Method and apparatus enabling voice-based management of state and interaction of a remote knowledge worker in a contact center environment

• US 20040019638A1
• Filed: 04/02/2003
• Published: 01/29/2004
• Est. Priority Date: 09/11/1998
• Status: Active Grant

• Current Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Original Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Inventors: Anisimov, Nikolay, Makagon, Petr, Ryabchun, Andriy
• Granted Patent: US 7,222,301 B2
• Time in Patent Office: Days
• US Class Current: 709/204
• CPC Class Codes: G06Q 10/06 Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
• CPC Class Codes: G06Q 10/10 Office automation; Time management
• CPC Class Codes: H04L 65/1043 Gateway controllers, e.g. media gateway control protocol [MGCP] controllers
• CPC Class Codes: H04L 65/1069 Session establishment or de-establishment
• CPC Class Codes: H04L 65/1101 Session protocols
• 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 67/04 specially adapted for terminals or networks with limited capabilities; specially adapted for terminal portability
• CPC Class Codes: H04L 69/08 Protocols for interworking; Protocol conversion
• CPC Class Codes: H04L 69/085 specially adapted for interworking of IP-based networks with other networks
• 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 2201/40 using speech recognition speech recognition per se G10L15/00
• CPC Class Codes: H04M 2201/60 Medium conversion
• CPC Class Codes: H04M 2203/6018 Subscriber or terminal logon/logoff
• CPC Class Codes: H04M 2207/18 wireless networks
• CPC Class Codes: H04M 3/36 Statistical metering, e.g. recording occasions when traffic exceeds capacity of trunks
• CPC Class Codes: H04M 3/42221 Conversation recording systems at the subscriber's set H04M1/656
• CPC Class Codes: H04M 3/42323 PBX's with CTI arrangements
• CPC Class Codes: H04M 3/4938 comprising a voice browser which renders and interprets, e.g. VoiceXML
• CPC Class Codes: H04M 3/5125 with remote located operators
• CPC Class Codes: H04M 3/5166 : in combination with interactive voice response systems or voice portals, e.g. as front-ends
• CPC Class Codes: H04M 3/5175 : Call or contact centers supervision arrangements
• CPC Class Codes: H04M 3/5191 : interacting with the Internet
• CPC Class Codes: H04M 3/523 : with call distribution or queueing
• CPC Class Codes: H04M 3/5237 : Interconnection arrangements between ACD systems
• CPC Class Codes: H04M 3/58 : Arrangements for transferring received calls from one subscriber to another; Arrangements affording interim conversations between either the calling or the called party and a third party substation line holding circuits H04M1/80

Abstract

A network system for enabling voice interaction between communications-center applications and human agents remote from the center has a primary server connected to the network the server controlling at least one routing point used by the center, a secondary server connected to the network the secondary server for generating and serving voice extensible markup language, a voice gateway associated with the secondary server, the gateway for executing voice extensible markup language and recognizing speech input, and a software platform based in the primary server and distributed in part as a server application to the secondary server, the software suite functioning as a data transformation interface between the center applications and the gateway. In a preferred use agents and applications communicate bi-directionally using VXML.

Claims

1. A network system for enabling voice interaction between communications-center applications and human agents remote from the center comprising:

a primary server connected to the network the server controlling at least one routing point used by the center;

a secondary server connected to the network the secondary server for generating and serving voice extensible markup language;

a voice gateway associated with the secondary server, the gateway for executing voice extensible markup language and recognizing speech input; and

a software platform based in the primary server and distributed in part as a server application to the secondary server, the software suite functioning as a data transformation interface between the center applications and the gateway;

characterized in that the remote agents report state information over the network to the center using speech, the speech recognized and text rendered at the gateway, the text transformed to one or more formats understood by the primary server and certain ones of the center applications and, wherein data sourced from center applications destined to remote agents is provided and incorporated to one or more VXML scripts at the secondary server, the scripts executed by the gateway, the gateway connecting to voice-capable devices used by the remote agents over the network, the scripts played as synthesized voice media.

2. The system of claim 1 wherein the network includes at least one of a wired telephony network, a wireless communications network and a wide area network all bridged for seamless communication.

3. The system of claim 1 wherein the network includes the Internet network, the public switched telephone network, and a wireless digital network.

4. The system of claim 1 wherein the communications center applications include computer telephony integration compatible applications.

5. The system of claim 1 wherein the at least one routing point is a private branch exchange telephony switch.

6. The system of claim 1 wherein the secondary server is a Web server and the distributed part of the software suite is a Web-based application.

7. The system of claim 1 wherein the gateway contains an interpreter application that controls automated speech recognition software and text to speech software.

8. The system of claim 1 wherein the voice-capable devices are COST telephones.

9. The system of claim 8 wherein the telephones are cellular telephones.

10. The system of claim 1 wherein the voice-capable devices are one of an IP telephone, a personal digital assistant, or a computer telephony application.

