Call center resource processor

• US 6,459,788 B1
• Filed: 04/27/1999
• Issued: 10/01/2002
• Est. Priority Date: 04/27/1999
• Status: Expired due to Term

• Current Assignee: Sprint Communications Company LP (Deutsche Telekom AG)
• Original Assignee: Sprint Communications Company LP (Deutsche Telekom AG)
• Inventors: Jones, Bryce Alan, Khuc, Minh Duy, Coppage, Carl Milton
• Primary Examiner(s): SMITH, CREIGHTON H
• Application Number:
  US09/299,391
• Time in Patent Office: 1,253 Days
• Field of Search: 379/265.09, 379/266.1, 379/900, 370/352
• US Class Current: 379/265.09
• CPC Class Codes: H04M 2207/12 intelligent networks
• CPC Class Codes: H04M 3/51 Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing
• CPC Class Codes: H04Q 3/0029 Provisions for intelligent networking

Abstract

The invention provides a call processing system to handle calls to a call center by obtaining absolute address for a call center resource from a call center resource processor prior to directing the call to the call center resource. The invention includes a call center resource processor that receives an address query from a communications system for an absolute address of a call center resource. The call center resource processor processes the address query to identify the absolute address. After identifying the absolute address, the call center resource processor generates an address response with the absolute address for the call center resource. The call center resource processor transmits the address response with the absolute address from the call center resource processor for the communications system to route the call using the absolute address. At the call center resource, no translation of the call is needed to direct the call to the call'"'"'s final destination, an agent, interactive voice response, or voice response unit. Therefore, complex routing equipment at the call center resource can be eliminated. Because the absolute address is identified at the call center resource processor, the invention may also transmit service data over the same communications equipment as the call from the network element system to the call center resource. Separate communications equipment at the call center resource for service data can be eliminated.

Claims

1. A method for providing an absolute address for a call center resource, the method comprising:

receiving an address query for the absolute address into a call center resource processor from a communications system;

in the call center resource processor, processing the address query to identify the absolute address for the call center resource;

in the call center resource processor, generating an address response with the absolute address for the call center resource; and

transmitting the address response with the absolute address from the call center resource processor for the communications system.

2. The method of claim 1 wherein processing the address query to identify the absolute address for the call center resource comprises processing a caller number in the address query to identify the absolute address.

3. The method of claim 1 wherein processing the address query to identify the absolute address for the call center resource comprises processing a time of day to identify the absolute address.

4. The method of claim 1 wherein processing the address query to identify the absolute address for the call center resource comprises processing a day of the week to identify the absolute address.

5. The method of claim 1 wherein processing the address query to identify the absolute address for the call center resource comprises processing a day of the year to identify the absolute address.

6. The method of claim 1 wherein processing the address query to identify the absolute address for the call center resource comprises processing a geographic region to identify the absolute address.

7. The method of claim 1 wherein processing the address query to identify the absolute address for the call center resource comprises processing a called number in the address query to identify the absolute address.

8. The method of claim 1 wherein processing the address query to identify the absolute address for the call center resource comprises processing a distance between the call center resource and a caller to identify the absolute address.

9. The method of claim 1 wherein processing the address query to identify the absolute address for the call center resource comprises processing a percentage allocation of call center resources to calls to identify the absolute address.

10. The method of claim 1 wherein processing the address query to identify the absolute address for the call center resource comprises processing a load balancing of call center resources to identify the absolute address.

11. The method of claim 1 wherein processing the address query to identify the absolute address for the call center resource comprises processing call quotas of call center resources to identify the absolute address.

12. The method of claim 1 wherein processing the address query to identify the absolute address for the call center resource is based upon caller entered digits.

13. The method of claim 1 further comprising in the call center resource processor, generating service data for the call center resource.

14. The method of claim 1 wherein processing the address query to identify the absolute address for the call center resource further processing an availability indication and capability data in a call center database for the call center resource.

15. The method of claim 14 wherein the availability indication reflects that the absolute address for the call center resource can be used to handle calls.

16. The method of claim 14 wherein the capability data for the call center resource indicate the language capabilities of the call center resource.

17. The method of claim 14 wherein the capability data for the call center resource indicate a gender of a call center resource agent.

18. The method of claim 14 wherein the capability data for the call center resource indicate age groups of call center resource agents.

19. The method of claim 14 wherein the capability data for the call center resource indicate education of call center resource agents.

