Method and system for transferring calls and call-related data between a plurality of call centers

• US 5,684,870 A
• Filed: 09/09/1996
• Issued: 11/04/1997
• Est. Priority Date: 07/08/1993
• Status: Expired due to Term

• Current Assignee: E-Talk Corporation (HP Inc.)
• Original Assignee: Teknekron Infoswitch Corp. (HP Inc.)
• Inventors: McCalmont, David Thompson, Hitson, Bruce Lewis, Maloney, Michael J.
• Primary Examiner(s): Zele, Krista M.
• Assistant Examiner(s): Wolinsky, Scott
• Application Number:
  US08/707,872
• Time in Patent Office: 421 Days
• Field of Search: 379/93, 379/96, 379/201, 379/210, 379/211, 379/212, 379/265, 379/266, 379/309
• US Class Current: 379/212.01
• CPC Class Codes: H04M 2201/38 Displays
• CPC Class Codes: H04M 3/42323 PBX's with CTI arrangements
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements
• CPC Class Codes: H04M 3/5237 Interconnection arrangements between ACD systems
• CPC Class Codes: H04M 3/58 Arrangements for transferring received calls from one subscriber to another; Arrangements affording interim conversations between either the calling or the called party and a third party substation line holding circuits H04M1/80
• CPC Class Codes: H04M 7/00 Arrangements for interconnection between switching centres
• CPC Class Codes: H04M 7/009 in systems involving PBX or KTS networks

Abstract

This invention permits transferring calls along with data that identifies, for example, the caller'"'"'s name, pertinent account information, any transaction information acquired prior to the need to transfer the call and why the caller is being transferred between a plurality of call centers. The method and system of the invention, therefore, coordinate a voice component and a data component of a call to transfer the call from a first call center across a communication path such as a switching network to a second call center. The first call center includes the necessary network control circuitry to direct an associated switching network to transfer to the second call center the voice component of the call together with an identifier for uniquely identifying the call. The identifier may be generated using DNIS and/or ISDN protocol principles. The method and system also generate and direct a transfer screen from the first call center to the second call center. The unique identifier also attaches to the transfer screen. Using the unique identifier at the second call control center, the invention uses an automatic call distributor or similar routing device to route the voice component to an available customer service representative. The routing device then informs control circuitry of the second call center of the customer service representative'"'"'s identity. Then the control circuitry sends the transfer screen to a workstation where the customer service representative may service the call with the aid of the transfer screen information.

Claims

1. A system for transferring a voice component and a related data component of a call from a first workstation and associated voice instrument to a second workstation and associated voice instrument, comprising:

a first call distribution circuit operable to receive a call comprising a voice component, the first call distribution circuit further operable to distribute the voice component to the first voice instrument;

a first contact control server coupled to the first call distribution circuit and operable to generate a data component related to the voice component;

a first workstation coupled to the first contact control server and operable to receive the data component, the first workstation comprising a first set of control instructions operable to generate a transfer screen from the data component;

a second call distribution circuit operable to receive the voice component via a first communication path from the first call distribution circuit, the second call distribution circuit further operable to distribute the voice component to the second voice instrument;

a second contact control server operable to receive the transfer screen from the first contact control server via a second communication path;

a second workstation coupled to the second contact control server and operable to receive the transfer screen;

transfer initiating instructions within the first set of control instructions operable to initiate a transfer instruction to transfer the transfer screen from the first workstation to the second workstation and to transfer the voice component from the first voice instrument to the second voice instrument;

transfer instructions within the first contact control server operable to respond to the transfer initiating instructions, the transfer instructions comprising;

voice component directing instructions operable to transfer the voice component from the first voice instrument to the second voice instrument using the first call distribution circuit, the first communication path, and the second call distribution circuit;

identifier generating instructions for generating an identifier operable to relate the voice component with the transfer screen and further operable to direct the identifier along with the voice component via the first communication path to the second call distribution circuit; and

transfer screen directing instructions operable to direct the transfer screen, the identifier, and a voice connect message via the second communication path to the second contact control server; and

receiving instructions within the second contact control server operable to receive the transfer screen and the identifier from the first contact control server, to relate the voice connect message and the transfer screen using the identifier, and to transfer the related transfer screen to the second workstation.

