Internet network call center

• US 6,122,364 A
• Filed: 12/02/1997
• Issued: 09/19/2000
• Est. Priority Date: 12/02/1997
• Status: Expired due to Term

• Current Assignee: RPX Clearinghouse LLC (RPX Corporation)
• Original Assignee: Nortel Networks Corporation
• Inventors: Dagert, Patrick J., Petrunka, Robert W.
• Primary Examiner(s): Hong, Harry S.
• Application Number:
  US08/982,471
• Time in Patent Office: 1,022 Days
• Field of Search: 379/265, 379/266, 379/309, 379/219, 379/220, 379/221, 379/93.17, 379/93.23, 379/142, 379/100.15, 379/100.16, 379/900, 370/352, 370/353, 370/354, 370/355, 370/356
• US Class Current: 379/265.02
• CPC Class Codes: H04M 3/5125 with remote located operators
• 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 7/122 where the PSTN/ISDN access is used as an access to networks other than PSTN/ISDN access arrangements to networks other than PSTN/ISDN H04M7/0066; access arrangements to public data networks H04L12/2856
• CPC Class Codes: Y10S 379/90 Internet, e.g. Internet phone, webphone, internet-based telephony

Abstract

A call servicing system permits service agents to service customer calls over a data network. The call servicing system includes customer switches that direct calls to and from the customers, agent terminals for use by the service agents in servicing the customer calls, a network switch, a call translation unit, and an Automatic Call Distribution (ACD) server. The network switch receives the customer calls and transfers the calls to the call translation unit under direction of the ACD server. The call translation unit routes the calls to selected service agents. The ACD server selects the service agents to service the calls, and controls the call translation unit to forward the calls to the agent terminals associated with the selected service agents over the data network.

Claims

1. A call servicing system comprising:

a plurality of customer switches configured to direct calls to and from customers;

a plurality of agent terminals for use by service agents and connected via at least one of a plurality of local switches without Automatic Call Distribution (ACD) functionality;

network switching means, connected to the customer switches, for receiving a call from one of the customers;

call transferring means, connected to the network switching means and to the agent terminals via a data network, for routing the call to the service agents; and

Automatic Call Distribution (ACD) server means, connected to the network switching means, the call transferring means, and the agent terminals via the data network, including

means for selecting one of the service agents who can service the call, and

means for controlling the call transferring means to forward, via the data network, the call to one of the agent terminals associated with the selected service agent.

2. The system of claim 1, wherein the controlling means includes

means for sending a data network address corresponding to the selected service agent to the call transferring means.

3. The system of claim 2, wherein the call transferring means includes

means for routing the call to the selected service agent over the data network, using the data network address.

4. The system of claim 1, wherein the call transferring means includes

means for converting voice signals included in the call to digital data, and

means for transmitting the digital data to the agent terminal.

5. The system of claim 1, wherein the data network is an Internet or Internet-equivalent data network;

and

wherein the agent terminals, the ACD server means, and the call transferring means include an Internet or Internet-equivalent communications interface.

6. A method for managing calls at a network call center having a network switch connected to an Automatic Call Distribution (ACD) server, the network call center connecting to at least one of a plurality of agent terminals via at least one of a plurality of local agent switches without ACD functionality, comprising the steps of:

receiving a call from a customer requesting service;

selecting a service agent who can process the call;

converting a form of the call to facilitate transmission of the call over a data network; and

transmitting the converted call to the selected service agent via the data network.

7. The method of claim 6, further comprising the step of

detecting call information from the call, and

wherein the selecting step includes the substep of

finding a service agent based on the detected call information.

8. The method of claim 6, wherein the transmitting step includes the substeps of

determining a data network address corresponding to the selected service agent, and

sending the call to the selected service agent over the data network using the data network address.

9. The method of claim 6, wherein the converting step includes the substeps of

converting voice signals of the call to digital data, and

transmitting the digital data to the selected service agent over the data network.

10. The method of claim 9, wherein the converting step further includes the substeps of

converting digital data representing voice signals from the selected service agent to voice signals, and

transmitting the voice signals to the customer.

11. The method of claim 6, wherein the converting step includes the substeps of

converting digital data representing voice signals from the selected service agent to voice signals, and

transmitting the voice signals to the customer.

12. The method of claim 6, wherein the data network is an Internet-equivalent data network, and the converting step includes the substeps of

translating voice signals of the customer call to digital data, and

transmitting the digital data to the selected service agent over the Internet-equivalent data network.

