US20030210777A1 - Method and apparatus for controlling a contact center - Google Patents
Method and apparatus for controlling a contact center Download PDFInfo
- Publication number
- US20030210777A1 US20030210777A1 US10/459,087 US45908703A US2003210777A1 US 20030210777 A1 US20030210777 A1 US 20030210777A1 US 45908703 A US45908703 A US 45908703A US 2003210777 A1 US2003210777 A1 US 2003210777A1
- Authority
- US
- United States
- Prior art keywords
- switch
- pbx
- agent
- switching
- contact center
- 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.)
- Abandoned
Links
- 238000000034 method Methods 0.000 title claims description 18
- 238000004891 communication Methods 0.000 claims description 6
- 230000000977 initiatory effect Effects 0.000 claims 1
- 230000011664 signaling Effects 0.000 claims 1
- TYRFQQZIVRBJAK-UHFFFAOYSA-N 4-bromobenzene-1,2,3-triol Chemical compound OC1=CC=C(Br)C(O)=C1O TYRFQQZIVRBJAK-UHFFFAOYSA-N 0.000 description 41
- 230000003993 interaction Effects 0.000 description 6
- 238000007792 addition Methods 0.000 description 2
- 238000010586 diagram Methods 0.000 description 2
- 239000004744 fabric Substances 0.000 description 2
- 238000012986 modification Methods 0.000 description 2
- 230000004048 modification Effects 0.000 description 2
- 230000008569 process Effects 0.000 description 2
- 230000004044 response Effects 0.000 description 2
- 238000013459 approach Methods 0.000 description 1
- 230000000295 complement effect Effects 0.000 description 1
- 230000007423 decrease Effects 0.000 description 1
- 238000012544 monitoring process Methods 0.000 description 1
- 230000002093 peripheral effect Effects 0.000 description 1
Images
Classifications
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
- H04M3/5183—Call or contact centers with computer-telephony arrangements
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M2203/00—Aspects of automatic or semi-automatic exchanges
- H04M2203/60—Aspects of automatic or semi-automatic exchanges related to security aspects in telephonic communication systems
- H04M2203/6018—Subscriber or terminal logon/logoff
Definitions
- This invention relates to telecommunications contact centers, and more specifically, to an improved technique of controlling and monitoring a plurality of agent stations in the contact center.
- call center in order to permit agents to interact with customers.
- a typical example of such a call center would be that maintained by an airline or credit card company, where customers may call in with questions, make reservations, etc.
- the call centers include the ability to do automated outbound calling to selected customers as well.
- a contact center is substantially the same as a call center other than the fact that communications may be in a variety of media, instead of just by telephone.
- a contact center may have the ability to support agent customer interaction via e-mail, web chat, video, etc.
- the particular types of interactions are the subject of the client's own choice, and the contact center may support some or all such interactions.
- PBX systems provide telephony functions to a set of users in a business environment.
- contact center software will direct the operation of the PBX via a computer telephony interface (CTI) link.
- CTI computer telephony interface
- both the PBX and the contact center switch contain switching capacity, and both may be addressing the same set or subset of users. Thus, there is the potential for conflict in controlling the operation of the call center. It is important to note that either the PBX or the contact center switch can use either traditional analog or digital telephony to connect the desktop devices together, and to connect desktop devices to the public networks; or either or both the PBX or the contact center switch can use packet or cell based data networks—for example, an Internet protocol network—to provide such connectivity.
- FIG. 1 shows a typical technique utilized to integrate the call center applications hardware/software (hereinafter “call center application's switch”, “call center switch” or “switch”) with the PBX.
- call center application's switch “call center switch” or “switch”
- a semi-permanent connection is “nailed up” between call center applications 102 and telephones 104 - 106 .
- the PBX is used to nail up this connection, operating as a semi-permanent patch panel rather than an actual switching device.
- the PBX is utilized to establish semi-permanent connections from telephones 104 - 106 to call center applications switch 102 .
- the semi-permanent connections are established when an agent logs on to the contact center system, and persist during the period of time in which the agent is logged in.
- PBX 103 Different semi-permanent connections are established through PBX 103 for each of the telephones 104 - 106 .
- the nailed up connection is initiated by switch 102 after the agent at one of terminals 107 - 109 logs onto switch 102 .
- Switch 102 knows which telephone extension is associated with each of terminals 107 - 109 , and can thus nail up the appropriate connection.
- the data and voice terminal are associated with each other to form the agent positions 120 - 122 as shown.
- call center switch 102 includes switching hardware analogous to that included in the PBX. Thus, all of the applications and the switching are executed on the hardware denoted call center switch 102 .
- the PBX is simply left to patch connections together.
- switch 102 requires a port to connect to each of data terminals 107 - 109 , another port for each voice terminal 104 - 106 connected to the switch through the PBX 103 , and still further ports for connecting to the public network 101 .
- This increases hardware and software requirements, as well as cost, and also decreases reliability by having too many failure points.
- FIG. 2 A second configuration for utilizing a call center application switch to implement a call or contact center is shown in FIG. 2.
- the arrangement of FIG. 2 includes a local area network (LAN) 210 for interconnecting the call center application switch 206 with a plurality of agent stations.
- LAN local area network
- LAN 210 is shown as interconnecting the agents with the call center application switch, separate connections between the call center switch 206 and agents 201 - 204 may also be implemented.
- the approach shown in FIG. 2 also has several flaws. One problem is that the PBX is eliminated from the entire architecture.
- the functionality of the PBX is instead implemented in call center application switch 206 .
- call center application switch 206 since such a switch is not designed to be a full PBX, some of the functionality of a typical PBX is not included in such a call center switch.
- general purpose conferencing, unified messages and other functions normally included in the PBX are typically not included in a call center applications switch.
- FIG. 3 Still another architecture for integrating a call center application switch with the PBX is shown in FIG. 3.
- the architecture of FIG. 3 includes a separate PBX 302 and a call center applications switch 301 .
- Each of the PBX 302 and call center application switch 301 may independently talk to a wide area network (WAN) 350 .
- Agents that require a call center applications to service customers are connected to a LAN 320 for communication with call center applications switch 301 .
- General personnel within the company, whose telephone sets are indicated by 303 - 306 are connected only to PBX 302 for general inbound and outward calling.
- supervisory personnel 311 - 315 who require access to both the PBX 302 for general calling purposes, and to call center applications switch 301 to monitor and/or participate in call center applications, are connected to both PBX 302 and call center applications switch 301 .
- FIG. 3 permits those personnel utilizing mostly PBX functionality to configure their systems with only one port for access to the PBX.
- Personnel stationed at stations 307 - 310 are typically configured for access to call center applications switch 301 .
- the disadvantages of the arrangement shown in FIG. 3 is that any of the personnel at stations 311 - 315 may be on the telephone or servicing a contact from either PBX 302 or call center applications switch 301 , when the other of the two requests contact with the particular person.
- the stations 311 - 315 which require access to both also require duplicative hardware and software.
- Control of agents stations may be passed between the PBX and contact center switch either on a temporary bases or a semi-permanent basis, or even on a permanent basis.
- Tables may be maintained in the call center applications switch indicating all of the agents available online, and which of the PBX or call center applications switch has control over such agents.
- FIG. 1 shows prior art contact center configuration
- FIG. 2 shows a'second prior art contact center configuration
- FIG. 3 shows still another prior art contact center configuration in which a contact center utilizes both a PBX and a contact center switch;
- FIG. 4 shows the architecture an exemplary embodiment of the present invention.
- FIG. 5 shows a flow chart of software which preferably runs in the contact center switch in accordance with the teachings of the present invention.
- FIG. 4 depicts a high level functional diagram of the basic architecture of the present invention.
- the arrangement of FIG. 4 represents only an exemplary embodiment, and other network configurations are possible.
- Public network 480 may be the public switched telephone network (PSTN) or, in the case of more modem contact centers, may be the Internet. Moreover, it is possible that either PBX 401 or switch 402 may communicate with one or both of the Internet and the PSTN.
- the arrangement of FIG. 4 also includes a local area network (LAN) 410 , exemplary agent terminals 404 - 408 , each connected to communicate with the PBX 401 via LAN 410 . Each agent is also connected to contact center switch 402 , and may access the contact center applications as needed.
- Each agent station 404 - 408 may include an audio terminal and a data terminal.
- the PBX switch fabric within PBX 401 can respond to and initiate communications between any desktop device 404 - 408 and any other desktop device 404 - 408 and/or public network 480 .
- the default condition is that the PBX is connected to the desktop agents 404 - 408 and has complete control over such agents.
- a particular agent desires to log directly into the switch 402 , that agent logs on and the switch 402 then takes control over the desktop from the PBX 401 .
