Communications system using a central controller to control at least one network and agent system

• US 5,848,143 A
• Filed: 11/05/1996
• Issued: 12/08/1998
• Est. Priority Date: 03/02/1995
• Status: Expired due to Term

• Current Assignee: Cisco Systems, Inc.
• Original Assignee: GeoTel Communications Corp. (Cisco Systems, Inc.)
• Inventors: Kelly, James P., Johnson, Lawrence E., Davis, Charles R., Milano, Vincent J. Jr., Webber, Steven H., Andrews, G. Wayne, Stern, Jerry A.
• Primary Examiner(s): Wolinsky, Scott
• Application Number:
  US08/718,491
• Time in Patent Office: 763 Days
• Field of Search: 379/219, 379/220, 379/221, 379/265, 379/266, 379/309, 379/207, 379/201, 379/202, 379/198, 379/67, 379/88, 379/89, 379/229, 379/100.08, 379/100.05, 379/100.16, 370/351, 370/352, 370/270
• US Class Current: 379/265.09
• CPC Class Codes: H04M 2242/22 Automatic class or number identification arrangements
• CPC Class Codes: H04M 3/22 Arrangements for supervision, monitoring or testing
• CPC Class Codes: H04M 3/36 Statistical metering, e.g. recording occasions when traffic exceeds capacity of trunks
• 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 3/42059 Making use of the calling party identifier
• CPC Class Codes: H04M 3/42102 Making use of the called party identifier
• CPC Class Codes: H04M 3/493 Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals
• CPC Class Codes: H04M 3/5191 interacting with the Internet
• CPC Class Codes: H04M 3/5237 Interconnection arrangements between ACD 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
• CPC Class Codes: H04Q 2213/13034 A/D conversion, code compression/expansion
• CPC Class Codes: H04Q 2213/1307 Call setup
• CPC Class Codes: H04Q 2213/13072 Sequence circuits for call signaling, ACD systems
• CPC Class Codes: H04Q 2213/13091 CLI, identification of calling line
• CPC Class Codes: H04Q 2213/13103 Memory
• CPC Class Codes: H04Q 2213/13104 Central control, computer control
• CPC Class Codes: H04Q 2213/13141 Hunting for free outlet, circuit or channel
• CPC Class Codes: H04Q 2213/13148 Maximum profit routing
• CPC Class Codes: H04Q 2213/13167 Redundant apparatus
• CPC Class Codes: H04Q 2213/13206 User-to-user signaling, UUS
• CPC Class Codes: H04Q 2213/13209 : ISDN
• CPC Class Codes: H04Q 2213/1322 : PBX
• CPC Class Codes: H04Q 2213/13288 : Closed user groups, CUG
• CPC Class Codes: H04Q 2213/13296 : Packet switching, X.25, frame relay
• CPC Class Codes: H04Q 2213/13349 : Network management
• CPC Class Codes: H04Q 2213/13377 : Recorded announcement
• CPC Class Codes: H04Q 2213/13389 : LAN, internet
• CPC Class Codes: H04Q 3/66 : Traffic distributors
• CPC Class Codes: H04Q 3/72 : Finding out and indicating number of calling subscriber

Abstract

A communications system and method for automatically making telephone routing decisions with "global authority" based upon information gathered in real time from the entire communications system and global optimization criteria. The present invention permits unified central control and management for the entire system.

Claims

1. A communications system, comprising at least one Internet network for interconnecting an Internet call and at least one agent system, said agent system including a plurality of workgroups, and a primary central controller for generating control signals to control said network and said agent system to optimally route and interconnect said call between said network and one workgroup of said agent system, said central controller being for generating said control signals based upon status messages received from said agent system, requested service data from said network, and optimization parameters, said communications system further comprising a database of caller-related information for being interfaced with said at least one agent system whereby to permit data exchange between said database and said at least one agent system.

2. A communications system according to claim 1, and further comprising, a local area network for interfacing said database with said at least one agent system.

3. A communications system according to claim 1, wherein said central controller is also for generating control signals for controlling said data exchange between said at least one agent system and said database.

4. A communications system according to claim 1, wherein said workgroups comprise a plurality of individual computer workstations connected together and to said database of caller-related information via a local area network for permitting data exchange among said workstations and said database.

5. A communications system according to claim 1, wherein said database includes transaction-related information associated with a caller placing said call.

6. A communications system according to claim 1, wherein said data exchange includes transmission of stored caller-related information from said database to said at least one agent system and transmission of updated caller-related information to said database from said at least one agent system.

7. A communications system according to claim 1, wherein said central controller is also for generating control signals for causing said communications system to prompt a caller placing said call for caller-identifying information, for causing said call to be interconnected to said one workgroup based upon said caller-identifying information, and for causing said database to transmit to said one workgroup said caller-related information based upon said caller-identifying information.

