Systems and methods for scalable hunt-group management

• US 7,286,661 B1
• Filed: 05/01/2007
• Issued: 10/23/2007
• Est. Priority Date: 05/01/2007
• Status: Expired due to Fees

• Current Assignee: Union Technologies Corporation
• Original Assignee: Union Technologies Corporation
• Inventors: Balk, Igor, Choupak, David Michael
• Primary Examiner(s): Hong; Harry S.
• Application Number:
  US11/743,088
• Time in Patent Office: 175 Days
• Field of Search: 370/270, 370/390, 370/395.2, 379/111, 37921101-21401, 379219-22101, 379/221.03, 379231-234, 379/265.01, 379/265.02, 379/265.09, 455/417, 455/445, 709/227, 709/228
• US Class Current: 379/265.01
• CPC Class Codes: H04M 2203/405 Competitive bidding for work items
• CPC Class Codes: H04M 3/42365 Presence services providing information on the willingness to communicate or the ability to communicate in terms of media capability or network connectivity
• CPC Class Codes: H04M 3/465 Arrangements for simultaneously calling a number of substations until an answer is obtained
• CPC Class Codes: H04M 3/5232 Call distribution algorithms
• CPC Class Codes: H04Q 2213/13056 Routines, finite state machines
• CPC Class Codes: H04Q 2213/13072 Sequence circuits for call signaling, ACD systems
• CPC Class Codes: H04Q 2213/13141 Hunting for free outlet, circuit or channel
• CPC Class Codes: H04Q 2213/1322 PBX
• CPC Class Codes: H04Q 2213/1326 Consultation call, broker's call, call hold, toggling
• CPC Class Codes: H04Q 3/64 Distributing or queueing

Abstract

The present invention provides systems, methods, and apparatus for semi-stateless scalable and distributed management of telephone hunt group features in a PBX. In particular, the invention conducts an auction-like phone call handling process in which phone handling decisions are partially delegated from a central resource to the individual client agents. Briefly, phone handling functions offer available call to agents who then decide which available calls to handle. This auction-like process is preferably implemented using broadcast (or multicast) messaging features so that system components do not need to know or access global state information. Messaging is preferably built on a selected instant messaging protocol.

Claims

1. A hunt group (HG) management system for transferring telephone calls to agents belonging to a HG, the system comprising:

one or more network connected HG server computers executing one of more instances of HG server software; and

a plurality of network connected agent computers executing instances of agent software, the server and agent software instances exchanging broadcast and unicast messages,

wherein an HG server software instance for an HG with one or more ready agents and waiting calls unicasts a call-post message to the agent software instance of a selected ready agent informing the selected agent of a call waiting to be handled;

wherein the agent software instance of an agent that has previously received one or more call-post messages broadcasts a call-acknowledgement message to the HG server instances informing that the agent has selected a call from the received call-post message, and

wherein an HG software instance, upon receiving a broadcast call-acknowledgement message of a previously unicast call-post message, transfers the call to the agent to which the previous call-post message was unicast.

2. The system of claim 1 wherein HG server software instances broadcast to the agent software instances readiness-inquiry messages, and

wherein agent software instances, if the agent is ready to handle a call, respond to readiness-inquiry messages by broadcasting readiness-response messages.

3. The system of claim 1 wherein an agent software instance, upon completing a transferred call, broadcasts a readiness-notification message to the HG server software instances.

4. The system of claim 1 wherein the HG server software instances and the agent software instances exchange broadcast and unicast messages according to an instant messaging protocol.

5. The system of claim 1 wherein at least one HG server software instance transfers calls to two or more agent software instances.

6. The system of claim 1 wherein at least one agent software instance receives transferred calls that belong to two or more HGs, the calls being transferred by one or more HG server software instances.

7. The system of claim 1 wherein calls belonging to at least one HG are transferred by at least two HG server software instances.

8. The system of claim 1 for transferring calls belonging to at least two separate HGs wherein HG server software instances for at least two separate HGs receive messages broadcast by agent software instances for agents in any of the at least two separate HGs.

9. The system of claim 1 for transferring calls belonging to at least two separate HGs wherein agent server software instances for agents belonging to least two separate HGs receive messages broadcast by HG server software instances for any of the at least two separate HGs.

10. A method for an instance of server software for managing of a hunt group (HG), the server software instance cooperating with agent software instances for transferring telephone calls to agents belonging to the HG, the method comprising:

broadcasting readiness-inquiry messages to agent software instances;

receiving broadcast readiness-response messages from agent software instances indicating that the broadcasting agent is ready to handle a call,

selecting a waiting call and a ready agent to handle the selected call;

unicasting a call-post message to the software instance of the selected agent informing that the selected call is available to be handled; and

receiving a broadcast call-acknowledgement message from an agent software instance informing of a readiness to handle a previous call-post message; and

transferring the posted call to the acknowledging agent.

11. The method of claim 10 further comprising broadcasting a readiness inquiry message

if, during a predetermined first time interval after broadcasting a prior readiness-inquiry message, no readiness-response message has been received, or

if, during a predetermined second time interval after unicasting a call-post message, either no acknowledgement message has been received or an acknowledgement message has been received but not for the previously posted call.

12. The method of claim 10 further comprising, prior to the step of broadcasting a readiness-inquiry message, waiting for one or more calls to become available for transfer to an agent.

13. The method of claim 10 further comprising, prior to the step of broadcasting a readiness-inquiry message, waiting for an indication that a new call is ready to be transferred or an indication that an agent has become ready to handle a new call.

14. The method of claim 10 wherein a ready agent is selected to handle a call if the agent has skills suitable for handling the call.

15. The method of claim 10 further comprising receiving readiness-response broadcast messages and call-acknowledgment broadcast messages from a plurality agent software instances for agents belonging to at least two different and separate HGs.

17. The method of claim 15 further comprising, after receiving a first unicast call-post message, waiting for a selected period of time for further unicast call-post messages.

18. The method of claim 15 further comprising:

receiving a readiness-inquiry message; and

broadcasting a readiness-response message if the agent is free to handle a call.

19. The method of claim 15 wherein calls are assigned priorities, and wherein an agent selects for acknowledgement a higher priority call in preference to a lower priority call.

20. The method of claim 10 further comprising receiving call-post response messages for agent software instances from a plurality HG server software instances managing calls belonging to at least two different and separate HGs.

16. A method for an instance of agent software for an agent belonging to a hunt group (HG), the agent software instance cooperating with server software instances for transferring telephone calls belonging to the HG to an agent, the method comprising:

receiving one or more unicast call-post messages informing of calls available to be handled;

selecting one of the available calls to handle,

broadcasting a call-acknowledgement message that the selected call will be handled;

receiving in transfer and handling the acknowledged call; and

signaling that the agent is free to handle a new call.