System and method for realizing home agent client function for call center system

• US 6,704,411 B1
• Filed: 09/13/2000
• Issued: 03/09/2004
• Est. Priority Date: 09/14/1999
• Status: Expired due to Fees

• Current Assignee: NEC Infrontia Corporation (NEC Corporation)
• Original Assignee: NEC Corporation
• Inventors: Nishidate, Yoshio
• Primary Examiner(s): Matar, Ahmad F.
• Assistant Examiner(s): AL AUBAIDI, RASHA S
• Application Number:
  US09/661,462
• Time in Patent Office: 1,273 Days
• Field of Search: 379/265.09, 379/266.09
• US Class Current: 379/265.09
• CPC Class Codes: H04M 3/4234 Remote access to features of PBX or home telephone systems-teleworking in a PBX
• CPC Class Codes: H04M 3/5232 Call distribution algorithms
• CPC Class Codes: H04M 7/1205 where the types of switching equipement comprises PSTN/ISDN equipment and switching equipment of networks other than PSTN/ISDN, e.g. Internet Protocol networks

Abstract

A system for realizing a home agent client function for a call center system has a home agent client 90 for remotely conducting reception processing of a call center 100 by way of an internet 2 through an internet service provider 6 for connecting a public network 1 to the internet 2, and the call center 100 has connection means for connecting a telephone set 5 to the home agent client 90 through a telephone exchange system 10 based on a reception request call to the call center 100 from the telephone set 5, and conversion means for applying two-way data conversion to voice information and control information in association with the voice information to generate an internet protocol packet.

Claims

1. A system for realizing a home agent client function for a call center system, having a public network, an internet, a call center connected to said public network and said internet, and a telephone set of a client of said call center connected to said public network, wherein said call center has a telephone exchange system having an ACD function, a server for cooperating with said telephone exchange system by means of a computer telephony interface, and a call center agent client having an exclusive telephone function of said telephone exchange system, which operates as a client of said server and conducts telephone reception processing,

wherein said system for realizing a home agent client function comprises a home agent client for remotely conducting reception processing of said call center by way of said internet through an internet service provider for connecting said public network to said internet,

said call center has:

connection means for connecting said telephone set to said home agent client through said telephone exchange system based on a reception request call to said call center from said telephone set; and

conversion means for applying two-way data conversion to voice information and control information in association with said voice information to generate an internet protocol packet, and

said home agent client has emulation means for emulating said exclusive telephone function of said telephone exchange system, which operates on a web browser.

2. A system for realizing a home agent client function for a call center system according to claim 1, wherein said home agent client handles both voice and a data by having access to said internet by way of said internet service provider using one circuit of said public network.

3. A system for realizing a home agent client function for a call center system according to claim 1, wherein said home agent client has:

registration procedure means for applying log-in processing of said call center agent client to said server by way of said internet; and

holding means for continuing to hold a call link established until log-out processing of said call center agent client is applied to said server.

4. A system for realizing a home agent client function for a call center system according to claim 2, wherein said home agent client has:

registration procedure means for applying log-in processing of said call center agent client to said server by way of said internet; and

holding means for continuing to hold a call link established until log-out processing of said call center agent client is applied to said server.

5. A system for realizing a home agent client function for a call center system according to claim 1, wherein said call center system has delivery and notification means for conducting delivery and notification of miscellaneous information, such as communication items to an operator, information of goods and client related information, as voice information to said home agent client by way of said internet.

6. A system for realizing a home agent client function for a call center system according to claim 1, wherein said call center system has accumulation means for accumulating call contents of an operator by means of using said home agent client by way of said internet, said call contents stored in a digital audio file form as voice information.

7. A system for realizing a home agent client function for a call center system according to claim 5, wherein said call center system has accumulation means for accumulating call contents of an operator by means of using said home agent client by way of said internet, said call contents stored in a digital audio file form as voice information.

8. A system for realizing a home agent client function for a call center system according to claim 5, wherein said call center system continues to hold a call link for duration from log-in processing to log-out processing of said home agent client, and accepts said delivery and notification means if preset time passes when said home agent client moves to condition of waiting for reception of a call from said telephone exchange system.

9. A system for realizing a home agent client function for a call center system according to claim 6, wherein said call center system continues to hold a call link for duration from log-in processing to log-out processing of said home agent client, and accepts said accumulation means if preset time passes when said home agent client moves to condition of waiting for reception of a call from said telephone exchange system.

10. A system for realizing a home agent client function for a call center system according to claim 7, wherein said call center system continues to hold a call link for duration from log-in processing to log-out processing of said home agent client, and accepts said delivery and notification means and said accumulation means if preset time passes when said home agent client moves to condition of waiting for reception of a call from said telephone exchange system.

11. A method of realizing a home agent client function for a call center system, wherein a public network, an internet, a call center connected to said public network and said internet, and a telephone set of a client of said call center connected to said public network are provided, and wherein said call center has a telephone exchange system having an ACD function, a server for cooperating with said telephone exchange system by means of a computer telephony interface, and a call center agent client for operating as a client of said server and conducting telephone reception processing,

wherein a home agent client is used, which remotely conducts reception processing of said call center by way of said internet through an internet service provider for connecting said public network to said internet,

said home agent client is connected to said server by starting up a browser and establishes a call link with said telephone exchange system, and after establishment of said call link, establishes a condition of waiting for telephone reception processing by means of a screen input and notifies said call center of said condition of waiting for reception, and

in case of receiving reception request call from said telephone set in said condition of waiting for reception, said call center connects said telephone set to said home agent client that is in said condition of waiting in reception, and makes said home agent client execute telephone reception processing from said telephone set,

in case that connection to said telephone set is not connected under said condition of waiting for reception, said call center transmits voice information stored in said call center with an internet protocol packet, and

wherein said home client has emulation means for emulating an exclusive telephone function of said telephone exchange system, which operates on a web browser.

12. A method of realizing a home agent client function for a call center system according to claim 11, wherein said home agent client handles both voice and a data by having access to said internet by way of said internet service provider using one circuit of said public network.

13. A method of realizing a home agent client function for a call center system according to claim 11, wherein said home agent client handles both voice and a data by having access to said internet by way of said internet service provider using one circuit of said public network.

14. A method of realizing a home agent client function for a call center system according to claim 11, wherein said call center system has delivery and notification means for conducting delivery and notification of miscellaneous information, such as communication items to an operator, information of goods and client related information, as voice information to said home agent client by way of said internet.

15. A method of realizing a home agent client function for a call center system according to claim 11, wherein said call center system has delivery and notification means for conducting delivery and notification of miscellaneous information, such as communication items to an operator, information of goods and client related information, as voice information to said home agent client by way of said internet.

16. A method of realizing a home agent client function for a call center system according to claim 11, wherein said call center system has accumulation means for accumulating call contents of an operator by means of using said home agent client by way of said internet, said contents stored in a digital audio file form as voice information.

17. A method of realizing a home agent client function for a call center system according to claim 11, wherein said call center system has accumulation means for accumulating call contents of an operator by means of using said home agent client by way of said internet, said contents stored in a digital audio file form as voice information.

18. A method of realizing a home agent client function for a call center system according to claim 14, wherein said call center system has accumulation means for accumulating call contents of an operator by means of using said home agent client by way of said internet, said contents stored in a digital audio file form as voice information.

19. A method of realizing a home agent client function for a call center system according to claim 18, wherein said call center system continues to hold a call link for duration from log-in processing to log-out processing of said home agent client, and accepts said delivery and notification means and said accumulation means if preset time passes when said home agent client moves to condition of waiting for reception of a call from said telephone exchange system.