Agent-initiated dynamic requeing

• US 5,991,392 A
• Filed: 06/20/1997
• Issued: 11/23/1999
• 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:
  US08/879,571
• Time in Patent Office: 886 Days
• Field of Search: 379/265, 379/266, 379/309, 379/201, 379/207, 379/211, 379/212, 379/215
• US Class Current: 379/265.02
• 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 67/306 User profiles
• CPC Class Codes: H04M 2203/551 Call history recording a computer conference H04L12/1831
• CPC Class Codes: H04M 2207/12 intelligent networks
• CPC Class Codes: H04M 3/12 Marking faulty circuits "busy"; Enabling equipment to disengage itself from faulty circuits ; Using redundant circuits; Response of a circuit, apparatus or system to an error
• CPC Class Codes: H04M 3/36 Statistical metering, e.g. recording occasions when traffic exceeds capacity of trunks
• CPC Class Codes: H04M 3/367 Traffic or load control
• 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 3/5166 in combination with interactive voice response systems or voice portals, e.g. as front-ends
• 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 3/5232 Call distribution algorithms
• CPC Class Codes: H04M 3/5233 Operator skill based call distribution
• CPC Class Codes: H04M 3/5236 Sequential or circular distribution
• CPC Class Codes: H04M 3/5237 Interconnection arrangements between ACD systems
• CPC Class Codes: H04M 3/5238 with waiting time or load prediction arrangements
• CPC Class Codes: H04M 3/54 Arrangements for diverting calls for one subscriber to another predetermined subscriber based on the calling party profile H04M3/42059; based on location H04M3/42348; based on presence H04M3/42365; to voice mail H04M3/53308
• 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: H04M 7/006 : Networks other than PSTN/ISDN providing telephone service, e.g. Voice over Internet Protocol (VoIP) , including next generation networks with a packet-switched transport layer H04L65/00 takes precedence; aspects not specific to the type of network H04M3/00; special services in those networks H04M3/42
• 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
• 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 2213/13093 : Personal computer, PC
• CPC Class Codes: H04Q 2213/13103 : Memory
• CPC Class Codes: H04Q 2213/13106 : Microprocessor, CPU
• CPC Class Codes: H04Q 2213/13141 : Hunting for free outlet, circuit or channel
• CPC Class Codes: H04Q 2213/13145 : Rerouting upon failure
• CPC Class Codes: H04Q 2213/13164 : Traffic (registration, measurement,...)
• CPC Class Codes: H04Q 2213/13174 : Data transmission, file transfer
• CPC Class Codes: H04Q 2213/13204 : Protocols
• CPC Class Codes: H04Q 2213/1322 : PBX
• CPC Class Codes: H04Q 2213/13282 : Call forward, follow-me, call diversion
• CPC Class Codes: H04Q 2213/13299 : Bus
• CPC Class Codes: H04Q 2213/13345 : Intelligent networks, SCP
• CPC Class Codes: H04Q 2213/13349 : Network management
• CPC Class Codes: H04Q 2213/1336 : Synchronisation
• CPC Class Codes: H04Q 2213/13389 : LAN, internet
• CPC Class Codes: H04Q 3/0029 : Provisions for intelligent networking
• CPC Class Codes: H04Q 3/0045 : involving hybrid, i.e. a mixture of public and private, or multi-vendor systems
• CPC Class Codes: H04Q 3/64 : Distributing or queueing
• 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 telephony call-routing system comprising:

a first network level telephony switch having a first telephony trunk adapted for routing an incoming call from a caller to individual agents at individual ones of remote telephone stations; and

a processor system coupled to the first network level telephony switch and coupled to the remote telephone stations by a digital network link separate from the first telephony trunk;

wherein the processor system is adapted to control queuing and routing of the incoming calls, and to respond to signals received over the digital network link from a first agent to re-route a call previously routed to the first agent at a first one of the remote telephone stations by inserting the previously routed call into a queue at the same network level telephony switch that originally routed the call with priority ahead of calls incoming after the first call was originally routed.

2. The call-routing system of claim 1 wherein the digital network link is a TCP/IP link.

3. The call-routing system of claim 1 wherein the processor system is further adapted to re-route the returned call in response to signals received over the digital network link by causing the first agent at the first one of the remote telephone stations to be connected to a second agent at a second one of the remote telephone stations prior to the caller being connected to the second agent.

4. The call-routing system of claim 1 wherein the processor system is further adapted in response to signals received over the digital network link to conference the first agent at the first one of the remote telephone stations with a second agent at a second one of the remote telephone stations together with the caller.

5. A call-in center comprising:

a telephony switch having a first telephony trunk adapted for receiving calls and serving a plurality of telephone workstations to which it may switch calls received; and

a Computer Telephony Integration (CTI) server connected by a first high-speed digital link to the telephony switch and having a second digital network connection separate from the first telephony trunk to remote network-level digital processors;

wherein the CTI server is adapted to respond to first signals provided by a first agent at a first one of the telephone workstations to send second signals over the second digital network connection commanding one of the remote digital processors to reroute a call first routed to the first one of the telephone workstations by sending the call back to whatever network level system originally routed the call to be re-routed.

6. The call-in center of claim 5 wherein the second signals comprise commands to the remote processor to requeue the call first routed with priority.

7. The call-in center of claim 5 wherein the second signals comprise commands to the remote digital processor to reroute the call first routed to a second agent at a second call-in center, allowing the first agent to confer with the second agent before the caller is connected to the second agent.

8. The call-in center of claim 5 wherein the second signals comprise commands to the remote digital processor to reroute the first call routed.

9. In a system adapted for routing an incoming call from a caller to individual agents at individual ones of remote telephone stations, a method for re-routing a call mis-routed to a first agent at a first one of the remote telephone stations, comprising steps of:

(a) receiving agent initiated signals from the first agent at one of the remote telephone stations over a digital network link from a Computer Telephony Integration (CTI) server connected to a first telephony switch at a call-in center to which the mis-routed call is first routed; and

(b) in response to the signals received, requeueing the call in a routing queue at a position ahead of calls received to be routed after the mis-routed call was first received.

10. The method of claim 9 wherein the re-routed call is routed to a second agent at a second one of the remote telephone stations, allowing the first agent to confer with the second agent before the caller is connected to the second agent.

11. The method of claim 9 wherein the re-routed call is routed to a second agent at a second one of the remote telephone stations, conferencing the first agent, the second agent, and the caller.

12. In a call-in center comprising a first telephony switch having a telephony trunk for receiving calls and serving a plurality of telephone workstations to which it may switch calls received, and a Computer Telephony Integration (CTI) server connected by a first high speed digital link to the telephony switch and having a second digital network link to remote digital processors, a method for re-routing a call mis-routed to a first agent at a first one of the plurality of telephone stations, comprising steps of:

(a) receiving by the CTI server a signal from the first agent after receipt of the mis-routed call; and

(b) in response to the first signal, sending a second signal over the digital network link to one of the remote digital processors, wherein the second signal comprises commands to the remote digital processor to insert the call into a queue of calls to be routed ahead of calls received after the mis-routed call was first routed.

13. The method of claim 12 wherein the second signal comprises commands to the remote digital processor to reroute the call first routed to a second agent, allowing the first agent to confer with the second agent before the caller is connected to the second agent.

14. The call-in center of claim 12 wherein the second signal comprises commands to the remote digital processor to reroute the call first routed to a second agent, conferencing the first agent, the second agent, and the caller.