Method and apparatus for controlling a contact center

• US 6,766,011 B1
• Filed: 06/16/2000
• Issued: 07/20/2004
• Est. Priority Date: 06/16/2000
• Status: Expired due to Term

• Current Assignee: Alvaria Incorporated
• Original Assignee: Concerto Software Incorporated (Alvaria Incorporated)
• Inventors: Fromm, Laurence J.
• Primary Examiner(s): AL AUBAIDI, RASHA S
• Application Number:
  US09/595,697
• Time in Patent Office: 1,495 Days
• Field of Search: 379/265.01, 379/201, 379/93.01
• US Class Current: 379/265.01
• CPC Class Codes: H04M 2203/6018 Subscriber or terminal logon/logoff
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements

Abstract

A switching apparatus for a contact center is integrated into a legacy contact center including a PBX. The switching capacity of both of the PBX and the switch are utilized efficiently by handing off controller specific desktop agents between the central processor and the PBX.

Claims

1. Apparatus for controlling a plurality of agent stations in a contact center, said apparatus comprising:

a switch, for running contact center applications software and for controlling agent stations and facilitating switching between agent stations and customers or other agent stations;

a Private Branch Exchange (PBX) for controlling agent stations and for facilitation switching between said agent stations and said customers or other agent stations;

wherein the switch and the PBX are mutually exclusive with respect to controlling agent stations such that each of the agent stations is controlled by either the switch or the PBX at any given time; and

control means for determining whether a particular agent station should be controlled by said PBX or said switch, and for allocating said control.

2. The apparatus of claim 1 wherein said control means is contained within said switch.

3. The apparatus of claim 1 wherein said control means relies at least in part on a message sent from a particular agent in order to determine whether said particular agent should be controlled by either the PBX or the switch.

4. The apparatus of claim 3 wherein said control means maintains a table indicative of which of said agent stations are presently being controlled by said switch, and which are being controlled by said PBX.

5. The apparatus of claim 1 wherein said control means allocates control to said PBX for some duration and then allocates control to said switch for some duration.

6. The apparatus of claim 1 wherein said allocation is dynamic, said control being changed repeatedly from said PBX to said switch during operation.

7. The switch of claim 1 wherein said control means dynamically varies, during system operation, which agents are controlled by said PBX.

8. Apparatus for implementing a contact center comprising:

a PBX, for switching contacts within said contact center, and for controlling agent stations;

a switch, for switching contacts within said contact center, and for controlling agent stations;

wherein the switch and the PBX are mutually exclusive with respect to controlling agent stations such that each of the agent stations is controlled by either the switch or the PBX at any given time; and

a central processor, said central processor comprising means for controlling whether said switch or said PBX is responsible for controlling and switching said contacts within said contact center to and from any particular agent.

9. The apparatus of claim 8 wherein said switch further comprises means for running software contact center applications, said applications being implemented in contacts controlled by said PBX as well as in contacts controlled by said switch.

10. The apparatus of claim 8 wherein said means for controlling comprises apparatus for temporarily changing a particular agent contacts from being controlled by said PBX to being controlled by said switch for the purpose of a single contact or portion thereof.

11. Apparatus of claim 9 wherein said means for controlling comprises apparatus for temporarily changing a particular agent contacts from being controlled by said switch to being controlled by said PBX for the purpose of a single call.

12. A method of switching contacts through a contact center to an agent comprising:

determining, for a particular agent, which of either a PBX or other switch should control the particular agent, wherein the PBX and the switch are mutually exclusive with respect to controlling the particular agent such that each of the agent is controlled by either the switch or the PBX at any given time; and

after said determination, switching said contact through to said agent via either the PBX or the switch, as said determining step requires.