Scalable call center telecommunications system

• US 7,616,757 B2
• Filed: 08/30/2004
• Issued: 11/10/2009
• Est. Priority Date: 08/30/2004
• Status: Expired due to Fees

• Current Assignee: Joseph L. Erdman
• Original Assignee: Joseph L. Erdman
• Inventors: Erdman, Joseph L.
• Primary Examiner(s): Al Aubaidi; Rasha S
• Application Number:
  US10/930,006
• Publication Number:
  US 20060045256A1
• Time in Patent Office: 1,898 Days
• Field of Search: 379/265.01, 379/266.07
• US Class Current: 379/266.07
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements

Abstract

A telecommunications system for a call center. In one preferred embodiment, the telecommunications system includes a plurality of call stations coupled in a peer-to-peer network, each of the call stations includes a host computer and a scalable telecommunication management apparatus (STMA) in communication with the computer and providing for inbound and outbound calling activities. The call center telecommunications system is scalable meaning the number of call stations, each of which comprises a host computer and one or more STMAs, may be easily increased or decreased depending on the volume of calls without the need for expensive restructuring of the telecommunications system. Advantageously, the STMAs are embodied in circuit cards plugged into respective expansion slots of the host computer and the host computer is a personal computer. Information regarding incoming and outgoing calls of the call center is conveyed to an operator of the call station via audio and visual presentation.

Claims

1. A method of routing telecommunicating data in a call center telecommunication system, the steps of the method comprising

a. providing a first call station and a second call station, the first and second call stations each including a host computer, first and second telecommunications management circuit cards, each of the first and second call stations being a coupled to first and second telephone lines, the respective first circuit cards of the first and second call stations being coupled to the first telephone line and the respective second circuit cards of the first and second call stations being coupled to the second telephone line, the first and second call stations each further including hook and lock out circuitry for blocking an inbound call ringing on one of the first and second telephone lines if the call station is on a call and inbound/outbound flow control circuitry for switching the call station between receiving inbound calls and making outbound calls based on inbound call volume;

b. determining whether the first call station is on a call utilizing the first and second telecommunications management circuit cards of the first call station;

c. determining whether the second call station is on a call utilizing the first and second telecommunications management circuit cards of the second call station;

d. routing an inbound call ringing on one of the first and second telephone lines to the first call station for answering if the first and second telecommunications management circuit cards of the first call station determine that the first call station is not on a call and the station to switched to receiving inbound calls;

f. blocking the inbound call if the first and second telecommunications management circuit cards of the first call station determine that the first call station is on a call or is switched to making outbound calls;

g. routing the inbound call to the second call station for answering if the first and second telecommunications management circuit cards of the second call station determine that the second call station is not on a call and the station to switched to receiving inbound calls; and

h. blocking the inbound call if the first and second telecommunications management circuit cards of the second call station determine that the second call station is on a call or is switched to making outbound calls.

2. A method of routing telecommunication data in a call center telecommunication system, the steps of the method comprising:

a. providing a first call station and a second call station, the first and second call stations each including a host computer ,first and second telecommunications management circuit cards, each of the first and second call stations being a coupled to first and second telephone lines, the respective first circuit cards of the first and second call stations being coupled to the first telephone line and the respective second circuit cards of the first and second call stations being coupled to the second telephone line, the first and second call stations each further including hook and lock out circuitry for blocking an inbound call ringing on one of the first and second telephone lines if the call station is on a call and inbound/outbound flow control circuitry for switching the call station between receiving inbound calls and making outbound calls based on inbound call volume;

b. determining whether the first call station is on a call utilizing the first and second telecommunications management circuit cards of the first call station;

c. determining whether the second call station is on a call utilizing the first and second telecommunications management circuit cards of the second call station;

d. making an outbound call at the first call station if the first and second telecommunications management circuit cards of the first call station determine that the first call station is not on a call and the station to switched to making outbound calls; and

f. making an outbound call at the second call station if the first and second telecommunications management circuit cards of the second call station determine that the second call station is not on a call and the station is switched to making outbound calls.