Auto-detection of environment for mobile agent

• US 9,031,205 B2
• Filed: 09/12/2013
• Issued: 05/12/2015
• Est. Priority Date: 09/12/2013
• Status: Active Grant

• Current Assignee: Avaya Incorporated
• Original Assignee: Avaya Incorporated
• Inventors: Thomson, Rodney A., Reynolds, Brian J.
• Primary Examiner(s): TIEU, BINH KIEN
• Application Number:
  US14/025,674
• Publication Number:
  US 20150071415A1
• Time in Patent Office: 607 Days
• Field of Search: 379/1.01, 379/8, 379/22.08, 379/32.01, 379/100.05, 379/102.01, 379/106.01, 379/265.01, 379/265.03, 379/265.04, 379/265.06, 379/266.09, 379/373.01, 379/376.01
• US Class Current: 379/8
• CPC Class Codes: H04M 3/18 with means for reducing interference or noise; with means for reducing effects due to line faults with means for protecting lines
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements

Abstract

An automatic ambient environmental detection and lockout system that recognizes unacceptable background noise for agents and a method that requires agents and/or supervisors to take corrective action on detected noise issues prior to work assignment facilitates an effective and efficient environment appropriate for agents to handle contact center work.

Claims

1. A method, comprising:

analyzing an environment surrounding a potential participant to a first call;

determining whether the environment surrounding the potential participant comprises noise that violates a noise threshold set for calls involving the potential participant;

limiting the potential participant'"'"'s ability to participate in a future call unless and until the environment surrounding the potential participant complies with the noise threshold;

determining that the first call has completed;

in response to determining that the first call has completed, re-analyzing the environment surrounding the potential participant; and

re-determining whether the environment surrounding the potential participant comprises noise that violates the noise threshold set for calls involving the potential participant.

2. The method of claim 1, wherein the first call comprises a voice call.

3. The method of claim 1, further comprising:

providing the potential participant with an opportunity to adjust the environment surrounding the potential participant; and

after the opportunity to adjust the environment surrounding the potential participant has been provided to the potential participant, re-determining whether the environment surrounding the potential participant comprises noise that violates the noise threshold.

4. The method of claim 1, wherein the determining step comprises opening a communication channel with the potential participant and monitoring the communication channel for ambient noise.

5. The method of claim 1, further comprising:

generating a message that describes results of the determining step; and

providing the message to the potential participant.

6. The method of claim 1, wherein the potential participant corresponds to a contact center agent that works remotely and the environment surrounding the contact center agent is outside a premises of the contact center.

7. The method of claim 1, wherein the first call comprises a video call.

8. The method of claim 1, further comprising:

generating a message that describes results of the determining step; and

providing the message to a supervisor of the potential participant.

9. A non-transitory computer-readable medium comprising processor-executable instructions, that when read by a processor the instructions cause the processor to perform:

analyzing an environment surrounding a potential participant to a call;

determining whether the environment surrounding the potential participant comprises noise that violates a noise threshold set for calls involving the potential participant;

limiting the potential participant'"'"'s ability to participate in a future call unless and until the environment surrounding the potential participant complies with the noise threshold;

allowing the potential participant to engage in a first call;

determining that the first call has completed;

in response to determining that the first call has completed, re-analyzing the environment surrounding the potential participant; and

re-determining whether the environment surrounding the potential participant comprises noise that violates the noise threshold set for calls involving the potential participant.

10. The computer-readable medium of claim 9, wherein the first call comprises a voice call, the instruction causing the processor to further perform:

providing the potential participant with an opportunity to adjust the environment surrounding the potential participant; and

after the opportunity to adjust the environment surrounding the potential participant has been provided to the potential participant, re-determining whether the environment surrounding the potential participant comprises noise that violates the noise threshold.

11. The computer-readable medium of claim 9, wherein the determining step comprises opening a communication channel with the potential participant and monitoring the communication channel for ambient noise, the instruction causing the processor to further perform:

locking the potential participant out of a contact center environment until the environment surrounding the potential participant complies with the noise threshold;

generating a message that describes results of the determining step; and

providing the message to the potential participant.

12. The computer-readable medium of claim 9, wherein the potential participant corresponds to a contact center agent that works remotely and the environment surrounding the contact center agent is outside a premises of the contact center.

13. The computer-readable medium of claim 9, wherein the first call comprises a video call, the instruction causing the processor to further perform:

providing the potential participant with an opportunity to adjust the environment surrounding the potential participant; and

after the opportunity to adjust the environment surrounding the potential participant has been provided to the potential participant, re-determining whether the environment surrounding the potential participant comprises noise that violates the noise threshold.

14. The computer-readable medium of claim 9, wherein the determining step comprises opening a communication channel with the potential participant and monitoring the communication channel for ambient noise, the instruction causing the processor to further perform:

locking the potential participant out of a contact center environment until the environment surrounding the potential participant complies with the noise threshold;

generating a message that describes results of the determining step; and

providing the message to a supervisor of the potential participant.

15. A communication system, comprising:

an environmental correction module configured to analyze an environment surrounding a potential participant to a call and perform the following operations;

determine, whether the environment surrounding the potential participant comprises noise that violates a noise threshold set for calls involving the potential participant; and

limit the potential participant'"'"'s ability to participate in a future call unless and until the environment surrounding the potential participant complies with the noise threshold;

an environmental correction module configured to perform the following operations;

allow the potential participant to engage in a first call;

determine that the first call has completed;

in response to determining that the first call has completed, re-analyze the environment surrounding the potential participant; and

re-determine whether the environment surrounding the potential participant comprises noise that violates the noise threshold set for calls involving the potential participant.

16. The system of claim 15, wherein the first call comprises a voice call.

17. The system of claim 15, further comprising:

an environmental correction module configured to perform the following operations;

provide the potential participant with an opportunity to adjust the environment surrounding the potential participant; and

after the opportunity to adjust the environment surrounding the potential participant has been provided to the potential participant, re-determine whether the environment surrounding the potential participant comprises noise that violates the noise threshold.

18. The system of claim 15, wherein the environmental correction module configured to perform the determining step opens a communication channel with the potential participant and monitors the communication channel for ambient noise.

19. The system of claim 15, further comprising:

an environmental correction module configured to perform the following operations;

generate a message that describes results of the determining step; and

provide the message to at least one of the potential participant and a supervisor of the potential participant.

20. The system of claim 15, wherein the first call comprises a video call.