CA2197456A1 - System and method for scripting - Google Patents

Abstract

The present invention provides a graphic user interface allowing a user to create, edit and execute telephone scripts for use by an agent in presenting information to a customer. The system utilizes a WINDOWS graphical user interface to define panels within a script and the interrelationship of the panels. The individual panels contain action objects, such as dialog for use with a customer, and possible customer responses to customer queries. The system allows the user to create dialogs that include information obtained from a database. Thus, each script is customized in substantially real time to include information pertaining to the individual customer and the agent conversing with the customer. Additional action objects, such as customer responses, cause the script to branch in various directions that are easily defined by the user. The script can proceed from one panel to another, from one panel to another branch in the script, or to another independent script. The system can be implemented with a host computer and a plurality of agent workstation computers. Alternatively, the system may be implemented on a network in which the scripts are contained in a network server, and the plurality of agent workstations are also coupled to the network. The agent utilizes the created scripts in presenting information to the customer and gathering information from the customer. The script may branch depending on data from the database or supplied to the system by the agent.

Description

2 1 ~
~ wo (~6105685 P~IIIIS95110208 Description SYST~I!,I AN:I~ METHOD FOR SCRIPTiNG

5 Te~chnirrll Field The present in~ ention relates generall~! to a scripting tool and, more specificall~. to a system and method f'or creating and using scripts witl1 a database.

10 Back~rom-ll of thf~ Imrention Telephone colll"lu.,i~,ltion is a major form of communication for both personal use and for business. i\~iany business transactions that were onccdone in person can now be transacted over the telephone. Man~ businesses have both inbound telephone calls from customers and outbound telephone calls to 15 customers. Ilard~,are and software systems have been deYeloped to assist a business in the m~nrilgement of its inbound and outbound telephone calls.
A typical inbound-outbound telephone call management svstem uses a central computer. such as an IBM 370 mainframe. to store a customer database. A list of customers to be contacted is passed to an outbound dialer that 20 places telephone calls to customers on the list. Modem telemarl~eting systemsuse predictive dialing algorithms. well known in the art. to place a number of telephone calls corresponding to the number of a~ents predicted to be available uhen the customer answers the telephone. An inbound-outbound telephone call m~3n~.~e~nlent system is ad~antageous in that it allows a single agent to contact a 25 large number of customers in a relati~ el~ short period of time.
Inbound-olJtbo-ll1d telephone call m~n~gf lnent s~,~stems are used in a variety of customer contact operations. For e~ample, bill collectiom donation solicitation~ customer ser~ice, customer ordering, and the like, are typicallv performed b) an inbound-outbound telephone cail manageltlent system. These 30 acti~ ities may generically be refenred to as telemarketing. Some large companies ma- have their oi~n internal telemarketing group that perfonms a limited iariet~, of customer contact operations. ~lowe~er some org~ni7~tiol1~ use outside telemarketing companies to perfonm telemarketing services on their beh~li' Such telemarketing comp~nif c often represent se~eral org~ni7.~tir. n~ and may perfonn 35 diffèrent customer contact operations ior each of their clients. The differel1t customer contact operations. kno~l1 as call campaigns may ha-!e differing goals .. .. . .. .. ... . .. ... . ... .... . ..

2 1~?45 6 WO 96/05G8~ PCT/I iS9~110208 and methnds of operalic~n. For example~. a bill collectic)n call calnpaigIl require.s a different con1mllnir~ltion process for dealing with the customer than does a Cu.iLomer ser-ice call campai~n.
Tc assist agents in the telemarketing process. some telelmar~;eting S companies pro~ide the agents with a script to guide the con~ersLItion WiLh thecustomer. For example, a donation sol;citation call campaign may have ~m introductclr~ script. t'ollowed by a solicitation script, and a c--nnlllcion script. rhe script may be linear in that it proceeds linearly from a :ilrst script to a ilnal script without ans~ variatioll. Other scripts may branch in one or more directiolls 10 depending Oll responses gi\~en bv the customer. In the~ donation solicitationexample above. the script may branch in one wa~ if the custc~mer indicates a willinglless to donate~ and branch a second v~ay if' the customer is initi.al]y unwillil1g to donate.
'I'he preparation of these scripts is a dii'ficult tas~ e re~sultil1g 15 scripts are not easily edited to fùlf;ll the unique objectives of' a particular call campaign. Furtherrnore, the prior art telemarketing systems do nol have the abili~ to access cus~omer records in a manner that perrnits customer data to be dynamically incorporated into the script for each customer or control branching in the script. Tllelei'ore, it can be appreciated that there is a significant need ior a telemarketin,~ user interface that perrnits easv editing and dynaniic ~ trnf nt to the unique need of each call campaign and individllal customers. The prcsent in~!ention iùlfills these needs and provides additional ad-~antages as well.

Summary of the Invf nlion The present invention is embodied in a system and method ior the creation and utilizDLiorl of scripts used bv an agent to provide intormation to a customer. A graphical user interface is providf d fc~r a user to design scripts used by an agent and hlcludes a data source selector to pem1it the user to deline a source of data records for insertion into the script. a script selector to deihle a 31) plurality of panel displays to be sequentiall~ displa~ed on the computer dis; lay in a display sequel1ce, an a-tion object selector to deiine action objects a.ssociated ~ith each of the panel displays, ~rith the action object providirlg information to the agent or gathering information from the agent, a.nd a data entr~ unit to permit the entry of text data and commands by the user. with at least a portion of the te~;t 35 data being designated as dialog to he presented by the a_ent to the customer.

~1 97~
~ WO 96105685 PCTIIJS95110~08 In one embodiment, the action object includes an update ohject to permit the agent to edit the customer data. The action objects may also include an e~ternal event action to control the interaction oi the system witll a telephone system dri~er ~vith the driver providing initial data to the system to initiate the 5 display of the panels. The action objects may also include a fulfillment action object to pe~rmit the generation of a record related to a completion of providing information to the customer.
The system may also include a flOvl check means to determhle the validity of paths from a begimling of the script to an end of the script. The 10 system mav also include action objects provided by the user and requesting information from the agent. ~ith the agent hlf'ormation determining the display sequence. l'he system rnay i'urther include a graphical display generator coupled to the computer display to provide a graphical representation of the stored panel displays and the interrelation of the stored pallel displays.
In an alternative embodiment. the agent presents a prepared script using a telephone call l-~anag.,.,~.,L system. The system includes an agent w-orkstation having a telephone in a computer ~vorkstation, with the computer workstation including a computer display and a data entry unit. A database storage area is coupled to the agent ~~orkstation and contains data records. A
20 script storage area contains a plurality of stored script displays to be displayed on the computer display in a display se4uence with at least one of the stored script displa~ s request;ng agent input on the data entry unit. A rec(lrd display generator accesses the database storage area and displays on the computer display at least a portion of' the data records relating to a customer. A driver couples the custo.ner 25 to the agent ~orkstation.
In one embodiment, the driver is a telephone interfaGe that couples the agent telephone to a customer telephone to perrnit telephonic communication between the agent and the customer. The telephone interface may be an outbound dialer placing a telephone call to the customer. Alternatively. the 30 telcphone interface may be an automatic call distributor to couple an inboundtelephone call from a customer to an agent. :In yet another alternative embodiment, the telepholle intert'ace is a telephone s~itch couplhlg a telephonecall bet~een the customer telephone and the agent telephone.
i he driver provides initial data to the script storage area to initiate 3s display of the stored script displais. The record display generator performs 219745~ i wos6~0s6s~ P~r~US9~/lu20~--sllhsts~nti~lly real time access of the customer record information relating to the customer.
In one embodiment the system inchldes ~alidation means to compare agent input to a pre~l- tPmirled range of valid data ;nputs with the 5 v alidation means açcepting u~ser input on]y if it falls withill the predetennilled range of validated inputs. The pre(l~tPrminf d range of validated inputs ma be displayed on the computer display.
The system filrther inchldes retreat means to chan~ f'rom a current script display to an immPflis t~ly preceding script dispiay in response to the aoent 10 input. Ille system also includes advance rmeans to return to the current script display from the previous script display following the use of the retreat means.The displa sequence of the screen displays may be determined hy the agent input. In one embodiment the system includes a computer net~orl;
coupling the agent w orkstation to a dat a server~ with the script storage are a being 15 contained within the data server and accessed by the agent workstation using the computer network. In another embodiment the computer net vork couples the agent ~vorkstation to a plurality of data servers ~ ith the script storage area being contained within one ot'the data servers and accessed by the agent workstaliott using the computer net-v~ork. The system also includes mean.s for selecting onc 20 ot' the pluralih of data servers to contahl the script storage area.
T}le system alsc includes means for generating new scripts and editing existing scripts with the ne-~ly generated scripts and the edited scripts being stored within the script storage area.
In yet another alternative embodiment. the user interface uses a client-server architecture with a computer ~ orkstation including a computer displa~ and a data entry unit and having a client-server presentation layer ~ ithin the computer worl station to control the presentation of information to the agent.
A database storage area is coupled to the computer ~vorkstation and ccmtains data records. A client-server database logic layer ccntrc)ls access to the database 30 storage area and a client-ser er database la er controls the actual storage of records in the database storage area and the retrie~al of data records from the database storage area. A script storage area contains a pluralit~ of storage script displays displayed on the computer display in a display sequence ~vith at least one of the storage script displays requesting agellt hl~put on the data entry unit. A
35 client ser- er application logic layer within the computer ~orkstation controls the displa~ sequence. A record display generator accesses and displays at least a ~1 ~7~
~ WO 96~05685 PCT/US951111208 portion of' the data records on the computer dispiay~ and a driver couples the customer to the computer workstation. With the client-server architecture.
control of the data is split between the client. which is the computer ~ orkstation.
and the server contained ~ithin the database storage area.
, .
Brief Description of the Dra~ir~s Figure IA is a functional block diagram ofthe present in~ention.
Figure IB is a functional block diagram of the system of Figure IA
incorporated into a network.
1~Figure 2 illustrates the client-server architecture of the system oi' Figure IA.
Figure 3A is a pictorial .~ s~ ,lion of a script created by the system of'l igure IA.
Figure 3E3 is a pictorial ~ lion o f one panel of the script of ] S Figure 3A.
Figure 4A is a screen display of the system of Figure IA used to identii~ a data source.
Figure 4B is a screen display oi' the system of Figure lA used to identify a data source using a pull-do vn menu.
20Figure S is a screen display of the system of Figure IA used to crente a ne~ panel.
Figure 6A is a screen display of the system of Figure IA used to def ne action objects in a p mel.
Figure 6B is a screen display o f the system of Figure IA used to 25 resi7.e and position action objects in a panel.
Figure 6C is a screen display of the system of Figure IA used to deline dialer action objects in a panel.
Figure 6D is a screen display of the systent of Figure IA used to defme script toolbars.
30Figure 7A is a screen display of the system of Figure 1 A used to create a dialog action object hl a panel.
Figure 7B is a screen display of the system of Figure IA used to ~ access a database in the dialog action object in a panel.
Figure 7C is a screen display of the system of Figure IA used to 35 access a database datu field in tbe action object of Figure 7B.

