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WO2001001661A1 - Systeme et procede de distribution d'appels permettant de transmettre a la fois de la parole et des informations multimedia en temps reel - Google Patents

Systeme et procede de distribution d'appels permettant de transmettre a la fois de la parole et des informations multimedia en temps reel Download PDF

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Publication number
WO2001001661A1
WO2001001661A1 PCT/US2000/017513 US0017513W WO0101661A1 WO 2001001661 A1 WO2001001661 A1 WO 2001001661A1 US 0017513 W US0017513 W US 0017513W WO 0101661 A1 WO0101661 A1 WO 0101661A1
Authority
WO
WIPO (PCT)
Prior art keywords
agent
customer
real time
telephone call
connection
Prior art date
Application number
PCT/US2000/017513
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 AU57669/00A priority Critical patent/AU5766900A/en
Publication of WO2001001661A1 publication Critical patent/WO2001001661A1/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
    • 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
    • H04M3/42314—Systems providing special services or facilities to subscribers in private branch exchanges
    • H04M3/42323—PBX's with CTI arrangements
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M7/00—Arrangements for interconnection between switching centres
    • H04M7/12—Arrangements for interconnection between switching centres for working between exchanges having different types of switching equipment, e.g. power-driven and step by step or decimal and non-decimal

Definitions

  • the present invention relates to a system and method for an integrated call distribution system, and particularly to a system and method for handling connections for communicating both voice and real time media.
  • Call distribution systems typically process incoming voice telephone calls to determine the information requested by the caller, determine the type and/or level of skill required
  • the communications system includes a customer application for instructing the system to establish a connection with the customer for communicating real time media; an internal device within the communications system which receives the instruction from the customer application, compiles necessary information regarding the requested real time media connects and generates a telephone call within the communications system; and a call distribution center which receives the telephone call generated by the internal device and routes the telephone call to an appropriate agent based upon the compiled information.
  • the present invention further includes an agent operated application which receives the routed telephone call and identifies the type of connection requested by the customer as well as the location thereof. Responsively, the desktop application substantially automatically activates the requested real time media application and establishes a connection with the requesting customer. The desktop application further allows the agent to terminate the real time media connection with the customer and the telephone call generated by the internal device. The telephone call generated by the internal device is preferably maintained while the established real time media connection remains connected so that the communications system can monitor the availability of the agent to handle new telephone calls.
  • the present invention advantageously allows for the handling and/or servicing of traditional voice telephone call connections as well as connections for providing real time media.
  • FIG. 1 is a block diagram of the call distribution system according to the present invention.
  • Figure 2 is flow chart illustrating the operation of the present invention in handling a request to communicate real time media.
  • Communications system 1 for communicating media of a variety of different types with one or more customers.
  • Communications system 1 preferably includes necessary software and hardware to provide a single integrated solution which is capable of serving incoming voice telephone calls and call connections for communicating real time media, such as video, Internet chat or radio.
  • communications system 1 preferably includes at least one customer application 2 which is controlled or otherwise operated by the customer.
  • the customer can utilize customer application 2 to interact with communications system 1.
  • the customer may activate customer application 2 in order to place a voice telephone call with communications system 1 for receiving voice or related information therefrom.
  • the customer may activate customer application 2 in order to communicate real time media with communications system 1.
  • Customer application 2 preferably provides a suitable customer interface for allowing a customer to effectively communicate with communications system 1.
  • Communications system 1 preferably includes a call distribution center 3 which receives a number of telephone calls 4 and directs each telephone call 4 to one of a number of agents 5 having the necessary capabilities and availability to suitably handle the telephone call.
  • Call distribution center 3 may preferably include a processor 3 A and memory 3B for storing program software and other data.
  • Process 3 A preferably controls switch 3 C so as to selectively route incoming telephone calls 4 from, for example, callers seeking voice information, to a plurality of agents 5 having various skills and capabilities.
  • Process 3 A preferably manages the routing of telephone calls 4 so that telephone calls 4 are routed to agents 5 having the capability to provide customers with information requested thereby.
  • call distribution center 3 upon receiving a request by a customer to communicate real time media therewith, call distribution center 3 preferably determines the type of media requested, identifies an available agent who is capable of providing media of the requested type, and assigns the identified available agent to the customer. Upon the occurrence of the agent assignment, the assigned agent participates in the communication of the requested real time media.
  • the customer In order for call distribution center 3 to be capable of communicating real time media with a customer in a manner similar to communicating voice information with an incoming caller so as to effectuate an integrated communications system, the customer preferably requests communication of real time media with communications system 1 by activating a "call back" feature via customer application 2.
  • the "call back” feature informs communications system 1 that the requesting customer requests communications system 1 to establish a connection for communicating requested real time media.
  • customer application 2 submits an instruction to make a telephone call internally to communications system 1 for handling by call distribution center 3.
  • Customer application 2 may preferably submit the instruction to make a telephone call to call distribution center 3 via an application program interface (API).
  • API application program interface
  • Communications system 1 preferably includes an internal device 6 which receives the instruction for making a telephone call from customer application 2 and generates a telephone call directed to call distribution center 3.