11. The system of claim 1 wherein the server application uses XML-Style-Sheet-Language-Transformation for transforming VXML to XML-based languages.

12. The system of claim 1 wherein the data sourced from center applications includes center-archived data and data related to active telephony events.

13. The system of claim 1 wherein the VXML scripts are generated from VXML templates during active interaction and executed immediately thereafter in event routing scenarios.

14. A method for receiving at a communications center routing point state information, the information reported vocally from a non-CTI-enabled agent telephone remote from the center and routing a subsequent telephony event and optionally, event-related data, from the routing point to the remote agent'"'"'s telephone based on at least the reported state information and optional caller interaction comprising steps of:

(a) connecting to and interacting with a predetermined telephone number dialed from the agent telephone, the number registered to a gateway application, the interaction therewith comprising at minimum prompted vocalization of the agent state reported thereto;

(b) recognizing at the gateway the vocalization of state information and populating one or more data fields of a VXML script with a text version of the state information reported;

(c) transforming the language of the script to one or more languages understood at the routing point rendering the information available to the routing point;

(d) receiving an incoming event destined for the remote agent at the routing point and optionally, interacting with the caller from the routing point to obtain event related data;

(e) routing the event to the agent telephone, simultaneously making the event related data available to a VXML-enabled server;

(f) transforming the event related data to a form useable in one or more data fields of a VXML script; and

(g) establishing a telephone connection to the remote agent, executing the script once connected.

15. The method of claim 14 wherein in step (a) the gateway application is VXML-enabled.

16. The method of claim 14 wherein in step (a) the agent telephone is a cellular telephone and the connection method is wireless.

17. The method of claim 14 wherein in step (a) the agent telephone is a plain old telephony service (POTS) telephone and the connection is made through normal public-switched-telephone channels.

18. The method of claim 14 wherein in step (a) the gateway application is associated with a VXML-enabled Web server.

19. The method of claim 14 wherein in step (b) the gateway uses automated speech recognition to interpret vocalized state information.

20. The method of claim 18 wherein in step (b) the VXML script is generated by the Web server.

21. The method of claim 14 wherein in step (c) language transformation includes use of XSLT and is performed by a Web server application.

22. The method of claim 14 wherein in step (c) a Web server serves the data to a server controlling the routing point the server hosting an application for implementing any required configurations or notifications to other applications.

23. The method of claim 14 wherein in step (c) the information is XML-based.

24. The method of claim 14 wherein in step (d) interaction with the caller is performed using interactive voice response technology.

25. The method of claim 14 wherein in step (d) event related data is supplemented with archived data.

26. The method of claim 14 wherein in step (e) the event related data is uploaded as XML data to the server.

27. The method of claim 14 wherein in step (e) the VXML-enabled server is a Web server.

28. The method of claim 14 wherein in step (f) the transformation of data is performed using XSLT by a Web application.

29. The method of claim 14 wherein in step (g) the telephone connection is established and script execution is performed by a VXML-enabled gateway.

30. The method of claim 14 wherein in step (g) executing the script results in voice synthesis of the populated dialogue fields of the script played over the telephone connection.

31. The method of claim 14 wherein in step (g) the telephone is not the same telephone used to pick-up the related call routed in association with the event related data.

32. The method of claim 14 wherein in step (g) the agent is already connected to the caller and places the caller on hold to receive the event related data on the same telephone.

33. In a VXML-based telephone communication system, a method for alerting a remote service agent to activate a networked workstation that is currently offline to receive an automated data update or service configuration comprising steps of:

(a) providing a text rendering comprising the alert to a VXML-enabled server;

(b) transforming the text rendering to a form useable in a VXML script; and

(c) establishing a telephone connection with the agent and executing the script once connected.

34. The method of claim 33 wherein in step (a) the text alert is a request from a communications application, the request tied to an activity threshold detected by the application.

35. The method of claim 34 wherein in step (a) the application is a load balancing application and the activity threshold quantifies a current call load.

36. The method of claim 33 wherein in step (a) the server is a Web server the alert uploaded thereto from a contact center.

37. The method of claim 33 wherein in step (a) the alert is rendered in the form of XML.

38. The method of claim 33 wherein in step (b) transformation includes use of XSLT and is performed by a Web server application.

39. The method of claim 33 wherein in step (b) a VXML script is generated containing the alert.

40. The method of claim 33 wherein in step (c) wherein the connection is established by a VXML-enabled gateway associated with the server.

41. The method of claim 33 wherein in step (c) the connection is established to a cellular telephone through a wireless network.

42. The method of claim 33 wherein in step (c) the connection is established to a plain old telephony service (POTS) telephone and the connection is made through normal public-switched-telephone channels.

43. The method of claim 33 wherein in step (c) the telephone connection is established and script execution is performed by a VXML-enabled gateway.

44. The method of claim 43 wherein in step (c) executing the script results in voice synthesis of the populated dialogue fields of the script played over the telephone connection.

45. The method of claim 43 wherein in step (c) script execution involves text-to-speech technology.