Customer communication service system

• US 7,428,303 B2
• Filed: 04/06/2006
• Issued: 09/23/2008
• 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:
  US11/278,871
• Publication Number:
  US 20060165066A1
• Time in Patent Office: 901 Days
• Field of Search: 379/365.12, 379/266.05, 379/265.09, 370/352, 455/438
• 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;

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 a 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;

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; and

means for seamlessly and simultaneously capturing and processing the voice and the at least one other means selected from the group consisting of e-mail message transmission means, chat message transmission means, digital transmission means, facsimile transmission means, digital video transmission means, digital voice transmission means, to provide an integrated communication interface to the agent.

2. The customer communication service system as described in claim 1, wherein said interface comprises a Telephony Switching Apparatus switch connected to said network for receiving voice client communications and telephony resource nodes connected to said network for distributing said voice client communications to agents, said Telephony Switching Apparatus switch coupled to said telephony resource nodes.

3. The customer communications service system as described in claim 1, wherein said call processing network having an interface connected to a telephone network includes a firewall connected to said global data communications network and said workflow manager.

4. The customer communication service system as described in claim 1, further comprising a customer site that includes:

a Telephony Switching Apparatus switch, connected to said telephone network for connecting to said interface;

a means for connecting agent communications to said telephone network; and

a means for connecting agent communications to said global data communications network.

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

6. The customer communication service system as described in claim 1, further comprising a means for connecting a voice client to said telephone network selected from the group consisting of a facsimile transmission means or a voice transmission means.

7. The customer communication service system as described in claim 1, wherein said global data communications network is the Internet.

8. A method for providing customer communication service comprising:

connecting a telephone network interface of a call processing network to a telephone network for enabling communications between a voice client and an agent;

connecting voice client communications to said call processing network via said telephone network;

connecting geographically distributed agent communications from multiple call center sites to said call center processing network via said telephone network;

connecting a data network interface of said call processing network to a global data communications network for enabling communications between a web client and said agent;

connecting web client communications to said call processing network via said global data communications network by voice and at least one other means selected from the group consisting of e-mail message transmission means, chat message transmission means;

digital transmission means, facsimile transmission means;

digital video transmission means;

digital voice transmission means;

connecting geographically distributed agent communications from multiple call center sites to said call processing network via said global data communications network; and

seamlessly and simultaneously capturing and processing the voice and the at least one other means selected from the group consisting of e-mail message transmission means, chat message transmission means, digital transmission means, facsimile transmission means, digital video transmission means, digital voice transmission means, to provide an integrated communication interface to the agent.

9. The method for providing customer communication service as described in claim 8, wherein said connecting said data network interface of said call processing network to said global data communications network includes:

connecting a firewall between said global data communication network and workflow management computer servers;

connecting said workflow management computer servers to a call processing network LAN;

connecting a shared disk cluster to cluster servers, said cluster servers connected to said call processing network LAN;

connecting telephony and real-time services server computers to said call processing network LAN; and

connecting said telephone network interface consisting of a Telephony Switching Apparatus switch and telephony resource nodes between said call processing network LAN and said telephone network.

10. The method for providing customer communication service as described in claim 9, wherein said workflow management computer servers perform the following media event workflow steps:

a) accepting media event input;

b) identifying media attributes through discovery events;

c) identifying media attribute modifiers;

d) associating values with media attributes and media attribute modifiers;

e) universal queuing of media events, media attributes, media attribute modifiers and associated values;

f) identifying available agents, agent attributes, agent attribute modifiers and associated values;

g) performing skill-based matching of media event with available agents;

h) selecting best agent media slot for media event; and

i) completing media event.

11. The method for providing customer communication service as described in claim 10, further comprising the step of predicting agent availability.

12. The method for providing customer communication service as described in claim 10, wherein said accepting media event input is a chat request from a client to a customer.

13. The method for providing customer communication service as described in claim 12, wherein processing said chat request includes:

a) sending said chat request to a workflow engine;

b) forwarding said chat request to an available agent having skills matching said chat request; and

c) enabling chat between said client and said customer.

14. The method for providing customer communication service as described in claim 10, wherein accepting said media event input is a fax request from a client.

15. The method for providing customer communication service as described in claim 14, wherein processing said fax request includes:

a) sending said fax request to a workflow engine;

b) forwarding said fax request to an available agent having skills matching said fax request; and

c) processing said fax request by said available agent.

16. The method for providing customer communication service as described in claim 10, wherein said accepting media event input is an email from a client.

