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WO2000003531A1 - Plate-forme centre d'appel axee sur un serveur et prenant en charge des positions non specialisees - Google Patents

Plate-forme centre d'appel axee sur un serveur et prenant en charge des positions non specialisees Download PDF

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Publication number
WO2000003531A1
WO2000003531A1 PCT/US1999/014115 US9914115W WO0003531A1 WO 2000003531 A1 WO2000003531 A1 WO 2000003531A1 US 9914115 W US9914115 W US 9914115W WO 0003531 A1 WO0003531 A1 WO 0003531A1
Authority
WO
WIPO (PCT)
Prior art keywords
server
agent
agent position
state
call
Prior art date
Application number
PCT/US1999/014115
Other languages
English (en)
Inventor
Jason Andersson
Original Assignee
Ericsson Inc.
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by Ericsson Inc. filed Critical Ericsson Inc.
Priority to AU47085/99A priority Critical patent/AU4708599A/en
Priority to EP99930575A priority patent/EP1097559A1/fr
Publication of WO2000003531A1 publication Critical patent/WO2000003531A1/fr

Links

Classifications

    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/5125—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with remote located operators
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2203/00—Aspects of automatic or semi-automatic exchanges
    • H04M2203/60—Aspects of automatic or semi-automatic exchanges related to security aspects in telephonic communication systems
    • H04M2203/6018—Subscriber or terminal logon/logoff
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2242/00—Special services or facilities
    • H04M2242/22—Automatic class or number identification arrangements
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/42025—Calling or Called party identification service
    • H04M3/42034—Calling party identification service
    • H04M3/42059—Making use of the calling party identifier
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q1/00—Details of selecting apparatus or arrangements
    • H04Q1/18—Electrical details
    • H04Q1/30—Signalling arrangements; Manipulation of signalling currents
    • H04Q1/44—Signalling arrangements; Manipulation of signalling currents using alternate current
    • H04Q1/444—Signalling arrangements; Manipulation of signalling currents using alternate current with voice-band signalling frequencies
    • H04Q1/45—Signalling arrangements; Manipulation of signalling currents using alternate current with voice-band signalling frequencies using multi-frequency signalling
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q3/00—Selecting arrangements
    • H04Q3/72—Finding out and indicating number of calling subscriber

