Systems configured to distribute a telephone call, communication systems, communication methods and methods of routing a telephone call to a service representative

• US 6,704,412 B1
• Filed: 09/24/1998
• Issued: 03/09/2004
• Est. Priority Date: 09/24/1998
• Status: Expired due to Fees

• Current Assignee: Battelle Energy Alliance LLC (Battelle Memorial Institute)
• Original Assignee: Bechtel BWXT Idaho, LLC
• Inventors: Johnson, Joel A., Harris, Scott H., Twitchell, Kevin E., Neiswanger, Jeffery R.
• Primary Examiner(s): Hong, Harry S.
• Assistant Examiner(s): ADDY, THJUAN KNOWLIN
• Application Number:
  US09/160,632
• Time in Patent Office: 1,993 Days
• Field of Search: 379/265, 379/211-212, 379/260, 370/276, 370/352
• US Class Current: 379/269
• CPC Class Codes: H04M 2242/22 Automatic class or number identification arrangements
• CPC Class Codes: H04M 3/42042 Notifying the called party of information on the calling party details within substation equipment H04M1/57, signalling details H04Q3/72
• CPC Class Codes: H04M 3/42059 Making use of the calling party identifier
• CPC Class Codes: H04M 3/42102 Making use of the called party identifier
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements
• CPC Class Codes: H04M 3/523 with call distribution or queueing
• CPC Class Codes: H04M 3/5233 Operator skill based call distribution

Abstract

The present invention includes systems configured to distribute a telephone call, communication systems, communication methods and methods of routing a telephone call to a customer service representative. In one embodiment of the invention, a system configured to distribute a telephone call within a network includes a distributor adapted to connect with a telephone system, the distributor being configured to connect a telephone call using the telephone system and output the telephone call and associated data of the telephone call; and a plurality of customer service representative terminals connected with the distributor and a selected customer service representative terminal being configured to receive the telephone call and the associated data, the distributor and the selected customer service representative terminal being configured to synchronize, application of the telephone call and associated data from the distributor to the selected customer service representative terminal.

Claims

1. A system configured to distribute a telephone call within a network, the system comprising:

a distributor adapted to couple with a telephone system, the distributor being configured to connect a telephone call using the telephone system and output the telephone call and associated data of the telephone call;

a plurality of customer service representative terminals connected with the distributor and a selected customer service representative terminal being configured to receive the telephone call and the associated data; and

wherein the distributor is configured to output the telephone call subsequent to outputting the associated data.

2. The system according to claim 1 wherein the distributor is configured to output the telephone call and the associated data to the telephone system.

3. The system according to claim 2 wherein the selected customer service representative terminal is adapted to connect with the telephone system and receive the telephone call and associated data from the telephone system.

4. The system according to claim 1 wherein the distributor is configured to chose the selected customer service representative terminal responsive to the associated data.

5. The system according to claim 1 wherein the associated data is accessed responsive to automatic caller identification information.

6. The system according to claim 1 wherein the associated data is accessed responsive to dialed number identification service information.

7. The system according to claim 1 wherein the distributor is configured to at least one of receive an inbound call and place an outbound call to connect the telephone call.

8. The system according to claim 1 wherein the distributor and some of the customer service representative terminals are implemented within a call center.

9. The system according to claim 1 further comprising plural simultaneous voice and data devices configured to couple the distributor and the customer service representative terminals.

50. The system according to claim 1 wherein the associated data corresponds to an individual placing the telephone call, and the distributor is configured to select the selected customer service terminal responsive to the associated data and corresponding to the individual.

10. A communication system comprising:

a distributor configured to connect a communication, and output the communication and associated data corresponding to the communication;

media configured to connect with the distributor and transport the communication and the associated data;

a plurality of terminals individually configured to connect with the media and receive the communication and the associated data, and wherein the distributor is configured to direct the communication to a selected one of the plural terminals responsive to the associated data; and

wherein the distributor is configured to direct the communication to the terminal responsive to the associated data being received within the terminal.

11. The system according to claim 10 wherein the distributor is configured to select one of the terminals responsive to the associated data.

12. The system according to claim 10 wherein the distributor and the terminal are implemented within a call center.

13. The system according to claim 10 wherein the communication corresponds to a voice communication of an individual.

14. The system according to claim 13 wherein the distributor is configured to determine the associated data responsive to input from the individual.

15. The system according to claim 10 wherein the distributor is configured to determine the associated data responsive to identification data corresponding to the communication.

16. The system according to claim 11 wherein the media comprises a telephone system configured to transport the communication, and a packet switched network configured to transport the associated data using the telephone system.

17. The system according to claim 16 wherein the telephone system comprises a PSTN network.

18. The system according to claim 10 wherein the media is configured to transport the communication and the associated data over a single communication line.