, . _ _ _ _, _, _ _ _ _ , , , , . _ _ . .. . . ... . .

~'0 g610~6X~ PCTI~1SgSI10208 T;;gure 8 is a screen display of the svstem of Figure 1.~ used to define additional action objects in a panel.
Figure 9 is a screen display of' the system of Figure 1 A used to define font characteristics of the actioll objects in Figure 8.
Fiyure 10 is a screen displa5 of the s~stem of E:igure lA u.sed to dei;ne script actions associated with the action objects of i igure 8.
Figure I IA is a screen displa~ of the s~stem c~f Figure IA used k~
define action object hranching for the action objects of Figure 8.
Figure I IB is a screen display of the system of Fi~ure IA used h~
10 define one-to-one branching for the action ob~ects of Figure 8.
Figure I IC is a screen dispiay o:f the system of Figure 1 A used to define user logic branching for the action objecls of Figure 8.
:Figure I ~ is a screen display of a fIowcllart displa5~ed by the system of Figure lA to pro~ ide a ~raphical ilowchart representation of a script.
Figure 13A is a screen display o:Fthe system ol Figure IA used to det;ne ~ director command.
Figure 13B is a screen display of the s~/stem of Figure IA used to enter telemarketing service ~ c~lt;iLi~!e data.
Figure 13C is a screen displa~ of the system of Figure 1 A used to 20 s~rollp telemarketing servic. ~ aLllLdli~es~
Figures 14A-14D are sample screen dispiays used b~ a telem~rheling serice ~ .lt~tive when using the script gener.lted by Lhc sS stem of Figure I A.

~5 r)l tliled Descrirtion ofth- Invention The present invention is directed to a sSstem and metiIod for generating a script for use by an agent on an inbc~ulId-outbound telephone call m In:lgemPnt system. The terrn script as used herein describes a collection oi' displa~ screens or panels that are presented in a specific order :for use b~ an atent 30 or telemarketilIg service l~ tative (1'S:K~. Scripts are independent collections clf panels and can he br~mched to and used by severai dii'fèrent TSRs in a variety of calling ~rnp~ignc The terrn panei as used herein is the displa~
that a TSR uill see uhen the script is executed. Panels are independent objects that can be branched to and used in multiple scripts. The present invelltio 35 allo~vs the simple creation of panels and scripts as well as simple editin~ of an alread ! created panel or script. The user or supervisor creates the scripts using ~1 97~56 WO 9G1056X~ PCTIIIS9~/102~8 the principles of the present in~ention At a later time~ the TS~ executes the scripts in communicating ~ith the customer 'I'hus, the present inventioll is directed to both the creation of the script by the user and the execution of thescript by the TSR
The present invention resides in a system 10 sho~n in the functional block dia~ram ot Figure IA4~ 'I'he system IQ includes a central processing unit (C,PU) l 2, and a memor,, 14 'I'he memory 14 may comprise both read-only memory (RO~I) and random access memor,v (R~M) The system 10 also includes a storage unit 18 such as a floppy disk drive a hard dish drive cr:~
10 ROI\,I, or the like Also included in the system is a display 20 such as a video displa~ A cursor 22 is positioned on the displa,~ 20 to enter data and commands into the system 10 A keyboard 24 allou~s the user to cnte~r text data into the systetn 10 In the preferred embodiment the system 1() includes a pointillg device 26~ such as a mouse, joystick, trackball, or the like to position the cursor 15 22 on the display 2() One or more co!mnand buttons 28 such as mouse buttons, are used to enter commands into the system 10 in a conventional manner Tlle system may also include a printer 30 to allow finished scripts to be printed forrevie~ The presentl~ preferred embodiment of the system also includes a net~orl; interface 32 to perrnit the system to be connected to multiple users ~ ia a 20 nehvork such as a local area network (LAN), The printer 30 may be coupled to the svst-m 111 directly~ as showll in Figure IA, or via the neh~ork interface 32, The various eom~o~ lL~ of the system 10 are interconnected by a bus 34 which may carr~ power and timing signals as ~ ell as data signals In one embodiment. the system 10 is incorporated into a 25 networ;; 38, sho- n in Figure IB The neh~ork 38 includes a network ser er 40 that is coupled to a pluralih~ of 'I'SR workstations 42 by a neh ~ork connection 46 Tlle network server 40 controls commllnir~tion on the neh~ork coImectiorl 46 to assure that the ~arious elements do not access the networh connection cimlllt lneollcly~ As is ~ ell known by those familiar with computer nehvoriis the 30 flo~ of data on the nehvork is controlled b! a data server (not shown) lt iS the function of the data server to control data tlou- once access to the neh~orii connection is glven by the nehvork server 40, The TSR u~orkstation 4~ is typicail! a personal computen each of ~hich contains the neh~ ork hlterface 32 Each TSR workstation 4 also includes 35 a telephone headset50 to permit the 'I'SR to verbally communicate uitll a customer The telepholle headsets 50 are coupled to a telepholle control .. . . . .. .. .. ..... ... .... ...

~g7~6 wo s6~t3s68s PCr/lJs~3~02l~s syste~m 5'~ w-hich is in turn coupled by a plurality of trunk lines 54 to a telephone exchange56. The telephone control syste3n52 includes an automatic call distributor (ACD) Inot sho-An~ to distribute inbound teiephone call.s received from the telephone exchallge 56 and an outbound dialer (not shown) to plsce outbound calls onto the telephone exchange~ and the net~ior~ interface 3' to couple the telephone control s~stem to the net~ork connection 46. l'he operatiorl of the telephone control svstem 52 is w-ell understovd by those of skill in the art and will nOt be discussed in detail herein. The outbound dialer (not sho~n).
which may be a predictive outbound dialer, automaticallv places outbound 10 telepilone calls to customers. When a customer answers the outbound telepholl-call, the outbound dialer connects the answered telepholle call to the teiephoneheadset 5() of the next available TSR workstation 42. As the answered outbound telephone call ;s coupled to the telephone headset jO, the system 10 delivers the appropriate script to the TSR workstation 4~. Similariy, the AC':U (not shown) 15 receives inbound telephone calls from customers and connects them to the~
telephone headset 50 of the next a~ailable TSR workstation 42. As the inbound telephone call is coupled to the telephone headset 50. the system l() delivers the a~Ji))u~J-i.,ic script to the TSR workstation 42. lhe script and telephone call (either inbowld or outbound) arrive at the TSR worl~itati(m 4' and the telephone20 headset 5Ci at substantially the same time, thus permittin~ the TSR to iollow the script u hen con~ ersing with the customer.
The system 10 also includes a database 60 that contains customer records, and may also conta;n information about the TSR. The database 60 may be included hl the sto:rage unit 18 isee Fi~ure lA) or may be an external database that is part of a another computer (not sho~n). The system 10 may be coupled to the databa~se 60 by the network connection 46, by direct connection ~ ia dedicated 1/(:) lines (not sho~An), modem ~nmlection (not shown)~ or the like. The presentin~!ention is not limited by the manner in which the~ database~ 60 is connected.The system lO utilizes a client-ser~er architecture illustrated in 30 Figure 2. Prior art system maintain control over the script, the application program and the database in the mainframe computer (not shown). F.~en if the prior art systems utilize a neh~ork~ the control o er the various elemellts is maintained ~ithin tile data ser~er (not sho~). In contrast, the client-ser~rer arcnitecture of the s~stem 10 distributes control o~er the system elements. As 3~ seen hl Figure 3, this control is accomplished in se~eral la~ers.

