Method and apparatus for call distribution and override with priority

• US 6,044,146 A
• Filed: 02/17/1998
• Issued: 03/28/2000
• Est. Priority Date: 02/17/1998
• 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: Gisby, Douglas, Cronin, Paul
• Primary Examiner(s): Pham, Chi H.
• Assistant Examiner(s): Tran, Maikhanh
• Application Number:
  US09/024,825
• Time in Patent Office: 770 Days
• Field of Search: 379/265, 379/266, 379/309, 379/38, 370/412, 370/444, 370/352
• US Class Current: 379/266.02
• CPC Class Codes: H04L 9/40 Network security protocols
• CPC Class Codes: H04M 2201/50 Telephonic communication in combination with video communication
• CPC Class Codes: H04M 2207/12 intelligent networks
• CPC Class Codes: H04M 3/42323 PBX's with CTI arrangements
• CPC Class Codes: H04M 3/48 Arrangements for recalling a calling subscriber when the wanted subscriber ceases to be busy
• 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 3/5231 with call back arrangements
• CPC Class Codes: H04M 3/5232 Call distribution algorithms
• CPC Class Codes: H04M 3/5235 Dependent on call type or called number [DNIS]
• CPC Class Codes: H04M 3/5237 Interconnection arrangements between ACD systems
• CPC Class Codes: H04M 3/5307 for recording messages comprising any combination of audio and non-audio components
• CPC Class Codes: H04M 7/0006 where voice calls cross both networks
• CPC Class Codes: H04M 7/0009 where voice calls remain entirely in the telephone network
• 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 3/62 for connecting to private branch exchanges

Abstract

A communication router receives incoming communications and assigns a priority to each, which are then placed in a routing queue in descending order of priority from the head of the queue, to be routed from the head of the queue to selected destinations. The invention is particularly applicable to routing telephone calls in a call center. Destinations, in the call center agent stations arc selected on a basis of agent availability, and an agent status may be available if the agent is involved in a call of lower priority than a call to be routed. In some embodiments displaced calls may be placed back in the routing queue in order of priority. The invention is applicable to routing a wide variety of communications, such a telephone calls, e-mails, video calls, and Internet Protocol calls.

Claims

1. A telephony router for routing prioritized calls to individual telephones at agent stations in a call center, comprising:

a priority module adapted to determine and assign a routing priority to arriving telephony calls to be routed; and

a routing queue;

wherein the router executes on a processor coupled to a telephony switching apparatus in the call center, calls are routed in order from the head of the queue, prioritized calls arc placed in the routing queue in descending order of priority from the head of the queue, calls are routed partly based on the availability of agents, and an agent is considered available if the agent is engaged in a previously routed call of lower priority than a new call to be routed.

2. The telephony router of claim 1 wherein a call bumped by a higher priority call is placed back in the routing queue in order of priority.

3. The telephony router of claim 1 wherein routing destinations comprise Interactive Voice Response (IVR) units.

4. A telephony call center for routing incoming calls to telephones at individual agent stations comprising:

a call switching apparatus having at least one incoming trunk and two or more telephony channels to telephones at agent stations;

a Computer Telephony Integration (CTI) processor connected to the call switching apparatus and running a CTI application; and

a routing system;

wherein the routing system is adapted to assign priority to incoming calls, and to cause calls to placed in a queue of calls to be routed according to order of priority, calls are routed partly based on the availability of agents, and an agent is considered available if the agent is engaged in a previously routed call of lower priority than a new call to be routed.

5. The call center of claim 4 wherein the routing system has access to a database containing information about callers, and priority is determined in part by accessing caller information in the database.

6. The call center of claim 5 wherein the call center receives information related to a call, forwards the information with or parallel to the call, and routing priority is determined in part by the information forwarded.

7. The call center of claim 5 wherein a call bumped at an agent station by a higher priority call is placed back in the routing queue in order of priority.

8. A method for routing telephone calls, comprising steps of:

(a) assigning priority to incoming calls, creating thereby prioritized calls;

(b) placing the prioritized calls in a routing queue wherein calls are routed sequentially from the head of the queue in order of priority;

(c) selecting an agent station destination for each call reaching the head of the queue, wherein the agent is selected for receiving a routed call even though the agent is already engaged in a call if the call to be routed is assigned a higher priority than a call in which the agent is engaged; and

(d) routing the prioritized calls to the selected destinations in order of priority.

9. The method of claim 8 including a step wherein a call bumped at an agent station by a higher priority call is placed back in the routing queue in order of priority.