Remote agent operation for automatic call distributors

• US 5,073,890 A
• Filed: 12/30/1988
• Issued: 12/17/1991
• Est. Priority Date: 12/30/1988
• Status: Expired due to Term

• Current Assignee: American Telephone & Telegraph Company (AT&T, Inc.), Bell Telephone Laboratories, Inc. (Nokia Corporation)
• Original Assignee: AT&T, Inc.
• Inventors: Danielsen, Peter J.
• Primary Examiner(s): Olms, Douglas W.
• Assistant Examiner(s): Jung, Min
• Application Number:
  US07/292,190
• Time in Patent Office: 1,082 Days
• Field of Search: 370/58.1, 370/77, 370/85.1, 370/110.1, 370/94.1, 370/60, 370/58.2, 370/62, 379/34, 379/94, 379/96, 379/265, 379/266, 379/309, 379/207
• US Class Current: 370/270
• CPC Class Codes: H04M 2203/6018 Subscriber or terminal logon/logoff
• CPC Class Codes: H04M 3/5125 with remote located operators
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements
• CPC Class Codes: H04M 3/523 with call distribution or queueing
• CPC Class Codes: H04M 7/00 Arrangements for interconnection between switching centres
• 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 2213/13176 Common channel signaling, CCS7
• CPC Class Codes: H04Q 2213/13206 User-to-user signaling, UUS
• CPC Class Codes: H04Q 2213/13385 Off-net subscriber

Abstract

This invention relates to an automatic call distributor (ACD) arrangement for economically providing ACD service from remote ACD agents. A remote ACD agent position is located near a local switching system which connects to an ACD host switch via a telecommunication network comprising a common channel signaling facility. The remote ACD agent position and an ACD process at the host switch communicate with each other by sending data messages via the common channel signaling facility and the local switching system. A front-end process at the host switch acts as a data message interface between the remote ACD agent position and the ACD process by performing protocol conversion between the common channel signalling facility message format and the ACD process message format. The front-end process also establishes a voice connection between the host switch and the remote ACD agent position. The ACD process connects incoming customer to the remote ACD agent position for servicing of the call by the remote ACD agent. Advantageously, this arrangement permits the complex ACD software to treat remote and local agent positions alike and uses an economic communication arrangement for connecting the remote agent position to the host switch.

Claims

1. An automatic call distributor (ACD) switching network service method of serving calls from a position of the ACD, the ACD controlled by an ACD process means of a first common carrier switching system, wherein the position is served by a second common carrier switching system, comprising the steps of:

establishing a switched voice and a data connection via the second switching system between the position and the first switching system;

under the control of the ACD process means, connecting incoming calls, from any switching system, to the voice connection between the first switching system and the position, for service by the position, and the position communicating with the ACD process means via the data connection in serving each call.

2. In a first common carrier switching system, an automatic call distributor (ACD) arrangement comprising:

an ACD process means responsive to an incoming call to an ACD for assigning an agent position for serving the call, and for communicating with the agent position using data messages in a first protocol, said first protocol for communicating with agent positions served by said first common carrier switching system; and

means for converting data messages between the first protocol and a second protocol for communicating via the second protocol over a telecommunications network for communicating with an agent position attached to a second common carrier switching system, said second protocol for transmitting messages between said first and said second switching systems.

3. An automatic call distributor (ACD) switching network service method of serving calls from a position of the ACD, the ACD served by a first common carrier switching system and controlled by an ACD process means of the first system, wherein the position is served by a second common carrier switching system, comprising the steps of:

establishing a switched voice and a data connection via the second common carrier switching system between the position and the first common carrier switching system, wherein said establishing comprises;

establishing a first data connection between the position and a front-end process means of the first system for interfacing between the ACD process means and the position, and establishing a message link between the front-end process and the ACD process means;

under the control of the ACD process means, connecting incoming calls, from any switching system, to the voice connection between the first switching system and the position, for service by the position, and the position communicating with the ACD process means via the data connection in serving each call;

sending messages in a first protocol from the ACD process means to the front-end process via the message link for conversion to a second protocol for sending messages to the position via the first data connection; and

sending messages in the second protocol from the position to the front-end process means via the first data connection for conversion to the first protocol for sending messages to the ACD process means via the message link.

