Telephony call-center scripting by Petri Net principles and techniques
First Claim
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1. A method for programming scripts for directing behavior of a telephony call-center system, comprising steps of:
- (a) selecting Petri Net operator symbols in a graphic user interface (GUI) programmer/editor;
(b) placing the symbols in a manner to create a Petri Net directed graph according to desired behavioral constraints for a portion of the system; and
(c) compiling an executable software module from the constraints represented by the generated Petri Net according to formality defined within the programmer/editor for the Petri Net directed graph.
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Abstract
A call center management system comprises a graphical user interface (GUI) adapted for modeling call center behavior, and the behavior of objects within a call center, as Petri Net directed graphs. Once developed, the Petri Net graphs can be compiled as software modules for use in CTI management of a call center. In another aspect the composed Petri Nets are assembled into high-level Petri Nets, and a Petri Net engine is employed to manage a call center. Management techniques and concepts taught are extended to network management as well.
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Citations
15 Claims
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1. A method for programming scripts for directing behavior of a telephony call-center system, comprising steps of:
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(a) selecting Petri Net operator symbols in a graphic user interface (GUI) programmer/editor; (b) placing the symbols in a manner to create a Petri Net directed graph according to desired behavioral constraints for a portion of the system; and (c) compiling an executable software module from the constraints represented by the generated Petri Net according to formality defined within the programmer/editor for the Petri Net directed graph. - View Dependent Claims (2, 3, 4, 5, 6, 7)
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8. A graphical programmer/editor comprising:
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Petri Net operator symbols adapted to be selected, copied, and placed in a display in a manner to generate a Petri Net directed graph; a stored list associating the operator symbols with functional formality; and a compiler adapted to generate an executable software module from the Petri Net directed graph generated using the stored list of functional formality associated with the operator symbols; wherein the software module to be generated is a script for directing an agent in a call center in conducting an interview with a client in a telephone conversation. - View Dependent Claims (9, 10, 11)
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12. A method for providing control functions for a telephony call-center system at least partly controllable by software, comprising steps of:
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(a) modeling desired behavior of a portion of the system as a Petri Net directed graph; (b) compiling an executable software module following the formality of the Petri Net directed graph; and (c) executing the software module to provide control for the system. - View Dependent Claims (13)
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14. A telephony call center comprising:
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a telephony switch; two or more agent stations each having a computer platform with a video display unit (PC/VDU) and at least one telephone connected by a channel to the telephony switch; a computer telephony integration (CTI) processor connected to the telephony switch by a CTI link and running a CTI application for call center control; and a local area network (LAN) connecting the CTI processor and the PC/VDUs at the agent stations; wherein some control functions are accomplished by using sensed activity in the call center as inputs to fire a Petri Net directed graph model of at least a portion of the call center and controlling the portion of the call center by commanding elements of the controlled portion to assume states indicated by the firing of the Petri Net directed graph. - View Dependent Claims (15)
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Specification