Skills based routing method and system for call center

• US 7,321,298 B2
• Filed: 10/10/2005
• Issued: 01/22/2008
• Est. Priority Date: 02/25/2000
• Status: Expired due to Fees

• Current Assignee: RPX Corporation
• Original Assignee: Harris Corporation (L3Harris Technologies, Inc.)
• Inventors: Judkins, J. Andrew, Shelton, Michael, Peterson, David
• Primary Examiner(s): Pope, Daryl C
• Application Number:
  US11/247,646
• Publication Number:
  US 20060109975A1
• Time in Patent Office: 834 Days
• Field of Search: 340/506, 340/3.1, 379/219, 379/223
• US Class Current: 340/506
• CPC Class Codes: H04M 2201/42 Graphical user interfaces
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements
• CPC Class Codes: H04M 3/5233 Operator skill based call distribution

Abstract

A method and system of configuring the scripting of a call center includes an interactive voice response (IVR) server and automatic call distributor (ACD) server and associated graphical user interface contained on a computer screen of an ACD manager that is loaded on a call center computer. A script editor window is displayed as a result of user input as part of a graphical user interface for the call center. The script editor window includes a script display area. Script icons are representative of ACD and IVR scripting actions and are dragged from an action toolbar into the script display area. The script icons are linked based on user input in the order which represents the IVR and ACD scripting within the call center.

Claims

1. A method of configuring the scripting of a call center that includes an interactive voice response (IVR) server and automatic call distributor (ACD) server that is a functionally integrated with the IVR server, the method comprising the steps of:

displaying as a result of user input a script editor window on a call center computer as part of a graphical user interface for the call center, the script editor window including a script display area;

providing script icons that are representative of ACD and IVR scripting actions in the script display area; and

linking the script icons based on user input in the order which represents IVR and ACD scripting within the call center.

2. A method according to claim 1, wherein the script editor window includes a property display area that lists properties of scripting actions represented by script icons.

3. A method according to claim 2, and further comprising the step of highlighting a script icon that has been provided in the script display area such that as a result of highlighting the script icon, the properties for the scripting action represented by the script icon are displayed within the script display area.

4. A method according to claim 1, and further comprising the step of beginning a script flow with a START script icon representing the start of script flow and terminating the script flow with a script icon that represents a terminating action for the script flow.

5. A method according to claim 1, wherein said script editor window further comprises a series of tabs that each can be selected for displaying a set of different script icons within the action toolbar.

6. A method of configuring the scripting of a call center that includes an interactive voice response (IVR) server and automatic call distributor (ACD) server that is functionally integrated with the IVR server, comprising the steps of:

displaying as a result of user input a script editor window on a call center computer as part of a graphical user interface for the call center, said script editor window including a script display area;

providing script icons that are representative of ACD and IVR scripting actions in the script display area; and

positioning the script icons in an order corresponding to a script flow through the call center, such that if a previous action within the script flow is appropriate, a connection line is drawn between the previous script icon and newly added script icon representing the respective actions of the script flow.

7. A method according to claim 6, and further comprising the step of indicating the direction of script flow by a different colored connection line.

8. A method according to claim 6, and further comprising the step of selecting a predetermined number of connected script icons that are displayed within the script display area, and cutting, copying and pasting the selected script icons to other portions of the script display area for completing a script flow.

9. A method according to claim 6, wherein the script editor window includes a property display area that lists properties of scripting actions represented by script icons.

10. A method according to claim 6, and further comprising the step of clicking on a connection line and displaying the properties of the connection between two connected scripting actions within a property display area of the script editor window.

11. A method according to claim 6, and further comprising the step of highlighting a script icon that has been dragged into the script display area such that as a result of highlighting the script icon, the properties of the scripting action represented by the script icon are displayed within the script display area.

12. A method according to claim 6, and further comprising the step of beginning a script flow with a START script icon representing the start of script flow and terminating the script flow with a script icon that represents a terminating action for the script flow.

13. A method according to claim 6, wherein said script editor window further comprises a series of tabs that each can be selected for displaying a set of different script icons within an action toolbar.

14. A method of configuring the scripting of a call center that includes an interactive voice response (IVR) server and automatic call distributor (ACD) server that is functionally integrated with the IVR server, the method comprising the steps of:

displaying as a result of user input a script editor window on a call center computer as part of a graphical user interface for the call center, said script editor window including a script display area;

providing script icons that are representative of ACD and IVR scripting actions in the script display area, wherein the script icons are selected from a plurality of sets of displayed script icons by user selecting an action tab representative of a selected set of script icons; and

positioning the script icons in an order corresponding to a script flow through the call center, such that if a previous action within the script flow is appropriate, a connection line is drawn between the previous script icon and newly added script icon representing the respective scripting actions of the script flow.

15. A method according to claim 14, and further comprising the step of selecting a standard action tab for displaying script icons representative of at least one of (a) the start of an IVR script, (b) the capture of dual tone multi-frequency (DTMF) digits, (c) the playing of sound files, (d) the playing of voice prompts, (e) evaluating an expression and branching a call flow direction based on the evaluation, (f) the defining of branch nodes, (g) the recording of speech, (h) the terminating of a script, and (i) the dialing of digits through a phone system.