8. A communications system, comprising at least one Internet network for interconnecting an Internet call and at least one agent system, said agent system including a plurality of workgroups, and a primary central controller for generating control signals to control said network and said agent system to optimally route and interconnect said call between said network and one workgroup of said agent system, said central controller being for generating said control signals based upon status messages received from said agent system, requested service data from said network, and optimization parameters, wherein said at least one agent system includes a computer workstation for providing to a user of said workstation an indication of status of said call.

9. A communications system according to claim 8, wherein said computer workstation is for being connected to said call, and said workstation includes a graphical user interface for permitting a user of said workstation to control, at least in part, processing of said call in said communications system and for displaying specific called-related information obtained from a database containing said information.

10. A communications system according to claim 8, wherein said at least one agent system includes individual agent workstations and means for indicating to said central controller availability of said individual workstations to be connected to said call.

11. A communications system according to claim 10, wherein said indicating means includes means for preventing said agent workstations from changing their availability status.

12. A communications system according to claim 8, wherein said workstation is for transmitting to said user of said workstation a voice message in response to connection of said call to said one workgroup.

13. A communications system, comprising at least one Internet network for interconnecting an Internet call and at least one agent system, said agent system including a plurality of workgroups, and a primary central controller for generating control signals to control said network and said agent system to optimally route and interconnect said call between said network and one workgroup of said agent system, said central controller being for generating said control signals based upon status messages received from said agent system, requested service data from said network, and optimization parameters, so as to permit a caller placing said call to make a voiceless transaction with said at least one agent system via said call.

14. A communications system, comprising at least one Internet network for interconnecting an Internet call and at least one agent system, said agent system including a plurality of workgroups, and a primary central controller for generating control signals to control said network and said agent system to optimally route and interconnect said call between said network and one workgroup of said agent system, said central controller being for generating said control signals based upon status messages received from said agent system, requested service data from said network, and optimization parameters, wherein said central controller is also for controlling at least one node in said communications system so as to queue said call at said at least one node for further processing.

15. A communications system according to claim 14, wherein said at least one node includes a caller service.

16. A communications system according to claim 15, wherein said caller service includes a voice response unit, and said central controller is also for causing said voice response unit to prompt a caller placing said call to record a voice message in said voice response unit.

17. A communications system according to claim 14, wherein said at least one node includes said at least one agent system.

18. A communications system according to claim 14, wherein said at least one node includes said at least one network.

19. A communications system according to claim 14, wherein said central controller is also for causing a caller placing said call to be prompted to provide information while said call is being held at said at least one node.

20. A communications system according to claim 14, wherein said central controller is also for controlling said at least one node so as to conference said call with at least one other call.

21. A communications system according to claim 14, wherein said central controller is also for causing said communications system to supply music to said call while said call is being held at said node.

22. A communications system, comprising at least one Internet network for interconnecting an Internet call and at least one Internet agent system, said agent system including a plurality of workgroups, and a primary central controller for generating control signals to control said network and said agent system to optimally route said call between said network and one workgroup of said agent system, said controller being for generating said control signals based upon status messages received from said agent system, requested service data from said network, and optimization parameters stored at said central controller.

23. A communications system according to claim 22, wherein said at least one agent system includes an Internet server and at least one individual agent workstation connected together via a data exchange network.

24. A communications system according to claim 23, wherein said least one agent system also includes means for interfacing said at least one agent system to at least one telephone network so as to permit a telephone call made via said telephone network to be connected to said at least one agent system.

25. A communications system according to claim 24, wherein said telephone call includes a facsimile call and at least one agent system includes at least one agent workstation adapted for facsimile communication with said facsimile call.

26. A communications system according to claim 23, wherein said data exchange network includes said Internet network and at least one of said workgroups comprises an agent workstation connected to said server via said Internet network.

27. A communications system according to claim 23, wherein said data exchange network includes a local area network connecting said workgroups to said server.

28. A communications system according to claim 23, wherein at least one of said workgroups comprises an agent workstation for exchanging voice communication data with a caller placing said call via said Internet network.

29. A communications system according to claim 28, wherein said at least one agent system also includes means for interfacing said at least one agent system to at least one telephone network so as to permit a voice telephone call made via said telephone network to be connected to said at least one agent system, and said agent workstation is also adapted for voice communication with said voice call.

30. A communications system according to claim 22, and further comprising, at least one Internet service provider for being connected via said Internet network to said call so as to provide information of at least one type to a caller placing said call, and said central controller is also for supplying control signals to said service provider to control interconnection of said service provider and said call and the at least one type of information provided to said caller based upon said requested service data and status messages supplied to said central controller from said service provider.