13. A method of facilitating servicing of telephone calls from customers by agents connected to a network call center having a network switch connected to an Automatic Call Distribution (ACD) server, the network call center connecting to at least one of a plurality of agent terminals via at least one of a plurality of local agent switches without ACD functionality and a data network, comprising the steps, executed by each of the agent terminals, of:

establishing a communication session with the network call center over the data network;

receiving, from the network call center over the data network, data representing a telephone call from a customer requesting service; and

translating a form of the data to facilitate servicing of the telephone call by an agent.

14. The method of claim 13, wherein the establishing step includes the substeps of

establishing a data session with the data network, and

logging into the network call center.

15. The method of claim 14, wherein the logging in step includes the substeps of

transmitting an agent identifier and password to the network call center, and

receiving verification of a successful log-on from the network call center.

16. The method of claim 13, wherein the translating step includes the substeps of

receiving digital data representing voice signals of the telephone call from the network call center over the data network, and

converting the digital data to voice signals for presentation to the agent.

17. The method of claim 13, wherein the data network is an Internet-equivalent data network, and the translating step includes the substeps of

receiving digital data representing voice signals of the telephone call from the network call center over the Internet-equivalent data network, and

converting the digital data to voice signals for presentation to the agent.

18. The method of claim 17, wherein the translating step further includes the substeps of

translating voice signals from the agent into digital data, and

transmitting the digital data to the network call center over the Internet-equivalent data network.

19. A network call center having a network switch connected to an Automatic Call Distribution (ACD) server, the network call center connecting to at least one of a plurality of agent terminals via at least one of a plurality of local agent switches without ACD functionality, for managing service calls from customers communicating via customer switches to service agents communicating via a data network, comprising:

a network switch connected to the customer switches via standard telephone lines, and configured to receive the service calls from the customers;

a voice translation server connected to the network switch and the data network, and configured to route the service calls to the service agents; and

an Automatic Call Distribution (ACD) server connected to the network switch, the voice translation server, and the data network, and configured to select service agents to handle the service calls, and to control the voice translation server to route the service calls to the service agents via the data network.

20. In a network for routing calls from customers communicating via customer switches to service agents using at least one of a plurality of agent terminals, which is connected to at least one of a plurality of local agent switches without Automatic Call Distribution (ACD) functionality communicating via a data network, an ACD server controlling a network switch coupled to the customer switches and a translation unit coupled to the data network, the ACD server comprising:

means for receiving call information from the network switch, the call information being information detected by the network switch regarding a call received from one of the customers;

means for selecting one of the service agents who can service the call;

means for determining a data network address corresponding to the selected service agent; and

means for instructing the translation unit to transmit the call to the selected service agent over the data network using the data network address.

21. A method for routing calls from customers communicating via customer switches to service agents using at least one of a plurality of agent terminals, which is connected to at least one of a plurality of local agent switches without Automatic Call Distribution (ACD) functionality communicating via a data network, an ACD server controlling a network switch coupled to the customer switches and a translation unit coupled to the data network, the method executed by the ACD server comprising the steps of:

receiving, from the network switch, call information detected by the network switch regarding a call received from one of the customers;

selecting one of the service agents who can service the call;

determining a data network address corresponding to the selected service agent; and

instructing the translation unit to transmit the call to the selected service agent over the data network using the data network address.

22. In a network for routing calls from customers communicating via customer switches to service agents using at least one of a plurality of agent terminals, which is connected to at least one of a plurality of local agent switches without Automatic Call Distribution (ACD) functionality communicating via a data network, a translation unit being coupled to an ACD server, a network switch coupled to the customer switches, and the data network, the translation unit comprising:

means for receiving a call requesting service by one of the customers from the network switch;

means for converting voice signals of the call to digital data;

means for receiving a data network address corresponding to a selected one of the service agents from the ACD server; and

means for transmitting the digital data to the selected service agent over the data network using the data network address.

23. A method for routing calls from customers communicating via customer switches to service agents using at least one of a plurality of agent terminals, which is connected to at least one of plurality of local agent switches without Automatic Call Distribution (ACD) functionality communicating via a data network, a translation unit being coupled to an ACD server, a network switch coupled to the customer switches, and the data network, the method executed by the translation unit comprising the steps of:

receiving a call requesting service by one of the customers from the network switch;

converting voice signals of the call to digital data;

receiving a data network address corresponding to a selected one of the service agents from the ACD server; and

transmitting the digital data to the selected service agent over the data network using the data network address.