Agent-initiated dynamic requeing of misrouted calls in call-routing systems

• US 5,963,632 A
• Filed: 02/10/1997
• Issued: 10/05/1999
• Est. Priority Date: 02/10/1997
• 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: Miloslavsky, Alec
• Primary Examiner(s): Zele, Krista
• Assistant Examiner(s): TIEU, BENNY QUOC
• Application Number:
  US08/797,419
• Time in Patent Office: 967 Days
• Field of Search: 379/265, 379/266, 379/309, 379/201, 379/207, 379/211, 379/212, 379/215, 379/219, 379/220
• US Class Current: 379/219
• 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 3/56 Arrangements for connecting several subscribers to a common circuit, i.e. affording conference facilities video conference systems H04N7/15
• CPC Class Codes: H04M 3/58 Arrangements for transferring received calls from one subscriber to another; Arrangements affording interim conversations between either the calling or the called party and a third party substation line holding circuits H04M1/80
• CPC Class Codes: H04M 7/00 Arrangements for interconnection between switching centres
• CPC Class Codes: H04Q 2213/13034 A/D conversion, code compression/expansion
• CPC Class Codes: H04Q 2213/13072 Sequence circuits for call signaling, ACD systems
• CPC Class Codes: H04Q 2213/13093 Personal computer, PC
• CPC Class Codes: H04Q 2213/13107 Control equipment for a part of the connection, distributed control, co-processing
• CPC Class Codes: H04Q 2213/13145 Rerouting upon failure
• CPC Class Codes: H04Q 2213/1322 PBX
• CPC Class Codes: H04Q 2213/1324 Conference call
• CPC Class Codes: H04Q 2213/1326 Consultation call, broker's call, call hold, toggling
• CPC Class Codes: H04Q 2213/1328 Call transfer, e.g. in PBX
• CPC Class Codes: H04Q 2213/13345 Intelligent networks, SCP
• CPC Class Codes: H04Q 2213/13349 Network management
• CPC Class Codes: H04Q 2213/13377 Recorded announcement
• CPC Class Codes: H04Q 2213/13389 LAN, internet
• CPC Class Codes: H04Q 3/0029 Provisions for intelligent networking
• CPC Class Codes: H04Q 3/66 Traffic distributors

Abstract

Apparatus and methods are provided for re-routing mis-routed calls in call-routing systems and call-in centers wherein provision is made for commands to be sent from an agent receiving a mis-routed call to a routing intelligence over a digital network connection, causing a mis-routed call to be inserted in a queue of calls to be routed ahead of calls received to be routed after the first call was mis-routed. In some embodiments the first agent may simply send back the mis-routed call to be requeued. In other instances the agent may confer with a second agent at a station to which the call is to be forwarded, before the caller is connected to the second agent. In still other instances the first agent, the second agent, and the caller may be conferenced together.

Claims

1. A telephone call-routing system for re-routing a first incoming call, comprising:

a first network-level telephony switching apparatus having a first telephony trunk for receiving and switching the incoming call;

a first Computer Telephony Integration (CTI) processor coupled to the first telephony switching apparatus;

a client-premises call center having a second telephony switching apparatus connected to individual telephones at a plurality of agent stations and to the first telephony switching apparatus by a telephony trunk; and

a second CTI processor connected to the second telephony switching apparatus by a CTI link, to the first CTI processor by a digital network link separate from the telephony trunk, and to computers at individual ones of the agent stations by a local area network (LAN);

wherein the first CTI processor controls queuing and routing of incoming calls, and responds to signals from a first agent received over the digital network link through the LAN and the second CTI processor to re-route the first incoming call previously routed to the first agent according to existing routing rules at the first CTI processor.

2. The call-routing system of claim 1 wherein the first CTI processor queues the re-routed first incoming call signaled by the first agent to be re-routed with priority ahead of a second incoming call received at the first telephony switching apparatus after the first incoming call.

3. The call-routing system of claim 1 wherein the first CTI processor in re-routing the first incoming call from the first agent to a second agent causes the first agent to be conferenced with the second agent before the re-routed call is connected to the second agent.

4. The call-routing system of claim 1 wherein the first CTI processor in re-routing the first incoming call from the first agent to a second agent causes the first agent, the second agent and the caller to be conferenced.