Computer-telephony integration that uses features of an automatic call distribution system

• US 6,947,543 B2
• Filed: 01/03/2002
• Issued: 09/20/2005
• Est. Priority Date: 01/03/2002
• Status: Expired due to Term

• Current Assignee: Avaya Incorporated
• Original Assignee: Avaya Technology Corporation Miami Lakes FLA US
• Inventors: Nalbone, Robert Daniel, Burok, Didina, Moss, Christopher, Flockhart, Andrew D., Mathews, Eugene P., Matteo, Peter J., Alvarado, Joaquin Omar
• Primary Examiner(s): TIEU, BENNY QUOC
• Application Number:
  US10/037,779
• Publication Number:
  US 20030123642A1
• Time in Patent Office: 1,356 Days
• Field of Search: 37926502-26505, 379/265.09, 379/265.12, 379/266.01, 379/266.02, 379/266.07, 379/309
• US Class Current: 379/266.01
• CPC Class Codes: H04M 2203/6018 Subscriber or terminal logon/logoff
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements
• CPC Class Codes: H04M 3/5232 Call distribution algorithms
• CPC Class Codes: H04M 3/5233 Operator skill based call distribution

Abstract

In a computer-telephony integrated (CTI) contact center, a CTI adjunct (160) enqueues contacts in contact queues (184) of the CTI adjunct, but also causes contacts that are calls (168) to be enqueued as ACD calls in ACD call queues (120) of an ACD system (101), whereby the ACD system and its management information system (MIS 110) provide ACD features to the calls. Similarly, the CTI adjunct enqueues agents in agent queues (185) of the CTI adjunct, but also causes agents (102-104) that have call-handling skills to log into and to be enqueued as ACD agents in ACD agent queues (130) of the ACD system, whereby the ACD system and its MIS provide ACD features to the agents.

Claims

1. A method of operating a contact center comprising an automatic call distribution (ACD) system and a host processor separate from the ACD system, comprising:

the host processor enqueuing a received contact in a contact queue of the host processor at least if the contact is not a call, and causing the ACD system to enqueue the received contact in a selected one of a plurality of call queues of the ACD system if the contact is a call;

in response to the causing to enqueue, the ACD system enqueuing the call as an ACD call in the selected one of its plurality of call queues;

the ACD system providing ACD features to the call;

the host processor dequeuing the contact and assigning the contact to an agent for servicing at least if the contact is not a call, and causing the ACD system to assign the contact to a selected one of a plurality of ACD agents if the contact is a call; and

in response to the causing to assign, the ACD system dequeuing the call from the selected one of its call queues and sending the call for servicing to the selected one of the ACD agents.

2. The method of claim 1 further comprising:

the ACD system refraining from dequeuing and sending the call unless caused to do so by the host processor.

3. The method of claim 1 wherein:

the ACD system enqueuing comprises

designating the call as being under control of the host processor;

the method further comprising;

the ACD system refraining from dequeuing and sending any call designated as being under control of the host processor unless caused to do so by the host processor.

4. The method of claim 3 further comprising:

the ACD system dequeueing a call that is not designated as being under control of the host processor and sending the call for servicing to a selected one of the ACD agents independently of and without being caused to do so by the host processor.

5. The method of claim 1 wherein:

the ACD system dequeuing and sending comprises

the ACD system causing the selected ACD agent to answer an ACD said call from an ACD said selected one of its call queues.

6. The method of claim 1 further comprising:

in response to the causing to assign, the ACD system dequeuing the selected ACD agent from agent queues of the ACD system.

7. The method of claim 1 further comprising:

the ACD agents logging in as ACD agents into the ACD system; and

in response, the ACD system providing ACD features to the logged-in ACD agents.

8. The method of claim 1 wherein:

providing ACD features to the call comprises

a management information system of the ACD system monitoring the call as an ACD call.

9. The method of claim 1 wherein:

the host processor enqueuing a received contact comprises

the host processor enqueuing the received contact in the contact queue of the host processor, and

the host processor further causing the ACD system to enqueue the received contact in the selected one of the call queues of the ACD system if the contact is a call; and

the host processor dequeuing the contact comprises

the host processor dequeuing the contact from the contact queue of the host processor,

the host processor assigning the contact to the agent for servicing if the contact is not a call, and

the host processor causing the ACD system to assign the contact to the selected ACD agent if the contact is a call.

