Method and apparatus for providing music to an agent during non-voice dialog communication in an automatic call distributor system

• US 6,870,925 B2
• Filed: 11/13/2001
• Issued: 03/22/2005
• Est. Priority Date: 11/13/2001
• Status: Expired due to Term

• Current Assignee: Firstpoint Contact Technologies, LLC (Alvaria Incorporated)
• Original Assignee: Rockwell Electronic Commerce Corporation (Rockwell International Corporation)
• Inventors: Culp, Christopher Gordon
• Primary Examiner(s): Hong, Harry S.
• Application Number:
  US10/008,175
• Publication Number:
  US 20030091178A1
• Time in Patent Office: 1,225 Days
• Field of Search: 370/352, 370/353, 370/354, 370/389, 379/101.01, 379/265.01, 379/265.02, 379/265.03, 379/265.04, 379/265.05, 379/265.09, 709/204, 709/206, 709/227
• US Class Current: 379/265.02
• CPC Class Codes: H04M 2203/352 In-call/conference information service
• CPC Class Codes: H04M 3/51 Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing
• CPC Class Codes: H04M 3/523 with call distribution or queueing

Abstract

A method and apparatus for directing music to agents of an automatic call distributor (ACD) during non-voice dialog communication between the agent and a caller includes a communication processor operatively coupled to the ACD and operatively coupled to the agent terminals. The communication processor is configured to facilitate sending and receiving non-voice dialog communication between the caller and the agent terminal, and to transmit a signal to the ACD indicating that the communication processor received the non-voice dialog communication from the caller. The ACD is configured to select an agent to receive the non-voice dialog communication from the communication processor, and cause the non-voice dialog communication to be routed to the selected agent. A music source is operatively coupled to the ACD such that music from the music source is directed to the selected agent during the non-voice dialog communication between the caller and the agent.

Claims

1. A system for directing music to agents corresponding to agent terminals of an automatic call distribution system during non-voice dialog communication between the agent and a caller, the automatic call distribution system configured to handle interactive voice dialog communication between the caller and the agent, the system comprising:

a communication processor operatively incorporated into the automatic call distribution system and configured to facilitate sending and receiving non-voice dialog communication between the caller and the agent terminal, and to generate a signal indicating that the communication processor received the non-voice dialog communication request from the caller, the signal permitting the automatic call distribution system to track the non-voice dialog communication;

a music source operatively coupled to the automatic call distribution system;

the automatic call distribution system configured to select one or more agents to receive the non-voice dialog communication from the communication processor, and cause the non-voice dialog communication to be routed to the selected agents, such that music from the music source is directed to the selected agent during the non-voice dialog communication between the caller and the agent.

2. The system of claim 1 wherein the communication processor is a separate processor operatively coupled to the automatic call distribution system.

3. The system of claim 1 wherein the communication processor is integrated into the automatic call distribution system.

4. The system of claim 1 wherein the communication processor is part of an agent terminal.

5. The system of claim 1 wherein the communication processor is a personal computer.

6. The system of claim 1 wherein the communication processor is selected from the group consisting of a computer, microprocessor, RISC processor, mainframe computer, work station, single-chip computer, distributed processor, server, controller, micro-controller, discrete logic computer, remote computer, personal computer, internet computer, and web computer.

7. The system of claim 1 wherein the non-voice dialog communication is selected from the group consisting of email, chat-room sessions, instant messages, facsimile and text messages.

8. The system of claim 1 wherein the non-voice dialog communication is text-based and graphics-based communication.

9. The system of claim 1 wherein the non-voice dialog communication includes at least one of a video clip communication and an audio clip communication.

10. The system of claim 9 wherein at least one of the video clip communication and the audio clip communication includes voice data.

11. The system of claim 10 wherein the voice data represents unidirectional communication that does not permit interactive voice communication between the caller and the agent.

12. The system of claim 1 wherein the automatic call distribution system directs the music from the music source to the agent during the non-voice dialog communication.

13. The system of claim 1 wherein the communication processor directs the music from the music source to the agent during the non-voice dialog communication.

14. The system of claim 1 wherein the music is not directed to the agent during interactive voice dialog communication between the caller and the agent.

15. The system of claim 1 wherein the music is routed to the agent during the non-voice dialog communication between the caller and the agent, and no music is routed to the agent during the interactive voice dialog communication between the caller and the agent.

16. The system of claim 1 wherein the directing of the music to the agent during the non-voice dialog communication between the caller and the agent increases agent productivity.

17. The system of claim 1 wherein the music source is coupled to the agent terminal.

18. A system for directing audio information to agents corresponding to agent terminals of an automatic call distribution system during non-voice dialog communication between the agent and a caller, the automatic call distribution system configured to handle interactive voice dialog communication between the caller and the agent, the system comprising:

a communication processor operatively incorporated into the automatic call distribution system and configured to receive non-voice dialog communication from the caller, and to generate a signal indicating that the communication processor received the non-voice dialog communication, the signal permitting the automatic call distribution system to track the non-voice dialog communication;

an audio information source operatively coupled to the automatic call distribution system;

the automatic call distribution system configured to select one or more agents to receive the non-voice dialog communication from the communication processor, and cause the non-voice dialog communication to be routed to the selected agents, such that the audio information is directed to the selected agent during the non-voice dialog communication.

19. The system of claim 18 wherein the communication processor is a separate processor operatively coupled to the automatic call distribution system.

20. The system of claim 18 wherein the communication processor is integrated into the automatic call distribution system.

