CA2103858C - Automatic call distributor with prioritization - Google Patents
Automatic call distributor with prioritization Download PDFInfo
- Publication number
- CA2103858C CA2103858C CA 2103858 CA2103858A CA2103858C CA 2103858 C CA2103858 C CA 2103858C CA 2103858 CA2103858 CA 2103858 CA 2103858 A CA2103858 A CA 2103858A CA 2103858 C CA2103858 C CA 2103858C
- Authority
- CA
- Canada
- Prior art keywords
- calls
- application
- priority
- distributor
- call
- Prior art date
- Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
- Expired - Fee Related
Links
Classifications
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
- H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
- H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
- H04M3/5232—Call distribution algorithms
- H04M3/5235—Dependent on call type or called number [DNIS]
Landscapes
- Business, Economics & Management (AREA)
- Marketing (AREA)
- Engineering & Computer Science (AREA)
- Signal Processing (AREA)
- Telephonic Communication Services (AREA)
- Exchange Systems With Centralized Control (AREA)
Abstract
An automatic call distributor (12) having a device (16 and 18) for routing application telephone calls to any agent (20), a device (10) for routing an exterior position call directly to a particular agent (20), a device (10) for routing an interior position call directly to the particular agent (20), a device (10) for determining a desired priority of the application, external position, and internal position calls to the particular agent (20), and a device (10) responsive to the determining device for connecting the prioritized calls to the particular agent (20) in the determined priority.
Description
2~03~~8 BACKGROUND OF TI~IE INVENTTON
The present invention relates to automatic calls distributors in a telephone system.
In the past, automatic call distributors (ACDa have been known to route calls to a number of agents in a telephone system. In such call distributors, the telephone system recognized application calls originating from the outside which are directed to any one of a plurality of agents on a basis when the agents are most available, and position calls which are made directly to a particular agent. However, no distinction has been made between position calls to the particular agent which originated outside the ACD and position calls which originated inside the ACD, nor were the position calls prioritized>
As a result, the agent may have to handle a plurality of low griority calls before handling calls of higher priority which should have been handled earlier, resulting in inconvenience to the callers and inefficiency of the system.
SUMMARY OF THE INVENTION
A feature of the present invention is the provision of an improved automatic call distributor.
The distributor of the present invention comprises, means for routing an application telephone call. to an available agent, means for routing an exterior position call directly to a particular agent, and means for routing an interior position call directly to a particular agent.
A feature of the present invention is the provision of means for determining a desired priority of the application, external position, and internal position calls to the particular agent.
Xet another feature of the invention is the provision of means for connecting the prioritized calls to the particular agent in the determined priority.
Thus, a feature of the invention is tDlat the distributor distributes the calls in an improved manner.
Still another feature of the invention is that the distributor distributes the position calls with greater speed and efficiency.
The present invention relates to automatic calls distributors in a telephone system.
In the past, automatic call distributors (ACDa have been known to route calls to a number of agents in a telephone system. In such call distributors, the telephone system recognized application calls originating from the outside which are directed to any one of a plurality of agents on a basis when the agents are most available, and position calls which are made directly to a particular agent. However, no distinction has been made between position calls to the particular agent which originated outside the ACD and position calls which originated inside the ACD, nor were the position calls prioritized>
As a result, the agent may have to handle a plurality of low griority calls before handling calls of higher priority which should have been handled earlier, resulting in inconvenience to the callers and inefficiency of the system.
SUMMARY OF THE INVENTION
A feature of the present invention is the provision of an improved automatic call distributor.
The distributor of the present invention comprises, means for routing an application telephone call. to an available agent, means for routing an exterior position call directly to a particular agent, and means for routing an interior position call directly to a particular agent.
A feature of the present invention is the provision of means for determining a desired priority of the application, external position, and internal position calls to the particular agent.
Xet another feature of the invention is the provision of means for connecting the prioritized calls to the particular agent in the determined priority.
