Multiple client remote agent network method

• US 6,320,956 B1
• Filed: 01/25/1999
• Issued: 11/20/2001
• Est. Priority Date: 01/25/1999
• Status: Expired due to Term

• Current Assignee: Arise Virtual Solutions Incorporated (Arise Holdings, Inc.), CSN, Inc. (EZCorp Inc)
• Original Assignee: Willow CSN, Inc. (Arise Holdings, Inc.)
• Inventors: Cherry, Richard
• Primary Examiner(s): Matar, Ahmad
• Assistant Examiner(s): BUI, BING Q
• Application Number:
  US09/237,517
• Time in Patent Office: 1,030 Days
• Field of Search: 379/88.17, 379/88.21, 379/113, 379/212, 379/242, 379/265, 379/266, 379/265.01, 379/265.02, 379/265.11, 379/265.12, 379/265.13, 379/266.09, 379/309
• US Class Current: 379/265.02
• CPC Class Codes: H04M 2203/2072 Schedules, e.g. personal calendars
• CPC Class Codes: H04M 3/36 Statistical metering, e.g. recording occasions when traffic exceeds capacity of trunks
• CPC Class Codes: H04M 3/42323 PBX's with CTI arrangements
• CPC Class Codes: H04M 3/5125 with remote located operators
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision 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

Abstract

A method of providing call center remote agents the ability to conduct transactions for a plurality of call center clients while providing integrated voice, data, supervisory monitoring and payroll services to both remote agent and call center client. Customer initiated inbound calls are routed through a voice switch which is dynamically controlled by a network coordinator. The network coordinator monitors a plurality of authorized remote agents signed on through computer terminals trained to process customer calls for one or more call center clients. Rather than hold a customer in a traditional call center queue until another local agent becomes available, the network coordinator selects an available and authorized remote agent to accept the call and directs the voice switch to connect the customer to the remote agent. The remote agent then accesses the call center client'"'"'s transactional computer through the remote agent'"'"'s terminal to process the customer initiated transaction whether it is sales, reservations, information or the like.

Claims

1. A method of providing automatic call distribution service to one or more remotely located agents trained to service calls for a plurality of client call centers, comprising the steps of:

receiving a customer-initiated telephone call at a call center;

routing the customer-initiated telephone call through a carrier to a voice switch;

deriving an array of caller information from the voice switch;

transmitting the array of caller information relating to the customer-initiated telephone call to a network coordinator servicing a plurality of different call centers, the network coordinator identifying at least one remotely located agent trained to service calls for a plurality of client call centers and authorized to receive the customer-initiated telephone call for the call center;

directing the customer-initiated telephone call from the voice switch to the designated remote agent;

tracking the number of calls handled by a remotely located agent for the call center and providing payroll services for the call center on behalf of the remotely located agent; and

rendering supervisory assistance from the call center wherein a supervisor at the call center may tap into the voice switch to assist in customer-initiated telephone call.

2. The method of claim 1, further comprising the steps of the network coordinator maintaining statistical records of each customer-initiated telephone call and providing the statistical records to the call center.

3. The method of claim 1, further comprising the steps of utilizing electronic mail for communication between the network coordinator, the remotely located agent and the call center.

4. The method of claim 1, further comprising the steps of monitoring the voice conversations taking place in the customer-initiated call through the voice switch by the network coordinator and the network coordinator providing access to the voice conversations to the call center.

5. A method of providing automatic call distribution service to one or more remotely located agents trained to service calls for a plurality of client call centers, comprising the steps of:

receiving a customer-initiated telephone call at a voice switch;

deriving an array of caller information from the voice switch;

transmitting the array of caller information relating to the customer-initiated telephone call to a network coordinator servicing a plurality of different call centers, the network coordinator identifying at least one remotely located agent trained to service calls for a plurality of client call centers and authorized to receive the customer-initiated telephone call for the call center;

directing the customer-initiated telephone call from the voice switch to the designated remote agent;

tracking the number of calls handled by a remotely located agent for the call center and providing payroll services for the call center on behalf of the remotely located agent; and

rendering supervisory assistance from the call center wherein a supervisor at the call center may tap into the voice switch to assist in customer-initiated telephone call.

6. The method of claim 5, further comprising the steps of the network coordinator maintaining statistical records of each customer-initiated telephone call and providing the statistical records to the call center.

7. The method of claim 5, further comprising the steps of utilizing electronic mail for communication between the network coordinator, the remotely located agent and the call center.

8. The method of claim 5, further comprising the steps of monitoring the voice conversations taking place in the customer-initiated call through the voice switch by the network coordinator and the network coordinator providing access to the voice conversations to the call center.

9. A method of providing automatic call distribution service to one or more remotely located agents trained to service calls for a plurality of client call centers comprising the steps of:

receiving a customer-initiated telephone call at a call center;

routing the customer-initiated telephone call through a carrier to a voice switch;

deriving an array of caller information from the voice switch;

transmitting the array of caller information relating to the customer-initiated telephone call to a network coordinator servicing a plurality of different call centers, the network coordinator identifying at least one remotely located agent trained to service calls for a plurality of client call centers and authorized to receive the customer-initiated telephone call for the call center;

directing the customer-initiated telephone call from the voice switch to the designated remote agent;

tracking the number of calls handled by a remotely located agent for the call center and providing payroll services for the call center on behalf of the remotely located agent;

maintaining statistical records of each customer-initiated telephone call and providing the statistical records to the call center;

utilizing electronic mail for communication between the network coordinator, the remotely located agent and the call center;

monitoring the voice conversations taking place in the customer-initiated call through the voice switch by the network coordinator and the network coordinator providing access to the voice conversations to the call center; and

rendering supervisory assistance from the call center wherein a supervisor at the call center may tap into the voice switch to assist in customer-initiated telephone call.

10. A method of providing automatic call distribution service to one or more remotely located agents trained to service calls for a plurality of client call centers comprising the steps of:

receiving a customer-initiated telephone call at a voice switch;

deriving an array of caller information from the voice switch;

transmitting the array of caller information relating to the customer-initiated telephone call to a network coordinator servicing a plurality of different call centers, the network coordinator identifying at least one remotely located agent trained to service calls for a plurality of client call centers and authorized to receive the customer-initiated telephone call for the call center;

directing the customer-initiated telephone call from the voice switch to the designated remote agent;

tracking the number of calls handled by a remotely located agent for the call center and providing payroll services for the call center on behalf of the remotely located agent;

maintaining statistical records of each customer-initiated telephone call and providing the statistical records to the call center;

utilizing electronic mail for communication between the network coordinator, the remotely located agent and the call center;

monitoring the voice conversations taking place in the customer-initiated call through the voice switch by the network coordinator and the network coordinator providing access to the voice conversations to the call center; and

rendering supervisory assistance from the call center wherein a supervisor at the call center may tap into the voice switch to assist in customer-initiated telephone call.