Agent communication arrangements for telecommunication systems

• US 4,656,623 A
• Filed: 05/03/1985
• Issued: 04/07/1987
• Est. Priority Date: 05/03/1985
• Status: Expired due to Term

• Current Assignee: Bell Telephone Laboratories, Inc. (Nokia Corporation)
• Original Assignee: American Telephone & Telegraph Company (AT&T, Inc.)
• Inventors: Dalby, John C. Jr., Ward, Charles E. W.
• Primary Examiner(s): Olms, Douglas W.
• Assistant Examiner(s): KUNTZ, CURTIS A
• Application Number:
  US06/730,764
• Time in Patent Office: 704 Days
• Field of Search: 370/60, 370/94, 370/85, 179/27 D
• US Class Current: 370/270
• CPC Class Codes: H04M 3/51 Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing
• CPC Class Codes: H04M 3/5125 with remote located operators
• CPC Class Codes: H04Q 11/0428 Integrated services digital network, i.e. systems for transmission of different types of digitised signals, e.g. speech, data, telecentral, television signals
• CPC Class Codes: H04Q 2213/13072 Sequence circuits for call signaling, ACD systems
• CPC Class Codes: H04Q 2213/13103 Memory
• CPC Class Codes: H04Q 2213/13176 Common channel signaling, CCS7
• CPC Class Codes: H04Q 2213/13209 ISDN
• CPC Class Codes: Y10S 370/904 Integrated Services Digital Network, ISDN

Abstract

An operator or agent position, for use by a telephone assistance operator or an agent of a business, communicates with the circuit and packet switching network of a telecommunication switching system using an Integrated Services Digital Network (ISDN) B-channel and D-channel. The switching network is connected to customers, positions, data communication paths to data bases, and a data path to a control processor of the system. The B-channel is connected through a circuit switching network to a customer. The D-channel is connected through a packet switching network to the control processor and to data bases. Advantageously, the positions can be located remotely from the switching network because only a single integrated facility is required to transmit the integrated voice and data signal between a position and the network. Advantageously, a variety of data bases can be rapidly and efficiently accessed by a position.

Claims

1. A telecommunication system comprising:

agent position means, responsive to integrated voice and data input signals for generating acoustical outputs and visual outputs to an agent, and responsive to acoustical inputs and data inputs from an agent for generating integrated voice and data output signals;

switching network means comprising a plurality of ports connectable to customer stations;

interconnection means connected to said agent position means and said switching network means for transmitting said integrated input signals and said integrated output signals between said agent position means and said switching network means;

control processor means, connected to said switching network means, for generating control signals for controlling said switching network means; and

data communication means for transmitting data signals to and receiving data signals from a data base;

wherein said switching network means comprises switch multiplexing means responsive to said integrated output signals for generating output data signals and output voice signals, circuit switching means responsive to said control signals for transmitting voice signals received on one of said plurality of ports to said switch multiplexing means, and packet switching means responsive to said control signals for transmitting data signals received from said data communication means to said switch multiplexing means, wherein said switch multiplexing means is further responsive to said transmitted data signals and said transmitted voice signals for generating said integrated input signals, wherein said circuit switching means is further responsive to said control signals to transmit said output voice signals to said one of said plurality of ports, and wherein said packet switching means is further responsive to said control signals to transmit said output data signals to said data communication means.

2. A telecommunication system comprising:

agent position means, responsive to integrated voice and data input signals for generating acoustical outputs and visual outputs to an agent, and responsive to acoustical inputs and data inputs from an agent for generating integrated voice and data output signals;

switching network means comprising a plurality of ports connectable to customer stations;

interconnection means connected to said agent position means and said switching network means for transmitting said integrated input signals and said integrated output signals between said agent position means and said switching network means;

control processor means, connected to said switching network means, for generating control signals for controlling said switching network means; and

data communication means for transmitting data signals to and receiving data signals from a data base;

wherein said switching network means comprises switch multiplexing means responsive to said integrated output signals for generating output data signals and output voice signals, circuit switching means responsive to said control signals for transmitting voice signals received on one of said plurality of ports to said switch multiplexing means, and packet switching means responsive to said control signals for transmitting data signals received from said data communication means to said switch multiplexing means, wherein said switch multiplexing means is further responsive to said transmitted data signals and said transmitted voice signals for generating said integrated input signals, wherein said circuit switching means is further responsive to said control signals to transmit said output voice signals to said one of said plurality of ports, and wherein said packet switching means is further responsive to said control signals to transmit said output data signals to said data communication means;

wherein said agent position means comprises position multiplexing means and agent communication means comprising acoustical conversion means, said agent communication means responsive to agent voice input signals and said acoustical inputs, respectively, for generating said acoustical outputs and agent voice output signals, respectively, and input/output means responsive to said data inputs from an agent for generating agent data output signals, and responsive to agent data input signals for generating said visual outputs;

wherein said position multiplexing means comprises means responsive to said integrated input signals for generating said agent voice input signals and said agent data input signals, and responsive to said agent data output signals and said agent voice output signals for generating said integrated output signals.

