System and method for establishing a real-time agent pool between computer systems

• US 5,958,014 A
• Filed: 09/24/1996
• Issued: 09/28/1999
• Est. Priority Date: 09/24/1996
• Status: Expired due to Term

• Current Assignee: Intervoice Limited Partnership
• Original Assignee: Intervoice Limited Partnership
• Inventors: Cave, Ellis K.
• Primary Examiner(s): Rinehart, Mark H.
• Application Number:
  US08/719,162
• Time in Patent Office: 1,099 Days
• Field of Search: 395/200.32, 395/200.34, 395/200.37, 395/200.57, 395/200.59, 395/200.69, 395/200.35, 379/93.09, 379/93.12, 370/270, 709/204, 709/205, 709/229
• US Class Current: 709/229
• CPC Class Codes: H04L 12/1813 for computer conferences, e.g. chat rooms instant messaging H04L51/04; protocols for multimedia communication H04L65/1101; arrangements for multi-party communication H04L65/403; telephonic conference arrangements H04M3/56; television conference systems H04N7/15
• CPC Class Codes: H04L 65/1069 Session establishment or de-establishment
• CPC Class Codes: H04L 65/1101 Session protocols
• CPC Class Codes: H04L 65/401 wherein the services involve a main real-time session and one or more additional parallel real-time or time sensitive sessions, e.g. white board sharing or spawning of a subconference
• CPC Class Codes: H04L 9/40 Network security protocols
• CPC Class Codes: H04M 3/42323 PBX's with CTI arrangements
• CPC Class Codes: H04M 3/48 Arrangements for recalling a calling subscriber when the wanted subscriber ceases to be busy
• 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 3/523 with call distribution or queueing
• CPC Class Codes: H04M 7/0036 where the data service is an information service
• CPC Class Codes: H04M 7/0039 where the data service is provided by a stream of packets which are rendered in real time by the receiving terminal network streaming of media packets H04L65/60
• CPC Class Codes: H04M 7/0045 where the text-based messaging service is an instant messaging service
• 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

Abstract

A system and method for establishing a data connection between a computer and a live agent selected from an agent pool. A computer user uses the computer to connect via a network with an information server. While browsing information on the server, the customer can request to speak with an unspecified live agent. An agent queuing manager receives the customer'"'"'s request and selects an appropriate live agent from a continuously updated pool of available agents. Then, the agent queuing manager establishes a data connection between the live agent and the customer. The data connection is preferably an audio connection, although a real time text "chat" mode is also available. The agent queuing manager maintains the agent pool by monitoring when agents log in and out of agent terminals, as well as when the agents are engaged with a computer user.

Claims

1. A system for the real-time exchange of information between a computer user and an agent associated with a selected data source of a plurality of data sources over a common access data link, said system comprising:

means for maintaining an agent pool associated with the selected data source, wherein the agent pool comprises one or more agents;

means for logging agents into the agent pool;

means for logging agents out of the agent pool;

means under selective control of the computer user for exchanging data between the user and the selected one of the plurality of data sources;

means for communicating from the user to the selected data source that the user desires to establish a bi-directional data link from the user to the agent for the exchange of data between the user and the agent; and

means responsive to receipt of a communicated desire for a bi-directional data link for establishing such a link from the user to an agent selected as a function of the particular data source currently selected by the user.

2. The system of claim 1, wherein the maintaining means updates the agent pool substantially concurrent with the agents logging into the agent pool and out of the agent pool.

3. The system of claim 1, further comprising:

means for maintaining a data base associating particular agents of said agent pool with a particular data source selectable by the user.

4. The system of claim 1, wherein the bi-direction data link exchanges data representing audio signals.

5. The system of claim 1, wherein the bi-directional data link exchanges data representing text.

6. The system of claim 1, further comprising:

a plurality of agents associated with the selected data source; and

wherein the establishing means includes means for selecting an available one of the plurality of agents.

7. The system of claim 6, wherein the means for selecting comprises:

means for selecting an agent according to a predetermined method.

8. The system of claim 7, wherein the predetermined method selects the longest idle agent.

9. The system of claim 7, wherein the predetermined method selects the agent based upon the user'"'"'s history of selections.

10. A method of communicating between a PC user and an available agent selected from among a plurality of different agent pools, each such agent pool associated with a particular data source, the method comprising the steps of:

establishing a data exchange relationship from the user to a selected data source over a data link, wherein said data link provides common access for said user, said selected data source, and said available agent;

receiving over said data link, from the selected data source, a menu of choices, one of the choices being a bi-directional data exchange;

selecting an available agent from said agent pool associated with the selected data source in response to the selection by the user of the menu choice indicating a bi-direction data exchange, said selection by the user being received by said selected data source over said data link;

wherein said step of selecting includes

determining if the agent from the agent pool associated with the selected data source is available, and

selecting the agent from the agent pool associated with the selected data source if the agent is determined to be available;

wherein if it is determined that no agent is immediately available, presenting alternative choices to the user regarding said selection of the menu choice indicating bi-direction data exchange.

