Communications system and method for operating same

• US 5,878,130 A
• Filed: 04/28/1998
• Issued: 03/02/1999
• 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:
  US09/067,809
• Time in Patent Office: 308 Days
• Field of Search: 379/265, 379/266, 379/309, 379/219, 379/220, 379/221, 370/351, 370/352, 370/353, 370/354, 370/355, 370/356, 370/401, 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 connecting at least one individual agent of a plurality of individual agents in an agent system to an Internet caller, and a primary central controller for generating control signals to control said network and said agent system so as to optimally route connection of said at least one individual agent to said caller through said network and said agent system, said central controller being for generating said control signals based upon requested service data from said network and optimization parameters.

2. A communications system as claimed in claim 1, said 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.

3. A communications system according to claim 2, 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 2, wherein said agent system includes a plurality of workgroups, 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 4, wherein said computer workstation is for being connected to a 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 caller-related information from said database of said information.

6. A communications system according to claim 4, wherein said workstation is for transmitting to a user of said workstation a voice message in response to connection of a call to said one workgroup.

7. A communications system according to claim 1, wherein at least one Internet service provider is being connected via said Internet network to said caller so as to provide information of at least one type to said caller placing a 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.

8. A communications system according to claim 7, 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.

9. A communications system according to claim 1, wherein said agent system includes at least one (Private Branch Exchange) PBX for being controlled by said central controller to connect a call to an individual agent.

10. A communications system according to claim 9, wherein said agent system also includes an IVR (Interactive Voice Response System) and said PBX is also for transferring said call between said individual agent and said IVR.

11. A communications system according to claim 1, said control signal generator being for generating said control signals based upon requested service data from said network, and said optimization parameters.

12. A communications system according to claim 1, wherein said at least one network 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.

13. A communications system according to claim 1, 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 caller.

14. A communications interface according to claim 1, further comprising at least one open switching matrix, said matrix and said network being controlled by control signals generated by said central controller so as to optimally route a call through said network and said switching matrix to at least one end termination, said central controller generating control signals based on status messages from said network, switching network, end termination, requested service data from said call, and optimization criteria.

15. A communications system as claimed in claim 14, and further comprising, an interface for interfacing said matrix and said end termination to said central controller whereby to permit transmission of control signals from said central controller to said matrix and end termination, and whereby to gather status messages from said network, matrix, and end termination for transmission to said central controller.

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

17. A communications system according to claim 16, 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.

18. A communications system according to claim 17, 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.

19. A communications system according to claim 18, 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.

20. A communications system according to claim 17, 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.

21. A communications system according to claim 17, wherein said data exchange network includes a local area network connecting said workgroups to said server.

22. A communications system according to claim 17, 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.

23. A communications system according to claim 22, 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.

24. A communications system according to claim 16, 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.

25. A communications system according to claim 24, wherein said multi-media service provider includes at least one Internet multimedia service provider.

26. A communications system according to claim 24, wherein said at least one type of information is selected from the group consisting of:

graphical, video, textual, and audio information.

27. A communications system according to claim 24, 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.

28. A communications system according to claim 24, 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.