WO2000072562A1 - Procede combinant des donnees de telephonie et des pages-ecran web - Google Patents

Procede combinant des donnees de telephonie et des pages-ecran web Download PDF

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Publication number
WO2000072562A1
WO2000072562A1 PCT/US2000/014317 US0014317W WO0072562A1 WO 2000072562 A1 WO2000072562 A1 WO 2000072562A1 US 0014317 W US0014317 W US 0014317W WO 0072562 A1 WO0072562 A1 WO 0072562A1
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WO
WIPO (PCT)
Prior art keywords
call
data
telephony
web
telephony data
Prior art date
Application number
PCT/US2000/014317
Other languages
English (en)
Inventor
Andrew James Prokop
Original Assignee
Nortel Networks Limited
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 Nortel Networks Limited filed Critical Nortel Networks Limited
Priority to EP00936270A priority Critical patent/EP1186154A1/fr
Priority to AU51611/00A priority patent/AU5161100A/en
Publication of WO2000072562A1 publication Critical patent/WO2000072562A1/fr

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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
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M7/00—Arrangements for interconnection between switching centres
    • H04M7/12—Arrangements for interconnection between switching centres for working between exchanges having different types of switching equipment, e.g. power-driven and step by step or decimal and non-decimal

Definitions

  • the present invention relates generally to telecommunications and in particular to combining telephony data with display of web pages.
  • ACD automatic call distribution
  • ILR interactive voice response
  • CTI computer telephony integration
  • long distance networks Five basic categories of call center technology have been employed in a typical call center system: automatic call distribution (ACD), interactive voice response (INR), contact management, computer telephony integration (CTI), and long distance networks.
  • ACD automatic call distribution
  • ILR interactive voice response
  • CTI computer telephony integration
  • ACD automatic call distribution
  • ILR interactive voice response
  • CTI computer telephony integration
  • a method for combining telephony data with display of web browser windows comprises gathering the telephony data from a call, and displaying the web browser windows based at least in part on the telephony data.
  • a call center comprises a call control server and a web server.
  • the call control and web servers are operatively coupled to an automatic call distribution system (ACD).
  • the ACD includes a number of ports for receiving telephony data.
  • Electronically and operatively coupled to the web server and the ACD is at least one user terminal. The terminal selectively displays a series of web pages based at least in part on telephony data from the ACD.
  • a method provides for integrating telephony data into web browser windows.
  • the method comprises gathering telephony data, whereupon the telephony data is selectively incorporated into at least one web page. Subsequently, the web browser windows are displayed based at least in part on the telephony data.
  • Figure 1 is a block drawing of an embodiment of a call center according to the present invention.
  • Embodiments of the present invention provide web pages that dynamically react to telephony data.
  • data information from backend data systems, hereinafter referred to as "data”
  • the backend data systems data can be based on a party's network identification number, a call dialed number, or interactive voice response commands.
  • customers receive personalized service, since the agent has recent data about the customer, products, and services prior to answering a call.
  • the agent saves time by not having to ask the customer data that is now visible on a web page (e.g., caller's name, account number, etc.).
  • the call center can use conventional web page hit tracking mechanisms to understand what callers are calling about. For example, if the agent navigates to the page that provides data about XYZ phone, that fact can be captured by call center statistics packages. Conversely, if the XYZ page is never accessed, the call center staff can take steps to determine the reason the page was not accessed (e.g., the page is difficult to navigate to, customers do not want to buy the XYZ phone, etc.).
  • the web call guide in embodiments of the present invention is dynamically developed from a collection of HTML documents (web pages).
  • the "homepage" of the call guide accepts data as parameters to the URL.
  • the user operates a browser to access the web page.
  • Embodiments of the invention allow the web call guide to interact with the telephone switch and to determine which telephony data should conditionally pass into the web call guide.
  • software on the agent's computer will invoke the homepage and access the telephony data.
  • Using web technology, for example, ASP data is retrieved and the browser automatically navigates to the correct page.
  • the web call guide Upon completion of a call, i.e., the customer hangs up, the web call guide automatically navigates to the homepage and awaits the next call.
  • the present invention provides a server-based scripting solution that provides updated information to numerous users.
  • the server-based scripting solution is implemented using a standard HTML technology.
  • the invention provides a sole master script that is accessible by multiple users. In this example, if the master is modified, all users see the modification.
  • a call center agent provides a plurality of web browser windows that operate within a single application framework. Each of these web browser windows is controlled by an underlying telephony and data engine. These two engines independently supply the web browser windows with information about the state of telephone calls (offering, answered, and released); data associated with calls (e.g., caller number, called number, call ID, trunk information, INR data, active telephone extension and device name); environmental information
  • the web browser windows reside in the CCA framework, and can be displayed in a variety of ways. In one embodiment, the windows are aligned as tabs along the bottom of the CCA's graphical user interface "GUI". Under this configuration, only one window is visible at a time.
  • GUI graphical user interface
  • the windows are arranged such that one or more windows are predominantly visible. Windows of this type may be "docked” horizontally or vertically. -Any remaining windows are arranged as tabs.
  • Windows float above other windows in another embodiment This configuration is referred to as an "always-on-top" mode.
  • the system provides for simple, yet powerful integration with web based applications.
  • the CCA regards each web browser window as a URL. Understanding how and when to pass the telephony data to the web browser windows is a function of the CCA.
  • the URLs may reference web documents that exist anywhere.
  • the URLs exist on the CCA server (which may also contain web server software), on Intranets or local area networks, "LANs," or web servers across the Internet.
  • the URLs may contain any valid web page software or format (e.g., ASP, HTML, PERL, CGI, VB Script, Java Script, Java, ActiveX, etc.).
