Automatic call distribution system with emergency conferencing and method

• US 5,452,348 A
• Filed: 02/12/1993
• Issued: 09/19/1995
• Est. Priority Date: 02/12/1993
• Status: Expired due to Term

• Current Assignee: Firstpoint Contact Technologies, LLC (Alvaria Incorporated)
• Original Assignee: Rockwell International Corporation
• Inventors: Adams, David J., Shapley, Brian J.
• Primary Examiner(s): Dwyer, James L.
• Assistant Examiner(s): WEAVER, SCOTT LOUIS
• Application Number:
  US08/016,623
• Time in Patent Office: 949 Days
• Field of Search: 379/201, 379/202, 379/203, 379/204, 379/205, 379/206, 379/207, 379/265, 379/266, 379/158, 379/112, 379/113, 379/309, 379/48
• US Class Current: 379/202.01
• 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 3/56 Arrangements for connecting several subscribers to a common circuit, i.e. affording conference facilities video conference systems H04N7/15

Abstract

An automatic call distributor (10A) with a multiport switch (12) which selectively interconnects agent telephonic units (18) of an internal telephonic network with an external telephonic unit (22) of an external telephonic network (24) and having at least one conference telephonic unit 20 interconnected with a port of the switch, an emergency key (40) on the agent unit (18) for requesting the ACD (10A) to automatically outdial and establish a two way voice path connection between another internal telephonic unit (20) and the requesting agent unit (18) to create a conference call. A memory (14) automatically stores information concerning conference calls.

Claims

1. In an automatic call distribution system with an automatic call distributor having a multiport switch controlled by a central processing unit for selectively interconnecting calls from external telephonic units of an external telephonic network with internal telephonic units including agent telephonic units of the call distribution system, the improvement being an emergency conference calling system, comprising:

means associated with an agent telephonic unit, having a first existing voice path connection with one of the external units, for enabling an agent to request a second voice path connection to be joined between the agent telephonic unit and a first internal telephonic unit;

a gate associated with a pool of internal telephonic units including the first internal telephonic unit and other internal telephonic units;

means for automatically selecting the first internal telephonic unit from the pool of internal telephonic units associated with the gate; and

means responsive to the request enabling means for causing the automatic call distributor to join the first internal telephonic unit into the first existing voice path connection between the requesting agent telephonic unit and the one external telephonic unit including means for connecting the second voice path between the first internal telephonic unit at the gate and the agent telephonic unit requesting the second voice path connection while uninterruptedly maintaining the first existing voice path connection to create a conference call between the agent telephonic unit, the external telephonic unit and the first internal telephonic unit.

2. The automatic call distribution system of claim 1 in which the request enabling means includes a single manually actuatable emergency key attached to the agent telephonic unit for requesting the conference call between the one external telephonic unit, the agent telephonic unit and the first internal telephonic unit.

3. The automatic call distribution system of claim 2 including

an emergency lamp attached to the agent telephonic unit, and

means for lighting the emergency lamp in response to actuation of the emergency key to request the conference call.

4. The automatic call distribution system of claim 3 including means responsive to actuation of the single emergency key of the agent telephonic unit when the conference call is in progress for disconnecting the second voice path connection between the agent telephonic unit and the first internal telephonic unit.

5. The automatic call distribution system of claim 4 including means for turning off the emergency lamp in response to the disconnection of the second voice path between the agent telephonic unit and the first internal telephonic unit.

6. The automatic call distribution system of claim 3 including

another emergency key with another emergency lamp on the first internal telephonic unit, and

means for lighting the other emergency lamp in response to the connection of the second voice path between the agent telephonic unit and the first internal telephonic unit.

7. The automatic call distribution system of claim 6 including means responsive to an actuation of the other emergency key of the other internal telephonic unit for turning off the other emergency lamp despite continuation of the voice path connected between the agent telephonic unit and the other internal telephonic unit.

8. The automatic call distribution system of claim 1 including

means associated with the agent telephonic unit for placing the one external telephonic unit on hold,

means associated with the agent telephonic unit for outdialing a different telephonic unit to establish a different voice path connection between the different telephonic unit and the agent telephonic unit,

means associated with the agent telephonic unit for removing the one external telephonic unit from being on hold to establish a three unit conference call between the agent telephonic unit, the different telephonic unit and the one external telephonic unit, and in which

the causing means includes means for connecting the first internal telephonic unit to the agent telephonic unit to establish a four unit conference call between the agent telephonic unit, the different telephonic unit, the first internal telephonic unit and the one external telephonic unit.

9. The automatic call distribution system of claim 1 in which the voice path connection causing means responsive to the request enabling means includes

means for organizing the plurality of agent telephonic units into informational groups,

a plurality of terminating trunk ports connected to the multiport switch,

means for organizing the plurality of terminating trunk ports of the multiport switch into informational groups corresponding to the agent telephonic unit informational groups, and

means for selectively connecting the second voice path connection between one of the plurality of terminating trunk ports of one informational group to the agent telephonic unit requesting the second voice path connection of the corresponding informational group in response to the request for the second voice path connection.

