Contact center management

• US 20040062380A1
• Filed: 09/26/2002
• Published: 04/01/2004
• Est. Priority Date: 09/26/2002
• Status: Active Grant

• Current Assignee: Avaya Incorporated
• Original Assignee: Nortel Networks Limited (Nortel Networks Corporation)
• Inventors: Delaney, Paul J.
• Granted Patent: US 6,937,715 B2
• Time in Patent Office: Days
• US Class Current: 379/265.02
• CPC Class Codes: H04M 3/5234 Uniform load distribution
• CPC Class Codes: H04M 3/5237 Interconnection arrangements between ACD systems

Abstract

A network of contact centres is managed by a network management server which allows contact centres (which may be independently run from one another) to register over the Internet or an intranet. Contacts received at a contact centre which is overly busy can be transferred to a different contact centre based on a determination made by the network management unit as to the most suitable agent in the network of contact centres. The network management unit receives events messages from the various contact centres as events occur which impact on the availability of individual agents. In this way, a dynamically updated database at the network management unit can determine the most suitable agent to which a contact should be transferred. The system allows independent contact centres to act as part of a larger network of contact centres without reducing the ability of a given centre to receive and handle contacts independently of one another.

Claims

1. A method of managing a plurality of contact centres connected over a data network comprising the steps of:

a) providing an interface to allow contact centres connected to the data network to register with a network management unit;

b) receiving at the network management unit over the data network registration data relating to a contact centre;

c) registering the contact centre when sufficient data is received;

d) storing, for the registered contact centre, status information relating to one or more agents at that contact centre;

e) receiving over the data network an events message from the contact centre and updating the agent status information for an agent in accordance with information contained in the events message;

whereby the agent status information may be used by the network management unit to determine a suitable agent at the registered contact centre for handling a contact received at the same or a different registered contact centre.

2. A method as claimed in claim 1, wherein said interface is a web server providing a registration facility.

3. A method as claimed in claim 1, wherein the step of registering a contact centre comprises assigning a communications port to the contact centre such that events messages are received via said port.

4. A method as claimed in claim 1, further comprising repeating steps b)-e) for one or more further call centres whereby the determination of a suitable agent can be made from the agents of all contact centres registered at the time.

5. A method as claimed in claim 1, further comprising the steps of:

f) receiving at the network management unit over the data network de-registration data relating to a contact centre;

g) de-registering the contact centre when sufficient data is received;

h) updating the agent status information for the agents of said de-registered contact centre by deleting or otherwise providing an indication that said agents are unavailable.

10. A method of handling a contact as claimed in claim 4, wherein step b) occurs at the request of the first contact centre.

11. A method of handling a contact as claimed in claim 4, wherein step b) occurs as a result of an events message automatically generated by the first contact centre during the normal handling of the contact.

6. A network management unit for managing a plurality of contact centres connected via a data network, the unit comprising:

a) a connection to the data network;

b) a registration unit for receiving registration data relating to a plurality of contact centres connected to said network;

c) a memory for storing details of agents associated with registered contact centres;

d) an events monitor for receiving events notifications from a registered contact centre as events occur which impact on the availability of one or more agents at that contact centre;

e) an updating module for updating the details of said one or more agents based on said events notifications; and

f) a resource allocation unit for determining, based on the stored agent details, a suitable agent for handling a contact received at one of said registered contact centres.

7. A method of operating a contact centre, comprising the steps of:

a) contacting, over a data network, a contact centre network management unit;

b) providing to said network management unit registration details including information relating to the current status of agents at the contact centre;

c) providing to the network management unit messages of events impacting on the status of agents as such events occur;

d) receiving a contact transferred from another contact centre registered with the network management unit; and

e) assigning the contact to an agent in accordance with instructions generated by the network management unit.

