Method for call distribution in a call center and associated call distribution apparatus

• US 7,697,677 B2
• Filed: 03/12/2002
• Issued: 04/13/2010
• Est. Priority Date: 03/13/2001
• Status: Active Grant

• Current Assignee: RingCentral Incorporated
• Original Assignee: Siemens AG
• Inventors: Hack, Andreas
• Primary Examiner(s): Vuong, Quochien B
• Application Number:
  US10/098,004
• Publication Number:
  US 20020154757A1
• Time in Patent Office: 2,954 Days
• Field of Search: 379/265.01, 379/265.02, 379/265.12, 379/266.01, 379/265.07, 379/265.11, 379/265.13, 379/266.02, 379/258
• US Class Current: 379/265.01
• CPC Class Codes: H04M 3/42102 Making use of the called party identifier
• CPC Class Codes: H04M 3/51 Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing
• CPC Class Codes: H04M 3/5166 in combination with interactive voice response systems or voice portals, e.g. as front-ends

Abstract

A method for call distribution is disclosed, where an incoming call is forwarded by a switching device to a call distribution device via dialing information input by the caller. The call distribution apparatus device checks whether the dialing information contains permissible inquiry information. If this is not so, the caller is requested to input inquiry information by an interactive voice response device. The call distribution apparatus causes the call to be switched to an agent responsible for the specified inquiry via the switching device via the inquiry information contained in the dialing information or interrogated by the voice response device.

Claims

1. A method for call distribution in a call center, comprising:

forwarding an incoming call to a call distribution apparatus by a switching device via dialing information input by a caller;

checking, via the call distribution apparatus, whether the dialing information includes a permissible inquiry information item specifying an inquiry and, if not, requesting the caller to input the inquiry information via an interactive voice response device, wherein if dialing information includes the permissible inquiry information item specifying the inquiry, the interactive voice response device is bypassed; and

causing the incoming call to be switched, by the call distribution device and using the inquiry information, to an agent responsible for the specified inquiry via the switching device.

2. A method for call distribution in a call center as claimed in claim 1, wherein, if the inquiry information is already contained in the dialing information, the incoming call is switched to the responsible agent in a ringing state.

3. A method for call distribution in a call center as claimed in claim 1, further comprising:

detecting a source call number of the caller by the called distribution apparatus; and

switching the incoming call depending on the source call number detected.

4. A method for call distribution in a call center as claimed in claim 1, further comprising:

forwarding the incoming call to the call distribution apparatus via a first part of the dialing information; and

checking the call with regard to the inquiry information via a second part of the dialing information.

5. A method for call distribution in a call center as claimed in claim 1, wherein the call distribution apparatus, via the inquiry information, causes the incoming call to be switched to a destination identified by a call transfer number, instead of to the responsible agent.

6. A method for call distribution in a call center as claimed in claim 1, wherein a plurality of inquiry information items, which change in continuous operation and which are respectively allocated to at least one of at least one responsible agent and at least one call transfer number, are dynamically administered in the call distribution apparatus.

7. A call distribution apparatus for coupling to a switching device, comprising:

a detection part for detecting dialing information included in a call signaling of an incoming call;

an evaluating part for checking whether the detected dialing information includes permissible inquiry information specifying an inquiry;

an interactive voice response device for voice-controlled interrogation of an inquiry information item from a caller; and

a control device for relaying the call via the inquiry information, which is one of contained in the dialing information and interrogated from the caller, via the switching device to an agent responsible for the specified inquiry,

wherein if the dialing information contains the permissible inquiry information item specifying the inquiry, the voiced-controlled interrogation performed by the interactive voice response device is bypassed.

8. A call distribution apparatus for coupling to a switching device as claimed in claim 7, wherein the voice response device includes a voice recognition unit for converting spoken inquiry information into inquiry data.

9. A call distribution apparatus for coupling to a switching device as claimed in claim 8, wherein the control device relays the call to a destination identified by a call transfer number via the switching device and via the inquiry information which is one of contained in the dialing information and interrogated from the caller.

10. A call distribution apparatus for coupling to a switching device as claimed in claim 7, further comprising a database, which can be updated in continuous operation via the switching device for storing a correlation of changing, dynamically administered inquiry information items with, in each case, at least one of at least one responsible agent and at least one call transfer number.

11. A call distribution apparatus for coupling to a switching device as claimed in claim 7, further comprising a Computer-Supported Telephony Application (CSTA) interface coupled to the switching device.