Transaction processing system and method

• US 5,793,861 A
• Filed: 06/11/1996
• Issued: 08/11/1998
• Est. Priority Date: 06/11/1996
• Status: Expired due to Term

• Current Assignee: Inter-Tel Incorporated (Mitel Networks Corporation)
• Original Assignee: Executone Information Systems, Inc. (eLOT, Inc.)
• Inventors: Haigh, Steven Paul
• Primary Examiner(s): Zele, Krista
• Assistant Examiner(s): Wolinsky, Scott
• Application Number:
  US08/665,001
• Time in Patent Office: 791 Days
• Field of Search: 379/201, 379/209, 379/225, 379/265, 379/266, 379/309, 379/67, 379/88, 379/89, 379/90.01, 379/93.24, 370/429, 370/412, 370/413, 370/415, 370/417
• US Class Current: 257/693
• 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 3/42229 Personal communication services, i.e. services related to one subscriber independent of his terminal and/or location diverting calls from one subscriber to another subscriber, i.e. two different subscriptions H04M3/54; selecting arrangements in intelligent networks H04Q3/005
• 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 3/5158 in combination with automated outdialling systems devices for signalling identity of wanted subscriber H04M1/26
• CPC Class Codes: H04M 3/5191 interacting with the Internet
• CPC Class Codes: H04M 3/523 with call distribution or queueing
• CPC Class Codes: H04M 3/5232 Call distribution algorithms
• CPC Class Codes: H04M 3/5233 Operator skill based call distribution
• CPC Class Codes: H04M 3/533 Voice mail systems
• CPC Class Codes: H04M 7/12 for working between exchanges having different types of switching equipment, e.g. power-driven and step by step or decimal and non-decimal

Abstract

A transaction processing system and method includes a transaction interface for conveying transactions; a memory for storing the transactions in a queue; and a processor. The processor includes an identifier generator for generating an identifier for each transaction in the queue; and a transaction controller for using the identifier to provide access by an agent to the transaction corresponding to the identifier. The transaction processing system and method provides for the management and processing of transactions including inbound and outbound telephone calls as well as other transactions such as electronic mail, voice mail, video calls, facsimile transmissions, data packets over the Internet, etc. Automatic source identification may be used, such as automatic number identification, for providing agents with available information of an inbound caller or message sender prior to handling such caller or sender for improved transaction processing.

Claims

1. A transaction processing system comprising:

a transaction interface for receiving transactions of a plurality of types from their respective sources, and conveying the received transactions;

a memory for storing the transactions in at least one queue; and

a processor including;

an identifier generator for generating an identifier for each transaction in the queue; and

a transaction controller for using the identifier to provide access by an agent to the transaction corresponding to the identifier, said transaction controller queuing each transaction with an associated transaction type signal concatenated with the transaction.

2. The transaction processing system of claim 1 wherein the memory stores the transactions in a plurality of queues;

and

the transaction controller queues a respective transaction associated with a respective transaction type into a queue having the corresponding transaction type.

3. The transaction processing system of claim 1 wherein the memory stores transactions including one of an inbound call, an outbound call, a facsimile signal, an E-mail signal, a voice mail signal, a video signal, a multimedia signal, and a data file.

4. The transaction processing system of claim 1 further comprising:

a plurality of agent stations associated with a respective agent for processing transactions.

5. The transaction processing system of claim 4 wherein the transaction controller conveys transactions of a predetermined type to an agent station of an agent associated with a predetermined transaction type.

6. The transaction processing system of claim 5 wherein the transaction controller responds to a selection signal from an agent station to convey queued transactions selected by an agent from the queue to the agent station of the agent.

7. The transaction processing system of claim 5 wherein the memory stores a designation of each respective agent to receive at least one type of transaction;

and

the transaction controller responds to a corresponding designation of an agent to convey a transaction of the agent, with the transaction having a transaction type associated with the designation of the agent.

8. The transaction processing system of claim 7 further including:

designation means for redesignating the designation of an agent to receive specific transaction types.