17. The method for providing customer communication service as described in claim 16, wherein processing said email includes:

a) sending said email to a workflow engine;

b) forwarding said email to an available agent having skills matching said email request; and

c) processing said email by said available agent.

18. The method for providing customer communication service as described in claim 10, wherein said accepting media event input is a video request from a client.

19. The method for providing customer communication service as described in claim 18, wherein processing said video request includes:

a) sending said video request to a workflow engine;

b) forwarding said video request to an available agent having skills matching said video request;

c) enabling one-on-one video dialog between a client and an agent; and

d) processing said video request by said agent.

20. The method for providing customer communication service as described in claim 10, wherein the media event comprises a telephone call request from a client.

21. The method for providing customer communication service as described in claim 20, wherein processing said telephone call request includes:

a) sending said telephone call request to a workflow engine;

b) forwarding said client telephone call request to an available agent having skills matching said telephone call request;

c) enabling a one-on-one voice dialog between a client and said available agent; and

d) processing said telephone call request by said agent.

22. The method for providing customer communication service as described in claim 20, wherein processing said telephone call request includes:

a) sending said telephone call request to a workflow engine;

b) said workflow engine determining that an agent having skills matching said telephone call request is unavailable;

c) said workflow engine forwarding said telephone call request to a voicemail system;

d) said workflow engine analyzing a voicemail in said voicemail system determining and when an agent having skills matching said voicemail is available;

e) forwarding said voicemail to said agent; and

f) processing said voicemail by said agent.

23. The method for providing customer communication service as described in claim 8, wherein connecting geographically distributed agent communications from multiple call center sites to said call center processing network via said telephone network farther comprises dynamically allocating a plurality of sharable voice trunk lines between said multiple call center sites and said telephone network.

24. The method for providing customer communication service as described in claim 23, wherein dynamically allocating a plurality of sharable trunk lines further comprising:

a) determining a number of agents A available to process media events for a customer;

b) determining a trunk/agent ratio R;

c) determining a required number of after hour trunks T;

d) calculating the ratio A×

R;

e) calculating the ratio A+T

f) determining the greater of A×

R and A+T;

g) using the greater of A×

R or A+T to determine a permitted number of trunks available for a customer;

h) accepting a call and pass to call treatment if a call does not exceed a permitted number of simultaneous calls; and

i) rejecting a call if the number of calls exceeds a permitted number of simultaneous calls.

25. The method for providing customer communication service as described in claim 24, further comprising:

a) evaluating whether calls outstanding for all customers exceed a total permitted number of trunks available;

b) processing a call if said calls outstanding do not exceed total a permitted number of trunks available; and

c) blocking a call if there are insufficient trunks available and another customer is likely to receive a call.

26. The method for providing customer communication service as described in claim 24, further comprising:

a) evaluating the progress of current calls already in progress for a particular customer;

b) determining the likelihood of current calls terminating within a predetermined period of time;

c) rejecting additional calls if termination of a current call is not likely; and

d) accepting additional calls if termination of a current call is likely.

27. A method for providing workflow management of a customer communication service, comprising:

a) accepting a media event input;

b) identifying media attributes through discovery events;

c) identifying media attribute modifiers;

d) associating values with media attributes and media attribute modifiers;

e) universal queuing of media events, media attributes, media attribute modifiers and associated values;

f) identifying available agents, agent attributes, agent attribute modifiers and associated values;

g) performing skill-based matching of media event with available agents;

h) selecting best agent media slot for media event; and

i) completing media event.

28. A method for dynamic allocation of sharable trunk lines for a customer communication service, comprising:

a) determining the number of agents A available to process media events for a customer;

b) determining the trunWagent ratio R;

c) determining the required number of after hour trunks T;

d) calculating the ratio A×

R;

e) calculating the ratio A+T;

f) determining the greater of A×

R and A+T;

g) using the greater of A×

R and A+T to determine a permitted number of trunks available for the customer;

h) accepting a call and pass to call treatment if said call does not exceed the permitted number of simultaneous calls; and

i) rejecting a call if the number of calls exceeds the permitted number of simultaneous calls.

29. A customer communication workflow management system, comprising:

a workflow manager for receiving a customer media event, identifying attributes of said media event and associating values therewith; and

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

30. The system as recited in claim 29 further comprising said workflow manager receiving a plurality of media events.

31. The system as recited in claim 29 wherein said media event is selected from the group consisting of voice, voice mail, fax, email, on-line chat, self-help support, web-based support, Internet protocol telephony and video, and paper correspondence.

32. The system as recited in claim 29 wherein said agent attributes are selected from the group consisting of availability, skill level, time since last call, seniority, and previous history with customer.