10. The method of claim 1 further comprising:

the host processor enqueuing an agent in an agent queue of the host processor at least if the agent is not an ACD agent, and causing the ACD system to enqueue the agent in a selected agent queue of the ACD system if the agent is an ACD agent;

in response to the causing to enqueue, the ACD system enqueuing the agent as an ACD agent in the selected agent queue of the ACD system;

the ACD system providing ACD features to the agent;

the host processor dequeuing the agent and assigning the agent to service a contact at least if the agent is not an ACD agent, and causing the ACD system to assign the agent to service an ACD call if the agent is an ACD agent; and

in response to the causing to assign, the ACD system dequeuing the agent from the selected agent queue of the ACD system and sending an ACD call to the agent for servicing.

11. The method of claim 10 further comprising:

the host processor assigning an ACD agent to service a non-call contact, and causing the ACD system to dequeue the assigned ACD agent from agent queues of the ACD system.

12. The method of claim 10 wherein:

the ACD system providing ACD features to the agent comprises

a management information system of the ACD system monitoring the agent as an ACD agent.

13. The method of claim 10 wherein:

the host processor enqueuing an agent comprises

the host processor enqueuing the agent in the agent queue of the host processor, and

the host processor further causing the ACD system to enqueue the agent in the selected agent queue of the ACD system if the agent is an ACD agent; and

the host processor dequeuing the agent comprises

the host processor dequeuing the agent from the agent queue of the host processor,

the host processor assigning the agent to service the contact if the agent is not an ACD agent, and

the host processor causing the ACD system to assign the agent to service the ACD call if the agent is an ACD agent.

14. The method of claim 1 wherein:

the host processor enqueuing a received contact comprises

the host processor determining a skill required for servicing the contact,

the host processor enqueuing the contact in a contact queue of the host processor that corresponds to the determined skill, and

if the contact is a call, the host processor causing the ACD system to also enqueue the received contact in a call queue of the ACD system that corresponds to the determined skill; and

the host processor dequeuing the contact comprises

the host processor selecting an agent having the determined skill to service the contact,

the host processor dequeuing the contact from the contact queue of the host processor,

if the contact is not a call, the host processor assigning the contact to the selected agent for servicing, and

if the contact is a call, the host processor causing the ACD system to assign the contact to the selected agent for servicing.

15. The method of claim 10 wherein:

the host processor enqueuing an agent comprises

the host processor determining a skill possessed by the agent,

the host processor enqueuing the agent in an agent queue of the host processor that corresponds to the determined skill, and

if the possessed skill is a call-handling skill, the host processor causing the ACD system to also enqueue the agent in an agent queue of the ACD system that corresponds to the possessed call-handling skill; and

the host processor dequeuing the agent comprises

the host processor selecting the agent to service a contact needing the skill,

the host processor dequeuing the selected agent from the agent queue of the host processor,

if the needed skill is not a call-handling skill, the host processor assigning the agent to service the contact, and

if the needed skill is a call-handling skill, the host processor causing the ACD system to assign the agent to service the contact.

16. The method of claim 14 further comprising:

the host processor determining skills of an agent;

the host processor enqueuing the agent in each agent queue of the host processor that corresponds to the determined skills of the agent;

if the determined skills of the agent include call-handling skills, the host processor causing the ACD system to also enqueue the agent in each agent queue of the ACD system that corresponds to the determined call-handling skills of the agent;

in response to the directing to enqueue, the ACD system enqueuing the agent as an ACD agent in said each agent queue of the ACD system that corresponds to the determined call-handling skills of the agent;

the host processor selecting the agent to service a contact needing at least one of the determined skills of the agent;

the host processor dequeuing the agent from each agent queue of the host processor in which the agent is enqueued;

if the contact is not a call, the host processor assigning the contact to the agent for servicing;

if the contact is not a call and the agent has a call-handling skill, the host processor further causing the ACD to dequeue the agent from each agent queue of the ACD system in which the agent is enqueued;

in response to the causing to dequeue, the ACD system dequeuing the agent from said each agent queue of the ACD system that corresponds to the determined call-handling skills of the agent;

if the contact is a call, the host processor causing the ACD system to assign the call to the agent for servicing; and

in response to the causing to assign, the ACD system dequeuing the agent from each agent queue of the ACD system that corresponds to the determined call-handling skills of the agent and assigning the call to the agent for servicing.