~ W096,0~68C 21 ~7~6 PCTlUSg~11020~

The first layer in the client-sen~er architecture is a presentation layer 64. which controls the presentation of data to the TSR. The second layer in the client-ser~er architecture is an application logic laver 66. The applicationlogic layer controls the logical flow of the applicntion program and the 5 presentation of' panè.ls in a~script. The application logic layer66 may use m~th.-m~tif ~l calculations or apply logical calculations to control the logical ~lo~
of the applicatioll program. The third layer in the client-server architecture is a database logic layer68. The database logic laver68 controls access to the database 60 and assures the integrity of the database. The database logic layer 68 10 may use passwords and other security measures to control access to thc database60. Tlle final layer in the client-sen~er architecture is a database layer 70~ which controls the storage and retrieval of data in the database 60.
As discussed above. prior art systems implement all of' these control layers in the mainframe (not shown). In the presently preferred 15 embodiment~ the presentation layer 64 and the application logic layer 66 are in the client portion of the system 10. ~vhich is the TSR ~orkstation4~ (see F'igure IB3. The database logic layer 68 controls access to the database 6Q and assures the integrity of the database. The database logic layer68 and the database layer 70 are impl~ml nted in the sen~er, ~hich resides in the database 60 20 itself or in the data sen~er (not shown). Client-sen!er architecture is well know n in the art of computer svstems and need not be discussed hl detail herein.
Ho~vever. the use of the client-server architecture in the svstem 1() greatly simplif ies the creation and use of scripts.
The client-sener architecture ol' the system 10 has se~eral advantages. One advantage is that data processing is distributed across several computers rather th~ul concentrated in a single large computer such as the mahlframecompllter(notsho-vn). If the~ll,..;"rl,."~l~computerfails~noTSRs~vill be able to perform their job. 'Ihe client-sen!er architecture of the system 10 reduces this risk by distributillg the processing across several computers such as 30 the 'I'SR ~orkstations 42. Another advanta~e of the client-server architecture ot' the system 10 is louer CflSI to purchase the computers and lo~er cost to maintain the computers. l\~ain~rame computers are very expensi~e to purchase and maintain. This is not true of the distributed compllters using the client-sener architecture ofthe system 1().
3s ~hile the e~ample presented below are directed to a scripting system for use on an inbound-outbound telephonc s,vstem~ those of ordinary skill .... . ...... , ... . . . . . .. , . _ .. .. . ... . . .

21~745~
WO 1l6~0s68~ P(:~Trl:lS9~ 121~
IQ

in the art will readily recogn;~.e the applicability rlf the s~stem 10 to any presentation of data from a database. The exampies of scripting presented hereill are initiated bv some action in the telephone control system ~2, such as the A(~r) f IlOt showll3 detecting an inhound telephone call from a customer. or the S outbound dialer (not shown) placin~ an outbound telephone call to a customer.
However, the system 10 may be used to present h1forn1ation to a cusk~mer USillg any telephol1e s-~itch;rlg device to initiate the start of' the .script. Indeed, the system 10 may be initiated using the keyboard '4 or pointing device 2~i to enterdata such as a customer name, account number, or simply a start command. The 10 advantage of the system 10 is its ease in the creation of a script as well as its ability to readily access one or more databuses hO and hranch ~ ithin the .script or to other scripts based on data entered by the TSR or obtained from the databases.
For example, a tax collector visiting a taxpayer at a remote location can accessthe database 60 via the modem ~not shown) and mal~e a presentation to the 15 taxpayer using the script to guide the presentation. The element that initiates the presentation of the script, whether it is Lhe telephone control system 57, the keyboard 24~ the pointing device 26, or the like, will be referred to herein as a driver 62 (see Figure l:B). 'I'he driver 67 is illustrated as coupled to the net-~orl~
cormection 46. however. the driver could also he directly con.nected or cc nnected 20 iia a modem (not shclhn). The driver62 pro-ide,s some initial data to the s,~ stem l (l to indicate the start ot'the presentation of data in the form of a script.
A sample script 100, shoun schematically in Figure 3A, includes a start panel 102~ an end panel 10~ and a plurality of interconnecting panels 106 in t~o alternati-e branches 108 and 110, respectively. The start panel 102 of the 7a script 100 may include, for example, an introductory dialog and a request to speal; ~~ith a particular individual. The availability of the indi~idual deterrnines whether the script 100 continues along branch 108, or branch 110. F or example, if the requested individual is not available, the script mav proceed Lhrough thcpanels 1()6 in branch 108. On the other hand, i:l' Lhe~ requested individual is 30 available, the script 100 may proceed through the panels 106 in branch 110.
'I'he individual panels 106 contain one or more action ohiects 112.
An "action object," as used herein, is an element placed on the panel 106 to either provide information to or gather information from the rsR Action objects 117 are a t~ pe of' contrc~l element withill the script 100 I'he system 10 h1cludes a 3~ number of commands that the user can implement to create action objects 11~.
Actioll objects 112 are independent items and can be used on multiplc ~19~4~
~ WO '~610~68S PCTIUS95110208 panels 106. For example. Fi_ure 3B illustrates a h~pical panel 1()6 from the branch 110. The panel IU6 includes action objects ]14, 116. and 1 Ig. The action object 114 in Figure 313 provides a dialog to the TSR. The dialog itl theaction object 114 includes a customer query, or question, that the customer mustS ansuer. The panel 106 may includé infortnation from the database 60 (see Figure I B). The action objects 116 and 118 are in the form of buttons to permitthe T SR to enter the appropriate response to the customer query. In the e~ampleshown in Figure 3B. the TSR selects the YES action object 116 if the customer isinterested in obtaining additional information. Altemativel-!~ the TSR selects the 10 NO action object 118 if the customer expresses no interest in obtaining additional information. The script 100 reacts accordingly to the selection of (me of the action objects 116 or 11~. For example, the selection of the N() action object 118 may cause the scripl 100 to proceed directly to the end panel 1()4 toterminate the customer contact. Alternativelv, if the TSR selects the YES action15 object 116! the script ma- proceed to the next subsequent panel 106 in the branch 11(). Thus, the system 10 permits the construction of sophicric~t~
scripts 100 for use in a broad ran~e of telem ~rkP~in~ applications.
I'he script 100 may be a simple outline for the TSR to follow, or a complete dialog that the ~I SR follows u~ord for ~ord. I'he system 10 can include 20 both types of scripts 100, and selects the script that is most appropriate for the TSR to whom the customer phone call u~ill be connected. For example~, an experienced TSR may need only the outline version of the script 100, while a relative~ly inexperienced TSR needs the complete step-by-step version of tbe script. The system 10 dynamically selects the appropriate script 1()0 and delivers 25 it to the TSR ~orkstation 4~. The dynamic selection of the script 100 will 1e discussed in detail helo~
As discussed above~ the system 10 may include the insertion of custorner data from the database 60 (see Figure IB) or the insertion of data related to the TSR. The database60 (see Figure IB) contains custorner 30 information such as name. address. telephone number, account number. and other ~ related information. The system 10 may also include TSR informatioIl such as the name of the TSR. thc name of the company represented t-y the I SR. the skilllevel of the TSR, or the like. The system 10 permits the simple selection of a data source of customer data and TSR data to be inserted into the panels l Oo (see 35 Fi~ure 3A) of the script 100. The selected data source defines the location of database 6() that ~~ill be used ~~ithin Lhe script 100. The data source can be _ _ _ . , _ _ .. . . . . ..... .

2~ ~7~56 WO !)6/05685 PCT/IIS95/102(~; ~

.~ . ~ , - ;
developed internall~ ~ ithin the system 10 or the external database 60 (~see Figure lB). There are several types of data sources available in the system 1().For example~ the customer data may be e.Yternal to the system 10, and the TSR
data internal to the svstem.
The selection of the apl lu~l;dL~ data source is illustrated in thc sample display screen of Figure 4.A, which is displayed on the display 20 (see Figure 1 A). T he user designates the data source by positioning the cursor 22 on a "I)ata Source" selector button 130 using the pointing device 26 ~see :Figure I A) The user can specif~ a new data source b~ positioning the cursor 22 on a "Neu 10 Sourcc" selector buttoll 132, or edit an existing source by positioning th.
cursor27 on an "Edit Source" selector button 134. The selected selector button 130~ ! 32, or 134 is activated by positioning the cursor 22 over the desired selector button and depressing a button on the keyboard 24 or the command button 28 on the pointing device 26. Various techniques for enterin8 commands 15 into the s~stem 10 Usillg the display20 aud the pohlting device26 are well kno~n to those of ordinary skill in the an and uil] not be described in greater detail herein. It should be noted that the present invention is not limited bv the specific f'orm in whicll data and command.s are entered into the system.
Retumin~ again to the example in Figure4A, the Ne~i Source ~o selector buttun 132 has been activated by the user. The user enters a data sourcc name and description in a "Data Source Name" data f1eld 138 and a "Data Source Description" data field 140. respectivel!. The Data Source Name data field 138 and Data Souree Description data field 140 may be completed by typillD data il~
usin~ thc ~evboard 74 (~ee Fi~ure IA). Alternatively, the s~stem 10 ~tore:i a list 75 of valid data sources thaL can be accessed via a con:ventional pull-doun menu hy positiolltng the cursor77 on a data source menu 142 in a toolbar 143 and depressilIg the command button 28. A data source pull-down menu 154 is illustrated in Figure 1E~. The operation c~f'pull-down menus is well Imown in the art and i~ill not be described in detail herein. The pull-doi~n menu pro~ides a list 3rJ of all possible data sources that the user may select by positioning the curs( r 22 Oll the desired data source and depressing the command button 28. Additional data sources can be added to the pull-down menu using uell-kno~vIl techniques that ~~ill not be discussed herei~
The user may desi~nate the data source type as internal or external 35 by positioning the cursor 22 on an "Internal" data source selector button 144 or an "E~ternal" data source selector buttoll 146. respecti-eiy. Access to the ~ WO 9~/05~85 2 ~ ~ 7 ~ ~ ~ PCT~S9~11U20S

