Call features for automatic call distribution system

• US 7,885,400 B2
• Filed: 07/10/2007
• Issued: 02/08/2011
• Est. Priority Date: 12/27/1999
• Status: Expired due to Fees

• Current Assignee: RPX Clearinghouse LLC (RPX Corporation)
• Original Assignee: Mortel Networks Limited
• Inventors: Lee, Michael C. G.
• Primary Examiner(s): Nguyen, Quynh H
• Application Number:
  US11/827,142
• Publication Number:
  US 20080089508A1
• Time in Patent Office: 1,309 Days
• Field of Search: 379/265.01, 379/265.02, 379/265.06, 379/265.07, 379/265.08, 379/265.09, 379/265.11, 379/266.01
• US Class Current: 379/265.01
• CPC Class Codes: H04M 2203/2011 Service processing based on information specified by a party before or during a call, e.g. information, tone or routing selection
• CPC Class Codes: H04M 3/4285 Notifying, informing or entertaining a held party while on hold, e.g. Music On Hold
• 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 3/5191 interacting with the Internet
• CPC Class Codes: H04M 3/523 with call distribution or queueing

Abstract

Call features for an Automatic Call Distribution (ACD) system implemented within a packet-based telephone environment are disclosed. Within a packet-based network, data messages are transferred between the ACD system and customer telephone stations while the customer waits for an attendant to become available. These data messages allow the customer to be informed of his/her current status within the priority order and further allows the customer to initiate a number of customer oriented operations. These operations include selecting music to listen to while waiting, requesting to be alerted when an attendant becomes available, and initiating a browser session for accessing data information. Overall, the status reports in combination with the initiating of one or more of the customer oriented operations can make the time spent waiting for an attendant a more productive and pleasant experience for the customer.

Claims

1. An Automatic Call Distribution (ACD) controller arranged to be coupled through at least one packet-based network to a plurality of remote telephone stations and one or more attendant telephone stations, the ACD controller comprising:

call reception logic that controls the establishment of telephone sessions between the remote telephone stations and the one or more attendant telephone stations;

wherein the call reception logic operates to;

receive one or more data packets including call initiation signals from a particular one of the remote telephone stations,

monitor if an attendant availability parameter is met;

if the attendant availability parameter is not met, to send at least one data information message within one or more data packets to the particular remote telephone station via the at least one packet-based network; and

, if the attendant availability parameter is met, to establish an audio channel between the particular remote telephone station and a particular one of the attendant telephone stations, wherein the data information message comprises an alert request option,

monitor for receipt of one or more data packets including an alert request activation message from the particular remote telephone station in response to the alert request option; and

, if the call reception logic receives the alert request activation message from the particular remote telephone station, to send an alert message within one or more data packets to the particular remote telephone station when the attendant availability parameter is met, and

send an alert mode message within one or more data packets to the particular remote telephone station if the call reception logic receives the alert request activation message from the particular remote telephone station, the alert mode message enabling an alert mode icon to be displayed on the display of the particular remote telephone station, wherein the alert mode icon indicates to a user the remote telephone station is in alert mode and can proceed with normal operations.

2. An ACD controller in accordance with claim 1, wherein the call reception logic further operates to periodically determine a waiting parameter prior to the attendant availability parameter being met and to periodically send a data information message within one or more data packets comprising the waiting parameter to the particular remote telephone station.

3. An ACD controller in accordance with claim 1, wherein the alert message comprises a ring request for the particular remote telephone station.

4. An ACD controller in accordance with claim 3, wherein the ring request comprises a volume request to ensure a ring volume selection corresponding to the particular remote telephone station is at a sufficiently high level.

5. An ACD controller in accordance with claim 1, wherein the alert message comprises an email message being sent to an email account corresponding to the particular remote telephone station.

6. An ACD controller in accordance with claim 1, wherein the alert request option comprises a text string to be displayed on a display screen associated with the particular remote telephone station, the text string indicating to a user of the particular remote telephone station how to send an alert request activation message to the call reception logic.

7. An ACD controller in accordance with claim 1, wherein the call reception logic further operates to query the capabilities of the particular remote telephone station prior to sending the data information message, a format for the data information message being determined based upon the capabilities of the particular remote telephone station.