  • URLs are integrated into CCA windows. From the administration web pages, an administrator chooses the URLs the users should have access to. For each URL, the telephony events that the URL should act upon are chosen. For example, a specific URL may only receive data on a call offering. In contrast, a second URL receives data on a call offering and a call release. Configuring the URL's appearance as a window to each user is the final step. The user will see the converted URL as a window during the user's operation of the CCA application.
  • the surrounding CCA GUI contains a screen-based telephony window.
  • the screen-based telephony window provides functionality to make, release, hold, conference, and transfer calls. Additionally, the interface provides ACD functionality such as login, logout, ready, not ready, make set busy and make set in-service.
  • the telephony window can be "docked” within the application or it can float above the web browser tabs.
  • Embodiments of the present invention advantageously provide combining multiple browser windows in a single application with telephony data and other data selectively incorporated in each page. In this manner, an application emerges that incorporates telephony data into web pages for what appears to the user as a "seamless" application.
  • FIG. 1 is a simplified block diagram of a call center 100, according to one embodiment of the present invention.
  • the call center 100 includes a call distribution center 105 that receives and transmits calls utilizing an Integrated Voice Response Unit (INR) 110 and a public switched telephone network (PSTN) 115.
  • the INR 110 receives incoming calls from the PSTN 115.
  • the INR 110 receives incoming calls from the PSTN 115.
  • INR 110 can reside as part of the distribution center 105, or alternatively the INR 110 can exist as a stand-alone device. In other embodiments of the present invention, the INR 110 is not present at all.
  • the distribution center 105 communicates over interconnects 112 and 114.
  • the interconnects 112 and 114 transmit signals to a call control server 120 and a web server 130.
  • the web server 130 may reside together with the call control server 120.
  • the web server 130 controls the web pages that ultimately become a part of the window display on a call center agent's computer 140.
  • web technology allows scripts to react in ways that static documents cannot.
  • the following example describes the workflow for one embodiment of the invention, as depicted in Figure 1.
  • a customer in Montreal calls 1-800-For- ⁇ ortel.
  • the call is answered by an INR 110 to gather information about the caller.
  • INR 110 prompts caller to enter a language preference and a seven digit account code.
  • INR 110 notifies Computer Telephony Integration server (CTI) 120, (i.e., a type of call control server as defined above), of customer's language preference and account code.
  • CTI Computer Telephony Integration server
  • ACD Automatic Call Distribution system
  • the ACD system 105 routes the call to a terminal of a French-speaking agent.
  • the CTI Server 120 notifies software on the agent's computer, "Web Call Guides," of the incoming telephone call. Additionally, the CTI server 120 notifies "Web Call Guides" of both the calling number and called number.
  • the CTI server recognizes this call as having been previously on the INR unit 110, and passes the INR information (e.g., language and account number) to the "Web Call Guides" application running on the agent's computer. Subsequently, the "Web Call Guides" application retrieves the CTI data from the INR information (e.g., language and account number) to the "Web Call Guides" application running on the agent's computer. Subsequently, the "Web Call Guides" application retrieves the CTI data from the
  • Web Call Guides utilizes the called number (1-800-For- ⁇ ortel) to determine which URL (web page) to pass to a web browser (e.g., Microsoft Internet Explorer). Along with the URL, "Web Call Guides” creates a "Query String" that includes the customer's calling number, the called number and the
  • the web browser navigates to the web page (as referenced by the URL) selected by "Web Call Guides" (e.g., web page for Nortel sales).
  • the Hypertext Markup Language (HTML) of the web page retrieves the calling number, called number and INR digits from the "Query String.”
  • the HTML uses the "Query String” data to react as follows:
  • the INR data notifies the web page that an agent is speaking to a French-speaking customer and all web page text should be displayed in French.
  • the web page performs a database search using the customer's account number and displays information about the customer on the web page (e.g., Name, Address, Account Balance, Home Phone Number, Business Phone Number, etc.).
  • the web page compares the calling number with the phone numbers stored in the customer's database record, and displays a message on the web page notifying the agent where the customer is calling from (e.g., home or business).
  • the agent uses the web page to guide the customer through the call.
  • "Web Call Guides” instructs the web browser to navigate to an agent wrap-up page, thus allowing the agent to record information about the call.
  • "Web Call Guides” awaits the next incoming call.
  • "Web Call Guides” are created with off-the-shelf web page development tools (e.g., Microsoft's Front Page).
  • "Web Call Guides” execute on a web server 130.
  • "Web Call Guides” may integrate telephony data and the Internet to provide an enterprise solution. For example, passing data gathered from the telephone system to a web page for purposes of data retrieval, display, and web page navigation. Such data may encompass the calling number, the called number, INR digits, a unique switch call ID, etc.
  • off-the-shelf web design tools e.g., Microsoft Front Page
  • web pages react in some fashion (e.g., navigating) to different telephony events, such as: Call alerting, Call answered, Call released, etc.
  • web pages include an ability to screen calls based on several variables. In an embodiment of this sort, web pages screen out internal calls or take different actions depending on the time of day.
  • An advantage of the present invention is that telephony data and other data are dynamically incorporated into a web page format at a call center agent's computer.
  • a web-optimized call center allows multiple web browser windows to operate within a single application framework.
  • An advantage of the above web browser windows is that each web browser window is controlled by an underlying telephony and data engine.
  • the telephony and data engines independently supply the web browser windows with information about the state of telephone calls (offering, answered, and released), data associated with calls (caller number, called number, call ID, trunk information, INR data, active telephone extension and device name), environmental information (time zone of user and software version), and call center agent data (user ID and language preference).
  • Another advantage of the present invention includes methods or systems that make web-based customer dialogue as easy as responding to a telephone call, thus allowing call center agents to efficiently manage all web-based text inquiries.