  • internal device 6 is not associated with hardware but is nevertheless recognized by call distribution center 3 as a device for receiving a telephone call therefrom.
  • Internal device 6 provides call distribution center 3 with necessary information for establishing a connection with the customer for communicating real time media, including the requested media and media type, and the identification of the customer.
  • Call distribution center 3 is preferably capable of determining the agent capabilities based on the received telephone call generated by internal device 6 and identifying an available agent 5 possessing the determined agent capabilities.
  • Call distribution center 3 is capable of routing the telephone call generated by internal device 6 to the identified available agent 5.
  • Call distribution center 3 may preferably organize agents 5 into a plurality of groups, each of which includes agents who are capable of performing similar tasks. It is understood, however, that each agent 5 may be capable of and equipped for handling voice telephone calls and communication of at least one type of media.
  • a capable agent 5 preferably accesses one or more real time media applications 7 in order to establish a connection and communicate real time media thereover to a customer.
  • the real time connection is preferably automatically or semi-automatically established upon reception of the telephone call routed by call distribution center 3.
  • An agent 5 who is equipped or otherwise capable of communicating real time media with a requesting customer may preferably be capable of simultaneously communicating real time media to a number of customers.
  • call distribution center 3 In handling a traditional voice telephone call from a customer, the telephone call is routed to a suitably qualified agent 5 for direct communication therewith. By monitoring when the routed telephone call is terminated, such as when either the customer or the corresponding agent 5 hangs up, call distribution center 3 can determine the availability of agent 5. Similarly, in handling a request for communicating real time media using the above-described "call back" feature, call distribution center 3 preferably monitors the status of the routed telephone call generated by internal device 6 so that call distribution center 3 can determine the availability of the agent 5 serving the real time media connection.
  • the corresponding routed telephone call generated by internal device 6 must be maintained by the agent 5 throughout the time agent 5 maintains the corresponding real time connection with the requesting customer.
  • the agent 5 and/or the particular agent application 7 that established the real time media connection maintain connection with the routed telephone call generated by internal device 6.
  • the routed telephone call is terminated.
  • the routed telephone call is automatically or semi-automatically terminated by the corresponding agent application 7, and the routed telephone call is manually terminated by agent 5 in another preferred embodiment of the present invention.
  • a customer wishing to communicate real time media with communications system 1 activates a "call back" feature using customer application 2 at step 20.
  • customer application 2 Upon activation of the "call back" feature, customer application 2 sends an instruction for communications system 1 to establish a connection for communicating the requested real time media with the customer at step 21.
  • the instruction includes other information necessary to establish the real time media connection, including the location of the customer.
  • the instruction is received by internal device 6 which responsively generates a telephone call directed towards call distribution center 3 at step 22.
  • the generated telephone call may preferably include the information necessary to establish the real time connection with the requesting customer.
  • call distribution center 3 determines the needs of the customer requesting real time media communication and the agent capabilities necessary to sufficiently provide the requested communication upon receiving the telephone call generated by internal device 6. Call distribution center 3 then identifies at step 23 an agent 5 who is both available and capable of serving the requesting customer. Call distribution center 3 then routes the telephone call generated by internal device 6 to the identified agent 5 at step 24. The routed telephone call includes the information necessary to establish the real time media connection with the requesting customer, such as the customer's IP address.
  • the telephone call generated by internal device 6 may be first routed to a distribution group of agents 5 who are capable of communicating the requested real time media. Thereafter, an available agent 5 may be identified from the distribution group for routing the telephone call thereto. In this way, the telephone call generated by internal device 6 may be routed to an appropriate agent 5 using a two step routing procedure.
  • agent 5 Upon receiving the telephone call routed by call distribution center 3, agent 5 establishes a connection for communicating the requested real time media with the customer at step 25.
  • the connection is established based upon the information associated with the routed telephone call, including the type of real time media requested and the location of the customer. In a preferred embodiment of the present invention, the connection is established automatically or semi-automatically by agent application 7. Following establishment of the real time media connection with the customer, the requested real time media is communicated therewith.
  • the connection of the routed telephone call generated by internal device 6 is preferably maintained by agent 5 and/or agent application 7 throughout the real time media session with the customer. Maintaining the connection of the routed telephone call allows call distribution center 3 to monitor the activity of agent 5 in order to substantially continuously know the availability of agent 5 to handle other telephone calls.
  • Maintaining the connection of the routed telephone call additionally allows call distribution center 3 to generate reports or other statistics concerning the operation of communications system 1. Statistics such as the handling time of real time connections may be compiled.
  • agent 5 terminates the real time connection therewith at step 26 using agent application 7.
  • the termination of the real time media session may be in response to the customer indicating a desire to end the real time media session.
  • the routed telephone call generated by internal device 6 is terminated at step 27.
  • the routed telephone call is preferably automatically or semi-automatically terminated by agent application 7. Because the status of the telephone call generated by internal device 6 is monitored by call distribution center 3, the termination of the routed telephone call indicates to the call distribution center
  • Call distribution center 3 that agent 5 is available to handle another telephone call.
  • Call distribution center 3 is thus employable to handle both incoming voice telephone calls and requests for establishing real time media connections, thereby simplifying operations and saving resources.