20. The method of claim 14 wherein the capability data for the call center resource indicate income levels of call center resource agents.

21. The method of claim 14 wherein the capability data for the call center resource indicate seniority level of call center resource agents.

22. The method of claim 14 wherein the capability data for the call center resource indicate skill level of call center resource agents.

23. The method of claim 14 wherein the capability data for the call center resource indicate call center resource agents'"'"' knowledge of a subject.

24. The method of claim 14 wherein the capability data for the call center resource indicate industry experience of call center resource agents.

25. The method of claim 1 further comprising routing calls to voice response device or call center resource agents.

26. The method of claim 1 further comprising playing pre-recorded messages.

27. The method of claim 1 further comprising capturing caller entered digits.

28. The method of claim 27 further comprising validating the caller entered digits.

29. The method of claim 1 further comprising:

receiving service data into a call center report processor;

receiving call information into the call center report processor; and

storing the service data and call information in the call center report processor.

30. A method for updating a call center database with information related to a call center resource, the method comprising:

obtaining an availability indication for the call center resource;

obtaining capability data for the call center resource;

obtaining an association of an absolute address with the call center resource; and

transferring information to the database associating the absolute address for the call center resource with the availability indication and the capability data for the call center resource.

31. The method of claim 30 wherein the availability indication reflects that the absolute address for the call center resource can be used to handle calls.

32. The method of claim 31 further comprising obtaining an unavailability indication for the call center resource and updating the database to reflect that the absolute address for the call center resource cannot be used to handle calls.

33. The method of claim 32 further comprising obtaining another availability indication for the call center resource and updating the database to reflect that the absolute address for the call center resource can be used to handle calls.

34. The method of claim 30 wherein the capability data for the call center resource indicate the language capabilities of the call center resource.

35. The method of claim 30 wherein the capability data for the call center resource indicate a gender of a call center resource agent.

36. The method of claim 30 wherein the capability data for the call center resource indicate age groups of call center resource agents.

37. The method of claim 30 wherein the capability data for the call center resource indicate education of call center resource agents.

38. The method of claim 30 wherein the capability data for the call center resource indicate income levels of call center resource agents.

39. The method of claim 30 wherein the capability data for the call center resource indicate seniority level of call center resource agents.

40. The method of claim 30 wherein the capability data for the call center resource indicate skill level of call center resource agents.

41. The method of claim 30 wherein the capability data for the call center resource indicate call center resource agents'"'"' knowledge of a subject.

42. The method of claim 30 wherein the capability data for the call center resource indicate industry experience of call center resource agents.

43. A software product comprising:

call center resource processor software operational when executed by a processor to direct the processor to receive an address query for the absolute address from a communications system, process the address query to identify the absolute address for the call center resource, generate an address response with the absolute address for the call center resource, and transmit the address response with the absolute address from the call center resource processor for the communications system; and

a software storage medium operational to store the call center resource processor software.

44. The software product of claim 43 wherein the call center resource processor software operational when executed by the processor to direct the processor to process the address query to identify the absolute address for the call center resource is further operational to process a caller number in the address query to identify the absolute address.

45. The software product of claim 43 wherein the call center resource processor software operational when executed by the processor to direct the processor to process the address query to identify the absolute address for the call center resource is further operational to process a time of day to identify the absolute address.

46. The software product of claim 43 wherein the call center resource processor software operational when executed by the processor to direct the processor to process the address query to identify the absolute address for the call center resource is further operational to process a day of the week to identify the absolute address.

47. The software product of claim 43 wherein the call center resource processor software operational when executed by the processor to direct the processor to process the address query to identify the absolute address for the call center resource is further operational to process a day of the year to identify the absolute address.

48. The software product of claim 43 wherein the call center resource processor software operational when executed by the processor to direct the processor to process the address query to identify the absolute address for the call center resource is further operational to process a geographic region to identify the absolute address.

49. The software product of claim 43 wherein the call center resource processor software operational when executed by the processor to direct the processor to process the address query to identify the absolute address for the call center resource is further operational to process a called number in the address query to identify the absolute address.

50. The software product of claim 43 wherein the call center resource processor software coperational when executed by the processor to direct the processor to process the address query to identify the absolute address for the call center resource is further operational to process a distance between the call center resource and a caller to identify the absolute address.

51. The software product of claim 43 wherein the call center resource processor software operational when executed by the processor to direct the processor to process the address query to identify the absolute address for the call center resource is further operational to process a percentage allocation of call center resources to calls to identify the absolute address.