Thus, a feature of the invention is tDlat the distributor distributes the calls in an improved manner.
Still another feature of the invention is that the distributor distributes the position calls with greater speed and efficiency.
3 Another feature of the invention is that the particular agent may handle the calls in a desired priority.
A further feature of the invention is that the user may select the priority of the application, exterior position, and internal position calls.
Thus, a feature of the invention is that the user has increased control over the telephone system in order to improve operation of the system.
In a first aspect, the present invention provides an automatic call distributor, comprising:
means for receiving an application telephone call and routing the received application call to one of a plurality of agents:
means for routing an external position call directly to one of said agents:
means for routing an internal position call directly to one of said agents:
means for selectively changing call type priority levels of application, external position, and internal position calls for a particular agent: and means responsive to concurrent application, external position, and internal position calls incoming to the particular agent and to said changed priority levels for routing one of said application, external position, and internal position calls having a first highest relative priority to the particular agent.
Further features will become more fully apparent in the following description of the embodiments of this invention, and from the appended claims.
DESCRIPTION OF THE DRAWINGS
In the drawings:
Fig. 1 is a block diagram of a computer for use in an automatic call distributor of the present invention; and Fig. 2 is a block diagram of the automatic call distributor of the invention.
25 4 a ~~.~3~~~
DESCRIPTION OF T~iF PREFERRED EMBODIMENTS
Referring now to Fig. 1, there is shown a computer or Central Processing unit (CPU) generally designated 10 for an Automatic Call Distributor {ACD) generaAly designated 12 in a telephone system generally designated 14. ~'he CPU
or computer 10 has a Random Access Memory (RAM) and a Read Only Memory (ROM), and a suitable program ie filled into the memory of the computer 10 in order to control the ACD.
The CPU may have a suitable display 15 for monitoring various calls in the telephone system 14.
With reference to Fig. 2, the ACD has an application 16 to receive and direct application calls 22 originating outside or inside (by 'the telephone 23) the ACD to a plurality of agent groups 1D, with the agent groups further directing the application calls to a plurality of agents 20 corresponding to each of the agent groups 16. 1n the usual form, the application calls are directed to any agent 20 who is idle to handle the call, and the application calls are also placed in a waiting line for handling for a particular agent until such time at which the agent 20 may handle the call, The internal and ~xternal position calls ar~ also placed in a waiting line.
In addition, the telephone system 14 and AGD 12 may handle exterior position calls 24 which originate from ~1 outside the ACD 12, and which are directed to a particular agent 20 handling the calls. The ACD 12 also handles interior position calls 26 which originate from one agent 20 within the ACD 12 to the particular agent 20. Thus, any agent 20 may receive an application call 22, an exterior position call 24, or an interior position call 2~. Such calls are received and routed by the ACD 12 to the particular agemt.
In accordance with the present invention, a priority may be assigned by the user in a table termed Class of Service 28 of the program in the computer 10 for the incoming application calls 22, the incoming exterior position calls 2~, and the interior position calls 2~.
Either one of these types of calls may be assigned a first highest priority, another type of these calls may be assigned a second moderate priority, and the final type of these calls my be assigned a lowest priority. In this manner, the user may define the priorities of the calls to provide improved efficiency and speed of the ACD 12, and to verify that the various agents 20 are handling the particular calls in the desired priority and manner. The agents 20 may also have a suitable switch or toggle 90 to indicate to the computer 10 when the agent 10 is available or una~railable for receiving a call automatically.
The foregoing detailed description hoe been given for ~~~e~l~~~
clearness of understanding only, and no unnecessary limitations should be understood therefrom, as modifications will be obvious to those skilled in the art.
A further feature of the invention is that the user may select the priority of the application, exterior position, and internal position calls.
Thus, a feature of the invention is that the user has increased control over the telephone system in order to improve operation of the system.
