Method and apparatus for processing real-time transactions and non-real-time transactions

• US 6,704,409 B1
• Filed: 12/31/1997
• Issued: 03/09/2004
• Est. Priority Date: 12/31/1997
• Status: Expired due to Term

• Current Assignee: Aspect Communications Corporation (Alvaria Incorporated)
• Original Assignee: Aspect Communications Corporation (Alvaria Incorporated)
• Inventors: Dilip, Venkatachari, Jawahar, Janardhanan, Vaidyanthan, Murali
• Primary Examiner(s): BUI, BING Q
• Application Number:
  US09/001,263
• Time in Patent Office: 2,260 Days
• Field of Search: 379/93.24, 379/265, 379/266, 379/309, 379/120, 379/93.17, 379/243, 379/265.09, 379/266.01, 379/266.02, 705/27, 713/201
• US Class Current: 379/265.02
• CPC Class Codes: H04M 3/523 with call distribution or queueing
• CPC Class Codes: H04M 3/5235 Dependent on call type or called number [DNIS]
• CPC Class Codes: H04M 3/527 Centralised call answering arrangements not requiring operator intervention

Abstract

A transaction control system is capable of receiving both real-time transactions and non-real-time transactions. The control system processes the received transactions using a transaction controller, which is capable of processing both real-time transactions and non-real-time transactions. The control system is also capable of identifying a transaction type associated with the received transaction and assigning a priority to the received transaction. Real-time transactions may be assigned a higher priority than non-real-time transactions. The control system can also associate a Quality of Service (QOS) with each received transaction. The control system is capable of queuing a received transaction in a transaction queue if no agents are available to process the received transaction. A highest priority transaction is removed from the transaction queue when an agent becomes available to process a new transaction.

Claims

1. A method of processing transactions, the method including:

receiving a transaction from a transaction initiator, wherein the received transaction is a real-time transaction or a non-real-time transaction;

identifying a transaction type associated with the received transaction;

analyzing content included within the transaction;

assigning a priority to the received transaction based on the identified transaction type, wherein a real-time transaction is assigned a higher priority than a non-real-time transaction;

processing the received transaction using a transaction controller, the transaction controller being capable of processing both real-time transactions and non-real-time transactions and processing the transaction dependent upon the content included within the transaction and the priority of the transaction; and

automatically responding to the transaction initiator in respect of non-real-time transactions based on the content of the transaction without interaction with an agent.

2. The method of claim 1, which includes applying optical character recognition to generate computer readable text thereby to analyze the content of the transaction.

3. The method of claim 1, in which the transaction is routed to an appropriate agent or group of agents dependent upon the content of the transaction.

4. The method of claim 1, which includes associating a Quality of Service (QOS) with the received transaction, the QOS specifying a service level threshold that, if transgressed, constitutes a violation of the QOS;

and modifying the priority assigned to the received transaction to prevent a violation of the service level threshold specified by the QOS.

5. The method of claim 1, in which processing the received transaction includes, if no agents are available to process the received transaction, queuing the received transactions in at least one secondary transaction queue in the transaction controller, and selectively transferring transactions from the secondary transaction queue to a primary transaction queue of a transaction processing system.

6. The method of claim 5, in which transactions are queued in different secondary transaction queues dependent upon the transaction type.

7. The method of claim 5, which includes removing the transaction with the highest priority from the primary or secondary transaction queue when an agent becomes available to process a new transaction.

8. The method of claim 5, which includes:

associating a Quality of Service (QOS) with the received transaction, the QOS specifying a service level threshold that, if transgressed, constitutes a violation of the QOS; and

transferring transactions from the secondary transaction queue to the primary transaction queue based on QOS requirements of transactions in both the primary and secondary transaction queues.

9. The method of claim 5, which includes transferring a transaction from the secondary transaction queue to the primary transaction queue based on the current average time to process similar transaction types.

10. The method of claim 1, wherein the real-time transactions are selected from the group including a telephone call, a videoconference, and an Internet session.

11. The method of claim 1, wherein the non-real-time transactions are selected from the group including an electronic mail message, a voice mail message, and a facsimile transmission.

12. A transaction controller, which includes:

a transaction monitor configured to monitor real-time transactions and non-real-time transactions received from a transaction initiator;

a transaction analysis system for identifying a transaction type associated with the received transaction and analyzing content included within the transaction, the transaction controller assigning a priority to the received transaction based on the identified transaction type wherein a real-time transaction is assigned a higher priority than a non-real-time transaction, and processing both real-time transactions and non-real-time transactions dependent upon the content included within the transaction; and

an automated response system to respond automatically to the transaction initiator in respect of non-real-time transactions based on the content of the transaction and without interaction with an agent.

