Communication of user data to an automatic call distributor agent

• US 6,813,349 B2
• Filed: 06/21/2001
• Issued: 11/02/2004
• Est. Priority Date: 06/21/2001
• Status: Expired due to Term

• Current Assignee: Lucent Technologies, Inc. (Nokia Corporation)
• Original Assignee: Lucent Technologies, Inc. (Nokia Corporation)
• Inventors: Smith, David B., Johnson, John Andrew, Kampmeier, Eric Edward, Smith, Matthew Richard, Krause, Steven Robert
• Primary Examiner(s): Hong, Harry S.
• Application Number:
  US09/886,790
• Publication Number:
  US 20020196926A1
• Time in Patent Office: 1,230 Days
• Field of Search: 379/265.01, 379/265.02, 379/265.09, 379/265.11, 379/265.13, 379/265.14, 379/266.01, 379/266.02, 379/266.03, 379/266.04, 379/266.05, 379/266.06, 379/266.09
• US Class Current: 379/265.02
• CPC Class Codes: H04M 2203/2011 Service processing based on information specified by a party before or during a call, e.g. information, tone or routing selection
• CPC Class Codes: H04M 3/5166 in combination with interactive voice response systems or voice portals, e.g. as front-ends
• CPC Class Codes: H04M 3/523 with call distribution or queueing
• CPC Class Codes: H04M 3/533 Voice mail systems

Abstract

A method and apparatus for controlling administration of Automatic Call Distributor (ACD) queues of an ACD or network of ACDs by a caller, and of communicating data to an ACD Agent. The caller receives information concerning the status of queues in one or a plurality of ACDs. If the caller wishes to communicate with a particular Agent, wait time for that Agent is provided to the caller. The caller can select a particular Agent, and will be connected when that Agent becomes available subject to other restrictions of the ACD queue. The caller can prepare information for transmission to an answering Agent while the caller waits. Advantageously, the caller can control which Agent or which sub-group of Agents should respond to his/her call, taking into account the different waiting times associated with a particular Agent or the first available Agent when the caller reaches the top of the queue.

Claims

1. A method of establishing a call from a caller station to an Agent position of an Automatic Call Distributor (ACD), comprising the steps of:

establishing a data connection between a caller terminal to a User Controller of said ACD while waiting for an Agent position to become available for serving said call;

performing a dialogue between said caller terminal and said User Controller, said dialogue for providing added information for an Agent to further process the call; and

when an Agent position becomes available, providing said available agent position with the added information obtained in said dialogue for use by an Agent at said available Agent position.

2. The method of claim 1, wherein said data connection is an Internet Protocol connection.

3. The method of claim 1, further comprising the steps of:

an Agent position querying the added information; and

rejecting serving said call based on said added information.

8. The method of claim 1, further comprising the steps of:

establishing a voice connection from a caller terminal to a Message recorder of said ACD while waiting for an Agent position to become available for serving said call;

making a queue entry for the caller;

recording a message from the caller prior to serving said call; and

when serving said queue entry, playing said message to an Agent serving said call.

4. Apparatus for establishing a call from a caller station to an Agent position of an Automatic Call Distributor (ACD) comprising:

means for establishing a data connection from a caller terminal to a User Controller of said ACD while waiting for an Agent position to become available for serving said call;

means for transmitting messages between said caller terminal and said User Controller, said messages for providing added information for an Agent to further process the call; and

means for providing to an available Agent position the added information obtained from said messages for use by an Agent at said available Agent position.

5. The apparatus of claim 4, wherein said data connection is an Internet Protocol connection.

6. The apparatus of claim 5, wherein said data connection is established in the Internet.

7. The apparatus of claim 4, further comprising means for rejecting said call from an agent Position based on said added information.

9. The apparatus of claim 4, further comprising:

means for establishing a voice connection from a caller terminal to a Message Recorder of said ACD while waiting for an Agent position to become available for serving said call;

means for making a queue entry for the caller; and

means for playing a message left by said caller on said Message recorder to an Agent position for serving said queue entry.