Method and system for handling calls at an automatic call distributor

• US 7,970,117 B2
• Filed: 07/18/2005
• Issued: 06/28/2011
• Est. Priority Date: 07/18/2005
• Status: Active Grant

• Current Assignee: Cisco Technology, Inc. (Cisco Systems, Inc.)
• Original Assignee: Cisco Technology, Inc. (Cisco Systems, Inc.)
• Inventors: Patel, Labhesh, Sarkar, Shantanu, Eppel, Martin R., Shaffer, Shmuel, Tong, Aaron
• Primary Examiner(s): Kuntz; Curtis
• Assistant Examiner(s): NGUYEN, PHUNG HOANG JOSEPH
• Application Number:
  US11/184,109
• Publication Number:
  US 20070036131A1
• Time in Patent Office: 2,171 Days
• Field of Search: 379/266.01, 379/265.13, 379/203.01, 709/227, 709/204, 709/207
• US Class Current: 379/265.01
• CPC Class Codes: H04M 3/523 with call distribution or queueing

Abstract

A method for handling calls at an automatic call distributor includes receiving from a first caller a first call for distribution to one of a plurality of agents and receiving from the first caller a first request associated with the first call. The method includes linking the first request to one or more additional requests associated with one or more additional calls from one or more additional callers. The method also includes distributing for handling to a first agent of the plurality of agents the first call and the one or more additional calls associated with the one or more additional requests linked to the first request.

Claims

1. A method for handling calls at an automatic call distributor, comprising:

receiving from a first caller a first call for distribution to one of a plurality of agents;

receiving from the first caller a first request associated with the first call;

linking the first request to one or more additional requests associated with one or more additional calls from one or more additional callers; and

receiving from the first caller an indication that the first caller is willing to participate in a group session with the one or more additional callers;

in return for receiving the indication that the first caller is willing to participate in the group session, prioritizing the first call over one or more other calls in a queue received before the receipt of the first call and waiting to be handled by an agent of the plurality of agents;

distributing for handling in a conference to a first agent of the plurality of agents the first call and the one or more additional calls associated with the one or more additional requests linked to the first request by joining the first caller, the one or more additional callers and the first agent in a conference in which the first caller, the one or more additional callers, and the first agent can communicate.

2. The method of claim 1, wherein the conference comprises a chat group.

3. The method of claim 1, wherein linking the first request to one or more additional requests comprises receiving from the first agent a request to link the first request to the one or more additional requests.

4. The method of claim 1, wherein linking the first request to one or more additional requests comprises linking the first request to the one or more additional requests based on similarities in the first request and the one or more additional requests.

5. The method of claim 1, further comprising requesting whether the first caller desires to join one or more other callers in the handling of the first request of the first caller.

6. The method of claim 1, further comprising requesting whether the one or more additional callers desire to join another caller in the handling of the one or more additional requests of the one or more additional callers.

7. The method of claim 1, further comprising:

presenting to the first caller a request list comprising requests from other callers, including the one or more additional requests; and

receiving from the first caller a request to join in the handling of the one or more additional requests.

8. The method of claim 1, wherein the one or more additional calls associated with the one or more additional requests are stored in a queue.

9. The method of claim 1, wherein distributing for handling to a first agent of the plurality of agents the first call and the one or more additional calls comprises:

distributing for handling to the first agent the one or more additional calls;

retrieving the first call from a queue; and

distributing the first call to the first agent while the first agent is handling the one or more additional calls.

10. The method of claim 1, wherein receiving from the first caller a first request associated with the first call comprises receiving the first request through automatic speech recognition.

11. The method of claim 1, wherein receiving from the first caller a first request associated with the first call comprises receiving the first request through an interactive voice response system.

12. The method of claim 1, wherein:

receiving from the first caller a first request associated with the first call comprises receiving from the first caller the first request at a special agent;

linking the first request to one or more additional requests comprises receiving from the special agent a request to link the first request to the one or more additional requests; and

distributing for handling to a first agent of the plurality of agents the first call and the one or more additional calls associated with the one or more additional requests linked to the first request comprises receiving a request from the special agent to distribute for handling to the first agent the first call and the one or more additional calls.

13. The method of claim 1, further comprising providing preferential treatment to the first caller in response to receiving consent from the first caller to join one or more other callers in the handling of the first request of the first caller.

14. A system for handling calls at an automatic call distributor, comprising:

an interface operable to;

receive from a first caller a first call for distribution to one of a plurality of agents; and

receive from the first caller a first request associated with the first call;

receive from the first caller an indication that the first caller is willing to participate in a group session with one or more additional callers;

a processor coupled to the interface and operable to;

in return for receiving the indication that the first caller is willing to participate in the group session, prioritize the first call over one or more other calls in a queue received before the receipt of the first call and waiting to be handled by an agent of the plurality of agents;

link the first request to one or more additional requests associated with one or more additional calls from the one or more additional callers; and

distribute for handling in a conference to a first agent of the plurality of agents the first call and the one or more additional calls associated with the one or more additional requests linked to the first request by joining the first caller, the one or more additional callers and the first agent in a conference in which the first caller, the one or more additional callers, and the first agent can communicate.

15. The system of claim 14, wherein the conference comprises a chat group.

16. The system of claim 14, wherein a processor operable to link the first request to one or more additional requests comprises a processor operable to receive from the first agent a request to link the first request to the one or more additional requests.

