Customer communication service system

• US 7,106,850 B2
• Filed: 01/08/2001
• Issued: 09/12/2006
• Est. Priority Date: 01/07/2000
• Status: Expired due to Term

• Current Assignee: Mitel Communications Inc. (Mitel Networks Corporation)
• Original Assignee: Aastra Intecom Inc (Mitel Networks Corporation)
• Inventors: Campbell, Alasdhair, Michael, Stephen A.
• Primary Examiner(s): Gauthier, Gerald
• Application Number:
  US09/756,471
• Publication Number:
  US 20010024497A1
• Time in Patent Office: 2,073 Days
• Field of Search: 370/352, 370/353, 370/354, 370/355, 370/356, 379/265, 379/309, 379/93.12, 379/266, 709/203, 709/219, 709/248
• US Class Current: 379/265.09
• CPC Class Codes: H04M 2203/408 Customer-specific call routing plans
• CPC Class Codes: H04M 3/5125 with remote located operators
• 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 3/5191 interacting with the Internet
• CPC Class Codes: H04M 3/5231 with call back arrangements
• CPC Class Codes: H04M 3/5233 Operator skill based call distribution
• CPC Class Codes: H04M 3/5237 Interconnection arrangements between ACD systems
• CPC Class Codes: H04M 7/0045 where the text-based messaging service is an instant messaging service
• CPC Class Codes: H04M 7/0054 where the data service is an electronic mail service
• CPC Class Codes: H04M 7/129 Details of providing call progress tones or announcements

Abstract

A system and method is disclosed for servicing multi media customer communications to geographically distributed agents from multiple call center sites via the telephone network and a global data communications network. The system provides separate interface ports to the telephone network and a global data communications network, eliminating a potential choke point for limiting communications performance. Multi media workflow provides common elements for handling diverse media event types. The system a novel algorithm for skill based matching the attributes of multiple media events to the attributes of multiple call center agents. Universal queuing is provided to enable effective use of skill based matching features. A unique method for allocating voice trunk lines provides greater efficiency of available voice communication channels and maximizes agent available to customers.

Claims

1. A customer communication service system, comprising:

a call processing network having an interface connected to a telephone network and having a workflow manager connected to a global data communications network, said workflow manager receiving a customer media event, identifying attributes, and associating values therewith;

said call processing network further providing;

a) a shared disk cluster for storing data connected to cluster servers, said cluster servers connected to a call processing network LAN;

b) telephony and real-time services server computers connected to said call processing network LAN for providing voice processing service control, maintaining application state, load sharing, redundancy and fault recovery;

c) said interface comprising a Telephony Switching Apparatus switch and telephony resource nodes, said Telephony Switching Apparatus switch connected to a voice communications network, telephony resource nodes, and said call processing network LAN, with said telephony resource nodes connected to said voice communications network, the Telephony Switching Apparatus switch, and the call processing network LAN;

d) a firewall connected between the global data communication network and workflow management computer servers; and

e) said workflow management computer servers connected to said firewall and said call processing network LAN, said workflow management computers managing workflow, receiving and distributing media events, and servicing client requests from the global data communications network;

a database associated with said workflow manager, said database containing available agent attributes for associating attributes of said media event with said agent attributes for the purpose of associating an available agent with a customer media event;

means for connecting geographically distributed agent communications from multiple call center sites to said call processing network; and

means for connecting web client communications to said call processing network by voice and at least one other means selected from the group consisting of e-mail message transmission means, chat message transmission means, facsimile transmission means, digital video transmission means and digital voice transmission means.

2. The customer communication service system as described in claim 1, wherein said Telephony Switching Apparatus switch is connected to said voice communications network by a plurality of sharable voice trunk lines.

3. The customer communication service system as described in claim 1, wherein said telephony resource nodes are connected to said voice communications network by a plurality of sharable voice trunk lines.

4. The customer communication service system as described in claim 1, wherein said Telephony Switching Apparatus switch is connected to said telephony resource nodes by a plurality of sharable voice trunk lines.

5. The customer communication service system as described in claim 1, wherein each of said telephony resource nodes is connected by a voice recognition unit link.

6. The customer communication service system as described in claim 1, wherein said telephony resource nodes are adapted to provide at least one function selected from the group consisting of playing recorded audio announcements to callers, collecting dual tone multi-frequency digit strings from callers, providing a voice over the Internet protocol connection to agents using a high bandwidth Internet connection, playing music to calls queued by an Telephony Switching Apparatus switch, collecting information from callers via speech recognition, providing callers with voice mail, or facsimile receipt and delivery.

7. The customer communication service system as described in claim 1, wherein said telephony and real-time services server computers provide at least one function selected from the group consisting of real-time voice processing, maintaining application state, redundancy, load sharing, or fault recovery.

8. The customer communication service system as described in claim 1, wherein said workflow management computer servers are adapted to provide at least one function selected from the group consisting of provisioning system services, billing, accounting, web services, maintaining databases, or transferring client data to agents via the global data communications network.