System and method for providing agent directed automatic call backs

• US 20060245577A1
• Filed: 04/27/2005
• Published: 11/02/2006
• Est. Priority Date: 04/27/2005
• Status: Abandoned Application

• Current Assignee: Rockwell Electronics Commerce Technologies LLC
• Original Assignee: Rockwell Electronics Commerce Technologies LLC
• Inventors: Michelson, Mark, Mancuso, Richard, Kalayil, Sales, Laughlin, Judith, Frediani, Michael
• Application Number:
  US11/115,517
• Publication Number:
  US 20060245577A1
• Time in Patent Office: Days
• US Class Current: 379/265.20
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements
• CPC Class Codes: H04M 3/5231 with call back arrangements

Abstract

A method and system of providing an agent directed automatic call back to a customer in a call center is presented. A screen display is established on an agent'"'"'s computer, the screen display requests call back information on the customer. The call back information includes a work key identifier and/or an application identifier. The agent manually inputs at least some of the call back information. The call back information is coupled via a call center network into a computer system associated with a telephone switching system. A call back time is scheduled and the computer system instructs the telephone switching system to automatically place the automatic call back at the call back time.

Claims

1. A method of providing an agent directed automatic call back to a customer in a call center comprising:

establishing a screen display on an agent'"'"'s computer, the screen display requesting call back information on the customer, the call back information having at least one of a work key identifier and an application identifier;

receiving by manual input from the agent at least some of the call back information;

coupling the call back information via a call center network into a computer system associated with a telephone switching system;

scheduling, using the computer system, a call back time for the automatic call back; and

instructing, via the computer system, the telephone switching system to automatically place the automatic call back at the call back time.

2. The method of claim 1 further comprising:

requesting a customer phone number from the customer, the number being a phone number used to contact the customer and having an area code;

automatically determining a time zone for the customer based upon the area code;

providing time zone regulations for the time zone; and

automatically determining that the call back time complies with the time zone regulations.

3. The method of claim 2 further comprising:

providing a call center schedule; and

automatically checking the call back time to ensure it complies with the call center schedule.

4. The method of claim 3 further comprising:

specifying a maximum number of calls scheduled at one time;

providing a count of calls scheduled at one time, the count of calls being a total number of all calls that are scheduled at the call back time;

automatically checking the count of calls scheduled at one time to ensure it is not greater than the maximum number of calls scheduled at one time.

5. The method of claim 4 further comprising:

attempting to complete the call back to the customer;

automatically rescheduling the call back for a predetermined time interval if the call back does not result in a live disposition.

6. The method of claim 1 wherein the information comprises the customers phone number, a work key identifier, an application identifier, and a time to complete the automatic call back.

7. A computer readable medium having encoded therein computer executable instructions for performing a method of providing an agent directed automatic call back to a customer in a call center, the method comprising:

establishing a screen display on an agent'"'"'s computer, the screen display requesting call back information on the customer, the call back information having at least one of a work key identifier and an application identifier;

receiving by manual input from the agent at least some of the call back information;

coupling the call back information via a call center network into a computer system associated with a telephone switching system;

scheduling, using the computer system, a call back time for the automatic call back; and

instructing, via the computer system, the telephone switching system to automatically place the automatic call back at the call back time.

8. The computer readable medium having computer executable instructions for performing the method for providing an agent directed automatic call back as in claim 7, the method further comprising:

requesting a customer phone number from the customer, the number being a phone number used to contact the customer and having an area code;

automatically determining a time zone for the customer based upon the area code;

providing time zone regulations for the time zone; and

automatically determining that the call back time complies with the time zone regulations.

9. The computer readable medium having computer executable instructions for performing the method for providing an agent directed automatic call back as in claim 8, the method further comprising:

providing a call center schedule; and

automatically checking the call back time to ensure it complies with the call center schedule.

10. The computer readable medium having computer executable instructions for performing the method for providing an agent directed automatic call back as in claim 9, the method further comprising:

specifying a maximum number of calls scheduled at one time;

providing a count of calls scheduled at one time, the count of calls being a total number of all calls that are scheduled at the call back time;

automatically checking the count of calls scheduled at one time to ensure it is not greater than the maximum number of calls scheduled at one time.

11. The computer readable medium having computer executable instructions for performing the method for providing an agent directed automatic call back as in claim 7 wherein the information comprises the customer phone number, a work key identifier, an application identifier, and a time to complete the automatic call back.

12. A system for providing an agent directed automatic call back to a customer comprising:

at least one agent PC, each PC connected to a computer system;

a telephone switching system, the telephone switching system connected to the computer system;

an agent phone connected to the telephone switching system; and

the computer system, the computer system comprising a server for generating a screen display on the agent PC, an input device for the agent to manually enter call back information, and the screen display requesting the call back information, the call back information having at least one of a work key identifier and an application identifier.

13. The system in claim 12 wherein the screen display is a web form.

14. The system in claim 13 in which the computer system further comprises a second server, in which the second server is used to manage and store a queue database.

15. The system in claim 14 in which the computer system further comprises a network, the network connected to the servers, the agent PC, and the telephone switching system.

16. A system for providing an agent directed automatic call back to a customer comprising:

means for establishing a screen display on an agent'"'"'s computer, the screen display requesting call back information on the customer, the call back information having at least one of a work key identifier and an application identifier;

means for receiving by manual input from the agent at least some of the call back information;

means for coupling the call back information via a call center network into a computer system associated with a telephone switching system;

means for scheduling, using the computer system, a call back time for the automatic call back; and

means for instructing, via the computer system, the telephone switching system to automatically place the automatic call back at the call back time.

17. The system in claim 16 further comprising:

means for requesting a customer phone number from the customer, the number being a phone number used to contact the customer and having an area code;

means for automatically determining a time zone for the customer based upon the area code;

means for providing time zone regulations for the time zone; and

means for automatically determining that the call back time complies with the time zone regulations.

18. The system in claim 17 further comprising:

means for providing a call center schedule; and

means for automatically checking the call back time to ensure it complies with the call center schedule.

19. The system in claim 18 further comprising:

means for specifying a maximum number of calls scheduled at one time;

means for providing a count of calls scheduled at one time, the count of calls being a total number of all calls that are scheduled at the call back time;

means for automatically checking the count of calls scheduled at one time to ensure it is not greater than the maximum number of calls scheduled at one time.

20. The system in claim 16 wherein the information comprises the customer phone number, a work key identifier, an application identifier, and a time to complete the automatic call back.