- the switch 402 may advise the PBX 401 over LAN 410 of the hand-off in control for a particular agent.
- the desktop agent itself may send either an in-band or out of band message to PBX 401 indicating that control has been passed off to the switch 402 .
- Another method is for the contact center switch to initiate a connection to the appropriate agent at the beginning of the agent's shift via the PBX. This is accomplished by sending a signal to the PBX to create a virtual connection from the contact center switch to the agent; in this instance, the contact center switch looks to the PBX like a set of desktop devices or a set of multi-channel packet trunks—no special protocol or API is required to coordinate interaction between the PBX and the contact center switch.
- the switch 402 may interact with such agent to facilitate the implementation of numerous applications.
- Such applications may involve the interconnection of agent stations with parties over public network 480 , the interaction of agent stations with other computers, and/or any of a variety of functions typical of contact centers.
- the switch 402 may also interface with other peripherals (not shown) such as database servers, integrated voice response systems, etc.
- the switch 402 may have more or less switching capacity than PBX 401 .
- the switch 402 and PBX 401 may arbitrate control of specific agent stations over LAN 410 .
- the switch 402 may itself control which of PBX 401 or switch 402 controls any particular agent station.
- the switch 402 switching fabric may occasionally need to connect with a desktop agent station being controlled by PBX 401 .
- PBX 401 Such a scenario could arise when a contact taking place via switch 402 requires a supervisor or other desktop agent to patched in, and wherein such supervisor or other desktop agent is controlled by the PBX 401 rather than switch 402 .
- Such temporary patch-ins can be accomplished via a temporary hand-off for a particular contact. After the contact is completed, control will automatically revert back to the PBX for the additional agent patched into the switch 402 .
- One exemplary technique for accomplishing the foregoing is to define a message exchange protocol between the PBX 401 and the call center switch 402 .
- a default condition includes control of a specified agent, (e.g., 406 ) being vested in the PBX 401 .
- a message is sent from the call center switch 402 , to the PBX, which causes the PBX to relinquish control of the agent.
- the PBX 401 will no longer send messages to the agent and/or read responses.
- the optional table within said switch 402 is updated to reflect the fact that call center switch 402 is now in control of the particular agent 406 . Messages may now be transmitted from call center switch 402 to agent 406 , and the PBX will send no further messages to agent 406 until advised to do so by call center switch 402 .
- the handoff of control may optionally be accomplished without the agent 406 even knowing. Instead, the address of the PBX on the network is known to the call center switch 402 . Thus, during such time as switch 402 has control, it will receive messages destined for the PBX network address and originated by agent 406 will process such messages. At the end of the time that switch 402 is controlling agent 406 , it will send a message to PBX 401 to relinquish control and then cease itself to receive or process messages from agent 406 .
- the switching capacity of both of the modern switch 402 and the PBX 401 may be utilized. There is no master slave relationship, nor is the PBX utilized as a patch panel, thereby effectively wasting its switching capacity. Rather, the switching capacity of the contact center is comprised of the switching capacity of both of the PBX 401 and switch 402 , thereby maximizing the use of all components in a hybrid configuration.
- a table may be maintained within the switch 402 . If control is to be transferred to the PBX 401 , the table so indicates and the switch 402 then knows not to attempt control of such an agent. Alternatively, any of the agents 404 - 408 may designate whether they ought to be controlled by the switch 402 or the PBX 401 . By sending an appropriate message to both PBX 401 and switch 402 , control conflicts are avoided and the specified device maintains control of the desktop agent until a new message is sent by such agent. In such a system that allows each agent station to specify whether the call center 402 or the PBX 401 , the call center switch 402 may still have the ability to at least temporarily override such preference.
- control is normally as specified by the agent, except for temporary overrides.
- the switch 402 itself may assign the PBX to handle certain agent stations, while maintaining control of other agent stations for itself based on any desired factors. This decision made by the switch may account for a variety of factors. For example, applications which involve agents simply receiving a call from a calling customer, and little more, may be handled by the PBX, since such applications require only basic switching capabilities. Other applications, which require conferencing, supervisors, or interface with other processors and computers and thus, require the vast functionality of switch 402 , may be handled through such central processor.
- Still another criteria for dividing control of desktop agents 404 - 408 may be the role in which any agent is placed at any particular duration of time.
- an agent designated to a particular simplistic task which can be handled by the PBX 401 may be controlled solely by the PBX 401 , whereas the same agent, when redesignated for other tasks, may be controlled by the central processor.
- the control may be divided among switch 402 and PBX 401 based upon simply the number of agents each is capable of controlling, as well as the switching capacity available in each of the switch 402 and PBX 401 . Any subdivision of agents between one of more PBX's and one or more call center switches may be implemented, thereby allowing the switching capacity of both the switch 402 running the applications, as well as the PBX 401 , to be used.
- FIG. 5 shows a high level flow chart of the steps executed by the switch 402 when one of agents 404 - 408 logs on.
- the log on message is received at block 502 and control is transferred to block 503 .
- the log on message includes information from the agent logging on indicative of whether such agent should be controlled by switch 402 or PBX 401 . Such information may be derived by the roll in which the agent is acting, or privileges granted by the security software operable within each one of agent terminals 404 - 408 .
- the switch 402 determines whether it or PBX 401 will be controlling the particular agent and advises PBX 401 of the same at block 504 . Control is then given to switch 402 at block 505 , and tables indicative of each of the agents 404 - 408 , as well as whether the PBX 401 or switch 402 is controlling each such agent, are updated.
- switch 402 may itself include a preprogrammed table indicative of which of the agents should be controlled by itself, as well as which agent should be controlled by PBX 401 . In such a case, when an agent logs on the switch immediately looks up the appropriate information and either transfers control the PBX 401 if required or maintains control of the agent on its own.
- the switch can be programmed to a default, with the agent having an option to override that default.
Abstract
Description
- This invention relates to telecommunications contact centers, and more specifically, to an improved technique of controlling and monitoring a plurality of agent stations in the contact center.
- Many large customer oriented companies maintain a call center in order to permit agents to interact with customers. A typical example of such a call center would be that maintained by an airline or credit card company, where customers may call in with questions, make reservations, etc. Often the call centers include the ability to do automated outbound calling to selected customers as well.
- Recently, these call centers have evolved into full “contact centers.” A contact center is substantially the same as a call center other than the fact that communications may be in a variety of media, instead of just by telephone. For example, a contact center may have the ability to support agent customer interaction via e-mail, web chat, video, etc. The particular types of interactions are the subject of the client's own choice, and the contact center may support some or all such interactions.
- Contact centers will often co-exist and complement PBX systems. PBX systems provide telephony functions to a set of users in a business environment. In one type of architecture, contact center software will direct the operation of the PBX via a computer telephony interface (CTI) link.
- Recently, full contact center systems have become available that comprise both contact center software and contact center switches in a single system. One such contact center system is sold by the Assignee of the present patent application under the trademark CCPRO. These contact center systems typically comprise a plurality of call center software applications as well as switching capability for routing incoming and outgoing contacts between customers and agents. In many modern contact centers, the call center system is added to an existing PBX system.
- When adding a call center system, an issue arises regarding how to integrate such new hardware, and associated software, with the existing PBX and agent stations. Specifically, both the PBX and the contact center switch contain switching capacity, and both may be addressing the same set or subset of users. Thus, there is the potential for conflict in controlling the operation of the call center. It is important to note that either the PBX or the contact center switch can use either traditional analog or digital telephony to connect the desktop devices together, and to connect desktop devices to the public networks; or either or both the PBX or the contact center switch can use packet or cell based data networks—for example, an Internet protocol network—to provide such connectivity.
