Methods and apparatus for implementing a network call center

• US 5,825,870 A
• Filed: 07/09/1996
• Issued: 10/20/1998
• Est. Priority Date: 04/05/1996
• Status: Expired due to Term

• Current Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Original Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Inventors: Miloslavsky, Alec
• Primary Examiner(s): MATAR, AHMAD
• Application Number:
  US08/677,204
• Time in Patent Office: 833 Days
• Field of Search: 379/265, 379/266, 379/309, 379/207, 379/201, 379/210, 379/220
• US Class Current: 379/265.01
• CPC Class Codes: H04M 2242/22 Automatic class or number identification arrangements
• CPC Class Codes: H04M 3/42059 Making use of the calling party identifier
• CPC Class Codes: H04M 3/42314 in private branch exchanges
• CPC Class Codes: H04M 3/42323 PBX's with CTI arrangements
• 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 3/5125 with remote located operators
• 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 3/5183 Call or contact centers with computer-telephony arrangements
• CPC Class Codes: H04M 7/00 Arrangements for interconnection between switching centres
• CPC Class Codes: H04M 7/0033 Notification or handling of incoming calls by a computer
• CPC Class Codes: H04N 7/148 Interfacing a video terminal to a particular transmission medium, e.g. ISDN
• CPC Class Codes: H04N 7/15 Conference systems
• CPC Class Codes: H04Q 2213/13072 Sequence circuits for call signaling, ACD systems
• CPC Class Codes: H04Q 2213/13103 Memory
• CPC Class Codes: H04Q 2213/13385 Off-net subscriber

Abstract

A network call center hosted by a network service provider has equipment and software for providing call center services to customers of the network service provider. In a preferred embodiment internal connection points in a telephony switching apparatus at the network call center are provided and assigned to agents of customer call centers. The connection points are characterized in that a remote agent, dialing one of the connection points, is connected to the network call center until the agent intentionally disconnects. The network center tracks remote agents by the fact of connection, and provides call center services to groups of agents associated with the remote call centers. Different services may be provided to different remote call centers, and the network center tracks activities and bills the local call centers.

Claims

1. A method for establishing two or more remote call centers from a network call center, comprising steps of:

(a) assigning a first set of internal connection points in a first switching apparatus at the network call center to a first set of agents associated with a first remote call center, said connection points characterized in that an agent calling one of the connection points becomes connected at the called internal connection point until the agent intentionally disconnects;

(b) assigning a second set of internal connection points to a second set of agents associated with a second remote call center; and

(c) receiving first calls at the network call center meant for the first remote call center and second calls meant for the second call center, and connecting first calls to agents connected at internal connection points assigned to the first call center and second calls to agents connected at internal connection points assigned to the second call center.

2. The method of claim 1 further comprising a step for providing routing services for selecting among the first set of agents for connecting a call for the first call center, and selecting among the second set of agents for connecting a call for the second call center.

3. The method of claim 1 comprising a step for providing outdialing services by the network call center, and connecting answered outdialed calls made for the first remote call center to available agents at the first remote call center, and answered outdialed calls for the second call center to available agents at the second call center.

4. The method of claim 1 comprising a step for compiling statistics on call center activity at the network call center for the first and second remote call centers.

5. The method of claim 1 wherein in step (c) calls for the first remote call center are switched to an automatic call distributor at the first call center and distributed to available agents at the first call center by the automatic call distributor.

6. The method of claim 4 comprising a step for incorporating the statistics compiled in preparing charges to be assessed by the network call center against the first and second remote call centers.

7. A method for providing call center services from a network call center to a first and second remote call center, comprising steps of:

(a) assigning a first set of internal connection points in a first switching apparatus at the network call center to a first set of agents associated with a first remote call center, said connection points characterized in that an agent calling one of the connection points becomes connected at the called internal connection point until the agent intentionally disconnects;

(b) assigning a second set of internal connection points to a second set of agents associated with a second remote call center;

(c) receiving first calls at the first call center meant for the first remote call center and second calls meant for the second call center, and connecting first calls to agents connected at internal connection points assigned to the first call center and second calls to agents connected at internal connection points assigned to the second call center;

(d) compiling statistics on services provided by the network call center to the first and second remote call centers; and

(e) charging the first and second remote call centers for the services provided.

8. The method of claim 7 wherein, in step (d), services provided include historical reporting of activity.

9. The method of claim 7 wherein services provided include agent-level routing services.

10. A network call center for providing call center services to first and second remote call centers, comprising:

a switching apparatus connected to an intelligent network by a trunk and having internal connection points characterized in that said internal connection points, when dialed by a remote agent, connect the dialing agent to the switching apparatus until the agent terminates the connection;

a set of servers connected through a (CTI) Server to the switching apparatus, providing call center functions;

wherein a first set of internal connection points is reserved for agents of the first remote call center and a second set of internal connection points are reserved for agents of the second remote call center, and wherein call center services are provided to the first set of agents and the second set of agents with agents connected at the respective internal connection points.

11. The network call center of claim 10 wherein a different set of call center services is provided to the first and second remote call centers.

12. The network call center of claim 10 wherein the call center services provided comprise routing services, statistical monitoring and modeling;

client data storage and provision, and remote call center activity monitoring and billing.

13. A network call center system comprising:

a switching apparatus connected to an intelligent network by a trunk and having internal connection points characterized in that said internal connection points, when dialed by a remote agent, connect the dialing agent to the switching apparatus until the agent terminates the connection;

a set of servers connected through a (CTI) Server to the switching apparatus, providing call center functions;

a first remote call center having a set of first local agents equipped each with a telephone and line access to the network call center; and

a second remote call center having a set of second local agents equipped each with a telephone and line access to the network call center;

wherein a first set of internal connection points is reserved for the first set of local agents and a second set of internal connection points are reserved for the second set of local agents, and wherein call center services are provided to the first set of local agents and the second set of local agents with agents connected at the respective internal connection points.

14. The network call center system of claim 13 wherein a different set of call center services is provided to the first and second set of local agents.

15. The network call center system of claim 13 wherein the call center services provided comprise routing services, statistical monitoring and modeling;

client data storage and provision, and remote call center activity monitoring and billing.