Device for programming script sets in a telephone system

• US 5,832,070 A
• Filed: 12/31/1996
• Issued: 11/03/1998
• Est. Priority Date: 11/12/1992
• Status: Expired due to Term

• Current Assignee: Firstpoint Contact Technologies, LLC (Alvaria Incorporated)
• Original Assignee: Rockwell International Corporation
• Inventors: Palermo, Susan A., Bloom, Joseph E., Auclair, Michael C.
• Primary Examiner(s): Zele, Krista
• Assistant Examiner(s): Hunter, Daniel S.
• Application Number:
  US08/775,757
• Time in Patent Office: 672 Days
• Field of Search: 379/201, 379/210, 379/213, 379/214, 379/220, 379/221, 379/265, 379/266, 379/308
• US Class Current: 379/266.07
• 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 2213/1305 Software aspects
• CPC Class Codes: H04Q 2213/13072 Sequence circuits for call signaling, ACD systems
• CPC Class Codes: H04Q 2213/1309 Apparatus individually associated with a subscriber line, line circuits
• CPC Class Codes: H04Q 2213/13091 CLI, identification of calling line
• CPC Class Codes: H04Q 2213/13093 Personal computer, PC
• CPC Class Codes: H04Q 2213/13103 Memory
• CPC Class Codes: H04Q 2213/13104 Central control, computer control
• CPC Class Codes: H04Q 2213/13541 routing
• CPC Class Codes: H04Q 3/007 customer-controlled
• CPC Class Codes: H04Q 3/627 Details
• CPC Class Codes: H04Q 3/72 Finding out and indicating number of calling subscriber

Abstract

A device for programming script sets in a telephone system having a network, a programmable routing vector to route incoming calls from the network, an application to selectively receive calls from the routing vector, a programmable application vector to selectively receive calls from the application, and a plurality of agent groups to selectively receive calls from the application.

Claims

1. An apparatus for programming and communicating with an automatic call distributor, the apparatus comprising:

a) a control device operatively coupled to a telephone network, the control device configured to receive incoming call data from the telephone network;

b) a host computer coupled to the control device and configured to receive script instructions according to a user and transmit programming data to the control device in accordance with the script instructions, the host computer providing a script editing facility having an interface in the form of a plurality of menus accessible to the user;

c) the control device further including

c.1) a routing vector coupled to the host computer and to the telephone network, the routing vector configured to receive the programming data and to route telephone calls received from the telephone network in accordance with the received programming data;

c.2) an application operatively coupled to the routing vector and configured to receive telephone calls directed to the application by the routing vector;

c.3) an application vector operatively coupled to the application for selectively determining a routing path through which to direct the telephone calls received by the application;

c.4) an intercept vector operatively coupled between the routing vector and the application to direct the telephone call received by the routing vector to a predetermined application;

d) a plurality of telephone agent groups operatively coupled to the application through the application vector, the telephone agent groups configured to receive the telephone calls from the application via the application vector; and

e) the host computer configured to program the routing vector in accordance with the script instructions provided by the user.

2. The apparatus according to claim 1 wherein the host computer is coupled to at least one of the routing vector and the application, and is configured to provide the programming data to at least one of the routing vector and the application in accordance with the script instructions provided to the host computer by the user, such that the telephone calls are routed to the agents along a route determined by at least one of the routing vector and the application.

3. The apparatus according to claim 1 wherein the routing vector is coupled to the host computer and receives the programming data sent from the host computer, the programming data received operative to cause the telephone calls received from the telephone network to be directed to a selected agent group based upon identification information contained in the telephone call.

4. The apparatus according to claim 3 wherein the identification information contained in the telephone call is at least one of a trunk group number, an internal directory number, a dialed number identification service, and an automatic number identification.

5. The apparatus according to claim 1 wherein the application is coupled to the host computer and receives the programming data sent by the host computer, the programming data received operative to cause the telephone calls received from the telephone network to be directed to a selected agent group based upon identification information contained in the telephone call.

6. The apparatus according to claim 5 wherein the identification information contained in the telephone call is at least one of a trunk group number, an internal directory number, a dialed number identification service, and an automatic number identification.

7. The apparatus according to claim 1 wherein the application is coupled to the host computer and receives the programming data sent by the host computer, the programming data operative to cause a telephone calls received from the telephone network to be directed to the agent group through an application vector selected by the host computer.

8. The apparatus according to claim 1 further including an intercept vector group operatively coupled to the routing vector, the intercept vector group configured to control routing of the telephone call upon detection of a fault condition.