16. A method according to claim 14, claim and further comprising the step of selecting an advanced action tab for displaying script icons representative of at least one of (a) transferring a call, (b) combining actions, (c) assigning the results of an expression to a variable, (d) executing a previously saved IVR script, (e) sending an external DLL hook routing, (f) sending data to an external program via a data pipe, (g) sending an e-mail message, and (h) and sending a message to a pager.

17. A method according to claim 14, wherein the script editor window includes a property display area that lists properties of scripting actions represented by script icons.

18. A method according to claim 17, and further comprising the step of highlighting a script icon that has been provided in the script display area and highlighting a selected script icon such that as a result of highlighting the script icon, the properties for the scripting action represented by the script icon are displayed within the script display area.

19. A method according to claim 14, and further comprising the step of beginning a script flow with a START script icon representing the start of script flow and terminating the script flow with a script icon that represents a terminating action for the script flow.

20. A method according to claim 14, and further comprising the step of indicating the direction of script flow by a different colored connection line.

21. A method according to claim 14, and further comprising the step of selecting a predetermined number of connected script icons that are displayed within the script display area and cutting, copying and pasting the selected script icons to other areas of the script display area for completing a script flow.

22. A method according to claim 14, wherein the script editor window includes a property display area that lists properties of scripting actions represented by script icons.

23. A method according to claim 14, and further comprising the step of selecting a connection line and displaying the properties of the connection between two connected scripting actions within a property display area of the script editor window.

24. A method according to claim 14, wherein said script editor window further comprises a series of tabs that each can be selected for displaying a set of different script icons within an action toolbar.

25. A method according to claim 14, wherein said script editor window further comprises a series of tabs that each can be selected for displaying a set of different script icons within an action toolbar.

26. A graphical user interface contained on a computer screen of a call center computer and used for configuring the scripting of a call center that includes an interactive voice response (IVR) server and an automatic call distributor (ACD) server that is functionally integrated with the IVR server, the graphical user interface comprising:

a script editor window having a script display window containing script icons that represent respective ACD and IVR scripting actions, the script icons being provided in the script display window and linked together to represent IVR and ACD script flow within the call center.

27. A graphical user interface according to claim 26, wherein said script editor window further comprises a property display area that lists properties of scripting actions representative of the script icons.

28. A graphical user interface according to claim 26, wherein said script icons that are provided in the script display window can be highlighted to display the properties for the scripting action represented by a highlighted script icon.

29. A graphical user interface according to claim 26, wherein said script display window further comprises a series of tabs that each can be selected for displaying a set of different script icons within an action toolbar.

30. A configurable call center scripting system comprising:

an interactive voice response (IVR) server, an automatic call distributor (ACD) server functionally integrated with the IVR server, and a graphical user interface performing the steps of;

displaying as a result of user input a script editor window on a call center computer as part of a graphical user interface for the call center, the script editor window including a script display area;

providing script icons that are representative of ACD and IVR scripting actions in the script display area; and

linking the script icons based on user input in the order which represents IVR and ACD scripting within the call center.

31. The configurable call center scripting system comprising according to claim 30, wherein the script editor window includes a property display area that lists properties of scripting actions represented by script icons.

32. The configurable call center scripting system comprising according to claim 30, and further comprising the step of highlighting a script icon that has been provided in the script display area such that as a result of highlighting the script icon, the properties for the scripting action represented by the script icon are displayed within the script display area.

33. The configurable call center scripting system comprising according to claim 30, and further comprising the step of beginning a script flow with a START script icon representing the start of script flow and terminating the script flow with a script icon that represents a terminating action for the script flow.

34. The configurable call center scripting system comprising according to claim 30, wherein said script editor window further comprises a series of tabs that each can be selected for displaying a set of different script icons within an action toolbar.

35. A method of configuring the scripting of a call center that includes an interactive voice response (IVR) server and automatic call distributor (ACD) server that is a functionally integrated with the IVR server, the method comprising the steps of:

displaying as a result of user input a script editor window on a call center computer as part of a graphical user interface for the call center, said script editor window including a script display area;

receiving in the script display area script icons dragged from an action toolbar that are representative of ACD and IVR scripting actions; and

linking the script icons based on user input in the order which represents IVR and ACD scripting within the call center.

36. A method according to claim 35, wherein the script editor window includes a property display area that lists properties of scripting actions represented by script icons.

37. A method according to claim 36, and further comprising the step of highlighting a script icon that has been dragged into the script display area such that as a result of highlighting the script icon, the properties for the scripting action represented by the script icon are displayed within the script display area.

38. A method according to claim 35, and further comprising the step of beginning a script flow with a START script icon representing the start of script flow and terminating the script flow with a script icon that represents a terminating action for the script flow.

39. A method according to claim 35, wherein said script editor window further comprises a series of tabs that each can be selected for displaying a set of different script icons within the action toolbar.