3. The telecommunication system of claim 2 wherein said input/output means comprises:

data input means for generating first intermediate signals;

a terminal processor responsive to said first intermediate signals for generating said agent data output signals and responsive to said agent data input signals for generating second intermediate signals; and

visual output means responsive to said second intermediate signals for generating visual output.

4. The telecommunication system of claim 3 wherein said interconnection means comprises an integrated transmission facility and said integrated input signals and said integrated output signals are transmitted via a B-channel and the associated D-channel of said integrated transmission facility.

5. The telecommunication system of claim 4 wherein said packet switching means further comprises protocol conversion means for converting between different protocols of said data signals received from said data communication means and of said data signals transmitted to said switch multiplexing means.

6. The telecommunication system of claim 4 wherein said integrated transmission facility comprises a multiplexed transmission facility for transmitting a plurality of B-channels and the associated D-channels.

7. The telecommunication system of claim 4 wherein said control processor means further generates control processor data signals and wherein said packet switching means is further responsive to control signals from said control processor means to transmit said control processor data signals to said switch multiplexing means, and to transmit said output data signals from said switch multiplexing means to said control processor means.

8. The telecommunication system of claim 7 wherein said packet switching means further comprises protocol conversion means for converting between different protocols of said control processor data signals and said data signals transmitted to said switch multiplexing means.

9. The telecommunication system of claim 7 wherein said data communication means is connected to a data network.

10. The telecommunication system of claim 7 wherein said control processor means is responsive to said output data signals transmitted by said packet switching means from said switch multiplexing means to generate control signals to control said circuit switching means for setting up a voice connection between another of said ports and said switch multiplexing means.

11. The telecommunication system of claim 7 wherein a subset of said ports receive communication signals, wherein said circuit switching means transmits data signals representing said communication signals to said control processor means, and wherein said control processor means is responsive to said data signals representing said communication signals and to said output data signals transmitted by said packet switching means from said switch multiplexing means for generating said control signals.

12. The telecommunication system of claim 11 wherein said integrated transmission facility comprises a multiplexed integrated transmission facility for transmitting a plurality of B-channels and the associated D-channels.

13. The telecommunication system of claim 12 wherein said data communication means is connected to a data network.

14. The telecommunication system of claim 11 wherein said system further comprises a plurality of agent position means and a plurality of interconnection means for interconnecting each of said plurality of agent means and said switching network means, wherein said control processor is further responsive to said communication signals to select an available agent position from said plurality of agent positions and to generate other control signals to said switching network means, and wherein said switching network means further comprises means responsive to said other control signals for transmitting other voice signals between an other of said plurality of ports and said interconnection means for interconnecting said available agent position and said switching network means.

15. A telecommunication system comprising:

switching network means, comprising a plurality of first ports for the transmission of voice signals to and the reception of voice signals from customer stations, second ports for the transmission of integrated voice and data input signals to and reception of integrated voice and data output signals from agent positions, and data communication ports for transmitting data signals to and receiving data signals from a data base;

control processor means, connected to said switching network means, for generating control signals for controlling said switching network means;

wherein said switching network means comprises switch multiplexing means connected to one of said second ports responsive to said integrated output signals for generating output data signals and output voice signals, circuit switching means connected to one of said first ports responsive to said control signals for transmitting voice signals received on said one of said first ports to said switch multiplexing means, and packet switching means responsive to said control signals for transmitting data signals received on one of said data communication ports to said switch multiplexing means, wherein said switch multiplexing means is further responsive to said transmitted data signals and said transmitted voice signals for generating said integrated input signals, wherein said circuit switching means is further responsive to said control signals to transmit said output voice signals to said one of said plurality of first ports, and wherein said packet switching means is further responsive to said control signals to transmit said output data signals to said one of said data communication ports.

16. The telecommunication switching system of claim 15 wherein said one of said second ports is adapted to be connected to an integrated transmission facility comprising a B-channel and an associated D-channel.

17. The telecommunication switching system of claim 16 wherein at least one of said plurality of second ports comprises means for combining a plurality of B-channels and a plurality of associated D-channels.

