Method and apparatus for providing an interactive home agent with access to call center functionality and resources

• US 5,960,073 A
• Filed: 09/30/1997
• Issued: 09/28/1999
• Est. Priority Date: 04/03/1997
• Status: Expired due to Term

• Current Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Original Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Inventors: Issayev, Valery, Kikinis, Dan, Bondarenko, Oleg, Shtivelman, Yuri
• Primary Examiner(s): Wolinsky, Scott
• Application Number:
  US08/940,712
• Time in Patent Office: 728 Days
• Field of Search: 379/265, 379/266, 379/309, 379/219, 379/220, 379/221, 379/211, 379/201, 379/93.17, 370/352
• US Class Current: 379/265.04
• CPC Class Codes: H04L 65/1069 Session establishment or de-establishment
• CPC Class Codes: H04L 65/1094 Inter-user-equipment sessions transfer or sharing
• 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: H04M 2201/38 Displays
• CPC Class Codes: H04M 2203/6018 Subscriber or terminal logon/logoff
• CPC Class Codes: H04M 3/42323 PBX's with CTI arrangements
• 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 3/5125 with remote located operators
• CPC Class Codes: H04M 3/5158 in combination with automated outdialling systems devices for signalling identity of wanted subscriber H04M1/26
• 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 3/523 with call distribution or queueing
• CPC Class Codes: H04M 7/0003 Interconnection between telephone networks and data networks
• CPC Class Codes: H04M 7/0033 Notification or handling of incoming calls by a computer
• 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 2213/13092 Scanning of subscriber lines, monitoring
• CPC Class Codes: H04Q 2213/13093 Personal computer, PC
• CPC Class Codes: H04Q 2213/13106 Microprocessor, CPU
• CPC Class Codes: H04Q 2213/13107 : Control equipment for a part of the connection, distributed control, co-processing
• CPC Class Codes: H04Q 2213/13141 : Hunting for free outlet, circuit or channel
• CPC Class Codes: H04Q 2213/13175 : Graphical user interface [GUI], WWW interface, visual indication
• CPC Class Codes: H04Q 2213/1322 : PBX
• CPC Class Codes: H04Q 2213/13345 : Intelligent networks, SCP
• CPC Class Codes: H04Q 2213/13378 : Speech recognition, speech analysis
• CPC Class Codes: H04Q 2213/13389 : LAN, internet
• CPC Class Codes: H04Q 2213/13399 : Virtual channel/circuits
• CPC Class Codes: H04Q 2213/13546 : Intelligent Peripheral
• CPC Class Codes: H04Q 3/0029 : Provisions for intelligent networking
• CPC Class Codes: H04Q 3/64 : Distributing or queueing
• CPC Class Codes: H04Q 3/72 : Finding out and indicating number of calling subscriber

Abstract

A call center system supports remote agent stations through a network by establishing a data link between a computer platform at the remote agent station and a CTI-processor connected to a telephony switch at the call center, and switching incoming calls from the call center to a telephone at the remote agent station while sending data pertaining to the calls via the data link to the computer platform at the remote agent station to be displayed. Data pertaining to calls is retrieved from a data base at the call center and sent via the data link to be displayed on a video display at the remote agent station. The data can include scripts for an agent at the remote station. Call center services are supported by cooperation between software at the CTI processor and the computer platform at the remote station. In one embodiment the data link, once established, is kept open while calls continue to be switched to the remote station. In another, after an initial log in, dial up is done from the remote station upon detecting calls from the call center by a TAPI compliant device, and a reduced log in is performed at the CTI processor to save time. In a third alternative, the CTI processor, via a modem bank adapted for dialing, establishes the data connection each time a call is switched from the call center to the remote station. A plurality of remote stations may be thus supported.

Claims

1. In a call center system including a call center having a switching apparatus connected to a Public Switched Telephone Network (PSTN), the switching apparatus enhanced by a Computer Telephony Integration (CTI) processor executing a CTI application, and including at least one Home Agent station remote from the call center and accessible through the PSTN, the Home Agent station having a telephone and a personal computer (PC) with separate voice and data channels in the PSTN for the telephone for voice communication and the PC for data communication, wherein the telephone has an integration link with the PC in a manner that the PC may monitor and control telephone functions, a method comprising steps of:

(a) accomplishing an initial log-in for the Home Agent station, enabling thereby use of a minimum log-in procedure for subsequent calls until log-off;

(b) receiving a voice call at the call center for service;

(c) determining by the CTI processor that the call should go to the Home Agent station;

(d) placing the voice call to the Home Agent station by dialing through the PSTN from the switching apparatus at the call center;

(e) in response to receiving the voice call at the Home Agent station, dialing the call center from the Home Agent station to establish a data channel using the minimum log-in procedure; and

(f) monitoring progress of the voice call and providing call center CTI services to the Home Agent station through the data channel, the PC and the integration link.

2. A call center system comprising:

a switching apparatus connected to a Public Switched Telephone Network (PSTN);

a Computer Telephony Integration (CTI) processor coupled to the switching apparatus and executing a CTI application; and

at least one Home Agent station remote from the call center and accessible through the PSTN, the Home Agent station having a telephone and a personal computer (PC) with separate voice and data channels in the PSTN for the telephone for voice communication and the PC for data communication, the telephone having an integration link with the PC in a manner that the PC may monitor and control telephone functions;

wherein upon an initial log-in for the Home Agent station, a minimum log-in procedure is established until log-off, and upon receiving a voice call at the switching apparatus and the CTI processor determining that the call should go to the Home Agent station, the CTI processor causes the switching apparatus to dial and connect the voice call to the Home Agent station, and after the call is answered at the Home Agent station the Home Agent station dials the call center establishing a data channel using the minimum log-in procedure, and wherein the CTI processor monitors progress of the voice call and provides call center CTI services to the Home Agent station through the data channel, the PC and the integration link.