Transfer-connect telephony services utilizing automated audio systems

• US 6,072,864 A
• Filed: 12/01/1997
• Issued: 06/06/2000
• Est. Priority Date: 12/01/1997
• 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: Shtivelman, Yuri, Myers, Kenneth Scott
• Primary Examiner(s): Hong, Harry S.
• Application Number:
  US08/982,114
• Time in Patent Office: 918 Days
• Field of Search: 379/265, 379/266, 379/211, 379/212, 379/219, 379/220, 379/221, 379/210
• US Class Current: 379/211.01
• CPC Class Codes: H04M 2201/42 Graphical user interfaces
• CPC Class Codes: H04M 3/42306 Number translation services, e.g. premium-rate, freephone or vanity number services
• CPC Class Codes: H04M 3/42323 PBX's with CTI arrangements
• 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 3/52 Arrangements for routing dead number calls to operators
• CPC Class Codes: H04M 3/5237 Interconnection arrangements between ACD systems
• 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: H04Q 1/45 using multi-frequency signalling H04Q1/46 takes precedence
• CPC Class Codes: Y10S 379/90 Internet, e.g. Internet phone, webphone, internet-based telephony

Abstract

A call re-directing system associated with a call center integrates an interface on a computer station at an agent station having a telephone, a CTI-application executing on a processor connected to a telephony switch, and an DSP-controller to operate with Transfer Connect protocols for re-directing misrouted telephone calls. In a preferred embodiment, data associated with a call is transferred to the new destination of a rerouted call and re-associated with the call.

Claims

1. A call re-routing system comprising:

an agent station having a telephone connected to a telephony switch and a computer platform connected on a local area network (LAN) to a computer processor and the telephony switch, the processor running an instance of a Computer Telephony Integration (CTI) application;

an audio facility for generating and decoding dual-tone, multi-frequency (DTMF) signals, and adapted to Transfer-Connect DTMF protocol; and

a software routine executing on the agent station computer platform, providing a user interface for an agent to select rerouting destinations for received calls, and to signal the audio facility to signal dialing of selected destinations by DTMF signals.

2. The system of claim 1 wherein the audio facility is integrated with the telephony switch.

3. The system of claim 1 wherein the audio facility is separate from the telephony switch and connected on the LAN.

4. A system for forwarding telephone calls via Transfer-Connect DTMF protocol, comprising:

a computerized interface for enabling a user to select a forwarding destination for a telephone call; and

a computerized audio generating and recognition facility responsive to the computerized interface for negotiating with a Transfer-Connect facility following instructions from the computerized interface.

5. The system of claim 4 wherein the computerized interface is implemented on a computer platform at an agent station in a computerized telephony call center.

6. The system of claim 5 wherein the computerized audio facility is a part of a telephony switch connected through a computer processor to the computer platform at the agent station.

7. The system of claim 5 wherein the computerized audio facility is connected on a local area network to a telephony switch and to the computer platform.

8. A call-rerouting program for a computerized agent station in a telephony call center, comprising:

a graphical user interface comprising selectable indicia for a user to select destinations for rerouting telephone calls; and

a command facility for issuing commands to a computerized telephony switch system to generate a DTMF string according to a Transfer-Connect protocol to re-route a telephone call terminated at the computerized telephony switch.

9. A method for re-routing a telephone call connected at an agent'"'"'s telephone at an agent station in a call center having a computer-telephony integrated (CTI)-enhanced telephony switch connected by a telephony trunk to an intelligent telephony network, comprising steps of:

(a) selecting, via a graphical interface at a computer platform accessible to the agent station and coupled to the telephony switch through a CTI processor running an instance of a CTI application (T-Server), a new destination for the telephone call;

(b) commanding from the computer platform generation of a DTMF command for forwarding the telephone call to the new destination via a Transfer-Connect facility;

(c) generating by a DTMF audio generation and reception facility the DTMF command to forward the telephone call; and

(d) forwarding the call via the Transfer-Connect facility in the telephony network to the new destination by the generated DTMF command.

10. The method of claim 9 further comprising a step for negotiating with the Transfer-Connect facility by DTMF tones, including receiving and responding to acknowledgment and error signals.

11. The method of claim 9 wherein data is associated with the call and the new destination for the call is a second call center, the method comprising steps for:

(e) negotiating between the T-Server at the first call center and a second T-Server at the second call center via a communication link a destination at the second call center for the call;

(f) providing the negotiated destination to the audio generation and reception facility for generating a DTMF command to forward the call to the negotiated destination;

(g) transferring the data associated with the call to the second call center via the communication link between the T-Servers; and

(h) re-associating the data with the transferred call at the destination point at the second call center.

12. The method of claim 11 further comprising a step for connecting the call at the second call center to a telephone at an agent station at the second call center, and displaying the data re-associated with the call at the second call center at a computer platform at the agent station at the second call center to which the call is connected.