Skills based routing in a standards based contact center using a presence server and expertise specific watchers

• US 9,055,150 B2
• Filed: 03/01/2007
• Issued: 06/09/2015
• Est. Priority Date: 02/28/2007
• Status: Active Grant

• Current Assignee: International Business Machines Corporation
• Original Assignee: International Business Machines Corporation
• Inventors: Mandalia, Baiju D., Moore, Victor S., Nusbickel, Wendi L.
• Primary Examiner(s): Matar, Ahmad F
• Assistant Examiner(s): Pope, Kharye
• Application Number:
  US11/680,839
• Publication Number:
  US 20080205628A1
• Time in Patent Office: 3,022 Days
• Field of Search: 370/401, 370/352, 370/260, 370/356, 370/353, 370/354, 370/355, 370/357, 709/227, 379/114.01, 379/265, 379/266, 379/272, 379/273, 379/221.01, 379/221.06, 379/221.14
• US Class Current: 1/1
• CPC Class Codes: H04L 65/40 Support for services or applications
• CPC Class Codes: H04L 67/54 Presence management, e.g. monitoring or registration for receipt of user log-on information, or the connection status of the users
• CPC Class Codes: H04M 2203/6009 Personal information, e.g. profiles or personal directories being only provided to authorised persons
• CPC Class Codes: H04M 3/42102 Making use of the called party identifier
• CPC Class Codes: H04M 3/42365 Presence services providing information on the willingness to communicate or the ability to communicate in terms of media capability or network connectivity
• CPC Class Codes: H04M 3/42374 where the information is provided to a monitoring entity such as a potential calling party or a call processing server
• CPC Class Codes: H04M 3/51 Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing
• CPC Class Codes: H04M 3/5191 interacting with the Internet
• CPC Class Codes: H04M 3/5233 Operator skill based call distribution
• CPC Class Codes: H04M 7/006 Networks other than PSTN/ISDN providing telephone service, e.g. Voice over Internet Protocol (VoIP) , including next generation networks with a packet-switched transport layer H04L65/00 takes precedence; aspects not specific to the type of network H04M3/00; special services in those networks H04M3/42

Abstract

The present invention discloses a presence management system for a contact center including a presence server, a data store, and one or more watchers. The presence server can accept, manage, and distribute presence information using Session Initiation Protocol (SIP) based messages in conformance with an open standard, such as an Internet Engineering Task Force (IETF) based standard. The data store can be communicatively linked to the presence server and can be configured to store the presence information. The stored presence information can include presence information for multiple contact center agents, wherein for each agent the stored presence information includes an element for expertise of the associated agent. The watchers can subscribe to the presence information managed by the presence server. Each of the watchers can correspond to a unique expertise. The watcher associated with an expertise can watch presence information for all of the contact center agents having that expertise.

Claims

1. A presence management system for a contact center comprising:

a presence server that accepts, manages, and distributes presence information using Session Initiation Protocol (SIP) based messages and in conformance with an open standard;

a data store communicatively linked to the presence server, wherein the data store contains and stores the presence information, said stored presence information including presence information for each of a plurality of contact center agents, at least one of the contact center agents being an independent contractor, wherein for each agent the stored presence information includes an element indicating at least one expertise of the associated agent;

a plurality of watchers each configured to subscribe to the presence information managed by the presence server, wherein each of the watchers corresponds to a unique expertise and wherein each watcher is associated with the presence information for all of the contact center agents of the plurality of contact center agents having the unique expertise to which that watcher corresponds; and

a plurality of watcher specific filters, each associated with one of the watchers, said watcher specific filters including configurable parameters for determining which of the associated live agents is to handle a communication requiring the expertise category to which that watcher corresponds, wherein load balancing among the associated live agents is performed by an appropriate one of the watcher specific filters, and wherein the load balancing causes the corresponding watcher to select the at least one independent contractor when a queue wait time for a queue exceeds a preselected threshold.

2. The presence management system of claim 1, wherein a one-to-one correspondence exists between watchers and unique expertise values.

3. The presence management system of claim 1, wherein a filter associated with each watcher is used to return a least used one of a set of contact center agents associated with the watcher whenever an agent request is conveyed to the watcher.

4. The system of claim 1, wherein the open standard is an Internet Engineering Task Force (IETF) based standard, and wherein the presence server provides operations for PUBLISH, SUBSCRIBE, and NOTIFY.

5. The system of claim 1, wherein the presence server supports standard presence information data format (PIDF) and rich presence information data (RPID).

