Retrieval of data related to a call center

• US 7,065,202 B2
• Filed: 07/02/2004
• Issued: 06/20/2006
• Est. Priority Date: 10/23/2000
• Status: Expired due to Term

• Current Assignee: Verizon Patent and Licensing Incorporated (Verizon Communications Inc.)
• Original Assignee: MCI Incorporated (Verizon Communications Inc.)
• Inventors: Statham, Steven W., Medo, Ronald A.
• Primary Examiner(s): Hong, Harry S.
• Application Number:
  US10/882,657
• Publication Number:
  US 20040252822A1
• Time in Patent Office: 718 Days
• Field of Search: 379/111, 379/112.01, 379/112.06, 379/112.09, 379/133, 379/134, 379/136, 379/219, 379/220.01, 379/265.01, 379/265.02, 379/265.03, 379/265.04, 379/265.05, 379/265.06, 379/265.07, 379/265.08, 379/266.04, 379/266.05
• US Class Current: 379/265.02
• CPC Class Codes: H04M 2201/12 Counting circuits
• CPC Class Codes: H04M 2201/36 Memories
• CPC Class Codes: H04M 3/22 Arrangements for supervision, monitoring or testing
• CPC Class Codes: H04M 3/2218 Call detail recording
• CPC Class Codes: H04M 3/36 Statistical metering, e.g. recording occasions when traffic exceeds capacity of trunks
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements
• CPC Class Codes: H04M 3/5237 Interconnection arrangements between ACD systems
• CPC Class Codes: H04M 3/53325 Interconnection arrangements between voice mail systems

Abstract

In recent times, communications service providers have been able to offer large business enterprises the ability to share call center operation among multiple geographically dispersed call centers. In particular, network-resident call handling technologies have been developed for performing some of the handling and queuing of each inbound call within the communications network, that is, before the call is forwarded to an ACD at a particular call center. However, by outsourcing a portion of the call center operations to a network-based call routing system, the call centers are no longer able to maintain direct control over, and are generally unable to directly access information, such as statistics, about the calls in the network or other call centers. Accordingly, an interface is provided that allows an entity to obtain information about calls within the network or other call center(s).

Claims

1. A method, comprising;

collecting data associated with a plurality of call centers;

receiving a request from a first one of the plurality of call centers for information regarding the plurality of call centers;

obtaining the requested information; and

forwarding the requested information to the first call center.

2. The method of claim 1, wherein the request is associated with agent availability at the plurality of call centers.

3. The method of claim 2, further comprising:

determining, in response to the request, at least one of a number of agents logged in to take calls at the plurality of call centers or a number of agents not logged in to take calls at the plurality of call centers; and

forwarding results of the determination to the first call center.

4. The method of claim 1, wherein the request is associated with at least one of a number of calls waiting to be forwarded to the plurality of call centers or a number of hang ups that occur over a period of time while calls are waiting to be forwarded.

5. The method of claim 4, further comprising:

determining, in response to the request, at least one of the number of calls waiting to be forwarded or the number of hang ups that occurred over the period of time; and

forwarding results of the determination to the first call center.

6. The method of claim 1, further comprising:

translating the request into a predetermined format.

7. The method of claim 1, further comprising:

controlling a frequency at which the collected data can be accessed.

8. A method for obtaining information associated with a plurality of call centers, comprising:

sending, by a first device associated with a first one of the plurality of call centers, a request for information associated with the plurality of call centers;

receiving, from a second device, the requested information, the information being associated with the first call center and other ones of the plurality of call centers; and

displaying the requested information.

9. The method of claim 8, further comprising:

converting the requested information into a display format compatible with a display device coupled to the first device.

10. The method of claim 8, further comprising:

receiving information from the second device at predetermined intervals; and

displaying, by the first device, the received information at the predetermined intervals.

11. The method of claim 8, further comprising:

initiating the request based on a triggering event.

12. The method of claim 11, wherein the triggering event comprises expiration of a time interval.

13. The method of claim 8, wherein the request for information comprises a request for determining at least one of a number of agents logged in to take calls at the plurality of call centers or a number of agents not logged in to take calls at the plurality of call centers.

14. The method of claim 8, wherein the request for information comprises a request for at least one of a number of calls waiting to be forwarded to an agent at one of the plurality of call centers or a number of hang ups that occur over a period of time while calls are waiting to be forwarded.

15. A system for monitoring a plurality of call centers, comprising;

means for collecting data associated with the plurality of call centers;

means for receiving a request from a first one of the plurality of call centers for information associated with the plurality of call centers; and

means for providing the information associated with the plurality of call centers to the first call center.

16. The system of claim 15, further comprising:

means for receiving requests for information from the plurality of call centers.

17. The system of claim 15, further comprising:

means for generating responses to the requests using the collected data.

18. The system of claim 15, further comprising:

means for determining at least one of a number of agents logged in to take calls at the plurality of call centers or a number of agents not logged in to take calls at the plurality of call centers.

19. The system of claim 15, further comprising:

means for determining at least one of a number of calls waiting to be forwarded to an agent at one of the plurality of call centers or a number of hang ups that occur over a period of time while calls are waiting to be forwarded to an agent.

20. The system of claim 19, further comprising:

means for parking calls until an agent at one of the plurality of call centers is available.

21. The system of 15, further comprising:

means for distributing calls to the plurality of call centers, wherein the plurality of call centers are located in geographically different locations.

22. A system, comprising:

a memory;

a first device configured to;

collect data associated with a plurality of call centers, and

store the data in the memory; and

an input device configured to;

receive a request for information associated with the plurality of call centers from a first one of the plurality of call centers, and

forward the request to the first device, wherein

the first device is further configured to;

obtain the requested information, and

forward the requested information to the first call center.

23. The system of claim 22, wherein the first device is further configured to determine a number of calls in a parked state.

24. The system of claim 22, where the first device is further configured to determine a number of calls that were answered over a period of time versus a number of calls that were received over the period of time.

25. The system of claim 22, where the first device is further configured to determine at least one of a number of calls answered within an expected answer time or a percentage of calls answered within the expected answer time.

26. The system of claim 22, wherein the input device is further configured to translate the request into a predetermined format compatible with the first device.