Transaction center for processing customer transaction requests from alternative media sources

• US 5,903,877 A
• Filed: 09/30/1996
• Issued: 05/11/1999
• Est. Priority Date: 09/30/1996
• Status: Expired due to Term

• Current Assignee: Avaya Incorporated
• Original Assignee: Lucent Technologies, Inc. (Nokia Corporation)
• Inventors: Drapal, Myron Eugene, Horovitz, David Abraham, Foster, Robin Harris, Flockhart, Andrew Derek, Berkowitz, Patricia Ann
• Primary Examiner(s): MacDonald, Allen R.
• Assistant Examiner(s): Kanof, Pedro R.
• Application Number:
  US08/723,733
• Time in Patent Office: 953 Days
• Field of Search: 705/11, 705/7, 705/9, 705/16, 705/26, 364/468.15
• US Class Current: 705/7.15
• CPC Class Codes: G06Q 10/063114 Status monitoring or status determination for a person or group
• CPC Class Codes: G06Q 20/20 Point-of-sale [POS] network systems
• CPC Class Codes: G06Q 30/0617 Representative agent
• CPC Class Codes: H04M 2201/50 Telephonic communication in combination with video communication
• CPC Class Codes: H04M 2201/60 Medium conversion
• CPC Class Codes: H04M 2203/4536 Voicemail combined with text-based messaging
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements
• CPC Class Codes: H04M 3/5191 interacting with the Internet
• CPC Class Codes: H04M 3/5307 for recording messages comprising any combination of audio and non-audio components
• CPC Class Codes: H04M 3/533 Voice mail systems

Abstract

A transaction center including a transaction processing platform having an automatic call distribution system for queuing customer transaction requests, for choosing an appropriate service agent according to information gathered about the transaction requests, and for determining when the appropriate service agent is available. Also provided is a transaction request server for receiving and storing the transaction requests. In operation, the message is first received and stored by the transaction request server. Next, the presence of the message is detected and in response thereto a signal is sent to the transaction processing platform. Finally, the message is sent to the appropriate service agent in response to a signal from the transaction processing platform indicating that the appropriate service agent is available to service the transaction request.

Claims

1. A transaction center having a plurality of service agents for automatically servicing a plurality of transaction requests including transaction requests placed by proxy, the transaction center comprising:

(a) a transaction processing platform, said transaction processing platform having an automatic transaction distribution system for queuing said transaction requests, for choosing one of said plurality of service agents according to information gathered about said transaction requests, and for determining when said one of said plurality of service agents is available;

(b) a transaction request server for receiving and storing one of said transaction requests placed by proxy;

(c) means for detecting a presence of said one of said transaction requests;

(d) means responsive to a signal from said detecting means for indicating to said transaction processing platform that said one of said transaction requests has been received by said transaction request server; and

(e) means for sending said one of said transaction requests to said one of said plurality of service agents in response to a signal from said transaction processing platform indicating that said one of said plurality of service agents is available.

2. A transaction center according to claim 1, further comprising means for indicating to said transaction processing platform that said one of said plurality of service agents has completed said servicing of said one of said transaction requests.

3. A transaction center according to claim 1, wherein said transaction processing platform is a private branch exchange.

4. A transaction center according to claim 1, wherein said transaction request server is a multi-media messaging platform.

5. A transaction center according to claim 1, wherein said information gathered about said transaction requests is selectable and programmable.

6. A transaction center according to claim 1, wherein said information gathered about said transaction requests relates to a characteristic which aids in servicing said transaction requests.

7. A transaction center according to claim 1, wherein choosing one of said plurality of service agents is based upon programmed rules utilizing said information gathered about said transaction requests and information relating to said service agents.

8. A transaction center according to claim 1, further comprising means for measuring quantitative metrics relating to said service agents.

9. A transaction center according to claim 8, further comprising means for reporting said quantitative metrics.

10. A transaction center according to claim 1, further comprising means for measuring quantitative metrics relating to said servicing of said transaction requests.

11. A transaction center according to claim 10, further comprising means for reporting said quantitative metrics.

12. A transaction center having a plurality of service agents for automatically servicing a plurality of transaction requests including transaction requests placed by proxy, comprising:

(a) means for queuing said transaction requests and for choosing one of said plurality of service agents according to information gathered about said transaction requests;

(b) means for determining when said one of said plurality of service agents is available;

(c) means for receiving and storing one of said transaction requests placed by proxy;

(d) means for detecting the presence of said one of said transaction requests;

(e) means responsive to a signal from said detecting means for indicating to said queuing and choosing means that said one of said transaction requests has been received by said receiving and storing means; and

(f) means for sending said message to said one of said plurality of service agents in response to a signal from said determining means indicating that said one of said plurality of service agents is available.

13. A transaction center according to claim 12, wherein said information gathered about said transaction requests is selectable and programmable.

14. A transaction center according to claim 12, wherein said information gathered about said transaction requests relates to a characteristic which aids in said servicing of said transaction requests.

15. A transaction center according to claim 12, wherein said choosing is based upon programmed rules utilizing said information gathered about said transaction requests and information relating to said service agents.

16. A transaction center according to claim 12, wherein said queuing and choosing means and said determining means comprise a private branch exchange having an automatic call distribution system.

17. A transaction center according to claim 12, wherein said receiving and storing means is a multi-media messaging platform.

18. A transaction center according to claim 12, further comprising means for measuring quantitative metrics relating to said service agents.

19. A transaction center according to claim 18, further comprising means for reporting said quantitative metrics.

20. A transaction center according to claim 12, further comprising means for measuring quantitative metrics relating to said servicing of said transaction requests.

21. A transaction center according to claim 20, further comprising means for reporting said quantitative metrics.

22. A method of integrating a transaction request placed by proxy into a transaction center having a plurality of service agents for servicing a plurality of transaction requests, said transaction center having an automatic transaction distribution system for queuing said transaction requests, for choosing one of said plurality of service agents according to information gathered about said transaction requests, and for determining when said one of said plurality of service agents is available, said method comprising the steps of:

(a) receiving and storing said transaction request placed by proxy;

(b) detecting the presence of said transaction request;

(c) indicating to said automatic call distribution system that said transaction request has been received; and

(d) sending said transaction request to said one of said plurality of service agents in response to a signal from said automatic call distribution system indicating that said one of said plurality of service agents is available.

23. A method a according to claim 22, further comprising the step of indicating to said automatic call distribution system that said transaction request has been serviced.

24. A method according to claim 22, wherein said information gathered about said transaction request is selectable and programmable.

25. A method according to claim 22, further comprising the step of measuring quantitative metrics relating to said service agents.

26. A method according to claim 25, further comprising the step of reporting said quantitative metrics.

27. A method according to claim 22, further comprising the step of measuring quantitative metrics relating to said servicing of said transaction requests.

28. A method according to claim 27, further comprising the step of reporting said quantitative metrics.