Extended access for automatic call distributing system

• US 6,366,575 B1
• Filed: 11/01/1996
• Issued: 04/02/2002
• Est. Priority Date: 11/01/1996
• Status: Expired due to Term

• Current Assignee: S Aqua Semiconductor LLC (Intellectual Ventures LLC)
• Original Assignee: Teloquent Communications Corporation (Enghouse Systems Limited)
• Inventors: Barkan, Robert H., Fried, Jeffrey A., Draginich, Lawrence J.
• Primary Examiner(s): YAO, KWANG BIN
• Application Number:
  US08/740,790
• Time in Patent Office: 1,978 Days
• Field of Search: 370/259, 370/260, 370/261, 370/270, 370/271, 370/352, 370/353, 370/354, 370/355, 370/356, 370/360, 370/410, 370/395.2, 370/395.21, 370/395.52, 370/401, 379/265, 379/266, 379/260, 379/272, 379/273, 379/265.01, 379/265.02, 379/265.05, 379/265.09, 379/265.11
• US Class Current: 370/352
• CPC Class Codes: H04M 2203/405 Competitive bidding for work items
• CPC Class Codes: H04M 2242/22 Automatic class or number identification arrangements
• 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 3/42093 Notifying the calling party of information on the called or connected party
• CPC Class Codes: H04M 3/42323 PBX's with CTI arrangements
• CPC Class Codes: H04M 3/51 Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing
• CPC Class Codes: H04M 7/0033 Notification or handling of incoming calls by a computer
• CPC Class Codes: H04M 7/12 for working between exchanges having different types of switching equipment, e.g. power-driven and step by step or decimal and non-decimal
• CPC Class Codes: H04Q 3/72 Finding out and indicating number of calling subscriber

Abstract

A system for establishing a telephone call between an outside telephone and an agent station, the outside telephone is associated with an outside computer that is connected to a public computer network and is used to request a call with an agent. The request is received at a server connected to the public computer network and is communicated by the server to a call router that is connected to a telephone network and monitors the status of agent stations connected to the telephone network. The call router identifies an available agent station, and signals are sent to establish a telephone call from the outside telephone to the available agent.

Claims

1. A method of establishing a telephone call between an outside telephone and an agent station comprising

making a request for a telephone call with an agent station, said request being made at an outside computer that is associated with said outside telephone and is connected to a public computer network,

receiving said request at a server connected to said public computer network-and communicating said request to a call router that monitors the status of agent stations connected to a telephone network,

identifying, after said receiving and prior to initiating a call from said outside telephone, an available agent station at said call router, and

initiating and establishing, after said identifying, a telephone connection from said outside telephone directly to said available agent station over said telephone network so that said connection is external of said call router.

2. The method of claim 1 wherein said server sends a dial sequence instruction to said outside computer to dial said available agent station.

3. The method of claim 1 wherein said server sends an instruction to display a phone number for said available outside agent at said outside computer, and said user establishes said telephone call from said outside telephone to said available agent station.

4. The method of claim 1 wherein said call router is connected to said telephone network and monitors the status of said agent stations via end-to-end messages sent over said telephone network.

5. The method of claim 1 wherein said server sends information regarding the request to said call router for use in selecting an appropriate agent station.

6. The method of claim 5 wherein said information regarding the request includes CLID.

7. The method of claim 5 wherein said information regarding the request includes information entered at said outside computer.

8. The method of claim 1 wherein said public computer network is the internet, said outside computer has a web browser, and said server is a web server.

9. The method of claim 8 wherein said request is made from a web page.

10. The method of claim 9 wherein said web page is used to enter form input data sent from said outside computer to said web server and from said web server to said call router, said call router using said form input data in selecting an appropriate agent station.

11. The method of claim 1 wherein said telephone network is a public telephone network, and said outside telephone is a conventional telephone, and said agent station has a conventional telephone.

12. The method of claim 1 wherein said telephone network includes the internet, said outside telephones are internet phones, and said agent stations have internet phones.

13. The method of claim 1 wherein said outside telephone or a telephone at said agent station is an internet phone, and the other phone is a conventional phone, and wherein said telephone network includes the public telephone network, the internet and a converter device connected between the public telephone network and the internet.

14. The method of claim 11 wherein said outside telephone and said outside computer are connected to the public telephone network via a common modem, and said outside computer is connected to said internet via an internet access provider.

15. The method of claim 11 wherein said outside telephone is connected via one line to said public telephone network, said outside computer is connected via a modem to another line to said public telephone network, and said outside computer is connected to said internet via an internet access provider.

16. The method of claim 11 wherein said outside telephone is connected via one line to said public telephone network, and said outside computer is connected to the internet via a local area network card.

17. The method of claim 1 wherein, after said identifying, said outside computer receives a message indicating time remaining for the user at the outside computer to confirm that a call should be made to the available agent station.