6. The system of claim 1, wherein the presence server and watchers are used to handle skills based routing functions for a standards based contact center implemented in accordance with a service oriented architecture (SOA).

7. A contact center comprising:

a plurality of contact center components conforming to open standards that intercommunicate utilizing open standards, said components together forming an open contact center, said open contact center providing automated interactive communications with callers, providing queue management for callers waiting to communicate with live agents, and providing skills based routing for assigning live agents to callers based upon an expertise possessed by the live agents and an expertise needed by the callers, wherein a plurality of defined expertise categories are defined for the skills based routing, and where at least one of the live agents is an independent contractor;

a presence server that accepts, manages, and distributes presence information of each of the live agents using Session Initiation Protocol (SIP) based messages and in conformance with an open standard, wherein the presence information for each of the live agents includes an indication of at least one expertise category for the associated live agent;

a plurality of watchers configured to subscribe to the presence information managed by the presence server, wherein a one-to-one correspondence exists between the watchers and expertise category, and wherein the watchers and presence server are used in providing the skills based routing;

a plurality of watcher specific filters, each associated with one of the watchers, said watcher specific filters including configurable parameters for determining which of the associated live agents is to handle a communication requiring the expertise category to which that watcher corresponds, wherein load balancing among the associated live agents is performed by an appropriate one of the watcher specific filters, and wherein the load balancing causes the corresponding watcher to select the at least one independent contractor when a queue wait time for a queue exceeds a preselected threshold.

8. The contact center of claim 7, wherein the presence server communicates using Session Initiation Protocol (SIP) based messages in conformance with an Internet Engineering Task Force (IETF) based standard, and wherein the presence server provides operations for PUBLISH, SUBSCRIBE, and NOTIFY.

9. The contact center of claim 7, wherein the contact center components intercommunicate via an enterprise service bus (ESB).

10. The contact center of claim 7, wherein each of the contact center components are service oriented architecture (SOA) components.

11. The contact center of claim 7, wherein each of the contact center components execute within a middleware solution having IP Multimedia Subsystem (IMS) capabilities.

12. The contact center of claim 7, further comprising:

an agent desktop comprising an HTTP browser and a SIP based phone each based upon open standards, wherein the agent desktop is configured to operate as an interface between the live agent and the contact center and wherein the presence information includes a SIP address for the SIP based phone and an internet protocol (IP) address for the HTTP browser.

13. The contact center of claim 7, further comprising:

a composite services model server configured to maintain session and model information for communications between the live agents and the callers.

14. A method for performing skills based routing for a contact center comprising:

a call center interacting with a caller using an automated response mechanism;

determining that the caller is to be transferred to a live agent;

ascertaining an expertise needed based upon information acquired during the interacting step;

determining one of a plurality of watchers that corresponds to the expertise based on presence information for each of the plurality of watchers, each of the plurality of watches having an associated watcher specific filter, wherein each of the watchers uniquely corresponds to a particular expertise, wherein each watcher subscribes to the presence information, and wherein the presence information is managed by a presence server that accepts, manages, and distributes presence information related to each of the live agents using Session Initiation Protocol (SIP) based messages and in conformance with an open standard, at least one of the live agents being an independent contractor, and wherein the presence information for each live agent includes an indication of at least one expertise for the associated live agent, wherein the presence information is maintained in a data store communicatively linked to the presence server;

the watcher identifying an agent of the live agents to handle the caller based on the presence information via interaction with the presence server using the SIP based messages, wherein the identifying is performed by the watcher specific filter associated with the watcher load balancing among the live agents and selecting the independent contractor when a queue wait time exceeds a preselected threshold; and

transferring the caller to the identified agent.

15. The method of claim 14, wherein a one-to-one correspondence exists between watchers and types of expertise.

16. The method of claim 14, wherein the presence server is configured to accept, manage, and distribute presence information using Session Initiation Protocol (SIP) based messages in conformance with an Internet Engineering Task Force (IETF) based standard, and wherein the presence server provides operations for PUBLISH, SUBSCRIBE, and NOTIFY.

17. The method of claim 14, wherein the call center is formed from a plurality of components that conform to open standards and that intercommunicate via an enterprise service bus (ESB).

18. The method of claim 14, wherein said steps of claim 14 are steps performed automatically by at least one machine in accordance with at least one computer program having a plurality of code sections that are executable by the at least one machine, said at least one computer program being stored in a machine readable memory.