In a first aspect, the present invention provides an automatic call distributor, comprising:
means for receiving an application telephone call and routing the received application call to one of a plurality of agents:
means for routing an external position call directly to one of said agents:
means for routing an internal position call directly to one of said agents:
means for selectively changing call type priority levels of application, external position, and internal position calls for a particular agent: and means responsive to concurrent application, external position, and internal position calls incoming to the particular agent and to said changed priority levels for routing one of said application, external position, and internal position calls having a first highest relative priority to the particular agent.
Further features will become more fully apparent in the following description of the embodiments of this invention, and from the appended claims.
DESCRIPTION OF THE DRAWINGS
In the drawings:
Fig. 1 is a block diagram of a computer for use in an automatic call distributor of the present invention; and Fig. 2 is a block diagram of the automatic call distributor of the invention.
25 4 a ~~.~3~~~
DESCRIPTION OF T~iF PREFERRED EMBODIMENTS
Referring now to Fig. 1, there is shown a computer or Central Processing unit (CPU) generally designated 10 for an Automatic Call Distributor {ACD) generaAly designated 12 in a telephone system generally designated 14. ~'he CPU
or computer 10 has a Random Access Memory (RAM) and a Read Only Memory (ROM), and a suitable program ie filled into the memory of the computer 10 in order to control the ACD.
The CPU may have a suitable display 15 for monitoring various calls in the telephone system 14.
With reference to Fig. 2, the ACD has an application 16 to receive and direct application calls 22 originating outside or inside (by 'the telephone 23) the ACD to a plurality of agent groups 1D, with the agent groups further directing the application calls to a plurality of agents 20 corresponding to each of the agent groups 16. 1n the usual form, the application calls are directed to any agent 20 who is idle to handle the call, and the application calls are also placed in a waiting line for handling for a particular agent until such time at which the agent 20 may handle the call, The internal and ~xternal position calls ar~ also placed in a waiting line.
In addition, the telephone system 14 and AGD 12 may handle exterior position calls 24 which originate from ~1 outside the ACD 12, and which are directed to a particular agent 20 handling the calls. The ACD 12 also handles interior position calls 26 which originate from one agent 20 within the ACD 12 to the particular agent 20. Thus, any agent 20 may receive an application call 22, an exterior position call 24, or an interior position call 2~. Such calls are received and routed by the ACD 12 to the particular agemt.
In accordance with the present invention, a priority may be assigned by the user in a table termed Class of Service 28 of the program in the computer 10 for the incoming application calls 22, the incoming exterior position calls 2~, and the interior position calls 2~.
Either one of these types of calls may be assigned a first highest priority, another type of these calls may be assigned a second moderate priority, and the final type of these calls my be assigned a lowest priority. In this manner, the user may define the priorities of the calls to provide improved efficiency and speed of the ACD 12, and to verify that the various agents 20 are handling the particular calls in the desired priority and manner. The agents 20 may also have a suitable switch or toggle 90 to indicate to the computer 10 when the agent 10 is available or una~railable for receiving a call automatically.
The foregoing detailed description hoe been given for ~~~e~l~~~
clearness of understanding only, and no unnecessary limitations should be understood therefrom, as modifications will be obvious to those skilled in the art.
Claims (9)
1. An automatic call distributor, comprising:
means for receiving an application telephone call and routing the received application call to one of a plurality of agents;
means for routing an external position call directly to one of said agents;
means for routing an internal position call directly to one of said agents;
means for selectively changing call type priority levels of application, external position, and internal position calls for a particular agent; and means responsive to concurrent application, external position, and internal position calls incoming to the particular agent and to said changed priority levels for routing one of said application, external position, and internal position calls having a first highest relative priority to the particular agent.
means for receiving an application telephone call and routing the received application call to one of a plurality of agents;
means for routing an external position call directly to one of said agents;
means for routing an internal position call directly to one of said agents;
means for selectively changing call type priority levels of application, external position, and internal position calls for a particular agent; and means responsive to concurrent application, external position, and internal position calls incoming to the particular agent and to said changed priority levels for routing one of said application, external position, and internal position calls having a first highest relative priority to the particular agent.