18. The method of claim 17 wherein, after said identifying, said outside computer receives a message indicating the location of said available agent station and displays the location.

19. The method of claim 18 wherein said computer includes a graphical user interface for entering a confirmation to continue with the request for a telephone call with an agent station.

20. The method of claim 1 wherein said call router also receives incoming telephone calls and identifies available agent stations for handling the incoming telephone calls.

21. The method of claim 1 further comprising establishing screen sharing between said agent station and said outside computer over the internet.

22. The method of claim 1 wherein there are a plurality of call routers that each have associated agent stations connected to said telephone network, and wherein said request for an available agent is communicated as an offer message to said plurality of call routers.

23. The method of claim 22 further comprising sending a bid message from one or more of said call routers to said server after identifying an available agent station, each said bid message identifying an available agent to handle said request.

24. The method of claim 23 wherein said server sends a give message to one of said call routers that have sent a bid message and a cancel message to any other call routers that have sent a bid message.

25. The method of claim 1 wherein said available agent station sends a message to said call router indicating that a call is coming in from said outside telephone, and said call router sends a message to said agent station authorizing said agent station to receive said call.

26. The method of claim 1 wherein said agent station is an automated attendant.

27. The method of claim 1 further comprising identifying an alternative non-agent station resource to handle a further request for a telephone call with an agent station, and establishing a telephone call from said outside telephone to a said non-agent station resource.

28. The method of claim 27 wherein said non-agent station resource is a member of the group consisting of a voice mail post office box and an automated call distributor that is different than said call router.

29. Apparatus for establishing a telephone call between an outside telephone and an agent station connected to a telephone network, said outside telephone being associated with an outside computer connected to a public computer network, comprising

a call router that monitors the status of agent stations connected to said telephone network, and identifies an available agent in response to a request for an available agent, and

a server that is connected to said public computer network, receives requests for a telephone call with an agent station from said outside computer, communicates said requests to said call router, thereafter receives an identification of an available agent from said call router prior to initiating a call from said outside telephone, and thereafter sends signals to said outside computer permitting a telephone connection to be initiated and established directly from said outside telephone to said available agent so that said connection is external of said call router.

30. The apparatus of claim 29 wherein said signals are a dial sequence instruction to said outside computer to dial said available agent station.

31. The apparatus of claim 29 wherein said signals are an instruction to display a phone number for said available outside agent at said outside computer.

32. The apparatus of claim 29 wherein said server sends information regarding the request to said call router for use in selecting an appropriate agent station.

33. The apparatus of claim 32 wherein said information regarding the request includes CLID.

34. The apparatus of claim 29 wherein said call router is connected to said telephone network and monitors the status of said agent stations via end-to-end-messages sent over said telephone network.

35. The apparatus of claim 29 wherein said public computer network is the internet, said outside computer has a web browser, and said server is a web server.

36. The apparatus of claim 35 wherein a web page at said outside computer is used to enter form input data sent to said web server and from said web server to said call router, said call router using said form input data in selecting an appropriate agent station.

37. The apparatus of claim 29 wherein said telephone network is a public telephone network, and said outside telephone is a conventional telephone, and said agent station has a conventional telephone.

38. The apparatus of claim 29 wherein said telephone network includes the internet, said outside telephones are internet phones, and said agent stations have internet phones.

39. The apparatus of claim 29 wherein said outside telephone or a telephone at said agent station is an internet phone, and the other phone is a conventional phone, and wherein said telephone network includes the public telephone network, the internet, and a converter device connected between the public telephone network and the internet.

40. The apparatus of claim 29 wherein, after an available agent has been identified, said server sends a message indicating time remaining for the user at the outside computer to confirm that a call should be made to the available agent station.

41. The apparatus of claim 40 wherein, after an available agent has been identified, said server sends a message to said outside computer indicating the location of said available agent station.

42. The apparatus of claim 29 wherein said call router is adapted to also receive incoming telephone calls and identify available agent stations for handling the incoming telephone calls.

43. The apparatus of claim 29 wherein said outside computer and said agent station are programmed to establish screen sharing between said agent station and said outside computer over the internet.

44. The apparatus of claim 29 wherein there are a plurality of call routers that each have associated agent stations connected to said telephone network, and wherein said request for an available agent is communicated from said server as an offer message to said plurality of call routers.

45. The apparatus of claim 29 wherein said available agent station is adapted to send a message to said call router indicating that a call is coming in from said outside telephone, and said call router is adapted to send a message to said agent station authorizing said agent station to receive said call.

46. The apparatus of claim 29 wherein said agent station is an automated attendant.

47. The apparatus of claim 29 said call router also identifies an alternative non-agent station resource to handle a further request for a telephone call with an agent station, and said server sends further signals to permit establishing a telephone call from said outside telephone to a said non-agent station resource.

48. The apparatus of claim 47 wherein said non-agent station resource is a member of the group consisting of a voice mail post office box and an automated call distributor that is different than said call router.