Automatic call distributor with automated voice responsive call servicing system and method

• US 5,729,600 A
• Filed: 06/25/1992
• Issued: 03/17/1998
• Est. Priority Date: 06/25/1992
• Status: Expired due to Term

• Current Assignee: Firstpoint Contact Technologies, LLC (Alvaria Incorporated)
• Original Assignee: Rockwell International Corporation
• Inventors: Shapley, Brian J., Blaha, David L.
• Primary Examiner(s): Hong, Harry S.
• Application Number:
  US07/904,410
• Time in Patent Office: 2,091 Days
• Field of Search: 379/67, 379/88, 379/201, 379/214, 379/243, 379/258, 379/269, 379/265, 379/266, 379/309, 379/233, 379/127, 379/89, 379/70, 379/73, 379/84, 379/246
• US Class Current: 379/266.07
• CPC Class Codes: H04M 15/00 Arrangements for metering, time-control or time indication ; Metering, charging or billing arrangements for voice wireline or wireless communications, e.g. VoIP
• CPC Class Codes: H04M 2201/40 using speech recognition speech recognition per se G10L15/00
• CPC Class Codes: H04M 2215/00 Metering arrangements; Time controlling arrangements; Time indicating arrangements
• CPC Class Codes: H04M 3/42102 Making use of the called party identifier
• 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 3/5166 in combination with interactive voice response systems or voice portals, e.g. as front-ends

Abstract

An automatic call distributor (10) with a switch (12) which interconnects customer telephonic units (14A) of an external telephonic network (14B) with an internal network of agent units (16) having an automated call servicing system including a voice response unit (18) with a plurality of stored scripts for servicing different types of calls from customers automatically in response to call type identification signals, such as Dial Number Identification System (DNIS) numbers, corresponding to the different types of calls associated with the different stored scripts of the voice response unit (18) to automatically service a plurality of different types of calls without customer prompting while also functioning to respond to customer prompting when no DNIS number or other call type identification is provided with the call.

Claims

1. In an automatic call distributor with a switch for selectively interconnecting a plurality of customer units of an external telephonic network with a plurality of agent units of an internal network of the call distributor, the improvement being an automated voice responsive call servicing system, comprising:

a voice response unit having a plurality of different stored scripts corresponding to a plurality of different types of connected calls;

means for associating different call type identification signals from the external network with different ones of the stored scripts of the voice response unit;

means for causing the voice response unit to operate in accordance with the different ones of the stored scripts automatically in response to receipt of the different call type identification signals associated with the different stored scripts to automatically respond to the plurality of different types of connected calls; and

means for providing an agent with a standard flash announcement in response to one of the plurality of different types of connected calls being transferred to the agent.

2. The automated voice responsive call servicing system of claim 1 including another voice response unit and means for selectively causing the voice response units to each service the plurality of different types of connected calls.

3. The automated voice responsive call servicing system of claim 1 in which the call type identification signals represent a DNIS number received from the customer units of the external telephonic network.

4. The automated voice responsive call servicing system of claim 3 in which the DNIS number is a multidigit call type identification number.

5. The automated voice responsive call servicing system of claim 4 in which the multiple digits are sent in succession to the voice response unit.

6. The automated voice responsive call servicing system of claim 1 in which the causing means includes means for automatically playing to the customer unit a stored message associated with the call type identification signals.

7. In an automatic call distributor with a switch for selectively interconnecting a plurality of customer units of an external telephonic network with a plurality of agent units of an internal network of the call distributor, the improvement being an automated voice responsive call servicing system, comprising:

a voice response unit having a plurality of stored scripts;

means for associating the call type identification signals which represent a DNIS number received from the customer units of the external telephonic network with the stored scripts of the voice response unit;

means for converting the DNIS number to a DTMF tone code corresponding to one of the plurality of associated stored scripts; and

means for causing the voice response unit to operate in accordance with the different ones of the stored scripts in response to receipt of the call type identification signals of a call connected to the voice response unit.

8. The automated voice responsive call servicing system of claim 7 in which the converting means includes a tone sender for changing the DNIS number represented in a nontonal code to the corresponding DTMF tone code.

9. The automated voice responsive call servicing system of claim 7 including means for sending the DTMF tone code to the voice response unit.

10. The automated voice responsive call servicing system of claim 9 including means for establishing a preselected pause between the connection of the voice response unit to the switch and the sending of the DTMF tone code.

11. The automated voice responsive call servicing system of claim 10 in which the pause is substantially equal to the length of a zip tone sent to an agent unit prior to connection thereto of a call from a customer unit.

12. In an automatic call distributor with a switch for selectively interconnecting a plurality of customer units of an external telephonic network with a plurality of agent units of an internal network of the call distributor, the improvement being an automated voice responsive call servicing system, comprising:

a voice response unit having a plurality of stored scripts;

means for associating a call type identification which represent a DNIS number received from the customer units of the external telephonic network with the stored scripts of the voice response unit;

means for assigning a preselected flash announcement to the DNIS number; and

means for causing the voice response unit to operate in accordance with the stored scripts in response to receipt of the call type identification signals of a call connected to the voice response unit.

13. The automated voice responsive call servicing system of claim 12 including means responsive to receipt of a DNIS number without the assigned preselected flash announcement number for preventing the DNIS number from being sent to the voice response unit.

