Communications system and interface circuit for interconnecting telephonic switch and agent computer

• US 5,923,747 A
• Filed: 09/27/1996
• Issued: 07/13/1999
• Est. Priority Date: 09/27/1996
• Status: Expired due to Term

• Current Assignee: Firstpoint Contact Technologies, LLC (Alvaria Incorporated)
• Original Assignee: Rockwell International Corporation
• Inventors: Van Berkum, Paul E., Gisby, Doug
• Primary Examiner(s): Wolinsky, Scott
• Application Number:
  US08/720,337
• Time in Patent Office: 1,019 Days
• Field of Search: 379/201, 379/202, 379/203, 379/204, 379/205, 379/206, 379/260, 379/261, 379/262, 379/263, 379/264, 379/265, 379/267, 379/395, 379/88, 379/67, 379/89, 379/88.2, 379/223, 370/260, 370/261, 370/262, 370/263, 370/264, 370/265, 370/266, 370/267
• US Class Current: 379/267
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements

Abstract

An interface circuit 104 provides audio and data communications between a telephonic switch 102 and an agent computer 106. The agent computer 106, telephonic switch 102 and interface circuit 104 are comprised by a communications system 100. The interface circuit 104 includes an integrated circuit 204 for receiving signals from, and transmitting signals to, the telephonic switch 102. A driver circuit 206 interconnects a data interface 200 in an agent terminal 112 to provide data communications from the integrated circuit 204 to the agent computer 106. An audio level control 208 provides audio communications between the integrated circuit 204 and the agent computer 106 and a headset.

Claims

1. An interface circuit for interfacing an agent computer and an agent headset with a telephonic switch, the interface circuit comprising:

switch means for receiving switch audio communications from the telephonic switch, for formatting the switch audio communications for proper receipt by the agent computer and the agent headset, said switch means having a first output for transmitting the formatted switch audio communications to the agent computer and a second output for transmitting the formatted switch audio communications to the agent headset;

terminal means having a first input for receiving terminal audio communications from the agent computer and a second input for receiving agent audio communications from the agent headset, for formatting the terminal audio communications and agent audio communications for proper receipt by the telephonic switch, and for transmitting the formatted terminal audio communications and agent audio communications to the telephonic switch;

data means for receiving switch data communications of a received call from the telephonic switch, for formatting the switch data communications for proper receipt by the agent computer, and for transmitting the formated switch data communications to the agent computer; and

agent audio mean for providing the formatted switch audio communications and the formatted terminal audio communications to the agent headset.

2. The interface circuit as recited in claim 1 further comprising:

a central processing circuit for controlling the switch means, the terminal means, the data and the agent audio means.

3. The interface circuit as recited in claim 1 wherein the data means further comprises:

means for transmitting data from the agent computer to the telephonic switch.

4. The interface circuit as recited in claim 1 further comprising;

an audio level control circuit for regulating audio levels of the formatted switch audio communications and the formatted terminal audio communications.

5. The interface circuit as recited in claim 4 further comprising:

a central processing circuit for selectively controlling the audio level control circuit.

6. The interface circuit as recited in claim 1 wherein the agent audio means comprises:

an audio level control circuit for adjusting signal levels of the formatted switch audio communications and the formatted terminal audio communications provided to the agent headset; and

a central processing circuit for selectively controlling the audio level control circuit.

7. A communications system comprising:

a telephonic switch for routing caller audio communications from a caller, and for;

transmitting data communications associated with the caller audio communications;

an agent unit comprising an agent form and an agent headset, the agent unit having a first input connected to the agent terminal for receiving a formatted version of the data communications, a second input connected to the agent terminal for receiving a formatted version of the caller audio communications, a third input connected to the agent headset for providing the caller audio communications to an agent positioned at the agent terminal, a first output for transmitting terminal audio communications from the agent terminal, and a second output for transmitting agent audio communications from the agent headset; and

an interface circuit inserted between the telephonic switch and the agent unit, the interface circuit for receiving the caller audio communications and the data communications from the telephonic switch, for transmitting the formatted data communications to the first input, for transmitting the formatted caller audio communications to the second and third inputs, for transmitting a formatted version of the terminal audio communications received from the first output to the telephonic switch, for transmitting the formatted terminal audio communications to the third input, and for transmitting a formatted version of the agent audio communications received from the second output to the telephonic switch.

8. The communications system as recited in claim 7 wherein the headset comprises:

a microphone for generating agent audio communications from the agent and for transmitting the agent audio communications to the interface circuit for transmission to the caller through the telephonic switch.

9. The communications system as recited in claim 7 wherein the interface circuit comprises:

switch means for receiving the caller audio communications from the telephonic switch, for formatting the caller audio communications for proper receipt by the agent terminal, and for transmitting the caller audio communications to the agent terminal; and

the terminal means for receiving terminal audio communications from the agent terminal for formatting the terminal audio communications for proper receipt by the telephonic switch, and for transmitting the terminal audio communications to the telephonic switch.

10. The communications system as recited in claim 9 wherein the interface, circuit comprises:

a central processing circuit for controlling the switch means and the terminal means.

11. The communications system as recited in claim 9 wherein the interface circuit comprises:

data transmitting means for transmitting data from the telephonic switch to the agent terminal and for transmitting data from the agent terminal to the telephonic switch.

12. The communications system as recited in claim 9 wherein the interface circuit comprises:

an audio level control circuit for regulating audio levels of the caller audio communications and the terminal audio communications.

13. The communications system as recited in claim 12 wherein the interface circuit comprises:

a central processing circuit for selectively controlling the audio level control circuit.

14. The communications system as recited in claim 9 wherein the interface circuit comprises:

agent audio means for providing the caller audio communications and the terminal audio communications to the agent.

15. The communications system as recited in claim 14 wherein the agent audio means comprises:

an audio level control circuit for adjusting signal levels of the caller audio communications and the terminal audio communications provided to the agent; and

a central processing circuit for selectively controlling the audio level control circuit.

16. The communications system as recited in claim 7 wherein the interface circuit comprises:

data means for transmitting data between the telephonic switch and the agent terminal.

17. The communications system as recited in claim 7 wherein the telephonic switch comprises an automatic call distributor.

18. A communications system comprising:

a telephonic switch for routing caller audio communications from a caller, and for transmitting data communications associated with the caller audio communications;

an agent computer for receiving a formatted version of the caller audio communications and a formatted version of the data communications, and for transmitting terminal audio communications;

agent audio means for receiving a formatted version of the caller audio communications and a formatted version of the terminal audio communications, and for transmitting agent audio communications; and

an interface circuit comprising;

means for receiving the caller audio communications from the telephonic switch;

means for formatting the caller audio communications for proper receipt by the agent computer and the agent audio means;

means for transmitting the formatted caller audio communications to the agent computer via a first output;

means for transmitting the formatted caller audio communications to the agent audio means via a second output;

means for receiving the terminal audio communications from the agent computer via a first input;

means for receiving the agent audio communications from the agent audio means via a second input;

means for formatting the terminal audio communications and the agent audio communications for proper receipt by the telephonic switch;

means for transmitting the formatted terminal audio communications and agent audio communications to the telephonic switch; and

means for transmitting the formatted terminal audio communications to the agent audio means via the second output.

19. The communication system as recited in claim 18, wherein the interface circuit further comprises:

means for receiving the data communication from the telephonic switch;

means for formatting the data communications for proper receipt by the agent computer; and

means for transmitting the formatted data communications to the agent computer via a third output.

20. The communications system as recited in claim 18 wherein the telephonic switch comprises an automatic call distributor.