Computer telephony integration system and method

• US 5,740,240 A
• Filed: 09/15/1995
• Issued: 04/14/1998
• Est. Priority Date: 04/10/1995
• Status: Expired due to Term

• Current Assignee: Edify Corp. (Concentrix CVG Customer Management Group, Inc.)
• Original Assignee: Edify Corp. (Concentrix CVG Customer Management Group, Inc.)
• Inventors: Jolissaint, Charles H.
• Primary Examiner(s): MATAR, AHMAD
• Application Number:
  US08/528,893
• Time in Patent Office: 942 Days
• Field of Search: 379/265, 379/266, 379/142, 379/127, 379/67, 379/88, 379/89
• US Class Current: 379/265.02
• CPC Class Codes: H04M 2242/22 Automatic class or number identification arrangements
• CPC Class Codes: H04M 3/42042 Notifying the called party of information on the calling party details within substation equipment H04M1/57, signalling details H04Q3/72
• CPC Class Codes: H04M 3/42068 where the identifier is used to access a profile
• CPC Class Codes: H04M 3/42323 PBX's with CTI arrangements
• CPC Class Codes: H04M 3/4285 Notifying, informing or entertaining a held party while on hold, e.g. Music On Hold
• 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
• CPC Class Codes: H04M 3/523 with call distribution or queueing
• CPC Class Codes: H04M 3/527 Centralised call answering arrangements not requiring operator intervention
• CPC Class Codes: H04M 7/0027 Collaboration services where a computer is used for data transfer and the telephone is used for telephonic communication
• CPC Class Codes: H04Q 2213/13093 Personal computer, PC
• CPC Class Codes: H04Q 2213/13095 PIN / Access code, authentication
• CPC Class Codes: H04Q 2213/13103 Memory
• CPC Class Codes: H04Q 2213/13377 Recorded announcement
• CPC Class Codes: H04Q 2213/13405 Dual frequency signaling, DTMF
• CPC Class Codes: H04Q 3/72 Finding out and indicating number of calling subscriber

Abstract

An automated telephone call response system and method are provided for routing data base information obtained in an automated telephone call response to a subsequently selected live agent. A voice response unit receives caller identification information from a caller, retrieves a record on the caller based on the identification information, provides information requested by caller, permits the caller to select a live agent, and provides the live agent number to determine the network identification number. Accordingly, the live agent receives data base information on a caller at the time the live agent begins conversation with the caller.

Claims

1. A method of connecting a caller to a live agent in an automatic call distribution queue connected to a private branch exchange in turn connected to a voice response unit which is connected to a network having a computer storing a caller information database, comprising:

receiving a call from the caller through a private branch exchange,

electronically asking the caller for caller identification,

using the caller identification information to retrieve caller data,

transmitting at least a portion of the retrieved caller data to the caller,

offering the caller a menu of response alternatives including the choice of speaking with one of a number of live agents,

receiving a request for a live agent,

connecting with a live agent,

asking the live agent for identification,

using the identification to identify a computer associated with the live agent which has been identified,

providing a signal to the live agent indicating receipt of the data,

providing the data associated with the caller to the live agent selected for live agent communication and

providing a signal to the live agent indicating to the live agent to begin speaking to the caller.

2. A system for providing automated call response and live agent communication, comprising:

a switch connected to a caller telephone,

a voice response unit coupled to said switch and a network having a computer storing caller information, said voice response unit communicating with a caller to receive a caller identification and retrieving the caller information corresponding to the caller identification, and

a live agent desktop including a live agent telephone and a live agent personal computer, said live agent telephone coupled to said switch, and said live agent personal computer coupled to the voice response unit, said live agent desktop receiving a first signal indicating to the live agent that the caller information has been received, receiving the caller information retrieved by the voice response unit, and receiving a second signal indicating to a live agent to begin speaking to the caller.