8. An ACD controller in accordance with claim 1, wherein the call reception logic further operates to send control signals within one or more data packets to the particular remote telephone station indicating the ACD controller will control a user interface comprising a display screen within the particular remote telephone station.

9. An ACD controller in accordance with claim 8, wherein the user interface of the particular remote station further comprises softkeys.

10. An ACD controller in accordance with claim 8, wherein the at least one packet-based network is an Internet Protocol (IP) network and the data information message is transmitted within an IP packet.

11. An ACD controller in accordance with claim 1, wherein the call reception logic further operates to:

when the alert request activation signal is received, storing a directory number corresponding to the remote telephone station;

disconnecting the particular remote telephone station from the ACD controller;

monitoring for an attendant ready signal from the ACD controller; and

, if the attendant ready signal is received, initiating a telephone session with the particular remote telephone station using the stored directory number in order to connect the particular remote telephone station and a one of the attendant telephone stations.

12. An Automatic Call Distribution (ACD) center comprising:

one or more attendant telephone stations;

an ACD controller arranged to be coupled through at least one packet-based network to a plurality of remote telephone stations and the one or more attendant telephone stations, the ACD controller comprising call reception logic that controls the establishment of telephone sessions between the remote telephone stations and the attendant telephone stations,

wherein the call reception logic operates to;

receive one or more data packets including call initiation signals from a particular one of the remote telephone stations,

monitor if an attendant availability parameter is met;

if the attendant availability parameter is not met, to send at least one data information message within one or more data packets to the particular remote telephone station via the at least one packet-based network; and

, if the attendant availability parameter is met, to establish an audio channel between the particular remote telephone station and a particular one of the attendant telephone stations, wherein the data information message comprises an alert request option,

monitor for receipt of one or more data packets including an alert request activation message from the particular remote telephone station in response to the alert request option; and

, if the call reception logic receives the alert request activation message from the particular remote telephone station, to send an alert message within one or more data packets to the particular remote telephone station when the attendant availability parameter is met, and

send an alert mode message within one or more data packets to the particular remote telephone station if the call reception logic receives the alert request activation message from the particular remote telephone station, the alert mode message enabling an alert mode icon to be displayed on the display of the particular remote telephone station, wherein the alert mode icon indicates to a user the remote telephone station is in alert mode and can proceed with normal operations.

13. An ACD system in accordance with claim 12, wherein the alert message comprises a ring request for the particular remote telephone station.

14. An ACD system in accordance with claim 13, wherein the ring request comprises a volume request to ensure a ring volume selection corresponding to the particular remote telephone station is at a sufficiently high level.

15. An ACD system in accordance with claim 12, wherein the call reception logic further operates to:

when the alert request activation signal is received, storing a directory number corresponding to the remote telephone station;

disconnecting the particular remote telephone station from the ACD controller;

monitoring for an attendant ready signal from the ACD controller; and

, if the attendant ready signal is received, initiating a telephone session with the particular remote telephone station using the stored directory number in order to connect the particular remote telephone station and a one of the attendant telephone stations.

16. A method of operating an Automatic Call Distribution (ACD) controller arranged to be coupled through at least one packet-based network to a plurality of remote telephone stations and one or more attendant telephone stations, the method comprising:

controlling establishment of telephone sessions between the remote telephone stations and the one or more attendant telephone stations by;

receiving one or more data packets including call initiation signals from a particular one of the remote telephone stations;

monitoring if an attendant availability parameter is met;

if the attendant availability parameter is not met, sending at least one data information message within one or more data packets to the particular remote telephone station via the at least one packet-based network; and

, if the attendant availability parameter is met, establishing an audio channel between the particular remote telephone station and a particular one of the attendant telephone stations, wherein the data information message comprises an alert request option;

monitoring for receipt of one or more data packets including an alert request activation message from the particular remote telephone station in response to the alert request option; and

, if the call reception logic receives the alert request activation message from the particular remote telephone station, sending an alert message within one or more data packets to the particular remote telephone station when the attendant availability parameter is met; and

sending an alert mode message within one or more data packets to the particular remote telephone station if the call reception logic receives the alert request activation message from the particular remote telephone station, the alert mode message enabling an alert mode icon to be displayed on the display of the particular remote telephone station, wherein the alert mode icon indicates to a user the remote telephone station is in alert mode and can proceed with normal operations.