Work at home ACD agent network with cooperative control

• US 5,778,060 A
• Filed: 04/19/1996
• Issued: 07/07/1998
• Est. Priority Date: 04/19/1996
• Status: Expired due to Term

• Current Assignee: AT&T Corporation (AT&T, Inc.)
• Original Assignee: AT&T Corporation (AT&T, Inc.)
• Inventors: Otto, Mary Rita
• Primary Examiner(s): Hunter, Daniel S.
• Application Number:
  US08/635,141
• Time in Patent Office: 809 Days
• Field of Search: 379/201, 379/210, 379/207, 379/265, 379/266
• 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: H04Q 2213/13072 Sequence circuits for call signaling, ACD systems
• CPC Class Codes: H04Q 2213/13095 PIN / Access code, authentication
• CPC Class Codes: H04Q 2213/13103 Memory
• CPC Class Codes: H04Q 2213/13174 Data transmission, file transfer
• CPC Class Codes: H04Q 2213/13209 ISDN
• CPC Class Codes: H04Q 2213/13349 Network management
• CPC Class Codes: H04Q 2213/13385 Off-net subscriber

Abstract

A method and apparatus for adapting a switch arranged to provide automatic call distributor (ACD) service from remote agent stations as well as local agent stations. The remote agent stations are served by a switch other than the switch serving the ACD. The remote agent stations are connected by a data connection for transmitting agent status information to the ACD switch. The data connection is terminated on a server system for maintaining agent status information for the remote agents. When the ACD requests an identity of an available remote agent station, that identity is supplied by the server system. Advantageously, the server system can be programmed to select among available remote agent'"'"'s stations in accordance with the wishes of the ACD customer. Advantageously, this arrangement allows remote agents to serve ACD callers in essentially the same way as local agents serve these callers, thus, permitting the remote agent to work at different locations including, for example, their homes, while also permitting the owner of the ACD to take advantage of special characteristics or knowledge of selected remote agents.

Claims

1. A method of providing ACD (automatic call distributor) service for a call center, said ACD service provided by a first switching system, from a plurality of agent stations including a serving remote agent station served by a second switching system different from said first switching system, said serving remote agent station being one of one or more remote agent stations serving callers of said call center, said method comprising the steps of:

establishing data connections from one or more active remote agent stations to a server system for maintaining status information for said remote agent stations;

responsive to receipt of an incoming ACD call for said ACD system, querying said server system to provide an identification of an available remote agent station;

responsive to determining in said server system that one or more of said remote agent stations is available, responding from said server system to said first switching system with an identity of one or more available remote agent stations said identities including all identity of said serving remote agent station; and

extending said incoming call to one of said serving remote agent stations via an audio connection from said first switching system, via said second switching system, and

responsive to an indication of change of status of a remote agent station of said call center from unavailable to available, sending a message to said call center that a remote agent station is available for serving a call of said call center, said sending a message that a remote agent station is available being performed only if no other remote agent station is available.

2. The method of claim 1 wherein the step of establishing a data connection between a remote agent station and said server system comprises the step of establishing a dial up modem connection between said remote agent station and said first switching system.

3. The method of claim 1 wherein the step of establishing a data connection between a remote agent station and said server system comprises the step of establishing the connection in response to a log on transaction between the remote agent station and said server system.

4. The method of claim 1 further comprising the step of:

signaling agent station availability, over a data connection between a remote agent station and said server system, for maintaining up to date status information for said remote agent station in said server system.

5. The method of claim 1 wherein said server system further stores product or customer information, further comprising the step of:

transmitting said product or customer information to said serving remote agent station over the data connection between said server system and said serving remote agent station.

6. An ACD (automatic call distributor) for serving one or more remote agent stations comprising:

a switch for receiving incoming calls to the ACD;

a server system for maintaining a status of each of said one or more remote agent stations;

said switch connectable via a public switched telephone network to each of said plurality of remote agent stations;

said server system connectable via a data connection to available ones of said plurality of remote agent stations for receiving agent status information;

said server system connected to said switch for providing an identification of an available remote agent station to said switch only if no other remote agent station is available; and

said switch for extending a received incoming call for the ACD to the identified available remote agent station via said public switched telephone network.

7. The ACD of claim 6 wherein said server system comprises:

a data application computer for communicating with said one or more remote agent stations over said data connections for receiving said agent status information; and

a call management application server for providing said identification of an available remote agent station to said switch.

8. The ACD of claim 7 wherein said data application computer system provides remote agent status updating information to said call management application server and wherein said call management application server maintains status information for said plurality of remote agent stations.

9. The ACD of claim 8 wherein said agent status information maintained in said call management application server comprises data for identifying available remote agent stations.

10. The ACD of claim 8 wherein said data application computer also serves as a host computer for providing to a remote agent station information such as customer data or product data or for accepting customer order information from said remote agent stations.

11. The ACD of claim 6 wherein at least one of said one or more remote agent stations comprises an analog telephone and a data terminal.

12. The ACD of claim 6 wherein at least one of said one or more remote agent stations is an ISDN (integrated services digital network) telephone station.

13. The ACD of claim 6 further comprising one or more of agent stations directly connected to said switch.

14. The ACD of claim 13 wherein said switch is for serving ISDN (integrated services digital network) lines and ones of said one or more directly connected stations are ISDN stations.

15. The ACD of claim 6 further comprising a MIS (management information system) for maintaining management information related to said remote agent stations and wherein said server system provides data for use by said MIS.

16. The ACD of claim 15 wherein said ACD further comprises a plurality of local agent stations served by said switch and wherein said MIS further maintains management information related to said one or more local agent stations.

17. The ACD of claim 6 wherein said server system further performs a dialogue with said one or more remote agent stations to receive and process log on and log off requests.

18. The ACD of claim 6 wherein said server system comprises a plurality of data application computers.

19. The ACD of claim 6 wherein said server system comprises a plurality of call management application servers.

20. A method of providing ACD (automatic call distributor) service for a call center, said ACD service provided by a first switching system, from a plurality of agent stations including a serving remote agent station served by a second switching system different from said first switching system, said serving remote agent station being one of one or more remote agent stations serving callers of said call center, said method comprising the steps of:

establishing data connections from one or more active remote agent stations to a server system for maintaining status information for said remote agent stations;

responsive to receipt of an incoming ACD call for said ACD system, querying said server system to provide an identification of an available remote agent station;

responsive to determining in said server system that one or more of said remote agent stations is available, responding from said server system to said first switching system with an identity of one or more available remote agent stations said identities including all identity of said serving remote agent station; and

extending said incoming call to one of said serving remote agent stations via an audio connection from said first switching system, via said second switching system and

responsive to all indication of change of status of a remote agent station of said call center from unavailable to available, sending a message to said call center that a remote agent station is available for serving a call of said call center performance of said sending a message being based on the availability status of other remote stations.

21. The method of claim 20 wherein the step of establishing a data connection between a remote agent station and said server system comprises the step of establishing a dial up modem connection between said remote agent station and said first switching system.

22. The method of claim 20 wherein the step of establishing a data connection between a remote agent station and said server system comprises the step of establishing the connection in response to a log on transaction between the remote agent station and said server system.

23. The method of claim 20 further comprising the step of:

signaling agent station availability, over a data connection between a remote agent station and said server system, for maintaining up to date status information for said remote agent station in said server system.

24. The method of claim 20 wherein said server system further stores product or customer information, further comprising the step of:

transmitting said product or customer information to said serving remote agent station over the data connection between said server system and said serving remote agent station.