17. A contact center comprising:

a host processor separate from but connected to an automatic call distribution (ACD) system and having contact queues, the host processor for enqueuing a received contact in a contact queue at least if the contact is not a call, and causing the ACD system to enqueue the received contact in a selected one of the call queues if the contact is a call, the host processor further for dequeuing the contact and assigning the contact to an agent for servicing at least if the contact is not a call, and causing the ACD system to assign the contact to a selected one of a plurality of ACD agents if the contact is a call; and

the ACD system, having a plurality of ACD call queues and means for providing ACD features to ACD calls, responsive to the causing to enqueue by enqueuing the call as an ACD call in the selected one of the call queues so that the providing means provide the ACD features to the call, and responsive to the causing to assign by dequeuing the call from the selected one of the call queues and sending the call to the selected one of the ACD agents for servicing.

18. The contact center of claim 17 wherein:

the ACD system refrains from dequeuing and sending the call unless caused to do so by the host processor.

19. The contact center of claim 17 wherein:

the ACD system is responsive to the causing to enqueue by designating the call as being under control of the host processor, and refrains from dequeuing and sending any call designated as being under control of the host processor unless caused to do so by the host processor.

20. The contact center of claim 17 wherein:

the ACD system is responsive to the causing to assign by causing the selected ACD agent to answer an ACD said call from an ACD said selected one of its call queues.

21. The contact center of claim 17 wherein:

the ACD system is responsive to the causing to assign by dequeuing the selected ACD agent from agent queues of the ACD system.

22. The contact center of claim 17 wherein:

the ACD system includes means for logging in the plurality of ACD agents and the means for providing provide ACD features to logged-in ACD agents.

23. The contact center of claim 17 wherein:

the ACD system includes an MIS system for monitoring ACD calls, including the call.

24. The contact center of claim 17 wherein:

the host processor includes

means for enqueuing the received contact in a contact queue, and further for causing the ACD system to enqueue the received contact in the selected call queue if the contact is a call, and

means for dequeuing the contact from the contact queue, and further for assigning the contact to the agent for servicing if the contact is not a call and directing the ACD system to assign the contact to the selected agent for servicing if the contact is a call.

25. The contact center of claim 17 wherein:

the ACD system has a plurality of ACD agent queues and provides ACD features to ACD agents;

the host processor includes agent queues, the host processor for enqueuing an agent in an agent queue at least if the agent is not an ACD agent and causing the ACD system to enqueue the agent in a selected agent queue if the agent is an ACD agent, the host processor further for dequeuing the agent and assigning the agent to service a contact at least if the agent is not an ACD agent and causing the ACD system to assign the agent to service a call if the agent is an ACD agent; and

the ACD system further includes means responsive to the causing to enqueue by enqueuing the agent as an ACD agent in the selected one of the ACD agent queues so that the ACD system provides the ACD features to the agent, and responsive to the causing to assign by dequeuing the ACD agent from the selected one of the ACD agent queues and sending a call to the agent for servicing.

26. The contact center of claim 25 wherein:

the host processor is further for assigning an ACD agent to service a non-call contact and causing the ACD system to dequeue the assigned ACD agent from agent queues of the ACD system.

27. The contact center of claim 25 wherein:

the ACD system includes an MIS system for monitoring ACD agents, including the agent.

28. The contact center of claim 25 wherein:

the host processor includes

means for enqueuing the agent in the agent queue, and further for causing the ACD system to enqueue the agent in the selected ACD agent queue if the agent is an ACD agent, and

means for dequeuing the agent from the agent queue, and further for assigning the agent to service the contact if the agent is not an ACD agent and causing the ACD system to assign the agent to service the call if the agent is an ACD agent.

