Enterprise contact server with enhanced routing features

• US 8,428,047 B2
• Filed: 08/11/2003
• Issued: 04/23/2013
• Est. Priority Date: 11/21/1997
• Status: Expired due to Fees

• Current Assignee: Verizon Patent and Licensing Incorporated (Verizon Communications Inc.)
• Original Assignee: Verizon Business Global LLC (Verizon Communications Inc.)
• Inventors: Goss, Raymond G.
• Primary Examiner(s): Pezzlo, John
• Application Number:
  US10/637,561
• Publication Number:
  US 20040028213A1
• Time in Patent Office: 3,543 Days
• Field of Search: 370/352, 370/468, 370/503, 370/259, 379/265.11, 379/266.01
• US Class Current: 370/352
• CPC Class Codes: H04L 65/1101 Session protocols
• CPC Class Codes: H04L 65/1106 Call signalling protocols; H.323 and related
• CPC Class Codes: H04L 65/401 wherein the services involve a main real-time session and one or more additional parallel real-time or time sensitive sessions, e.g. white board sharing or spawning of a subconference
• CPC Class Codes: H04L 67/01 Protocols
• CPC Class Codes: H04L 67/14 Session management for real-time applications in data packet communications networks H04L65/1066
• CPC Class Codes: H04L 69/329 in the application layer [OSI layer 7]
• CPC Class Codes: H04L 9/40 Network security protocols
• CPC Class Codes: H04M 3/5191 interacting with the Internet
• CPC Class Codes: H04M 3/5231 with call back arrangements
• CPC Class Codes: H04M 3/5233 Operator skill based call distribution
• CPC Class Codes: H04M 3/5237 Interconnection arrangements between ACD systems
• CPC Class Codes: H04M 7/0027 Collaboration services where a computer is used for data transfer and the telephone is used for telephonic communication
• CPC Class Codes: H04M 7/003 Click to dial services

Abstract

A server may include logic configured to receive a call-back request from a customer, where the call-back request includes an identifier associated with the customer. The server may further include logic configured to identify, based on the identifier, a call center from a group of call centers having a group of agents qualified to handle the call-back request; and logic configured to forward the call-back request to the identified call center, where the call-back request causes the identified call center to select one of the group of agents to handle the call-back request.

Claims

1. A method comprising:

storing, by a server and in a memory, information identifying one or more skills of each call center agent of a plurality of call center agents located at a plurality of different call centers;

receiving, by the server and after a first communications link is established between a device associated with a customer and a company web server, a telephone call request from the customer;

identifying, in the memory and using identification information associated with the customer, information identifying a first call center agent, of the plurality of call center agents, located at a first call center of the plurality of different call centers,

the information identifying the first call center agent being identified based on the information identifying the one or more skills of the first call center agent and the telephone call request;

determining, by the server, whether the first call center agent is available;

when the first call center agent is not available;

identifying, in the memory and using the identification information associated with the customer, information identifying a second call center agent, of the plurality of call center agents, located at a second call center of the plurality of different call centers,

the information identifying the second call center agent being identified based on the information identifying the one or more skills of the second call center agent and the telephone call request,

the second call center agent being different than the first call center agent, and

the second call center being different than the first call center; and

causing, by the server, a second communications link to be established between the device associated with the customer and a device associated with the second call center agent when the second call center agent is available; and

when the first call center agent is available;

causing, by the server, a second communications link to be established between the device associated with the first call center agent and the device with the customer.

2. The method of claim 1 further comprising:

establishing a third communications link between the device associated with the first call center agent and the company web server, when the first call center agent is available,

where the first communications link and the third communications link include Internet Protocol (IP) communications links.

3. The method of claim 2 further comprising:

establishing a fourth communications link between a telephone device associated with the first call center agent and a telephone device associated with the customer, when the first call center agent is available,

where the fourth communications link includes a telephony link.

4. A server comprising:

logic, implemented at least partially in hardware, to store, in a memory, information identifying one or more skills of each of a plurality of call center agents located at a plurality of different call centers;

logic, implemented at least partially in hardware, to receive a telephone call-back request from a device associated with a customer that is accessing a web server;

logic, implemented at least partially in hardware, to identify, in the memory and using identification information of the customer, information identifying a first call center agent, of the plurality of call center agents, located at a first call center of the plurality of call centers,

the information identifying the first call center agent being identified based on the information identifying the one or more skills, of the first call center agent, relating to the telephone call-back request;

logic, implemented at least partially in hardware, to determine whether the first call center agent is available;

logic, implemented at least partially in hardware, to identify, a second call center agent, of the plurality of call center agents, located at a second call center of the plurality of different call centers, when the first call center agent is not available,

the second call center agent being different than the first call center agent, and

the second call center being different than the first call center; and

logic, implemented at least partially in hardware, to forward the telephone call-back request to the second call center to cause a communications link to be established between the device associated with the customer and a device associated with the second call center agent, when the first call center agent is not available and the second call center agent is available; and

logic, implemented at least partially in hardware, to forward the telephone call-back request to the first call center to cause the communications link to be established between a device associated with the first call center agent and the device associated with the customer, when the first call center agent is available.