- FIG. 1 shows a typical technique utilized to integrate the call center applications hardware/software (hereinafter “call center application's switch”, “call center switch” or “switch”) with the PBX. In the arrangement of FIG. 1, a semi-permanent connection is “nailed up” between
call center applications 102 and telephones 104-106. The PBX is used to nail up this connection, operating as a semi-permanent patch panel rather than an actual switching device. Specifically, the PBX is utilized to establish semi-permanent connections from telephones 104-106 to callcenter applications switch 102. The semi-permanent connections are established when an agent logs on to the contact center system, and persist during the period of time in which the agent is logged in. Different semi-permanent connections are established throughPBX 103 for each of the telephones 104-106. The nailed up connection is initiated byswitch 102 after the agent at one of terminals 107-109 logs ontoswitch 102.Switch 102 knows which telephone extension is associated with each of terminals 107-109, and can thus nail up the appropriate connection. The data and voice terminal are associated with each other to form the agent positions 120-122 as shown. - In the arrangement of FIG. 1,
call center switch 102 includes switching hardware analogous to that included in the PBX. Thus, all of the applications and the switching are executed on the hardware denotedcall center switch 102. The PBX is simply left to patch connections together. - One problem with the arrangement of FIG. 1 is the increased cost resulting from all of the connections. Specifically,
switch 102 requires a port to connect to each of data terminals 107-109, another port for each voice terminal 104-106 connected to the switch through thePBX 103, and still further ports for connecting to thepublic network 101. This increases hardware and software requirements, as well as cost, and also decreases reliability by having too many failure points. - A second configuration for utilizing a call center application switch to implement a call or contact center is shown in FIG. 2. The arrangement of FIG. 2 includes a local area network (LAN)210 for interconnecting the call
center application switch 206 with a plurality of agent stations. The functionality required for all of the call center applications, as well as the ability to switch contacts into and out of the call center, is contained within callcenter application switch 206. It is noted that while theLAN 210 is shown as interconnecting the agents with the call center application switch, separate connections between thecall center switch 206 and agents 201-204 may also be implemented. The approach shown in FIG. 2 also has several flaws. One problem is that the PBX is eliminated from the entire architecture. The functionality of the PBX is instead implemented in callcenter application switch 206. However, since such a switch is not designed to be a full PBX, some of the functionality of a typical PBX is not included in such a call center switch. For example, general purpose conferencing, unified messages and other functions normally included in the PBX are typically not included in a call center applications switch. - Still another architecture for integrating a call center application switch with the PBX is shown in FIG. 3. The architecture of FIG. 3 includes a
separate PBX 302 and a callcenter applications switch 301. Each of thePBX 302 and callcenter application switch 301 may independently talk to a wide area network (WAN) 350. Agents that require a call center applications to service customers are connected to aLAN 320 for communication with callcenter applications switch 301. General personnel within the company, whose telephone sets are indicated by 303-306, are connected only to PBX 302 for general inbound and outward calling. Finally, supervisory personnel 311-315, who require access to both thePBX 302 for general calling purposes, and to callcenter applications switch 301 to monitor and/or participate in call center applications, are connected to bothPBX 302 and callcenter applications switch 301. - The arrangement of FIG. 3 permits those personnel utilizing mostly PBX functionality to configure their systems with only one port for access to the PBX. Personnel stationed at stations307-310 are typically configured for access to call
center applications switch 301. The disadvantages of the arrangement shown in FIG. 3 is that any of the personnel at stations 311-315 may be on the telephone or servicing a contact from eitherPBX 302 or callcenter applications switch 301, when the other of the two requests contact with the particular person. Moreover, the stations 311-315 which require access to both, also require duplicative hardware and software. - In view of the above, there exists a need in the art for an improved and economical manner in which a contact center system can be integrated into a system, which also includes a PBX. Ideally, the functionality of both the PBX and contact
center applications switch 301 should be utilized in conjunction with one another to maximize the effectiveness of the system. - The above and other problems with the prior art are overcome in accordance with the present invention, which relates to an integrated contact center capable of inward/outbound calling which utilizes both a call center application switch and a conventional PBX. Both are in communication with all agents over a local area network, and software resident preferably in the applications switch control—directly or indirectly—which of either the applications switch or the PBX accesses and/or controls the various agent stations.
- Control of agents stations may be passed between the PBX and contact center switch either on a temporary bases or a semi-permanent basis, or even on a permanent basis. Tables may be maintained in the call center applications switch indicating all of the agents available online, and which of the PBX or call center applications switch has control over such agents.
- FIG. 1 shows prior art contact center configuration;
- FIG. 2 shows a'second prior art contact center configuration;
- FIG. 3 shows still another prior art contact center configuration in which a contact center utilizes both a PBX and a contact center switch;
- FIG. 4 shows the architecture an exemplary embodiment of the present invention; and
- FIG. 5 shows a flow chart of software which preferably runs in the contact center switch in accordance with the teachings of the present invention.
- FIG. 4 depicts a high level functional diagram of the basic architecture of the present invention. The arrangement of FIG. 4 represents only an exemplary embodiment, and other network configurations are possible.
-
Public network 480 may be the public switched telephone network (PSTN) or, in the case of more modem contact centers, may be the Internet. Moreover, it is possible that eitherPBX 401 or switch 402 may communicate with one or both of the Internet and the PSTN. The arrangement of FIG. 4 also includes a local area network (LAN) 410, exemplary agent terminals 404-408, each connected to communicate with thePBX 401 viaLAN 410. Each agent is also connected to contactcenter switch 402, and may access the contact center applications as needed. Each agent station 404-408 may include an audio terminal and a data terminal. - In operation, the PBX switch fabric within
PBX 401 can respond to and initiate communications between any desktop device 404-408 and any other desktop device 404-408 and/orpublic network 480. The default condition is that the PBX is connected to the desktop agents 404-408 and has complete control over such agents. When a particular agent desires to log directly into theswitch 402, that agent logs on and theswitch 402 then takes control over the desktop from thePBX 401. - Optionally, the
switch 402 may advise thePBX 401 overLAN 410 of the hand-off in control for a particular agent. Alternatively, the desktop agent itself may send either an in-band or out of band message to PBX 401 indicating that control has been passed off to theswitch 402. Another method is for the contact center switch to initiate a connection to the appropriate agent at the beginning of the agent's shift via the PBX. This is accomplished by sending a signal to the PBX to create a virtual connection from the contact center switch to the agent; in this instance, the contact center switch looks to the PBX like a set of desktop devices or a set of multi-channel packet trunks—no special protocol or API is required to coordinate interaction between the PBX and the contact center switch. - In all cases, since only control information is sent to the PBX from the contact center switch, and such control information goes over the existing local area network, no extra hardware is required to establish and maintain the connection between the contact center switch and the agent desktop, yielding a cost-effective solution for coordinating interaction between the contact center switch and the PBX.
