Method and apparatus for automatically distributing calls to available logged-in call handling agents

• US 5,742,675 A
• Filed: 09/26/1995
• Issued: 04/21/1998
• Est. Priority Date: 09/26/1995
• Status: Expired due to Fees

• Current Assignee: Telefonaktiebolaget LM Ericsson
• Original Assignee: Telefonaktiebolaget LM Ericsson
• Inventors: Sheahan, Christopher G., Kilander, Sven G.J.
• Primary Examiner(s): Zele, Krista
• Assistant Examiner(s): Wolinsky, Scott
• Application Number:
  US08/534,199
• Time in Patent Office: 938 Days
• Field of Search: 379/265, 379/266, 379/207, 379/210, 379/211, 379/309, 379/212, 379/201, 379/67
• US Class Current: 379/266.09
• CPC Class Codes: H04M 2203/6018 Subscriber or terminal logon/logoff
• CPC Class Codes: H04M 3/5125 with remote located operators
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements
• CPC Class Codes: H04M 3/523 with call distribution or queueing
• 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: 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 2213/13349 Network management
• CPC Class Codes: H04Q 2213/13385 Off-net subscriber
• CPC Class Codes: H04Q 2213/13389 LAN, internet

Abstract

An automatic call distribution system includes plural call receiving agents associated with a service entity, each of which has conventional telephone access to the public switched telephone network (PSTN). A call center controller initially receives a caller communication from the PSTN intended for the service entity and selects one of the call receiving agents to handle the caller communication based on agent availability. The call center controller coordinates the establishment of a direct communications path for that call between the PSTN and the selected agent which is independent of the call center controller. In other words, after setting up the direct call connection, the call center controller is not an intermediary to or otherwise involved in the actual communication between the caller and the agent. Significantly, the call center controller establishes the direct call connection between the incoming call and a selected available call handling agent without the need for a separate private branch exchange (PBX) or automatic call distribution (ACD) switch.

Claims

1. An automatic call distribution system, comprising:

a public telephone network including a public telephone switch;

a first set of call receiving agents associated with a first common service entity, each agent having a telephone connected to the public telephone network and a computer terminal;

a controller for initially receiving a call directed to the first common service entity and automatically establishing without using a telephone switch other than the public telephone switch a direct telephone connection between the public telephone switch and the selected agent'"'"'s telephone for the call between the telephone network and one of the agents,

wherein after establishing the telephone connection, the controller is not included in the direct telephone connection; and

a data link separate from the public telephone network providing data communications between each of the agent computer terminals and with the controller;

wherein each agent that previously logged-on with the controller indicates availability to handle calls by entering an availability command on the computer terminal and sending the entered availability command over the data link to the controller.

2. The system in claim 1, wherein the controller selects one of the agents to handle the call based on an availability status of the agents.

3. The system in claim 1, wherein the computer terminals of some of the agents are connected over a local area network (LAN) and the LAN is connected to at least one other remotely located agent over a wide area network (WAN).

4. The system in claim 3, wherein each agent'"'"'s computer terminal includes a corresponding network address and each agent'"'"'s telephone includes a corresponding telephone number, the controller including a memory for storing the network address and telephone number corresponding to each agent.

5. The system in claim 1, further comprising a second set of call receiving agents associated with a second common service entity, wherein the controller determines to which of the first and second service entities the call is directed and selects an available agent to handle the call from the corresponding first or second set of call receiving agents.

6. The system in claim 1, wherein the controller includes a memory for queuing calls received from the public telephone network until an agent becomes available.

7. The system in claim 1, wherein after receiving the call, the controller sends a call transfer request to the public telephone switch, and in response to the call transfer request from the controller, the public telephone switch transfers the call to the telephone of an available agent to establish a direct telephone connection between the available agent and the public telephone switch.

8. The system in claim 1, wherein for each incoming call received by the controller for the service entity, the controller determines various call handling and agent performance parameters for management of the service entity.

9. The system in claim 1, wherein the controller includes means for generating a voice greeting in response to the call and means for generating voice prompts to which the caller may respond before the call is transferred to a call handling agent.

10. An automatic call distribution system, comprising:

a public telephone network including a public telephone switch;

a first set of call receiving agents associated with a common service entity, each agent having a telephone connected to the public telephone network and a computer terminal;

a controller for initially receiving a call directed to the common service entity and automatically establishing using the public telephone switch a direct telephone connection between the public telephone switch and the selected agent'"'"'s telephone for the call between the telephone network and one of the agents,

wherein after establishing the telephone connection, the controller is not included in the direct telephone connection; and

a data link separate from the public telephone network providing data communications between each of the agent computer terminals and with the controller;

wherein each agent that previously logged-on with the controller indicates availability to handle calls by entering an availability command on the computer terminal and sending the entered availability command over the data link to the controller, and

wherein the available agent initiates transfer of the call to another of the agents by requesting over the data link a call transfer at the public telephone switch to the telephone number of the another agent.

11. A method for automatically distributing calls to a plurality of call handling agents each having a telephone connected to a public telecommunications network including a public telephone switch and a computer terminal, comprising the steps of:

establishing a data network separate from the public telecommunications network connecting each of the computer terminals thereby permitting data communications between the computer terminals over the data network;

routing a call from a customer to a first common service entity from the public telecommunications network to a call server computer connected to the public telephone switch and to the data network;

after logging in with the call server computer, each logged-in agent indicating availability to handle calls by entering an availability command on the agent'"'"'s computer terminal and transmitting the entered availability command over the data network to the call server computer;

the call server computer selecting an available, logged-in call handling agent associated with the first common service entity for handling the call in response to the availability command transmitted over the data network;

the call server computer requesting the public telephone switch to route the call to the selected call agent;

in response to the call server computer request, the public telephone switch establishing an independent communications path between the selected call agent and the customer that does not include the call server computer or a telephone switch other than the public telephone switch.

12. The method in claim 11, further comprising:

selecting one of the agents to handle the call based on an availability status of each of the agents.

13. The method in claim 11, wherein some agents are located at a central service facility and other agents are located at remote facilities, the method further comprising:

monitoring a telephone number of each of the agents, and

routing calls to agents both at the central service facility and at the remote facilities.

14. The method in claim 11, wherein some of the call handling agents are associated with a second common service entity, the method further comprising:

(a) determining to which of the first and second service entities the call is directed, and

(b) selecting an available agent corresponding to the service entity determined in step (a) to handle the call.

15. The method in claim 11, wherein some agents are located at a central service facility and other agents are located at remote facilities, the method further comprising:

connecting the computer terminals of agents at the central service facility and agents at remote facilities over a wide area network that is independent of the public telecommunications network, and

transmitting data messages between the computer terminals and the call server over the wide area network.

16. The method in claim 14, wherein the first and second service entities provide services for different businesses.