Internet architecture for software based ACD

• US 20040047302A1
• Filed: 09/05/2002
• Published: 03/11/2004
• Est. Priority Date: 09/05/2002
• Status: Active Grant

• Current Assignee: Alvaria Cayman
• Original Assignee: Firstpoint Contact Technologies, LLC (Alvaria Incorporated)
• Inventors: Dezonno, Anthony J., Eitel, Robert T.
• Granted Patent: US 7,453,830 B2
• Time in Patent Office: Days
• US Class Current: 370/270
• CPC Class Codes: H04L 67/14 Session management for real-time applications in data packet communications networks H04L65/1066
• CPC Class Codes: H04L 69/329 in the application layer [OSI layer 7]
• CPC Class Codes: H04L 9/40 Network security protocols
• CPC Class Codes: H04M 3/5191 interacting with the Internet
• CPC Class Codes: H04Q 2213/13072 Sequence circuits for call signaling, ACD systems
• CPC Class Codes: H04Q 2213/13091 CLI, identification of calling line
• CPC Class Codes: H04Q 2213/13196 Connection circuit/link/trunk/junction, bridge, router, gateway
• CPC Class Codes: H04Q 2213/13389 LAN, internet
• CPC Class Codes: H04Q 3/66 Traffic distributors

Abstract

A method and apparatus are provided for setting up a voice call between a client and one of a plurality of agents of an organization. The method includes the steps of detecting a contact request associated with the client determining a communication system address of the client based upon the detected contact request transferring a request to a router at a router Internet protocol address for a voice connection between the client at the determined address and one of the plurality of agents selecting an agent of the plurality of agents and forming a voice channel between the determined address of the client and an agent Internet protocol address of a terminal of the selected agent.

Claims

1. A method of setting up a voice call between a client and one of a plurality of agents of an organization, such method comprising the steps of:

detecting a contact request associated with the client;

determining a communication system address of the client based upon the detected contact request;

transferring a request to a router at a router Internet protocol address for a voice connection between the client at the determined address and one of the plurality of agents;

selecting an agent of the plurality of agents; and

forming a voice channel between the determined address of the client and an agent Internet protocol address of a terminal of the selected agent.

2. The method of setting up the voice call as in claim 1 further comprising setting up a data link between a predetermined Internet protocol address of a customer database and the Internet protocol address of the terminal of the selected agent.

3. The method of setting up the voice call as in claim 2 further comprising transferring the determined address of the client to the selected agent.

4. The method of setting up the voice call as in claim 3 further comprising downloading customer records through the data link between the customer data base and terminal of the selected agent based upon the determined address of the client.

5. The method of routing the voice call as in claim 4 wherein the step of detecting the call further comprises receiving call associated information along with the contact request.

6. The method of routing the voice call as in claim 5 wherein the step of determining the communication system address of the client further comprises defining the call associated information as an automatic number identifier.

7. The method of routing the voice call as in claim 6 wherein the step of determining the communication system address of the client further comprises defining the call associated information as an Internet protocol address.

8. The method of routing the voice call as in claim 7 wherein the step of determining the communication system address of the client further comprises defining the call associated information as a dialed number identification service number.

9. The method of routing the voice call as in claim 8 wherein the step of transferring the request for voice connection comprises transferring the call associated information to the router at the router Internet-protocol address.

10. The method of setting up the voice call as in claim 1 further comprising receiving a sign-on request from an agent of the plurality of agents.

11. The method of setting up a voice call as in claim 1 wherein the step of forming the voice channel further comprises setting up a switched circuit connection between a local exchange carrier of the client and a local exchange carrier of the selected agent.

12. The method of setting up the voice call as in claim 11 further comprising routing voice information between the local exchange carrier of the signing-on agent and a voice to packet converter.

13. The method of setting up the voice call as in claim 12 further comprising setting up a data link for exchanging packetized voice information between a port of the voice to packet converter and a port within a terminal of the signing-on agent.

14. The method of setting up the voice call as in claim 1 further comprising comparing a total number of the plurality of agents with a threshold value.

15. The method of setting up the voice call as in claim 14 further comprising sending a service template to a lookup service when the number of the plurality of agents exceeds the threshold.

16. The method of setting up the voice call as in claim 15 wherein the step of sending a service template further comprising identifying a contract agent for receiving calls.

17. The methods of setting up the voice call as in claim 16 further comprising downloading a connection object to the contract agent.

18. An apparatus for setting up a voice call between a client and one of a plurality of agents of an organization, such apparatus comprising:

means for detecting a contact request associated with the client;

means for determining a communication system address of the client based upon the detected contact request;

means for transferring a request to a router at a router Internet protocol address for a voice connection between the client at the determined address and one of the plurality of agents;

means for selecting an agent of the plurality of agents; and

means for forming a voice channel between the determined address of the client and an agent Internet protocol address of a terminal of the selected agent.

19. The apparatus for setting up the voice call as in claim 18 further comprising means for setting up a data link between a predetermined Internet protocol address of a customer database and the Internet protocol address of the terminal of the selected agent.

20. The apparatus for setting up the voice call as in claim 19 further comprising means for transferring the determined address of the client to the selected agent.

21. The apparatus for setting up the voice call as in claim 20 further comprising means for downloading customer records through the data link between the customer data base and terminal of the selected agent based upon the determined address of the client.

22. The apparatus for routing the voice call as in claim 21 wherein the means for detecting the call further comprises means for receiving call associated information along with the contact request.

