Method by which call centers can vector inbound TTY calls automatically to TTY-enabled resources

• US 7,567,653 B1
• Filed: 03/22/2005
• Issued: 07/28/2009
• Est. Priority Date: 03/22/2005
• Status: Active Grant

• Current Assignee: Avaya Incorporated
• Original Assignee: Avaya Incorporated
• Inventors: Michaelis, Paul Roller
• Primary Examiner(s): Kuntz; Curtis
• Assistant Examiner(s): El-Zoobi; Maria
• Application Number:
  US11/087,290
• Time in Patent Office: 1,589 Days
• Field of Search: 379/52, 379/265.09, 379/219, 455/3.06, 370/352, 370/270
• US Class Current: 379/52
• CPC Class Codes: H04L 67/56 Provisioning of proxy services store-and-forward switching systems in data switching networks H04L12/54
• CPC Class Codes: H04L 67/565 Conversion or adaptation of application format or content adding application control or application functional data H04L67/561
• CPC Class Codes: H04M 3/42391 where the subscribers are hearing-impaired persons, e.g. telephone devices for the deaf
• CPC Class Codes: H04M 3/5235 Dependent on call type or called number [DNIS]

Abstract

The present invention is directed to a contact processing system that includes:

• • (a) a gateway operable to receive an incoming contact and transmit at least one TTY character to the contactor; and
  • (b) a TTY contact identifier operable to (i) determine whether a TTY response is received within a selected time from the contactor, wherein steps (b) and (c) are performed before the contact is routed to a contact center resource; (ii) when a TTY response is received within the selected time, rout the contact to a TTY-enabled contact center resource; and (iii) when no TTY response is received within the selected time, process the contact as a non-TTY-enabled contact.

Claims

1. A contact processing method, comprising:

(a) receiving at a contact server, an incoming contact from a communication device of a contactor;

(b) in response to step (a), transmitting, by a gateway, at least one TTY character to the contactor'"'"'s communication device;

(c) determining, by the server whether a TTY response from the contactor'"'"'s communication device is received by the gateway within a selected time, wherein steps (b) and (c) are performed before the contact is routed to a contact center resource; and

(d) applying, by the server, the following rules;

(D1) when a TTY response is received within the selected time, routing, by the server, the contact to a TTY-enabled contact center resource; and

(D2) when no TTY response is received within the selected time, processing, by the server, the contact as a non-TTY-enabled contact and routing the contact to the contact center resource.

2. The method of claim 1, wherein step (b) is performed prior to transmission of an audio signal to the contactor and wherein rule (D1) is performed.

3. The method of claim 2, wherein the transmitted at least one TTY character is the initial set of signals transmitted by a contact center to the contactor and wherein the server determines that a TTY response is received within the selected time and the contact is routed to the TTY-enabled contact center resources.

4. The method of claim 1, wherein the determining step comprises:

monitoring operation of an encoder/decoder in the contact center to determine whether a set of received signals is from a TTY device.

5. The method of claim 4, wherein the encoder/decoder receives TTY tones and converts the received TTY tones into packets for transmission over a packet switched network in the contact center and wherein the monitoring step comprises:

analyzing at least one of a packet header and packet payload associated with the set of received signals to determine whether the set of received signals is from a TTY device.

6. The method of claim 1, wherein the at least one TTY character comprises at least two but no more than five TTY characters and wherein the determining step comprises:

determining a geographic region of the contactor based on the characteristics of the tones in the TTY response.

7. A computer readable medium comprising computer readable and executable instructions that, when executed, perform the steps of claim 1.

17. The method of claim 5, wherein the at least one of a packet header and packet payload is packet type, wherein packet payload type is associated with non-audio output of the encoder/decoder, and wherein packet payload type is analyzed by examining the packet payload for compliance with a selected TTY protocol.

18. The method of claim 5, wherein the at least one of a packet header and packet payload is packet header, wherein the packet header is analyzed for a protocol identifier associated with a TTY protocol.

19. The method of claim 5, further comprising:

when a TTY response is received, determining whether the TTY response is part of an existing contact previously routed to a TTY-equipped agent; and

when the TTY response is not part of an existing, previously routed contact, forwarding the contact to a TTY-equipped agent.

20. The method of claim 1, wherein the at least one TTY character comprises multiple sets of TTY tones of differing durations.

8. A contact processing system comprising:

gateway means for receiving an incoming contact from a contactor communication device and transmitting at least one TTY character to the contactor'"'"'s communication device; and

contact center means for (i) determining whether a TTY response from the contactor'"'"'s communication device is received by the gateway means within a selected time, wherein function (i) is performed before the contact is routed to a contact center resources;

(ii) when a TTY response is received within a selected time, routing the contact to a TTY-enabled contact center resource; and

(iii) when no TTY response is received within the selected time, processing the contact as a non-TTY-enabled contact.

9. The system of claim 8, wherein function (i) is performed to transmission of an audio signal to the contactor, wherein the TTY response is received within the selected time and the contact is routed to a TTY-enabled contact center resource, and wherein the transmitted at least one TTY character is the initial set of signals transmitted by the contact center to the contactor.

10. The system of claim 8, wherein the determining function comprises:

monitoring an operation of an encoder/decoder in the contact center to determine whether a set of received signals is from a TTY device, wherein the encoder/decoder receives TTY tones and converts the received TTY tones into packets for transmission over a packet switched network in the contact center and wherein the monitoring function comprises;

analyzing at least one of a packet header and packet payload associated with the set of received signals to determine whether the set of received signals is from a TTY device.

11. A contact processing system, comprising:

a contact center gateway operable to receive an incoming contact from a communication device of a contactor and transmit at least one TTY character to the contactor'"'"'s communication device; and

a TTY contact identifier operable to (i) determine whether a TTY response from the contactor'"'"'s communication device is received by the gateway within a selected time, wherein operation (i) is performed before the contact is routed to a contact center resource;

(ii) when a TTY response is received within the selected time, route the contact to a TTY-enabled contact center resource; and

(iii) when no TTY response is received within the selected time, process the contact as a non-TTY-enabled contact.

12. The system of claim 11, wherein operation (i) is performed prior to transmission of an audio signal to the contactor and wherein a TTY response is received within the selected time and the contact is routed to a TTY-enabled contact center resource.

13. The system of claim 12, wherein the transmitted at least one TTY character is the initial set of signals transmitted by the contact center to the contactor and wherein a TTY response is received within the selected time and the contact is routed to a TTY-enabled contact center resource.

14. The system of claim 11, wherein the determining operation comprises:

monitoring operation of an encoder/decoder in the contact center to determine whether a set of received signals is from a TTY device.

15. The system of claim 14, wherein the encoder/decoder receives TTY tones and converts the received TTY tones into packets for transmission over a packet switched network in the contact center and wherein the monitoring operation comprises:

analyzing at least one of a packet header and packet payload associated with the set of received signals to determine whether the set of received signals is from a TTY device.

16. The system of claim 11, wherein the at least one TTY character comprises at least two but no more than about five TTY characters and wherein the determining operation comprises:

determining a geographic region of the contactor based on the characteristics of the tones in the TTY response.