11. The method of claim 10, further comprising the step of:

sending data between the selected agent and the user.

12. The method of claim 11, wherein said sending data between the selected agent and user is substantially real time.

13. The method of claim 11, wherein the data is sent in at least one direction over the common access data link.

14. The method of claim 11, wherein the data is audio data.

15. The method of claim 14, wherein the audio data is compressed.

16. The method of claim 11, wherein the data is text.

17. The method of claim 11, wherein the data is selected from the group consisting of:

text, audio, video, and graphics.

18. The method of claim 10, wherein the agents are connected to the common access data link via a private network serving only the agents.

19. The method of claim 10, wherein the selecting step comprises the steps of:

measuring usage from different users to the agent pool; and

adjusting the number of agents in the agent pool in accordance with the measured usage.

20. The method of claim 19, further comprising the step of:

adding agents from remote locations over the common access data link to the agent pool.

21. The method of claim 10, wherein said step of presenting alternative choices to the user regarding said selection of the menu choice indicating bi-direction data exchange further comprises:

one of the alternative choices being requesting an agent call back.

22. The method of claim 10, wherein said step of presenting alternative choices to the user regarding said selection of the menu choice indicating bi-direction data exchange further comprises:

one of the alternative choices being waiting on the next available agent.

23. A system for establishing real-time communication between a computer user and an agent via the Internet, comprising:

means for presenting the user with an option to communicate with an unspecified agent via a computer;

means, responsive to the selection of the option, for selecting the unspecified agent from an agent pool comprising a plurality of agents;

wherein the means for selecting comprises

means for maintaining the agent pool,

means for determining available agents in the agent pool, and

means for choosing the agent from the available agents;

means for establishing a real-time data communications link via the Internet between the selected agent and the computer user, wherein said real-time data communications link provides common access for said user, a selected data source, and said selected agent.

24. The system of claim 23, wherein the means for presenting comprises:

means for transmitting information to the user including the option to communicate with the unspecified agent;

means for receiving information from the user, wherein the information indicates whether the option to communicate with the unspecified agent has been selected.

25. The system of claim 24, wherein the means for presenting comprises a web server and the transmitted information comprises a HTML document.

26. The system of claim 23, wherein the means for maintaining the agent pool comprises:

means for allowing the agent to log on;

means for verifying the agent during log on;

means for adding the verified agent to the agent pool;

means for allowing the agent to log off;

means for removing the logged off agent from the agent pool.

27. The system of claim 26, wherein the maintaining means further comprise means for indicating a context to which the agent is to be associated.

28. The system of claim 26, wherein the adding means operates substantially concurrent with the agent logging on.

29. The system of claim 26, wherein the removing means operates substantially concurrent with the agent logging off.

30. The system of claim 23, wherein the means for determining available agents comprises:

means for determining a context of the user;

wherein the determination of available agents depends upon the context.

31. The system of claim 23, wherein the means for determining available agents comprises:

means for determining whether any agents in the pool are free;

means for handling the user if no agents in the pool are free.

32. The system of claim 31, wherein the means for handling comprises:

means for holding the user until an agent becomes free.

33. The system of claim 31, wherein the means for handling comprises:

means for contacting the user when an agent becomes free.

34. The system of claim 23, wherein the means for choosing the agent comprises:

means for determining the longest idle agent; and

means for choosing the longest idle agent.

35. The system of claim 23, wherein the means for choosing the agent comprises:

means for storing the user'"'"'s history of agent requests; and

means for choosing the agent based upon the user'"'"'s history of agent requests.

36. The system of claim 23, wherein the means for establishing comprises:

means for establishing a digital audio communications link.

37. The system of claim 23, wherein the means for establishing comprises:

means for establishing a text communications link.

38. The system of claim 23, wherein the means for establishing comprises:

means for establishing a video communications link.

39. A system for real-time exchange of audio communications between a computer user and an unspecified agent of a plurality of agents associated with a selected data source of a plurality of data sources assessable over a computer network, said system comprising:

means for logging an agent of plurality of agents onto and off of the system;

means for associating an agent logged onto the system with a data source of the plurality of data sources accessible over the computer network;

means for maintaining an agent pool of agents currently logged onto the system and associated with selected data sources of the plurality of data sources;

means for adding agents to the agent pool substantially concurrent with the agents logging onto the system;

means for removing agents from the agent pool substantially concurrent with the agents logging off of the system;

means for determining agents of the agent pool available for audio communication with the computer user;

means under selective control of the computer user for exchanging data between the user and the selected data source of the plurality of data sources;

means for communicating from the user to the selected data source that the user desires to establish a bi-directional audio communication link between the user and the unspecified agent; and

means responsive to receipt of the communicated desire for a bi-directional audio communication link for establishing such a link between the user and an available agent of the agent pool associated with the particular data source currently selected by the user.