Integrated audio and video agent system in an automatic call distribution environment

• US 6,404,747 B1
• Filed: 06/02/1998
• Issued: 06/11/2002
• Est. Priority Date: 06/02/1998
• Status: Expired due to Term

• Current Assignee: Avaya Incorporated
• Original Assignee: Avaya Technology Corporation Miami Lakes FLA US
• Inventors: Mitchell, John, Milstead, Sandra, Singh, Bajinder, Chang, Allan M., Berry, Alfred E., Maiden, Rick, Hamm, Rich
• Primary Examiner(s): Olms, Douglas
• Assistant Examiner(s): Pizarro, Ricardo M.
• Application Number:
  US09/088,640
• Time in Patent Office: 1,470 Days
• Field of Search: 370/360, 370/352, 370/270, 370/260, 370/259, 370/264, 370/265, 370/464, 370/466, 370/467, 370/524, 370/219, 370/220, 370/309, 379/265, 379/242, 379/266, 379/88.13, 379/205, 379/309
• US Class Current: 370/270
• CPC Class Codes: H04M 2201/50 Telephonic communication in combination with video communication
• 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 3/567 Multimedia conference systems
• CPC Class Codes: H04M 3/58 Arrangements for transferring received calls from one subscriber to another; Arrangements affording interim conversations between either the calling or the called party and a third party substation line holding circuits H04M1/80

Abstract

A Video Multimedia Call Center (VMMCC) with multipoint access through a PBX (private branch exchange, also known as a switchboard) within an ACD (automatic call distribution) environment has both audio and video capabilities. The VMMCC extends traditional call center capabilities into the video and collaborative data domain. An organization using the VMMCC is able to provide a more personal and feature rich interface for both their customer service representatives and their end customers. Call center agents are able to communicate visually with customers at any location where the organization supports an endpoint. The agent and the customer have the added benefit of sharing data applications which provides the customer with a level of empowerment and understanding of the organization'"'"'s operation that cannot be appreciated over a standard audio interface. Customers are able to see how their information is truly being represented by the agent. More complex transactions such as mortgage/loan origination interviews, customer help lines, and others are easier for the customer to understand with the ability to see the information unfolding. Errors in information collection are more readily identified through share applications than in traditional audio call centers.

Claims

1. A video multimedia call center, comprising:

a) receiving means for receiving at least one external call from a caller, said at least one external call comprising a video signal component generated at a terminal associated with the caller;

b) automatic call distribution means, associated with said receiving means, for routing said at least one external call to a multimedia agent unit; and

c) integration means for integrating said at least one external call with said multimedia agent unit such that said video signal component is displayable at said multimedia agent unit, the external call thereby being configured for at least one of (i) conferencing with another multimedia agent unit and (ii) transfer of the call to another multimedia agent unit.

2. A video multimedia call center according to claim 1, further comprising:

d) infomercial means for providing a multimedia display to said caller for a time period between initial connection of said at least one external call to said receiving means and said routing of said at least one external call to said multimedia agent unit.

3. A video multimedia call center according to claim 2, further comprising:

e) queuing means, associated with said automatic call distribution means, for holding said at least one external call in a queue until said multimedia agent unit is available to take said call.

4. A video multimedia call center according to claim 3, further comprising:

f) switching means, associated with said integration means, for switching an audio external call from said multimedia agent unit to a voice-only agent unit.

5. A video multimedia call center according to claim 3, further comprising:

f) switching means, associated with said integration means, for switching said at least one external call from said multimedia agent unit to a different multimedia agent unit, wherein said external call contains ITU-T T.120 data and said external call is switched without loss of said ITU-T T.120 data.

6. A video multimedia call center according to claim 1, wherein said automatic call distribution means and said integration means route said at least one external call to an endpoint, wherein said at least one external call complies with ITU-T H.320 standards.

7. A video multimedia call center according to claim 1, wherein said automatic call distribution means and said integration means route said at least one external call to an endpoint, wherein said at least one external call complies with both ITU-T H.320 and ITU-T T.120 standards.

8. A method for agents to interact with customers through and audio/video and data collaboration interface, comprising the steps of:

a) receiving. at least one external call from a caller, said at least. one external call comprising a video signal component generated at a terminal associated with the caller;

b) routing said at least one external call to a multimedia agent unit; and

c) integrating said at least one external call with said multimedia agent unit such that said video signal component is displayable at said multimedia agent unit, the external call thereby being configured for at least one of (i) conferencing with another multimedia agent unit and (ii) transfer of the call to another multimedia agent unit.

9. A method according to claim 8, further comprising:

d) providing a multimedia display to said caller for a time period between initial connection of said at least one external call and said routing of said at least one external call to said multimedia agent unit.

10. A method according to claim 9, further comprising:

e) holding said at least one external call in a queue until said multimedia agent unit is available to take said call.

11. A method according to claim 10, further comprising:

f) switching an audio external call from said multimedia agent unit to a voice-only agent unit.

12. A method according to claim 10, further comprising:

f) switching said at least one external call from said multimedia agent unit to a different multimedia agent unit, wherein said external call contains ITU-T T.120 data and said external call is switched without loss of said ITU-T T.120 data.

13. A method according to claim 9, wherein said step of routing and said step of integrating route said at least one external call to an endpoint, wherein said at least one external call complies with ITU-T H.320 standards.

14. A method according to claim 9, wherein said step of routing and said step of integrating route said at least one external call to an endpoint, wherein said at least one external call complies with both ITU-T H.320 and ITU-T T.120 standards.

15. A video multimedia call center, comprising:

a) a private branch exchange for receiving at least one external call from a caller, said at least one external call comprising a video signal component generated at a terminal associated with the caller;

b) an automatic call distribution center, associated with said private branch exchange, for routing said at least one external call to a multimedia agent unit; and

c) a video call module for integrating said at least one external call with said multimedia agent unit such that said video signal component is displayable at said multimedia agent unit, the external call thereby being configured for at least one of (i) conferencing with another multimedia agent unit and (ii) transfer of the call to another multimedia agent unit.

16. A video multimedia call center according to claim 15, further comprising:

d) a multimedia endpoint infomercial for providing a multimedia display to said caller for a time period between initial connection of said at least one external call to said private branch exchange and said routing of said at least one external call to said multimedia agent unit.

17. A video multimedia call center according to claim 16, wherein said video call module includes means for holding said at least one external call in a queue until said multimedia agent unit is available to take said call.

18. A video multimedia call center according to claim 17, wherein said video call module includes means for switching an audio external call from said multimedia agent unit to a voice-only agent unit.

19. A video multimedia call center according to claim 17, wherein said video call module includes means for switching said at least one external call from said multimedia agent unit to a different multimedia agent unit, wherein said external call contains ITU-T T.120 data and said external call is switched without loss of said ITU-T T.120 data.

20. A video multimedia call center according to claim 15, wherein said automatic call distribution center and said video call module route said at least one external call to an endpoint, wherein said at least one external call complies with ITU-T H.320 standards.

21. A video multimedia call center according to claim 15, wherein said automatic call distribution center and said video call module route said at least one external call to an endpoint, wherein said video call complies with both ITU-T H.320 and ITU-T T.120 standards.