14. In an automatic call distributor with a switch for selectively interconnecting a plurality of customer units of an external telephonic network with a plurality of agent units of an internal network of the call distributor, the improvement being an automated voice responsive call servicing system, comprising:

a voice response unit having a plurality of stored scripts;

means for associating call type identification which represent a DNIS number received from the customer units of the external telephonic network with the stored scripts of the voice response unit,the DNIS number being a multidigit call type identification number having four digits; and

means for causing the voice response unit to operate in accordance with the stored scripts in response to receipt of the call identification signals of a call connected to the voice response unit.

15. In an automatic call distributor with a switch for selectively interconnecting a plurality of customer units of an external telephonic network with a plurality of agent units of an internal network of the call distributor, the improvement being an automated voice responsive call servicing system, comprising:

a voice response unit having a plurality of stored scripts;

means for associating call type identification signals with the stored scripts of the voice response unit;

means for causing the voice response unit to operate in accordance with the stored scripts in response to receipt of the call type identification signals of a call connected to the voice response unit; and

means for providing an agent with a standard flash announcement which is at least one of visual and aural in response to the voice response to the voice response unit transferring a call to the agent.

16. In an automatic call distributor with a switch for selectively interconnecting a plurality of customer units of an external telephonic network with a plurality of agent units of an internal network of the call distributor, the improvement being a method of automatically servicing calls, comprising the steps of:

storing a plurality of different scripts corresponding to a plurality of different types of connected calls in a voice response unit;

associating different call type identification signals from the external network with different ones of the stored scripts of the voice response unit;

causing the voice response unit to operate in accordance with the different ones of the stored scripts automatically in response to receipt of the different ones of the different call type identification signals associated with the different stored scripts to automatically respond to the plurality of different types of connected calls; and

providing an agent a standard flash announcement in response to one of the plurality to different types of connected calls being transferred to the agent.

17. The automatic call servicing method of claim 16 including the step of causing a plurality of voice response units to each service the plurality of different types of connected calls.

18. The automatic call servicing method of claim 16 in which the call type identification signals define a DNIS number received from the external telephonic network.

19. The automatic call servicing method of claim 18 in which the DNIS number has multiple digits and includes the step of sending the multiple digits in succession to the voice response unit.

20. The automatic call servicing method of claim 16 in which the step of causing includes the step of playing a stored automated message associated with the call type identification signals to the customer units.

21. In an automatic call distributor with a switch for selectively interconnecting a plurality of customer units of an external telephonic network with a plurality of agent units of an internal network of the call distributor, the improvement being a method of automatically servicing calls comprising the steps of:

storing a plurality of scripts in a voice response unit;

associating call type identification signals which define a DNIS number received from the external telephonic network with the stored scripts of the voice response unit;

converting the DNIS number to a DTMF tone code corresponding to one of the plurality of associated stored scripts; and

causing the voice response unit to operate in accordance with the stored scripts in response to receipt of the DNIS number of a call connected to the voice response unit.

22. The automatic call servicing method of claim 21 including the step of sending the DTMF tone code to the voice response unit.

23. The automatic call servicing method of claim 22 including the step of establishing a preselected pause between the connection of the voice response unit to the switch and the sending of the DTMF tone code.

24. In an automatic call distributor with a switch for selectively interconnecting a plurality of customer units of an external telephonic network with a plurality of agent units of an internal network of the call distributor, the improvement being a method of automatically servicing calls, comprising the steps of:

storing a plurality of scripts in a voice response unit;

associating call type identification signals which define a DNIS number received from the external telephonic network with the stored scripts of the voice response unit;

causing the voice response unit to operate in accordance with the stored scripts in response to receipt of the call type identification signals of a call connected to the voice response unit; and

assigning a flash announcement number to the DNIS number.

25. The automatic call servicing method of claim 24 including the step of preventing the DNIS number from being sent to the voice response unit in response to receipt of a DNIS number without an assigned flash announcement number.

26. In an automatic call distributor with a switch for selectively interconnecting a plurality of customer units of an external telephonic network with a plurality of agent units of an internal network of the call distributor, the improvement being an automated voice responsive call servicing system, comprising:

a voice response unit having both nonprompting scripts that do not require prompting with respect to information provided by virtue of call type identification signals received by the voice response unit and prompting scripts;

means responsive to receipt of a call together with the call type identification signals from the external network to cause the voice response unit to execute an associated nonprompting script; and

means responsive to receipt of a call without call type identification signals from the external network to cause the voice response unit to execute an associated prompting script.

27. The automated voice responsive call servicing system of claim 26 including means for transferring the call to an agent unit in response to a determination by the voice response unit that it cannot service the call.

28. The automated voice responsive call servicing system of claim 27 including means for providing an agent with a standard flash announcement in response to the voice response unit transferring the call to the agent unit when a determination is made that it cannot service the call.

29. The automated voice responsive call servicing system of claim 26 in which the call type identification signals represent a DNIS number received from the external telephonic network.

30. In an automatic call distributor with a switch for selectively interconnecting a plurality of customer units of an external telephonic network with a plurality of agent units of an internal network of the call distributor, the improvement being an automated voice responsive call servicing system, comprising:

a voice response unit having both nonprompting scripts that do not require prompting with respect to information provided by virtue of call type identification signals which represent a DNIS number received from the external telephonic network and received by the voice response unit and prompting scripts;

means for converting the DNIS number to a corresponding DTMF tone;

means responsive to receipt of a call together with the call type identification signals from the external network to cause the voice response unit to execute an associated nonprompting script; and

means responsive to receipt of a call without call type identification signals from the external network to cause the voice response unit to execute an associated prompting script.

31. The automated voice responsive call servicing system of claim 30 including means for sending the DTMF tone code to the voice response unit.