Method and system for automatically synchronizing and auditing databases of telephone call center switching systems in a telephone call center network

• US 20070036331A1
• Filed: 07/18/2005
• Published: 02/15/2007
• Est. Priority Date: 07/18/2005
• Status: Abandoned Application

• Current Assignee: Consistacom Incorporated
• Original Assignee: Consistacom Incorporated
• Inventors: Fitzgerald, Steven
• Application Number:
  US11/183,607
• Publication Number:
  US 20070036331A1
• Time in Patent Office: Days
• US Class Current: 379/265.20
• CPC Class Codes: H04M 3/5237 Interconnection arrangements between ACD systems

Abstract

A telephone call center system for directing incoming calls from callers to agents includes first and second call center switches such as ACDs and PBXs. The first switch has a configuration corresponding to call distribution rules such that the first switch distributes incoming calls from callers to the agents in accordance with the call distribution rules. A synchronizer is in communication with the switches for determining the configurations of the switches. Upon the synchronizer determining that the configuration of the second switch is different than the configuration of the first switch the synchronizer replicates the configuration of the first switch to the second switch such that the second switch has the same configuration as the first switch whereby both switches distribute incoming calls to the agents in accordance with the call distribution rules.

Claims

1. A telephone call center system for directing incoming calls from callers to agents, the system comprising:

a first call center switch having a configuration corresponding to call distribution rules such that the first call center switch distributes incoming calls from callers to the agents in accordance with the call distribution rules;

a second call center switch having a configuration; and

a synchronizer in communication with the call center switches for determining the configurations of the call center switches, wherein upon the synchronizer determining that the configuration of the second call center switch is different than the configuration of the first call center switch the synchronizer replicates the configuration of the first call center switch to the second call center switch such that the second call center switch has the same configuration as the first call center switch whereby both call center switches distribute incoming calls to the agents in accordance with the call distribution rules.

2. The system of claim 1 wherein:

in response to the configuration of the first call center switch being changed to a new configuration corresponding to new call distribution rules such that the first call center switch distributes incoming calls from callers to the agents in accordance with the new call distribution rules, the synchronizer replicates the new configuration of the first call center switch to the second call center switch such that the second call center switch has the new configuration whereby both call center switches distribute incoming calls to the agents in accordance with the new call distribution rules.

3. The system of claim 1 wherein:

in response to the configuration of the second call center switch being changed to a configuration which is different than the configuration of the first call center switch, the synchronizer replicates the configuration of the first call center switch to the second call center switch such that the second call center switch has the same configuration as the first call center switch whereby both call center switches distribute incoming calls to the agents in accordance with the call distribution rules.

4. The system of claim 1 further comprising:

a third call center switch having a configuration;

wherein the synchronizer is in communication with the third call center switch for determining the configuration of the third call center switch, wherein upon the synchronizer determining that the configuration of the third call center switch is different than the configuration of the first call center switch the synchronizer replicates the configuration of the first call center switch to the third call center switch such that the third call center switch has the same configuration as the first call center switch whereby the call center switches distribute incoming calls to the agents in accordance with the call distribution rules.

5. The system of claim 1 wherein:

the first and second call center switches comprise automatic call distributor switches.

6. The system of claim 5 wherein:

each automatic call distributor switch includes a media server and a media gateway which communicate with one another to form an automatic call distributor.

7. The system of claim 4 wherein:

the first, second, and third call center switches comprise automatic call distributor switches.

8. The system of claim 5 wherein:

the first, second, and third call center switches comprise private branch exchange switches.

9. The system of claim 1 wherein:

call center switch resources such as agent logins, vectors, virtual directory numbers, hunt groups, and announcements of the first call center switch are set in accordance with a resource group setting such that the first call center switch has the configuration corresponding to the call distribution rules;

wherein synchronizer replicates the configuration of the first call center switch to the second call center switch such that the call center switch resources of the second call center switch are set in accordance with the resource group setting whereby both call center switches have the same configuration.

