another Destination ACD may be found.
27. The method of claim 1, whereby the re-routing of the call as in : process (f) is achieved by the source instructing the public (inbound) network of the requirement to re-route the call to the media channel required by the destination ACD via in 'in-band' signal, such as a sequence of DTMF tones;
28. The method of claim 1, whereby the re-routing of the call as per in go process (0 is achieved by the source instructing the public (inbound) network of the requirement to re-route the call to the media channel required by the destination ACD via in 'out-of-band' signal, such as a DPNSS transfer message or an SS7 transfer message.

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29. The method of claim 1, whereby the source ACD identifies select ACDs from within the group based on any skill, communications traffic, media path availability or other business process logic, and thereby limits the ACDs to! which it forwards the electronic message to place the token in those ACD's queues.
30. The method of claim 1, whereby the source ACD identifies select ACDs from within the group based on any Skill, communications traffic, media path availability or other business process logic, and thereby defers the P1126 spec transmission of the electronic message to those ACDs by a period requiring the placing of the token in those ACD's queues.
31. The method of claim 1, whereby the source ACD identifies preferred ACDs from within the group based on any skill, communications traffic, media path availability or other business process logic, and thereby within the electronic message to place the token in those ACD's queues includes information regards a period of time to defer the placement.
32. The method of claim 1, whereby the source ACD identifies preferred ACDs from within the group based on any skill, communications traffic, media path availability or other business process logic, and thereby within the electronic message to place the token in those ACD's queues includes information as to the priority or queue type in which the token should be placed.
33. The method of claim 1, whereby the source ACD gathers statistical predictive information from group ACDs based on those ACDs' skill definitions, communications traffic, media path availability or other business process logic, and thereby limits the ACDs to which it forwards the electronic message to place 2 o the token in those ACD's queues.
34. The method of claim 1, whereby the processing logic ensures that the inbound communication would be placed in multiple queues on the source ACD and therefore the electronic message sent to other group ACDs includes 2 instructions for placing the token in multiple queues on each ACD.
35. The method of claim 1, whereby the inbound communication remains unanswered, in network communication terms, until the agent of the destination ACD accepts the call and the re-routing of the inbound o communication is either in progress or has been achieved.
36. The method of claim 1, whereby the inbound communication is answered in network communication terms, prior to any destination ACD P11 26 spec accepting the call, and automated queue 'comfort' messages are played to the waiting 'caller'.
37. The method of claim 36, whereby each ACD queuing a token on behalf of the source ACD sends electronic messages back to the source ACD that include predicted time-to-answer information, in order that the source ACD may inform the 'caller' of the shortest prediction in the comfort messages.
38. The method of claim 1, by which communications are distributed To and/or load balanced into the ACDs using PSTN based Intelligent Networking in order that the between-ACD routing is minimized.
39. The method of claim 1, by which communications are distributed and/or load balanced into the ACDs using a CPE distributor in order that the between-ACD routing is minimized;
40. The method of claim 1, by which communications are not physically inbound' but are new communications initiated by products such as Predictive Diallers or List Diallers, where an outbound communication is queued for agent o availability.
41. The method of claim 1, by which communications are not physically inbound' but are new communications initiated by technologies such as Predictive Diallers or List Diallers, where an outbound communication is queued for agent availability.
42. A system that is a single contact centre, comprising multiple ACDs that use the methods described in any combination of Claims 1 to 41; o
43. A system that comprises multiple contact centres, comprising multiple ACDs that use the methods described in any combination of Claims 1 to 41.