4. The method of claim 3 wherein the first system comprises a control process means and wherein the establishing comprises:

responsive to a receipt by the control process means of an initial message from the position, enabling the front-end process means;

passing an initial message from the position to the front-end process means to control the ACD process means for making the position available to serve calls.

5. The method of claim 4 wherein the voice connection terminates on a first communication port of the first system, further comprising:

responsive to the enabling of the front-end process means and to establishing the voice connection, associating the data connection with the first communication port.

6. The method of claim 5 further comprising:

setting up a message link between the front-end process means and the ACD process means; and

notifying the ACD process means of the association of the first communication port and the message link.

7. The method of claim 3 wherein establishing of the data connection comprises:

establishing a virtual data circuit interconnecting the first system, the second system, and the position.

8. The method of claim 7 wherein establishing the virtual data circuit comprises:

establishing a virtual data channel between the first switching system and the second switching system over a telecommunications network for transmitting voice and data signals and for interconnecting the first system and the second system.

9. The method of claim 8 wherein establishing the virtual data channel comprises:

establishing a virtual data channel between the first system and the second system over a common channel signaling network.

10. The method of claim 4 further comprising:

sending data messages in the first protocol between the position and the second system; and

sending data messages in the second protocol between the first and second systems.

11. The method of claim 4 wherein the first system further comprises a monitoring process means, and wherein the establishing of the data connection further comprises:

responsive to an initial message from the second system to the monitoring process means, enabling the control process;

establishing a message link between the monitoring process means and the control process means; and

responsive to the passing of the initial message from the control process means to the front-end process means, establishing a direct message link from the monitoring process means to the front-end process means.

12. The method of claim 4 further comprising:

receiving a call to the ACD on a second port of the first system;

responsive to the reception of the call, the ACD process means selecting the position for serving the calls; and

responsive to the selection of the position, setting up a connection between the first and second ports.

13. The method of claim 3 further comprising:

sending a login request message from the ACD process means to the position via the front-end process means, the monitoring process means, and the second system;

receiving a login message from the position to the ACD process means;

verifying the login for the position by the ACD process means;

responsive to the verifying step, adding the remote agent position to a list of active positions maintained by the ACD process means.

14. An automatic call distributor (ACD) switching network service method of serving calls from a position of the ACD, the ACD served by a first common carrier switching system and controlled by an ACD process means of the first system, wherein the position is served by a second common carrier switching system, comprising the steps of:

establishing a switched voice and a data connection via the second common carrier switching system between the position and the first common carrier switching system;

under the control of the ACD process means, connecting incoming calls, from any switching system, to the voice connection between the first switching system and the position, for service by the position, and the position communicating with the ACD process means via the data connection in serving each call;

and prior to the establishing of the switched voice and data connections, transmitting a request, comprising a telephone number identifying the ACD and identifying the call to the first system as a request to set up an agent session from the position to the first system, from the position to the second system for initiating the establishing of the voice and data connections.

15. The method of claim 14 wherein establishing voice and data connections comprise:

establishing a voice connection and a data connection between the position and the second system over an integrated voice and data facility.

16. The method of claim 15 wherein establishing voice and data connections comprises:

establishing a voice connection and a data connection between the position and the second system over an integrated voice and data facility that carries signals conforming to an integrated services digital network signal arrangement.

17. An automatic call distributor (ACD) switching network service method of serving calls from a position of the ACD, the ACD served by a first common carrier switching system and controlled by an ACD process means of a first common carrier switching system, wherein the position is served by a second common carrier switching system, comprising the steps of:

establishing a switched voice and a data connection via the second switching system between the position and the first switching system;

under the control of the ACD process means, connecting incoming calls, from any switching system, to the voice connection between the first switching system and the position, for service by the position, and the position communicating with the ACD process means via the data connection in serving each call; and

responsive to a request from the position for accessing a data base, the second system establishing a data connection between the position and the data base.

