Waiting but not ready

• US 7,620,169 B2
• Filed: 06/17/2002
• Issued: 11/17/2009
• Est. Priority Date: 06/17/2002
• Status: Active Grant

• Current Assignee: Avaya Incorporated
• Original Assignee: Avaya Incorporated
• Inventors: Uba, Gene Masaru, Harkreader, Susan K.
• Primary Examiner(s): Al Aubaidi; Rasha S
• Application Number:
  US10/174,278
• Publication Number:
  US 20030231757A1
• Time in Patent Office: 2,710 Days
• Field of Search: 379/265.02, 379/265.09, 379/266.05, 379/266.01, 379/265.11, 379/215.01, 379/266.03, 379/266.06, 370/270
• US Class Current: 379/265.02
• CPC Class Codes: H04M 2203/2011 Service processing based on information specified by a party before or during a call, e.g. information, tone or routing selection
• CPC Class Codes: H04M 3/523 with call distribution or queueing
• CPC Class Codes: H04M 3/5238 with waiting time or load prediction arrangements

Abstract

The invention is directed to a system for distributing contacts to a plurality of resources in a contact center, comprising at least one resource 104 for serving contacts 114; at least a first set 110 of contacts 114 awaiting service by the at least one resource 104, wherein each of the contacts in the first set 110 of contacts 114 has a corresponding state 140; and a selection agent 132 operable to assign a resource 104 to serve the contact 114 when a contact in the first set 110 of contacts has a first state and not assign the resource 104 to serve the contact 114 when a contact 114 in the first set of contacts 110 has a second state that is different from the first state. A state monitor 128 can be used to change the state of a contact between the first and second states.

Claims

1. A method of distributing contacts to a plurality of resources in a contact center, comprising:

(a) providing at least a first queue comprising contacts awaiting service by at least one resource of a contact center, wherein each of the contacts can wait in multiple queues simultaneously, and each of the contacts in each of the queues has a corresponding state, wherein a first state indicates that a contactor corresponding to the queued contact is ready to be serviced and a second state indicates at least one of an unwillingness of the contactor to be serviced and unavailability of the contactor for servicing; and

(b) applying the following rules to the contacts in the first queue;

(B1) when a first contact is at the head of a first queue and has a first state, assigning an available resource to serve the first contact; and

(B2) when the first contact is at the head of the first queue and has a second state different from the first state, not assigning an available resource to serve the first contact but assigning the available resource to serve a second contact in the first queue, the second contact having the first state and being later queued in the first queue than the first contact, the first contact remaining at the head of the queue until in the first state.

2. The method of claim 1, wherein, while the first contact is in the second state, advancing a position of the first contact in the first queue.

3. The method of claim 2, wherein the first contact is advanced in the same manner as if the first contact had the first state.

4. The method of claim 1, wherein an available resource is assigned to service the first contact when the first contact is at the head of the first queue and changes from the second state to the first state.

5. The method of claim 1, wherein, in a first operational mode, contacts in the first queue can have first and second states and, in a second operational mode, contacts in the first queue can have the first but not the second state and wherein the decision to implement, at a selected time, the first or second operational mode depends on contact center state.

6. The method of claim 1, wherein each of the contacts is enqueued in the first queue and the state of each contact is indicated by a state indicator, wherein, at a first time, the first contact has the first state, wherein, at a later second time, the first contact has the second state, wherein, at a third time later than the first and second times, the first contact has the first state and is assigned to a resource to be serviced, and wherein when rule (B2) applies the first contact is transferred from the first queue to a second queue different from the first queue.

7. The method of claim 1, further comprising:

(c) identifying a first resource that can service the first and a third contact, wherein the first contact is in the first queue, wherein the third contact is in a second queue, and wherein the first contact has the first state; and

(d) applying the following rules;

(D1) when the second contact has the first state, assigning the first resource to serve the second contact; and

(D2) when the second contact has the second state, assigning the first resource to serve the first contact.

8. The method of claim 1, further comprising:

(c) receiving a first code from the first contact, the first contact being in the first state; and

(d) in response to the first code, changing the state of the first contact from the first state to the second state;

(e) thereafter receiving a second code from the first contact; and

(f) in response to the second code, changing the state of the first contact from the second state back to the first state.

9. The method of claim 1, wherein first and second queues of contacts are provided, wherein each of the contacts in the first and second queues has a corresponding state, wherein the first queue is served by a first set of resources and the second queue is served by a second set of resources, wherein the first set of resources is different from the second set of resources, and wherein the first contact is queued in each of the first and second queues and further comprising:

before the first contact is served by an available resource in the first set of resources, assigning the first state to the first contact with respect to the first and second queues;

while the first contact is being served by a resource in the first set of resources, assigning the second state to the first contact with respect to the second queue; and

after the first contact has been served by the resource in the first set of resources, assigning the first state to the first contact with respect to the second queue.