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44. A system that embodies the methods of Claims 1 to 41, whereby the distributed processing logic is performed within multiple processors or software applications on same processor, having distinct queues within the same physical or software ACD.
45. A system comprising a plurality of automatic call distributors each having a corresponding respective plurality of communication handling end points, said system operating to route an inbound communication arriving at any one of said automatic call distributors to a first available agent of any other of said plurality of automatic call distributors without requiring a centralized call or agent state model, said system comprising: (a) means for establishing said plurality of ACDs into a group which work co-operatively to distribute calls to said communication handling end points; (b) means for recognising an inability to handle an inbound communication at a said ACD being the source of an inbound communication; (c) means for communicating information describing said inbound 2 o communication to each other ACD in said group; (d) each said ACD comprising a means for placing a token in a queue according to said information, and according to a set of local processing rules at each said ACD; (e) each said ACD comprising: (iv) means for reserving an agent for handling of said inbound communications; o (v) means for allocating a media channel end point on a communications channel, for receiving said inbound communication from said source ACD; P1126spec (vi) means for notifying said source ACD of an intention to become a destination ACD regarding said inbound communications; (iv) means for routing said inbound communication to said destination ACD via said allocated media channel; (v) means for rejecting any further request from any other said ACD to become the destination ACD; (vi) means for notifying that said inbound communication has been successfully handled; (0 means for noting an association between said communication understood to be handled and said agent reserved for handling said communication; and (g) means for connecting said inbound stream to said selected agent.

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46. A method of operating one or more communications handling centers using a plurality of automatic call distributors, said method comprising: establishing a group comprising said plurality of automatic call distributors, wherein said ACDs within said group operate to distribute calls to a plurality of s communication handling end points; and routing an inbound communication arriving at any one of said ACDs to a first available communication handling end point, without referring to a centralized controller for allocating of resources to said incoming calls.
47. A method of operating a plurality of communications handling end points associated with a plurality of automatic call distributors arranged in a group, said method comprising: P1126 spec receiving an incoming communication at any one of said ACD's; said receiving ACD generating a message describing said incoming communication, and distributing said message to each other ACD in said group; at least one other ACD in said group placing a token representing said incoming communication in a local queue at said ACD; o a said ACD reserving a local communication handling resource associated with said ACD, and allocating said communication handling resource to said incoming communication; said ACD which has allocated said incoming communication to said s resource, generating a second message indicating that a resource has been allocated to said incoming communication, and sending said second message to at least said originating ACD; and upon receipt of said second message, said originating ACD sending said communication to said ACD which has allocated a resource to said communication.
48. The method as claimed in claim 47, wherein said first and/or second electronic messages between said originating ACD and said ACD which has allocated said resource are transmitted on a lower performance communication channel than a communication channel between said source and destination ACD's which is used for transmission of said communication itself.
49. Method as claimed in claim 47, wherein each said ACD represents o said communication as a token in a local queue at said ACD.
50. The method as claimed in claim 47, wherein each said ACD represents said communication as a token in a local queue at said ACD; and P1 1 26. spec # when said token reaches a head of said queue, said ACD reserves a local communication handling resource for handling said communication.
51. An automatic call distributor configured for: receiving an incoming communication; upon receiving said incoming communication, generating a first electronic o message requiring that a token representing said incoming communication is placed within a queue; distributing said electronic message to at least one other automatic call distributor; receiving a second message indicating that said at least one other automatic call distributor has allocated a communication handling resource for handling said incoming communication; and 2 o upon receipt of said second message, sending said communication to said at least one other automatic call distributor which has originated second message.
52. A method of operating an automatic call distributor, comprising: receiving an incoming communication; g upon receiving said incoming communication, generating a first electronic message requiring that a token representing said incoming communication is o placed within a queue; distributing said electronic message to at least one other automatic call distributor; P1126 spec receiving a second message from said at least one other automatic call distributor, indicating that said at least one other automatic call distributor has allocated a communication handling resource for handling said incoming communication; and upon receipt of said second message, sending said communication to said at least one other automatic call distributor which has originated second message.
53. An automatic call distributor, configured for: receiving a first message requiring that said automatic call distributor generates a token representing an inbound communication; placing said token in a queue for allocation of a communication handling resource associated with said automatic call distributor; upon said token reaching a head of said queue, reserving a local o communication handling resource for dealing with said incoming communication; generating a second message indicating that a resource has been allocated to said incoming communication; sending said second message; and receiving said incoming communication.
54. A method of operating and an automatic call distributor, comprising: receiving a first message requiring that said automatic call distributor generates a token representing an inbound communication; P1126 spec placing said token in a queue for allocation of a communication handling resource associated with said automatic call distributors; upon said token reaching a head of said queue, reserving a local communication handling resource for dealing with said incoming communication; generating a second message indicating that a resource has been allocated to said incoming communication; osending said second message; and receiving said incoming communication.

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