Call center integration with operator services databases

• US 5,987,116 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: Bosco, Joseph, Petrunka, Robert W.
• Primary Examiner(s): Wolinsky, Scott
• Application Number:
  US08/833,997
• Time in Patent Office: 949 Days
• Field of Search: 379/265, 379/266, 379/309, 379/93.23, 379/219, 379/220, 379/221, 379/229, 379/230, 379/211
• US Class Current: 379/265.13
• 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 allows service agents to service calls from customers. The system includes local customer switches, local agent switches, and a customer database connected to a network call center. The local customer switches direct calls to and from the customers and the local agent switches direct calls to and from the service agents. The customer database stores information regarding the customers sending the calls. The network call center receives a call from a first one of the customers, queries the customer database to retrieve customer information corresponding to the first customer, and concurrently routes the customer call and the corresponding customer information to one of the service agents.

Claims

1. A call servicing system for allowing service agents coupled to agent switches to service calls from customers coupled to customer switches, the system comprising:

a first customer database configured to store first information regarding the customers;

a second customer database configured to store second information, different from the first customer information, regarding the customers; and

a network call center connected to the customer switches, the agent switches, and the first and second customer databases, the network call center including

a high level switch that receives a call from a first one of the customers, that queries the first customer database to retrieve first customer information corresponding to the first customer, and that routes the customer call to a selected one of the service agents; and

an automatic call distribution (ACD) server that selects one of the service agents to handle the customer call based on the first customer information, that queries the second customer database to retrieve second customer information corresponding to the first customer, and that routes the second customer information concurrently with the routing of the customer call to the selected service agent to facilitate servicing of the customer call.

2. The system of claim 1, further comprising

at least one host computer connected to the network call center and the service agents, and

wherein the high level switch includes

means for routing the customer call to the selected service agent via one of the agent switches;

and

wherein the ACD server includes

means for sending the second customer information to the one service agent via the host computer.

3. A method for managing calls at a network call center coupled to first and second databases, the network call center including a network switch connected to an automatic call distribution (ACD) server, comprising the steps of:

receiving, at the network switch, a call from a customer requesting service;

querying a first database by the network switch to retrieve first customer information corresponding to the customer;

selecting, by the ACD server, a service agent that can process the customer call based on the first customer information;

querying a second database by the ACD server to retrieve second customer information corresponding to the customer;

sending the customer call from the network switch to the selected service agent; and

sending the second customer information concurrently with the customer call from the ACD server to the selected service agent to permit the selected service agent to expeditiously service the customer call.

4. The method of claim 3, further comprising the step of detecting, by the network switch, call information from the received customer call, and wherein the selecting step includes the substep of

determining a service agent that can process the customer call based on the detected call information and the first customer information.

5. A network call center for facilitating processing of service calls from customers coupled to customer switches by service agents coupled to agent switches, the network call center comprising:

a network switch connected to the customer switches and to the agent switches, the network switch including

means for receiving the service calls from the customers,

means for detecting call information from the service calls,

means for querying a first database to retrieve first customer information regarding the customers, and

means for routing the service calls to the service agents via the agent switches; and

an Automatic Call Distribution (ACD) server, connected to the network switch, and including

means for receiving the call information and the first customer information from the network switch,

means for queuing the service calls,

means for querying a second database to retrieve second customer information corresponding to the service calls,

means for controlling the routing of the service calls by the network switch, and

means for sending the second customer information to the service agents to facilitate processing of the service calls.

6. The network call center of claim 5, wherein the ACD server includes

means for sending the second customer information to one of the service agents substantially concurrently with the network switch routing a corresponding one of the service calls to the one service agent.

7. In a network for routing calls from customers coupled to customer switches to service agents coupled to agent switches, an Automatic Call Distribution (ACD) server controlling a network switch coupled to the customer and agent switches, and comprising:

means for receiving call information and first customer information from the network switch, the call information being information detected by the network switch regarding a call received from one of the customers, the first customer information being information obtained from a first database by the network switch corresponding to the customer;

means for querying a second database to retrieve second customer information, different from the first customer information;

means for determining one of the service agents that can service the call using the call information and the first customer information;

means for generating a data message including the second customer information;

means for sending the data message to the determined service agent; and

means for instructing the network switch to route the call to the determined service agent via a corresponding one of the agent switches.

8. The ACD server of claim 7, wherein the sending means includes

means for sending the data message to the determined service agent substantially concurrently with the network switch routing the call to the determined service agent.

9. A method for routing calls from customers coupled to customer switches to service agents coupled to agent switches, an Automatic Call Distribution (ACD) server controlling a network switch coupled to the customer and agent switches, the method executed by the ACD server and comprising the steps of:

receiving call information and first customer information from the network switch, the call information being information detected by the network switch regarding a call received from one of the customers, the first customer information being information obtained from a first database by the network switch corresponding to the customer;

querying a second database to retrieve second customer information, different from the first customer information;

determining one of the service agents that can service the call using the call information and the first customer information;

generating a data message including the second customer information;

sending the data message to the determined service agent; and

instructing the network switch to route the call to the determined service agent via a corresponding one of the agent switches.

10. The method of claim 9, wherein the sending step includes the substep of

sending the data message to the determined service agent substantially concurrently with the network switch routing the call to the determined service agent.