10. The method of claim 1, wherein a resource places the first contact in the second state to permit the resource to perform a selected operation and later returns the first contact to the first state when the selected operation has been performed.

11. A computer readable medium encoded with computer executable instructions for performing the steps of claim 1.

12. The method of claim 1, wherein the first and second contacts are at the head of the first queue at substantially the same time and wherein the first contact has the first state and the second contact has the second state.

13. The method of claim 1, wherein said first state is a waiting and ready state and said second state is a waiting but not ready state.

14. The method of claim 1, when the first contact is at the head of the first queue, further comprising:

identifying a first resource that can service a first contact;

when the first contact has the first state, assigning the first resource to service the first contact; and

when the first contact has the second state, allowing the first resource to remain available.

15. A system for distributing contacts to a plurality of resources in a contact center, comprising:

at least one resource for serving contacts;

at least a first queue of contacts awaiting service by the at least one resource, wherein each of the contacts can wait in multiple queues simultaneously and each of the contacts in each of the queues has a corresponding state; and

a selection agent operable to assign an available resource to serve a selected contact when the selected contact is at the head of the first queue and has a first state and not assign the resource to serve the selected contact when the selected contact is at the head of the first queue but has a second state different from the first state, wherein the first state indicates that a contactor corresponding to the selected contact is ready to be serviced and the second state indicates at least one of an unwillingness of the contactor to be serviced and unavailability of the contactor for servicing, and wherein, while the selected contact is in the second state, the selection agent advances a position of the selected contact in the first queue in the same manner as if the selected contact had the first state until such time that the first contact is at the head of the queue where the first contact remains until they are in the first state.

16. The system of claim 15, wherein the selection agent applies the following rules:

when a first contact is at the head of a first queue and has a first state, assigning an available resource to serve the first contact; and

when the first contact is at the head of the first queue and has a second state different from the first state, not assigning an available resource to serve the first contact but assigning the available resource to serve a second contact in the first queue, the second contact having the first state and being later queued than the first contact.

17. The system of claim 15, wherein each of the contacts is queued in the first queue and the state of each contact is indicated by a state indicator, wherein the first queue includes a first contact, wherein, at a first time, the first contact has the first state, wherein, at a later second time, the first contact has the second state, wherein, at a third time later than the first and second times, the first contact has the first state and is assigned to a resource to be serviced, and wherein selection agent transfers a contact having the second state from the first queue to a second queue different from the first queue when the contact in the first queue has the second state.

18. The system of claim 15, wherein the selection agent identifies a first resource that can service first and second contacts, wherein the first contact is in the first queue, wherein the second contact is in the second queue, wherein the first contact has the first state, and wherein the selection agent, when the second contact has the first state, assigns the first resource to serve the second contact and, when the second contact has the second state, assigns the first resource to serve the first contact.

19. The system of claim 15, further comprising:

an input for receiving a first code from a first contact, the first contact being in the first state; and

in response to the first code, a state monitor operable to change the state of the first contact from the first state to the second state, wherein the input thereafter receives a second code from the first contact and wherein, in response to the second code, the state monitor changes the state of the first contact from the second state back to the first state.

20. The system of claim 19, further comprising:

a second queue of contacts, wherein each of the contacts in the first and second queues has a corresponding state, wherein the first queue is served by a first set of resources and the second queue is served by a second set of resources, wherein the first set of resources is different from the second set of resources, wherein a first contact is queued in each of the first and second queues, and wherein, before the first contact is served by the resource in the first set of resources, the state monitor assigns the first state to the first contact with respect to the first and second queues and, when the first contact is being served by a resource in the first set of resources, the state monitor assigns the second state to the first contact with respect to the second queue.

21. The system of claim 20, wherein, after the first contact has been served by the resource in the first set of resources, the state monitor assigns the first state to the first contact with respect to the second queue.

22. The system of claim 15, wherein first and second contacts are at the head of the first queue at substantially the same time and wherein the first contact has the first state and the second contact has the second state.

23. The system of claim 15, wherein said first state is a waiting and ready state and said second state is a waiting but not ready state.

24. The system of claim 15, when the first contact is at the head of the first queue, wherein the resource selection means identifies a first resource that can service a first contact, and wherein the resource selection means, when the first contact has the first state, assigns the first resource to service the first contact and, when the first contact has the second state, allows the first resource to remain available.