- Once an agent is logged into the
switch 402, theswitch 402 may interact with such agent to facilitate the implementation of numerous applications. Such applications may involve the interconnection of agent stations with parties overpublic network 480, the interaction of agent stations with other computers, and/or any of a variety of functions typical of contact centers. - The
switch 402 may also interface with other peripherals (not shown) such as database servers, integrated voice response systems, etc. Theswitch 402 may have more or less switching capacity thanPBX 401. - In an additional embodiment, the
switch 402 andPBX 401 may arbitrate control of specific agent stations overLAN 410. Theswitch 402 may itself control which ofPBX 401 or switch 402 controls any particular agent station. - During contact center operation, the
switch 402 switching fabric may occasionally need to connect with a desktop agent station being controlled byPBX 401. Such a scenario could arise when a contact taking place viaswitch 402 requires a supervisor or other desktop agent to patched in, and wherein such supervisor or other desktop agent is controlled by thePBX 401 rather thanswitch 402. Such temporary patch-ins can be accomplished via a temporary hand-off for a particular contact. After the contact is completed, control will automatically revert back to the PBX for the additional agent patched into theswitch 402. - One exemplary technique for accomplishing the foregoing is to define a message exchange protocol between the
PBX 401 and thecall center switch 402. A default condition includes control of a specified agent, (e.g., 406) being vested in thePBX 401. When it is desired to redirect control of the agent to the call center application switch, a message is sent from thecall center switch 402, to the PBX, which causes the PBX to relinquish control of the agent. Thus, thePBX 401 will no longer send messages to the agent and/or read responses. At a time when control was turned over to the callcenter application switch 402, the optional table within saidswitch 402 is updated to reflect the fact thatcall center switch 402 is now in control of theparticular agent 406. Messages may now be transmitted fromcall center switch 402 toagent 406, and the PBX will send no further messages toagent 406 until advised to do so bycall center switch 402. - Note that the handoff of control may optionally be accomplished without the
agent 406 even knowing. Instead, the address of the PBX on the network is known to thecall center switch 402. Thus, during such time asswitch 402 has control, it will receive messages destined for the PBX network address and originated byagent 406 will process such messages. At the end of the time that switch 402 is controllingagent 406, it will send a message to PBX 401 to relinquish control and then cease itself to receive or process messages fromagent 406. - By communicating with the
switch 402 andPBX 401, all of the switching capacity of both of themodern switch 402 and thePBX 401 may be utilized. There is no master slave relationship, nor is the PBX utilized as a patch panel, thereby effectively wasting its switching capacity. Rather, the switching capacity of the contact center is comprised of the switching capacity of both of thePBX 401 and switch 402, thereby maximizing the use of all components in a hybrid configuration. - A table may be maintained within the
switch 402. If control is to be transferred to thePBX 401, the table so indicates and theswitch 402 then knows not to attempt control of such an agent. Alternatively, any of the agents 404-408 may designate whether they ought to be controlled by theswitch 402 or thePBX 401. By sending an appropriate message to bothPBX 401 and switch 402, control conflicts are avoided and the specified device maintains control of the desktop agent until a new message is sent by such agent. In such a system that allows each agent station to specify whether thecall center 402 or thePBX 401, thecall center switch 402 may still have the ability to at least temporarily override such preference. This ability would be utilized in the event that one of agents 404-408 is requested on a call that is not controlled by whichever ofPBX 401 or switch 402 is controlling the subject agent. Thus, control is normally as specified by the agent, except for temporary overrides. - In other embodiments, the
switch 402 itself may assign the PBX to handle certain agent stations, while maintaining control of other agent stations for itself based on any desired factors. This decision made by the switch may account for a variety of factors. For example, applications which involve agents simply receiving a call from a calling customer, and little more, may be handled by the PBX, since such applications require only basic switching capabilities. Other applications, which require conferencing, supervisors, or interface with other processors and computers and thus, require the vast functionality ofswitch 402, may be handled through such central processor. - Still another criteria for dividing control of desktop agents404-408 may be the role in which any agent is placed at any particular duration of time. For example, an agent designated to a particular simplistic task which can be handled by the
PBX 401 may be controlled solely by thePBX 401, whereas the same agent, when redesignated for other tasks, may be controlled by the central processor. The control may be divided amongswitch 402 andPBX 401 based upon simply the number of agents each is capable of controlling, as well as the switching capacity available in each of theswitch 402 andPBX 401. Any subdivision of agents between one of more PBX's and one or more call center switches may be implemented, thereby allowing the switching capacity of both theswitch 402 running the applications, as well as thePBX 401, to be used. - FIG. 5 shows a high level flow chart of the steps executed by the
switch 402 when one of agents 404-408 logs on. Atstart 501, the log on message is received atblock 502 and control is transferred to block 503. The log on message includes information from the agent logging on indicative of whether such agent should be controlled byswitch 402 orPBX 401. Such information may be derived by the roll in which the agent is acting, or privileges granted by the security software operable within each one of agent terminals 404-408. - The
switch 402 determines whether it orPBX 401 will be controlling the particular agent and advisesPBX 401 of the same atblock 504. Control is then given to switch 402 atblock 505, and tables indicative of each of the agents 404-408, as well as whether thePBX 401 or switch 402 is controlling each such agent, are updated. - It is noted that the functional diagram shown in FIG. 5 is for implementing the configuration in which the determination as to which of
PBX 401 or switch 402 controls each of agents 404-408. It is notable however, that the determination may be made in advance in the programming ofswitch 402. Specifically, as previously noted,switch 402 may itself include a preprogrammed table indicative of which of the agents should be controlled by itself, as well as which agent should be controlled byPBX 401. In such a case, when an agent logs on the switch immediately looks up the appropriate information and either transfers control thePBX 401 if required or maintains control of the agent on its own. Alternatively, the switch can be programmed to a default, with the agent having an option to override that default. - While the above describes the preferred embodiment in the invention, various modifications or additions will be apparent to those of skill in the art. Such modifications and additions are intended to be covered by the following claims.
Claims (28)
Priority Applications (1)
Application Number | Priority Date | Filing Date | Title |
---|---|---|---|
US10/459,087 US20030210777A1 (en) | 2000-06-16 | 2003-06-11 | Method and apparatus for controlling a contact center |
Applications Claiming Priority (2)
Application Number | Priority Date | Filing Date | Title |
---|---|---|---|
US09/595,697 US6766011B1 (en) | 2000-06-16 | 2000-06-16 | Method and apparatus for controlling a contact center |
US10/459,087 US20030210777A1 (en) | 2000-06-16 | 2003-06-11 | Method and apparatus for controlling a contact center |
Related Parent Applications (1)
Application Number | Title | Priority Date | Filing Date |
---|---|---|---|
US09/595,697 Division US6766011B1 (en) | 2000-06-16 | 2000-06-16 | Method and apparatus for controlling a contact center |
Publications (1)
Publication Number | Publication Date |
---|---|
US20030210777A1 true US20030210777A1 (en) | 2003-11-13 |
