System for context based media independent communications processing

• US 6,233,332 B1
• Filed: 06/03/1998
• Issued: 05/15/2001
• Est. Priority Date: 06/03/1998
• Status: Expired due to Term

• Current Assignee: Avaya Incorporated
• Original Assignee: Avaya Technology Corporation Miami Lakes FLA US
• Inventors: Mathews, Eugene, Landers, Mark, Anderson, Gregory Lane, Donnelly, Robert W., Sanders, Lucinda M.
• Primary Examiner(s): Matar, Ahmad
• Assistant Examiner(s): TIEU, BENNY QUOC
• Application Number:
  US09/089,788
• Time in Patent Office: 1,077 Days
• Field of Search: 379/265, 379/266, 379/309, 379/242, 379/201, 379/207, 379/219, 379/220, 379/221, 370/270, 370/271, 370/351, 370/352, 370/901
• US Class Current: 379/265.09
• CPC Class Codes: H04M 2203/551 Call history recording a computer conference H04L12/1831
• CPC Class Codes: H04M 2242/22 Automatic class or number identification arrangements
• CPC Class Codes: H04M 3/42059 Making use of the calling party identifier
• CPC Class Codes: H04M 3/5233 Operator skill based call distribution
• CPC Class Codes: H04M 3/5235 Dependent on call type or called number [DNIS]

Abstract

The present media independent communications processing system functions to provide business useful services to customers with the anymedia resources that are required to satisfy the customer'"'"'s request. In particular, the system carries call information across the entirety of a transaction with the call being managed as an anymedia multi-transactional event. The model used for the present media independent communications processing system, as embodied in a call center, comprises a hallways and rooms paradigm that enables the customer to dynamically navigate their anymedia communications connection to a desired information providing source. As the customer'"'"'s call is routed during the duration of the communication session, the call context information is stored and used by the rules-based call routing process to identify a source of information/services that is best adapted to serve the needs of this customer. The communication connection is viewed as one segment of a potentially long-term interaction between customer and service provider, with the present media independent communications processing system providing both the customer and serving agent with access to relevant customer and service provider data. In this example, the customer context information includes, but is not limited to: customer data, customer profile/preferences/history, environment data; while the corresponding agent context information includes, but is not limited to: agent skills and job function, agent queue length, fairness of call routing.

Claims

1. A media independent communications management system that is operational in a communication service providing system for interconnecting a customer, who is using a communication device having predetermined media characteristics, in a communication session with a selected one of a plurality of information sources that are resident in said communication service providing system, comprising:

means for determining a mode of communication of said communication device;

means for retrieving data relating to said customer to create a call context indicative of characteristics of said customer and said communication session;

means, responsive to said call context, for establishing a communication connection through said communication service providing system to a selected one of said plurality of information sources in said communication service providing system that is capable of communicating in said determined mode of communication.

2. The media independent communications management system of claim 1 wherein said means for establishing comprises:

means for processing said communication session in a unified work queue independent of said mode of communication.

3. The media independent communications management system of claim 1 wherein said means for establishing comprises:

means for rules based call routing using said context information to assist in the call navigation to said selected one of said plurality of information sources.

4. The media independent communications management system of claim 3 wherein said means for rules based call routing comprises:

means, responsive to data generated in said call session, for transferring said communication connection to another of said plurality of information sources; and

means for forwarding said call context to said another of said plurality of information sources.

5. The media independent communications management system of claim 4 wherein said means for transferring comprises:

means for collecting data from said customer and said selected one of said plurality of information sources pursuant to said communication session;

means for analyzing said collected data concurrent with said communication session; and

means for automatically transferring said communication connection to another of said plurality of information sources based upon said concurrent data analysis.

6. The media independent communications management system of claim 5 wherein said means for transferring further comprises:

means for automatically transferring said communication connection to another of said plurality of information sources based upon a change in said mode of communication of said communication device.

