Telephony call-center scripting by petri net principles and techniques

• US 6,178,239 B1
• Filed: 02/17/2000
• Issued: 01/23/2001
• Est. Priority Date: 03/04/1998
• 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: Anisimov, Nikolay, Kishinsky, Konstatin
• Primary Examiner(s): Hong, Harry S.
• Application Number:
  US09/506,113
• Time in Patent Office: 341 Days
• Field of Search: 379/201, 379/207, 379/265, 379/266, 379/309, 379/900, 700/95
• US Class Current: 379/266.07
• CPC Class Codes: H04M 2201/42 Graphical user interfaces
• CPC Class Codes: H04M 3/42323 PBX's with CTI arrangements
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements
• CPC Class Codes: Y10S 379/90 Internet, e.g. Internet phone, webphone, internet-based telephony

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.

Claims

1. A method for programming scripts for directing behavior of an Internet Protocol Network Telephony (IPNT) call center, 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.

2. The method of claim 1 further comprising a step for associating Petri Net symbols with domain names, object names, and variables defined for the system whose behavior is to be directed.

3. The method of claim 1 wherein the executable software module compiled from the generated Petri Net is adapted to provide a displayable script for an agent at an agent station in the telephony call center.

4. The method of claim 1 wherein alterations to Petri Net formality are defined in the programmer/editor and utilized in the compilation of executable software modules from the generated Petri Net directed graphs.

5. The method of claim 2 wherein Petri Net hierarchical transitions and Petri Net macroplaces are incorporated in the steps for selecting and associating operators.

6. The method of claim 1 wherein the executable software module is compiled in C++.

7. The method of claim 1 wherein the executable software module is a Petri Net module adapted to be executed by a Petri Net engine.

8. A graphical programmer/editor comprising:

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 an Internet Protocol Network Telephony (IPNT) call center in conducting an interview with a client in an IPNT telephone conversation.

9. The graphical programmer/editor of claim 8 further comprising an input interface adapted for associating operator symbols with domain names, object names, and variables defined for a system whose behavior is to be directed by the executable software module.

10. The graphical programmer/editor of claim 8 wherein the operators and functional formality include Petri Net hierarchical transitions and macroplaces.

11. The graphical programmer/editor of claim 8 wherein alterations to Petri Net formality are defined in the programmer/editor and utilized in the compilation of executable software modules from the generated Petri Net directed graphs.

12. A method for providing control functions for an Internet Protocol Network Telephony (IPNT) call-center system at least partly controllable by software, comprising steps of:

(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.

13. The method of claim 12 wherein, in step (a) the modeling is accomplished using a graphical user interface (GUI) having selectable Petri Net operator symbols adapted to be copied and arranged as a Petri Net directed graph.

14. An Internet Protocol Network Telephony (IPNT) call center comprising:

an IPNT switching router;

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, enabled to handle IPNT calls;

a computer telephony integration (CTI) processor connected to the IPNT router 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 IPNT call center and controlling the portion of the IPNT call center by commanding elements of the controlled portion to assume states indicated by the firing of the Petri Net directed graph.

15. The call center of claim 14 wherein scripts for directing agent behavior are provided by modeling agent behavior as Petri Net directed graphs, and generating scripts from the Petri Net models.