Communications handling center and communications forwarding method using agent attributes

• US 6,314,177 B1
• Filed: 12/22/1998
• Issued: 11/06/2001
• Est. Priority Date: 12/22/1998
• Status: Expired due to Term

• Current Assignee: Avaya Incorporated
• Original Assignee: Nortel Networks Limited (Nortel Networks Corporation)
• Inventors: Davis, Sheldon Joseph, Montemurro, Michael P.
• Primary Examiner(s): Hong, Harry S.
• Application Number:
  US09/217,896
• Time in Patent Office: 1,050 Days
• Field of Search: 379/214, 379/265, 379/266, 379/309, 379/214.01, 379/265.01, 379/265.02, 379/265.12, 379/265.13, 379/266.01, 379/266.02, 379/266.05
• US Class Current: 379/265.12
• CPC Class Codes: H04M 3/5233 Operator skill based call distribution
• CPC Class Codes: H04Q 2213/1305 Software aspects
• CPC Class Codes: H04Q 2213/13072 Sequence circuits for call signaling, ACD systems
• CPC Class Codes: H04Q 2213/13103 Memory
• CPC Class Codes: H04Q 2213/13106 Microprocessor, CPU
• CPC Class Codes: H04Q 2213/1322 PBX
• CPC Class Codes: H04Q 2213/1328 Call transfer, e.g. in PBX
• CPC Class Codes: H04Q 3/64 Distributing or queueing

Abstract

A communications handling center in which agents are assigned to handling queues for handling incoming communications, and handling attributes are assigned to the agents, is disclosed. The center forwards incoming communications, such as telephone calls, by determining handling requirements, including an appropriate handling queue and required agent attributes. An available agent within a queue is first located, and then an assessment is made whether that agent possesses required attributes in order to handle the communication. If so, the call is forwarded to the located agent. Preferably, the assigned agent attributes are relevant to all queues to which the agent may be assigned, allowing for the easy administration of the communications handling center, by reducing the number of queues that must be maintained.

Claims

1. A method of operating a communications handling center, for forwarding incoming communications to associated handling agents, said method comprising:

a. assigning each of said agents to at least one communications handling queue, and at least one of said agents to at least two communications handling queues, each queue for handling communications of a particular subject matter;

b. assigning to at least one of said agents at least one agent attribute, indicative of that agent'"'"'s ability to handle communications in queues to which that agent is assigned;

c. receiving an incoming communication at said center;

d. determining multiple handling requirements of said incoming communication, including at least one appropriate handling queue, and required agent attributes for said communication;

e. assigning said incoming communication to said at least one appropriate handling queue;

f. comparing said required agent attributes for said incoming communication, with agent attributes of agents within said at least one appropriate handling queue to identify an available agent assigned to said at least one appropriate handling queue having all of said required agent attributes for said incoming communication; and

g. forwarding said incoming communication to said available agent assigned to said at least one appropriate handling queues and having all of said required agent attributes.

2. The method of claim 1, wherein said at least one agent attribute assigned is indicative of an agent'"'"'s ability to handle communications in all queues to which that agent is assigned.

3. The method of claim 1, wherein said forwarding comprises

i. locating an available agent assigned to an appropriate queue;

ii. determining if said available agent has all said required agent attributes for said communication;

iii. locating a next available agent assigned to one of said appropriate handling queues, if a previous available agent lacks all said required agent attributes for said communication;

iv. repeating ii. and iii. until an agent having all required agent attributes is located, for all available agents assigned to said appropriate handling queue.

4. The method of claim 1, wherein assigning each of said agents to at least one handling queue of agents comprises assigning a handling priority for each said queue to which an agent is assigned, whereby communications for handling queues with higher assigned priorities are forwarded to an agent in advance of communications for handling queues with lower assigned priorities.

5. The method of claim 1, further comprising re-assigning said agents to future queues after a determined amount of time and repeating c. to e.

