Casual agent pool

• US 5,898,767 A
• Filed: 06/05/1997
• Issued: 04/27/1999
• Est. Priority Date: 06/05/1997
• Status: Expired due to Term

• Current Assignee: Intervoice Limited Partnership
• Original Assignee: Intervoice Limited Partnership
• Inventors: Cave, Ellis K.
• Primary Examiner(s): Zele, Krista
• Assistant Examiner(s): Appiah, Charles N.
• Application Number:
  US08/869,714
• Time in Patent Office: 691 Days
• Field of Search: 379/211, 379/214, 379/224, 379/216, 379/252, 379/266, 379/265, 379/268
• US Class Current: 379/211.03
• CPC Class Codes: H04M 2203/6018 Subscriber or terminal logon/logoff
• CPC Class Codes: H04M 3/02 Calling substations, e.g. by ringing selective calling H04Q
• CPC Class Codes: H04M 3/42314 in private branch exchanges
• CPC Class Codes: H04M 3/46 Arrangements for calling a number of substations in a predetermined sequence until an answer is obtained
• CPC Class Codes: H04M 3/465 Arrangements for simultaneously calling a number of substations until an answer is obtained
• CPC Class Codes: H04M 3/51 Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing
• 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 3/5232 Call distribution algorithms

Abstract

A casual agent pool is provided to facilitate the management of a light load of inbound calls to a calling center where many employees (agents) may optionally answer those calls as part of their work duties. Agents may transact other business while logged onto the pool, and are alerted to the presence of an incoming call by, for example, the telephone ringing or a computer screen message. Casual agents may then choose whether or not to take an inbound call, depending on their circumstances. The system thus optimizes call agent resources in lightly-loaded applications having many potential agents available, allowing agents to transact other business while being potentially available to take calls, thereby obviating the need to manage a dedicated agent pool.

Claims

1. A casual agent pool, comprising:

a switch disposed to receive incoming calls from remote callers;

a telephony server;

a plurality of agents each having a corresponding terminal;

each agent disposed to become a casual agent by notifying the telephony server of said agent'"'"'s availability to accept incoming calls on a selective basis;

each casual agent'"'"'s terminal having a closed audio path thereto while idle; and

the telephony server further comprising;

means for directing said incoming calls to casual agents'"'"' terminals according to a predetermined call distribution algorithm, wherein said predetermined call algorithm alerts selected logged-on casual agents according to a pattern selected from the group consisting of alerting a predetermined number of logged-on casual agents'"'"' terminals simultaneously and alerting selected logged-on casual agents'"'"' terminals in a cascading sequence;

means for alerting casual agents to whose terminals one of said incoming calls has been directed;

means for detecting when one of said alerted casual agents accepts one of said incoming calls on said selective basis; and

means for connecting, via the switch, said incoming call to said accepting casual agent, said means for connecting including means for establishing voice communication between said accepting casual agent and the remote caller initializing said accepted incoming call.

2. The casual agent pool of claim 1, in which the predetermined call distribution algorithm also alerts selected casual agents'"'"' terminals sequentially.

3. The casual agent pool of claim 1, in which the telephony server further comprises:

means for detecting when casual agents'"'"' terminals are busy; and

means for temporarily eliminating said busy casual agents'"'"' terminals from the predetermined call distribution algorithm.

4. The casual agent pool of claim 1, in which the means for alerting generates an audible signal.

5. The casual agent pool of claim 1, in which the means for alerting generates a visual signal.

6. The casual agent pool of claim 1, wherein said means for alerting casual agents comprises:

means for providing an alert distinctive to a casual agent pool call being pending.

7. A method for distributing incoming calls to agents who may take said calls on a casual basis, comprising the steps of:

(a) receiving incoming calls from remote callers through a switch;

(b) disposing a telephony server to control the incoming calls via the switch;

(c) providing a terminal to each of a plurality of agents;

(d) reclassifying agents as casual agents when said agents notify the telephony server of said agents'"'"' availability to accept incoming calls on a selective basis;

(e) maintaining a closed audio path to each casual agent'"'"'s terminal while idle, and

(f) managing each incoming call, said step (f) further comprising the substeps of;

(i) directing said incoming calls to idle casual agents'"'"' terminals according to a predetermined call distribution algorithm, wherein said predetermined call algorithm alerts selected logged-on casual agents according to a pattern selected from the group consisting of alerting a predetermined number of logged-on casual agents'"'"' terminals simultaneously and alerting selected logged-on casual agents'"'"' terminals in a cascading sequence;

(ii) alerting casual agents to whose terminal one of said incoming calls has been directed;

(iii) detecting when one of said casual agents whose terminals are idle accepts one of said incoming calls on said selective basis; and

(iv) connecting, via the switch, said incoming call to said accepting casual agent, said substep (f)(iv) including the substep of establishing voice communication between said accepting casual agent and the remote caller initializing said accepted incoming call.

8. The method of claim 7, in which the predetermined call distribution algorithm also alerts selected agents'"'"' terminals sequentially.

9. The method of claim 7, in which the means for alerting generates an audible signal.

10. The method of claim 7, in which the means for alerting generating a visual signal.

11. The method of claim 7, wherein said alerting step utilizes an alert to distinguish an incoming call directed to said casual agents'"'"' terminals by said managing step over other calls.

12. A casual agent pool, comprising:

a switch disposed to receive incoming calls from remote callers;

a telephony server;

a plurality of agents each having a corresponding terminal;

each agent disposed to become a casual agent by notifying the telephony server of said agent'"'"'s availability to accept incoming calls on a selective bases;

each casual agent'"'"'s terminal having a closed audio path while idle; and

the telephony server further comprising;

a computer program product having computer readable logic recorded thereon for distributing incoming calls to casual agents, the computer program product further comprising;

a computer-readable storage medium; and

a computer program stored thereon, the computer program further comprising;

means for directing said incoming calls to casual agents'"'"' terminals according to a predetermined call distribution algorithm, wherein said predetermined call algorithm alerts selected logged-on casual agents according to a pattern selected from the group consisting of alerting a predetermined number of logged-on casual agents'"'"' terminals simultaneously and alerting selected logged-on casual agents'"'"' terminals in a cascading sequence;

means for alerting casual agents to whose terminals one of said incoming calls has been directed;

means for detecting when one of said alerted casual agents accepts one of said incoming calls on said selective basis; and

means for establishing voice communication between said accepting casual agent and the remote call initializing said accepted incoming call.

13. The casual agent pool of claim 12, in which the predetermined call distribution algorithm also alerts selected casual agents'"'"' terminals sequentially.

14. The casual agent pool of claim 12, in which the computer program further comprises:

means for detecting when casual agents'"'"' terminals are busy; and

means for temporarily eliminating said busy casual agents'"'"' terminals from the predetermined call distribution algorithm.

15. The casual agent pool of claim 12, in which the means for alerting generates an audible signal.

16. The casual agent pool of claim 12, in which the means for alerting generates a visual signal.