8. A method as claimed in claim 7, wherein said events include an event selected from:

i. Agent logs in

ii. Agent logs out

iii. Agent goes ready

iv. Agent goes not ready

v. Agent on hold

vi. Agent reserved

vii. Contact arrived

viii. CLID of new contact

ix. Contact presented

x. Contact abandoned

xi. Contact re-queued to different skillset

9. A method of handling a contact within a network of contact centres each connected via a data network to a network management unit, comprising the steps of:

a) receiving a contact at a first contact centre;

b) determining at said network management unit a suitable agent to handle said contact based on agent status data which is dynamically updated in the network management unit in accordance with events messages received from the contact centres on the network;

c) if the suitable agent is determined to be at a second contact centre different from the first contact centre, reserving the resources of that agent at the second contact centre;

d) transferring the contact from the first contact centre to the second contact centre; and

e) presenting the contact to the suitable agent at the second contact centre.

12. A contact centre network comprising:

a) a plurality of contact centres connected via a data network, each contact centre comprising;

i) a contact handling unit for presenting a contact received at the contact centre to an agent of the centre or for transferring the contact to a remote contact centre;

ii) a contact centre management unit for controlling the handling of contacts by the contact handling unit; and

iii) an events message generator for generating and transmitting over the data network messages relating to events occurring at the contact centre which impact on the status of agents at the contact centre; and

b) a network management unit connected to the data network, said network management unit including

i) a memory for storing details of agents associated with said contact centres;

ii) an events monitor for receiving events notifications from said contact centres as events occur which impact on the availability of one or more agents at the contact centre where the events occur;

iii) an updating module for updating the details of said one or more agents based on said events notifications; and

iv) a resource allocation unit for determining, based on the stored agent details, a suitable agent for handling a contact received at one of said contact centres.

whereby a contact received at a first one of said contact centres can be transferred to a second one of said contact centres based on a determination made by the resource allocation unit, and at the second of said contact centres, can be presented to the agent identified by the resource allocation unit.

13. A method of handling a contact at a contact centre connected via a data network to a network management unit, comprising the steps of:

a) receiving a contact from an external source;

b) determining whether resources exists at the contact centre to efficiently handle the contact;

c) if a determination is made that the contact cannot be handled efficiently, issuing a request to the network management unit to transfer the contact to a remote contact centre also connected to the network management unit;

d) receiving from the network management unit an instruction to transfer the contact said instruction including sufficient information for the contact centre to determine routing information to the remote contact centre; and

e) using said routing information, transferring the contact to said remote contact centre.

14. A computer program product comprising instructions in machine readable form which are effective when executed on a programmable apparatus associated with a network management unit connected to a data network to cause the network management unit to:

a) allow contact centres connected to the data network to register with the network management unit;

b) receive registration data relating to a contact centre;

c) register the contact centre when sufficient data is received;

d) store, for the registered contact centre, status information relating to one or more agents at that contact centre;

e) receive over the data network an events message from the contact centre and update the agent status information for an agent in accordance with information contained in the events message;

whereby the agent status information may be used by the network management unit to determine a suitable agent at the registered contact centre for handling a contact received at the same or a different registered contact centre.

15. A computer program product comprising instructions in machine readable form which are effective when executed on a programmable apparatus associated with a contact centre connected to a data network to cause the contact centre to:

a) contact, over a data network, a contact centre network management unit;

b) provide to said network management unit registration details including information relating to the current status of agents at the contact centre;

c) provide to the network management unit messages of events impacting on the status of agents as such events occur;

d) receive a contact transferred from another contact centre registered with the network management unit; and

e) assign the contact to an agent in accordance with instructions generated by the network management unit.

16. A computer program product comprising instructions in machine readable form which are effective when executed on a programmable apparatus associated with a contact centre connected to a data network to cause the contact centre to:

a) receive a contact from an external source;

b) determine whether resources exist at the contact centre to efficiently handle the contact;

c) if a determination is made that the contact cannot be handled efficiently, issue a request to the network management unit to transfer the contact to a remote contact centre also connected to the network management unit;

d) receive from the network management unit an instruction to transfer the contact said instruction including sufficient information for the contact centre to determine routing information to the remote contact centre; and

e) use said routing information, transferring the contact to said remote contact centre.