31. A communications system according to claim 30, wherein said multi-media service provider includes at least one Internet multimedia service provider.

32. A communications system according to claim 30, wherein said at least one type of information is selected from the group consisting of:

graphical, video, textual, and audio information.

33. A communications system according to claim 30, wherein said central controller is also for generating control signals in response to status messages from said at least one agent system and said requested service data for causing said call to be disconnected from said service provider and to be connected to said at least one agent system.

34. A communications system according to claim 30, wherein said central controller is also for generating control signals in response to status messages from said service provider and requested service data for causing said call to be disconnected from said at least one agent system and to be connected to said service provider.

35. A communications system, and comprising, at least one telephone network for interconnecting at least one telephone call to at least one telephone call service, at least one Internet network for connecting an Internet call to at least one Internet call service, said call services and said telephone network being controlled by control signals supplied thereto from a primary central controller for generating said control signals so as to optimally route said telephone call between said telephone network and said telephone call service, and also so as to optimally connect said Internet call and said Internet call service, based upon status messages received from said call services, requested service data from said networks, and optimization parameters.

36. A communications system according to claim 35, wherein said call services comprise at least one telephone agent system, at least one Internet agent system, and at least one Internet multimedia service provider.

37. A communications system according to claim 35, wherein said call services are connected together via said Internet network and a telephone network/Internet network switching interface.

38. A communications system according to claim 35, wherein said caller services comprise at least one agent system including at least one agent workstation including voice processing means for permitting a user of said workstation to be able to verbally communicate with telephone and Internet callers placing said calls via said networks.

39. A communications system according to claim 38, wherein said voice processing means includes voice data compression/decompression means.

40. A communications system, comprising at least one Internet network for interconnecting an Internet call and at least one agent system, said agent system including a plurality of workgroups, and a primary central controller for generating control signals to control said network and said agent system to optimally route and interconnect said call between said network and one workgroup of said agent system, said central controller being for generating said control signals based upon status messages received from said agent system, requested service data from said network, and optimization parameters, said communications system also comprising, an Advanced Intelligent Network (AIN) Platform for requesting an alternate termination from said central controller in response to an AIN trigger from an original termination requested by said call.

41. A communications system according to claim 40, wherein said system further includes at least one network switch for being controlled by said central controller to connect said call to said alternate termination.

42. A communications system, comprising at least one Internet network for interconnecting an Internet call and at least one agent system, said agent system including a plurality of workgroups, and a primary central controller for generating control signals to control said network and said agent system to optimally route and interconnect said call between said network and one workgroup of said agent system, said central controller being for generating said control signals based upon status messages received from said agent system, requested service data from said network, and optimization parameters, wherein said agent system includes at least one private branch exchange (PBX) for being controlled by said central controller to connect said call to an individual agent.

43. A communications system according to claim 42, wherein said PBX is also for being controlled by said central controller to connect said call to an interactive voice response (IVR).

44. A communications system according to claim 43, wherein said IVR is adapted to receive from, transmit to, and process multiple calls from said PBX.

45. A communications system according to claim 42, wherein said agent system also includes an interactive voice response (IVR) and said PBX is also for transferring said call between said individual agent and said IVR.

46. A controller for use in a communications system, said communications system including at least one Internet network for interconnecting an Internet caller and at least one agent in an agent system, said controller comprising a control signal generator for generating control signals for controlling said network and said agent system so as to optimally route interconnection of said caller and said at least one agent through said network and agent system, said control signal generator being for generating said control signals based upon status messages from said agent system, requested service data from said network, and optimization parameters.

47. A controller according to claim 46, wherein said communications system comprises one network selected from the group consisting of:

a wide area network, a local area network, a telephone network, a private network, and a public network.

48. A controller for use in controlling a communications system, said communications system including at least one Internet network for interconnecting an Internet caller and at least one caller service, said controller comprising a control signal generator for generating control signals for controlling said network and said at least one caller service so as to optimally route interconnection of said caller and said at least one caller service through said network, said control signal generator being for generating said control signals based upon information from said at least one caller service, requested service data from said network, and optimization parameters.

49. A controller according to claim 48, wherein said communications system comprises one network selected from the group consisting of:

a wide area network, a local area network, a telephone network, a private network, and a public network.

50. A controller for use in controlling a communications system, said communications system including at least one Internet network for interconnecting an Internet caller and at least one private branch exchange, said controller comprising a control signal generator for generating control signals for controlling said network and said at least one private branch exchange so as to optimally route interconnection of said caller and said at least one private branch exchange through said network, said control signal generator being for generating said control signals based upon information from said at least one private branch exchange, requested service data from said network, and optimization parameters.

51. A controller according to claim 50, wherein said communications system comprises one network selected from the group consisting of:

a wide area network, a local area network, a telephone network, a private network, and a public network.