Automatic call distribution based on physical location of wireless terminals

• US 6,272,347 B1
• Filed: 09/30/1997
• Issued: 08/07/2001
• Est. Priority Date: 09/30/1997
• Status: Expired due to Term

• Current Assignee: Avaya Incorporated
• Original Assignee: Avaya Technology Corporation Miami Lakes FLA US
• Inventors: Hanson, Thomas C., Roberge, Kenneth J., Griffith, Gary L.
• Primary Examiner(s): VO, NGUYEN THANH
• Application Number:
  US08/941,792
• Time in Patent Office: 1,407 Days
• Field of Search: 455/445, 455/456, 455/560, 455/417, 379/265, 379/224, 379/266, 379/309, 379/210, 379/258, 379/259, 379/260, 379/261, 379/263, 379/264, 379/214, 379/306, 379/102.06
• US Class Current: 455/445
• CPC Class Codes: H04M 2207/18 wireless networks
• CPC Class Codes: H04M 2242/30 Determination of the location of a subscriber
• CPC Class Codes: H04M 3/42229 Personal communication services, i.e. services related to one subscriber independent of his terminal and/or location diverting calls from one subscriber to another subscriber, i.e. two different subscriptions H04M3/54; selecting arrangements in intelligent networks H04Q3/005
• 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: H04W 4/02 Services making use of location information
• CPC Class Codes: H04W 4/029 Location-based management or tracking services

Abstract

Providing by a telecommunication switching system an automatic call distribution function using agents having wireless terminals by determining the location of the agents, determining the agents'"'"' skills, and routing calls to agents based on their physical location and the agents'"'"' skills. The telecommunication switching system determines the location of particular agents based on information obtained from wireless base stations. In addition, the telecommunication switching system transmits to the agent, who has been selected to help, the location where the agent is to go. This notification can be done utilizing a display on the wireless terminal or by using an audio message to the agent. Also, if an individual needing help goes off hook on a special wired telephone connected to the telecommunication switching system, the telecommunication switching system determines the location of the wired telephone and selects an agent who is then directed to the location of the wired telephone.

Claims

1. A method of selecting one of a plurality of agents to process a telecommunication call in a telecommunication switching system having a plurality of wireless terminals, comprising the steps of:

identifying information being requested by a caller of the telecommunication call where the information relates to a physical item;

identifying a physical location of the physical item to obtain the identified information; and

transferring the telecommunication call to one of the plurality of wireless terminals used by one of a plurality of agents in close proximity to the identified location.

2. The method of claim 1 further comprises the step of identifying a skill level for providing the identified information;

and

the step of transferring comprises the step of selecting the one of the plurality of agents using the identified skill level and identified location.

3. The method of claim 2 wherein the step of transferring further comprises the step of determining location of each of the plurality of wireless terminals.

4. The method of claim 3 wherein the telecommunication switching system having a controller and the step of determining comprises the steps of receiving reference information by the controller;

and

calculating the location of each of the plurality of wireless terminals from the reference information.

5. The method of claim 4 wherein the received reference information defines the transmission strength of each of the plurality of wireless terminals.

6. The method of claim 5 wherein the telecommunication switching system having a plurality of wireless base stations and the step of receiving the reference information comprises the step of transmitting the reference information by the plurality of wireless base stations to the controller.

7. The method of claim 3 wherein the telecommunication call is from one of a plurality of fixed terminals connected to telecommunication switching system and the step of determining the location comprises the step of accessing data to determine the location of the one of the plurality of fixed terminals.

8. The method of claim 2 wherein the step of selecting comprises the step of designating one of a plurality of call coverage paths from which to select the one of the plurality of agents.

9. The method of claim 8 wherein the step of transferring further comprises the step of determining location of each of the plurality of wireless terminals.

10. The method of claim 9 wherein the telecommunication switching system having a controller and the step of determining comprises the steps of receiving reference information by the controller;

and

calculating the location of each of the plurality of wireless terminals from the reference information.

11. The method of claim 10 wherein the received reference information defines the transmission strength of each of the plurality of wireless terminals.

12. The method of claim 11 wherein the telecommunication switching system having a plurality of wireless base stations and the step of receiving the reference information comprises the step of transmitting the reference information by the plurality of wireless base stations to the controller.

13. The method of claim 9 wherein the telecommunication call is from one of a plurality of fixed terminals connected to telecommunication switching system and the step of determining the location comprises the step of accessing data to determine the location of the one of the plurality of fixed terminals.

14. The method of claim 10 or 13 further comprises the step of transmitting location identification information defining the location of the physical item to the one of the plurality of wireless terminals.

15. The method of claim 14 wherein the location identification information is transmitted as an audio messages.

16. The method of claim 15 wherein the location identification information is transmitted as a data message and is displayed on the one of the plurality of wireless terminals.

17. The method of claim 1 further comprises the step of transmitting location identification information defining the location of the physical item to the one of the plurality of wireless terminals.

18. The method of claim 17 wherein the location identification information is transmitted as an audio messages.

19. The method of claim 18 wherein the location identification information is transmitted as a data message and is displayed on the one of the plurality of wireless terminals.