Automatic call distribution system with user definable logging and method therefor

• US 5,715,306 A
• Filed: 09/23/1994
• Issued: 02/03/1998
• Est. Priority Date: 09/23/1994
• Status: Expired due to Term

• Current Assignee: Firstpoint Contact Technologies, LLC (Alvaria Incorporated)
• Original Assignee: Rockwell International Corporation
• Inventors: Michelson, Mark J., Sunderman, Kurt E., Lenihan, John P.
• Primary Examiner(s): Hong, Harry S.
• Application Number:
  US08/311,636
• Time in Patent Office: 1,229 Days
• Field of Search: 379/111, 379/112, 379/113, 379/114, 379/115, 379/116, 379/265, 379/266, 379/309, 379/214
• US Class Current: 379/265.02
• CPC Class Codes: H04M 3/523 with call distribution or queueing

Abstract

An automatic call distribution system (100) and method provides an operator the capability of selectively adding additional data elements for which the system (100) logs operating data. The system (100) includes an automatic call distributor (102) having a multiport switch (114) for routing incoming telephone calls to a plurality of agent telephonic units (107) and a central processing unit (116) for controlling operation of the multiport switch (114) and for acquiring data representative of specified points during the routing of calls in the system (100). An operator adds additional data elements for which the central processing unit (116) collects data via a computer terminal (120). The computer terminal (120) includes a terminal display unit (122) for displaying the data and a terminal input device (124) for sending instructions to the central processing unit (116) to add data elements. A data computer (108) connected to the central processing unit (116) stores and displays the acquired data. A printer (112) provides a printed record of the data.

Claims

1. An automatic call distribution system for routing incoming telephone calls from external callers to a plurality of agents comprising:

an automatic call distributor for interconnecting the incoming telephone calls to the agents and for collecting data corresponding to specified data elements during each of the incoming telephone calls; and

a computer terminal connected to the automatic call distributor for selectively adding and defining data elements for which the automatic call distributor acquires data, the data elements relating to operation of the automatic call distributor during routing of the incoming telephone calls to the agents.

2. The automatic call distribution system as recited in claim 1 wherein the automatic call distributor comprises a multiport switch for interconnecting the incoming telephone calls and the agents.

3. The automatic call distribution system as recited in claim 2 wherein the automatic call distributor comprises a central processing unit for controlling the multiport switch to connect each of the incoming telephone calls to a selected one of the agents and for acquiring data at the specific points during each of the incoming telephone calls.

4. The automatic call distribution system as recited in claim 1 wherein the computer terminal includes a terminal display unit connected to the automatic call distributor for displaying at least a portion of the data acquired by a central processing unit of the automatic call distributor.

5. The automatic call distribution system as recited in claim 1 including a data computer connected to a central processing unit of the automatic call distributor for storing the data acquired by the central processing unit, for selectively formatting the data and for displaying the data.

6. The automatic call distribution system as recited in claim 5 comprising printer means connected to the data computer for generating a printed record of at least a portion of the data.

7. The automatic call distribution system as recited in claim 5 wherein the automatic call distributor comprises a data interface for providing communications between the data computer, the computer terminal and the automatic call distributor.

8. The automatic call distribution system as recited in claim 1 wherein the computer terminal comprises:

a terminal display unit for displaying at least a portion of the data; and

a terminal input device for sending information to the automatic call distributor selectively adding data elements for which the automatic call distributor acquires data.

9. An automatic call distribution system for routing incoming telephone calls comprising:

a plurality of agent groups each of which is comprised of at least one agent for receiving the incoming telephone calls;

a multiport switch for interconnecting the incoming telephone calls and the agent groups;

a central processing unit for controlling the multiport switch to connect each of the incoming telephone calls to a selected one of the agent groups and for acquiring data at specified points during each of the incoming telephone calls; and

a computer terminal connected to the central processing unit for selectively defining data elements for which the central processing unit acquires data, the computer terminal including,

a terminal display unit for displaying at least a portion of the data, and

a terminal input device for sending instructions to the central processing

unit selectively adding data elements for which the central processing unit acquires

data, the data elements relating to operation of the automatic call distributor during routing of the incoming telephone calls to the agents.

10. The automatic call distribution system as recited in claim 9 comprising a data computer for storing the data acquired by the central processing unit, for selectively formatting the data and for displaying the data.

11. The automatic call distribution system as recited in claim 10 comprising printer means connected to the data computer for generating a printed record of at least a portion of the data.

12. The automatic call distribution system as recited in claim 10 comprising a data interface interposed between the data computer, the computer terminal and the central processing unit for providing communications therebetween.

13. A method for procuring data in an automatic call distribution system comprising the steps of:

receiving a plurality of incoming telephone calls from external callers at the automatic call distribution system, the automatic call distribution system including a multiport switch;

routing the plurality of incoming telephone calls through the multiport switch to a plurality of agents;

selectively defining at least one data element at specified points which may occur during the routing of each of the incoming telephone calls in the automatic call distribution system, the data elements relating to operation of the automatic call distributor during routing of the incoming telephone calls to the agents; and

acquiring data associated with the at least one data element for the incoming telephone calls.

14. The method as recited in claim 13 comprising the step of displaying the data.

15. The method as recited in claim 14 wherein the step of displaying the data comprises the step of printing a record of the data.

16. The method as recited in claim 14 wherein the step of displaying the data comprises the step of providing a visual representation of the data.

17. The method as recited in claim 16 wherein the step of displaying the data comprises the steps of:

storing the data in at least one database; and

selectively displaying data from the at least one database.