25. A system for distributing contacts to a plurality of resources in a contact center, comprising:

(a) at least one resource to serve contacts;

(b) at least a first queue of contacts awaiting service by the at least one resource, wherein each of the contacts can wait in multiple queues simultaneously and each of the contacts in each of the queues has a corresponding state, wherein a first state indicates that a contactor corresponding to a contact is ready to be serviced and a second state indicates at least one of an unwillingness of the contactor to be serviced and unavailability of the contactor for servicing; and

(c) a selection agent operable to apply the following rules;

(C1) when a first contact is at the head of a first queue and has a first state, assign an available resource to serve the first contact; and

(C2) when the first contact is at the head of the first queue and has a second state different from the first state, not assign an available resource to serve the first contact but assign the available resource to serve a second contact in the first queue, the second contact having the first state and being later queued in the first queue than the first contact, the first contact remaining at the head of the queue until in the first state.

26. The system of claim 25, wherein, while a selected contact is in the second state, the selection agent advances a position of the selected contact in the first queue in the same manner as if the selected contact had the first state.

27. The system of claim 25, wherein each of the contacts is queued in the first queue and the state of each contact is indicated by a state indicator, wherein the first queue includes the first contact, wherein, at a first time, the first contact has the first state, wherein, at a later second time, the first contact has the second state, wherein, at a third time later than the first and second times, the first contact has the first state and is assigned to a resource to be serviced, and wherein selection agent transfers a contact having the second state from the first queue to a second queue different from the first queue when the contact in the first queue has the second state.

28. The system of claim 25, wherein the selection agent identifies a first resource that can service first and second contacts, wherein the first contact is in the first queue, wherein the second contact is in the second queue, wherein the first contact has the first state, and wherein the selection agent, when the second contact has the first state, assigns the first resource to serve the second contact and, when the second contact has the second state, assigns the first resource to serve the first contact.

29. The system of claim 25, further comprising:

an input for receiving a first code from a first contact, the first contact being in the first state; and

in response to the first code, a state monitor operable to change the state of the first contact from the first state to the second state, wherein the input thereafter receives a second code from the first contact and wherein, in response to the second code, the state monitor changes the state of the first contact from the second state back to the first state.

30. The system of claim 29, further comprising:

a second queue of contacts, wherein each of the contacts in the first and second queues has a corresponding state, wherein the first queue is served by a first set of resources and the second queue is served by a second set of resources, wherein the first set of resources is different from the second set of resources, wherein a first contact is queued in each of the first and second queues, and wherein, before the first contact is served by the resource in the first set of resources, the state monitor assigns the first state to the first contact with respect to the first and second queues and, when the first contact is being served by a resource in the first set of resources, the state monitor assigns the second state to the first contact with respect to the second queue.

31. The system of claim 30, wherein, after the first contact has been served by the resource in the first set of resources, the state monitor assigns the first state to the first contact with respect to the second queue.

32. The system of claim 25, wherein a first and second contact are at the head of the first queue at substantially the same time and wherein the first contact has the first state and the second contact has the second state.

33. The system of claim 25, wherein said first state is a waiting and ready state and said second state is a waiting but not ready state.

34. The system of claim 25, when the first contact is at the head of the first queue, wherein the selection agent is operable to identify a first resource that can service a first contact, and wherein the selection agent is operable, when the first contact has the first state, to assign the first resource to serve the first contact and, when the first contact has the second state, to allow the first resource to remain available.

35. A method of distributing contacts to a plurality of resources in a contact center, comprising:

(a) providing at least a first queue comprising contacts awaiting service by at least one resource of a contact center, wherein each of the contacts can wait in multiple queues simultaneously and each of the contacts in each of the queues has a corresponding state, wherein a first state indicates that a contactor corresponding to the queued contact is ready to be serviced and a second state indicates at least one of an unwillingness of the contactor to be serviced and unavailability of the contactor for servicing, and wherein a contactor and resource each have the ability to place the first contact in the second state to permit the customer and/or resource to perform a selected operation and later return the first contact to the first state when the selected operation has been performed; and

(b) applying the following rules to the contacts in the first queue;

(B1) when a first contact is at the head of a first queue and has a first state, assigning an available resource to serve the first contact; and

(B2) when the first contact is at the head of the first queue and has a second state different from the first state, not assigning an available resource to serve the first contact but assigning the available resource to serve a second contact in the first queue, the second contact having the first state and being later queued in the first queue than the first contact, the first contact remaining at the head of the queue until in the first state.

36. The method of claim 35, wherein, while the first contact is in the second state, advancing a position of the first contact in the first queue, wherein the first contact is advanced in the same manner as if the first contact had the first state, wherein an available resource is assigned to service the first contact when the first contact is at the head of the first queue and changes from the second state to the first state.