database 60 ma~ be limited to individu,lls having a valid password I he individual generating the script 100 (see Figure 3A) may onlS access a database for ~i hich he has a valid pass~ord The user enters his "Password" in a passworddata field 148 using the keyboard 24 (see Figure IA~ lhe user may also enter S additional information into appropriate data fields such as a "Vendor" data field 1~0 and a "User Identification" data ~;eld 152. In addition, if the system IV
will access a data source ~ia the net-vork 38. the system requires the user to enter a server name in a "Server Name" data f;eld 156 and to loe, onto the networli using a login identification in a "Login Identification" data fleld 160, as ~ell as 10 to enter a user password in a "Nehvorl~ Pass~ord" dat.l f;eld 162 Only users entering the~ appropriate login identification and password are given access to the net~ork 38. SecuritS measures of this type are ~eli known in the f;eld and ~
not be described in greater detail hereill, ~Vhen all the desired in~ormation has been entered into the appropriate data f;elds the user confirrns the selection of 15 inforrnation by positioning the cursor 22 (see Figure 113) on an "Update" selector button 166~ and depressing the command button 28. Ihus~ the system 10 contains features to control access to both the database 60 and the network 38.
The following description pro-ddes greater detail of the techniques used to create a script l(i() As previously discussed, the script 100 (see 20 Figure 3A) t~picall5~ includes a plurality oP panels 106 c -ntninitlg one or more action objects 112. To create or modifs a panel 106, the user positions the cursor 22 on a "Panel" selector button 180, sho~n in Figure ~ It should be notedthat the activation of the Panel seleclor button 180 causes the system 10 to change the toolbar 143 and displav a ne-v set of selector buttons at the bottom of 25 the display 20 (see Figure IA). The ne-~ toolbar 143 and ne~ selector buttons in Figure ~ provide the user ~vith options related specifical]y to the creation of' the panel 106 The user can create a ne-~ panel 106 by positioning the cursor 22 on a"Ne~" selector button 184 and depressing the command button 28.
~Iternatively, the user may modif~ an existing p;mel l0~ by selectin~ an "Open"
30 selector button 186 ill the manllcr pre- iously described The user mas~ delete the panel 106 by ~ctivating a "I)elete" selector button IX8 in the manner previouslsdescribed In the example sho~An in Figure ~ the user has activated the Create panel selector button 184 A panel name and a panel descriptioll are entered 35 using the ke,vboard 24 to enter data into a "i'anel Name" data field 192 and a "J'anel I)escription" data field Ig4 respectivels, The system 10 also identifies ~lg74~
WO 9610568~i PcTlll59~llo2/l8 the individual who created the panel 106. as ~vell as the time and date c~f creatic n.
In addition, if the panel 10o is modified, the system 10 includes the identity of the individual modif~ ing the panel, as vvell as the time and dat- of the modification. The creation and modification data is enteted ~ t~lmsnirsllly b- the s system ~hen the user acti-~ales an "llpdate" selector button 198. A clocls function uithin the CPU 12 (see Figure 1.4) keeps track of the current da~e ~md time in a ueil-known manner. The ~lu~lallullillg of time and date using the update selector button 198 is well kno-~n to those o:l skill in the art and ~~ill nol be described in gre~ter delail herein. The user can edit an e~isting panel 106 by 10 typillg the name of the desired panel in the Panel Name dat~ fie~ld 192.
Altematiiely, the user can select ttle panel 1()6 using a panel pull-doun menu that displays a list of ali panels 1()6 previously created. The user displays the li.ct of e~isting panels 106 by activating a panels menu 200 on the toolbar 1~3. :I heacti~ation of' the panels menu 200 causes the panels pull-down menu to be 15 displayed in a con~erltional malmer. The user selects tne desired panel 10~ i'ronn the panels puil-doun menu by positioning the cursor 22 at the desired panel and depressing the command button 28.
In the example of Figure 5, the user has acti~ated the New selector button 184 to create a new panel 106. The user conf;rms tlle data entered in the20 I'anel Name data feld 192 and Panel Description data field 19~ by acti~aling an OK selecror button 168 in the manner previously desc.ribed.
The use.r defines the contents of the panel 106 by selecting onc or more actiun objects 112 to place in the panel. I'he llser defines action obiects 112 in the panel 106 b~ activating an "Object" selector button 21(), show in Figure ~. The acti~ation of the object selector button 210 causes the cursor 22 k) be displayed as an object on the display 20. Ihe user selects the location Onthe display 20 where the action object 112 will be inserted by positionirlg thc object cursor22 at the desired location on the display and depressing the commal3d button 28 h~ice (i.c . a double click). The selection o~ a locatio 30 the displ3y 20 for the action object 112 causes the system 10 to dispiay an action object featurcs menu 214. sho~!n in Figure 6A. The user may define the action object 11~. such as the dialo~ action object 114 (see Fi<gule 3B) by acti~atillg ,-1 "Define" selector but:tcm218 in a conventional manner. Ihe actbration of the l)ef.me selector button218 perrnits the user kl enter a dialog fc~r the panel 10h 35 usiny the keyboard 24. The Define selector button 218 is used for each actionobject 112 to define its attribute.s. Those attributes will vary depending on the 21 9745~
WO 96~05685 PCT~T59~/102118 1~

particular form of the action object 112 l~or example the l~efine selector button 218 is used with the dialog action obje~ct 1 14 to enter the text data that ~dll be presented by the TSR l~lo~ever the Define selector button 218 is used uith the button action objects 112 and 114 isee Figure 3B) to enler the label of the 5 button action object As previousl! discussed, the dialog action object 114 may include~ both dialog and data inserted~from the database 60 An exalmple of the dialog action object 114 is illustrated in l igure 7A~ ~vhere dialog to the customer includes data obtained from t~o diftèrent databases The first s-ntence of the dialog action object 114 includes I () the identit)! of the TSR contacting the customer and a request for the name of the agent by inserting Isystem Agent _ Namel When this particular diak~g action obiect 114 is executed, the system 1() uill insert the name of the TSR from a database identified as "System" The location of the database 60 identified as System is defmed in a manner previously described The first sentence of the l ~ dialog action object 114 also includes a request for the insertion of the customer's first and last name from a database identitied as "~iellular " The~ user inserts this request bv typing [Cellular C~ustomer First Name] [Cellular Customer Last _ Name] As can be seen~ the system 10 provides a simple technique for the user to insert both I SR data and customer data It should be noted that the system 1020 accesses tuo separate databases 6() to obtain the data records for the TSE~ and the customer Prior art systems do not provide such ready access to diFtercnt databases As an alternative to t~!ping hl the name of the database 60 and identifyillg the de~sired data field withill the database, the system 10 provides 2i drop-down memls to assist the user in selecting the proper database 60 and data field ~vitllin the database In the exalnple of Eigure 7B the dhllog action object 114 ~;11 access the database6() identified as "Credit Card l~ost" and ~
insert the custom-r's first and last names respectively The user can enter this data in the malmer described abo-e using the keyboard 24 Ho~ever, the user 30 can activate a "Field" selector button l~(l causing the system 10 to generate~ the displa~ of Figure 7C In E~igure 7Ch a data source drop-do~vn menu I _ is sho~n The user can expand the data source~ drop-do~n menu 1, 2 in a conventiollal manner to display all data sources that ha~!e been identifed to the system 10 Similarly a table drop-do~-7l menu 1''4 permits the user to select i arious types of 3~ data tables ~ithin the selected data source The table drop-do~vn menu 124 canalso be expanded in a conventional malmer Ihe system 10 also includes a data ~ ~ _ _ _ _ ., .. _ . . . . ...... ...... .... .. .. .. . ...

