Blending communications in a call center

• US 6,173,052 B1
• Filed: 03/03/1997
• Issued: 01/09/2001
• Est. Priority Date: 06/25/1992
• Status: Expired due to Fees

• Current Assignee: Cooper TGS LLC (Intellectual Ventures LLC)
• Original Assignee: Apropos Technology (Enghouse Systems Limited)
• Inventors: Brady, Patrick K.
• Primary Examiner(s): SMITH, CREIGHTON H
• Application Number:
  US08/813,970
• Time in Patent Office: 1,408 Days
• Field of Search: 379/265, 379/266, 379/309, 379/201
• US Class Current: 379/265.01
• CPC Class Codes: H04M 2203/4509 Unified messaging with single point of access to voicemail and other mail or messaging systems
• CPC Class Codes: H04M 3/42323 PBX's with CTI arrangements
• CPC Class Codes: H04M 3/5158 in combination with automated outdialling systems devices for signalling identity of wanted subscriber H04M1/26
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements
• CPC Class Codes: H04M 3/523 with call distribution or queueing
• CPC Class Codes: H04M 3/5233 Operator skill based call distribution
• CPC Class Codes: H04M 3/5237 Interconnection arrangements between ACD systems
• CPC Class Codes: H04Q 2213/13072 Sequence circuits for call signaling, ACD systems
• CPC Class Codes: H04Q 2213/13093 Personal computer, PC
• CPC Class Codes: H04Q 2213/13103 Memory
• CPC Class Codes: H04Q 2213/1322 PBX
• CPC Class Codes: H04Q 2213/13389 LAN, internet

Abstract

A call processor in a call center provides agents with enhanced ability to handle multiple types of communications in a consistent manner. Information related to communications received by the call processor are displayed to agents in the call center in queue lists. Agents can select calls for further processing from the information presented in the queue lists.

Claims

1. A call processor in a call center having one or more agents to answer calls using one or more agent computers, comprising:

a blender process to blend one or more types of communications for display to said one or more agents;

a central computer to run said blender process;

a computer network to connect aid one or more agent computers to said central computer;

a message router, executing on said central computer, for sending messages containing information related to said one or more types of communications to said one or more computers; and

a queue list on each of said one or more agent computers to display said information related to said one or more types of communications to said one or more agents.

2. The call processor of claim 1, further comprising selection means for allowing said one or more agents to select one of said one or more types of communications listed in said queue for further processing.

3. The call processor of claim 2, further comprising filtering means for filtering particular types of communications for display to each of said one or more agents.

4. The call processor recited in claim 1, further comprising an announce message that is sent to place a new communication message in each queue of each of the one or more agent'"'"'s that can process the new communication message.

5. The call processor recited in claim 4, further comprising a screen pop window that pops up a notification message on a display device associated with each of the one or more agent'"'"'s that can process the new communication message.

6. The call processor recited in claim 1, further comprising arbitration means for ensuring that only one of the one or more agents selects a particular one of the communication types.

7. The call processor recited in claim 1, wherein in communication types comprise one of facsimile, e-mail, worldwide web communications and telephony.

8. A method for processing calls in a call center having at least one agent, each agent having an agent'"'"'s computer and a display device associated with the agent'"'"'s computer and a computer network connecting each agent'"'"'s computer to a central computer, comprising the steps of:

(a) creating a queue list to store information relating to communications to the call center to each agent;

(b) receiving a plurality of communications having different communications types;

(c) blending said plurality of communications such that information related to each communication of said plurality of communications is presented to each of the at least one agents in each agent'"'"'s respective queue list; and

(d) presenting said queue list for each agent on the display device associated with the agent'"'"'s computer.

9. The method recited in claim 8, further comprising the step of selecting a call for further processing from the queue, the selection being made by one of the at least one agent.

10. The method recited in claim 9, further comprising the step of arbitration the selecting so that only one agent of the at least one agents can select any particular communication for further processing.

11. The method recited in claim 8, further comprising the step of filtering the plurality of communications for display to each of the at least one agents.

12. The method recited in claim 8, wherein in communication types comprise one of facsimile, e-mail, worldwide web communications and telephony.

13. The method recited in claim 12, further comprising the step of initiating a process to handle a communication type that is not telephony.

14. A communication type blender for blending inbound and outbound communications to and from a call center having a plurality of agents, each agent having an agent computer operatively coupled to a display device, comprising:

means for establishing and maintaining on each agent computer a queue list that is displayed to each agent on the display device associated with agent'"'"'s computer;

means for adding inbound communications to one or more of the queue lists;

means for detecting when any of the one or more queue lists is empty; and

means for placing an outbound communication to be handled by an agent determined to have an empty queue list.

15. The communication type blender recited in claim 14, wherein the plurality of communications included any combination of facsimile, e-mail, telephony and worldwide web communications.

16. The communication type blender recited in claim 14, further comprising means for executing a process to handle any communication type that is not telephony.

17. The communication type blender recited in claim 14, further comprising means for sending an announce message to each agent to notify each agent of the receipt of a new communication.

18. The communication type blender recited in claim 17, further comprising means for displaying a pop up screen on one or more of the agents'"'"' computers to notify the one or more agents of the new communication.

19. A method for blending inbound and outbound communications to and from a call center having a plurality of agents, each agent having an agent computer operatively coupled to a display device, comprising the steps of:

(a) establishing and maintaining on each agent computer a queue list that is displayed to each agent on the display device associated with agent'"'"'s computer;

(b) adding inbound communications to one or more of the queue lists;

(c) detecting when any of the one or more queue lists is empty; and

(e) placing an outbound communication to be handled by an agent determined to have an empty queue list.

20. The method recited in claim 19, wherein the plurality of communications included any combination of facsimile, e-mail, telephony and worldwide web communications.

21. The method recited in claim 19, further comprising the step of executing a process to handle any communication type that is not telephony.

22. The method recited in claim 19, further the step of sending an announce message to each agent to notify each agent of the receipt of a new communication.

23. The method recited in claim 22, further the step of displaying a pop up screen on one or more of the agents'"'"' computers to notify the one or more agents of the new communication.