Wireless telephone integration system and method for call centers and workgroups

• US 5,841,854 A
• Filed: 08/04/1997
• Issued: 11/24/1998
• Est. Priority Date: 02/16/1994
• Status: Expired due to Term

• Current Assignee: Genband US LLC (Ribbon Communications, Inc.)
• Original Assignee: Priority Call Management, Inc. (Ribbon Communications, Inc.)
• Inventors: Schumacher, Gregory D., Penfield, Robert F., MeLampy, Patrick J.
• Primary Examiner(s): WOLINSKY, SCOTT
• Application Number:
  US08/905,589
• Time in Patent Office: 477 Days
• Field of Search: 379/201, 379/207, 379/219, 379/220, 379/229, 379/67, 379/224, 379/230, 379/245, 379/246, 379/127, 379/142, 379/58, 379/59, 379/60, 379/88, 379/213, 379/265, 379/211, 379/154 , 379/82, 379/212, 379/266, 379/309, 379/270, 379/271, 455/403, 455/554, 455/555, 370/270, 370/271
• US Class Current: 379/265.11
• CPC Class Codes: H04M 2207/12 intelligent networks
• CPC Class Codes: H04M 2207/18 wireless networks
• CPC Class Codes: H04M 2207/20 hybrid systems
• 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 3/42314 in private branch exchanges
• CPC Class Codes: H04M 3/42323 PBX's with CTI arrangements
• 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: H04M 7/06 using auxiliary connections for control or supervision , e.g. where the auxiliary connection is a signalling system number 7 link
• 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
• CPC Class Codes: H04Q 2213/1302 Relay switches
• CPC Class Codes: H04Q 2213/1304 Coordinate switches, crossbar, 4/2 with relays, coupling field
• 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 2213/13093 Personal computer, PC
• CPC Class Codes: H04Q 2213/13097 Numbering, addressing
• CPC Class Codes: H04Q 2213/13098 Mobile subscriber
• CPC Class Codes: H04Q 2213/13103 Memory
• CPC Class Codes: H04Q 2213/13106 Microprocessor, CPU
• CPC Class Codes: H04Q 2213/13107 : Control equipment for a part of the connection, distributed control, co-processing
• CPC Class Codes: H04Q 2213/13176 : Common channel signaling, CCS7
• CPC Class Codes: H04Q 2213/13179 : Fax, still picture
• CPC Class Codes: H04Q 2213/13199 : Modem, modulation
• CPC Class Codes: H04Q 2213/1322 : PBX
• CPC Class Codes: H04Q 2213/13222 : PBX circuits in public exchange, centrex
• CPC Class Codes: H04Q 2213/13256 : Call screening
• CPC Class Codes: H04Q 2213/13282 : Call forward, follow-me, call diversion
• CPC Class Codes: H04Q 2213/13299 : Bus
• CPC Class Codes: H04Q 2213/1334 : Configuration within the switch
• CPC Class Codes: H04Q 2213/13343 : Neural networks
• CPC Class Codes: H04Q 2213/13374 : Paging
• CPC Class Codes: H04Q 2213/13378 : Speech recognition, speech analysis
• CPC Class Codes: H04Q 2213/13396 : Signaling in general, in-band signalling
• CPC Class Codes: H04Q 3/005 : Personal communication services, e.g. provisions for portability of subscriber numbers
• CPC Class Codes: H04Q 3/62 : for connecting to private branch exchanges
• CPC Class Codes: H04W 4/12 : Messaging; Mailboxes; Announcements
• CPC Class Codes: H04W 84/16 : WPBX [Wireless Private Branch Exchange]

Abstract

A system and method for automatic call distribution targeting users in workgroups wherein the users utilize either wired or wireless communications tools. Users are chosen via a rule-based selection process including access to a database of user and caller-screened information. The system is compatible with available and developmental hardware platforms for call centers and mobile workers including SS7/AIN, computer telephony interfaces, direct cellular network connections, PBX and centrex-based systems.

Claims

1. A system for automatic distribution of a telephone communication from a caller, to a selected one of a plurality of agents having respective wireless telephone terminals registered in a wireless telephone network, wherein the selected agent is not predetermined by the caller and is a member of at least one of a plurality of groups of agents, each member of each of said groups being capable of performing at least one of a plurality of agent services needed by the caller, said system comprising:

a matrix switch;

call control means for controlling said matrix switch and connecting said matrix switch to a first telephone line in response to a first telephone call from the caller via said first telephone line, and, in further response to the first call, for connecting said matrix switch to a second telephone line accessible by said plurality of agents across said wireless telephone network; and

selection means for gathering and analyzing a plurality of caller criteria and determining whether the first call is directed to one of the plurality of groups, and, if so, determining which of the plurality of agent services provided by the agents within said group is needed by the caller, and for selecting at least one of said agents within said group as the agent to be connected to said caller in a manner based at least in part upon which of said agents within said group can provide said needed agent service at the time of said call from said caller;

said call control means being connected to said selection means to access information identifying said selected agent, and to said matrix switch to connect said first telephone line to a communication path interconnecting said matrix switch and said wireless telephone network via said second telephone line, thereby establishing a telephone communication link between said caller and said selected agent'"'"'s wireless telephone terminal via said wireless telephone network.