17. The system of claim 14, wherein a processor operable to link the first request to one or more additional requests comprises a processor operable to link the first request to the one or more additional requests based on similarities in the first request and the one or more additional requests.

18. The system of claim 14, wherein the processor is further operable to request whether the first caller desires to join one or more other callers in the handling of the first request of the first caller.

19. The system of claim 14, wherein the processor is further operable to request whether the one or more additional callers desire to join another caller in the handling of the one or more additional requests of the one or more additional callers.

20. The system of claim 14, wherein the interface is further operable to:

present to the first caller a request list comprising requests from other callers, including the one or more additional requests; and

receive from the first caller a request to join in the handling of the one or more additional requests.

21. The system of claim 14, wherein the one or more additional calls associated with the one or more additional requests are stored in a queue.

22. The system of claim 14, wherein a processor operable to distribute for handling to a first agent of the plurality of agents the first call and the one or more additional calls comprises a processor operable to:

distribute for handling to the first agent the one or more additional calls;

retrieve the first call from a queue; and

distribute the first call to the first agent while the first agent is handling the one or more additional calls.

23. The system of claim 14, wherein an interface operable to receive from the first caller a first request associated with the first call comprises an interface operable to receive the first request through automatic speech recognition.

24. The system of claim 14, wherein an interface operable to receive from the first caller a first request associated with the first call comprises an interface operable to receive the first request through an interactive voice response system.

25. The system of claim 14, wherein:

an interface operable to receive from the first caller a first request associated with the first call comprises an interface operable to receive from the first caller the first request at a special agent;

a processor operable to link the first request to one or more additional requests comprises a processor operable to receive from the special agent a request to link the first request to the one or more additional requests; and

a processor operable to distribute for handling to a first agent of the plurality of agents the first call and the one or more additional calls associated with the one or more additional requests linked to the first request comprises a processor operable to receive a request from the special agent to distribute for handling to the first agent the first call and the one or more additional calls.

26. The system of claim 14, wherein the processor is further operable to provide preferential treatment to the first caller in response to receiving consent from the first caller to join one or more other callers in the handling of the first request of the first caller.

27. A system for handling calls at an automatic call distributor, comprising:

means for receiving from a first caller a first call for distribution to one of a plurality of agents;

means for receiving from the first caller a first request associated with the first call;

means for linking the first request to one or more additional requests associated with one or more additional calls from one or more additional callers; and

means for receiving from the first caller an indication that the first caller is willing to participate in a group session with the one or more additional callers;

means for, in return for receiving the indication that the first caller is willing to participate in the group session, prioritizing the first call over one or more other calls in a queue received before the receipt of the first call and waiting to be handled by an agent of the plurality of agents;

means for distributing for handling in a conference to a first agent of the plurality of agents the first call and the one or more additional calls associated with the one or more additional requests linked to the first request by joining the first caller, the one or more additional callers and the first agent in a conference in which the first caller, the one or more additional callers, and the first agent can communicate.

28. Logic embodied in a non-transitory computer readable medium, the computer readable medium comprising code operable to:

receive from a first caller a first call for distribution to one of a plurality of agents;

receive from the first caller a first request associated with the first call;

link the first request to one or more additional requests associated with one or more additional calls from one or more additional callers; and

receive from the first caller an indication that the first caller is willing to participate in a group session with the one or more additional callers;

in return for receiving the indication that the first caller is willing to participate in the group session, prioritize the first call over one or more other calls in a queue received before the receipt of the first call and waiting to be handled by an agent of the plurality of agents;

distribute for handling in a conference to a first agent of the plurality of agents the first call and the one or more additional calls associated with the one or more additional requests linked to the first request by joining the first caller, the one or more additional callers and the first agent in a conference in which the first caller, the one or more additional callers, and the first agent can communicate.

29. A method for handling calls at an automatic call distributor, comprising:

receiving from a first caller a first call for distribution to one of a plurality of agents;

receiving from the first caller a first request associated with the first call;

distributing the first call to a first agent of the plurality of agents for handling by the first agent;

receiving one or more additional calls from one or more additional callers, the one or more additional calls comprising one or more additional requests;

placing the one or more additional calls in a queue;

linking the first request to the one or more additional requests; and

removing the one or more additional calls based on the linking before the one or more additional calls reach a front of the queue;

distributing the one or more additional calls to the first agent while the first agent is handling the first call so that the first agent can handle first call and the one or more additional calls in a conference in which the first caller, the one or more additional callers, and the first agent can communicate.

30. The method of claim 29, further comprising requesting whether the first caller desires to join one or more other callers in the handling of the first request of the first caller.

31. A system for handling calls at an automatic call distributor, comprising:

an interface operable to;

receive from a first caller a first call for distribution to one of a plurality of agents;

receive from the first caller a first request associated with the first call; and

receive one or more additional calls from one or more additional callers, the one or more additional calls comprising one or more additional requests; and

a processor coupled to the interface and operable to;

distribute the first call to a first agent of the plurality of agents for handling by the first agent;

place the one or more additional calls in a queue;

link the first request to the one or more additional requests; and

remove the one or more additional calls based on the linking before the one or more additional calls reach a front of the queue; and

distribute the one or more additional calls to the first agent while the first agent is handling the first call so that the first agent can handle first call and the one or more additional calls in a conference in which the first caller, the one or more additional callers, and the first agent can communicate.