10. The automatic call distribution system of claim 9 including means for placing at least one of the informational groups of terminating trunk ports corresponding to at least one of the informational group of agent telephonic units, when the at least one informational group of terminating trunk ports is not in use, in a queue of available terminating trunk ports.

11. The automatic call distribution system of claim 10 in which the selectively connecting means includes means for accessing the queue on a last in, first out basis.

12. The automatic call distribution system of claim 9 including

a common pool of terminating trunk ports which are unassigned to the informational groups of agent telephonic units, and

means responsive to a terminating trunk port unavailability condition upon request of one of the plurality of agent telephonic units of a selected informational group to interconnect an available terminating trunk port from the common pool of terminating trunk ports to the requesting one of the plurality of agent telephonic units.

13. The automatic call distribution system of claim 1 in which the voice path connection causing means responsive to the requesting means includes

at least one terminating trunk port associated with the multiport switch,

a loop around trunk having an end connected with the at least one terminating trunk port and another end connected with an incoming trunk port of the multiport switch,

means for storing in a memory of the automatic call distributor an outdial protocol associated with the incoming trunk port, and

means responsive to the request enabling means for initiating the outdial protocol to direct the automatic call distributor to outdial to the first internal telephonic unit.

14. The automatic call distribution system of claim 13 including a pool of available and unavailable terminating trunk ports, and

in which the causing means responsive to the request enabling means includes means responsive to the request enabling means for selecting a single available terminating trunk port when the single available terminating trunk port is not in use from the pool of available and unavailable terminating trunk ports placed in a queue.

15. The automatic call distribution system of claim 14 in which the causing means includes

means for organizing the agent telephonic units into informational groups,

means for organizing the terminating trunk ports into informational groups corresponding to the agent telephonic unit informational groups, and

means responsive to the request enabling means for selecting the single available terminating trunk port from the informational group corresponding to the agent telephonic unit requesting the voice path connection.

16. The automatic call distribution system of claim 1 including

a second automatic call distributor, and in which

the causing means responsive to the request enabling means includes means for selectively connecting the first established voice path between a second internal telephonic unit connected with the second automatic call distributor and the agent telephonic unit.

17. In an automatic call distribution system with an automatic call distributor having a multiport switch for selectively interconnecting calls from a plurality of external telephonic units of an external telephonic network with a plurality of internal telephonic units including a plurality of agent telephonic units of the call distribution system, the improvement being an emergency conference call system, comprising:

a plurality of conferencing telephonic units for receipt of a voice connection through the multiport switch to an existing call between one of the plurality of external telephonic units and one of the plurality of agent telephonic units;

means associated with the automatic call distributor for selectively interconnecting available ones of the plurality of conferencing telephonic units, when the conferencing telephonic units are not in use, upon request from an agent at the one agent telephonic unit to create a conference call between the one agent telephonic unit, the one external telephonic unit and the conferencing telephonic unit; and

means for storing information concerning the conference call including information of at least one of (a) a time when the conference call was requested, (b) a telephone number of the requesting agent telephonic unit, (c) a port identification number of the agent telephonic unit requesting the conference call or (d) a conferencing telephonic unit port identification number of the conferencing telephonic unit selectively interconnected with the one agent telephonic unit in response to the conference call request by the one agent telephonic unit.

18. The automatic call distribution system of claim 17 in which the conference call information storing means includes a paper printer for printing the information.

19. The automatic call distribution system of claim 17 in which the stored information includes all of the information defined by (a), (b), (c) and (d).

20. The automatic call distribution system of claim 17 in which the stored information includes an indication that no one of the conferencing telephonic units was available for interconnection with the one agent telephonic unit.

21. In an automatic call distribution system with an automatic call distributor having a multiport switch controlled by a central processing unit for selectively interconnecting calls from external telephonic units of an external telephonic network with internal telephonic units including agent telephonic units of the call distribution system, the improvement being a method of establishing a conference call, comprising the steps of:

requesting at one of the agent telephonic units joinder of a first internal telephonic unit into a first existing voice path between the requesting agent telephonic unit and one of the external telephonic units to create a second voice path between the agent telephonic unit and the first internal telephonic unit;

associating a gate with a pool of internal telephonic units including the first internal telephonic unit and other internal telephonic units;

automatically selecting the first internal telephonic unit from the pool of internal telephonic units associated with the gate; and

causing the automatic call distributor to join the first internal telephonic unit with the first voice path between the requesting agent telephonic unit and the one external telephonic unit including establishing the second voice path with the gate associated with the pool of other internal telephonic units including the first internal telephonic unit while uninterruptedly maintaining the first voice path with the one external telephonic unit to create a conference call between the agent telephonic unit, the one external telephonic unit and the first internal telephonic unit.

