Method and means for controlling the availability of mobile agents in a call centre environment
First Claim
1. A method for controlling availability of a mobile agent, comprising a mobile station, a client application installed on the mobile station and a call centre server, the method comprising:
- communicating data between the client application and the call centre server wirelessly or through a wireline connection,controlling availability of the mobile agent to receive calls with the mobile station, andprocessing a call to the mobile station by;
identifying, from among multiple, different profiles, a first profile set for the mobile station at a time when the call to the mobile station was received, each of the multiple, different profiles being associated with one or more call processing rules defined to control processing of calls received when the mobile station is set in the corresponding profile;
accessing a first call processing rule associated with the first profile and defined to control processing of calls received when the mobile station is set in the first profile, the first call processing rule being different than a second call processing rule defined to control processing of calls received when the mobile station is set in a second profile that is different than the first profile;
accessing one or more parameters that represent a state of a customer of the call centre server that is associated with the call to the mobile station and a state of the mobile station at a time when the call to the mobile station was received;
applying the first call processing rule to the accessed one or more parameters to determine an action to be taken for the call to the mobile station; and
performing the determined action on the call to the mobile station.
3 Assignments
0 Petitions
Accused Products
Abstract
Method and apparatus for controlling the ability of mobile agents to receive customer service calls to their mobile phone from a call center. A mobile station is installed with a client application featuring an agent profile and call processing rules that are updated from the call center. The mobile agent uses the mobile station for work by turning on a “work profile”, and the client application registers the mobile agent to the call center. With the work profile on, the client application will block personal calls, or any other calls originating elsewhere than the call center. Significant advantages are accrued as the companies running the call centers will gain greater control of their mobile agent workforce and can prioritize tasks better within the organization, without having to construct complex solutions that consult different network elements within the cellular radio network.
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Citations
38 Claims
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1. A method for controlling availability of a mobile agent, comprising a mobile station, a client application installed on the mobile station and a call centre server, the method comprising:
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communicating data between the client application and the call centre server wirelessly or through a wireline connection, controlling availability of the mobile agent to receive calls with the mobile station, and processing a call to the mobile station by; identifying, from among multiple, different profiles, a first profile set for the mobile station at a time when the call to the mobile station was received, each of the multiple, different profiles being associated with one or more call processing rules defined to control processing of calls received when the mobile station is set in the corresponding profile; accessing a first call processing rule associated with the first profile and defined to control processing of calls received when the mobile station is set in the first profile, the first call processing rule being different than a second call processing rule defined to control processing of calls received when the mobile station is set in a second profile that is different than the first profile; accessing one or more parameters that represent a state of a customer of the call centre server that is associated with the call to the mobile station and a state of the mobile station at a time when the call to the mobile station was received; applying the first call processing rule to the accessed one or more parameters to determine an action to be taken for the call to the mobile station; and performing the determined action on the call to the mobile station. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12)
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13. An arrangement for controlling availability of a mobile agent, comprising a mobile station, a client application installed or arranged to be installed on the mobile station, and a call centre server, wherein:
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the client application and the call centre server are arranged to communicate data wireles sly or through a wireline connection, the client application is arranged to control availability of the mobile agent to receive calls with the mobile station, and the client application is arranged to process a call to the mobile station by; identifying, from among multiple, different profiles, a first profile set for the mobile station at a time when the call to the mobile station was received, each of the multiple, different profiles being associated with one or more call processing rules defined to control processing of calls received when the mobile station is set in the corresponding profile; accessing a first call processing rule associated with the first profile and defined to control processing of calls received when the mobile station is set in the first profile, the first call processing rule being different than a second call processing rule defined to control processing of calls received when the mobile station is set in a second profile that is different than the first profile; accessing one or more parameters that represent a state of a customer of the call centre server that is associated with the call to the mobile station and a state of the mobile station at a time when the call to the mobile station was received; applying the first call processing rule to the accessed one or more parameters to determine an action to be taken for the call to the mobile station; and performing the determined action on the call to the mobile station. - View Dependent Claims (14, 15, 16, 17, 18, 19, 20, 21, 22, 23, 24)
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25. A software program product comprising a software program stored on a computer readable memory unit for controlling availability of a mobile agent, comprising a client application arranged to be installed on a mobile station, the client application being arranged to wireles sly communicate data with call centre server software, the program product comprising instructions for:
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controlling availability of the mobile agent to receive calls with the mobile station from at least one call centre, and processing a call to the mobile station by; identifying, from among multiple, different profiles, a first profile set for the mobile station at a time when the call to the mobile station was received, each of the multiple, different profiles being associated with one or more call processing rules defined to control processing of calls received when the mobile station is set in the corresponding profile; accessing a first call processing rule associated with the first profile and defined to control processing of calls received when the mobile station is set in the first profile, the first call processing rule being different than a second call processing rule defined to control processing of calls received when the mobile station is set in a second profile that is different than the first profile; accessing one or more parameters that represent a state of a customer of the call centre server that is associated with the call to the mobile station and a state of the mobile station at a time when the call to the mobile station was received; applying the first call processing rule to the accessed one or more parameters to determine an action to be taken for the call to the mobile station; and performing the determined action on the call to the mobile station. - View Dependent Claims (26, 27, 28, 29, 30, 31, 32, 33, 34)
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35. A software program product comprising a software program stored on a computer readable memory unit for controlling availability of a mobile agent, comprising call centre server software arranged to wirelessly communicate data with a client application installed on a mobile station, the program product comprising instructions for:
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controlling, by the call centre sever software, availability of the mobile agent to receive calls with the mobile station by controlling the client application on the mobile station of the mobile agent, managing rules for processing incoming and outgoing calls stored in the client application by communicating wireles sly with the mobile station and the client application, and processing a call to the mobile station by; identifying, from among multiple, different profiles, a first profile set for the mobile station at a time when the call to the mobile station was received, each of the multiple, different profiles being associated with one or more call processing rules defined to control processing of calls received when the mobile station is set in the corresponding profile; accessing a first call processing rule associated with the first profile and defined to control processing of calls received when the mobile station is set in the first profile, the first call processing rule being different than a second call processing rule defined to control processing of calls received when the mobile station is set in a second profile that is different than the first profile; accessing one or more parameters that represent a state of a customer of the call centre server that is associated with the call to the mobile station and a state of the mobile station at a time when the call to the mobile station was received; applying the first call processing rule to the accessed one or more parameters to determine an action to be taken for the call to the mobile station; and performing the determined action on the call to the mobile station. - View Dependent Claims (36, 37, 38)
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Specification