18. A telecommunication system comprising:

a plurality of ports connectable to customer stations;

agent communication means comprising voice access means and data access means for communicating with an agent;

control processor means for generating processor control signals for controlling a switching network;

data communication means for transmitting data signals to and receiving data signals from a data base;

a switching network connected to said control processor means, said plurality of ports and said data communication means; and

interconnection means for connecting said agent communication means to said switching network comprising a B-channel for transmission of voice signals and an associated D-channel for transmission of data signals between said agent communication means and said switching network, and position multiplexing means cooperating with said agent communication means for connecting said B-channel to said voice access means and said associated D-channel to said data access means;

wherein said switching network means comprises circuit switching means responsive to said processor control signals for connecting said B-channel to one of the ports connected to said switching network means, and packet switching means responsive to said processor control signals for connecting said associated D-channel to said data communication means.

19. The telecommunication system of claim 18 wherein said switching network further comprises switch multiplexing means for transmitting said associated D-channel between said packet switching means and said interconnection means, and for transmitting said B-channel between said circuit switching means and said interconnection means.

20. The telecommunication system of claim 19 further comprising a data network, said data network being connected to said data base and said data communication means, wherein said data communication means transmits data signals to and receives data signals from said data network.

21. In a telecommunication switching system for interconnecting a telephone customer station, an agent position, and a data base, comprising switching network means for interconnecting a customer station, an agent position, and a data base, a method of setting up an agent call among said customer station, said data base, and said agent position, comprising the steps of:

receiving communication signals from said customer station;

responsive to said communication signals, setting up a voice path between said customer station and said agent position comprising a voice connection in said switching network means and the B-channel of an integrated voice and data facility, having associated B- and D-channels, interconnecting said network means and said agent position;

receiving a control message from said agent position over the D-channel associated with said B-channel;

responsive to receipt of said control message, setting up a data path, between said agent position and said data base, comprising a data connection in said switching network means and said D-channel;

receiving a first data message from said agent position over said D-channel and transmitting said first data message through said data connection to said data base;

receiving a second data message from said data base and transmitting said second data message through said data connection to said agent position via said D-channel.

22. In the telecommunication switching system of claim 21, wherein said system and said switching network means further interconnects an other data base, the method of claim 21 wherein said agent call is among said customer station, said data base, said agent position and said other data base, further comprising the steps of:

receiving an other control message from said agent position over said D-channel;

responsive to receipt of said other control message, setting up an other data path, between said agent position and said other data base, comprising an other data connection in said switching network means and said D-channel;

receiving a third data message from said agent position over said D-channel and transmitting said third data message through said other data connection to said other data base; and

receiving a fourth data message from said other data base and transmitting said fourth data message through said other data connection to said agent position via said D-channel.

23. In a telecommunication switching system for interconnecting a telephone customer station, a plurality of agent positions, and a data base, comprising switching network means for interconnecting a customer station, an agent position, and a data base, a method of setting up an agent call among said customer station, said data base, and an agent position, comprising the steps of:

receiving communication signals from said customer station;

responsive to said communication signals, selecting an available agent position from said plurality of agent positions;

setting up a voice path between said customer station and said available agent position comprising a voice connection in said switching network means and the B-channel of an integrated voice and data facility, having associated B- and D-channels, interconnecting said network means and said available agent position;

receiving a control message from said available agent position over the D-channel associated with said B-channel;

responsive to receipt of said control message, setting up a data path, between said available agent position and said data base, comprising a data connection in said switching network means and said D-channel;

receiving a first data message from said available agent position over said D-channel and transmitting said first data message through said data connection to said data base;

receiving a second data message from said data base and transmitting said second data message through said data connection to said available agent position via said D-channel.

24. In the telecommunication switching system of claim 23, the method of claim 23 wherein said step of selecting comprises the steps of:

determining whether one of said plurality of agent positions is available;

if said determining step determines that one or more of said plurality of agent positions is available, selecting one of said available positions;

if said determining step determines that none of said plurality of agent positions is available, recording a request for a connection from said customer station to an agent position; and

selecting an available agent position for connection to said customer station when one or more agent positions become available.

25. In the telecommunication switching system of claim 24, wherein said system and said switching network means further interconnects an other data base, the method of claim 24 wherein said agent call is among said customer station, said data base, said available agent position and said other data base, further comprising the steps of:

receiving an other control message from said available agent position over said D-channel;

responsive to receipt of said other control message, setting up an other data path, between said available agent position and said other data base, comprising an other data connection in said switching network means and said D-channel;

receiving a third data message from said available agent position over said D-channel and transmitting said third data message through said other data connection to said other data base; and

receiving a fourth data message from said other data base and transmitting said fourth data message through said other data connection to said available agent position via said D-channel.