Systems and methods for servicing calls by service agents connected via standard telephone lines

• US 5,987,115 A
• Filed: 04/11/1997
• Issued: 11/16/1999
• Est. Priority Date: 12/03/1996
• Status: Expired due to Term

• Current Assignee: Avaya Incorporated
• Original Assignee: Northern Telecom Limited (Nortel Networks Corporation)
• Inventors: Smith, Robert L., Petrunka, Robert W.
• Primary Examiner(s): Wolinsky, Scott
• Application Number:
  US08/833,990
• Time in Patent Office: 949 Days
• Field of Search: 379/265, 379/266, 379/309, 379/112, 379/113, 379/114, 379/115, 379/201, 379/211, 379/219, 379/220, 379/221, 379/88.18, 379/229, 379/230
• US Class Current: 379/265.04
• CPC Class Codes: H04M 3/42297 with number portability
• CPC Class Codes: H04M 3/493 Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals
• CPC Class Codes: H04M 3/4931 Directory assistance systems
• CPC Class Codes: H04M 3/5125 with remote located operators
• CPC Class Codes: H04M 3/523 with call distribution or queueing
• CPC Class Codes: H04Q 11/0435 Details
• 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 2213/13091 CLI, identification of calling line
• CPC Class Codes: H04Q 2213/13095 PIN / Access code, authentication
• CPC Class Codes: H04Q 2213/13097 Numbering, addressing
• CPC Class Codes: H04Q 2213/13102 Common translator
• CPC Class Codes: H04Q 2213/13103 Memory
• CPC Class Codes: H04Q 2213/13141 Hunting for free outlet, circuit or channel
• CPC Class Codes: H04Q 2213/1322 PBX
• CPC Class Codes: H04Q 2213/13224 Off-net subscriber, dial in to/out from network, teleworking
• CPC Class Codes: H04Q 2213/1328 Call transfer, e.g. in PBX
• CPC Class Codes: H04Q 2213/13282 Call forward, follow-me, call diversion
• 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

A call servicing system facilitates the servicing of customer calls by service agents. The call servicing system includes local customer switches, local agents switches, a network switch, and an Automatic Call Distribution (ACD) server. The local customer switches direct calls to and from the customers and the local agent switches direct calls to and from the service agents. Remote service agents connect to the local agent switches using a single standard telephone line. The network receives a call from one of the customers, detects information from the customer call, and routes the customer call to a remote service agent over the single standard telephone line. The ACD server receives the detected information from the network switch, determines that the remote service agent can service the customer call, and controls the network switch to route the customer call to the remote service agent over the single standard telephone line.

Claims

1. A method of servicing calls by a network call center having a network switch connected to an Automatic Call Distribution (ACD) server, the network call center connecting to at least one of a plurality of agent terminals via at least one of a plurality of local agent switches without ACD functionality and a telephone network only over a first standard telephone line, the method comprising:

receiving, at the network-switch, a log-in request from the one agent terminal over the first standard telephone line via the one local agent switch and the telephone network;

interacting with the one agent terminal using telephone signaling over the first standard telephone line to service the log-in request;

receiving, at the network switch, a call requesting service from a customer terminal over a second standard telephone line via a local customer switch and the telephone network;

determining, by the ACD server, the one agent terminal to service the call based on a data session between the network switch and the ACD server;

establishing a connection between the customer terminal and the one agent terminal;

dropping the connection to the customer terminal when the customer terminal terminates the call; and

maintaining the connection to the one agent terminal, after dropping the connection to the customer terminal, to permit the one agent terminal to perform post-call work.

2. The method of claim 1, wherein the receiving a call requesting service includes

detecting, at the network switch, information from the call.

3. The method of claim 2, wherein the determining the one agent terminal includes

selecting the one agent terminal using the detected information.

4. The method of claim 1, further comprising:

identifying, by the network switch, that the call requires service by the ACD server; and

establishing a data session between the network switch and the ACD server when the call has been identified as requiring service by the ACD server.

5. The method of claim 1 wherein the network call center further includes an interactive voice response (IVR) unit connected to the network switch and the ACD server;

and wherein the interacting with the one agent terminal includes

prompting, by the IVR unit, the one agent terminal for agent information to authenticate the one agent terminal.

6. A network call center that processes calls in a telephone network having a plurality of customer terminals coupled to a plurality of local customer switches and a plurality of agent terminals coupled to a plurality of local agent switches, the network call center connecting to at least one of the agent terminals via at least one of the local agent switches without Automatic Call Distribution (ACD) functionality and the telephone network only over a first standard telephone line and at least one of the customer terminals connecting to at least one of the local customer switches that has no ACD functionality over a second standard telephone line, the network call center comprising:

an interactive voice response unit that interacts with the at least one agent terminal using telephone signaling over the first standard telephone line to gather information regarding a status of the at least one agent terminal;

a high level switch that receives a call requesting service from one of the customer terminals over the second standard telephone line via one of the local customer switches, that routes the call to one of the agent terminals to establish a connection from the one customer terminal to the one agent terminal, and that drops the connection to the one customer terminal while maintaining the connection to the one agent terminal when the one customer terminal terminates the call; and

an ACD server that determines the one agent terminal to service the call based on a data session between the high level switch and the ACD server, and that controls the high level switch to route the call to the one agent terminal.

7. The network call center of claim 6, wherein the high level switch includes

means for detecting information from the call.

8. The network call center of claim 7, wherein the ACD server includes

means for selecting the one agent terminal using the detected information.

9. The network call center of claim 6, wherein the high level switch includes

means for identifying that the call requires service by the ACD server;

and

means for establishing a data session between the high level switch and the ACD server when the call has been identified as requiring service by the ACD server.