Automatic call distribution system using computer network-based communication

• US 6,665,395 B1
• Filed: 12/11/1998
• Issued: 12/16/2003
• Est. Priority Date: 12/11/1998
• Status: Expired due to Term

• Current Assignee: Avaya Incorporated
• Original Assignee: Avaya Technology Corporation Miami Lakes FLA US
• Inventors: Zhang, Zhiyu, Zilko, Stephen P., Horvath, Edward C., Novosel, Peter, Bunyan, Peter, Seah, Kirschen Alcyone, Moore, Dwight M., Sanchez, Christopher, Hoq, Mohammed Ehtesham, Bowen, Kenneth Lynn, Wells, Mark Lovett, Currie, George, Balakrishnan, Govind, Busey, Andrew T.
• Primary Examiner(s): TIEU, BENNY QUOC
• Application Number:
  US09/209,800
• Time in Patent Office: 1,831 Days
• Field of Search: 379/265-1-2, 379/266-1-2, 379/309, 379/900, 379/219, 379/221.06, 379/221.01, 379/221.03, 370/352, 370/270, 709/223-226
• US Class Current: 379/265.09
• CPC Class Codes: H04M 2203/551 Call history
• CPC Class Codes: H04M 3/5191 interacting with the Internet
• CPC Class Codes: H04M 3/5233 Operator skill based call distribution
• CPC Class Codes: H04M 7/0027 Collaboration services where a computer is used for data transfer and the telephone is used for telephonic communication

Abstract

Multiple communication types are integrated into a call center. The communication types can be chat, email, Internet Protocol (IP) voice, traditional telephone, web page, digital image, digital video and other types. Features of the invention include allowing a single agent to handle multiple customers on multiple channels, or “endpoints.” Prioritizing and assigning calls to agents based on a specific criteria such as the number of endpoints assigned to an agent, the agent'"'"'s availability, the priority of a customer call, the efficiency of a given agent and the agent'"'"'s efficiency at handling a particular communication type call. An agent user inteface is described that allows the agent to have control over accepting multiple calls. The agent can drag and drop canned responses, images, URLs, or other information into a window for immediate display on a customer'"'"'s computer. The system provides for detailed agent performance tracking. The system provides failure recovery by using a backup system. If the network server fails, then the customer is connected directly to an agent. When a failed computer comes back on line, the statistics gathered are then used to synchronize the returned computer. The system provides extensive call recording or “data wake” information gathering. The system provides flexibility in transferring large amounts of historic and current data from one agent to another, and from storage to an active agent. The system integrates human agents'"'"' knowledge with an automated knowledge base. The system provides for an agent updating, or adding, to the knowledge base in real time. The system also provides for “blending” of different communication types.

Claims

1. An automatic call distribution system for transferring information between customers and agents, the automatic call distribution system comprising:

a network interface for transferring information between customers and agents through a computer network wherein information is transferred via a communication line, wherein a “

call”

is a request that a customer be placed in communication with an agent; and

a control system for simultaneously assigning a plurality of customers to a single agent through one or more of agent-user interfaces, the control system assigning a call to the agent based upon a criteria including the number of available lines allocated to the agent divided by the number of total lines allocated to the given agent.

2. The automatic call distribution system of claim 1, further comprising

a reconnection mechanism for reconnecting a customer previously assigned to a given agent back to the given agent after there has been an inadvertent disconnect.

3. The automatic call distribution system of claim 1 further comprising:

the control system for simultaneously assigning a plurality of customers to a single agent through one or more of the agent-user interfaces, the control system assigning a call to a given line based upon a status of the given line, wherein the status of a line is one of the following states;

(1) the line is available to receive a call, (2) the line is unavailable because the line is disconnected, (3) the line is unavailable because the line is presently handling a call, or (4) the line is unavailable because a call on the line has recently been completed and additional processing with respect to the completed call is being performed.

4. The automatic call distribution system of claim 1 further comprising:

a selection control responsive to a customer'"'"'s selection to indicate a preferred mode of communication.

5. The automatic call distribution system of claim 4, wherein the indicated preferred mode of communication is online chat.

6. The automatic call distribution system of claim 4, wherein the indicated preferred mode of communication is by web page communication.

7. The automatic call distribution system of claim 4, wherein the indicated preferred mode of communication is packet voice.

8. The automatic call distribution system of claim 4, wherein the indicated preferred mode of communication is telephone.

9. The automatic call distribution system of claim 4, wherein the indicated preferred mode of communication is video conferencing.

10. The automatic call distribution system of claim 4, wherein the indicated preferred mode of communication is application sharing.

11. The automatic call distribution system of claim 4, wherein the indicated preferred mode of communication whiteboarding.

12. The automatic call distribution system of claim 4, wherein the indicated preferred mode of communication is email.

13. The automatic call distribution system of claim 4, wherein the indicated preferred mode of communication is voice mail.

14. The automatic call distribution system of claim 1, wherein the control system assigns a call to a given line based upon criteria for giving priority to predetermined customers.

15. The automatic call distribution system of claim 1 further comprising:

the control system for assigning the call to the given agent based upon criteria reflecting the given agent'"'"'s ability to handle calls and the call'"'"'s current session data.

16. The automatic call distribution system of claim 15, wherein the control system for assigning the call to the given agent is based upon historical customer data.

17. The automatic call distribution system of claim 15 further comprising:

the control system for assigning the call to the agent based upon the agent'"'"'s ability to handle calls according to communication type.

18. The automatic call distribution system of claim 15 further comprising:

the control system for prioritizing calls according to communication type.

19. The automatic call distribution system of claim 18, wherein the control system prioritizes calls according to a predetermined customer rating.

20. An automatic call distribution system, comprising:

an agent computer system operated by a human agent for communication with a customer;

a control system for simultaneously assigning a plurality of customers to a single agent computer system, the control system assigning a call to the agent computer system based upon web pages the customer has viewed; and

an agent interface providing a selection of predefined data for the agent to select for presentation to the customer.

21. The automatic call distribution system of claim 20, wherein the agent interface includes

a process for causing the display of a predefined text section that the agent can transfer to the customer.

22. The automatic call distribution system of claim 20, wherein the agent interface includes

a process for causing the display of a Uniform Resource Locator (URL) that the agent can provide to the customer.

23. The automatic call distribution system of claim 20, wherein the agent operates the agent computer system, wherein the agent computer system includes a processor, storage device, user input device and a display wherein the agent computer system is coupled to the control system, the automatic call distribution system further comprising:

an agent interface providing a “

wrap”

button for the agent to activate when the call is completed to record the amount of time the agent spends in post-call work.

24. The automatic call distribution system of claim 20, further comprising:

an agent computer allowing the agent to communicate with the customer;

a database coupled to the agent computer; and

an agent interface allowing entry of a question/answer pair into the database, wherein the question/answer pair entry is derived from information obtained in communications with the customer.