2. The system of claim 1, further comprising a second set of control instructions within the second workstation operable to receive and control the transfer screen.

3. The system of claim 1, wherein the first call distribution circuit further comprises instructions operable to automatically identify a call identifier upon initially receiving the call.

4. The system of claim 1, wherein the first communication path comprises one of a public switching network, a private network, and a tie line between the first call distribution circuit and the second call distribution circuit.

5. The system of claim 1, wherein the first contact control server comprises instructions operable to generate and convey the identifier using direct number identification service (DNIS) protocol principles.

6. The system of claim 1, wherein the first contact control server comprises instructions operable to generate and direct the identifier using integrated services digital network (ISDN) protocol principles.

7. The system of claim 1, further comprising a file and communication server operable to communicate the data component between the first workstation and a host processor.

8. A method for transferring a voice component and a related data component of a call from a first workstation and associated voice instrument to a second workstation and associated voice instrument, the method comprising the steps of:

receiving a call comprising a voice component using a first call distribution circuit;

distributing the voice component to the first voice instrument;

generating a data component related to the voice component using a first contact control server;

receiving the data component at a first workstation associated with the first contact control server;

generating a transfer screen using the data component and a first set of control instructions within the first workstation;

initiating a transfer instruction to transfer the voice component and the transfer screen from the first workstation and voice instrument to the second workstation and voice instrument using a set of transfer initiating instructions within the first set of control instructions;

responding to the transfer initiating instructions using a set of transfer instructions within the first contact control server, comprising;

transferring the voice component from the first voice instrument to a second call distribution circuit using the first call distribution circuit and a first communication path;

generating an identifier relating the voice component and the transfer screen;

directing the identifier to a second call distribution circuit using the first communication path; and

directing the transfer screen, the identifier, and a voice connect message to a second contact control server associated with the second call distribution circuit using a second communication path;

distributing the voice component to the second voice instrument using the second call distribution circuit;

receiving the transfer screen and the identifier from the first contact control server;

relating the voice connect message and the transfer screen using the identifier; and

transferring the related transfer screen to the second workstation.

9. The method of claim 8, further comprising the step of receiving and controlling the transfer screen using a second set of control instructions within the second workstation.

10. The method of claim 8, further comprising the step of automatically identifying the origin of the call after receiving the call.

11. The method of claim 8, wherein the first communication path comprises one of a public switching network, a private network, and a tie line between the first call distribution circuit and the second call distribution circuit.

12. The method of claim 8, wherein the step of generating an identifier further comprises the step of generating and directing the identifier using direct number identification service (DNIS) protocol principles.

13. The method of claim 8, wherein the step of generating an identifier further comprises the step of generating and directing the identifier using integrated services digital network (ISDN) protocol principles.

14. The method of claim 8, further comprising the step of communicating the data component between the first workstation and a host processor using a file and communication server.

15. The method of claim 8, further comprising the step of communicating the data component between the first workstation and a host processor using a file and communication server.

16. A method for transferring a voice component and a data component of a call that arrives at a first workstation and associated voice instrument to a second workstation and associated voice instrument, the method comprising the steps of:

receiving a call at a first workstation and associated voice instrument, the call comprising a voice component and a data component;

generating an identifier and a transfer screen at a first contact control server, the identifier associating the voice component with the transfer screen, the transfer screen generated using the data component;

communicating the transfer screen and the identifier from the first contact control server to a second contact control server using a data communication path that couples the first contact control server to the second contact control server;

communicating the voice component and the identifier from a first call distribution circuit coupled to the first workstation and associated voice instrument to a second call distribution circuit using a call communication path that couples the first call distribution circuit to the second call distribution circuit;

communicating the voice component associated with the identifier from the second call distribution circuit to a voice instrument associated with a second workstation; and

communicating the transfer screen associated with the identifier from the second contact control server to the second workstation.

17. The method of claim 16, further comprising the step of controlling the voice component and the transfer screen using a second set of control instructions within the second workstation.

18. The method of claim 16, wherein the step of generating an identifier further comprises conveying the identifier using integrated services digital network (ISDN) protocol principles.

19. The method of claim 16, wherein the step of generating an identifier further comprises conveying the identifier using dialed number identification service (DNIS) protocol principles.

20. The method of claim 19, further comprising the step of communicating the data component between the first workstation and a host processor using a file and communication server.