CA2282931A1 - A contact center system capable of handling multiple media types of contacts and method for using the same - Google Patents

A contact center system capable of handling multiple media types of contacts and method for using the same Download PDF

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Publication number
CA2282931A1
CA2282931A1 CA 2282931 CA2282931A CA2282931A1 CA 2282931 A1 CA2282931 A1 CA 2282931A1 CA 2282931 CA2282931 CA 2282931 CA 2282931 A CA2282931 A CA 2282931A CA 2282931 A1 CA2282931 A1 CA 2282931A1
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CA
Canada
Prior art keywords
contacts
workstations
media
criteria
contact
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.)
Granted
Application number
CA 2282931
Other languages
French (fr)
Other versions
CA2282931C (en
Inventor
John C. Mears
William R. Lewis, Jr.
Gary E.. Korzeniowski
Ly K. Peang-Meth
Current Assignee (The listed assignees may be inaccurate. Google has not performed a legal analysis and makes no representation or warranty as to the accuracy of the list.)
Microlog Corp
Original Assignee
Microlog Corp
Priority date (The priority date 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 date listed.)
Filing date
Publication date
Application filed by Microlog Corp filed Critical Microlog Corp
Priority to CA 2282931 priority Critical patent/CA2282931C/en
Publication of CA2282931A1 publication Critical patent/CA2282931A1/en
Application granted granted Critical
Publication of CA2282931C publication Critical patent/CA2282931C/en
Anticipated expiration legal-status Critical
Expired - Fee Related legal-status Critical Current

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Classifications

    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q3/00—Selecting arrangements
    • H04Q3/64—Distributing or queueing
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
    • H04Q2213/13034—A/D conversion, code compression/expansion
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
    • H04Q2213/13072—Sequence circuits for call signaling, ACD systems
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
    • H04Q2213/13093—Personal computer, PC
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
    • H04Q2213/13096—Digital apparatus individually associated with a subscriber line, digital line circuits
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
    • H04Q2213/13097—Numbering, addressing
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
    • H04Q2213/13103—Memory
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
    • H04Q2213/13106—Microprocessor, CPU
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
    • H04Q2213/13141—Hunting for free outlet, circuit or channel
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
    • H04Q2213/13174—Data transmission, file transfer
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
    • H04Q2213/13175—Graphical user interface [GUI], WWW interface, visual indication
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
    • H04Q2213/13179—Fax, still picture
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
    • H04Q2213/1322—PBX
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
    • H04Q2213/13248—Multimedia
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
    • H04Q2213/13349—Network management
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
    • H04Q2213/13375—Electronic mail
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
    • H04Q2213/13377—Recorded announcement
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
    • H04Q2213/13389—LAN, internet

Landscapes

  • Engineering & Computer Science (AREA)
  • Computer Networks & Wireless Communication (AREA)
  • Telephonic Communication Services (AREA)
  • Data Exchanges In Wide-Area Networks (AREA)

Abstract

A contact center system and method employing a plurality of agent workstations, and which includes a queuing component, capable of receiving contacts of different media-types, such as telephone calls, e-mails, facsimiles, web chat, voice over internet protocol, and so on, and maintaining the different media types contacts in a common queue while awaiting routing to the agent workstations. The system further comprises a routing component which routes the queued contacts to the agents based on criteria of the contacts, criteria of the agents, or both. A media changing component of the system is capable of changing a media-type of any of the media-type contacts to generate a changed media-type contact, while the queuing component is capable of entering the changed media-type contact in the common queue, and the routing component is capable of routing the queued changed media-type contact to at least one of the workstations. A contact handling component initiates an event at any of the workstations in response to the contact being routed to the workstation, so that an agent at the workstation can handle the contact as appropriate.

Claims (24)

1. A system for receiving and distributing contacts of different media types to a plurality of workstations, comprising;
a queuing component, adapted to receive said different media-type contacts and maintain said contacts in a common queue while said contacts are awaiting routing to said workstations; and a routing component, adapted to route the queued contacts to said workstations based on designated criteria.
2. A system as claimed in claim 1, wherein:
said designated criteria includes at least one of criteria of said queued contacts and criteria assigned to agents operating said workstations.
3. A system as claimed is claim 2, wherein:
said designated criteria includes said criteria of said queued contacts and said criteria assigned to said agents.
4. A system as claimed in claim 1, further comprising:
a media changing component, adapted to change a media-type of any of said media-type contacts to generate a changed media type contact.
5. A system as claimed in claim 1, wherein:
said queuing component is adapted to enter said changed media type contact in said common queue; and said routing component is adapted to route said queued changed media-type contact to at least one of said workstations.
6. A system as claimed in claim 1, further comprising:
a contact handling component, adapted to initiate an event at any of said workstations in response to said contact being routed thereto.
7. A system as claimed in claim 6, wherein:
said event includes at least one of ringing a telephone assigned to said any workstation and causing said any workstation to generate a display on its display screen.
8. A system as claimed in claim 1, wherein said contacts include at least one of the following:
a voice communication;
a facsimile communication;
an e-mail communication; and data transmittable over the Internet.
9. A method for receiving and distributing contacts of different media types to a plurality of workstations, comprising the steps of:
maintaining said different media-type contacts in a common queue while said contacts are awaiting routing to said workstations; and routing the queued contacts to the workstations based on designated criteria.
10. A method as claimed in claim 9, wherein:
said designated criteria includes at least one of criteria of said queued contacts and criteria assigned to agents operating said workstations.
11. A method as claimed in claim 10, wherein:
said designated criteria includes criteria of said queued contacts and criteria assigned to agents operating said workstations.
12. A method as claimed in claim 9, further comprising the step of:
changing a media-type of any of said media type contacts to generate a changed media-type contact.
13. A method as claimed in claim 12, further comprising the steps of entering said changed media type contact in said common queue; and routing said queued changed media type contact to at least one of said workstations.
14. A method as claimed in claim 9, further comprising the step of:
initiating an event at any of said workstations in response to said contact being routed thereto.
15. A method as claimed in claim 14, wherein said event initiating stop includes at least one of the following steps:
ringing a telephone assigned to said any workstation; and causing said any workstation to generate a display on its display screen.
16. A method as claimed in claim 9, further comprising the step of:
receiving said contacts as at least one of the following:
voice communication;
facsimile communication;
e-mail communication; and data transmittable over the Internet.
17. A computer readable medium of instructions for controlling a contact center to receive and distribute contacts of different media types to a plurality of workstations, comprising:
a first set of data adapted to control said contact center to receive said different media-type contacts and maintain said contacts in a common queue while said contacts are awaiting routing to said workstations; and a second set of data, adapted to control said contact center to route the queued contacts to said workstations based on designated criteria.
18. A computer readable medium of instructions as claimed in claim 17, wherein:

said second set of data is adapted to control routing of said queued contacts based on said designated criteria which includes at least one of criteria of said queued contacts and criteria assigned to agents operating said workstations.
19. A computer readable medium of instructions as claimed in claim 18, wherein:
said second set of data is adapted to control routing of said queued contacts based on said designated criteria which includes criteria of said queued contacts and criteria assigned to agents operating said workstations.
20. A computer readable medium of instructions as claimed in claim 18, further comprising:
a third set of instructions, adapted to control said call center to change a media-type of any of said media type contacts to generate a changed media-type contact.
21. A computer readable medium of instructions as claimed in claim 20, further comprising:
a fourth set of instructions, a adapted to control said contact center to enter said changed media type contact in said common queue; and a fifth set of instruction, adapted to control said contact center to route said queued changed media-type contact to at least one of said workstations.
22. A computer readable medium of instructions as claimed in claim 18, further comprising.
a sixth set of instructions, adapted to control said contact center to initiate an event at any of said workstations in response to said contact being routed thereto.
23. A computer readable medium of instructions as claimed in claim 22, wherein:
said sixth said of instructions is adapted to control said contact center to initiate said event which includes at least one of ringing a telephone assigned to said any workstation and causing said any workstation to generate a display on its display screen.
24. A computer readable medium of instructions as claimed in claim 23, further comprising:
a seventh set of instructions, adapted to control said contact center to receive said contacts which include at least one of the following:
a voice communication;
a facsimile communication; ~
an e-mail communication; and data transmittable over the Internet.
CA 2282931 1999-09-21 1999-09-21 A contact center system capable of handling multiple media types of contacts and method for using the same Expired - Fee Related CA2282931C (en)

Priority Applications (1)

Application Number Priority Date Filing Date Title
CA 2282931 CA2282931C (en) 1999-09-21 1999-09-21 A contact center system capable of handling multiple media types of contacts and method for using the same

Applications Claiming Priority (1)

Application Number Priority Date Filing Date Title
CA 2282931 CA2282931C (en) 1999-09-21 1999-09-21 A contact center system capable of handling multiple media types of contacts and method for using the same

Publications (2)

Publication Number Publication Date
CA2282931A1 true CA2282931A1 (en) 2001-03-21
CA2282931C CA2282931C (en) 2011-11-22

Family

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Family Applications (1)

Application Number Title Priority Date Filing Date
CA 2282931 Expired - Fee Related CA2282931C (en) 1999-09-21 1999-09-21 A contact center system capable of handling multiple media types of contacts and method for using the same

Country Status (1)

Country Link
CA (1) CA2282931C (en)

Cited By (3)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
WO2003083683A2 (en) * 2002-03-29 2003-10-09 International Business Machines Corporation Most eligible server in a common work queue environment
US9823807B2 (en) 2005-07-12 2017-11-21 International Business Machines Corporation Human-to-human collaborative session request queue processing
CN112509574A (en) * 2020-11-26 2021-03-16 上海济邦投资咨询有限公司 Investment consultation service system based on big data

Cited By (6)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
WO2003083683A2 (en) * 2002-03-29 2003-10-09 International Business Machines Corporation Most eligible server in a common work queue environment
WO2003083683A3 (en) * 2002-03-29 2004-04-15 Ibm Most eligible server in a common work queue environment
US8190743B2 (en) 2002-03-29 2012-05-29 International Business Machines Corporation Most eligible server in a common work queue environment
US9823807B2 (en) 2005-07-12 2017-11-21 International Business Machines Corporation Human-to-human collaborative session request queue processing
CN112509574A (en) * 2020-11-26 2021-03-16 上海济邦投资咨询有限公司 Investment consultation service system based on big data
CN112509574B (en) * 2020-11-26 2022-07-22 上海济邦投资咨询有限公司 Investment consultation service system based on big data

Also Published As

Publication number Publication date
CA2282931C (en) 2011-11-22

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EEER Examination request
MKLA Lapsed

Effective date: 20140923