Automatic call distribution system using computer network-based communication

• US 20060188086A1
• Filed: 02/10/2006
• Published: 08/24/2006
• Est. Priority Date: 12/11/1998
• Status: Active Grant

• Current Assignee: Avaya Incorporated
• Original Assignee: Acuity Software
• Inventors: Zhang, Zhiyu, Zilko, Stephen P., Horvath, Edward C., Novosel, Peter, Bunyan, Peter, Seah, Kirschen Alcyone, Balakrishnan, Govind, Moore, Dwight M., Sanchez, Christopher, Hoq, Mohammed Ehtesham, Busey, Andrew T., Bowen, Kenneth Lynn, Wells, Mark Lovett, Currie, George
• Granted Patent: US 7,995,740 B2
• Time in Patent Office: Days
• US Class Current: 379/265.90
• CPC Class Codes: H04M 2203/551 Call history recording a computer conference H04L12/1831
• CPC Class Codes: H04M 3/5191 interacting with the Internet
• CPC Class Codes: H04M 3/5233 Operator skill based call distribution
• CPC Class Codes: H04M 7/0027 Collaboration services where a computer is used for data transfer and the telephone is used for telephonic communication

Abstract

Multiple communication types are integrated into a call center. The communication types can be chat, email, Internet Protocol (IP) voice, traditional telephone, web page, digital image, digital video and other types. Features of the invention include allowing a single agent to handle multiple customers on multiple channels, or “endpoints.” Prioritizing and assigning calls to agents based on a specific criteria such as the number of endpoints assigned to an agent, the agents availability, the priority of a customer call, the efficiency of a given agent and the agent'"'"'s efficiency at handling a particular communication type call. An agent user interface is described that allows the agent to have control over accepting multiple calls. The agent can drag and drop canned responses, images, URLs, or other information into a window for immediate display on a customer'"'"'s computer. The system provides for detailed agent performance tracking. The system provides failure recovery by using a backup system. If the network server fails, then the customer is connected directly to an agent. When a failed computer comes back on line, the statistics gathered are then used to synchronize the returned computer. The system provides extensive call recording or “data wake” information gathering. The system provides flexibility in transferring large amounts of historic and current data from one agent to another, and from storage to an active agent. The system integrates human agents'"'"' knowledge with an automated knowledge base. The system provides for an agent updating, or adding, to the knowledge base in real time. The system also provides for “blending” of different communication types.

Claims

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28. An automatic call distribution system comprising:

a server computer for providing communications between a customer computer and an agent computer, wherein the server computer includes records that keep track of the communications;

a failure handler for placing the agent and customer computers in direct communication upon failure of the server computer.

29. The automatic call distribution system of claim 28, further comprising:

a database for storing information on communications between the customer computer and the agent computer during direct communication between the agent and customer computers; and

a data synchronizer for using the stored information in the database to update the server system so that when server computer communications are resumed the server system maintains continuity of its records.

30. An automatic call distribution system for transferring information between customers and agents, wherein information is transferred via a communication line, wherein a “

call”

is a request that a customer be placed in communication with an agent, the automatic call distribution system comprising;

a transfer system for allowing a first agent to transfer a call to a second agent, wherein the transfer system provides for transferring information collected during a customer'"'"'s session with the first agent, to the second agent.

31. The automatic call distribution system of claim 30, further comprising:

a mixed communication interface allowing the agent to transfer information with the customer through both the telephone and network interfaces during a single session.

32. The automatic call distribution system of claim 31, wherein the agent transfers Hyper-Text Markup Language format text embedded within online chat text.

33. The automatic call distribution system of claim 32, wherein the agent transfers a Uniform Resource Locator embedded within online chat text.

34. The automatic call distribution system of claim 31, wherein the customer uses a computer and telephone to communicate with an agent, wherein the agent initiates a Web page transmission of information to the customer'"'"'s computer concurrently with speaking to the customer over the telephone.

35. The automatic call distribution system of claim 30, further comprising:

a shuffling mechanism for assigning agents to telephone interface or the network interface information transfers.

36. The automatic call distribution system of claim 30, wherein an agent operates an agent computer system, wherein the agent computer system includes a processor, storage device, user input device and display, wherein the agent computer system is coupled to the control system, the automatic call distribution system further comprising:

an agent interface providing a control to allow an agent using the interface to specify how many communication lines are allocated to the agent.

37. The automatic call distribution of claim 36, wherein the control includes a button to increase the number of lines allocated to the agent.

38. The automatic call distribution system of claim 36, wherein the control includes a button to decrease the number of lines allocated to the agent.

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