Method for detecting availability of non-traditional agent

• US 7,864,945 B2
• Filed: 11/30/2004
• Issued: 01/04/2011
• Est. Priority Date: 11/30/2004
• Status: Active Grant

• Current Assignee: Alvaria Cayman
• Original Assignee: Aspect Software Incorporated
• Inventors: Peters, Michael
• Primary Examiner(s): Gauthier; Gerald
• Application Number:
  US10/999,517
• Publication Number:
  US 20060115071A1
• Time in Patent Office: 2,226 Days
• Field of Search: 37926501-2661, 379/266.07, 370/270, 370/271, 370/395.1, 370/230, 455/412.2, 455/445, 455/456.1, 455/518, 709/203, 709/223
• US Class Current: 379/265.03
• CPC Class Codes: H04M 2203/6018 Subscriber or terminal logon/logoff
• 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 3/5125 with remote located operators
• CPC Class Codes: H04M 3/523 with call distribution or queueing
• CPC Class Codes: H04M 3/533 Voice mail systems

Abstract

A method is provided for distribution and assignment of calls to an agent that has confirmed its current availability status. In one embodiment an agent is selected by the system and prompted for its current availability. If the agent is available, the call is routed to the agent. If the agent is not available the system selects another agent and the process is repeated. Then, a call is assigned to an available agent based on current availability information.

Claims

1. A method for detecting availability of a non-traditional agent in an automatic call distribution (acd) system to receive a call from a caller, said method comprising the steps of:

the acd system selecting a non-traditional agent having a cell phone to be assigned to the call;

determining that the selected agent is present at the cell phone of the selected agent prior to calling the selected agent'"'"'s cell phone;

the acd system placing an agent call to the agent cell phone of the selected agent and connecting the call to a media server, the media server prompting the agent on the agent cell phone for confirmation of availability when the agent call is connected to the agent phone;

selecting another agent if a voicemail system answers the call;

the acd system connecting the caller to the agent in response to confirmation of availability from the agent, and not connecting the caller if no confirmation is received.

2. The method of claim 1 further comprising the step of agent is available at a communication device.

3. The method of claim 1 further comprising connecting the agent to the media server.

4. The method of claim 3 further comprising the media server prompting the agent for confirmation of availability.

5. The method of claim 1 further comprising receiving a confirmation of non availability from the agent and selecting another agent for confirmation of availability in response thereto.

6. The method of claim 1 further comprising receiving no response from the agent and selecting another agent for confirmation of availability in response thereto.

7. The method of claim 1 further comprising connecting the agent call to an agent'"'"'s voicemail system and retrying the agent for confirmation of availability in response thereto.

8. The method of claim 1 further comprising connecting the agent call to an agent'"'"'s voicemail system and selecting another agent for confirmation of availability in response to connecting to the agent'"'"'s voicemail system.

9. The method of claim 1 further comprising receiving a confirmation of availability from the agent and connecting the caller in response thereto.

10. A method for detecting current availability of a non-traditional agent to receive a call via an automatic call distribution (acd) system comprising the steps of:

the acd system selecting a non-traditional agent having a cell phone to be assigned to the call;

determining that the selected agent is present at the cell phone of the selected agent prior to calling the selected agent'"'"'s cell phone;

the acd system placing an agent call to the agent cell phone of the selected agent and connecting the call to a media server, the media server prompting the agent on the agent phone for confirmation of current availability when the agent call is answered;

receiving a response from the agent cell phone and determining availability of the agent in response thereto and;

the acd system selecting another agent if a voicemail system answers the call.

11. The method of claim 10 further comprising the step of receiving a confirmation of availability from the agent on the agent phone and connecting the call to the agent in response thereto.

12. The method of claim 10 further comprising the step of determining if the agent is available at a communication device.

13. The method of claim 10 further comprising connecting the agent to the media server.

14. The method of claim 13 further comprising the media server prompting the agent for confirmation of availability.

15. The method of claim 10 further comprising receiving a confirmation of non-availability from the agent on the agent phone and selecting another agent for confirmation of availability in response thereto.

16. The method of claim 10 further comprising receiving no response from the agent and selecting another agent for confirmation of availability in response thereto.

17. The method of claim 10 further comprising connecting the agent call to an agent'"'"'s voicemail system via the agent phone and retrying the agent for confirmation of availability in response thereto.

18. The method of claim 10 further comprising connecting the agent call to an agent'"'"'s voicemail system and selecting another agent for confirmation of availability in response thereto.