Method and apparatus for enabling full interactive monitoring of calls to and from a call-in center

• US 6,408,064 B1
• Filed: 03/31/2000
• Issued: 06/18/2002
• Est. Priority Date: 02/20/1998
• 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: Fedorov, Sergey, Bondarenko, Oleg
• Primary Examiner(s): Hong, Harry S.
• Application Number:
  US09/539,979
• Time in Patent Office: 809 Days
• Field of Search: 379/32.01, 379/32.04, 379/35, 379/93.06, 379/265.06, 379/265.07, 379/266.01, 379/267, 379/309, 379/387.01
• US Class Current: 379/265.06
• CPC Class Codes: H04M 3/20 with means for interrupting existing connections; with means for breaking-in on conversations
• CPC Class Codes: H04M 3/2281 Call monitoring, e.g. for law enforcement purposes; Call tracing; Detection or prevention of malicious calls
• CPC Class Codes: H04M 3/42221 Conversation recording systems at the subscriber's set H04M1/656
• 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 3/5175 Call or contact centers supervision arrangements
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements
• 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

Abstract

An agent station at a telephone call center has a telephone and a computer platform with a sound card. The telephone has a speaker line connected to at least a microphone input at the sound card. In some instances the speaker line is connected to both the microphone and speaker ports to the sound card. Agent stations in the call center are interconnected on a LAN such that a supervisor at one station may monitor telephone conversations at another station having the connected telephone and sound card. In some instances a file-sharing application is used, allowing a supervisor to view a screen at the agent station as well as to monitor and participate in telephone conversations. The system provides a complete monitoring a service-observing capability in the call center.

Claims

1. A System for agent-management and supervision in a call center, comprising:

one or more agent stations and a supervisor station in the call center, each station having a computer platform and a telephone, the telephones integrated with the computer platforms in a manner providing audio on the telephones as digital data to the computer platforms, with the computer platforms interconnected through a local area network (LAN); and

client software at the agent stations and control software at the supervisor station;

characterized in that the control software provides display indicia representing active agent stations, such that selection of an indicia by a supervisor enables the supervisor to monitor and/or participate in calls at the agent'"'"'s station.

2. The system of claim 1 wherein the software further provides ability for the supervisor to view a duplicate of a display at the agent'"'"'s computer platform.

3. The system of claim 1 wherein interaction between the supervisor station and the agent stations include at least one of providing real-time aid and instruction to the agents, participating in the calls, communicating with the agent transparent to the caller, and selecting audio and graphics for archiving.

4. The system of claim 1 wherein the indicia at the supervisor station comprise at least one of an audio signal, a flashing icon representing an individual agent, and pop-up notifications on the supervisor'"'"'s desktop.

5. The system of claim 1 wherein by clicking on an agent'"'"'s icon, passive monitoring and/or interaction between the supervisor station and the agent station would commence.

6. The system of claim 1 wherein a supervisor station monitors and participates in the activities of several agents simultaneously.

7. A method for agent-management and supervision in a call center, comprising steps of;

(a) interconnecting each one of an agent station and a supervisor station in a call center to a local area network (LAN), each station having a computer platform and a telephone, the telephones integrated with the computer platforms in a manner providing audio on the telephones as digital data to the computer platforms;

(b) providing client software at the agent stations and control software at the supervisor station;

(c) providing display indicia at the supervisor station, via the control software, representing active agent stations,

(d) selecting the indicia by a supervisor, enabling the supervisor to monitor and/or participate in calls at the agent'"'"'s station.

8. The method of claim 7 wherein in step (d), selecting the indicia further provides ability for the supervisor to view a duplicate of a display at the agent'"'"'s computer platform.

9. The method of claim 7 wherein in step (d) participation includes interaction between the supervisor station and the agent stations of at least one of providing real-time aid and instruction to the agents, participating in the calls, communicating with the agent transparent to the caller, and selecting audio and graphics for archiving.

10. The method of claim 7 wherein in step (c), the indicia at the supervisor station comprise at least one of an audio signal, a flashing icon representing an individual agent, and pop-up notifications on the supervisor'"'"'s desktop.

11. The method of claim 7, wherein in step (d) the supervisor monitors and participates in the activities of several agents simultaneously.