Virtualized computer telephony integrated link for enhanced functionality in call centers

• US 6,359,981 B1
• Filed: 10/14/1997
• Issued: 03/19/2002
• Est. Priority Date: 02/10/1997
• 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: Bondarenko, Oleg, Karpenko, Pavel, Miloslavsky, Alec, Petrov, Andrei, Barskyy, Myhailo, Neyman, Igor, Issayev, Valeriy
• Primary Examiner(s): Hoosain, Allan
• Application Number:
  US08/950,253
• Time in Patent Office: 1,617 Days
• Field of Search: 379/219, 379/230, 379/242, 379/258, 379/260, 379/262, 379/265, 379/266, 379/268, 379/198, 379/207, 379/265-1-2, 379/221.08, 379/221.09, 370/270, 370/352
• US Class Current: 379/265.09
• CPC Class Codes: H04M 1/2473 Telephone terminals interfacing a personal computer, e.g. using an API (Application Programming Interface) details of API H04M7/0021
• CPC Class Codes: H04M 2201/40 using speech recognition
• CPC Class Codes: H04M 2201/42 Graphical user interfaces
• CPC Class Codes: H04M 2203/408 Customer-specific call routing plans
• CPC Class Codes: H04M 2242/22 Automatic class or number identification arrangements
• CPC Class Codes: H04M 3/323 for the arrangements providing the connection (test connection, test call, call simulation)
• CPC Class Codes: H04M 3/42042 Notifying the called party of information on the calling party details within substation equipment H04M1/57, signalling details H04Q3/72
• CPC Class Codes: H04M 3/42059 Making use of the calling party identifier
• CPC Class Codes: H04M 3/42102 Making use of the called party identifier
• CPC Class Codes: H04M 3/42127 Systems providing several special services or facilities from groups H04M3/42008 - H04M3/58
• CPC Class Codes: H04M 3/42153 by subscriber
• CPC Class Codes: H04M 3/42161 via computer interface
• CPC Class Codes: H04M 3/42221 Conversation recording systems at the subscriber's set H04M1/656
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements
• CPC Class Codes: H04M 3/5191 interacting with the Internet
• CPC Class Codes: H04M 3/523 with call distribution or queueing
• CPC Class Codes: H04M 3/5235 Dependent on call type or called number [DNIS]
• CPC Class Codes: H04M 7/00 Arrangements for interconnection between switching centres
• CPC Class Codes: H04M 7/006 Networks other than PSTN/ISDN providing telephone service, e.g. Voice over Internet Protocol (VoIP) , including next generation networks with a packet-switched transport layer H04L65/00 takes precedence; aspects not specific to the type of network H04M3/00; special services in those networks H04M3/42

Abstract

A telephony call center has agent workstations having telephones connected to station-side ports of a telephone switching apparatus adapted to receive and switch conventional telephone calls to the telephones, and also computer platforms connected on a local area network (LAN). A processor also connected on the LAN has a wide area network (WAN) port and is adapted to receive and distribute computer-simulated telephone calls from the WAN to computer platforms at the agent stations. At individual agent stations the telephone and computer platform is connected by a Telephone Application Programming Interface (TAPI)-compliant bridge. Status of calls of both types at agent workstations is communicated to a network-level router by the processor having a WAN connection, which may also receive computer-simulated calls. The router may then make routing decisions based on agent status relative to both kinds of calls.

Claims

1. A telephony call center, comprising:

a plurality of agent stations, individual ones of the agent stations having a telephone connected to a telephone trunk from a telephony network level Service Control Point (SCP) and also having a computer platform;

a local area network (LAN) connecting at least some of the computer platforms at the agent stations;

a processor connected on the LAN having both a connection to an Internet network for Internet Protocol Network Telephony (IPNT) and a data link to the SCP separate from the telephone trunk; and

a Telephone Application Programming Interface (TAPI)-compliant bridge circuit between the telephone and the computer platform in individual ones of the agent stations;

wherein the call center receives conventional telephone calls from the conventional telephony network from the SCP, and also receives IPNT calls from the Internet, separate from the conventional telephony network, at the Internet connection, and distributes both the IPNT calls and conventional calls to the agent stations based on the status of agents at the computer platforms determined by the processor monitoring both the status of agents handling both conventional calls received at agent station telephones and IPNT calls received at the Internet connection, and wherein, at an agent workstation having the TAPI-compliant bridge, an agent may utilize the telephone in interacting with an IPNT call routed to the computer platform at the agent workstation.

2. The call center of claim 1 wherein the TAPI-compliant bridge is used to monitor telephone status and activity by the computer workstation, which may report the monitored status and activity on the LAN to the processor on the LAN having an Internet connection.

3. The call center of claim 2 wherein the processor having the Internet connection may report status at the call center to a router at network level.

4. The call center of claim 1 further comprising a data server connected on the LAN, the data server comprising a caller database, wherein data associated with incoming calls is used as a key to retrieve data associated with callers from the caller database, and the data is displayed on video display units (VDUs) of the computer platforms at individual agent workstations.

5. The call center of claim 4 further comprising agent scripts stored in a database, and displayed on agent'"'"'s VDUs according to data associated with incoming calls.