13. The transaction controller of claim 12, which includes an interface controller coupled to the transaction monitor, the interface controller receiving transactions from a server coupled to the transaction controller.

14. The transaction controller of claim 12, which includes applying optical character recognition to generate computer readable text thereby to analyze the content of the transaction.

15. The transaction controller of claim 12, which routes the transaction to an appropriate agent or group of agents dependent upon the content of the transaction.

16. The transaction controller of claim 12, which includes:

means for associating a Quality of Service (QOS) with the received transaction, the QOS specifying a service level threshold that, if transgressed, constitutes a violation of the QOS; and

means for modifying the priority assigned to the received transaction to prevent a violation of the service level threshold specified by the QOS.

17. The transaction controller of claim 12, which includes a transaction processing system including a primary transaction queue, the controller including at least one secondary transaction queue, and queuing the received transaction, if no agents are available to process the received transaction, in the at least one secondary transaction queue and selectively transferring the transaction from the secondary transaction queue to the primary transaction queue.

18. The transaction controller of claim 17, in which transactions are queued in different secondary transaction queues dependent upon the transaction type.

19. The transaction controller of claim 17, in which a transaction with the highest priority is removed from the primary or secondary transaction queue when an agent becomes available to process a new transaction.

20. The transaction controller of claim 17, in which a transaction from the secondary transaction queue is transferred to the primary transaction queue based on the current average time to process similar transactions.

21. The transaction controller of claim 12, which includes:

means for associating a Quality of Service (QOS) with the received transaction, the QOS specifying a service level threshold that, if transgressed, constitutes a violation of the QOS; and

means for transferring transactions from the secondary transaction queue to the primary transaction queue based on QOS requirements of transactions in both the primary and secondary transaction queues.

22. The transaction controller of claim 12, in which real-time transactions are selected from the group including a telephone call, a videoconference, and an Internet session.

23. The transaction controller of claim 12, in which non-real-time transactions are selected from the group including an electronic mail message, a voice mail message, and a facsimile transmission.

24. A computer program product including a medium readable by a processor, the medium having stored thereon instructions which, when executed by the processor, cause the processor to:

receive a transaction from a transaction initiator, wherein the received transaction is a real-time transaction or a non-real-time transaction;

identify a transaction type associated with the received transaction;

analyze content included within the transaction;

assign a priority to the received transaction based on the identified transaction type, wherein a real-time transaction is assigned a higher priority than a non-real-time transaction;

process the received transaction using a transaction controller, the transaction controller processing both real-time transactions and non-real-time transactions and processing the transaction dependent upon the content included within the transaction; and

automatically respond to the transaction initiator in respect of non-real-time transactions based on the content of the transaction without interaction with an agent.

25. The computer program product of claim 24, in which optical character recognition is applied to generate computer readable text thereby to analyze the content of the transaction.

26. The computer program product of claim 24, in which the transaction is routed to an appropriate agent or group of agents dependent upon the content of the transaction.

27. The computer program product of claim 24, which includes:

associating a Quality of Service (QOS) with the received transaction, the QOS specifying a service level threshold that, if transgressed, constitutes a violation of the QOS; and

modifying the priority assigned to the received transaction to prevent a violation of the service level threshold specified by the QOS.

28. The computer program product of claim 24, in which processing the received transaction includes, if no agents are available to process the received transaction, queuing received transactions in at least one secondary transaction queue in the transaction controller, and selectively transferring transactions from the secondary transaction queue to a primary transaction queue of a transaction processing system.

29. The computer program product of claim 28, in which transactions are queued in different secondary transaction queues dependent upon the transaction type.

30. The computer program product of claim 28, which includes removing a transaction with the highest priority from the primary or secondary transaction queue when an agent becomes available to process a new transaction.

31. The computer program product of claim 28, which includes:

associating a Quality of Service (QOS) with the received transaction, the QOS specifying a service level threshold that, if transgressed, constitutes a violation of the QOS; and

transferring transactions from the secondary transaction queue to the primary transaction queue based on QOS requirements of transactions in both the primary and secondary transaction queues.

32. The computer program product of claim 28 which includes transferring a transaction from the secondary transaction queue to the primary transaction queue based on the current average time to process similar transactions.

33. The computer program product of claim 24, wherein the real-time transactions are selected from the group including a telephone call, a videoconference, and an Internet session.

34. The computer program product of claim 24, wherein the non-real-time transactions are selected from the group including an electronic mail message, a voice mail message, and a facsimile transmission.