WO 96101685 Z ~ 45 ~ PC'TII!S9.C/102()8 tield drop-down meml 126 to permit the user to select a specific daia field i'orinsertion into the dialog action object ] 14 (see Figure 7B3, The data field drop-dowll mellu 126 is illustrated hl expanded i'orm hl Figure 7C l~e user select the desired data i;eld in a conventional manner. It should be noted that the contents 5 of the table drop-do~n menu 124 and the data field drop-down menu 1~6 \vill vary depending on the selected data source. In the example shoull in E;igure 7C.the Credit Card Hast database60 has a data table for customer da~a. I'hc particular data fields include customer address. account balance~. business telephone number. and the like. However, the S~stem database 60 illustrated in 10 Fi~ure 7A contains infonnation about the TSR. If the Syste}ll database 61:) ue}e selected in the data source drop-dowll menu 122~ the lable drop-do-vn menu 12~1 and the data held drop-down menu 1?6 will have different contents. Thus, the Field selector button 120 (see F~igure 7B) provides a powerful tool uhat enablesthe user to easily select data f or insertion intcl the dialog action object I l 4.
When the script I00 is actuall~ executed by a TSR, the s~stem 10 dynamic.ally edits the dialog action object 114 t(3 customize the dialog for each individual ISR using TSR data from the database 60. Tlle s~stem 10 can also dyna}tlically access Uhe database 60 to include infbrinatic~rl such as customer sales records7 customer paytnents. or the li~e. Ihe system 10 accesses the database 60substanliallv in real lime such that the script 100 is customized for the particular customer that the TSR is talking to. The customized script 100, contailling bothcustom TSR data and custom cu~stomer data, is delivered to the TSR workstation 42 of the particular TSR at sl7hst~nti~ lly tlle same time as the customer telepllolle call is connected to the telephone headset 50 of that TSR.
Retum:ing again to Figure 6A, the system 10 provides a numbel ot different action objects that can be pklced in the p~mel l 06. The user can create a text action object, such as the d;alog action object 114, b- acti~ating a "Te~xtBox" selector buiton 254a. A text buffon, such as the action objecLs 252 and 254~
can be created by activating a " I'ext Button" se]ector button 254b in a 30 conve}ltional manner. A data field can be created b~ a "I ield" selector button 254c. The data field command is an interacti-e control that captures datafrom the TSR using the keyboard 24, the pointing device 26~ or the lihe. I lle data field command is also used to display data from the database 60. A
calculated data field can be created by acti~ating R "Calculated Field" selector35 button ~ j4d. The use of calculated data fields will be discussed belou. A group box can be created b~ activating a "Group Box" selec~or buttc~n 254e. l he C,roup ~ wo 96J0i6~s ~ ~ 9 7 45 ~ PCT/US9~110208 Bo~ selector enables the user to group items together for display to the TSR. :F or example, the TSR ma~ collect inforrnatioll from the customer and the information can be categorized and displayed to the l SR as one or more groups.
A list box. to provide the TSR witll a variety of possible responses S to customer queries. can be created by activating a "List Bo?;" selector button 254f. The use of list bo~;es is w-ell kno~n and need not be discus.ced herein. A radio button can be created by acti~ating a "Radio Button" selector button 254g. A check box can be created by activating a "Check Bo~" selector button 254h. I he use of radio buttons and checl~ boxes is ~ ell known to those of n ordinar,v s}~ill in the art and will not be described herein. A drop dowll menu can be hlserted intu the panel 106 b~ activating a "Drop Down" selector button 254i,A picture can be inserted into the panel 106 b~ acti~ating a "Picture Buttoll"
selector button2~4j. The use of p;cture buttons simplifies operation of the system 1() by the TSR. A picture can also can be inserted into the panel 106 by 15 activating a "E'icture" selector button2541s. Pictures provide useful information to the TSR and can also be used as motivational tools for the TSR.
The panel 106 may also include an update controh ~vhich provide the abilih, to update data fields~ including user-defined data validation. The user selects the control event option by activating an "Update Control" selector ~) button 72n in a conventional manner. The 11pdate Control selector button 720 allows the action object 112 to use data obtained trom the customer to update the database 60. For e.l:ample, the user may ha~!e a ne~ business address or telephone number that can be entered into the database60 using the lJr)date Control selector button 22().
's l he user may define the availability of action objects 112 on the panel 106 b~ activating an "Object A~!ailability" selector button 222. Activation of the Object Availabilit~ selector button277. perforrned in a conientional manner~ pro~ddes the action object 117 the abilit,~ to enable or disable other action obje~cts on the panel 106. Object a~/ailability refers to h~o dit'i'erent types 30 of control that can be imposed on action objects 117. The action object 112 can be made ~ isible or invisible itl the panel 106. This is useful in pre.senting data to the customer ~here a particular action object 117 iS invisible unless the customer responds to a customer query in a particular làshiom The systeill 1() permits the user to change the object availabilit~ from hlvisible to visible, or vice versa~3 ~ depending on the response to other action objects 117. The second t)~pe of object availability control is to enable or disable a particuLIr actioll object. The uslir can WO 96~ i685 ~ 1 9 7 ~5 6 PC'1'/1159!i~1(\20#

enable~disahle object action availability in the same manner as discussed ab()ve~
with respect to visible~/invisible object action availability.
The user may further define the panel 106 by activathlg Q "Script Actions" selector button 224 in a conventional ma~mer. The Script Actions 5 sele~ctor button 224 controls the branching features of the acfion object. 'I'he fiunction of branching features will be discussed in greater deta;l belou .
The system 10 includes the capability of defining interactions between the system and the dri~er 62 ~'see Figure lB). The user can deiine the interactions with the driver 62 by ac~tivaLing a "Dialer Actions" selector 10 button 226 in a conventional manner. The Dialer Actions selector button 22fi pro~ides the action object the ability to send ini'ormation to the driver6? and receive information t'rcm the driver 62.
Activation of the Dialer Actions selector button 226 (see Figure 6A) causes the system to change to the display of F;gure 6C. uhere actions 15 such as release the telephone line. transfer a telephone call release a customer record from the TSR wc~rkstation 42 (see E~igure IB) rnanual calL manual hang-up and the~ like~ may be inserted into the action obiect 12 by selecting one or more dialer action buttons from a dialer action menu 238.
The system 10 has the ability to generate and deliver docllmenr~ as 20 a result of the interacti(m uith the customer. The generation and delivery c~f' documents is another action object 112 in the panel 106. 'I'he user activates document generation and~or deliverv by activating a "l;'ulf llment" selector button 2'8 in a conventional manner. Documents may be printed on the printer30 (see Figure IA). stored in the memory 14. or the sk)rage unit 18 for ~5 printing at a subse~uent time or deli-ered to the net~ork sen~er 40 ~see Figure IB) for distribution to another 'I'SR workstation 42. or for tr~msmissionthrough the telephone control systerm 52 to a remote location as a data file~ or a f.qcsimile message. The pre.sent ;nvention is not limiled b~ the specific mam1er in u~hicil documents are generated and delivered.
The system 1() allows the user to insert instructions tv thc TSR for each of the action objects 112 on the panel 106. To enable this fèature. the user acti~ates a "Microhelp" selector button 230. Activation of the Microhelp selector button 230 for a partic-llar action object 112 allo~s the user to enter a lin~ited 'I'SR instruction 2i2 using the keyboard ?4 As the TSR positions the cursor 22 3~ (see Figure IA) over the action object 112 the TSR instruction 23' for that particular action object is displa~ed. L'hus. the system lO can display a different ~ WO ~6~0568~ PCT/US"5~10208 user instruction 232 for each action object 112 as the cursor is positioned on different action objects.
The size ofthe action object 112 is easily controlled by the user by acti~ating a "Resize" selector button234. Activation of the Resi~e selector 5 button234 causes the system to change to the display of Figure6B ~here a resize conkol box 236 alio~s the user to change the height. width and position of the action object 112 on the panel 106. The a~ ,aldllCC of the panel 106 during the creation process is identical to the appearance of the panel when it is displaved to the TSR during the actual customer presentation. This identity of 10 appearance is sometimes referred to as WYSIWYG (- hat vou see is ~hat you get). To simplify the design process~ the system 1() maintains a ~YSIWYC'I
approach to the display of the panels 106. The use of WYSI~ YG is simplified by use of the graphical user interface capabilities of a WINDOWST~ (trademark of Microsoft Corporation of Redmond. W ashington) en~ ironment.
In addition to the various action objects 112 that the user can insert in the panel 106, the syste~m I() allo~s the creation of script toolbar buttons that are displa~ed on the displav 20 (see l~igure IA) through(lut the entire presentation of the script 100. The user can define a script toolbar button b~ activating a "Toolbar" selector button (not showll) causing the system 10 to change to the 20 display of Figure 6C ~~here a toolbar creation menu 240 is displayed. The user can define the script toolbar button in the same manner as the action object 112.
llnlil~e the action object 112, which is active only dwring the displa~ of'the panel 106 containing the actior object. script toolbar buttons maintain their functionalitv tbroughout the script. I his ~eature is useful ~h~heIl. for example. the 25 user uishes to accommodate the customer hanging up the telephone at some point during the presentation. It is possible to include a "l~ang Up" action object 112 hI each panel 106, howe~er it is simpler t'or the user to create a single l~ang tJp script toolbar button lnot sho-~n) th.Ln a ~lang t]p action object in each panel.
In addition to the dialog action object 111 sho~ll in l~igure 7A. the 30 .system permits the user to insert script action objects b~ activating the script actions selector button 224 as previousl~ described. In the e~;ample ShO-~'II inFi~ure 7A. thc dialcg action objcct concludes ~ith a question tor th. customer.
The user mav define a "Continue" action object 250 and a "No Time" action object 252, both shov~n in Figure 8. If the customer is interested in obtaining 35 additional information~ the user selects the Continue action object 250 in a manner previously described. Alternati~el~. if the customer does not wish to ... ..