2. The distributor of claim 1 wherein the external and internal position calls are placed in separate lines of incoming calls with priority levels being separately assigned to the position calls dependent upon the line on which they are waiting.
3. The distributor of claim 1 wherein position calls are prioritized with respect to application calls.
4. The distributor of claim 1 wherein application calls are distributed among said plurality of agents.
5. The distributor of claim 1 including means for determining the availability of the particular agent.
6. The distributor of claim 1 including means for selecting the priority levels of the application, external position, and internal position calls.
7. The distributor of claim 1 including means for assigning a different priority of distribution to the particular agent for each of the different call types of application calls, external position calls and internal position calls.
8. The distributor of claim 7 in which the assigning means includes means for selectively assigning a highest priority for application calls, a moderate priority for internal position calls and a lowest priority for external position calls.
9. The distributor of claim 7 in which the assigning means includes means for selectively assigning a highest priority for one of the types of application, external position and internal position calls, a moderate priority for another of the types of application, external position, and internal position calls, and a third lowest priority for a third type of the application, external position and internal position calls.
Applications Claiming Priority (2)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| US92886092A | 1992-08-11 | 1992-08-11 | |
| US928,860 | 1992-08-11 |
Publications (2)
| Publication Number | Publication Date |
|---|---|
| CA2103858A1 CA2103858A1 (en) | 1994-02-12 |
| CA2103858C true CA2103858C (en) | 2003-04-29 |
Family
ID=25456895
Family Applications (1)
| Application Number | Title | Priority Date | Filing Date |
|---|---|---|---|
| CA 2103858 Expired - Fee Related CA2103858C (en) | 1992-08-11 | 1993-08-11 | Automatic call distributor with prioritization |
Country Status (3)
| Country | Link |
|---|---|
| JP (1) | JPH0730936A (en) |
| CA (1) | CA2103858C (en) |
| GB (1) | GB2270233B (en) |
Families Citing this family (3)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| US5568544A (en) * | 1995-03-13 | 1996-10-22 | Siemens Rolm Communications Inc. | Routing incoming calls to a PBX in response to route requests from a host computer |
| JP2001134657A (en) | 1999-11-05 | 2001-05-18 | Sony Corp | Device and method for coping with inquiry, computer readable information recording medium with program having function of coping with inquiry recorded thereon and transmitting medium transmitting program having function of copying with inquiry |
| FI110653B (en) * | 2000-11-22 | 2003-02-28 | Elisa Solutions Oy | Resource management in the call center |
Family Cites Families (4)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| JPS57111170A (en) * | 1980-12-26 | 1982-07-10 | Fujitsu Ltd | Absence transfer release system |
| JPS61184035A (en) * | 1985-02-08 | 1986-08-16 | Nec Corp | Private branch of automatic exchange with acd function |
| JP2566916B2 (en) * | 1986-02-28 | 1996-12-25 | 株式会社東芝 | Attendant system |
| US5206903A (en) * | 1990-12-26 | 1993-04-27 | At&T Bell Laboratories | Automatic call distribution based on matching required skills with agents skills |
-
1993
- 1993-08-10 GB GB9316543A patent/GB2270233B/en not_active Expired - Fee Related
- 1993-08-11 CA CA 2103858 patent/CA2103858C/en not_active Expired - Fee Related
- 1993-08-11 JP JP19954093A patent/JPH0730936A/en active Pending
Also Published As
| Publication number | Publication date |
|---|---|
| GB2270233B (en) | 1996-05-22 |
| GB9316543D0 (en) | 1993-09-29 |
| CA2103858A1 (en) | 1994-02-12 |
| GB2270233A (en) | 1994-03-02 |
| JPH0730936A (en) | 1995-01-31 |
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Legal Events
| Date | Code | Title | Description |
|---|---|---|---|
| EEER | Examination request | ||
| MKLA | Lapsed |