Family
ID=29216010
Family Applications (4)
Application Number | Title | Priority Date | Filing Date |
---|---|---|---|
US09/595,697 Expired - Lifetime US6766011B1 (en) | 2000-06-16 | 2000-06-16 | Method and apparatus for controlling a contact center |
US10/459,043 Abandoned US20030198333A1 (en) | 2000-06-16 | 2003-06-11 | Method and apparatus for controlling a contact center |
US10/459,042 Abandoned US20030198332A1 (en) | 2000-06-16 | 2003-06-11 | Method and apparatus for controlling a contact center |
US10/459,087 Abandoned US20030210777A1 (en) | 2000-06-16 | 2003-06-11 | Method and apparatus for controlling a contact center |
Family Applications Before (3)
Application Number | Title | Priority Date | Filing Date |
---|---|---|---|
US09/595,697 Expired - Lifetime US6766011B1 (en) | 2000-06-16 | 2000-06-16 | Method and apparatus for controlling a contact center |
US10/459,043 Abandoned US20030198333A1 (en) | 2000-06-16 | 2003-06-11 | Method and apparatus for controlling a contact center |
US10/459,042 Abandoned US20030198332A1 (en) | 2000-06-16 | 2003-06-11 | Method and apparatus for controlling a contact center |
Country Status (1)
Country | Link |
---|---|
US (4) | US6766011B1 (en) |
Cited By (5)
Publication number | Priority date | Publication date | Assignee | Title |
---|---|---|---|---|
US20050141689A1 (en) * | 2003-12-31 | 2005-06-30 | Wengrovitz Michael S. | Personal call routing between PBX and SIP networks |
US20050141687A1 (en) * | 2003-12-31 | 2005-06-30 | Timucin Ozugur | Call treatment in a communications system based on instant messaging |
US20050141479A1 (en) * | 2003-12-31 | 2005-06-30 | Timucin Ozugur | Presence-based routing in a communications network environment |
US20050175021A1 (en) * | 2004-02-06 | 2005-08-11 | Timucin Ozugur | Dynamic contact list management system and method |
US9723084B2 (en) | 2012-09-12 | 2017-08-01 | Zte Corporation | Inter-agent cross-blade-server calling method and system |
Families Citing this family (11)
Publication number | Priority date | Publication date | Assignee | Title |
---|---|---|---|---|
US8031852B2 (en) * | 2005-04-26 | 2011-10-04 | International Business Machines Corporation | Method for increasing ease of doing business through use of an access point model |
EP1729247A1 (en) * | 2005-06-01 | 2006-12-06 | InVision Software AG | Resource planning for employees |
US7599861B2 (en) | 2006-03-02 | 2009-10-06 | Convergys Customer Management Group, Inc. | System and method for closed loop decisionmaking in an automated care system |
US8379830B1 (en) | 2006-05-22 | 2013-02-19 | Convergys Customer Management Delaware Llc | System and method for automated customer service with contingent live interaction |
US7809663B1 (en) | 2006-05-22 | 2010-10-05 | Convergys Cmg Utah, Inc. | System and method for supporting the utilization of machine language |
US10154143B2 (en) | 2013-03-15 | 2018-12-11 | Genesys Telecommunications Laboratories, Inc. | System and method for dynamically selecting a dial plan |
CN105359126B (en) * | 2013-03-15 | 2019-03-12 | 格林伊登美国控股有限责任公司 | A kind of system for the optimization generation call center services in hybrid manipulation environment |
US9591137B2 (en) | 2013-03-15 | 2017-03-07 | Genesys Telecommunications Laboratories, Inc. | System and method for providing contact center services in a hybrid operations environment |
US9948782B2 (en) | 2013-03-15 | 2018-04-17 | Genesys Telecommunications Laboratories, Inc. | Hybrid cloud architecture with optimized local delivery |
US10277741B2 (en) | 2013-03-15 | 2019-04-30 | Genesys Telecommunications Laboratories, Inc. | System and method for transmitting signaling and media from a hybrid contact center operations environment |
US9559939B2 (en) | 2013-03-15 | 2017-01-31 | Genesys Telecommunications Laboratories, Inc. | System and method for handling resource failure in a hybrid contact center operations environment |
Citations (21)
Publication number | Priority date | Publication date | Assignee | Title |
---|---|---|---|---|
US5479487A (en) * | 1993-02-11 | 1995-12-26 | Intervoice Limited Partnership | Calling center employing unified control system |
US5555179A (en) * | 1993-09-03 | 1996-09-10 | Hitachi, Ltd. | Control method and control apparatus of factory automation system |
US5926539A (en) * | 1997-09-12 | 1999-07-20 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for determining agent availability based on level of uncompleted tasks |
US5946387A (en) * | 1997-02-10 | 1999-08-31 | Genesys Telecommunications Laboratories, Inc, | Agent-level network call routing |
US5953332A (en) * | 1997-02-10 | 1999-09-14 | Genesys Telecommunications Laboratories, Inc. | Agent-initiated dynamic requeing |
US5953405A (en) * | 1997-02-10 | 1999-09-14 | Genesys Telecommunications Laboratories, Inc. | Agent-predictive routing process in call-routing systems |
US6002760A (en) * | 1998-02-17 | 1999-12-14 | Genesys Telecommunications Laboratories, Inc. | Intelligent virtual queue |
US6018579A (en) * | 1996-12-03 | 2000-01-25 | Nortel Networks Corporation | Call center services for local calls using local number portability |
US6021428A (en) * | 1997-09-15 | 2000-02-01 | Genesys Telecommunications Laboratories, Inc. | Apparatus and method in improving e-mail routing in an internet protocol network telephony call-in-center |
US6044368A (en) * | 1998-04-30 | 2000-03-28 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for multiple agent commitment tracking and notification |
US6044145A (en) * | 1998-01-19 | 2000-03-28 | Rockwell Semiconductor Systems, Inc. | Telecommutable platform |
US6067357A (en) * | 1998-03-04 | 2000-05-23 | Genesys Telecommunications Laboratories Inc. | Telephony call-center scripting by Petri Net principles and techniques |
US6108711A (en) * | 1998-09-11 | 2000-08-22 | Genesys Telecommunications Laboratories, Inc. | Operating system having external media layer, workflow layer, internal media layer, and knowledge base for routing media events between transactions |
US6138139A (en) * | 1998-10-29 | 2000-10-24 | Genesys Telecommunications Laboraties, Inc. | Method and apparatus for supporting diverse interaction paths within a multimedia communication center |
US6167395A (en) * | 1998-09-11 | 2000-12-26 | Genesys Telecommunications Laboratories, Inc | Method and apparatus for creating specialized multimedia threads in a multimedia communication center |
US6170011B1 (en) * | 1998-09-11 | 2001-01-02 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for determining and initiating interaction directionality within a multimedia communication center |
US6175564B1 (en) * | 1995-10-25 | 2001-01-16 | Genesys Telecommunications Laboratories, Inc | Apparatus and methods for managing multiple internet protocol capable call centers |
US6185292B1 (en) * | 1997-02-10 | 2001-02-06 | Genesys Telecommunications Laboratories, Inc. | Skill-based real-time call routing in telephony systems |
US6393015B1 (en) * | 1997-09-12 | 2002-05-21 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for automatic network connection between a small business and a client |
US6654457B1 (en) * | 1998-02-05 | 2003-11-25 | British Telecommunications | Call centre |
US6732156B2 (en) * | 1997-02-06 | 2004-05-04 | Genesys Telecommunications Laboratories, Inc. | System for routing electronic mails |
Family Cites Families (104)
Publication number | Priority date | Publication date | Assignee | Title |
---|---|---|---|---|
US3333271A (en) | 1965-09-16 | 1967-07-25 | Philips Corp | Bearing and frequency measuring system |
US4066847A (en) | 1976-09-29 | 1978-01-03 | Automation Electronics Corporation | Automatic call answering and sequencing system |
US4286118A (en) | 1979-07-02 | 1981-08-25 | Solid State Systems, Inc. | Data distribution system for private automatic branch exchange |
US4494229A (en) | 1979-07-02 | 1985-01-15 | Rolm Corporation | Interconnecting apparatus for a distributed switching telephone system |
US4392129A (en) | 1979-07-02 | 1983-07-05 | Solid State Systems, Inc. | Multiplexed liquid crystal display |
US4356348A (en) | 1979-12-07 | 1982-10-26 | Digital Products Corporation | Techniques for detecting a condition of response on a telephone line |
US4408100A (en) | 1981-03-02 | 1983-10-04 | Data Plus, Inc. | Position load distribution and management system for key telephone systems |
US4477698A (en) | 1982-09-07 | 1984-10-16 | Melita Electronics Labs, Inc. | Apparatus for detecting pick-up at a remote telephone set |
US4510351A (en) | 1982-10-28 | 1985-04-09 | At&T Bell Laboratories | ACD Management information system |
US4600814A (en) | 1983-10-05 | 1986-07-15 | Manufacturing Administrations Management Systems, Inc. | Automated system for establishing telephone voice connections |
US4692858A (en) | 1984-02-02 | 1987-09-08 | Trillian Computer Corporation | Visual interface between user and computer system |