9. The apparatus according to claim 8 wherein upon detection of a fault, the intercept vector causes the telephone call received from the telephone network to be coupled to a predetermined message.

10. The apparatus according to claim 9 wherein the predetermined message is at least one of a predetermined announcement and a predetermined tone.

11. A method for programming and communicating with an automatic call distributor, the method comprising the steps of:

a) operatively coupling a control device to a telephone network;

b) configuring the control device to receive incoming call data from the telephone network;

c) coupling a host computer to the control device;

d) configuring the host computer to receive script instructions according to a user;

e) transmitting programming data from the host computer to the control device in accordance with the script instructions, the host computer providing a script editing facility having an interface in the form of a plurality of menus accessible to the user;

f) coupling a routing vector between the host computer and the telephone network;

g) configuring the routing vector to receive the programming data and to route telephone calls received from the telephone network in accordance with the received programming data;

h) operatively coupling an application to the routing vector;

i) configuring the application to receive telephone calls directed to the application by the routing vector;

j) operatively coupling an application vector to the application for selectively determining a routing path through which to direct the telephone calls received by the application;

k) operatively coupling an intercept vector between the routing vector and the application to direct the telephone call received by the routing vector to a predetermined application;

l) operatively coupling a plurality of telephone agent groups to the application through the application vector;

m) configuring the telephone agent groups to receive the telephone calls from the application via the application vector; and

n) configuring the host computer to program the routing vector in accordance with the script instructions provided by the user.

12. The method according to claim 11 further including the steps of

a) coupling the host computer to at least one of the routing vector and the application, and

b) configuring the host computer to provide the programming data to at least one of the routing vector and the application in accordance with the script instructions provided to the host computer by the user, such that the telephone calls are routed to the agents along a route determined by at least one of the routing vector and the application.

13. The method according to claim 11 wherein the step of coupling the routing vector to the host computer facilitates the reception of programming data sent from the host computer such that the programming data received is operative to cause the telephone calls received from the telephone network to be directed to a selected agent group based upon identification information contained in the telephone call.

14. The method according to claim 13 wherein the identification information contained in the telephone call is at least one of a trunk group number, an internal directory number, a dialed number identification service, and an automatic number identification.

15. The method according to claim 11 further including the step of coupling the application to the host computer such that the application receives the programming data sent by the host computer, the programming data received operative to cause the telephone calls received from the telephone network to be directed to a selected agent group based upon identification information contained in the telephone call.

16. The method according to claim 15 wherein the identification information contained in the telephone call is at least one of a trunk group number, an internal directory number, a dialed number identification service, and an automatic number identification.

17. The method according to claim 11 wherein the step of coupling the application to the host computer facilitates reception of the programming data sent by the host computer, the programming data operative to cause a telephone calls received from the telephone network to be directed to the agent group through an application vector selected by the host computer.

18. The method according to claim 11 further including the steps of

a) operatively coupling an intercept vector group to the routing vector;

and

b) configuring the intercept vector group to control routing of the telephone call upon detection of a fault condition.

19. The method according to claim 18 further including the steps of

a) detecting a fault;

and

b) coupling the telephone call received from the telephone network to a predetermined message upon the detection of the fault, the intercept vector facilitating the coupling.

20. The method according to claim 19 wherein the predetermined message is at least one of a predetermined announcement and a predetermined tone.

21. An apparatus for programing and communicating with an automatic call distributor, the apparatus comprising:

a) means for controlling incoming call data from a telephone network;

b) means for receiving script instructions according to a user and configured to transmit programming data to the means for controlling incoming call data, in accordance with the script instructions;

c) the means for controlling incoming call data further including

c.1) means for receiving the programming data and for routing telephone calls received from the telephone network in accordance with the received programming data, the means for receiving the programming data coupled to the means for receiving script instructions and to the telephone network;

c.2) means for receiving telephone calls sent from the means for receiving programming data, the means for receiving telephone calls operatively coupled to the means for receiving programming data;

c.3) means for selectively determining a routing path through which to direct the telephone calls, the means for selectively determining a routing path vector operatively coupled to the means for receiving telephone calls;

c.4) means for directing the telephone call received by the means for receiving the programming data, coupled between the means for receiving the programming data and the means for receiving telephone calls;

d) a plurality of telephone agent groups operatively coupled to the means for receiving telephone calls, the telephone agent groups configured to receive the telephone calls from the means for receiving telephone calls via the means for selectively determining a routing path; and

e) the means for receiving script instructions configured to program the means for receiving the programming data in accordance with the script instructions provided by the user.