7. The media independent communications management system of claim 3 wherein said means for rules based call routing comprises:

efficiency engine means for managing operation of said plurality of information sources; and

customer satisfaction engine means for processing customer-specific data to adapt the operation of said media independent communications management system to most effectively match the preferences of said customer.

8. The media independent communications management system of claim 7 wherein said means for rules based call routing further comprises:

means for maintaining data for use by said efficiency engine means and said customer satisfaction engine means.

9. The media independent communications management system of claim 8 wherein said means for maintaining data comprises:

means for maintaining identification data comprising information that is available as a result of said communication connection;

means for maintaining qualification data comprising information that identifies the importance of said customer; and

means for maintaining entitlement data comprising information that defines the type of call processing appropriate for said customer.

10. The media independent communications management system of claim 9 wherein said means for maintaining data further comprises:

means for maintaining circumstances data comprising information that may impact on the processing of this communication connection; and

means for maintaining efficiency context data comprising information that relates to the present state of operation of media independent communications management system.

11. The media independent communications management system of claim 1 further comprising:

means for modeling said media independent communications management system using a rooms and halls paradigm to characterize both said plurality of information sources and communication facilities contained in said media independent communications management system to effect said communication connection.

12. The media independent communications management system of claim 11 wherein said means for establishing comprises:

means for rules based call routing using said context information and said rooms and halls paradigm to select ones of said communication facilities contained in said media independent communications management system to effect said communication connection to said selected one of said plurality of information sources.

13. The media independent communications management system of claim 11 wherein said means for modeling comprises:

means for managing a connecting layer comprising a plurality of selections of communication medium that are available to said customer;

means for maintaining a relating layer comprising a plurality of selections of presenting a point of presence to said customer;

means for maintaining a fulfilling layer comprising a plurality of selections of physical apparatus and business process used to serve said call connection; and

means for maintaining an information layer comprising a plurality of selections of information processing systems that function to provide services to said customer.

14. The media independent communications management system of claim 1 wherein said means for retrieving data comprises:

means for maintaining records of prior call activity of said customer with said media independent communications management system.

15. The media independent communications management system of claim 1 wherein said means for retrieving data comprises:

means for querying databases accessible by said plurality of information sources to retrieve data contained therein relating to said customer.

18. The method of operating a media independent communications management system of claim 1 wherein said step of establishing comprises:

rules based call routing using said context information to assist in the call navigation to said selected one of said plurality of information sources.

19. The method of operating a media independent communications management system of claim 3 wherein said step of rules based call routing comprises:

transferring, in response to data generated in said call session, said communication connection to another of said plurality of information sources; and

forwarding said call context to said another of said plurality of information sources.

20. The method of operating a media independent communications management system of claim 19 wherein said step of transferring comprises:

collecting data from said customer and said selected one of said plurality of information sources pursuant to said communication session;

analyzing said collected data concurrent with said communication session;

and automatically transferring said communication connection to another of said plurality of information sources based upon said concurrent data analysis.

21. The method of operating a media independent communications management system of claim 20 wherein said step of transferring further comprises:

automatically transferring said communication connection to another of said plurality of information sources based upon a change in said mode of communication of said communication device.

22. The method of operating a media independent communications management system of claim 18 wherein said step of rules based call routing comprises:

managing operation of said plurality of information sources; and

processing customer-specific data to adapt the operation of said media independent communications management system to most effectively match the preferences of said customer.

23. The method of operating a media independent communications management system of claim 22 wherein said step of rules based call routing further comprises:

maintaining data for use by said step of managing operation and said step of processing customer-specific data.

24. The method of operating a media independent communications management system of claim 23 wherein said step of maintaining data comprises:

maintaining identification data comprising information that is available as a result of said communication connection;

maintaining qualification data comprising information that identifies the importance of said customer; and

maintaining entitlement data comprising information that defines the type of call processing appropriate for said customer.