21. The system of claim 18 wherein the communication processor is part of an agent terminal.

22. The system of claim 18 wherein the communication processor is a personal computer.

23. The system of claim 18 wherein the communication processor is selected from the group consisting of a computer, microprocessor, RISC processor, mainframe computer, work station, single-chip computer, distributed processor, server, controller, micro-controller, discrete logic computer, remote computer, personal computer, internet computer, and web computer.

24. The system of claim 18 wherein the non-voice dialog communication is selected from the group consisting of email, chat-room sessions, instant messages, facsimile and text messages.

25. The system of claim 18 wherein the non-voice dialog communication is text-based and graphics-based communication.

26. The system of claim 18 wherein the non-voice dialog communication includes at least one of a video clip communication and an audio clip communication.

27. The system of claim 26 wherein at least one of the video clip communication and the audio clip communication includes voice data.

28. The system of claim 27 wherein the voice data represents unidirectional communication that does not permit interactive voice communication between the caller and the agent.

29. The system of claim 18 wherein the ACD directs the music from the music source to the agent during the non-voice dialog communication.

30. The system of claim 18 wherein the communication processor directs the music from the music source to the agent during the non-voice dialog communication.

31. The system of claim 18 wherein the audio information source is coupled to the agent terminal.

32. The system of claim 18 wherein the audio information is music.

33. The system of claim 18 wherein the audio information is a public address announcement.

34. The system of claim 18 wherein the audio information is public safety and emergency information.

35. The system of claim 18 wherein the audio information is directed to a plurality of agents simultaneously.

36. The system of claim 18 wherein the audio information is not directed to the agent during interactive voice dialog communication between the caller and the agent.

37. The system of claim 18 wherein the audio information is routed to the agent during the non-voice dialog communication between the caller and the agent, and no audio information is routed to the agent during the interactive voice dialog communication between the caller and the agent.

38. A system for directing music to agents corresponding to agent terminals of an automatic call distribution system during non-voice dialog communication between the agent and a caller, the automatic call distribution system configured to handle interactive voice dialog communication between the caller and the agent, the system comprising:

a graphics processing means operatively incorporated into the automatic call distribution system and configured to facilitate sending and receiving non-voice dialog communication between the caller and the agent terminal, and to generate a signal indicating that the graphics processing means received the non-voice dialog communication from the caller, the signal permitting the automatic call distribution system to track the non-voice dialog communication;

a music source operatively coupled to the automatic call distribution system;

the automatic call distribution system configured to select one or more agents to receive the non-voice dialog communication from the graphics processing means, and cause the non-voice dialog communication to be routed to the selected agents, such that music from the music source is directed to the selected agent during the non-voice dialog communication between the caller and the agent.

39. The system of claim 38 wherein the graphic processing means is a separate processor operatively coupled to the automatic call distribution system.

40. The system of claim 38 wherein the graphic processing means is integrated into the automatic call distribution system.

41. The system of claim 38 wherein the graphic processing means is part of an agent terminal.

42. The system of claim 38 wherein the graphic processing means is a personal computer.

43. The system of claim 38 wherein the graphic processing means is selected from the group consisting of a computer, microprocessor, RISC processor, mainframe computer, work station, single-chip computer, distributed processor, server, controller, micro-controller, discrete logic computer, remote computer, personal computer, internet computer, and web computer.

44. The system of claim 38 wherein the non-voice dialog communication is selected from the group consisting of email, chat-room sessions, instant messages, facsimile and text messages.

45. The system of claim 38 wherein the non-voice dialog communication is text-based and graphics-based communication.

46. The system of claim 38 wherein the non-voice dialog communication includes at least one of a video clip communication and an audio clip communication.

47. The system of claim 46 wherein at least one of the video clip communication and the audio clip communication includes voice data.

48. The system of claim 47 wherein the voice data represents unidirectional communication that does not permit interactive voice communication between the caller and the agent.

49. The system of claim 38 wherein the automatic call distributor system directs the music from the music source to the agent during the non-voice dialog communication.

50. The system of claim 38 wherein the graphic processing means directs the music from the music source to the agent during the non-voice dialog communication.

51. The system of claim 38 wherein the music source is coupled to the agent terminal.

52. A method for directing music to agents corresponding to agent terminals of an automatic call distribution system during non-voice dialog communication between the agent and a caller, the method comprising the steps of:

configuring the automatic call distribution system to facilitate sending and receiving non-voice dialog communication and voice dialog communication between the caller and the agent terminal;

providing music to the automatic call distribution system;

selecting at least one agent of the automatic call distribution system to receive the non-voice dialog communication;

routing the non-voice dialog communication to the selected agent; and

directing the music to the selected agent during the non-voice dialog communication between the caller and the agent.

53. The method of claim 52 wherein the non-voice dialog communication is selected from the group consisting of email, chat-room sessions, instant messages, facsimile and text messages.

54. The method of claim 52 wherein the non-voice dialog communication is text-based and graphics-based communication.

55. The method of claim 52 wherein the non-voice dialog communication includes at least one of a video clip communication and an audio clip communication.

56. The method of claim 55 wherein at least one of the video clip communication and the audio clip communication includes voice data.

57. The method of claim 56 wherein the voice data represents unidirectional communication that does not permit interactive voice communication between the caller and the agent.

58. The method of claim 52 wherein the automatic call distributor system directs the music to the agent during the non-voice dialog communication.

59. The method of claim 52 wherein the automatic call distributor system detects an end of the non-voice dialog communication and generates a music terminate signal.