2. The system of claim 1 wherein a second agent within said group can participate in said communication.

3. The system of claim 1 wherein said plurality of criteria are reconfigurable by any one of said plurality of agents.

4. The system of claim 1 wherein said selection means includes a voice processing means for deriving information about said caller.

5. The system of claim 1 wherein said matrix switch comprises any one of a tandem switch, a computer telephony interface, and an SS7 advanced intelligent network.

6. The system of claim 1 wherein said plurality of criteria is compared to a database of agent services offered by said plurality of agents.

7. A method for automatic distribution of a telephone communication from a caller, to a selected one of a plurality of agents, having respective wireless telephone terminals registered in a wireless telephone network, wherein the selected agent is not predetermined by the caller and is a member of at least one of a plurality of groups of agents, each member of each of said groups being capable of performing at least one of a plurality of agent services needed by the caller, said method comprising the steps of:

providing a matrix switch and a call control means, said call control means controlling said matrix switch and connecting said matrix switch to a first telephone line in response to a first telephone call from the caller via said first telephone line, and, in further response to the first call, for connecting said matrix switch to a second telephone line accessible by said plurality of agents across said wireless telephone network; and

providing a caller criteria selection means connected to said call control means, said selection means gathering and analyzing a plurality of caller criteria and determining whether the first call is directed to one of the plurality of groups, and, if so, determining which of the plurality of agent services provided by the agents within said group is needed by the caller, and selecting at least one of said agents within said group as the agent to be connected to said caller in a manner based at least in part upon which of said agents within said group can provide said needed agent service at the time of said call from said caller, said call control means being connected to said selection means to access information identifying said selected agent, and to said matrix switch to connect said first telephone line to a communication path interconnecting said matrix switch and said wireless telephone network via said second telephone line, thereby establishing a telephone communication link between said caller and said selected agent'"'"'s wireless telephone terminal via said wireless telephone network.

8. The method of claim 7 wherein a second agent within said group can participate in said communication.

9. The method of claim 7 wherein said plurality of criteria are reconfigurable by any one of said plurality of agents.

10. The method of claim 7 wherein said selection means includes a voice processing means for deriving information about said caller.

11. The method of claim 7 wherein said matrix switch comprises any one of a tandem switch, a computer telephony interface, and an SS7 advanced intelligent network.

12. The method of claim 7 wherein said plurality of criteria is compared to a database of agent services offered by said plurality of agents.

13. A system for automatic distribution of a telephone communication from a caller, to a selected one of a plurality of agents, having respective wireless telephone terminals registered in a wireless telephone network, wherein the selected agent is not predetermined by the caller and is a member of at least one of a plurality of groups of agents, each member of each of said groups being capable of performing at least one of a plurality of agent services needed by the caller, said system comprising:

a matrix switch;

a call control platform in electrical communication with said matrix switch, said call control platform connecting said switch and a first telephone line in response to a first telephone call from the caller via said first telephone line, and, in further response to the first call, connecting said matrix switch to a second telephone line accessible by said plurality of agents across said wireless telephone network;

an agent selection processor that gathers and analyzes a plurality of caller criteria and determines whether the first call is directed to one of the plurality of groups, and, if so, determines which of the plurality of agent services provided by the agents within said group is needed by the caller, and selects at least one of said agents within said group as the agent to be connected to said caller in a manner based at least in part upon which of said agents within said group can provide said needed agent service at the time of said call from said caller;

said call control platform being in electrical communication with said selection processor to access information identifying said selected agent, and to said matrix switch to connect said first telephone line to a communication path interconnecting said matrix switch and said wireless telephone network via said second telephone line, thereby establishing a telephone communication link between said caller and said selected agent'"'"'s wireless telephone terminal via said wireless telephone network.

14. The system of claim 13 wherein a second agent within said group can participate in said communication.

15. The system of claim 13 wherein said plurality of criteria are reconfigurable by any one of said plurality of agents.

16. The system of claim 13 wherein said selection processor includes a voice processing means for deriving information about said caller.

17. The system of claim 13 wherein said matrix switch comprises any one of a tandem switch, a computer telephony interface, and an SS7 advanced intelligent network.

18. The system of claim 13 wherein said plurality of criteria is compared to a database of agent services offered by said plurality of agents.