Programmable agent workstation system and method

• US 7,010,610 B1
• Filed: 05/22/2000
• Issued: 03/07/2006
• Est. Priority Date: 05/22/2000
• Status: Expired due to Fees

• Current Assignee: International Business Machines Corporation
• Original Assignee: International Business Machines Corporation
• Inventors: Ringhof, Paul G., Cohen, Ran R., Dahmus, Edward J., Wong, Julio, Shvadron, Uzi U., Hood, Danny J., Klimer, Roni
• Primary Examiner(s): Follansbee, John
• Assistant Examiner(s): Nguyen, Dustin
• Application Number:
  US09/576,166
• Time in Patent Office: 2,115 Days
• Field of Search: 370/352, 370/353, 370/356, 370/270, 379/265, 709/225, 709/224, 455/557, 455/555, 345/717, 719/328, 715/727
• US Class Current: 709/232
• CPC Class Codes: H04M 3/523 with call distribution or queueing
• CPC Class Codes: H04M 7/006 Networks other than PSTN/ISDN providing telephone service, e.g. Voice over Internet Protocol (VoIP) , including next generation networks with a packet-switched transport layer H04L65/00 takes precedence; aspects not specific to the type of network H04M3/00; special services in those networks H04M3/42
• CPC Class Codes: H04Q 2213/13003 Constructional details of switching devices
• CPC Class Codes: H04Q 2213/13034 A/D conversion, code compression/expansion
• CPC Class Codes: H04Q 2213/1305 Software aspects
• CPC Class Codes: H04Q 2213/13072 Sequence circuits for call signaling, ACD systems
• CPC Class Codes: H04Q 2213/13093 Personal computer, PC
• CPC Class Codes: H04Q 2213/13103 Memory
• CPC Class Codes: H04Q 2213/13109 Initializing, personal profile
• CPC Class Codes: H04Q 2213/13138 Least cost routing, LCR
• CPC Class Codes: H04Q 2213/13196 Connection circuit/link/trunk/junction, bridge, router, gateway
• CPC Class Codes: H04Q 2213/13204 Protocols
• CPC Class Codes: H04Q 2213/1322 PBX
• CPC Class Codes: H04Q 2213/13224 Off-net subscriber, dial in to/out from network, teleworking
• CPC Class Codes: H04Q 2213/13384 Inter-PBX traffic, PBX networks, e.g. corporate networks
• CPC Class Codes: H04Q 2213/13399 Virtual channel/circuits
• CPC Class Codes: H04Q 3/64 Distributing or queueing

Abstract

A programmable workstation system and method for network based call center with telephony functions provided over the IP network and using a personal computer is disclosed. For such automated call centers there exists a need to coordinate the telephony functions with agent availability functions. Existing solutions use a switch and PSTN phone to communicate information to an automated call director (ACD). The present invention solves the problem of doing similar reporting and with coexistence of telephony functions along with agent data functions. Features of invention include (a) special protocols to relay agent information to Virtual ACD and coexist with H.323 signaling and (b) the ability to relay agent status and provide screen based interface to agent also for such information for agent availability and alerting. The system disclosed generally incorporates JavaPhone (105, 4400), PlusTcp (109, 5500), and PlusTapi (110, 6600) APIs with associated method functions to implement the major functions.

Claims

1. A programmable agent workstation system in a directory assistance system (DAS) network, comprising:

(a) a JavaPhone means;

(b) a PlusTcp means; and

(c) a PlusTapi means;

wherein

said JavaPhone means provides a JavaPhone with audio support in an Intelligent Workstation Platform (IWSP) including audio controls/status and/or call controls/status;

said PlusTcp means provides TCP/IP communication support for local socket connections to said JavaPhone means, wherein the local socket connection is used for communicating both audio and call control operations between the JavaPhone means and the IWSP and a call director without the use of a Call Processing Gateway (CPG) and call processing switch used to route telephony, while maintaining compatibility with the H.323 protocol;

said PlusTapi means enumerates commands and data items to the IWSP to allow a Directory Assistance (DA) operator to communicate with said JavaPhone means and perform related audio and call control operations including all switch related messaging, wherein said PlusTapi means is independent of an interface between the ISWP and the CPG, and the PlusTcp means and the PlusTapi means are implemented within a single application programming interface (API) so that each of the JavaPhone means and the PlusTapi means are usable under a single program process.

2. The programmable agent workstation system of claim 1 wherein the PlusTcp means and the PlusTapi means are implemented within a single application programming interface (API) that includes the PlusTcp means.

3. The programmable agent workstation system of claim 1 wherein said TCP/IP communication occurs between PC-to-phone endpoints.

4. The programmable agent workstation system of claim 1 wherein said TCP/IP communication occurs between phone-to-PC endpoints.

5. The programmable agent workstation system of claim 1 wherein said TCP/IP communication occurs between phone-to-phone endpoints.

6. The programmable agent workstation system of claim 1 wherein one or more components of said system is implemented on a personal computer (PC).

7. The programmable agent workstation system of claim 6 wherein said personal computer (PC) utilizes a graphical user interface.

