System, method, and computer readable medium for routing an agent to a preferred communications platform in order to receive a customer call

• US 7,769,160 B1
• Filed: 02/24/2006
• Issued: 08/03/2010
• Est. Priority Date: 02/24/2006
• Status: Expired due to Fees

• Current Assignee: Alorica Incorporated
• Original Assignee: West Corporation
• Inventors: Cardin, Gregory Stuart, Boutcher, James K, Cordell, Jeffrey William
• Primary Examiner(s): ADDY, THJUAN KNOWLIN
• Application Number:
  US11/361,321
• Time in Patent Office: 1,621 Days
• Field of Search: 379/266.01, 379/265.02, 379/265.05, 379/265.01, 719/328, 709/232
• US Class Current: 379/265.05
• 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

Abstract

A system, method, and computer readable medium for routing an agent to a preferred communications platform in order to receive a customer call comprises: a web server call notification module that receives an automatic number identification and information relating to an establishment whose phone number was dialed, a virtual automated call distributor (VACD), an interactive voice response (IVR) system that requests an agent'"'"'s identification from the VACD, where the VACD and the web server are coupled to the IVR system, where the VACD selects the agent'"'"'s identification and routes a customer'"'"'s information to an agent desktop environment (ADE) coupled to the VACD, and an access platform that receives the customer'"'"'s information and updates an ADE phone control state session on an agent'"'"'s desktop, where the IVR system queries the ADE for user name information relating to the web server, where the ADE queries an agent table for a user name, and where the agent is routed to a preferred communications platform at any time based on at least one of: a site, a project identification, a project load, and an attribute of the agent.

Claims

1. A system for routing an agent to a preferred communications platform in order to receive a customer call, comprising:

a web server call notification module that receives an automatic number identification and information relating to an establishment whose phone number was dialed;

a virtual automated call distributor (VACD);

an interactive voice response (IVR) system that requests an agent'"'"'s identification from the VACD, wherein the VACD and the web server are coupled to the IVR system;

wherein the VACD selects the agent'"'"'s identification and routes a customer'"'"'s information to an agent desktop environment (ADE) coupled to the VACD; and

an access platform that receives the customer'"'"'s information and updates an ADE phone control state session on an agent'"'"'s desktop;

wherein the IVR system queries the ADE for user name information relating to the web server;

wherein the ADE queries an agent table for a user name; and

wherein the agent is routed to a preferred communications platform at any time based on at least one of;

a site, a project identification, a project load, and an attribute of the agent;

wherein the customer'"'"'s information is routed to the ADE environment through a message transfer layer.

2. The system of claim 1, wherein the IVR system sends the agent'"'"'s identification and the agent'"'"'s user name to the web server.

3. The system of claim 2, wherein an order entry module in the web server sends the customer'"'"'s information to a web server client in the access platform, wherein the web server client updates the agent'"'"'s screen with the customer'"'"'s information.

4. The system of claim 3 comprising a switch, wherein the IVR system sends out-dial information to the switch.

5. The system of claim 4, wherein the switch out-dials to an agent'"'"'s telephone whereby the agent answers the phone and submits an order for the customer.

6. The system of claim 5, wherein the ADE queries the web server for sales order information and submits a disposition back to the ADE.

7. The system of claim 6 comprising a tandem service, wherein the ADE logs order information to the tandem service.

8. The system of claim 7, wherein the tandem service sends a status back to the VACD to prepare for a next call.

9. The system of claim 1, wherein the IVR system receives the customer call and queries a database to determine hours of operation of the establishment.

10. The system of claim 1, wherein the agent is at least one of:

a contact center or a call center agent;

an at home agent; and

a mobile agent.

11. The system of claim 1, wherein the ADE allows an agent to perform at least one of a following action:

process calls;

control a telephone;

view messages from operations supervisory staff;

coordinate incoming calls with various applications;

support host connectivity and data exchange; and

allow an agent to access all necessary information.

12. A system for routing an agent to a preferred communications platform in order to receive a customer call, comprising:

an interactive voice response (IVR) system that requests an agent'"'"'s identification from a virtual automated call distributor (VACD) that selects an agent'"'"'s identification and routes a customer'"'"'s information to an agent desktop environment (ADE);

an access platform that receives a customer'"'"'s information and updates an ADE phone control state session on an agent'"'"'s desktop;

wherein the IVR system queries the ADE for user name information relating to the web server;

wherein the ADE queries an agent table for a user name;

wherein the IVR system sends the agent'"'"'s identification and the agent'"'"'s user name to the web server; and

an order entry module that sends the customer'"'"'s information to a web server client in the access platform, wherein the web server client updates the agent'"'"'s screen with the customer'"'"'s information, and wherein the agent is routed to a preferred communications platform at any time based on at least one of;

a site, a project identification, a project load, and an attribute of the agent;

wherein the customer'"'"'s information is routed to the ADE through a message transfer layer.

13. The system of claim 12 comprising a switch, wherein the IVR system sends out-dial information to the switch.

14. The system of claim 13, wherein the switch out-dials to an agent'"'"'s telephone whereby the agent answers the phone and submits an order for the customer.

15. The system of claim 14, wherein the ADE queries a web server for sales order information and submits a disposition back to the ADE.

16. The system of claim 15 comprising a tandem service, wherein the ADE logs order information to the tandem service.

17. The system of claim 16, wherein the tandem service sends a status back to the VACD to prepare for a next call.