Computer telephony integration (CTI) complete healthcare contact center

• US 7,573,999 B2
• Filed: 12/31/2002
• Issued: 08/11/2009
• Est. Priority Date: 12/31/2002
• Status: Expired due to Fees

• Current Assignee: AT&T Intellectual Property I LP (AT&T, Inc.)
• Original Assignee: AT&T Intellectual Property I LP (AT&T, Inc.)
• Inventors: Wellons, David L., Turcan, Diane Brown
• Primary Examiner(s): DEANE JR, WILLIAM J
• Application Number:
  US10/335,453
• Publication Number:
  US 20040125938A1
• Time in Patent Office: 2,415 Days
• Field of Search: 379/265.01, 379/265.14, 37926601-2661
• US Class Current: 379/265.02
• CPC Class Codes: H04M 3/42323 PBX's with CTI arrangements
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements
• CPC Class Codes: H04M 3/5232 Call distribution algorithms
• CPC Class Codes: H04M 3/54 Arrangements for diverting calls for one subscriber to another predetermined subscriber based on the calling party profile H04M3/42059; based on location H04M3/42348; based on presence H04M3/42365; to voice mail H04M3/53308

Abstract

Methods and systems are disclosed for enabling a dynamic healthcare contact center (DHCCC) that leverages the assets of a healthcare center'"'"'s communications systems including internal telecommunications networks, information systems, data networks, and applications, of public telecommunications networks, of public data networks, and/or of various communications devices to facilitate improved access, sharing, notification, and/or management of incoming calls and associated data.

Claims

1. A computer telephony integration system comprising:

detection means for detecting an incoming communication;

at least one input/output processor to input and to output data associated with the incoming communication;

at least one communications interface for communicating with one of a plurality of communications devices selected for communications with a designated party, the communications device selected based upon a status, the status comprising availability data of the designated party, real-time location data of the designated party, availability data of the communications device, location data of the communications device, a messaging delivery capability of the communications device, and a messaging confirmation capability of the communications device, the messaging confirmation capability for confirming delivery of at least one of the incoming communication and the data to the communications device, wherein the availability data of the communications device is associated with a call state of the communications device, the location data of the communications device, the messaging delivery capability of the communications device, and real-time location data of the designated party to determine the status and wherein the messaging delivery capability of the communications device comprising a capability of the communications device to present audio, a capability of the communications device to present video, a capability of the communications device to present digital data;

a memory device for storing the data;

a processor communicating with the memory device, the processor selecting data stored in the memory device based upon a communications profile comprising the incoming communication and the input and output data, the communications profile further comprising at least one of patient data associated with the incoming communication, data associated with the designated party, and data associated with at least one of services, products, and business operations associated with a healthcare call center; and

status communications means for analyzing the status to select one of the plurality of communications devices and for communicating at least one of the incoming communication and the data to the communications device, the selected communications device having the capability to present one of the incoming communication and the data.

2. The system of claim 1, wherein the communications profile further comprises data associated with the status.

3. The system of claim 1, wherein the selected communications device comprises at least one of a transmitter, a telephone, an intercom communications device, a personal computer, a wireless communications device, an on-site pager, a mobile phone, a wireless phone, a WAP phone, an IP phone, a satellite phone, a computer, a modem, a pager, a digital music device, a digital recording device, a personal digital assistant, an interactive television, a digital signal processor, and a Global Positioning System device.

4. The system of claim 3, wherein the selected communications device transmits signals to determine the location data of the selected communications device.

5. The system of claim 1, further comprising:

an interactive patient services system for managing patient services provided to a patient associated with at least one of a plurality of patient rooms of the healthcare call center, each patient room having a unique communications address,

wherein the interactive patient services comprises at least one of medical services, entertainment services, cafeteria services, travel services, photo studio services, and other healthcare center services.

6. The system of claim 1, further comprising:

a patient signaling personal article comprising means for transmitting signals to a transmitter communicating with the healthcare call center, the patient signaling personal article associated with a patient, wherein the transmitted signals comprise availability data of the patient and location data of the patient.

7. The system of claim 1, wherein the communications interface comprises a telecommunications switch, the telecommunications switch establishing a telephony connection with a telecommunications network, the telecommunications switch communicating with the selected communications device.

8. The system of claim 7, the telecommunications switch further communicating the data with the telecommunications network.

9. The system of claim 1, wherein the communications interface comprises a gateway to a data network.

10. The system of claim 1, wherein the computer telephony integration system comprises a private branch exchange for establishing a communications connection with an agent station.

11. The system of claim 1, wherein the computer telephony integration system comprises a private branch exchange for establishing a communications connection with an intermediary processing system.

12. The system of claim 1, wherein the communications profile further comprises at least one of data associated with network configuration, data associated with a configuration profile of a communications device associated with a designated party of the call center, and data associated with communications systems of the healthcare call center.

13. The system of claim 1, further comprising:

configuration processing means for configuring communications with the selected communications device, the configuration processing means comprising the messaging delivery capability of the selected communications device of presentation formats of the selected communications device, the presentation formats comprising a voice data format, a video data format, and a digital data format.

14. A system, comprising:

a network of interconnected communications devices associated with a healthcare call center;

a rule-based application DataServer for communicating an incoming communication and associated data between the healthcare call center and a selected communications device affiliated with the healthcare call center, the rule-based application DataServer using a status to select a communications device for communicating the incoming communication and associated data, the status comprising availability data of the designated party, location data of the designated party, availability data of the communications device, location data of the communications device, messaging delivery capability of the communications device, and messaging confirmation capability of the communications device, the messaging confirmation capability for confirming delivery of at least one of the incoming communication and the data to the communications device, wherein the availability data of the communications device is associated with a call state of the communications device, the location data of the communications device, the messaging delivery capability of the communications device, and real-time location data of the designated party to determine the status and wherein the messaging delivery capability of the communications device comprising a capability of the communications device to present audio, a capability of the communications device to present video, a capability of the communications device to present digital data; and

an application program providing an interface to manage a communications profile comprising patient data associated with the incoming communication, data associated with the designated party, and data associated with at least one of services, products, and business operations affiliated with the healthcare call center, the application program further comprising status processing means for communicating with the rule-based application DataServer to route the incoming communication and associated data to the selected communications device.

15. The system of claim 14, wherein the rule-based application DataServer is provided by a telecommunications service provider.