23. The apparatus for routing the voice call as in claim 22 wherein the means for determining the communication system address of the client further comprises defining the call associated information as an automatic number identifier.

24. The apparatus for routing the voice call as in claim 23 wherein the means for determining the communication system address of the client further comprises defining the call associated information as an Internet protocol address.

25. The apparatus for routing the voice call as in claim 24 wherein the means for determining the communication system address of the client further comprises defining the call associated information as a dialed number identification service number.

26. The apparatus for routing the voice call as in claim 25 wherein the means for transferring the request for voice connection comprises means for transferring the call associated information to the router at the router Internet-protocol address.

27. The apparatus for setting up the voice call as in claim 18 further comprising means for receiving a sign-on request from an agent of the plurality of agents.

28. The apparatus for setting up a voice call as in claim 18 wherein the means for forming the voice channel further comprises means for setting up a switched circuit connection between a local exchange carrier of the client and a local exchange carrier of the selected agent.

29. The apparatus for setting up the voice call as in claim 28 further comprising means for routing voice information between the local exchange carrier of the signing-on agent and a voice to packet converter.

30. The apparatus for setting up the voice call as in claim 29 further comprising means for setting up a data link for exchanging packetized voice information between a port of the voice to packet converter and a port within a terminal of the signing-on agent.

31. The apparatus for setting up the voice call as in claim 18 further comprising means for comparing a total number of the plurality of agents with a threshold value.

32. The apparatus for setting up the voice call as in claim 31 further comprising means for sending a service template to a lookup service when the number of the plurality of agents exceeds the threshold.

33. The apparatus for setting up the voice call as in claim 32 wherein the means for sending a service template further comprising means for identifying a contract agent for receiving calls.

34. The apparatus for setting up the voice call as in claim 33 further comprising means for downloading a connection object to the contract agent.

35. An apparatus for setting up a voice call between a client and one of a plurality of agents of an organization, such apparatus comprising:

a server adapted to detect a contact request associated with the client;

a communication analyzer adapted to determine a communication system address of the client based upon the detected contact request;

a communication processor adapted to transfer a request to a router at a router Internet protocol address for a voice connection between the client at the determined address and one of the plurality of agents;

a routing application adapted to select an agent of the plurality of agents; and

a channel processor adapted to form a voice channel between the determined address of the client and an agent Internet protocol address of a terminal of the selected agent.

36. The apparatus for setting up the voice call as in claim 35 further comprising a data link adapted to downloading customer records between an Internet customer data base and terminal of the selected agent based upon the determined address of the client.

37. The apparatus for routing the voice call as in claim 35 wherein the communication system address of the client further comprises a dialed number identification service number.

38. The apparatus for routing the voice call as in claim 35 wherein the communication system address of the client further comprises an Internet protocol address.

39. The apparatus for setting up a voice call as in claim 35 wherein the formed voice channel further comprises a switched circuit connection between a local exchange carrier of the client and a local exchange carrier of the selected agent.

40. The apparatus for setting up the voice call as in claim 39 further comprising a voiced to packet converter adapted to route voice information between the local exchange carrier of the signing-on agent and a voice to packet converter.

41. The apparatus for setting up the voice call as in claim 40 further comprising a data link adapted to exchange packetized voice information between a port of the voice to packet converter and a port within a terminal of the signing-on agent.

42. The apparatus for setting up the voice call as in claim 35 further comprising a comparator adapted to compare a total number of the plurality of agents with a threshold value.

43. The apparatus for setting up the voice call as in claim 42 wherein the service template processor further comprising a lookup service adapted to identify a contract agent for receiving calls.

44. The apparatus for setting up the voice call as in claim 43 further comprising a service template processor adapted to send a service template to the lookup service when the number of the plurality of agents exceeds the threshold.

45. The apparatus for setting up the voice call as in claim 44 further comprising a contract agent processor adapted to download a connection object to the contract agent.

46. A method of routing a voice call between a client and one of a plurality of agents of an organization, such method comprising the steps of:

detecting a call by a server with the client requesting a voice connection with an agent of the plurality of agents of the organization;

forming a switched circuit voice connection between a local exchange carrier of the client and a local exchange carrier of the agent; and

forming a voice over Internet protocol connection between a local exchange carrier of the agent and a terminal of the agent.

47. The method of routing the voice call as in claim 46 wherein the step of detecting the call further comprises receiving call associated information along with the request.

48. The method of routing the voice call as in claim 47 wherein the step of receiving the call associated information further comprises defining the call associated information as an automatic number identifier.

49. The method of routing the voice call as in claim 48 wherein the step of receiving the call associated information further comprises defining the call associated information as an Internet address.

50. The method of routing the voice call as in claim 49 wherein the step of receiving the call associated information further comprises defining the call associated information as a dialed number identification service number.

51. The method of routing the voice call as in claim 49 wherein the step of receiving the call associated information further comprises transferring the call associated information to an Internet-based responsibility based router.

52. The method of routing the voice call as in claim 51 wherein the step of transferring the call associated information to the responsibility based router further comprises selecting the one agent of the plurality of agents based upon the call associated information.

53. The method of routing the voice call as in claim 52 further comprising transferring a telephone system identifier of the selected agent to the server.

54. The method of routing the voice call as in claim 53 further comprises transferring the call to the telephone system identifier of the selected agent.

55. The method of routing the voice call as in claim 54 further comprises setting up a data link between a graphical user interface of the agent and an Internet based organizational database.

56. The method of routing the voice call as in claim 55 wherein the step of setting up a data link further comprises downloading customer records to the selected agent based upon the call associated information.