US4593273A (en) | 1984-03-16 | 1986-06-03 | Narcisse Bernadine O | Out-of-range personnel monitor and alarm |
US4599493A (en) | 1984-08-28 | 1986-07-08 | Tbs International, Inc. | Multi-line telephone control system |
US4677663A (en) | 1985-07-05 | 1987-06-30 | Melita Electronic Labs, Inc. | Telephone answering and call forwarding improvement |
US4720853A (en) | 1985-07-05 | 1988-01-19 | Melita Electronic Labs, Inc. | Ring signal discriminator |
US4742539A (en) | 1985-07-05 | 1988-05-03 | Melita Electronic Labs, Inc. | Telephone loop current modulator |
US4782510A (en) | 1985-07-05 | 1988-11-01 | Melita Electronic Labs, Inc. | Telephone answering machine with digital storage of announcements and messages |
US4742538A (en) | 1985-07-05 | 1988-05-03 | Melita Electronic Labs, Inc. | Current source and off-hook detector |
US4792968A (en) | 1985-07-10 | 1988-12-20 | Fdr Interactive Technologies | Statistical analysis system for use with public communication facility |
US4782463A (en) | 1985-09-12 | 1988-11-01 | International Business Machines Corp. | Method for generating display screens for a set of application programs by calling screen management subroutines |
US5245314A (en) | 1985-09-18 | 1993-09-14 | Kah Jr Carl L C | Location monitoring system |
US4694483A (en) | 1986-06-02 | 1987-09-15 | Innings Telecom Inc. | Computerized system for routing incoming telephone calls to a plurality of agent positions |
US4742537A (en) | 1986-06-04 | 1988-05-03 | Electronic Information Systems, Inc. | Telephone line monitoring system |
US4811240A (en) | 1986-12-22 | 1989-03-07 | International Business Machines Corporation | System for creating and controlling interactive graphic display screens |
US4858120A (en) | 1987-03-18 | 1989-08-15 | International Telesystems Corp. | System for regulating arrivals of customers to servers |
US4894857A (en) | 1987-06-16 | 1990-01-16 | Inuentions Inc. | Method and apparatus for customer account servicing |
US4797911A (en) | 1987-06-16 | 1989-01-10 | Inventions, Inc. | Customer account online servicing system |
US4757267A (en) | 1987-06-17 | 1988-07-12 | Applied Telematics, Inc. | Telephone system for connecting a customer to a supplier of goods |
US4866638A (en) | 1988-03-04 | 1989-09-12 | Eastman Kodak Company | Process for producing human-computer interface prototypes |
US5179657A (en) | 1988-03-17 | 1993-01-12 | International Business Machines Corporation | Panel definition language for computer display |
US4829563A (en) | 1988-04-07 | 1989-05-09 | Teknekron Infoswitch Corporation | Method for predictive dialing |
US5121477A (en) | 1988-04-08 | 1992-06-09 | International Business Machines Inc. | System for interactively creating action bar pull-down windows of a user interface for use at program run time |
US4881261A (en) | 1988-06-29 | 1989-11-14 | Rockwell International Corporation | Method for predictive pacing of calls in a calling system |
US5041992A (en) | 1988-10-24 | 1991-08-20 | University Of Pittsburgh | Interactive method of developing software interfaces |
US5115501A (en) | 1988-11-04 | 1992-05-19 | International Business Machines Corporation | Procedure for automatically customizing the user interface of application programs |
US5021976A (en) | 1988-11-14 | 1991-06-04 | Microelectronics And Computer Technology Corporation | Method and system for generating dynamic, interactive visual representations of information structures within a computer |
US4988209A (en) | 1988-12-29 | 1991-01-29 | At&T Bell Laboratories | Telephone agent management information system |
US5062103A (en) | 1988-12-29 | 1991-10-29 | At&T Bell Laboratories | Telephone agent call management system |
US4896345A (en) | 1989-02-16 | 1990-01-23 | Thorne Donald J | Call handling system |
US4939773A (en) | 1989-06-26 | 1990-07-03 | First Data Resources, Inc. | Multiple party telephone control system |
JPH0778782B2 (en) | 1989-07-19 | 1995-08-23 | インターナショナル・ビジネス・マシーンズ・コーポレーシヨン | Interactive computer system and apparatus and method for adapting use environment thereof |
US4933964A (en) | 1989-07-25 | 1990-06-12 | International Telesystems Corporation | Pacing of telephone calls for call origination management systems |
US4939771A (en) | 1989-09-20 | 1990-07-03 | At&T Bell Laboratories | Attendant-controlled call message delivery system and method |
US5070525A (en) | 1990-02-12 | 1991-12-03 | Inventions, Inc. | Method for avoiding call blocking |
US5345589A (en) | 1990-04-26 | 1994-09-06 | Rolm Company | Centralized monitoring of activity in a distributed processing system |
US5214688A (en) | 1990-06-05 | 1993-05-25 | Inventions, Inc. | Method and apparatus for dynamic and interdependent processing of inbound calls and outbound calls |
DE4024366C2 (en) | 1990-08-01 | 1993-12-09 | Blaupunkt Werke Gmbh | Car radio with a radio data signal decoder |
US5119072A (en) | 1990-12-24 | 1992-06-02 | Hemingway Mark D | Apparatus for monitoring child activity |
US5206903A (en) | 1990-12-26 | 1993-04-27 | At&T Bell Laboratories | Automatic call distribution based on matching required skills with agents skills |
US5119475A (en) | 1991-03-13 | 1992-06-02 | Schlumberger Technology Corporation | Object-oriented framework for menu definition |
US5276731A (en) | 1991-04-26 | 1994-01-04 | Rolm Company | Method and apparatus for handling incoming telephone calls |
US5430792A (en) | 1991-05-03 | 1995-07-04 | Electronic Information Systems, Inc. | Automated telephone calling system |
US5309505A (en) | 1991-05-20 | 1994-05-03 | Inventions, Inc. | Automated voice system for improving agent efficiency and improving service to parties on hold |
US5175761A (en) | 1991-11-18 | 1992-12-29 | Rolm Systems | Call transfers by voice messaging system (VMS) integrated to a private branch exchange |
US5581602A (en) | 1992-06-19 | 1996-12-03 | Inventions, Inc. | Non-offensive termination of a call detection of an answering machine |
US5469504A (en) * | 1992-10-14 | 1995-11-21 | Blaha; David L. | Automatic call distribution with intersubnetwork customer information transfer system and method |
CA2102868C (en) | 1992-11-11 | 1999-10-26 | Joseph E. Bloom | Device for programming script sets in a telephone system |
US5392345A (en) * | 1993-04-30 | 1995-02-21 | At&T Corp. | Work at home ACD agent network |
US5386412A (en) | 1993-05-11 | 1995-01-31 | Park; Jung S. | Telecommunication system protocol for asynchronous data communication between multiport switch control processor and information support personal computer terminal |
US5440616A (en) | 1994-02-10 | 1995-08-08 | Rolm Company | Method and apparatus for interconnecting a messaging system and a private branch exchange |
US5490211A (en) | 1994-04-20 | 1996-02-06 | Adams; David J. | Automatic call distributor with internal written message communication system and method |
US5519773A (en) | 1994-06-07 | 1996-05-21 | Siemens Colm Communications Inc. | Call sharing for inbound and outbound call center agents |
US5553133A (en) | 1994-06-30 | 1996-09-03 | Siemens Rolm Communications, Inc. | System and method for predictive outdialing |
EP0695104B1 (en) | 1994-07-25 | 2003-05-07 | Siemens Information and Communication Networks, Inc. | Mobile telephone connection transfer |
EP0696125A3 (en) | 1994-08-02 | 1999-06-02 | Rockwell International Corporation | Telecommunication system with inbound call responsive predictive outdialing system and method |
US5511117A (en) | 1994-09-26 | 1996-04-23 | Zazzera; Andre C. | Integrated voice and business transaction reporting for telephone call centers |
US5533109A (en) | 1994-09-30 | 1996-07-02 | Rockwell International Corporation | Telecommunication system with user modifiable PBX terminating call feature controller and method |
US5500891A (en) | 1994-09-30 | 1996-03-19 | Harrington; Noreen A. | Telecommunication system with multilink host computer call control interface system and method |
US5594791A (en) | 1994-10-05 | 1997-01-14 | Inventions, Inc. | Method and apparatus for providing result-oriented customer service |
US5623540A (en) | 1994-10-05 | 1997-04-22 | Siemens Rolm Communications, Inc. | PBX data retrieval and reporting system and method |
US5588045A (en) | 1995-02-03 | 1996-12-24 | Siemens Rdm Communications Inc. | Voice/data transfer method and apparatus utilizing an alternate line |
US5722064A (en) | 1995-02-24 | 1998-02-24 | Ntp Incorporated | Radio receiver for use in a radio tracking system |
US5722059A (en) | 1995-02-24 | 1998-02-24 | Ntp Incorporated | Radio receiver for use in a radio tracking system and a method of operation thereof |
US5568544A (en) | 1995-03-13 | 1996-10-22 | Siemens Rolm Communications Inc. | Routing incoming calls to a PBX in response to route requests from a host computer |
DE69636239T2 (en) | 1995-04-24 | 2007-05-10 | International Business Machines Corp. | A method and apparatus for skill-based routing in a call center |