18. The method of claim 17 wherein the position is connected to the second system by an integrated voice and data facility comprising a D-channel and two B-channels, wherein setting up the data connection between the position and the data base comprises:

setting up a connection between the second system and the position over one of the B-channels.

19. An automatic call distributor (ACD) arrangement comprising:

ACD process means responsive to an incoming call to an ACD for assigning an agent position for serving the call, and for communicating with the agent position using data messages in a first data transmission protocol, said first protocol for communicating with agent positions served from a first switching system comprising said ACD process means; and

means for converting data messages between the first protocol and a second data transmission protocol for communicating via the second protocol with an agent position, said second protocol for transmitting messages between said first switching system and a second switching system.

20. An automatic call distributor (ACD) arrangement comprising:

ACD process means responsive to an incoming call to an ACD for assigning an agent position for serving the call, and for communicating with the agent position using data messages in a first protocol, said first protocol for communicating with agent positions served from a first switching system comprising said ACD process means; and

means for converting data messages between the first protocol and a second protocol for communicating via the second protocol with an agent position, wherein the means for converting comprises a front-end process means and wherein the ACD process means and the front-end process means reside in a processor means of a common carrier switching system, said second protocol for transmitting messages between said first switching system and a second switching system.

21. In a common carrier switching system, an automatic call distributor (ACD) arrangement comprising:

ACD process means responsive to an incoming call to an ACD for assigning an agent position for serving the call, and for communicating with the agent position using data messages in a first protocol, said first protocol for communicating with agent positions served from a first switching system comprising said ACD process means; and

means for converting data messages between the first protocol and a second protocol for communicating via the second protocol with an agent position, said second protocol for transmitting messages between said first switching system and a second switching system and wherein the common carrier switching system further comprises;

a switching network having a plurality of ports and a data link for connection to a common carrier network for establishing voice connections to an originator of the call and to the agent position, and for transmitting data messages between the agent position and a front-end process means of said switching system.

22. The arrangement of claim 21 wherein said call of said originator is connected to a first port of said network and a voice connection to said position is connected to a second port of said network further comprising:

means, responsive to receipt of said call for the ACD for notifying the ACD process means of said call; and

the ACD process means responsive to said notification for establishing a connection between said first and said second port.

23. An automatic call distributor (ACD) arrangement comprising:

ACD process means responsive to an incoming call to an ACD for assigning an agent position for serving the call, and for communicating with the agent position using data messages in a first protocol, said first protocol for communicating with agent positions served from a first switching system comprising said ACD process means; and

means for converting data messages between the first protocol and a second protocol for communicating via the second protocol with an agent position, and wherein said means for converting comprises a front-end process means for communicating messages in the first protocol over a message link to the ACD process means and for communicating messages in the second protocol for transmission over the network for communicating with the position, said second protocol for transmitting messages between said first switching system and a second switching system.

24. An automatic call distributor (ACD) arrangement comprising:

ACD process means responsive to an incoming call to an ACD for assigning an agent position for serving the call, and for communicating with the agent position using data messages;

link monitoring process means for communicating with a data link connected to a switching system;

control process means for receiving a message from the position requesting attachment of the position to the ACD, for enabling a front-end process means in response to the receipt of the message, and for setting up a message link for transmitting messages between the agent position and the front-end process means;

wherein the front-end process means comprises means, responsive to said enabling, for notifying the ACD process means of the request to attach the position to the ACD; and

means for setting up a message link between the link monitoring process means and the front-end process means, and between the front-end process means and the ACD process means for communicating messages between the position and the ACD process means.

25. The arrangement of claim 24 wherein the ACD process means sends a login request message to the position via the front-end process means, and receives a login message from the position via the front-end process means;

the ACD process means, responsive to the login message for verifying the login message and for adding the position to a list of active positions in response to the verification.