52. The software product of claim 43 wherein the call center resource processor software operational when executed by the processor to direct the processor to process the address query to identify the absolute address for the call center resource is further operational to process a load balancing of call center resources to identify the absolute address.

53. The software product of claim 43 wherein the call center resource processor software operational when executed by the processor to direct the processor to process the address query to identify the absolute address for the call center resource is further operational to process call quotas of call center resources to identify the absolute address.

54. The software product of claim 43 wherein the call center resource processor software operational when executed by the processor to direct the processor to process the address query to identify the absolute address for the call center resource is further operational to process caller entered digits.

55. The software product of claim 43 wherein the call center resource processor software is further operational when executed by the processor to direct the processor to generate service data for the call center resource.

56. The software product of claim 43 wherein the call center resource processor software is further operational when executed by the processor to direct the processor process an availability indication and capability data in a call center database for the call center resource.

57. The software product of claim 56 wherein the availability indication reflects that the absolute address for the call center resource can be used to handle calls.

58. The software product of claim 56 wherein the capability data for the call center resource indicate the language capabilities of the call center resource.

59. The software product of claim 56 wherein the capability data for the call center resource indicate a gender of a call center resource agent.

60. The software product of claim 56 wherein the capability data for the call center resource indicate age groups of call center resource agents.

61. The software product of claim 56 wherein the capability data for the call center resource indicate education of call center resource agents.

62. The software product of claim 56 wherein the capability data for the call center resource indicate income levels of call center resource agents.

63. The software product of claim 56 wherein the capability data for the call center resource indicate seniority level of call center resource agents.

64. The software product of claim 56 wherein the capability data for the call center resource indicate skill level of call center resource agents.

65. The software product of claim 56 wherein the capability data for the call center resource indicate call center resource agents'"'"' knowledge of a subject.

66. The software product of claim 56 wherein the capability data for the call center resource indicate industry experience of call center resource agents.

67. The software product of claim 43 wherein the call center resource processor software is further operational when executed by the processor to direct the processor to route calls to voice response device or call center resource agents.

68. The software product of claim 43 wherein the call center resource processor software is further operational when executed by the processor to direct the processor to play pre-recorded messages.

69. The software product of claim 43 wherein the call center resource processor software is further operational when executed by the processor to direct the processor to capture caller entered digits.

70. The software product of claim 43 wherein the call center resource processor software is further operational when executed by the processor to direct the processor to validate the caller entered digits.

71. The software product of claim 43 wherein the call center resource processor software is further operational when executed by the processor to direct the processor to:

receive service data into a call center report processor;

receive call information into the call center report processor; and

store the service data and call information in the call center report processor.

72. A software product comprising:

resource management software operational when executed by a processor to direct the processor to obtain an availability indication for a call center resource, obtain capability data for the call center resource, obtain an association of an absolute address with the call center resource, and transfer information to the database associating the absolute address for the call center resource with the availability indication and the capability data for the call center resource; and

a software storage medium operational to store the resource management software.

73. The software product of claim 72 wherein the availability indication reflects that the absolute address for the call center resource can be used to handle calls.

74. The software product of claim 73 wherein the resource management software is further operational when executed by the processor to direct the processor to obtain an unavailability indication for the call center resource and update the database to reflect that the absolute address for the call center resource cannot be used to handle calls.

75. The software product of claim 74 wherein the resource management software is further operational when executed by the processor to direct the processor to obtain another availability indication for the call center resource and update the database to reflect that the absolute address for the call center resource can be used to handle calls.

76. The software product of claim 72 wherein the capability data for the call center resource indicate the language capabilities of the call center resource.

77. The software product of claim 72 wherein the capability data for the call center resource indicate a gender of a call center resource agent.

78. The software product of claim 72 wherein the capability data for the call center resource indicate age groups of call center resource agents.

79. The software product of claim 72 wherein the capability data for the call center resource indicate education of call center resource agents.

80. The software product of claim 72 wherein the capability data for the call center resource indicate income levels of call center resource agents.

81. The software product of claim 72 wherein the capability data for the call center resource indicate seniority level of call center resource agents.

82. The software product of claim 72 wherein the capability data for the call center resource indicate skill level of call center resource agents.

83. The software product of claim 72 wherein the capability data for the call center resource indicate call center resource agents'"'"' knowledge of a subject.

84. The software product of claim 72 wherein the capability data for the call center resource indicate industry experience of call center resource agents.