Definitions

  • This invention relates to call answering centers, and, more specifically, to a server- based call center platform that supports non-dedicated agent positions.
  • PBX private branch exchange
  • server is either a part of the switching system or a separate processor, such as a personal computer, with interface cards to support analog or digital connections to the switching system.
  • a call is received at the PBX and delivered to the server.
  • the server screens the call and delivers the call to an appropriate idle agent position.
  • All of these agent positions have a dedicated signaling channel to communicate with the server and the switch.
  • an agent position changes state (log on, log off, temporarily unavailable, etc.)
  • the server must be notified so that it can route calls appropriately.
  • Such notification requires the signaling link or channel between the agent position and the server so that the two can communicate.
  • Most signaling channels are proprietary links requiring special equipment and software.
  • any changes in functionality of the call center or agent positions requires changes in the switching system, server and/or the agent position. Further, adding new agent stations requires expensive, special purpose equipment.
  • any telephone that can generate dual tone multi-frequency (DTMF) signaling may be used as an agent station.
  • DTMF dual tone multi-frequency
  • a server is connected to a switching system by a plurality of lines.
  • the switching system includes a router, which, in response to a call to a predetermined telephone number, delivers the call to the server on a selected one of the plurality of lines and identifies the call as an agent position call.
  • the server includes a DTMF detector that is connectable to the line to receive DTMF signaling from the agent position and a processor that is adapted to change the state of the agent position from its current state to a second state responsive to the DTMF signaling.
  • a call center is adapted to support at least one non-dedicated agent position, which operates in at least a current state and a second state.
  • the call center includes a switching system connected to a server by a plurality of lines.
  • the switching system includes a router that is responsive to a predefined telephone number to deliver an incoming call to the server on one of the plurality of lines and to identify the call to the server as an agent position call.
  • the server includes a DTMF detector connectable to the line to receive DTMF signaling from the agent position.
  • the server further includes a processor connected to the DTMF detector that is adapted to change the state of the agent position from its current state to the second state responsive to agent position signaling detected at the DTMF receiver.
  • the server includes a voice prompt system that verbally prompts the agent position for DTMF signaling.
  • the server includes a plurality of ports connected to the plurality of lines, and a buss for connecting the plurality of ports to the DTMF detector and to the voice prompt.
  • the switching system is a private branch exchange.
  • FIG. 1 is a block diagram of a call center made according to an exemplary embodiment of this invention
  • Fig. 2 is a state diagram table illustrating changes of state performed in the server shown in Fig. 1 ; and Fig. 3 is a flow diagram illustrating the processing during a session with an agent position according to the exemplary embodiment of this invention.
  • the present invention makes use of the DTMF capability of such telephones to provide improved and expanded communication between a call center and a DTMF-capable telephone in the public telephone network.
  • Fig. 1 illustrates a block diagram of a call center, according to an exemplary embodiment of this invention, shown generally at 10.
  • the call center 10 comprises a switching system illustrated here as a private branch exchange (PBX) 12 connected to a server 14 via a plurality of lines 16 and a control line 18.
  • PBX 12 is used here as an example. It should be recognized that any form of switching system would operate according to this invention depending on the desired size of the call center.
  • the PBX 12 generally includes a controller 20 which controls call processing, as is known in the art.
  • the PBX 12 also includes a router 22 which interconnects lines and/or trunks under control of the controller 20.
  • the server 14 is connected to the plurality of lines 16 at a plurality of ports 24.
  • the ports 24 receive digital or analog signals from the PBX 12 and conventionally converts them into a form usable in the server 14.
  • the ports 24 are connected to a buss 26 in this exemplary embodiment of this invention.
  • the buss 26 provides a backbone interconnection for all of the components of the server 14.
  • the buss 26 is merely illustrative and other configurations of the server 14 may be used.
  • the server 14 further includes a voice prompt unit 28.
  • the voice prompt unit 28 stores and generates audible prompts requesting information from callers, and in this exemplary embodiment of this invention, prompts agent positions for signaling.
  • a DTMF detector 30 listens on the buss 26 for DTMF signals arriving from the PBX 12 and translates the signals into digits. Such digits are reported to the processor 32 and used thereby to determine how the incoming call is to be handled.
  • the processor 32 performs its task using programs and data stored in a memory 34 and an associated database 36.
  • the processor 32 communicates with the controller 20 via a control line 18.
  • the call center 10 is connected to a public switch telephone network (PSTN) 50 via trunks and/or lines 52, as is known in the art.
  • PSTN 50 comprises a plurality of local switching systems, long distance systems, etc.
  • agent positions 60 and 70 and a calling telephone 80 are shown, although quite obviously, many more are contemplated.
  • a caller at the calling telephone 80 dials a number (for example, an 800 number) to reach a call center.
  • the call is routed through the PSTN 50 and the trunks 52 to the call center 10 at the PBX 12.
  • the dialed telephone number is delivered along with the call.
  • the controller 20 in response to the received telephone number, causes the router 22 to route the call over one of the lines 16.
  • the controller 20 informs the server 14 over the control line 18 of the incoming call and the specific line 16 that the call is on.
  • the server 14 receives the call at one of the ports 24 and causes the voice prompt 28 to present an audible menu to the caller.