25. The method of operating a media independent communications management system of claim 24 wherein said step of maintaining data further comprises:

maintaining circumstances data comprising information that may impact on the processing of this communication connection; and

maintaining efficiency context data comprising information that relates to the present state of operation of media independent communications management system.

16. A method of operating a media independent communications management system that is operational in a communication service providing system for interconnecting a customer, who is using a communication device having predetermined media characteristics, in a communication session with a selected one of a plurality of information sources that are resident in said communication service providing system, comprising the steps of:

determining a mode of communication of said communication device;

retrieving data relating to said customer to create a call context indicative of characteristics of said customer and said communication session;

establishing, in response to said call context, a communication connection through said communication service providing system to a selected one of said plurality of information sources in said communication service providing system that is capable of communicating in said determined mode of communication.

17. The method of operating a media independent communications management system of claim 16 wherein said step of establishing comprises:

processing said communication session in a unified work queue independent of said mode of communication.

26. The method of operating a media independent communications management system of claim 16 further comprising the step of:

modeling said media independent communications management system using a rooms and halls paradigm to characterize both said plurality of information sources and communication facilities contained in said media independent communications management system to effect said communication connection.

27. The method of operating a media independent communications management system of claim 26 wherein said step of establishing comprises:

rules based call routing using said context information and said rooms and halls paradigm to select ones of said communication facilities contained in said media independent communications management system to effect said communication connection to said selected one of said plurality of information sources.

28. The method of operating a media independent communications management system of claim 26 wherein said step of modeling comprises:

managing a connecting layer comprising a plurality of selections of communication medium that are available to said customer;

maintaining a relating layer comprising a plurality of selections of presenting a point of presence to said customer;

maintaining a fulfilling layer comprising a plurality of selections of physical apparatus and business process used to serve said call connection; and

maintaining an information layer comprising a plurality of selections of information processing systems that function to provide services to said customer.

29. The method of operating a media independent communications management system of claim 16 wherein said step of retrieving data comprises:

maintaining records of prior call activity of said customer with said media independent communications management system.

30. The method of operating a media independent communications management system of claim 16 wherein said step of retrieving data comprises:

querying databases accessible by said plurality of information sources to retrieve data contained therein relating to said customer.

31. A media independent communications management system that is operational in a call center system for interconnecting a customer, who is using a communication device having predetermined media characteristics, with a selected one of a plurality of agents that are accessible via said call center system, comprising:

means for determining a mode of communication active at said communication device;

means for establishing a communication connection through said call center system to a selected one of said plurality of agents that is equipped to communicate in said determined mode of communication;

means for retrieving data relating to said customer from a plurality of database sources to create a call context;

means for providing said customer data to said agent at initiation of said communication connection; and

means for maintaining call context data indicative of characteristics of said customer and said communication connection as said communication connection is routed among agents.

32. The media independent communications management system of claim 31 wherein said means for establishing comprises:

means for processing said communication connection in a unified work queue independent of said mode of communication.

33. The media independent communications management system of claim 31 wherein said means for establishing comprises:

efficiency engine means for managing operation of said plurality of information sources;

customer satisfaction engine means for processing customer-specific data to adapt the operation of said media independent communications management system to most effectively match the preferences of said customer; and

means for maintaining data for use by said efficiency engine means and said customer satisfaction engine means.

34. The media independent communications management system of claim 33 wherein said means for maintaining data comprises:

means for maintaining identification data comprising information that is available as a result of said communication connection;

means for maintaining qualification data comprising information that identifies the importance of said customer; and

means for maintaining entitlement data comprising information that defines the type of call processing appropriate for said customer.

35. The media independent communications management system of claim 34 wherein said means for maintaining data further comprises:

means for maintaining circumstances data comprising information that may impact on the processing of this communication connection; and

means for maintaining efficiency context data comprising information that relates to the present state of operation of media independent communications management system.

36. The media independent communications management system of claim 31 further comprising:

means for modeling said media independent communications management system using a rooms and halls paradigm to characterize both said plurality of information sources and communication facilities contained in said media independent communications management system to effect said communication connection.

