Call path system and method for modeling and modifying a call path of a telephone call routed by a telephone switch

• US 5,832,059 A
• Filed: 09/30/1996
• Issued: 11/03/1998
• Est. Priority Date: 09/30/1996
• Status: Expired due to Term

• Current Assignee: Firstpoint Contact Technologies, LLC (Alvaria Incorporated)
• Original Assignee: Rockwell International Corporation
• Inventors: Righi, Daniel M., Aldred, Edward Peter, Van Berkum, Paul E.
• Primary Examiner(s): Isen, Forester W.
• Assistant Examiner(s): Barnie, Rexford N.
• Application Number:
  US08/723,738
• Time in Patent Office: 764 Days
• Field of Search: 379/112, 379/113, 379/34, 379/133, 379/134, 379/136, 379/265, 379/266, 379/210, 379/211, 379/309, 379/198, 379/201, 379/272, 379/273, 379/45, 379/9.317, 379/93.23 , 379/120, 379/127
• US Class Current: 379/32.01
• 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 3/42102 Making use of the called party identifier
• CPC Class Codes: H04M 3/51 Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing
• CPC Class Codes: H04Q 3/72 Finding out and indicating number of calling subscriber

Abstract

A call path system generates a graphical representation of a call path of a selected type of telephone call routed by a telephonic switch 100. An administrator computer system 110 includes a computer 112 and administrator display 114 for generating and displaying the graphical representation. The graphical representation may be a block diagram 200 consisting of telephone call type 202, application 204, scripts 206, agent group 208, agents/staff 210, supervisor 214 and a particular agent group I 212. Each of the blocks include available selections in the particular category. Such as a listing of agent groups 304, a listing of telephone types 300, a listing of available DNIS numbers 302 and a listing of agents/staff 306. The call path system further permits an administrator, via the administrator computer system 110 to select and any of the above. Applications may be modified such that the telephonic switch 100 thereafter routes telephone calls in accordance with the modified applications.

Claims

1. A call path system for monitoring and displaying information regarding a prospective call path of telephone calls received from a public switched telephone network and routed by a telephonic switch of an automatic call distributor to agents of the automatic call distributor, such system comprising:

a computer connected to the telephonic switch of the automatic call distributor for acquiring information relating to the prospective call path based upon an identity of a caller and for generating a telephone system functional display of the prospective call path located between the telephonic switch and the agents; and

a display for visually displaying the display of the prospective call path.

2. The call path system as recited in claim 1 wherein the computer comprises an input device for modifying the prospective call path;

and

wherein the computer notifies the telephonic switch of the modifications.

3. The call path system as recited in claim 2 wherein the computer comprises:

a graphical generator for generating a graphical representation of the prospective call path, and wherein the display visually displays the graphical representation.

4. A method for monitoring a prospective call path of telephone calls received from a public switch telephone network and routed by a telephonic switch of an automatic call distributor to agents of the automatic call distributor, such method comprising the steps of:

determining the prospective call path of the telephone call to be routed by the telephonic switch to the agents of the automatic call distributor; and

visually displaying a telephone system functional view of the prospective call path located between the telephonic switch and the agents.

5. The method as recited in claim 4 comprising the step of:

providing information relating to the telephone call, and wherein the step of determining comprises the step of;

determining the prospective call path of the telephone call based on the information.

6. The method as recited in claim 5 further comprising the step of:

modifying the prospective call path.

7. The method as recited in claim 5 wherein the step of visually displaying comprises the steps of:

generating a graphical representation representative of the prospective call path; and

visually displaying the graphical representation.

8. The method as recited in claim 7 wherein the step of generating a graphical representation further comprises the step of:

generating a block diagram representative of the prospective call path.

9. The method as recited in claim 8 wherein the step of generating a block diagram comprises the step of:

generating a block representative of available types of telephone calls.

10. The method as recited in claim 9 wherein the step of generating a block comprises the step of:

generating the block listing available DNIS numbers indicating the type of the telephone call.

11. The method as recited in claim 9 wherein the step of generating a block comprises the step of:

generating the block listing available ANI numbers indicating the type of the telephone call.

12. The method as recited in claim 8 wherein the step of generating a block diagram comprises the step of:

generating a block representative of a list of agents who would handle the telephone call.

13. The method as recited in claim 8 wherein the step of generating a block diagram comprises the step of:

generating a block representative of a list of applications which would handle the telephone call.

14. The method as recited in claim 7 comprising the step of:

modifying the prospective call path.

15. The method as recited in claim 14 wherein the step of modifying the prospective call path further comprises the steps of:

selecting at least a portion of the graphical representation; and

modifying the selected portion.