~19745~
WO '16fO568S PCT~tlS9.$flO2Q8 obtain additional information, the user selects the Nv Time action object 75~.
I'hus. the system will branch in t~o difterent directions depending Oll the selection of the action object 250 o r the action object 252.
When the action objects 250 and 52 are~ iriitially created using the Te.~t Button selector button 2~4b. there are no labels or branching ins~ructionsassociated ~ ith the action objects. The user labels the action objects by selecting the desired action object in the malmer described above. Acti~ation ol the I'extE3utton selector button 254b causes the system 10 to change to the display of Figure 9. The user types in the desired name of the button in a buttvll name dat:l 10 tield 260 using the ke~board 24 (see :Figure lA). T he user may alsc~ select a font and font style using a font pull-down meml 26~ and a font style menu 266 in a conventional manner. I'he object a~ailability for the action object 112 is selected using a~ailabilih~ check boxes 272 in a conventional malmer. The user confirrllsthe selectioll of the button name, i~ont. and font style hy acti~ating the (~
15 selector button 270. The user can select the parameters associated ~~ith other action objects. such as fields, calculated data fields, group boxes~ list bo.xes. radio buttons, and checli boxes in a similar fashion.
The user also defines the script action assc~ciated w;th the selector button by activating the Script Actions selector button 224L lsee Figure (,A). In 70 response to the activ~tion of the script actions selector button 224, the sy.s~em switches to the display of Figure 10 where a pop-up menu 274 pro~ides a user with a pluralih~ of script action choices associated ~ith the particular action object 112. The user may select no script action by selecting a "None" selector button 276. The user may cause the script to return to the first panel by selecting 25 a "First Panel" selector button 278. The user may also change to the last panel by selecting a "Last Panel" selector button 280. Alternati~ely, the user may cause the script to divert to the previous panel or to the next panel by selecting a "Previous Panel" selector button 282 or a "Next Panel" selector button 284~
respecti~ely. The system may also cause the script 100 to divert to a branch by 3() selecting a ":Branch" selector button 286. The system ma~ define the~ current panel 106 as the end p~nel by selecthlg an "End" selector button 288. Ihe usel confirms the choice of script action by acti~ating an "OEC" selector button 297 as pre~dously described.
In the example pro~ided in Fiyure 10, the user has selected thc 35 branch option by activating the Branch selector button 286. This causes the system 10 to display an actio~l object branching menu 300, showll hl Fiyure I IA.

~1~7~$6 WO 9(i/~56~5 PCTII,'S95110208 There are four tvpes of scripl branching included in the system 10. A "Singie"
selector hutton 304 is used to br~mch to a single panel 106 within the script 100 or to another script 100. The user can select branching to another panel 106 b~
selectirlg a "Panel" selector button 306 and branching to another script 100 b~!5 selecting a "Script" selector button 308.
The user can further define the type of branchitlg operation by selecting a "One-to-One" sèlector button 310. or a "User Logic" selector button 312. The One-to-One selector buttoIl 310 causes thc script 100 to branch to specific panels 106 or additional scripts based on the data entr~ by the TSR. For 10 example, a customer quer~! may have. for example. three different possible responses. The script 100 will branch to three difl'erent panels 106 depending on the response. Thus, there is a one-to-one ~u~ ulldellce bet-veeIl the possible responses and the branching. An e~;ample of one-to-one branching is illustrated in F igure 1113 ~vhere a pop up menu 31 f alloi~s the user to define the branching 15 for each of a plurality of possible responses 319.
The [Jser Logic selector buttoll 31' is used to perform complex branching. Complex branching hlcludes the logical interrelation of customer answers and data frum the customer database. Activation of the IJser Logic selector button 31~ causes the system 10 to switch to the display of Figure I IC20 ~here the user enters the logical relAiionchip in a user logic menu 313. In the example of Figure I IC, the script 100 branches if customer usage of a service exceeds a pre(lelf rmined amount. Con~lentional logical ope~rators, such as AMD,OR NOI, greater than, less than, and equal. are available ~ith the system 10.
The use of these logical operators is ~vell know-n and need not be described in 25 greater detail.
Ihe user may wish to create a loop hl the script 100 such that completion of one or more panels 106 will cause the script to return to the current panel. This option is activated by selecting a "Return to Panel" selector hutton31~. The user confirms the selection of the action object branching by acti-ating 30 the Ol~ selector button 316 as previously described. Ihus, the system 10 provides the user ~vith simple tools to create complex scripts 100 that can be used hl a variety of telemarketing applicatiolls. Panels 106 can be used hl more thail ~ one script 100. Tile script 100 may hlclude branchillg irom one script to another, and can include branching ~vithin a single script based on simple customer 35 responses to questions, or complex user-defined logic.

~197~5~
W096/0~685 Pc-r/us~)s~l020s--When the panels 106 ot' a script 100 have bec n dc finc d b~ the USe'l ~
the system 10 can display an entire script outline on the display 'O ~see i igure lA) by simply defining the start panel 102 (see Figure 3A) oi' the script 1(3(3. .~or example. the cellular telephone customer script illustrated in S Figures 7-11 is shown in complete script f'orrn itl Figure 12. Ttle system begins at the start panel 107 and displays all panels 106 in a graphical fiowchart 320.I: he~ tlowchart 320 illustrates three possible branches 324. 32~ and 328 from the starting panel 10~. The branch 324 is used if the TSR seiects the No Time actionobiect 252 (see Figure 8). The branch 324 includes a "Rec.all" panel 332 ~hich 10 directs the TSR to inquire whether the customer ~ishes to be recontacted in the future. If the customer does wisll to be recontacted hl the future~ the recall panel 332 includes a branch 336 in which the database 6() isee Figure IB) is edited tc~
include an indication that the customer should be rec--nt~t~c: in the future. Il'the customer is not interested in being recontacted in the future, the recall panel 332 15 includes a "Not :Interested" branch 334 in which the database 6Q is edited toindicate that the customer does not wish to be contacted in the fùturc. Botll the set recall branch 336 and the Not Interested branch 334 proceed to a "Close-No Sale" panel 340. The Close-No Sale panel 340 terminates the customer contact and eIlds the script 100.
li: in the start panel 10~, the customer indicates a desire to he;?r additional il~ru~ tiul~. the TSR selects the Continue action object ~50 ~see Figure ~). Ihe script 1()0 follows the cûntinued branch 326 to a "I~irty-l\linute"
panel 34(3 it the custc)l1ler's telephone usage during a given timc period is less tilan thirty mimltes. The customer telephone usage is obtained from the 2~ database 60 in a manner previousl~ described. Alternati~ely. it the custorner's teiephone usage is greater than thirty minutes in a given time period. the ~kiuchart320 includ~s the continue branch328 to an "(:h~cr lllirty-Mil1ute"
panel 344. The Thiny-Minute panel 340 and an Ove~r Thirty-~Iinute panel 344 each include a not interested branch334 and a YES hranch348. Ihe Nclt 3(i Intercsted branch 334 causes the script 100 to proct,ed to thr Close-Nc) Sale panel 340 described above. The YES branches 348 are selected if the customcr is interested in obtaining tile sen ice offered by the TSR. The YES branc,h 348 from the Thirt~-Minute panel 340 and the Over Ihirty-MiIlute panel 344 both proceed tc) a "Data Verify" panel 350. which can ~ erif! customer recûrds such as 35 name. address, cellular telephone number. cost data~ and the like. Thc I:)ataVerit; panel has a continue branch 352 that directs the script 100 to a "(:'lose-WO 96/~5~85 2 ~ g 7 ~ 5 6 PCTlUSgSII020#