10. The system of claim 2 wherein:

call center switch resources such as agent logins, vectors, virtual directory numbers, hunt groups, and announcements of the first call center switch are set in accordance with a new resource group setting such that the first call center switch has the new configuration corresponding to the new call distribution rules;

wherein synchronizer replicates the new configuration of the first call center switch to the second call center switch such that the call center switch resources of the second call center switch are set in accordance with the new resource group setting whereby both call center switches have the same new configuration.

11. A system for use with a telephone call center network having a plurality of call center switches for directing incoming calls from callers to agents, the system comprising:

a control points table indicating which one of the switches is a publisher of a first resource and which one of the switches is a publisher of a second resource;

a subscriptions table indicating which of the switches are subscribers of the first resource publisher and which of the switches are subscribers of the second resource publisher; and

a synchronizer in communication with the switches and the tables, wherein the synchronizer replicates the first resource of the first resource publisher to the subscribers of the first resource publisher and replicates the second resource of the second resource publisher to the subscribers of the second resource publisher in accordance with the indications of the tables.

12. The system of claim 11 wherein:

the switches comprise automatic call distributor switches.

14. The system of claim 11 wherein:

the control points table further indicates the first resource of the first resource publisher;

wherein, in response to a call systems administrator accessing the call distribution rules to modify the first resource, the synchronizer replicates the modified first resource to the subscribers of the first resource publisher.

15. The system of claim 11 wherein:

in response to the first resource of a subscriber of the first resource publisher being changed such that the first resource of the subscriber is different than the first resource of the first resource publisher, the synchronizer replicates the first resource of the first resource publisher to the subscriber such that the first resource of the subscriber is the same as the first resource of the first resource publisher.

13. The system of claim 111 wherein:

the resources include at least one of agent logins, vectors, virtual directory numbers, hunt groups, and announcements.

16. A method for a telephone call center system operable for directing incoming calls from callers to agents, the method comprising:

providing a first call center switch having a configuration corresponding to call distribution rules such that the first call center switch distributes incoming calls from callers to the agents in accordance with the call distribution rules;

providing a second call center switch having a configuration;

communicating with the call center switches to determine the configurations of the call center switches using a synchronizer in communication with the call center switches;

upon determining that the configuration of the second call center switch is different than the configuration of the first call center switch, replicating the configuration of the first call center switch from the synchronizer to the second call center switch such that the second call center switch has the same configuration as the first call center switch whereby both call center switches distribute incoming calls to the agents in accordance with the call distribution rules.

17. The method of claim 16 further comprising:

in response to the configuration of the first call center switch being changed to a new configuration corresponding to new call distribution rules such that the first call center switch distributes incoming calls from callers to the agents in accordance with the new call distribution rules, replicating the new configuration of the first call center switch from the synchronizer to the second call center switch such that the second call center switch has the new configuration whereby both call center switches distribute incoming calls to the agents in accordance with the new call distribution rules.

18. The method of claim 16 further comprising:

in response to the configuration of the second call center switch being changed to a configuration which is different than the configuration of the first call center switch, replicating the configuration of the first call center switch from the synchronizer to the second call center switch such that the second call center switch has the same configuration as the first call center switch whereby both call center switches distribute incoming calls to the agents in accordance with the call distribution rules.

19. The method of claim 16 further comprising:

providing a third call center switch having a configuration;

communicating with the third call center switch to determine the configuration of the third call center switch using the synchronizer; and

upon determining that the configuration of the third call center switch is different than the configuration of the first call center switch replicating the configuration of the first call center switch from the synchronizer to the third call center switch such that the third call center switch has the same configuration as the first call center switch whereby the call center switches distribute incoming calls to the agents in accordance with the call distribution rules.

20. The method of claim 16 wherein:

the first and second call center switches comprise automatic call distributor switches.