Method and apparatus for providing integrated routing for PSTN and IPNT calls in a call center

• US 6,389,007 B1
• Filed: 09/24/1998
• Issued: 05/14/2002
• Est. Priority Date: 09/24/1998
• 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: Miloslavsky, Alec, Shenkman, Grigory
• Primary Examiner(s): Nguyen, Chau
• Assistant Examiner(s): Kwoh, Jasper
• Application Number:
  US09/160,558
• Publication Number:
  US 20020057674A1
• Time in Patent Office: 1,328 Days
• Field of Search: 370/352-356, 370/401, 370/410, 370/522, 379/265, 379/266, 379/267, 379/265.01, 379/265.02, 379/265.03, 379/265.04, 379/265.05, 379/265.08, 379/265.09, 379/265.1, 379/265.11, 379/266.06
• US Class Current: 370/352
• CPC Class Codes: H04L 65/1104 Session initiation protocol [SIP]
• CPC Class Codes: H04L 65/401 wherein the services involve a main real-time session and one or more additional parallel real-time or time sensitive sessions, e.g. white board sharing or spawning of a subconference
• CPC Class Codes: H04M 3/42323 PBX's with CTI arrangements
• CPC Class Codes: H04M 3/493 Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals
• 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 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
• CPC Class Codes: H04Q 3/72 Finding out and indicating number of calling subscriber

Abstract

An integrated router (IR) in a call center monitors and controls both a telephony switch receiving and forwarding connection-oriented, switched telephony (COST) calls and a Data Network Telephony (DNT) processor receiving and forwarding DNT calls. The one IR consults a common data repository storing status of agents on both types of calls, and routes all calls according to a single set of rules, which can take a variety of forms. In one embodiment telephones at agent stations are adapted to handle both OST and DNT calls.

Claims

1. An integrated router (IR) comprising:

a first link connecting the IR to a telephony switch for receiving and switching connection-oriented, switched telephony (COST) calls to connected telephones at agent stations;

a second direct link coupling the IR to a DNT processor capable of receiving and switching data network telephony (DNT) calls to network-connected DNT interface equipment at the agent stations;

an agent-status data repository for storing status and availability information of the agent stations; and

control routines directly monitoring and controlling both the telephony switch and the DNT processor, via the first and second links;

wherein the telephony switch and the DNT processor directly report incoming calls, whether COST or DNT, to the IR, and the IR directly controls the telephony switch and the DNT processor to route calls to available agent stations under a single set of routing rules at least partially based on agent status and availability information received from the agent-status data repository.

2. The IR of claim 1 wherein the IR is connected by the first link to a telephony switch through a CTI processor.

3. A call center comprising:

a telephony switch receiving and switching connection-oriented, switched telephony (COST) calls to connected telephones at agent stations;

a DNT processor receiving and switching data network telephony (DNT) calls to network-connected DNT interface equipment at the agent stations;

an agent-status data repository for storing status and availability information of the agent stations; and

an integrated router (IR) adapted to directly monitor and control both the telephony switch and the DNT processor;

wherein the telephony switch and the DNT processor directly report incoming calls, whether COST or DNT, to the IR, and the IR directly controls the telephony switch and the DNT processor to route the calls to available agent stations under a single set of rules at least partially based on agent status and availability information received from the agent-status data repository.

4. The call center of claim 3 wherein the IR is connected by the first link to a telephony switch through a CTI processor.

5. The call center of claim 3 wherein selected agent stations have both a COST-capable telephone and a personal computer with a video display unit (PC/VDU), and the telephone is connected to the PC/VDU through a sound card such that the telephone can be used for both COST and DNT calls.

6. The call center of claim 5 wherein the telephone is a headset telephone.

7. A method for commonly routing COST and DNT calls in a call center, comprising steps of:

(a) directly informing an integrated router (IR) of connection-oriented, switched telephony (COST) calls received at a telephony switch connected to telephones at agent stations;

(b) directly informing the IR of Data Network Telephony (DNT) calls received at a DNT-capable processor switching DNT calls;

(c) consulting an agent-availability data repository; and

(d) routing the COST and DNT calls under a single set of routing rules to the agent stations at least partially based on agent availability information received from the agent-availability data repository.

8. The method of claim 7 wherein in step (c) the agent-availability repository is updated in real time.