Sale" panel 354 Thus the flowchQrt 320 pro v ides a graphical illustration of thescript 100 that the user may examh~e to verif~ the script The system 10 hlcludes a script verification procedure to assure that the script 100 can p;roceed from the start panel 10 to the close-no sale 5 panel 340 or the close-saie panel 354 Thus, the system assures that there is some path from the beginning of the script 10() to the end of the script The script verification simply assures that all panels 106 have some action object 112 to allo-v the script to e~;it the panel (i e, the panel is not a dead-end) and to mal~e sure that each panel has an end or access to the end of a script It should be noted 10 that the script 100 may contain more than one end such as, i'or e7~ample~ the Close-No Sale panel 340 and the Close-Sale panel 354 As previously discussed~ the system 10 has the ability to assign specific scripts 100 to different rSI~q The system 1(1 uses a directors command to define the~ way in which a script 100 is started uith initial infonnation 1'he 15 director's command also provides branching based on initial intormation~ as uell as the ability to assign TSRs~ or groups of TSRs, to specific scripts The user enables the~ director's command by activating a "Directors" selector button 360,sho~n in Figure 12, in a conventional manner causing the system 1() to change tothe display of Figure 13A The user further selects the creation of a neu 2(i directors command by activating a "Ne-~" selector button 362. or edits an existing director's command by activatillg an "Open" selector button 364 The user selects the source of initial data to begin the script lOû using a dri~er menu 370 to select the desired driver 62 (see Figure lB) The user can select thedriver 62 using the kevboard 24 or using the drop-down menu feature of the 25 driver menu 37() As pre-iously discussed, the drivel 62 can be the telephone control system 52~ the net~ork 38, anotber computer (not sho-vn), the keyboard 24, or the lil;e It should be noted that the system 10 can operate witll anv telephone call m m~PmPnt system such as a ~losai~ (trademark of Digital Systems International, Inc of Redmond, ~/ashington) telephone call 30 m~nlgtmPnt system, a CTI system~ an ATI G3R system, or the like l'he - system 10 uses an appropriate software driver to interact ~iith the particular driver 62 The systr,m 1() also permits the user to select the scrip~ 100 associated ~ith the particular driver 62 using a script pull down menu 372 in a 3~ manner previously described Individual TSRs may be assigned to one or more scripts 100 using an agent assignmellt selection command If the system 10 has _ . . ~ . .. . .. .. . . . ..

wos~/os6ss 2197~ PCIn!s9~/l020X ~

onl~ a single script 10U. the user may designate all I SRs to process the script by selecting a "Shlgle Script" selector button 374 and an all agents seleclor button 376 in a manner previously described. Alternatively. the user can assign TSRs to scripts by grouping the TSRs. This is us~'ul when the script 100 S contains a branch that should be presented only by 1'SRs ha~iQg a SpeciliC skill level. For example. ;Ethe script 100 is for bill collection, one branch may be tor a customer has a past due account fo} more than 6() days and another branch for past due accounts behheen 30 days and 60 days. J ess ~ c~i~uccd TSRs can be~
assig:ned to a group f'or the 30-60 day past due accounls, while a group of moreIl1 experienced TSRs can be assigned to a group for the more than 60 day past du-accounts.
The user can assign agents USillg one-to-one TSR .~ssignmeili by activating a "C)ne-to-One" selector button 380. Activation of Lhe One-to-C)Ile selector button 380 allo-~s the user to individuall,v assign each TSR to a 15 particular script 100. The user can also assign groups of TSRs using the One-tcl-One selector button 380.
The user may also assign TSRs to script using a3mplex k~gic by activating a "User Lo~ic" selector button 382. The process of defining the user logic uas previously discussed ~vith respect to script branching and need ncit be 2t) repeated here. [Jser logic ~ignm~nt of a TSR is usefuh for example, wher agents have dif'~erent levels of experience. The user logic may also inchlde customer inforrnaticm to determine ~hich TSR uill receive the script 100. For example, certain customers may be given to TSRs familiar with that particular customer. The user logic option allows the user to direct the script 100 to the ~5 desired TSR based Otl a ~ ariety of factors.
Information about a TSR can be added to the system 10 by activating an "Agent" selector button 384 causing the system to change to the display of Figure 13B where an agent menu 386 is displayed. The TSR data can include such items as name. pass~iord. skill leveh and controls Olt access to the 31) system 10. The TSR data is entered in a con-entional manner using the heyhoard 24.
The l'SR can be assigned to a predetermined group by activaLing a "(~roups" selector button 388 causing the system IU to change tv the display of Fi~tre 13C' where a group menu 390 is displayed. Using the group menu 390, 35 the user can assign each TSR to one or more groups. As discussed abo~/e7 the ~,g14~
~ ~o sc/~s6ss PCr/US95110208 script 100 and customer cont.acts can be dire.c.ted to an individual TSR or to aTSE~ in a designated group In its most elementar,v form~ the system 10 must include one driver 62, one director, one script 100, one panel 106 in the script, and one action object 5 112 on tl-e panel. Howe-!er, the system 10 provides the tools to create multiple complex scripts 100 witll multiple drivers, directors panels 106 and action ob jects 112. Once created, the script 100 can be easily edited by the user.
Once a script 100 has been created b~ the user, the system can e~ecute the script in a simulation mode to allow the user to tesL it. In the 10 simulation mode, the system 10 executes the script 100 using simulated data f'rom the database60, or using actual customer data. Once the script 10() has been tested, the user can install and activate the script for execution by the TSR
in a con~ entional manner.
An example ol' the execution of the script 100 by a 'I'SR is proi ided 15 in Figures 14A-14G. In E'igure 14A. the display 2() (see Figure IA) contains the start panel 102 (see Figure 12~ as an introduction, ~vhich includes the dialog action object 114 ~see Figure 8), as ~ell as the continue action object 25() and the no time action object "52. Note that the dialog action object 114 in Figure 14A
uses TSR data to indicate the actual name of the 1-SR, as well as customer data.20 The TSR data and customer data added to the dialog action object 114 is takenfrom the database 60 (see Figure IB). the storage unit 18 (see Figure IA), or the like, in substantially real time while the telephone control system 52 (see Figure lB) com~ects the customer telephone call to the telephone he~adset 50 ol'the appropriate TSR workstation 42.
If the customer indicates an interest in obtaining additional information, the I'SR acti~!ates the C'~mtinue action object 250. As a result of the select;on of the C'ontinue action object 250, the script 100 branches to a new panel l 06. In the example presented abo~ e, the inforrnation t'rom the database 60 indicates that the customer a~!erages less than thirty minutes of cellular phone use per month. Thus, the script 100 uses the C'ontinue branch 326 (see F'igure 12) and switches to the Thirh~-Minute panel 340. The 'I'hirty-Minute panel 340 is shown in Eigure 14B and contains an additional dialog action object420. a "Y~S" action object 422, and a "Not Interested" action object 424. The TSR
presents the dialog f'rom the dialog action object 420 and wai~s for the customer 35 to respond.

WO9~1Q56S5 21g7456 PCllUS!~i110208--If the customer is interested, the TSR selects the YES action object 42'1, causing the script 100 to proceed along the YES branch 348 Isee Figure 12) to the Data Verify panel 3~() as previously discussed. In the examplepresented above, the customer is not interested. In that event the TSR activatesS the Not Interested selector button 424 causing the script 100 to proceed aiongbranch 334 ~see Figure 12) to the Close-No Sale panel 340, displayed hl Figure 14C'. In Figure 14C', the user presents a final dialog action object 43() to the customer and activates either a "Detail Update" selector button 43' or a ":Hang Up" selector button 43~. Activation of the Detail Update sel~.ctor ]0 butto}l432 causes the system 10 to update the database60 as previoLIsly de~scribed u ith respect to the lTpdate Control selector button 2'0 ~see Figure 6A ).
Acti~ation Or the lIang Up selector button434 causes the telephone contr(ll system 52 ~.see l;igure IB) to terminate the customer telephone call. In addit;on, completion oi'the xcript 10() causes the system 10 to change the status of the r SR
15 to indicate that the TSR is availah]e for processing additional telephone calls.
I f the customer in the example above utilized the cellular phone for mc~re th~l thirt~ minutes per month, the script 100 will proceed along the Continue branc}- 32~ ~see Figure 12) to the Over Thirty-Minute panel 344. In theQver Thirty-Minute panel 344, shown in Figure 14F, a differeIlt di;~log action 20 object440 would have presented a different message to the customer. As previously discussed, the decision to proceed along the Continue branch 326 (seeFigure 12) to the Thirty-Minute panel 340 or the Cont;nue branch 328 to the Over Thirt~-Millute panel 344 is based on customer record data obtained firolll the database60. In additiom the potential customer savings in the cellular .~ telephone example presented above varies depending upon thc custumer teiephone usage. The customer sav-ings data can be derived directly from the database 60. or calculated using data from the database. The use of calculated data llelds is uell knoi~n in by those skiiled in the use of databases and need not be described in detail hereill.
Thus, tne system d~inamically adjusts the contents o:f the script 100 so that the script is customized for each customer. In addition. as previousl~
discussed. the system 1(:) can provide different scripts 1()() to diiferent ISRsprocessing the same h~pe of telephone calls. For example~ if the system 1() is used in a bill collection environment, a first script 100 ma~ be provided to a 3~. relatively h~ G~ Gd TSR for a customer w}lose bill is only thirty days overdue. A customer whose bill is ninety days o~erdue ~ould have a diftèrel1t ~ WO 96105685 PCTI~S95110208 script l 00 and may be directed to a more e~:perienced TSR. I'hus the system cannot onhT dynamically adjust the script 100 but can direct difi'erent scripts to different TSRs depending on criteria selected by the user. The system 10 also permits the simple editing of scripts that ha e alreadT been created so that the~T
S may be customi~ed for different applications.
It is to be understood that even though various embodiments and ad~Tantages of the present in~ ention ha~ e heen set forth in the foregc~ing description~ the above disclosure is illustrative only. and changes may be made in deta;l. yet remain ~ithhl the broad principles of the in~ention. Therefore. the 1(1 present in~ention is to be limited only by the appended claims.