19. The system according to claim 10 wherein the media includes plural simultaneous voice and data devices.

20. A communication system comprising:

a distributor configured to connect a communication and output the communication and associated data corresponding to the communication; and

a terminal connected with the distributor and configured to receive the communication and the associated data, the distributor and terminal being configured to synchronize application of the communication and associated data from the distributor to the terminal.

21. The system according to claim 20 further comprising plural terminals coupled with the distributor.

22. The system according to claim 21 wherein the distributor is configured to direct the communication to a selected one of the plural terminals responsive to the associated data.

23. The system according to claim 20 wherein the distributor is configured to direct the communication to the terminal responsive to the associated data being received within the terminal.

24. The system according to claim 20 wherein the terminal is configured to output an indication signal responsive to receiving the associated data, and the distributor is configured to output the communication responsive to receiving the indication signal.

25. The system according to claim 20 wherein the distributor is configured to determine the associated data.

26. The system according to claim 20 further comprising a telephone system configured to transport the communication intermediate the distributor and the terminal and a packet switched network configured to transport the associated data intermediate the distributor and the terminal.

27. The system according to claim 26 wherein the telephone system comprises a PSTN network.

28. The system according to claim 20 further comprising plural simultaneous voice and data devices configured to couple the distributor and the terminal.

29. The system according to claim 28, wherein the distributor is configured to place an outbound communication to connect the call.

51. The system according to claim 22 wherein the associated data corresponds to an individual placing the telephone call, and the distributor is configured to select the one terminal responsive to the associated data and corresponding to the individual.

30. A system configured to distribute a telephone call, the system comprising:

a plurality of terminals configured to receive a telephone call and associated data corresponding to the telephone call;

a communication server configured to receive the telephone call from an individual and provide associated data regarding the telephone call responsive to one of input from the individual and identification data corresponding to the telephone call, the communication server being configured to select one of the terminals responsive to the associated data and output the associated data and the telephone call to the selected terminal;

the communication server and selected terminal being configured to synchronize the transmission of the associated data and telephone call from the communication server to the selected terminal with the communication server being configured to output the associated data to the selected terminal, the selected terminal being configured to output an indication signal to the communication server responsive to reception of the associated data, the communication server being configured to output the telephone call responsive to reception of the indication signal; and

a simultaneous voice and data device configured to simultaneously transport the telephone call and the associated data via a single communication line intermediate the communication server and the selected terminal.

31. A communication method comprising:

connecting a communication with a distributor;

providing associated data corresponding to the communication;

forwarding the associated data to a terminal;

forwarding the communication to the terminal; and

synchronizing the forwarding the associated data and the forwarding the communication using the distributor and the terminal.

32. The communication method according to claim 31 further comprising distributing the communication to one of a plurality of terminals.

33. The communication method according to claim 32 further comprising selecting the one terminal responsive to the providing the associated data.

34. The communication method according to claim 32 further comprising forwarding the associated data and the communication to another terminal.

35. The communication method according to claim 32 further comprising establishing duplexed communications using the terminal and the distributor.

36. The communication method according to claim 32 wherein the providing comprises receiving associated data with the communication.

37. The communication method according to claim 32 wherein the providing comprises generating associated data responsive to the communication.

38. The communication method according to claim 32 wherein the forwarding the associated data comprises forwarding using a packet switched network.

39. The communication method according to claim 32 wherein the forwarding the communication comprises forwarding using a telephone system.

40. The communication method according to claim 32 wherein the forwardings comprise using a simultaneous voice and data device.

41. The communication method according to claim 32 wherein the connecting comprises one of receiving an inbound communication and connecting an outbound communication.

52. The communication method according to claim 33 wherein the providing associated data comprises providing associated data corresponding to an individual placing the communication, and the selecting comprises selecting responsive to the providing the associated data and corresponding to the individual.

53. The communication method according to claim 31 wherein the synchronizing includes forwarding the communication to the terminal after the forwarding the associated data to the terminal.

54. The communication method according to claim 34 wherein the forwarding the communication is responsive to the reception of the associated data within the terminal.

42. A method of routing a telephone call to a customer service representative comprising:

connecting a telephone call of a caller;

providing associated data identifying the caller;

selecting a customer service representative in response to the identified caller;

opening a communications channel with the selected customer service representative;

transferring the associated data identifying the caller to the customer service representative; and

connecting the caller with the selected customer service representative after the selected customer service representative receives the associated data identifying the caller.

43. The method according to claim 42 wherein the providing the associated data is responsive to automatic number identification information.

44. The method according to claim 42 wherein the providing the associated data is responsive to dialed number identification service information.

45. The method according to claim 42 wherein the connecting comprises establishing duplexed communications.

46. The method according to claim 42 wherein the connecting the caller comprises using a packet switched network.

47. The method according to claim 42 wherein the connecting the caller comprises using a telephone system.

48. The method according to claim 42 wherein the connecting the caller comprises using a simultaneous voice and data device.

49. The method according to claim 42 wherein the connecting the telephone call comprises one of receiving an inbound communication and connecting an outbound communication.