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  • Business, Economics & Management (AREA)
  • Marketing (AREA)
  • Engineering & Computer Science (AREA)
  • Signal Processing (AREA)
  • Telephonic Communication Services (AREA)

Abstract

L'invention concerne un procédé qui combine des écrans de données de téléphonie dans des fenêtres d'un navigateur Internet. Le procédé consiste à collecter des données de téléphonie et à les utiliser en partie pour afficher des fenêtres d'un navigateur Internet.
PCT/US2000/014317 1999-05-26 2000-05-24 Procede combinant des donnees de telephonie et des pages-ecran web WO2000072562A1 (fr)

Priority Applications (2)

Application Number Priority Date Filing Date Title
EP00936270A EP1186154A1 (fr) 1999-05-26 2000-05-24 Procede combinant des donnees de telephonie et des pages-ecran web
AU51611/00A AU5161100A (en) 1999-05-26 2000-05-24 Combining telephony data with web pages display

Applications Claiming Priority (4)

Application Number Priority Date Filing Date Title
US13589699P 1999-05-26 1999-05-26
US60/135,896 1999-05-26
US47161699A 1999-12-21 1999-12-21
US09/471,616 1999-12-21

Publications (1)

Publication Number Publication Date
WO2000072562A1 true WO2000072562A1 (fr) 2000-11-30

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PCT/US2000/014317 WO2000072562A1 (fr) 1999-05-26 2000-05-24 Procede combinant des donnees de telephonie et des pages-ecran web

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EP (1) EP1186154A1 (fr)
AU (1) AU5161100A (fr)
WO (1) WO2000072562A1 (fr)