US5675637A (en) | 1995-05-16 | 1997-10-07 | Inventions, Inc. | Method for automatically obtaining and presenting data from multiple data sources |
US5619557A (en) | 1995-07-10 | 1997-04-08 | Rockwell International Corporation | Telephone switching system and method for controlling incoming telephone calls to remote agents and for collecting and providing call data |
US5940494A (en) | 1995-07-12 | 1999-08-17 | Rafacz; Walter | Data display system and method for displaying real-time data relating to an automatic call distributor |
US5696818A (en) | 1995-09-13 | 1997-12-09 | Rockwell International Corp. | Delay announcement group and time controller for a telephone system |
US5815565A (en) | 1995-09-28 | 1998-09-29 | Rockwell International Corporation | Service evaluation system and method for a telephonic switch |
US5765033A (en) * | 1997-02-06 | 1998-06-09 | Genesys Telecommunications Laboratories, Inc. | System for routing electronic mails |
US5714932A (en) | 1996-02-27 | 1998-02-03 | Radtronics, Inc. | Radio frequency security system with direction and distance locator |
US6314089B1 (en) | 1996-05-07 | 2001-11-06 | Inventions, Inc. | Creating and using an adaptable multiple-contact transaction object |
US5689240A (en) | 1996-06-05 | 1997-11-18 | C.O.P. Corp. | Child monitor system |
US5825283A (en) | 1996-07-03 | 1998-10-20 | Camhi; Elie | System for the security and auditing of persons and property |
US6118763A (en) | 1996-09-27 | 2000-09-12 | Inventions, Inc. | Transmission of voice over an asynchronous network |
US5832059A (en) | 1996-09-30 | 1998-11-03 | Rockwell International Corp. | Call path system and method for modeling and modifying a call path of a telephone call routed by a telephone switch |
US5742233A (en) | 1997-01-21 | 1998-04-21 | Hoffman Resources, Llc | Personal security and tracking system |
US5903641A (en) | 1997-01-28 | 1999-05-11 | Lucent Technologies Inc. | Automatic dynamic changing of agents' call-handling assignments |
US6044146A (en) | 1998-02-17 | 2000-03-28 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for call distribution and override with priority |
US6574216B1 (en) * | 1997-03-11 | 2003-06-03 | Verizon Services Corp. | Packet data network voice call quality monitoring |
US6044355A (en) | 1997-07-09 | 2000-03-28 | Iex Corporation | Skills-based scheduling for telephone call centers |
US6272347B1 (en) | 1997-09-30 | 2001-08-07 | Avaya Technology Corp. | Automatic call distribution based on physical location of wireless terminals |
US6359892B1 (en) | 1997-11-04 | 2002-03-19 | Inventions, Inc. | Remote access, emulation, and control of office equipment, devices and services |
US5943416A (en) * | 1998-02-17 | 1999-08-24 | Genesys Telecommunications Laboratories, Inc. | Automated survey control routine in a call center environment |
US6157655A (en) | 1998-02-17 | 2000-12-05 | Genesys Telecommunications Laboratories, Inc. | Method for estimating telephony system-queue waiting time in an agent level routing environment |
US6134530A (en) | 1998-04-17 | 2000-10-17 | Andersen Consulting Llp | Rule based routing system and method for a virtual sales and service center |
US6269153B1 (en) | 1998-07-29 | 2001-07-31 | Lucent Technologies Inc. | Methods and apparatus for automatic call routing including disambiguating routing decisions |
US6389007B1 (en) * | 1998-09-24 | 2002-05-14 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for providing integrated routing for PSTN and IPNT calls in a call center |
US6925165B2 (en) | 1998-12-23 | 2005-08-02 | Avaya Technology Corp. | Call selection based on continuum skill levels in a call center |
US6359982B1 (en) | 1999-01-12 | 2002-03-19 | Avaya Technologies Corp. | Methods and apparatus for determining measures of agent-related occupancy in a call center |
US7080321B2 (en) | 2000-06-23 | 2006-07-18 | Aspect Software, Inc. | Dynamic help option for internet customers |
US7181492B2 (en) | 2000-10-17 | 2007-02-20 | Concerto Software, Inc. | Transfer of an internet chat session between servers |
AU2002250450A1 (en) | 2001-03-28 | 2002-10-15 | Inventions, Inc. | Collaboration between two computing devices |
-
2000
- 2000-06-16 US US09/595,697 patent/US6766011B1/en not_active Expired - Lifetime
-
2003
- 2003-06-11 US US10/459,043 patent/US20030198333A1/en not_active Abandoned
- 2003-06-11 US US10/459,042 patent/US20030198332A1/en not_active Abandoned
- 2003-06-11 US US10/459,087 patent/US20030210777A1/en not_active Abandoned
Patent Citations (24)
Publication number | Priority date | Publication date | Assignee | Title |
---|---|---|---|---|
US5479487A (en) * | 1993-02-11 | 1995-12-26 | Intervoice Limited Partnership | Calling center employing unified control system |
US5555179A (en) * | 1993-09-03 | 1996-09-10 | Hitachi, Ltd. | Control method and control apparatus of factory automation system |
US6175564B1 (en) * | 1995-10-25 | 2001-01-16 | Genesys Telecommunications Laboratories, Inc | Apparatus and methods for managing multiple internet protocol capable call centers |
US6018579A (en) * | 1996-12-03 | 2000-01-25 | Nortel Networks Corporation | Call center services for local calls using local number portability |
US6732156B2 (en) * | 1997-02-06 | 2004-05-04 | Genesys Telecommunications Laboratories, Inc. | System for routing electronic mails |
US6175563B1 (en) * | 1997-02-10 | 2001-01-16 | Genesys Telecommunications Laboratories, Inc. | Parallel data transfer and synchronization in computer-simulated telephony |
US5946387A (en) * | 1997-02-10 | 1999-08-31 | Genesys Telecommunications Laboratories, Inc, | Agent-level network call routing |
US5953332A (en) * | 1997-02-10 | 1999-09-14 | Genesys Telecommunications Laboratories, Inc. | Agent-initiated dynamic requeing |
US5953405A (en) * | 1997-02-10 | 1999-09-14 | Genesys Telecommunications Laboratories, Inc. | Agent-predictive routing process in call-routing systems |
US6185292B1 (en) * | 1997-02-10 | 2001-02-06 | Genesys Telecommunications Laboratories, Inc. | Skill-based real-time call routing in telephony systems |
US6393015B1 (en) * | 1997-09-12 | 2002-05-21 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for automatic network connection between a small business and a client |
US5926539A (en) * | 1997-09-12 | 1999-07-20 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for determining agent availability based on level of uncompleted tasks |
US6373836B1 (en) * | 1997-09-15 | 2002-04-16 | Genesys Telecommunications Laboratories, Inc. | Apparatus and methods in routing internet protocol network telephony calls in a centrally-managed call center system |
US6021428A (en) * | 1997-09-15 | 2000-02-01 | Genesys Telecommunications Laboratories, Inc. | Apparatus and method in improving e-mail routing in an internet protocol network telephony call-in-center |
US6044145A (en) * | 1998-01-19 | 2000-03-28 | Rockwell Semiconductor Systems, Inc. | Telecommutable platform |
US6654457B1 (en) * | 1998-02-05 | 2003-11-25 | British Telecommunications | Call centre |
US6002760A (en) * | 1998-02-17 | 1999-12-14 | Genesys Telecommunications Laboratories, Inc. | Intelligent virtual queue |
US6067357A (en) * | 1998-03-04 | 2000-05-23 | Genesys Telecommunications Laboratories Inc. | Telephony call-center scripting by Petri Net principles and techniques |
US6044368A (en) * | 1998-04-30 | 2000-03-28 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for multiple agent commitment tracking and notification |
US6170011B1 (en) * | 1998-09-11 | 2001-01-02 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for determining and initiating interaction directionality within a multimedia communication center |
US6167395A (en) * | 1998-09-11 | 2000-12-26 | Genesys Telecommunications Laboratories, Inc | Method and apparatus for creating specialized multimedia threads in a multimedia communication center |
US6345305B1 (en) * | 1998-09-11 | 2002-02-05 | Genesys Telecommunications Laboratories, Inc. | Operating system having external media layer, workflow layer, internal media layer, and knowledge base for routing media events between transactions |
US6108711A (en) * | 1998-09-11 | 2000-08-22 | Genesys Telecommunications Laboratories, Inc. | Operating system having external media layer, workflow layer, internal media layer, and knowledge base for routing media events between transactions |
US6138139A (en) * | 1998-10-29 | 2000-10-24 | Genesys Telecommunications Laboraties, Inc. | Method and apparatus for supporting diverse interaction paths within a multimedia communication center |
Cited By (11)
Publication number | Priority date | Publication date | Assignee | Title |
---|---|---|---|---|
US20050141689A1 (en) * | 2003-12-31 | 2005-06-30 | Wengrovitz Michael S. | Personal call routing between PBX and SIP networks |
US20050141688A1 (en) * | 2003-12-31 | 2005-06-30 | Wengrovitz Michael S. | Client-based integration of PBX and messaging systems |