22. The method of claim 21 in which the step of causing the automatic call distributor to join the first internal telephonic unit includes the steps of

selectively organizing the plurality of agent telephonic units into informational groups,

selectively associating the agent telephonic unit informational groups with a plurality of terminating trunk ports connected with the multiport switch, and

selectively connecting the second voice path between one of the plurality of terminating trunk ports from one of the informational groups to the agent telephonic unit requesting the second voice path in response to the agent telephonic unit requesting the second voice path.

23. The method of claim 22 including the steps of placing at least one of the informational groups of terminating trunk ports associated with at least one of the informational groups of agent telephonic units, when the at least one group of terminating trunk ports is not in use, in a queue of available terminating trunk ports.

24. The method of claim 23 including the step of searching the informational group queue of terminating trunk ports associated with the informational group of the agent telephonic unit requesting the voice path for an available terminating trunk port.

25. The method of claim 24 including the step of seizing one of the available terminating trunk ports from the informational group queue of terminating trunk ports.

26. The method of claim 25 in which the step of causing the automatic call distributor to join the first internal telephonic unit includes the steps of

directing a call established by the first existing voice path selectively interconnected between the external telephonic unit and the agent telephonic unit to another automatic call distributor, and

automatically outdialing at the other automatic call distributor to the first internal telephonic unit.

27. The method of claim 25 in which the step of causing the automatic call distributor to join the first internal telephonic unit includes the steps of routing the call interconnected between the external telephonic unit and the agent telephonic unit to the available terminating trunk port across a loop around trunk interconnected between the terminating trunk port and an incoming trunk port of the automatic call distributor,

storing in a memory of the automatic call distributor an outdial protocol associated with the incoming trunk port, and

executing the outdial protocol to direct the automatic call distributor to outdial the first internal telephonic unit in response to the routing of the call to the incoming trunk port through the loop around trunk.

28. The method of claim 24 in which the step of searching includes the step of accessing the informational group queue on a last in, first out basis.

29. The method of claim 25 including the steps of

returning the available terminating trunk port seized from the informational group queue to an appropriate location in the informational group queue of the group of terminating trunk ports after releasing the first internal telephonic unit from the conference call, and

updating a plurality of pointers to the terminating trunk port.

30. The method of claim 22 including the steps of

establishing a common pool of terminating trunk ports unassociated with any informational group of agent telephonic units, and

connecting an available terminating trunk port from the common pool of terminating trunk ports to the agent telephonic unit requesting the creation of the second voice path in response to a terminating trunk port unavailability condition of the plurality of terminating trunk ports associated with the informational group of the requesting agent telephonic unit.

31. The method of claim 21 in which the step of requesting joinder of the first internal telephonic unit includes the step of manually actuating an emergency key attached to the requesting agent telephonic unit to initiate the conference call between the one external telephonic unit, the requesting agent telephonic unit and the first telephonic unit.

32. The method of claim 31 including the step of disconnecting the second voice path between the first internal telephonic unit and the agent telephonic unit in response to actuation of the emergency key at the agent telephonic unit while the conference call is in progress.

33. The method of claim 31 including the step of lighting an emergency lamp at the agent telephonic unit in response to actuation of the emergency key to request the joinder of the first internal telephonic unit.

34. The method of claim 33 including the step of turning off the emergency lamp at the agent telephonic unit in response to disconnecting the second voice path between the agent telephonic unit and the first internal telephonic unit.

35. The method of claim 21 including the steps of

placing the external telephonic unit on hold,

outdialing a different telephonic unit via the automatic call distributor to establish a voice path connection between the different telephonic unit and the agent telephonic unit,

removing the external telephonic unit from hold to establish a three unit conference call between the agent telephonic unit, the different telephonic unit and the external telephonic unit, and

connecting the second voice path between the first internal telephonic unit and the agent telephonic unit in response to a request at the agent telephonic unit to establish a four unit conference call between the agent telephonic unit, the different telephonic unit, the first internal telephonic unit and the external telephonic unit.

36. In an automatic call distribution system with an automatic call distributor having a multiport switch for selectively interconnecting calls from external telephonic units of an external telephonic network with internal telephonic units including agent telephonic units of the call distribution system, the improvement being a method of establishing a conference call, comprising the steps of:

initiating the automatic call distributor to selectively interconnect a voice path between one of the plurality of agent telephonic units and a first internal telephonic unit to create a conference call between the one agent telephonic unit, one of the plurality of the external telephonic units and the first internal telephonic unit; and

storing information concerning the conference call including information about at least one of (a) a time when the conference call was requested, (b) a telephone number of the agent telephonic unit, (c) a port identification number of the agent telephonic unit or (d) an internal telephonic unit port identification number of the first internal telephonic unit selectively interconnected with the agent telephonic unit in response to the initiation of the automatic call distributor selectively interconnecting the voice path.

37. The method of claim 36 including the step of printing a conference report including at least one of the information a), b), c), or d) at a paper printer connected with the multiport switch of the automatic call distributor.