Call features for automatic call distribution system
First Claim
1. An Automatic Call Distribution (ACD) controller arranged to be coupled through at least one packet-based network to a plurality of remote telephone stations and one or more attendant telephone stations, the ACD controller comprising:
- call reception logic that controls establishment of telephone sessions between the remote telephone stations and the one or more attendant telephone stations; and
wherein the call reception logic operates to;
receive call initiation signals from a particular one of the remote telephone, stationssend control signals to the particular remote telephone station indicating the ACD controller will control a user interface comprising a display screen within the particular remote telephone station,monitor if an attendant availability parameter is met;
if the attendant availability parameter is not met, to send at least one data information message comprising a display screen message to the particular remote telephone station via the at least one packet-based network; and
, if the attendant availability parameter is met, to establish an audio channel between the particular remote telephone station and a particular one of the one or more attendant telephone stations, andquery capabilities of the particular remote telephone station prior to sending the data information message, a format for the data information message being determined based upon the capabilities of the particular remote telephone station.
9 Assignments
0 Petitions
Accused Products
Abstract
Call features for an Automatic Call Distribution (ACD) system implemented within a packet-based telephone environment are disclosed. Within a packet-based network, data messages are transferred between the ACD system and customer telephone stations while the customer waits for an attendant to become available. These data messages allow the customer to be informed of his/her current status within the priority order and further allows the customer to initiate a number of customer oriented operations. These operations include selecting music to listen to while waiting, requesting to be alerted when an attendant becomes available, and initiating a browser session for accessing data information. Overall, the status reports in combination with the initiating of one or more of the customer oriented operations can make the time spent waiting for an attendant a more productive and pleasant experience for the customer.
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Citations
26 Claims
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1. An Automatic Call Distribution (ACD) controller arranged to be coupled through at least one packet-based network to a plurality of remote telephone stations and one or more attendant telephone stations, the ACD controller comprising:
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call reception logic that controls establishment of telephone sessions between the remote telephone stations and the one or more attendant telephone stations; and wherein the call reception logic operates to; receive call initiation signals from a particular one of the remote telephone, stations send control signals to the particular remote telephone station indicating the ACD controller will control a user interface comprising a display screen within the particular remote telephone station, monitor if an attendant availability parameter is met;
if the attendant availability parameter is not met, to send at least one data information message comprising a display screen message to the particular remote telephone station via the at least one packet-based network; and
, if the attendant availability parameter is met, to establish an audio channel between the particular remote telephone station and a particular one of the one or more attendant telephone stations, andquery capabilities of the particular remote telephone station prior to sending the data information message, a format for the data information message being determined based upon the capabilities of the particular remote telephone station. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8)
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9. An Automatic Call Distribution (ACD) center, comprising:
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one or more attendant telephone stations; and an ACD controller arranged to be coupled through at least one packet-based network to a plurality of remote telephone stations and the one or more attendant telephone stations, the ACD controller comprising call reception logic that controls establishment of telephone sessions between the remote telephone stations and the one or more attendant telephone stations, wherein the call reception logic operates to; receive call initiation signals from a particular one of the remote telephone stations, send control signals to the particular remote telephone station indicating the ACD controller will control a user interface comprising a display screen within the particular remote telephone station, monitor if an attendant availability parameter is met;
if the attendant availability parameter is not met, to send at least one data information message comprising a display screen message to the particular remote telephone station via the at least one packet-based network; and
, if the attendant availability parameter is met, to establish an audio channel between the particular remote telephone station and a particular one of the one or more attendant telephone stations, andquery capabilities of the particular remote telephone station prior to sending the data information message, a format for the data information message being determined based upon the capabilities of the particular remote telephone station. - View Dependent Claims (10, 11, 12, 13, 14, 15, 16, 17, 18)
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19. A method of operating an Automatic Call Distribution (ACD) center comprising an ACD controller coupled through at least one packet-based network to a plurality of remote telephone stations and one or more attendant telephone stations, the method comprising controlling establishment of telephone sessions between the remote telephone stations and the one or more attendant telephone stations by:
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receiving call initiation signals from a particular one of the remote telephone stations; sending control signals to the particular remote telephone station indicating the ACD controller will control a user interface comprising a display screen within the particular remote telephone station; monitoring if an attendant availability parameter is met; if the attendant availability parameter is not met, sending at least one data information message comprising a display screen message to the particular remote telephone station via the at least one packet-based network; if the attendant availability parameter is met, establishing an audio channel between the particular remote telephone station and a particular one of the one or more attendant telephone stations; and querying capabilities of the particular remote telephone station prior to sending the data information message, a format for the data information message being determined based upon the capabilities of the particular remote telephone station. - View Dependent Claims (20, 21, 22, 23, 24, 25, 26)
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Specification