9. The transaction processing system of claim 5 wherein the transaction controller responds to the identifier associated with each transaction for conveying the associated transaction to the corresponding agent station of an available agent.

10. The transaction processing system of claim 9 wherein the identifier generator generates the identifiers for transactions to determine a first-in, first-out (FIFO) order in the queue;

and

the transaction controller responds to the identifiers to provide a first-out transaction to an available agent.

11. A transaction processing system comprising:

at least one agent station having an agent interface;

a memory for storing transactions of at least one transaction type in at least one queue; and

a processor including;

a transaction controller for conveying a queued transaction having a predetermined transaction type to the at least one agent station, said transaction controller queuing each transaction with an associated transaction type signal concatenated with the transaction; and

a signal generator for generating a transaction type signal corresponding to the transaction type of the queued transaction being conveyed, wherein the transaction type signal is transmitted to the agent station prior to the conveying of the queued transaction;

wherein the agent station, responsive to the transaction type signal, generates a transaction processing protocol to interactively allow the agent to process the transaction upon arrival at the agent station.

12. The transaction processing system of claim 11 wherein the agent interface of at least one agent station includes a display;

and

the agent station, responsive to the transaction type signal, generates a screen on the display associated with the transaction type of the transaction being conveyed for facilitating processing of the transaction by an agent.

13. A transaction processing system comprising:

at least one agent station having an agent interface;

a memory for storing transactions of at least one type in at least one queue, and for storing caller data; and

a processor including;

a transaction controller for conveying a queued transaction to the at least one agent station, said transaction controller queuing each transaction with an associated transaction type signal concatenated with the transaction;

a source identifier, responsive to a received transaction, for identifying the source of the received transaction; and

means, responsive to the identified source, for searching the stored caller data and, responsive to a match of the stored caller data with the source, for providing the stored caller data to an agent station for processing the received transaction.

14. The transaction processing system of claim 13 wherein the source identifier is an automatic number identification device for determining a telephone number of a received telephone call as the received transaction;

and

the searching means searches the stored caller data to determine a match of the telephone number with the caller data.

15. A transaction processing system comprising:

a transaction interface for conveying transactions of a plurality of types;

a memory for storing transactions of at least one type in at least one queue; and

a processor including;

an identifier generator for generating an identifier for each transaction in the at least one queue;

means for determining the availability of an agent for handling further processing of the identified transaction; and

a transaction controller for using the identifier to provide access by an agent to the transaction corresponding to the generated identifier, said transaction controller queuing each transaction with an associated transaction type signal concatenated with the transaction.

16. The transaction processing system according to claim 15, further comprising a plurality of agent stations associated with a respective agent for processing transactions.

17. The transaction processing system according to claim 16, wherein said transaction controller conveys transactions of a predetermined type to an agent station of an agent associated with the predetermined transaction type.

18. An automatic call distribution (ACD) system capable of handling a plurality of transactions in addition to telecommunication transactions comprising:

a plurality of agent stations;

a memory for storing transactions of at least one type in at least one queue; and

a processor including;

means for determining the availability of an agent at one of said plurality of agent stations;

a transaction controller for conveying a queued transaction having a predetermined transaction type to one of said plurality of agent stations, said transaction controller queuing each transaction with an associated transaction type signal concatenated with the transaction; and

a signal generator for generating a transaction type signal corresponding to the transaction type of the queued transaction being conveyed, said transaction type signal being transmitted to the respective agent station prior to conveying the queued transaction.

19. The automatic call distribution system according to claim 18, further comprising an agent interface having a display within each of said plurality of agent stations, said agent station generating a display associated with the transaction type being conveyed in response to the transaction type signal for facilitating processing of the transaction by an agent.

20. The automatic call distribution system according to claim 18, wherein the plurality of transactions include at least one of an inbound call, an outbound call, a facsimile signal, an E-mail signal, a voice mail signal, a video signal, a multimedia signal, and a data file.