Cited By (7)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
WO2002060161A2 (fr) * 2001-01-23 2002-08-01 Ericsson Inc. Systeme et procede a base de noeud d'execution de service rattache au web fonctionnant dans le cadre d'un centre d'appel avec combinaison de presentation et de commande d'appel
EP1331800A2 (fr) * 2002-01-23 2003-07-30 Siemens Aktiengesellschaft Centrale d'appel et méthode pour controler un centre d'appel
WO2004039035A2 (fr) * 2002-10-25 2004-05-06 Sap Aktiengesellschaft Modelisation d'alerte
WO2004038529A2 (fr) * 2002-10-25 2004-05-06 Sap Aktiengesellschaft Interface utilisateur pour alarmes
EP1579663A2 (fr) * 2002-10-16 2005-09-28 Grape Technology Group, Inc. Systeme et procede de gestion efficace des appels pour des services d'assistance-annuaire
US7522720B2 (en) 2002-09-06 2009-04-21 Siemens Enterprise Communications Gmbh & Co. Kg Method for managing data in an automatic call distribution system
US7688966B2 (en) 2003-10-20 2010-03-30 Sap Ag User interface persistent context area

Citations (4)

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Publication number Priority date Publication date Assignee Title
WO1997010667A2 (fr) * 1995-09-15 1997-03-20 Edify Corporation Systeme et procede d'integration de telephonie informatisee
WO1997012448A2 (fr) * 1995-09-15 1997-04-03 Edify Corporation Systeme et procede de synchronisation de 'page web'
WO1998020667A2 (fr) * 1996-11-01 1998-05-14 Teloquent Communications Corporation Acces elargi pour systeme de repartition d'appels automatique
EP0954155A2 (fr) * 1998-05-01 1999-11-03 Siemens Information and Communication Networks Inc. Système multimedia de distribution d'appel automatique

Patent Citations (4)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
WO1997010667A2 (fr) * 1995-09-15 1997-03-20 Edify Corporation Systeme et procede d'integration de telephonie informatisee
WO1997012448A2 (fr) * 1995-09-15 1997-04-03 Edify Corporation Systeme et procede de synchronisation de 'page web'
WO1998020667A2 (fr) * 1996-11-01 1998-05-14 Teloquent Communications Corporation Acces elargi pour systeme de repartition d'appels automatique
EP0954155A2 (fr) * 1998-05-01 1999-11-03 Siemens Information and Communication Networks Inc. Système multimedia de distribution d'appel automatique

Cited By (16)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
WO2002060161A3 (fr) * 2001-01-23 2002-10-10 Ericsson Inc Systeme et procede a base de noeud d'execution de service rattache au web fonctionnant dans le cadre d'un centre d'appel avec combinaison de presentation et de commande d'appel
WO2002060161A2 (fr) * 2001-01-23 2002-08-01 Ericsson Inc. Systeme et procede a base de noeud d'execution de service rattache au web fonctionnant dans le cadre d'un centre d'appel avec combinaison de presentation et de commande d'appel
EP1331800A2 (fr) * 2002-01-23 2003-07-30 Siemens Aktiengesellschaft Centrale d'appel et méthode pour controler un centre d'appel
DE10202499A1 (de) * 2002-01-23 2003-07-31 Siemens Ag Call-Center sowie Verfahren zum Betreiben eines Call-Centers
EP1331800A3 (fr) * 2002-01-23 2006-12-06 Siemens Aktiengesellschaft Centrale d'appel et méthode pour controler un centre d'appel
US7522720B2 (en) 2002-09-06 2009-04-21 Siemens Enterprise Communications Gmbh & Co. Kg Method for managing data in an automatic call distribution system
EP1579663A4 (fr) * 2002-10-16 2007-01-03 Grape Technology Group Inc Systeme et procede de gestion efficace des appels pour des services d'assistance-annuaire
US7672441B2 (en) 2002-10-16 2010-03-02 Robert Pines System and method for efficient call management for directory assistance services
US7346157B2 (en) 2002-10-16 2008-03-18 Grape Technology Group, Inc. System and method for efficient call management for directory assistance services
EP1579663A2 (fr) * 2002-10-16 2005-09-28 Grape Technology Group, Inc. Systeme et procede de gestion efficace des appels pour des services d'assistance-annuaire
WO2004039035A2 (fr) * 2002-10-25 2004-05-06 Sap Aktiengesellschaft Modelisation d'alerte
WO2004038529A3 (fr) * 2002-10-25 2004-09-10 Sap Ag Interface utilisateur pour alarmes
US7376902B2 (en) 2002-10-25 2008-05-20 Sap Ag User interface for alerts
WO2004039035A3 (fr) * 2002-10-25 2004-07-22 Sap Ag Modelisation d'alerte
WO2004038529A2 (fr) * 2002-10-25 2004-05-06 Sap Aktiengesellschaft Interface utilisateur pour alarmes
US7688966B2 (en) 2003-10-20 2010-03-30 Sap Ag User interface persistent context area

Also Published As

Publication number Publication date
AU5161100A (en) 2000-12-12
EP1186154A1 (fr) 2002-03-13

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