40. A method of configuring the scripting of a call center that includes an interactive voice response (IVR) server and automatic call distributor (ACD) server that is functionally integrated with the IVR server, the method comprising the steps of:

displaying as a result of user input a script editor window on a call center computer as part of a graphical user interface for the call center, said script editor window including a script display area;

receiving in the script display area script icons dragged from an action toolbar that are representative of ACD and IVR scripting actions; and

positioning the script icons in an order corresponding to a script flow through the call center, such that if a previous action within the script flow is appropriate, a connection line is drawn between the previous script icon and newly added script icon representing the respective actions of the script flow.

41. A method according to claim 40, and further comprising the step of indicating the direction of script flow by a different colored connection line.

42. A method according to claim 40, and further comprising the step of selecting a predetermined, number of connected script icons that are displayed within the script display area, and cutting, copying and pasting the selected script icons to other portions of the script display area for completing a script flow.

43. A method according to claim 40, wherein the script editor window includes a property display area that lists properties of scripting actions represented by script icons.

44. A method according to claim 40, and further comprising the step of clicking on a connection line and displaying the properties of the connection between two connected scripting actions within a property display area of the script editor window.

45. A method according to claim 40, and further comprising the step of highlighting a script icon that has been dragged into the script display area such that as a result of highlighting the script icon, the properties of the scripting action represented by the script icon are displayed within the script display area.

46. A method according to claim 40, and further comprising the step of beginning a script flow with a START script icon representing the start of script flow and terminating the script flow with a script icon that represents a terminating action for the script flow.

47. A method of configuring the scripting of a call center that includes an interactive voice response (IVR) server and automatic call distributor (ACD) server that is functionally integrated with the IVR server, the method comprising the steps of:

displaying as a result of user input a script editor window on a call center computer as part of a graphical user interface for the call center, said script editor window including a script display area;

receiving in the script display area script icons dragged from an action toolbar that are representative of ACD and IVR scripting actions, wherein the script icons are selected from a plurality of sets of script icons that are displayed within the action toolbar by user selecting an action tab representative of a selected set of script icons; and

positioning the script icons in an order corresponding to a script flow through the call center, such that if a previous action within the script flow is appropriate, a connection line is drawn between the previous script icon and newly added script icon representing the respective scripting actions of the script flow.

48. A method according to claim 47, and further comprising the step of selecting a standard action tab for displaying script icons representative of at least one of (a) the start of an IVR script, (b) the capture of dual tone multi-frequency (DTMF) digits, (c) the playing of sound files, (d) the playing of voice prompts, (e) evaluating an expression and branching a call flow direction based on the evaluation, (f) the defining of branch nodes, (g) the recording of speech, (h) the terminating of a script, and (i) the dialing of digits through a phone system.

49. A method according to claim 47, claim and further comprising the step of selecting an advanced action tab for displaying script icons representative of at least one of (a) transferring a call, (b) combining actions, (c) assigning the results of an expression to a variable, (d) executing a previously saved IVR script, (e) sending an external DLL hook routing, (f) sending data to an external program via a data pipe, (g) sending an e-mail message, and (h) and sending a message to a pager.

50. A method according to claim 47, wherein the script editor window includes a property display area that lists properties of scripting actions represented by script icons.

51. A method according to claim 50, and further comprising the step of highlighting a script icon that has been dragged into the script display area and highlighting a selected script icon such that as a result of highlighting the script icon, the properties for the scripting action represented by the script icon are displayed within the script display area.

52. A method according to claim 47, and further comprising the step of beginning a script flow with a START script icon representing the start of script flow and terminating the script flow with a script icon that represents a terminating action for the script flow.

53. A method according to claim 47, and further comprising the step of indicating the direction of script flow by a different colored connection line.

54. A method according to claim 47, and further comprising the step of selecting a predetermined number of connected script icons that are displayed within the script display area and cutting, copying and pasting the selected script icons to other areas of the script display area for completing a script flow.

55. A method according to claim 47, wherein the script editor window includes a property display area that lists properties of scripting actions represented by script icons.

56. A method according to claim 47, and further comprising the step of selecting a connection line and displaying the properties of the connection between two connected scripting actions within a property display area of the script editor window.

57. A graphical user interface contained on a computer screen of a call center computer and used for configuring the scripting of a call center that includes an interactive voice response (IVR) server and an automatic call distributor (ACD) server that is functionally integrated with the IVR server, the graphical user interface comprising:

a script editor window having a script display window, and an action toolbar containing script icons that represent respective ACD and IVR scripting actions, wherein the script display window receives script icons dragged and linked together to represent IVR and ACD script flow within the call center from the action toolbar.

58. A graphical user interface according to claim 57, wherein said script editor window further comprises a property display area that lists properties of scripting actions representative of the script icons.

59. A graphical user interface according to claim 57, wherein said script icons that are dragged into the script display window can be highlighted to display the properties for the scripting action represented by a highlighted script icon.

60. A graphical user interface according to claim 57, wherein said script display window further comprises a series of tabs that each can be selected for displaying a set of different script icons within the action toolbar.