6. The method of claim 1, wherein attributes assigned to an agent represent languages spoken by said agent.

7. The method of claim 1, further comprising, prior to g., determining at least one additional appropriate communications handling queue for said communication, if said communication has not been forwarded to an available agent after a determined time.

8. A call center, in communication with a communications network, for routing incoming calls to associated call handling agents, said call center comprising:

a. a processor;

b. processor readable memory in communication with said processor, storing

i) data representing a current assignment of each call handling agent to at least one call handling queue, and at least one agent to two call handling queues;

ii) data representing call handling attributes possessed by at least one of said handling agents;

iii) data representing a future assignment of each call handling agent to at least one call handling queue;

iv) scheduling data representative of when a future assignment of each call handling agent to at least one call handling queue should be assigned to an agent;

v) processor executable instructions, adapting said call center to

a. determine call handling requirements, including at least one appropriate call handling queue and required agent call handling attributes required for processing an incoming call;

b. forward said incoming call to an associated available agent assigned to an appropriate queue, having all said required call handling attributes;

c. assign each agent to queues as defined in said data representing future assignment of each call handling agent in accordance with said scheduling data.

9. The center of claim 8, wherein said processor executable instructions, further adapt said call center to

assign said incoming call to said at least one appropriate call handling queue; and

compare said required agent attributes for said incoming call, with agent attributes of agents within said at least one appropriate handling queue to identify an available agent assigned to said at least one appropriate handling queue having all of said required agent attributes for said incoming call and thereby forward said incoming call.

10. A method of forwarding an incoming call at a telephone call center to a call handling agent, said method comprising:

a. receiving an incoming call;

b. determining multiple call handling requirements of said incoming call, including an appropriate call handling queue, and required agent attributes for said call;

c. comparing said call handling requirements to

i.) agent assignments stored at said call center, assigning each of said agents to at least one call handling queue, and at least one of said agents to at least two call handling queues, each queue for handling calls of a particular subject matter; and

ii.) agent attributes, stored at said call center indicative of an agent'"'"'s ability to handle calls in queues to which that agent is assigned;

d. forwarding said call to an available agent assigned to said appropriate queue and having attributes required to handle said call assigned to said agent, based on comparing said call handling requirements.

11. A telephone call center for routing incoming telephone calls to one of several associated call handling agents, comprising:

a. means to store agent to queue assignments, assigning each of said agents to at least one call handling queue, each queue for handling calls of a particular subject matter;

b. means to store at least one agent attribute for at least one agent, said attribute indicative of that agents ability to handle calls in queues to which that agent is assigned;

c. means to receive an incoming call;

d. means to determine multiple call handling requirements of said incoming call, including an appropriate call handling queue, and required agent attributes for said call;

e. means to assign said incoming call to said appropriate queue;

f. means to compare said required agent attributes for said incoming call to attributes of agents in said appropriate queue stored in said means to store, to identify agents in said appropriate queue capable of processing said call

g. means to connect said call to an available agent assigned to said appropriate queue and having attributes required to handle said call, as determined by said means to compare.

12. A method of operating a telephone call center, for routing incoming telephone calls to associated call handling agents, said method comprising:

a. assigning each of said agents to at least one call handling queue, each queue for handling calls of a particular subject matter;

b. assigning to each of said agents at least one agent attribute, indicative of that agent'"'"'s ability to handle calls in queues to which that agent is assigned;

c. receiving an incoming call;

d. determining multiple call handling requirements of said incoming call, including an appropriate call handling queue, and at least two required agent attributes for said call

e. assigning said incoming call to said appropriate queue;

f. comparing said agent attributes for said call to agent attributes of agents within said appropriate queue to identify an available agent assigned to said appropriate queue, having all of said required agent attributes; and

g. forwarding said call to said available agent assigned to said appropriate queue and having all of said attributes required to handle said call assigned to said available agent.