29. The contact center of claim 17 wherein:

the host processor includes

means for determining a skill required for servicing the contact,

means for enqueuing the contact in a contact queue that corresponds to the determined skill,

means responsive to the contact being a call, for causing the ACD system to also enqueue the contact as an ACD call in a call queue of the ACD system that corresponds to the determined skill,

means for selecting an agent having the determined skill to service the contact,

means for dequeuing the contact from the contact queue,

means responsive to the contact not being a call, for assigning the contact to the selected agent for servicing, and

means responsive to the contact being a call, for causing the ACD system to assign the contact to the selected agent for servicing.

30. The contact center of claim 25 wherein:

the host processor includes

means for determining a skill of the agent,

means for enqueuing the agent in an agent queue that corresponds to the determined skill,

means responsive to the determined skill being a call-handling skill, for causing the ACD system to also enqueue the agent as an ACD agent in an ACD agent queue that corresponds to the determined call-handling skill,

means for selecting the agent to service a contact needing the determined skill,

means for dequeuing the selected agent from the agent queue,

means responsive to the needed skill not being a call-handling skill, for assigning the agent to service the contact, and

means responsive to the needed skill being a call-handling skill, for causing the ACD system to assign the agent to service the contact.

31. The contact center of claim 29 wherein:

the host processor further includes

means for determining skills of an agent,

means for enqueuing the agent in each agent queue that corresponds to the determined skills of the agent,

means responsive to the determined skills of the agent including call-handling skills, for causing the ACD system to also enqueue the agent in each ACD agent queue that corresponds to the determined call-handling skills of the agent,

means for selecting the agent to service a contact needing at least one of the determined skills of the agent,

means for dequeuing the agent from each agent queue in which the agent is enqueued,

means responsive to the contact not being a call, for assigning the contact to the agent for servicing,

means responsive to the contact not being a call and the agent having a call-handling skill, for causing the ACD to dequeue the agent from each ACD agent queue in which the agent is enqueued, and

means responsive to the contact being a call, for causing the ACD system to assign the call to the agent for servicing; and

the ACD system includes

means responsive to the causing to enqueue the agent, for enqueuing the agent as an ACD agent in said each agent queue of the ACD system that corresponds to the determined call-handling skills of the agent, and

means responsive to the causing to dequeue or to assign the agent, for dequeuing the agent from each said agent queue of the ACD system that corresponds to the determined call-handling skills of the agent, and further responsive to the directing to assign the agent, for assigning the agent to the call for servicing.

32. A method of operating a host processor in a contact center comprising an automatic call distribution (ACD) system having a plurality of ACD call queues and for providing ACD features to ACD calls and the host processor being separate from the ACD system and having contact queues, comprising:

the host processor enqueuing a received contact in a contact queue of the host processor at least if the contact is not a call, and causing the ACD system to enqueue the received contact in a selected one of a plurality of the ACD call queues of the ACD system if the contact is a call, to cause the ACD system to enqueue the call as an ACD call in the selected one of its call queues and provide ACD features to the call;

the host processor dequeuing the contact from the contact queue of the host processor and assigning the contact to an agent for servicing at least if the contact is not a call, and if the contact is a call then causing the ACD system to dequeue the call from the selected one of its call queues to assign the call to a selected one of a plurality of ACD agents, and to send the call for servicing to the selected one of the ACD agents.

33. The method of claim 32 wherein the ACD system further has a plurality of ACD agent queues and provides ACD features to ACD agents, the method further comprising:

the host processor enqueuing an agent in an agent queue of the host processor at least if the agent is not an ACD agent, and causing the ACD system to enqueue the agent in a selected ACD agent queue of the ACD system if the agent is an ACD agent, to cause the ACD system to enqueue the agent as an ACD agent in the selected one of its ACD agent queues and provide ACD features to the agent; and

the host processor dequeuing the agent and assigning the agent to service a contact at least if the agent is not an ACD agent, and causing the ACD system to assign the agent to service a call if the agent is an ACD agent, to cause the ACD system to dequeue the agent from the selected ACD agent queue of the ACD system and send an ACD call to the agent for servicing.

34. An apparatus that performs the method of claim 32 or 33.

35. A computer-readable medium containing instructions which, when executed in a computer, cause the computer to perform the method of claim 32 or 33.