Automatic wireless alerting on an automatic call distribution center

• US 6,088,442 A
• Filed: 03/16/1998
• Issued: 07/11/2000
• Est. Priority Date: 03/16/1998
• Status: Expired due to Term

• Current Assignee: Avaya Incorporated
• Original Assignee: Lucent Technologies, Inc. (Nokia Corporation)
• Inventors: Hardouin, Larry J., Chavez, Jr., David L.
• Primary Examiner(s): Zele, Krista
• Assistant Examiner(s): TIEU, BENNY QUOC
• Application Number:
  US09/042,459
• Time in Patent Office: 848 Days
• Field of Search: 379/265, 379/266, 379/309, 379/93.01, 379/88.15, 379/93.17, 455/466, 455/445, 455/456, 455/560
• US Class Current: 379/265.03
• CPC Class Codes: H04M 2207/18 wireless networks
• 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 3/5175 Call or contact centers supervision arrangements
• CPC Class Codes: H04M 3/523 with call distribution or queueing

Abstract

Allowing the alerting of supervisors and off duty agents to conditions on a split of an ACD system via wireless terminals. The conditions under which the wireless alerting will be performed are programmed by the owner of the ACD system rather than the manufacturer. The ACD center is connected to a wireless switching system via a primary rate ISDN interface (PRI) link. The ACD system considers the wireless switching system as another ACD system and utilizes the look ahead interflow operation to communicate information to the wireless switching system concerning the condition of a split. This is done by the ACD placing informational telecommunication calls to pseudo telecommunication numbers via the PRI link to the wireless switching system. The wireless switching system is responsive to each of these pseudo numbers to interpret the pseudo number as to the wireless terminal that should be contacted and an alphanumeric message that is to be displayed on that wireless terminal. The alphanumeric message defines the condition of the split to the supervisor or off duty agents of the split. The wireless switching system may be a wireless telephone system or a paging system. The wireless terminals may be wireless telephones or pagers.

Claims

1. A method of displaying information on a plurality of wireless telephones defining conditions on a automatic call distribution system with the plurality of wireless telephones interconnected to the automatic call distribution system via a wireless switching system, comprising the steps of:

detecting a condition on the automatic call distribution system by the automatic call distribution system;

setting up an informational telecommunication call by the automatic call distribution system using a first telephone number that identifies one of the plurality of wireless telephones and defines the condition to the wireless switching system with the first telephone number being different than a second telephone number used to place voice telephone calls to the one of the plurality of wireless telephones;

determining the one of the plurality of wireless telephones from the plurality of wireless telephones connected to the wireless switching system and a message in response to the first telephone number by the wireless switching system;

transmitting the determined message to the determined one of the plurality of wireless telephones; and

displaying the transmitted message by the determined one of the plurality of wireless telephones.

2. The method of claim 1 wherein the step of determining further comprises determining a set of the plurality of wireless telephones from the telephone number;

and

the step of transmitting further comprises transmitting the determined message to the determined set of the plurality of wireless telephones.

3. A method of displaying information on a plurality of wireless telephones defining conditions on a automatic call distribution system with the plurality of wireless telephones connected to a wireless switching system, comprising the steps of:

receiving a first telephone number during the set up of an informational telecommunication call by the wireless switching system with the first telephone number identifying one of the plurality of wireless telephones and defining a condition on the automatic call distribution system and the first telephone number being different than a second telephone number used to place voice telephone calls to the one of the plurality of wireless telephones by the wireless switching system;

determining one of the plurality of wireless telephones from the plurality of wireless telephones connected to the wireless switching system and a message in response to the first telephone number by the wireless switching system; and

transmitting the determined message to the determined one of the plurality of wireless telephones for display by the determined one of the plurality of wireless telephones.

4. The method of claim 3 wherein the step of determining further comprises determining a set of the plurality of wireless telephones from the telephone number;

and

the step of transmitting further comprises transmitting the determined message to the determined set of the plurality of wireless telephones.