US20050141690A1 (en) * | 2003-12-31 | 2005-06-30 | Wengrovitz Michael S. | Interactive message response system for enterprise call routing |
US20050141687A1 (en) * | 2003-12-31 | 2005-06-30 | Timucin Ozugur | Call treatment in a communications system based on instant messaging |
US20050141691A1 (en) * | 2003-12-31 | 2005-06-30 | Wengrovitz Michael S. | Method for transferring calls between PBX telephone and SIP client |
US20050141483A1 (en) * | 2003-12-31 | 2005-06-30 | Wengrovitz Michael S. | Concurrent media sessions for PBX telephones |
US20050141479A1 (en) * | 2003-12-31 | 2005-06-30 | Timucin Ozugur | Presence-based routing in a communications network environment |
US7804949B2 (en) * | 2003-12-31 | 2010-09-28 | Alcatel Lucent | Client-based integration of PBX and messaging systems |
US20050175021A1 (en) * | 2004-02-06 | 2005-08-11 | Timucin Ozugur | Dynamic contact list management system and method |
US7675903B2 (en) | 2004-02-06 | 2010-03-09 | Alcatel Lucent | Dynamic contact list management system and method |
US9723084B2 (en) | 2012-09-12 | 2017-08-01 | Zte Corporation | Inter-agent cross-blade-server calling method and system |
Also Published As
Publication number | Publication date |
---|---|
US20030198333A1 (en) | 2003-10-23 |
US6766011B1 (en) | 2004-07-20 |
US20030198332A1 (en) | 2003-10-23 |
Similar Documents
Publication | Publication Date | Title |
---|---|---|
US8346942B2 (en) | Call centers for providing customer services in a telecommunications network | |
US6766011B1 (en) | Method and apparatus for controlling a contact center | |
CA2329017C (en) | Communication system architecture for voice first collaboration | |
EP0997030B1 (en) | Multimedia call handling | |
US5764639A (en) | System and method for providing a remote user with a virtual presence to an office | |
US6044145A (en) | Telecommutable platform | |
US5500891A (en) | Telecommunication system with multilink host computer call control interface system and method | |
US5373549A (en) | Multi-level conference management and notification | |
US20070127687A1 (en) | Call center operations system | |
US5390241A (en) | Shared line appearance across a plurality of switching systems | |
JPH08321889A (en) | Method and equipment for controlling working space to be commonly owned | |
JP2001519101A (en) | Multimedia telecommunication automatic call distribution system | |
US10075595B2 (en) | Method and system for establishing a telecommunications link | |
Cisco | Peripheral Gateway Setup | |
CA2329915C (en) | Automatic call distribution system agent log-on with pseudo-port | |
JP2000174906A (en) | Exchange controlling system | |
US7123712B1 (en) | Computer telephony server with improved flexibility | |
US7245607B1 (en) | Apparatus and method for telephony feature access and gatekeeper policy interaction on combined ToL/PBX systems | |
JPH1168968A (en) | Telephone exchange system with service control information set by user | |
JP2005323387A (en) | Operating method of call center and device thereof | |
JP2001333194A (en) | Incoming call distribution system | |
JPS6399695A (en) | In-network call connecting and controlling system in automatic telephone exchange network |
Legal Events
Date | Code | Title | Description |
---|---|---|---|
AS | Assignment |
Owner name: CELLIT, INC., MASSACHUSETTS Free format text: ASSIGNMENT OF ASSIGNORS INTEREST;ASSIGNOR:FROMM, LAURENCE J.;REEL/FRAME:014173/0467 Effective date: 20000825 |
|
AS | Assignment |
Owner name: JPMORGAN CHASE BANK, N.A.,NEW YORK Free format text: SECURITY INTEREST;ASSIGNOR:ASPECT SOFTWARE, INC.;REEL/FRAME:016735/0936 Effective date: 20050922 Owner name: JPMORGAN CHASE BANK, N.A., NEW YORK Free format text: SECURITY INTEREST;ASSIGNOR:ASPECT SOFTWARE, INC.;REEL/FRAME:016735/0936 Effective date: 20050922 |
|
AS | Assignment |
Owner name: D.B. ZWIRN FINANCE, LLC,NEW YORK Free format text: SECURITY AGREEMENT;ASSIGNOR:ASPECT SOFTWARE, INC.;REEL/FRAME:016784/0774 Effective date: 20050922 Owner name: D.B. ZWIRN FINANCE, LLC, NEW YORK Free format text: SECURITY AGREEMENT;ASSIGNOR:ASPECT SOFTWARE, INC.;REEL/FRAME:016784/0774 Effective date: 20050922 |
|
AS | Assignment |
Owner name: ASPECT SOFTWARE, INC.,MASSACHUSETTS Free format text: CHANGE OF NAME;ASSIGNOR:CONCERTO SOFTWARE, INC.;REEL/FRAME:017804/0797 Effective date: 20050922 Owner name: ASPECT SOFTWARE, INC., MASSACHUSETTS Free format text: CHANGE OF NAME;ASSIGNOR:CONCERTO SOFTWARE, INC.;REEL/FRAME:017804/0797 Effective date: 20050922 |
|
AS | Assignment |
Owner name: CONCERTO SOFTWARE, INC., MASSACHUSETTS Free format text: CHANGE OF NAME;ASSIGNOR:CELLIT, INC.;REEL/FRAME:017823/0572 Effective date: 20030131 |
|
AS | Assignment |
Owner name: CONCERTO SOFTWARE INTERMEDIATE HOLDINGS, INC., ASP Free format text: RELEASE BY SECURED PARTY;ASSIGNOR:D.B. ZWIRN FINANCE, LLC;REEL/FRAME:017996/0895 Effective date: 20060711 |
|
AS | Assignment |
Owner name: DEUTSCHE BANK TRUST COMPANY AMERICAS, AS SECOND LI Free format text: SECURITY AGREEMENT;ASSIGNORS:ASPECT SOFTWARE, INC.;FIRSTPOINT CONTACT TECHNOLOGIES, LLC;ASPECT COMMUNICATIONS CORPORATION;REEL/FRAME:018087/0313 Effective date: 20060711 |
|
STCB | Information on status: application discontinuation |
Free format text: ABANDONED -- FAILURE TO RESPOND TO AN OFFICE ACTION |
|
AS | Assignment |
Owner name: ASPECT COMMUNICATIONS CORPORATION,MASSACHUSETTS Free format text: RELEASE OF SECURITY INTEREST;ASSIGNOR:JPMORGAN CHASE BANK, N.A., AS ADMINISTRATIVE AGENT;REEL/FRAME:024515/0765 Effective date: 20100507 Owner name: ASPECT SOFTWARE, INC.,MASSACHUSETTS Free format text: RELEASE OF SECURITY INTEREST;ASSIGNOR:JPMORGAN CHASE BANK, N.A., AS ADMINISTRATIVE AGENT;REEL/FRAME:024515/0765 Effective date: 20100507 Owner name: FIRSTPOINT CONTACT TECHNOLOGIES, LLC,MASSACHUSETTS Free format text: RELEASE OF SECURITY INTEREST;ASSIGNOR:JPMORGAN CHASE BANK, N.A., AS ADMINISTRATIVE AGENT;REEL/FRAME:024515/0765 Effective date: 20100507 Owner name: ASPECT SOFTWARE INTERMEDIATE HOLDINGS, INC.,MASSAC Free format text: RELEASE OF SECURITY INTEREST;ASSIGNOR:JPMORGAN CHASE BANK, N.A., AS ADMINISTRATIVE AGENT;REEL/FRAME:024515/0765 Effective date: 20100507 Owner name: ASPECT COMMUNICATIONS CORPORATION, MASSACHUSETTS Free format text: RELEASE OF SECURITY INTEREST;ASSIGNOR:JPMORGAN CHASE BANK, N.A., AS ADMINISTRATIVE AGENT;REEL/FRAME:024515/0765 Effective date: 20100507 Owner name: ASPECT SOFTWARE, INC., MASSACHUSETTS Free format text: RELEASE OF SECURITY INTEREST;ASSIGNOR:JPMORGAN CHASE BANK, N.A., AS ADMINISTRATIVE AGENT;REEL/FRAME:024515/0765 Effective date: 20100507 Owner name: FIRSTPOINT CONTACT TECHNOLOGIES, LLC, MASSACHUSETT Free format text: RELEASE OF SECURITY INTEREST;ASSIGNOR:JPMORGAN CHASE BANK, N.A., AS ADMINISTRATIVE AGENT;REEL/FRAME:024515/0765 Effective date: 20100507 Owner name: ASPECT SOFTWARE INTERMEDIATE HOLDINGS, INC., MASSA Free format text: RELEASE OF SECURITY INTEREST;ASSIGNOR:JPMORGAN CHASE BANK, N.A., AS ADMINISTRATIVE AGENT;REEL/FRAME:024515/0765 Effective date: 20100507 |
|
AS | Assignment |
Owner name: ASPECT COMMUNICATIONS CORPORATION,MASSACHUSETTS Free format text: RELEASE OF SECURITY INTEREST;ASSIGNOR:DEUTSCHE BANK TRUST COMPANY AMERICAS, AS SECOND LIEN ADMINSTRATIVE AGENT;REEL/FRAME:024492/0496 Effective date: 20100507 Owner name: ASPECT SOFTWARE, INC.,MASSACHUSETTS Free format text: RELEASE OF SECURITY INTEREST;ASSIGNOR:DEUTSCHE BANK TRUST COMPANY AMERICAS, AS SECOND LIEN ADMINSTRATIVE AGENT;REEL/FRAME:024492/0496 Effective date: 20100507 Owner name: FIRSTPOINT CONTACT TECHNOLOGIES, LLC,MASSACHUSETTS Free format text: RELEASE OF SECURITY INTEREST;ASSIGNOR:DEUTSCHE BANK TRUST COMPANY AMERICAS, AS SECOND LIEN ADMINSTRATIVE AGENT;REEL/FRAME:024492/0496 Effective date: 20100507 Owner name: ASPECT SOFTWARE INTERMEDIATE HOLDINGS, INC.,MASSAC Free format text: RELEASE OF SECURITY INTEREST;ASSIGNOR:DEUTSCHE BANK TRUST COMPANY AMERICAS, AS SECOND LIEN ADMINSTRATIVE AGENT;REEL/FRAME:024492/0496 Effective date: 20100507 Owner name: ASPECT COMMUNICATIONS CORPORATION, MASSACHUSETTS Free format text: RELEASE OF SECURITY INTEREST;ASSIGNOR:DEUTSCHE BANK TRUST COMPANY AMERICAS, AS SECOND LIEN ADMINSTRATIVE AGENT;REEL/FRAME:024492/0496 Effective date: 20100507 Owner name: ASPECT SOFTWARE, INC., MASSACHUSETTS Free format text: RELEASE OF SECURITY INTEREST;ASSIGNOR:DEUTSCHE BANK TRUST COMPANY AMERICAS, AS SECOND LIEN ADMINSTRATIVE AGENT;REEL/FRAME:024492/0496 Effective date: 20100507 Owner name: FIRSTPOINT CONTACT TECHNOLOGIES, LLC, MASSACHUSETT Free format text: RELEASE OF SECURITY INTEREST;ASSIGNOR:DEUTSCHE BANK TRUST COMPANY AMERICAS, AS SECOND LIEN ADMINSTRATIVE AGENT;REEL/FRAME:024492/0496 Effective date: 20100507 Owner name: ASPECT SOFTWARE INTERMEDIATE HOLDINGS, INC., MASSA Free format text: RELEASE OF SECURITY INTEREST;ASSIGNOR:DEUTSCHE BANK TRUST COMPANY AMERICAS, AS SECOND LIEN ADMINSTRATIVE AGENT;REEL/FRAME:024492/0496 Effective date: 20100507 |