Claims (47)

1. Claims What is claimed is An agent interface system for use by an agent on a telephone call management system the system comprising:
   an agent workstation having a telephone and a computer workstation said computer workstation including a computer display and a data entry unit;
   a database storage area coupled to said agent workstation and containing data records;
   a script storage area containing a plurality of stored script displays to be displayed on said computer display in a display sequence with at least one of said stored script displays requesting agent input on said data entry unit, a record display generator accessing said database storage area and displaying on said computer display at least a portion of said data records relating to a customer; and a driver to couple said customer to said agent workstation.
2. 2 The system of claim 1 wherein said driver is a telephone interface to couple said telephone to a customer telephone to permit telephonic communication between the agent and said customer using said stored script displays to govern said telephonic communication.
3. 3. The system of claim 2 wherein said telephone interface is an outbound dialer placing a telephone call to said customer.
4. 4. The system of claim 2 wherein said telephone interface is an automatic call distributor to couple an inbound telephone call from said customer to said telephone
5. 5. The system of claim 1 wherein said telephone interface is a telephone switch to couple a telephone call between a customer telephone and said telephone
6. 6. The system of claim I wherein said record display generator performs substantially real-time access of said customer record information relating to said customer
7. 7. The system of claim 1. further including validation means to compare said agent input to a predetermined range of valid data inputs, said validation means accepting said user input only if said user input is within said predetermined range of valid data inputs.
8. 8. The system of claim 7 wherein said predetermined range of valid data inputs is displayed on said computer display.
9. 9. The system of claim 1, further including retreat means for changing from a current script display to a previous script display immediately preceding said current script display in said predetermined display sequence in response to said agent input.
10. 10. The system of claim 9, further including advance means for returning to said current script display from said previous script display following the use of said retreat means.
11. 11. The system of claim 1 wherein said display sequence is determined by said agent input.
12. 12. The system of claim 1, further including a computer network coupling said agent workstation to a data server, said script storage area beingcontained within said data server and accessed by said agent workstation using said computer network.
13. 13. The system of claim 1. further including a computer network coupling said agent workstation to a plurality of data servers, said script storage area being contained within one of said data server and accessed by said agent workstation using said computer network.
14. 14. The system of claim 13, further including means for selecting said one data server to contain said script storage area.
15. 15. The system of claim 1. further including script generation means for generating a user selected script comprising a plurality of new script displays. said new script displays being stored in said script storage area as said stored script displays.
16. 16. The system of claim 15 wherein said user selected script has a beginning and an end, the system further including flow check means for determining a valid path from said beginning to said end.
17. 17. The system of claim 15 wherein said display sequence is determined by said script generation means.
18. 18. The system of claim 15 wherein said display sequence is determined by said agent input.
19. 19. The system of claim 1, further including script alteration means for altering a selected one of said stored script displays to generate an altered script display. said altered script display being stored in said script storage area in place of said selected one stored script display.
20. 20. The system of claim 1 wherein said script has a first stored script display and a last stored script display and said display sequence is a linear flow sequence from said first stored script displays to said last stored script display.
21. 21. The system of claim 1 wherein said display sequence is a branching display sequence with a plurality of branches, the system further including a branch logic control to control said display sequence based on said agent input.
22. 22. A user interface system for use by an agent to present information to a customer using a client-server architecture, the system comprising:
    a computer workstation including a computer display and a data entry unit;
    a client-server presentation layer within said computer workstation to control the presentation of the information to the agent;
    a script storage area containing a plurality of stored script displays to be displayed on said computer display in a display sequence with at least one of said stored script displays requesting agent input on said data entry unit;
    
    a client-server application logic layer within said computer workstation to control said sequence;
    a database storage area coupled to said computer workstation and containing data records;
    a client-server database logic layer to control access to said database storage area;
    a client-server database layer to control storage of said data records in said database storage area and retrieval of said data records from said database storage area; and a record display generator to access said database storage area using said database logic layer and said database layer and to display on said computer display at least a portion of said data records relating to a customer.
23. 23. The system of claim 22, further including a computer network coupling said agent workstation to a data server said script storage area being contained within said data server and accessed by said agent workstation using said computer network.
24. 24. The system of claim 22, further including a computer network coupling said agent workstation to a plurality of data servers, said script storage area being contained within one of said data server and accessed by said agent workstation using said computer network.
25. 25. The system of claim 24, further including means for selecting said one data server to contain said script storage area.
26. 26. A graphic user interface system for a user to design scripts used by an agent in providing information to a customer, the system having a computerdisplay viewable by the agent, the system comprising:
    a data source selector to permit the user to define a source of data records for insertion into the script;
    a script selector to define a plurality of panel displays to be sequentially displayed on the computer display in a display sequence;
    an action object selector to define action objects associated with each of said panel displays, said action objects providing information to the agent or gathering information from the agent; and a data entry unit to permit the entry of text data and commands by the user, at least a portion of said text data being designated as a dialog to be presented by the agent to the customer.
27. 27. The system of claim 26 wherein said plurality of stored panel displays have an established interrelationship, the system further including a script action object to define said interrelationship.
28. 28. The system of claim 26 wherein said action objects include an update object to permit the user to edit said customer data.
29. 29. The system of claim 26 wherein said action objects include an external event action to control the interaction of the system with a telephone system driver, said driver providing initial data to the system to initiate display of said plurality of display panels
30. 30. The system of claim 26 wherein said action objects include a fulfillment action object to permit the generation of a record related to a completion of providing information to the customer.
31. 31. The system of claim 16 wherein the script has a beginning and an end, the system further including flow check means for determining a valid path from said beginning to said end.
32. 32. The system of claim, 26 wherein the script includes a request for information from the agent, said display sequence being determined by an agent input on said data entry unit in response to said request.
33. 33. The system of claim 26 wherein said plurality of stored panel displays have an established interrelationship, the system further including a graphical display generator coupled to the computer display to provide a graphical representation of said stored panel displays and said interrelationship.
34. 34. The system of claim 26, further including a clock to add time information to selected ones of said panel displays when defined by said script selector.
35. 35. The system of claim 26, further including a graphical display generator coupled to the computer display to provide a graphical representation of action objects previously defined by said action object selector.
36. 36. The system of claim 26, further including an internal storage area to store said source of customer data.
37. 37. The system of claim 26, further including a remote storage area to store said source of customer data.
38. 38. The system of claim 37, further including a computer network and a network server, said remote storage area being contained within said network server and accessed using said computer network.
39. 39. The system of claim 26, further including an editor usable by the user to edit said data source.
40. 40. The system of claim 26 for use with a plurality of agents, the system further including a director selector to designate selected agents from said plurality of agents by whom the script will be used.
41. 41. The system of claim 40 wherein said director selector designates said selected agents based on agent data from said data source.
42. 42. A scripting system for use by an agent to present information to a customer, the system comprising:
    an agent workstation having a computer workstation, said computer workstation including a computer display and a data entry unit:
    a database storage area coupled to said agent workstation and containing data records;
    a record display generator accessing said database storage area and displaying on said computer display at least a portion of said data records relating to a customer:
    a script storage area containing a plurality of stored script displays to be displayed on said computer display in a display sequence with at least one of said stored script displays requesting agent input on said data entry unit, and at least one of said stored script displays including said portion of said data records: and a sequence generator to determine said display sequence said display sequence being determined at least in part by said agent input.
43. 43. The system of claim 42 wherein said display sequence is determined by said portion of said data records.
44. 44. A method for use by an agent on a telephone call management system for presenting information, the agent having an agent workstation having a telephone and a computer workstation, the computer workstation including a computer display viewable by the agent and a data entry unit, the method comprising the steps of:
    providing a database storage area coupled to the agent workstation and containing data records;
    providing a script storage area containing a plurality of stored script displays to be displayed on said computer display in a display sequence with at least one of said stored script displays requesting agent input on the data entry unitaccessing said database storage area and displaying on the computer display at least a portion of said data records relating to a customer; and coupling said customer to said agent workstation to allow the agent to present information from said script storage area to the customer.
45. 45. A method for a user to design scripts used by an agent in providing information to a customer, the system having a computer display viewable by the agent, the method comprising the steps of:
    defining a source of data records for insertion into the script:
    defining a plurality of panel displays to be sequentially displayed on the computer display in a display sequence;
    defining action objects associated with each of said panel displays. said action objects providing information to the agent or gathering information from the agent; and entering text data and commands at least a portion of said text data being designated as a dialog to be read by the agent to the customer.
46. 46. A method of scripting for use by an agent to present information to a customer, the agent having an agent workstation having a computer workstation, said computer workstation including a computer display and a data entry unit, the comprising the steps of:
    providing a database storage area coupled to the agent workstation and containing data records;
    accessing said database storage area and displaying on the computer display at least a portion of said data records relating to a customer;
    providing a script storage area containig a plurality of stored script displays to be displayed on the computer display in a display sequence with at least one of said stored script displays requesting agent input on the data entry unit, and at least one of said stored script displays including said portion of said data records: and displaying at least a portion of said plurality of stored script displays on the computer display in said display sequence, said display sequence being determined at least in part by said agent input.
47. 47. The method of claim 46 wherein said display sequence is determined by said portion of said data records.