  • the DTMF detector 30 then monitors any signaling delivered from the calling telephone 80. When signaling is detected, digits corresponding to the signaling are delivered to the processor 32 which determines how to handle the call from records kept in the memory 34 and the database 36. Specifically, the processor 32 looks in the database 36 for an available agent position that can handle the specific type of call and notifies the PBX 12 of the destination agent position. The PBX 12 re-routes the call through the router 22, the trunks 52 and the PSTN 50 to one of the agent positions, for example, the agent position 60. The call is then completed.
  • control signaling requires special channels and equipment. Such control signals permit the agent to log in, log off, temporarily suspend operation ("not ready") etc. Further, the agent may set up a special status for that particular position, i.e., handle only a prespecified type of call (such as maintenance calls).
  • a prespecified type of call such as maintenance calls.
  • the agent positions 60 and 70 there is no special signaling connection between the agent positions 60 and 70 and to the PBX 12 or the server 14.
  • such communication signaling is provided using DTMF signaling.
  • the agent position 70 is in an inactive state (it is not logged into the system) and thus does not receive calls.
  • the agent at the agent position 70 dials a special telephone number which is routed through the PSTN 50 and the trunks 52 to the PBX 12.
  • the controller 20 receives the dialed special telephone number (either through the trunk or a signaling network, not shown but well known in the art) and determines that this call is an agent position control call for the server 14 by the dialed special telephone number.
  • the call is routed through the router 22 and one of the lines 16 to one of the ports 24.
  • the controller 20 also notifies the processor 32 of the control nature of the call via the control line 18.
  • the processor 32 then causes the voice prompt unit 28 to prompt the user to identify the agent station.
  • an automatic number identification (ANT) may be delivered to the processor 32 so that the processor 32 can identify the calling agent station. Once the identification of the agent station has been established, then the processor 32 determines what the state agent station 70 is currently in from the database record and prompts the agent station accordingly.
  • ANT automatic number identification
  • the processor 32 causes the voice prompt unit 28 to prompt for signaling to change the state to the idle state 202 or the special state 204; in other words, the agent station 70 is ready to receive calls (the idle state 202) or ready to receive certain predefined types of calls (the special state 204).
  • the processor 32 changes the agent station's record in the database 36 accordingly. The agent station 70 is then ready to receive calls according to the known art.
  • the agent station 70 is changed from the idle state 202 to the busy state 206 by the processor 32 as calls are delivered and torn down between callers such as the caller 80 and the agent station 70. This change of state is not available to the agent station and is shown as a dotted line 208.
  • the processor 32 in response to a call to the special directory number from the agent position 70, the processor 32 checks the records in the database 36 for that agent position. If the records for the agent station 70 indicate that it is in the idle state 202, the processor 32 may cause the voice prompt unit 28 to present a menu of current choices to move from the idle state 202. In the example of Fig.
  • the agent station 70 could select the inactive state 200, a special status 204, or a not ready status 210 (used when an agent is temporarily away from the agent position).
  • these states are merely illustrative examples and many more states can be and are used in call centers than illustrated here.
  • a flow chart of operation according to an exemplary embodiment of this invention is shown.
  • Processing starts in a box 300 where a call is received from the PBX 12 of a predefined agent position type (that is, the call was received at the special or predefined telephone number).
  • Processing continues to a decision diamond 302 wherein a determination is made if the automatic number identification (ANI) of the agent position's telephone number has been received. There are some portions of the PSTN that do not deliver ANI. If the telephone number of the calling agent position is not received, processing proceeds to a box 304 where the agent station is prompted for its telephone number. Once that is received, processing moves to an action box 306 where the received telephone number is verified to be a valid agent position.
  • ANI automatic number identification
  • Processing continues to an action box 308 where a determination is made as to which state the agent station is in and proceeds to the action box 310 where a prompt is played which is appropriate to the specific state. For example, if the agent station 70 is in the inactive state 200, then the agent station 70 is prompted to whether it should be changed to the idle state 202 (ready to accept calls) or the special state 204 (ready to accept calls of specific calls types). If the records for the agent station 70 indicates that it is in the idle state 202, then the agent station 70 is prompted, for example, for a change of state to the inactive state 200, the special state 204, or the not ready state 210. The agent at the agent station 70 enters a number at a dial tone multi-frequency (DTMF) keypad.
  • DTMF dial tone multi-frequency
  • the DTMF detector 30 receives the DTMF signaling and delivers the numeric equivalent to the processor 32. In a decision diamond 312, a determination is made whether a valid response was entered. If a valid response was not entered, then processing proceeds back to the action box 310 where the user is again prompted.
  • processing proceeds to an action box 314 where the state of the agent station is changed according to the signaling entered. Processing proceeds to a decision diamond 316 where the agent station is prompted for further action. If, in the decision diamond 316, further action is requested, then processing loops back to the action box 310, where a prompt for the appropriate current state is played. This prompt may not be the same as the one that is first played. If no further action is required in the decision diamond 316, then processing ends in a box 318. It will therefore be apparent that the invention economically and simply provides a means of providing a call center supported by non-dedicated agent position through the unique use of the existing DTMF signaling capability of the vast majority of telephones in use today.