5. The server of claim 4 further comprising:

logic, implemented at least partially in hardware, to cause a second communications link to be established between the device associated with the first call center agent and the web server, when the first call center agent is available,

where the second communications link includes an Internet Protocol (IP) communications link.

6. The server of claim 5 further comprising:

logic, implemented at least partially in hardware, to cause a third communications link to be established between a telephone device associated with the first call center agent and a telephone device associated with the customer, when the first call center agent is available,

where the third communications link includes a telephony link.

7. The server of claim 5 where the logic to cause the second communications link to be established is further to:

cause the second communications link to be established based on the customer requesting the telephone call-back request.

8. The server of claim 4 where the communications link, between the device associated with the customer and the device associated with the second call center agent or between the device associated with the customer and the device associated with the first call center agent, includes a network chat session.

9. A method comprising:

storing, by a server and in a memory, information identifying one or more skills of each call center agent of a plurality of call center agents located at a plurality of different call centers;

receiving, by the server, a telephone call-back request from a device associated with a customer after a first communications link is established between the device associated with the customer and a web server;

identifying, in the memory and using information identifying at least one skill associated with the telephone call-back request of the customer, information identifying a first call center agent, of the plurality of call center agents, located at a first call center of the plurality of different call centers,

the information identifying the first call center agent being identified based on the information identifying the one or more skills of the first call center agent and the telephone call-back request;

determining, by the server, whether the first call center agent is available;

when the first call center agent is not available;

identifying, in the memory and using the information identifying the at least one skill associated with the telephone call-back request, information identifying a second call center agent, of the plurality of call center agents, located at a second call center, of the plurality of different call centers, that is different than the first call center,

the information identifying the second call center agent being identified based on the information identifying the one or more skills of the second call center agent and the telephone call-back request, and

the second call center agent being different than the first call center agent; and

transmitting the telephone call-back request to the second call center to establish a second communications link between the device associated with the customer and a device associated with the second call center agent when the second call center agent is available; and

when the first call center agent is available;

transmitting the telephone call-back request to the first call center to establish the second communications link between the device associated with the customer and a device associated with the first call center agent.

10. The method of claim 9 further comprising:

initiating a third communications link between a telephone device associated with the first call center agent and a telephone device associated with the customer, when the first call center agent is available,

where the third communications link includes a telephony link, and

where the second communications link, between the device associated with the customer and the device associated with the first call center agent or between the device associated with the customer and the device associated with the second call center agent, includes a chat session.

11. A server comprising:

logic, implemented at least partially in hardware, to store, in a memory, information identifying one or more skills of each agent of a plurality of agents located at a plurality of different call centers;

logic, implemented at least partially in hardware, to receive a call-back request from a customer and information identifying at least one skill associated with the call-back request of the customer, after a first communications link between a device associated with the customer and a company web server is established;

logic, implemented at least partially in hardware, to identify, based on the information identifying the at least one skill, information identifying a first agent of the plurality of agents, located at a first call center of the plurality of different call centers, to handle the call-back request,

the information identifying the first agent being identified based on the information identifying the one or more skills of the first agent and the call-back request;

logic, implemented at least partially in hardware, to forward the call-back request to the first call center, when the first agent is available, to cause a second communications link to be established between a device associated with the first agent and the device associated with the customer;

logic, implemented at least partially in hardware, to identify information identifying a second agent, of the plurality of agents, to handle the call-back request, when the first agent is not available, the second agent being located at a second call center of the plurality of different call centers,

the second agent being different than the first agent,

the information identifying the second agent being selected based on the information identifying the one or more skills of the second agent and the call-back request, and

the second call center being different than the first call center; and

logic, implemented at least partially in hardware, to forward the call-back request to the second call center, when the second agent is available and the first agent is not available, to cause a third communications link to be established between a device associated with the second agent and the device associated with the customer.

12. The server of claim 11 where the call-back request includes a call-back time, and

where the second communincation link or the third communications link is established based on the call-back time.

13. The server of claim 11 where the call-back request includes a uniform resource locator (URL) associated with a web page, of the company web server, from which the customer initiated the call-back request,

the server further comprising:

logic, implemented at least partially in hardware, to cause an Internet Protocol (IP) communications link to be established between the device associated with the first agent and the company web server, based on the URL and when the first agent is available.

14. The server of claim 13 where the call-back request further includes a network address associated with a device used by the customer to access the web page,

the server further comprising:

logic, implemented at least partially in hardware, to cause an Internet Protocol (IP) communications link to be established between the device associated with the first agent and the device used by the customer to access the web page, using the network address and when the first agent is available.