8. The programmable agent workstation system of claim 1 wherein said JavaPhone means further comprises one or more of the following:

(a) a volume up/down means;

(b) a microphone mute/unmute means;

(c) a raise/lower microphone gain means;

(d) a headset unjacking detection means;

(e) a sign on/off control/status means;

(f) a call arrival indication means;

(g) a call termination indication means;

(h) a call conferencing means;

(i) a make busy control means; and

(j) a hold/unhold call control means.

9. The programmable agent workstation system of claim 8 wherein one or more components of said system is implemented within an application programming interface (API).

10. The programmable agent workstation system of claim 8 wherein one or more components of said system is implemented on a personal computer (PC).

11. The programmable agent workstation system of claim 10 wherein said personal computer (PC) utilizes a graphical user interface.

12. The programmable agent workstation system of claim 1 wherein said PlusTcp means further comprises one or more of the following:

(a) a TcpOpen means;

(b) a TcpClose means;

(c) a TcpSend means;

(d) a TcpRecv means;

(e) a TcpGetLastError means; and

(f) a TcpGetError String means.

13. The programmable agent workstation system of claim 12 wherein one or more components of said system is implemented within an application programming interface (API).

14. The programmable agent workstation system of claim 12 wherein one or more components of said system is implemented on a personal computer (PC).

15. The programmable agent workstation system of claim 14 wherein said personal computer (PC) utilizes a graphical user interface.

16. The programmable agent workstation system of claim 1 wherein said PlusTapi means further comprises one or more of the following:

(a) a TapiMakeCall means;

(b) a TapiHoldCall means;

(c) a TapiUnholdCall means;

(d) a TapiBlindXferCall means;

(e) a TapiRetrieveCall means;

(f) a TapiDisconnect means;

(g) a TapiBlindConfCall means;

(h) a TapiLogon means;

(i) a TapiLogoff means;

(j) a TapiDTMF means;

(k) a TapiNotReady means;

(l) a TapiReady means;

(m) a TapiVolumeSet means;

(n) a TapiSetProperty means;

(O) a TapiGetProperty means;

(p) a TapiShutdown means;

(q) a TapiPing means;

(r) a TapiHoldToggle means;

(s) a TapiReadyToggle means;

(t) a TapiMuteToggle means;

(u) a TapiVolumeUp means;

(v) a TapiVolumeDown means;

(w) a TapiMicGainUp means;

(x) a TapiMicGainDown means;

(y) a TapiMicGainSet means; and

(z) a TapiDisplayErrs means.

17. The programmable agent workstation system of claim 16 wherein one or more components of said system is implemented within an application programming interface (API).

18. The programmable agent workstation system of claim 16 wherein one or more components of said system is implemented on a personal computer (PC).

19. The programmable agent workstation system of claim 18 wherein said personal computer (PC) utilizes a graphical user interface.

20. A programmable agent workstation method comprising:

(1) processing Voice Over IP (VoIP) data TCP/IP communications in support of local socket connections with a PlusTcp means, wherein the local socket connection is used for communicating both audio and call control operations between a JavaPhone means and a programmable agent workstation and a call director without the use of a Call Processing Gateway (CPG) and call processing switch used to route telephony, while maintaining compatibility with the H.323 protocol;

(2) processing user call audio control/status and call controls/status with the JavaPhone means, with a JavaPhone for providing audio support in the programmable agent workstation;

(3) processing user interface commands and data items to the programmable agent workstation to allow a Directory Assistance (DA) operator control/status with a PlusTapi means including all switch related messaging;

wherein

said processing may be performed synchronously and/or asynchronously, and

said PlusTapi means is independent of an interface between the programmable agent workstation and the CPG, and the PlusTcp means and the PlusTapi means are implemented within a single application programming interface (API) so that each of the JavaPhone means and the PlusTapi means are usable under a single program process.

21. The programmable agent workstation method of claim 20 wherein the PlusTcp means and the PlusTapi means are implemented within the single application programming interface (API) that includes the PlusTcp means.

22. The programmable agent workstation method of claim 20 wherein one or more steps is implemented on a personal computer (PC).

23. The programmable agent workstation method of claim 22 wherein said personal computer (PC) utilizes a graphical user interface.

24. A computer usable medium having computer-readable program code means providing programmable agent workstation functionality in a directory assistance (DAS) network, said computer-readable program means comprising:

(1) computer program code means for processing Voice Over IP (VoIP) data TCP/IP communications in support of local socket connections with a PlusTcp means, wherein the local socket connection is used for communicating both audio and call control operations between a JavaPhone means and a programmable agent workstation and a call director without the use of a Call Processing Gateway (CPG) and call processing switch used to route telephony, while maintaining compatibility with the H.323 protocol;

(2) computer program code means for processing user call audio control/status and call controls/status with the JavaPhone means with a JavaPhone for providing audio support in the programmable agent

(3) computer program code means for processing user interface commands and data items to the programmable agent workstation to allow a Directory Assistance (DA) operator control/status with a PlusTapi means including all switch related messaging;

wherein

said processing may be performed synchronously and/or asynchronously, and said PlusTapi means is independent of an interface between the programmable agent workstation and the CPG, and the PlusTcp means and the PlusTapi means are implemented within a single application programming interface (API) so that each of the JavaPhone means and the PlusTapi means are usable under a single program process.

25. The computer usable medium of claim 24 wherein said medium is compatible with a personal computer (PC).

26. The computer usable medium of claim 25 wherein said computer code means utilizes a graphical user interface.