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

Abstract

L'invention se rapporte à un système intégré (1) et à des procédés de gestion de connexions permettant de transmettre à la fois de la parole et des informations multimédia en temps réel. Ce système comprend un centre distributeur d'appels (3) conçu pour recevoir un appel téléphonique (4), tel qu'un appel téléphonique vocal entrant, évaluer les besoins associés audit appel téléphonique, déterminer les capacités requises par un agent (5) pour répondre de manière satisfaisante aux besoins évalués, identifier un agent (5) doté des capacités requises et acheminer l'appel téléphonique (4) vers l'agent identifié (5). Dans l'éventualité où un client demande que la connexion soit établie en vue de la communication d'informations multimédia en temps réel, un appel téléphonique est généré de manière interne à destination du système en vue de sa réception par le centre distributeur d'appels (3). Ledit centre de distribution d'appels (3) achemine l'appel téléphonique (4) généré de manière interne (6) vers un agent disponible (5) qui peut établir une connexion en vue de la communication des informations multimédia en temps réel. L'agent établit alors une connexion avec le client afin d'assurer la communication de ces informations multimédia en temps réel demandées.
PCT/US2000/017513 1999-06-25 2000-06-23 Systeme et procede de distribution d'appels permettant de transmettre a la fois de la parole et des informations multimedia en temps reel WO2001001661A1 (fr)

Priority Applications (1)

Application Number Priority Date Filing Date Title
AU57669/00A AU5766900A (en) 1999-06-25 2000-06-23 Call distribution system and method for communicating both voice and real time media

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
US34421599A 1999-06-25 1999-06-25
US09/344,215 1999-06-25

Publications (1)

Publication Number Publication Date
WO2001001661A1 true WO2001001661A1 (fr) 2001-01-04

Family

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Family Applications (1)

Application Number Title Priority Date Filing Date
PCT/US2000/017513 WO2001001661A1 (fr) 1999-06-25 2000-06-23 Systeme et procede de distribution d'appels permettant de transmettre a la fois de la parole et des informations multimedia en temps reel

Country Status (2)

Country Link
AU (1) AU5766900A (fr)
WO (1) WO2001001661A1 (fr)

Citations (1)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
WO1999014930A2 (fr) * 1997-09-12 1999-03-25 Genesys Telecommunications Laboratories, Inc. Procede et appareil de connexion reseau automatique entre une petite entreprise et un client

Patent Citations (1)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
WO1999014930A2 (fr) * 1997-09-12 1999-03-25 Genesys Telecommunications Laboratories, Inc. Procede et appareil de connexion reseau automatique entre une petite entreprise et un client

Non-Patent Citations (1)

* Cited by examiner, † Cited by third party
Title
PRUNTY M A: "CTI AND THE WEB-ENABLED CALL CENTER", ANNUAL REVIEW OF COMMUNICATIONS, XP000793182 *

Also Published As

Publication number Publication date
AU5766900A (en) 2001-01-31

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