Call distributor

• US 5,724,418 A
• Filed: 11/27/1996
• Issued: 03/03/1998
• Est. Priority Date: 06/25/1992
• Status: Expired due to Term

• Current Assignee: Cooper TGS LLC (Intellectual Ventures LLC)
• Original Assignee: Teledata Solutions, Inc.
• Inventors: Brady, Patrick Kevin
• Primary Examiner(s): Zele, Krista
• Assistant Examiner(s): Hunter, Daniel S.
• Application Number:
  US08/758,063
• Time in Patent Office: 461 Days
• Field of Search: 379/113, 379/210, 379/24, 379/212, 379/225, 379/226, 379/265, 379/266, 379/267, 379/309
• US Class Current: 379/265.02
• CPC Class Codes: H04M 3/42323 PBX's with CTI arrangements
• CPC Class Codes: H04M 3/46 Arrangements for calling a number of substations in a predetermined sequence until an answer is obtained
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements
• CPC Class Codes: H04M 3/5233 Operator skill based call distribution
• CPC Class Codes: H04M 3/5237 Interconnection arrangements between ACD systems
• CPC Class Codes: H04M 3/533 Voice mail 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: H04Q 2213/13072 Sequence circuits for call signaling, ACD systems
• CPC Class Codes: H04Q 2213/13093 Personal computer, PC
• CPC Class Codes: H04Q 2213/13103 Memory
• CPC Class Codes: H04Q 2213/1322 PBX
• CPC Class Codes: H04Q 2213/13389 LAN, internet

Abstract

An improved call distribution system is provided for distributing calls and information relating to the calls to different stations serviced by telephones and computers. The call distribution system comprises one or more telephone lines, with or without a PBX or an ACD, a first telephony interface device connected to a computer and to the telephone lines, a second telephony interface device connected to the telephone lines, a call control process that controls the telephony functions on the first telephony interface device, a telephony interface process that controls the telephony functions on the second telephony interface device, and an interprocess message dispatch system that is used to send messages between the call control process and the telephony interface process.

Claims

1. A call distribution system, comprising:

a telephone switching system;

a plurality of telephony interface devices, each having a telephony connection with said telephone switching system;

a plurality of computers, each having a data connection to a telephony interface device;

a data network connecting said computers;

each of said computers running a control process that controls said telephony interface device to perform telephony functions and sending messages to said remaining computers over said data network;

wherein each control process is capable of controlling said telephony interface device to transfer a telephone call to an available telephony interface device while said control process transfers data associated with said telephone call to another control process and wherein said data is sent in messages sent over said data network;

wherein each control process maintains a table indicating the state of all telephony interface devices, including which telephony interface devices are available to receive a transferred call and which are not, and wherein said control process builds and maintains said table by receiving messages over said data network.

2. The call distribution system of claim 1, wherein said table indicating the state of telephony interface devices comprises an entry comprising the identification of an agent'"'"'s computer.

3. The call distribution system of claim 2, wherein said identification of an agent'"'"'s computer comprises a network address.

4. The call distribution system of claim 1, wherein said control processes update an entry in said table by querying an agent station for data describing the state of said agent station'"'"'s telephony interface device.

5. A call distribution system, comprising:

a telephone switching system;

a plurality of telephony interface devices, each having a telephony connection with said telephone switching system;

a plurality of control processes that control said telephony interface devices to perform telephony functions and sending message to each other over an interprocess message dispatch system;

wherein each control process is capable of controlling at least one of said telephony interface devices to transfer a telephone call to an available telephony interface device while said control process transfers data associated with said telephone call to another control process and wherein data is sent in messages sent over said interprocess message dispatch system; and

wherein said control process maintains or has access to information indicating the stat of all control processes, and wherein said control process maintains or has access to said information by sending and receiving messages over said interprocess message dispatch system.

6. The call distribution system of claim 5, wherein said information indicating the state of all telephony interface devices comprises an entry comprising the identification of an agent'"'"'s control process.

7. The call distribution system of claim 6, wherein said identification of an agent'"'"'s control process comprises a network address.

8. The call distribution system of claim 5, wherein said information comprises entries and wherein said control processes update an entry by querying an agent station for data describing the state of said agent station'"'"'s telephony interface device.

9. A call distribution system, comprising:

a plurality of telephony interface devices, each having a telephony connection with a telephone line;

a plurality of computers, each having a data connection to a telephony interface device;

a data network connecting said computers;

each of said computers running a control process that controls said telephony interface device to perform telephony functions and sending messages to said remaining computers over said data network;

wherein each control process is capable of controlling said telephony interface device to transfer a telephone call to an available telephony interface device while said control process transfers data associated with said telephone call to another control process and wherein said data is sent in messages sent over said data network;

wherein each control process maintains a table indicating the state of all telephony interface devices, including which telephony interface devices are available to receive a transferred call and which are not, and wherein said control process builds and maintains said table by receiving messages over said data network.

10. The call distribution system of claim 9, wherein said table indicating the state of telephony interface devices comprises an entry comprising the identification of an agent'"'"'s computer.

11. The call distribution system of claim 10, wherein said identification of an agent'"'"'s computer comprises a network address.

12. The call distribution system of claim 9, wherein said control processes update an entry in said table by querying an agent station for data describing the state of said agent station'"'"'s telephony interface device.

13. A call distribution system, comprising:

a plurality of telephony interface devices, each having a telephony connection with a telephone line;

a plurality of control processes that control said telephony interface devices to perform telephony functions and sending message to each other over an interprocess message dispatch system;

wherein each control process is capable of controlling at least one of said telephony interface devices to transfer a telephone call to an available telephony interface device while said control process transfers data associated with said telephone call to another control process and wherein data is sent in messages sent over said interprocess message dispatch system; and

wherein said control process maintains or has access to information indicating the stat of all control processes, and wherein said control process maintains or has access to said information by sending and receiving messages over said interprocess message dispatch system.

14. The call distribution system of claim 13, wherein said information indicating the state of all telephony interface devices comprises an entry comprising the identification of an agent'"'"'s control process.

15. The call distribution system of claim 14, wherein said identification of an agent'"'"'s control process comprises a network address.

16. The call distribution system of claim 13, wherein said information comprises entries and wherein said control processes update an entry by querying an agent station for data describing the state of said agent station'"'"'s telephony interface device.