Telephone agent call management system

• US 5,062,103 A
• Filed: 12/29/1988
• Issued: 10/29/1991
• Est. Priority Date: 12/29/1988
• Status: Expired due to Term

• Current Assignee: American Telephone & Telegraph Company (AT&T, Inc.)
• Original Assignee: AT&T, Inc.
• Inventors: Davidson, Wayne A., Winter, Diana S.
• Primary Examiner(s): Olms, Douglas W.
• Assistant Examiner(s): Jung, Min
• Application Number:
  US07/291,813
• Time in Patent Office: 1,034 Days
• Field of Search: 370/58.1, 370/60, 370/110.1, 379/94, 379/112, 379/265, 379/266, 379/269, 379/214, 379/215
• US Class Current: 370/270
• CPC Class Codes: H04M 2207/08 ISDN systems
• 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: H04M 3/5158 in combination with automated outdialling systems devices for signalling identity of wanted subscriber H04M1/26
• CPC Class Codes: H04M 3/5237 Interconnection arrangements between ACD systems
• 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 2213/13209 ISDN
• CPC Class Codes: H04Q 2213/13349 Network management
• CPC Class Codes: Y10S 370/904 Integrated Services Digital Network, ISDN

Abstract

A computer connected to an ISDN central office switch via an ISDN digital subscriber line, provides management information regarding activities of a plurality of telephone agents. The computer has shared call appearances with a number of telephone agent stations and receives shared call appearance associated messages from the switch reflecting call handling messages exchanged between the ISDN and each of the agent stations. The messages are interpreted by the computer, which generates station status information and management information such as the number of calls handled, average holding time per call, etc. The computer may be connected simultaneously to several central offices via ISDN subscriber lines and generate management information for a group of geographically separated agents, such as home telemarketing agents operating out of their individual homes and connected to different central offices. Based on the generated status and management information, the computer performs an incoming call management function by selecting agents connected to different switches for handling incoming calls and transmitting to the ISDN switch appropriate messages for causing the switch to transfer incoming calls to the selected agents. Additionally, the computer performs an outgoing call management function by initiating outgoing calls and causing the switch to connect an answering party to an agent, selected by the computer on any of the switches.

Claims

1. A telephone agent call management arrangement for use with an ISDN central office switching system having a plurality of telephone agent stations connected thereto, comprising:

computer means connected to said switching system for receiving from said switching system data defining call handling information exchanged between said system and said stations;

said computer means responsive to an incoming call extended to a directory number assigned to said computer to select one of said stations for handling said call, on the basis of said received data; and

further responsive to said call to transmit to said switching system ISDN messages identifying said selected station for causing said switching system to connect said call to said selected station.

2. A telephone agent call management arrangement in accordance with claim 1, wherein said computer means is connected to said switching system via an ISDN subscriber line having assigned thereto shared call appearances with each of said stations, wherein said data comprises shared call appearance associated ISDN messages and wherein said computer means is responsive to said messages to record station activity data representative of call handling activities of said agent stations and selects said one of said stations on the basis of said recorded data.

3. A telephone agent call management arrangement in accordance with claim 2, wherein said ISDN messages transmitted by said computer means comprise messages for establishing a call from said computer means to said selected station and messages for causing said switching system to interconnect said incoming call and said call to said selected station.

4. A telephone agent call management arrangement for use with a plurality of agent stations connected to an ISDN central office switching system, comprising:

processor means;

memory means for storing data; and

interface circuitry for interfacing said processor means to an ISDN subscriber line connected to said switching system;

said processor means responsive to associated ISDN messages from said subscriber line defining ISDN call handling messages exchanged between said switching system and said agent stations for interpreting said associated messages and recording in said memory means data defining call handling activity of said agent stations; and

said processor means responsive to ISDN messages from said subscriber line defining a call to said computer for selecting one of said agent stations on the basis of said recorded data and transmitting on said subscriber line ISDN messages defining the establishment of a call from said computer to said selected station and messages defining said incoming call and said call to said selected agent and requesting an interconnection between said calls.

5. A telephone agent call management arrangement for use with an ISDN central office switching system having a plurality of telephone agent stations connected thereto, comprising:

computer means connected to said switching system via an ISDN subscriber line having assigned thereto shared call appearances with each of said agent stations;

said computer means responsive to an incoming call extended on said subscriber line to originate on said subscriber line an outgoing call to one of said agent stations and to transmit on said subscriber line an ISDN transfer message to cause said switching system to transfer said incoming call to said outgoing call.

6. A telephone agent call management arrangement for use with a plurality of central office switching systems, each having at least one telephone agent station connected thereto, comprising:

computer means connected to each of said central office switching systems;

said computer means responsive to an incoming call, extended to said computer means via a first one of said switching systems, to select an agent station connected to a second one of said switching systems and to transmit to said first switching system data identifying said selected station and defining a request to have said first switching system connect said incoming call to said selected station connected to said second switching system.