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  • Business, Economics & Management (AREA)
  • Marketing (AREA)
  • Engineering & Computer Science (AREA)
  • Signal Processing (AREA)
  • Telephonic Communication Services (AREA)

Abstract

Cette plate-forme centre d'appel axée sur un serveur, prenant en charge des positions non spécialisées, possède un serveur connecté à un système de commutation par plusieurs lignes. Le système de commutation comporte un routeur qui, en réaction à un numéro de téléphone prédéterminé, délivre un appel à un serveur sur une ligne sélectionnée, appartenant à l'ensemble de lignes susmentionnées, et identifie l'appel en tant qu'appel de position. Ce serveur, qui comporte un détecteur de double tonalité multi-fréquence (DTMF) pouvant être connecté à la ligne sélectionnée pour recevoir une signalisation multi-fréquence à double tonalité émanant de la position, comporte également un processeur conçu pour modifier l'état en cours de la position et lui conférer un second état réagissant à la signalisation multi-fréquence à double tonalité.
PCT/US1999/014115 1998-07-13 1999-06-23 Plate-forme centre d'appel axee sur un serveur et prenant en charge des positions non specialisees WO2000003531A1 (fr)

Priority Applications (2)

Application Number Priority Date Filing Date Title
AU47085/99A AU4708599A (en) 1998-07-13 1999-06-23 Server-based call center platform that supports non-dedicated agent positions
EP99930575A EP1097559A1 (fr) 1998-07-13 1999-06-23 Plate-forme centre d'appel axee sur un serveur et prenant en charge des positions non specialisees

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
US11463598A 1998-07-13 1998-07-13
US09/114,635 1998-07-13

Publications (1)

Publication Number Publication Date
WO2000003531A1 true WO2000003531A1 (fr) 2000-01-20

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Family Applications (1)

Application Number Title Priority Date Filing Date
PCT/US1999/014115 WO2000003531A1 (fr) 1998-07-13 1999-06-23 Plate-forme centre d'appel axee sur un serveur et prenant en charge des positions non specialisees

Country Status (3)

Country Link
EP (1) EP1097559A1 (fr)
AU (1) AU4708599A (fr)
WO (1) WO2000003531A1 (fr)

Cited By (1)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
WO2002023852A3 (fr) * 2000-09-11 2004-06-24 Vocaltec Comm Ltd Systeme et procede de correlation de sessions de donnees

Citations (2)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
WO1998001987A1 (fr) * 1996-07-09 1998-01-15 Genesys Telecommunications Laboratories, Incorporated Procedes et dispositif de mise en oeuvre de centre d'appel de reseau telephonique
WO1998025386A2 (fr) * 1996-12-03 1998-06-11 Northern Telecom Limited Systeme mettant en connexion des agents distants sur des lignes telephoniques ordinaires

Patent Citations (2)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
WO1998001987A1 (fr) * 1996-07-09 1998-01-15 Genesys Telecommunications Laboratories, Incorporated Procedes et dispositif de mise en oeuvre de centre d'appel de reseau telephonique
WO1998025386A2 (fr) * 1996-12-03 1998-06-11 Northern Telecom Limited Systeme mettant en connexion des agents distants sur des lignes telephoniques ordinaires

Cited By (1)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
WO2002023852A3 (fr) * 2000-09-11 2004-06-24 Vocaltec Comm Ltd Systeme et procede de correlation de sessions de donnees

Also Published As

Publication number Publication date
EP1097559A1 (fr) 2001-05-09
AU4708599A (en) 2000-02-01

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