37. The media independent communications management system of claim 36 wherein said means for establishing comprises:

means for rules based call routing using said context information and said rooms and halls paradigm to select ones of said communication facilities contained in said media independent communications management system to effect said communication connection to said selected one of said plurality of information sources.

38. The media independent communications management system of claim 36 wherein said means for modeling comprises:

means for managing a connecting layer comprising a plurality of selections of communication medium that are available to said customer;

means for maintaining a relating layer comprising a plurality of selections of presenting a point of presence to said customer;

means for maintaining a fulfilling layer comprising a plurality of selections of physical apparatus and business process used to serve said call connection; and

means for maintaining an information layer comprising a plurality of selections of information processing systems that function to provide services to said customer.

39. The media independent communications management system of claim 31 wherein said means for retrieving data comprises:

means for maintaining records of prior call activity of said customer with said media independent communications management system.

40. The media independent communications management system of claim 31 wherein said means for retrieving data comprises:

means for querying databases accessible by said plurality of information sources to retrieve data contained therein relating to said customer.

41. A method of operating a media independent communications management system that is operational in a call center system for interconnecting a customer, who is using a communication device having predetermined media characteristics, with a selected one of a plurality of agents that are accessible via said call center system, comprising the steps of:

determining a mode of communication active at said communication device;

establishing a communication connection through said call center system to a selected one of said plurality of agents that is equipped to communicate in said determined mode of communication;

retrieving data relating to said customer from a plurality of database sources to create a call context;

providing said customer data to said agent at initiation of said communication connection; and

maintaining call context data indicative of characteristics of said customer and said communication connection as said communication connection is routed among agents.

42. The method of operating a media independent communications management system of claim 41 wherein said step of establishing comprises:

processing said communication connection in a unified work queue independent of said mode of communication.

43. The method of operating a media independent communications management system of claim 41 wherein said step of establishing comprises:

managing operation of said plurality of information sources;

processing customer-specific data to adapt the operation of said media independent communications management system to most effectively match the preferences of said customer; and

maintaining data for use by said step of managing operation and said step of processing customer-specific data.

44. The method of operating a media independent communications management system of claim 43 wherein said step of maintaining data comprises:

maintaining identification data comprising information that is available as a result of said communication connection;

maintaining qualification data comprising information that identifies the importance of said customer; and

maintaining entitlement data comprising information that defines the type of all processing appropriate for said customer.

45. The method of operating a media independent communications management system of claim 44 wherein said step of maintaining data further comprises:

maintaining circumstances data comprising information that may impact on the processing of this communication connection; and

maintaining efficiency context data comprising information that relates to the present state of operation of media independent communications management system.

46. The method of operating a media independent communications management system of claim 41 further comprising the step of:

modeling said media independent communications management system using a rooms and halls paradigm to characterize both said plurality of information sources and communication facilities contained in said media independent communications management system to effect said communication connection.

47. The method of operating a media independent communications management system of claim 46 wherein said step of establishing comprises:

rules based call routing using said context information and said rooms and halls paradigm to select ones of said communication facilities contained in said media independent communications management system to effect said communication connection to said selected one of said plurality of information sources.

48. The method of operating a media independent communications management system of claim 46 wherein said step of modeling comprises:

managing a connecting layer comprising a plurality of selections of communication medium that are available to said customer;

maintaining a relating layer comprising a plurality of selections of presenting a point of presence to said customer;

maintaining a fulfilling layer comprising a plurality of selections of physical apparatus and business process used to serve said call connection; and

maintaining an information layer comprising a plurality of selections of information processing systems that function to provide services to said customer.

49. The method of operating a media independent communications management system of claim 41 wherein said retrieving data comprises:

maintaining records of prior call activity of said customer with said media independent communications management system.

50. The method of operating a media independent communications management system of claim 41 wherein said retrieving data comprises:

querying databases accessible by said plurality of information sources to retrieve data contained therein relating to said customer.