7. The arrangement in accordance with claim 6 wherein said switching systems are ISDN switching systems;

wherein said computer means comprises memory means and means for connection to an ISDN line from each of said plurality of switching systems; and

wherein said computer means is responsive to shared call appearance associated ISDN messages from said subscriber lines to record in said memory means data representative of call handling activities of said agent stations of each of said switching systems, and selects said selected station on the basis of said recorded data.

8. The arrangement in accordance with claim 6 wherein said computer means is responsive to said incoming call to transmit to said first one of said switching systems data requesting the establishment of a call from said computer through said first and said second switching system to said selected agent, and wherein said data transmitted to said first switching includes data identifying said incoming call and said agent call and data defining a request to said first switching system to interconnect said incoming call and said agent call.

9. A telephone agent outgoing call management arrangement for use with a central office switching system having a plurality of telephone agent stations connected thereto, comprising:

computer means connected to said central office switching system via a subscriber line;

said computer means initiating a first call through said switching system to a subscriber station defined by said computer, and initiating a second call through said switching system to a selected one of said agent stations selected by said computer;

said computer means responsive to information received from said switching system indicating that said first call has been answered, for transmitting to said switching system information identifying said first and said second call and defining a request to said switching system to establish a connection between said first and said second call.

10. The arrangement in accordance with claim 9, wherein said subscriber line is an ISDN digital subscriber line having assigned thereto shared call appearances with each of said agent stations, wherein said received information comprises shared call appearance associated ISDN messages, wherein said computer means is responsive to said associated ISDN messages to record data representative of call handling activities of said agent stations and wherein said selected one of said agent stations is selected on the basis of said recorded data prior to the initiation of said second call.

11. The telephone agent outgoing call management arrangement for use with a plurality of central office switching systems each having at least one telephone agent station connected thereto, comprising:

processor means; and

interface means for connecting said processor means to each of said central office switching systems;

said processor means responsive to messages transmitted by each of said switching systems, representative of call handling messages exchanged between said agent stations and said switching systems, for recording data defining call handling activity of each of said agent stations;

said processor means initiating a call to a subscriber connected to a first one of said switching systems and initiating a call to one of said agents connected to a second of said switching systems, via said first and said second switching systems, and responsive to a message from said first switching system indicating an answer at said subscriber station for transmitting to said first switching system a message for causing said first switching system to interconnect said first and said second calls.

12. The arrangement in accordance with claim 11 wherein said first and said second switching systems are ISDN switching systems and said computer means has shared call appearances with said at least one station on said second switching system wherein said computer means and is responsive to shared call appearance associated ISDN messages from said second switching system for recording data defining call handling activity of said at least one station connected to said second switching system and said station connected to said second switching system is selected by said computer on the basis of said stored information.

13. The arrangement in accordance with claim 11 wherein said agent station comprises a display terminal and said computer is further responsive to said message representing an answer indication to transmit to said display terminal data associated with the subscriber station.

14. A telephone agent call management arrangement for connection to a plurality of central office switching systems each having telephone agent stations connected thereto, comprising;

computer means; and

means for connecting said computer means to said plurality of central office switching systems;

said computer means initiating a call to a subscriber station connected to a first of said switching systems and initiating a call to a selected one of said agents connected to a second one of said switching systems through said first and said second switching systems;

said computer responsive to a message from said first switching system indicating that said subscriber station has answered, for transmitting to said first switching system a message requesting said first switching system to interconnect said first call and said second call, whereby a connection is established between a subscriber station selected by said computer on said first switching system and an agent station selected by said computer on said second switching system.

15. A telephone agent call management arrangement for use with an ISDN switching system, comprising:

processor means;

memory means; and

means for connecting said processor means to an ISDN subscriber line having shared call appearances assigned thereto with a plurality of agent stations connected to said switching system;

said processor means responsive to shared call appearance associated ISDN messages on said subscriber line for recording in said memory data defining call handling activity of each of said agent stations and responsive to an incoming call to said call handling arrangement over said ISDN subscriber line for selecting one of said agent stations on the basis of said recorded information and for transmitting to said switching system ISDN messages recognizable by said switching system for causing said switching system to establish a connection from said incoming call to said selected agent station;

said processor means transmitting to said switching system ISDN messages defining the establishment of a call to a selected subscriber station and responsive to an ISDN message from said switching system corresponding to a answer indication at said subscriber station for transmitting to said switching system, via said subscriber line, ISDN messages for causing said switching system to establish a connection between said subscriber station and agent stations selected by said processor means on the basis of said stored information.

16. A method of managing calls for a plurality of agent stations connected to a central office switching system, in a computer connected to said switching system, comprising the steps of:

receiving at said computer associated messages transmitted by said central office switching system and indicative of call handling information exchanged between said switching system and said stations;

interpreting said messages and recording in said computer call handling activity data for said stations;

placing an outgoing call from said computer through said switching system to a predetermined customer;

selecting one of said agent stations for handling said call on the basis of said recorded data; and

transmitting to said switching system a call handling message for causing said switching system to extend a call from said computer to said selected agent station and a message for causing said switching system to interconnect said outgoing call and said call to said selected agent station.