Automatic call distribution system using computer network-based communication

• US 7,995,740 B2
• Filed: 02/10/2006
• Issued: 08/09/2011
• Est. Priority Date: 12/11/1998
• Status: Expired due to Fees

• Current Assignee: Avaya Incorporated
• Original Assignee: Avaya Incorporated
• Inventors: Zhang, Zhiyu, Zilko, Stephen P., Horvath, Edward C., Novosel, Peter, Bunyan, Peter, Seah, Kirschen Alcyone, Balakrishnan, Govind, Moore, Dwight M., Sanchez, Christopher, Hoq, Mohammed Ehtesham, Busey, Andrew T., Bowen, Kenneth Lynn, Wells, Mark Lovett, Currie, George
• Primary Examiner(s): ADDY, THJUAN KNOWLIN
• Application Number:
  US11/351,605
• Publication Number:
  US 20060188086A1
• Time in Patent Office: 2,006 Days
• Field of Search: 379/265.01, 379/22.01, 379/221.03, 379/2, 379/265.02, 379/266.1, 707/2, 370/270, 370/352
• US Class Current: 379/265.02
• CPC Class Codes: H04M 2203/551 Call history recording a computer conference H04L12/1831
• CPC Class Codes: H04M 3/5191 interacting with the Internet
• CPC Class Codes: H04M 3/5233 Operator skill based call distribution
• CPC Class Codes: H04M 7/0027 Collaboration services where a computer is used for data transfer and the telephone is used for telephonic communication

Abstract

Multiple communication types (e.g. chat, email, voice, etc.) are integrated into a call center. Embodiments can allow a single agent to handle multiple endpoints and multiple communication types. An agent user interface allows the agent to have control over accepting multiple communications and provides information to the agent about the communications and the customer. The agent can drag and drop canned responses, images, URLs, or other information into a window for immediate display on a customer'"'"'s computer. The system also provides flexibility in transferring large amounts of historic and current data from one agent to another, and from storage to an active agent. The system also provides for “blending” of different communication types to provide a single interface to the agent.

Claims

1. An automatic call distribution system comprising:

a server computer for providing communications between a customer computer and an agent computer, wherein the server computer includes records that keep track of the communications;

a failure handler for placing the agent and customer computers in direct communication upon failure of the server computer;

a database, included with the agent computer, for storing information on communications between the customer computer and the agent computer during direct communication between the agent and customer computers; and

a data synchronizer for using the stored information in the database to update the server computer so that when server computer communications are resumed the server computer maintains continuity of records about the communication.

2. The automatic call distribution system as defined in claim 1, wherein the server computer provides voice over IP communication to customer computer and the agent computer.

3. The automatic call distribution system as defined in claim 1, wherein the data synchronizer can blend information of different data types.

4. The automatic call distribution system as defined in claim 1, wherein the server computer includes at least one of a Web Response Unit and a Web Automatic Call Distribution.

5. The automatic call distribution system as defined in claim 1, wherein the server provides voice over IP communication to the customer computer and the agent computer.

6. The automatic call distribution system as defined in claim 5, wherein a Communications Interface Unit records the communication for storage.

7. The automatic call distribution system as defined in claim 1, wherein the direct communication between the agent and customer computers is through a public switched telephone network.

8. A method conducted with an automatic call distribution system comprising:

providing, by a server computer, communications between a customer computer and an agent computer, wherein the server computer includes records that keep track of the communications;

placing, by a failure handler, the agent and customer computers in direct communication upon failure of the server computer;

storing, by a database included with the agent computer, information on communications between the customer computer and the agent computer during direct communication between the agent and customer computers; and

updating, by a data synchronizer, the server computer, with the stored information in the database, so that when server computer communications are resumed the server computer maintains continuity of records about the communication.

9. The method as defined in claim 8, wherein the direct communication between the agent and customer computers is a peer-to-peer arrangement.

10. The method as defined in claim 8, wherein the data synchronizer can blend information of different data types.

11. The method as defined in claim 8, wherein the server computer includes at least one of a Web Response Unit and a Web Automatic Call Distribution.

12. The method as defined in claim 8, wherein the server computer provides voice over IP communication to the customer computer and the agent computer.

13. The method as defined in claim 12, wherein a Communications Interface Unit records the communication for storage.

14. The method as defined in claim 8, wherein the direct communication between the agent and customer computers is through a public switched telephone network.

15. A non-transitory computer readable medium having instructions stored thereon, the instructions causing a processor to conduct a method for maintaining call information, the instructions comprising:

instructions to provide communications between a customer computer and an agent computer, wherein a server computer includes records that keep track of the communications;

instructions to place the agent and customer computers in direct communication upon failure of the server computer;

instructions to receive, from a database included with the agent computer, information on communications between the customer computer and the agent computer during direct communication between the agent and customer computers; and

instructions to update the server computer, with the received information from the database, so that when server computer communications are resumed the server computer maintains continuity of records about the communication.

16. The computer readable medium as defined in claim 15, wherein the direct communication between the agent and customer computers is a peer-to-peer arrangement.

17. The computer readable medium as defined in claim 15, wherein the database includes information of different data types.

18. The computer readable medium as defined in claim 15, wherein communication between the customer computer and the agent computer before failover is a voice over IP communication.

19. The computer readable medium as defined in claim 15, wherein the direct communication between the agent and customer computers is through a public switched telephone network.