15. A method comprising:

storing, by a server and in a memory, information identifying one or more skills of each agent of a plurality of agents located at a plurality of different call centers;

receiving, by a server, a call-back request from a customer, the call-back request including information identifying at least one skill associated with the call-back request of the customer;

identifying, by the server and based on the information identifying the at least one skill information identifying a first agent, of the plurality of agents, located at a first call center of the plurality of different call centers, to handle the call-back request, the information identifying the first agent being identified, in the memory, based on the information identifying the one or more skills of the first agent and the call-back request;

when the first agent is available;

forwarding, by the server, the call-back request to the first call center, the call-back request causing the first call center to establish a communications link between a device of the customer and a device of the first agent; and

when the first agent is not available;

identifying, by the server and in the memory, information identifying a second agent, of the plurality of agent, located at a second call center of the plurality of different call centers, the information identifying the second agent being identified based on the one or more skills of the second agent and the call-back request,

the second agent being different than the first agent, and

the second call center being different that the first call center; and

forwarding, by the server, the call-back request to the second call center, when the second agent is available, to establish a communication link between the device of the customer and a device of the second agent.

16. The method of claim 15 further comprising:

determining, using identification information associated with the first agent and a second memory, whether the first agent is available, the second memory storing information identifying an availability of each agent associated with each of the plurality of call centers.

17. The method of claim 16 further comprising:

receiving, from each the plurality of call centers, information identifying an availability of a respective one of the plurality of agents; and

updating the second memory based on the received information.

18. A method comprising:

storing, by a server and in a memory, information identifying one or more skills of each call center agent of a plurality of call center agents located at a plurality of different call centers;

receiving, by the server, a call request from a customer, after a first communications link is established between a device associated with the customer and a company web server;

identifying, by the server, in the memory and using information identifying at least one skill associated with the call request of the customer, information identifying a first call center agent, of the plurality of call center agents, located at a first call center of the plurality of different call centers,

the information identifying the first call center agent being identified based the information identifying the one or more skills of the first call center agent and the call request;

determining, by the server, whether the first call center agent is available;

when the first call center agent is not available;

identifying, in the memory and using the information identifying the at least one skill associated with the call request of the customer, information identifying a second call center agent, of the plurality of call center agents, located at a second call center of the plurality of different call centers,

the information identifying the second call center agent being identified based on the information identifying the one or more skills of the second call center agent and the call request,

the second call center agent being different than the first call center agent, and

the second call center being different than the first call center; and

forwarding, by the server, the call request to the second call center to establish a second communications link between the device associated with the customer and a device associated with the second call center agent when the second call center agent is available; and

when the first call center agent is available;

forwarding, by the server, the call request to the first call center to establish a second communications link between a device associated with the first call center agent and the device associated with the customer.

19. The method of claim 18 where identifying the first call center agent includes:

identifying, using the identification information of the customer and in the memory, a call center agent, from the plurality of call center agents, with a highest level of a skill, to handle the call request, out of one or more levels of the one or more skills, associated with each of the plurality of call center agents, to handle the call request, and where identifying the second call center agent includes;

identifying, using the identification information of the customer and in the memory, a different call center agent, from the plurality of call center agents, with a second highest level of a skill, to handle the call request, out of the one or more levels.

20. The method of claim 18 where determining whether the first call center agent is available includes:

determining, using identification information associated with the first call center agent and a second memory, whether the first call center agent is available, the second memory storing information identifying an availability of each call center agent of the plurality of call center agents.

21. A method comprising:

storing, by a server and in a memory, information identifying one or more skills of each call center agent of a plurality of call center agents located at a plurality of different call centers;

receiving, by the server a call request from a customer after a first communications link is established between a device associated with the customer and a company web server is established;

identifying, by the server, in the memory and using identification information of the customer relating to at least one skill associated with the customer, information identifying a first call center agent and a second call center agent, of the plurality of call center agents,

the information identifying the first call center agent being identified based on the information identifying the one or more skills of the first call center agent, the first call center agent being located at a first call center of the plurality of different call centers,

the information identifying the second call center agent being identified based the information identifying the one or more skills of the second call center agent,

the second call center agent being located at a second call center, of the plurality of different call centers, that is different than the first call center,

the second call center agent being different than the first call center agent;

determining whether the first call center agent is available;

when the first call center agent is not available;

determining whether the second call center agent is available; and

forwarding the call request to the second call center to establish a second communications link between the device associated with the customer and a device associated with the second call center agent, when the second call center agent is available; and

forwarding the call request to the first call center to establish a second communications link between a device associated with the first call center agent and the device associated with the customer, when the first call center agent is available.

22. The method of claim 21 further comprising:

causing a third communications link to be established between the device associated with the first call center agent and the company web server, when the first call center agent is available,

where at least one of the first communications link or the third communications link includes an Internet Protocol (IP) communications link.

23. The method of claim 21 further comprising:

causing a third communications link to be established between a telephone device associated with the first call center agent and a telephone device associated with the customer, when the first call center agent is available,

where the third communications link includes a telephony link.

24. The method of claim 21 where the second communications link, between the device associated with the customer and the device associated with the first call center agent or between the device associated with the customer and the device associated with the second call center agent, includes a network chat session.