 |
Description  |
|
|
BACKGROUND OF THE INVENTION
The present invention relates to automatic call distributor systems.
Before the present invention, telephone systems have been provided with a
plurality of automatic call distributors (ACD) comprising a switch for
routing incoming calls to a plurality of agents associated with each of
the automatic call distributors. At certain times, the number of calls to
any given call distributor may be excessive, and the callers are placed in
a line (queue) for answering. Routing calls from a given automatic call
distributor in an overflow manner from the originating automatic call
distributor to another automatic call distributor is sometimes attempted
if the call can be accepted at the other ACD. Such an overflow of calls
may, for example, be required in an emergency situation, such as an ice
storm when answering personnel (agents) cannot get to work to answer the
telephone calls. However, each of the calls which are overflowed from one
ACD to another ACD have required at least one trunk line for each call
transferred which imposes an excessive need for trunks and equipment on
the telephone system. In addition, the overflow of calls required that a
sufficient number of agents at the other ACD be available to answer the
calls to permit such overflow to be practical.
In addition, such overflow from one ACD to another ACD is relatively
inefficient since it does not make the maximum use of the various agents
servicing the ACDs in a multi-node ACD network. Further, if an answering
agent is required to establish a conference between the caller and a third
party it is presently necessary for the agent servicing the call at the
second ACD to return the call on a trunk line to the originating ACD, such
that the overflow calls are routed from the originating ACD to a second
ACD and back to the originating ACD, which requires yet another trunk line
thus posing additional equipment requirements of trunks and telephone
system equipment. Further, many calls such as operator service calls send
a series of identification and control digits to the switch during initial
call set up. If the call cannot be answered in the originating ACD/switch
for any reason, the identifier control digits must be regenerated and
forwarded (overflowed) to another switch. This imposes additional
requirements on the telephone system but is needed for proper operation
and disposition of the overflow answered call.
In many instances, it would be desirable to connect incoming calls to an
agent with special skills, such as an agent having knowledge of a
particular foreign language, product, or caller service requirement. This
invention would allow the calls requiring the special skill to be answered
in the originating ACD by an agent with the special skill if one is
available and connected to the network.
The use of remote agents to answer calls for a "closed" ACD center is in
not an accepted solution because remote agents are dedicated to serving
only the center from which they are remoted. In other words, they are
physically remoted but electronically the same as local agents. Assume a
call center location with agents remoted from one or more ACD call
centers. If traffic to the ACD center is low (or none at all), the remoted
agents connected to that ACD are idle. At the same time, other agents
remoted from the other ACD call centers physically next to the "idle"
remoted agents may be swamped with calls from their respective ACD call
centers. Without physically moving to a new position, which is
electronically connected to the "busy" center, the "idle" remote agents
cannot answer an incoming call. If the agent does move to a new position,
his assistance is still limited to only that one center which is connected
to the position. Other call centers in the network with a call queue are
not capable of being helped by the idle agents. The invention allows each
ubiquitous agent position to be assigned to the call center with the
greater need on a real time basis.
Historically, moving incoming calls to other call centers by the overflow
method is used to improve service levels, utilize idle agents, and/or to
close a call center after hours. This overflow method is acceptable when
dealing with basic traffic (seize and ring), low traffic periods during
off-hours, and/or during peak call volume periods. Operator Service
traffic and calls with data and control digits as part of the call
supervision are complex and cannot be routed over standard overflow
circuits with existing ACD software. Also, the number of circuits required
to provide full contingency coverage for emergencies, such as ice storms,
with conventional diversion is one inter-switch circuit for each incoming
trunk, and would require an excessive amount of circuits to perform a 100%
contingency coverage. With the invention, a circuit (or fractional circuit
with multiplexing) for each agent is required. (The trunk circuit to agent
ratio is typically 1.2 to 1 in most call centers).
SUMMARY OF THE INVENTION
A principal feature of the present invention is the provision of an
improved telephone system of simplified construction.
The telephone system of the present invention comprises, an automatic call
distributor for receiving calls and distributing the calls to the first
available qualified agent associated with the automatic call distributor.
Agents are connected to the ACD via computer controlled multiplexed
telephone circuits/trunks.
A feature of the invention is the provision of controlling the ubiquitous
agents by means of a computer controlled multiplexer.
Yet another feature of the invention is that the automatic call distributor
supplies information concerning the call and the call center to the
computer. Thus, the computer makes a decision of when (and how many)
agents to assign to the call center.
Still another feature of the invention is that any connected agents may
supply information including skill levels and abilities to the computer.
Thus, the computer may assign an agent with a special skill to a caller
requiring a special service, skill, or ability such as a foreign language.
Still another feature of the invention is that the computer may connect any
one of the agents connected to the multiplexer to a given automatic call
distributor.
Another feature of the invention is that the number of agents assigned to
an ACD may be 0 at any given time, and may be changed to one or more if
and when an incoming call(s) occurs.
Thus, a feature of the invention is that the office (call center) may be
closed and unmanned and still distribute calls from the associated
automatic call distributor to a set of qualified agents.
A further feature of the invention is that the system provide assistance to
the given automatic call distributor in the network in the event of an
excessive number of calls to that automatic call distributor.
Another feature of the invention is that the system may assign agents to
the call center during an emergency, such as an ice storm or inclement
weather.
Yet another feature of the invention is that the system handles incoming
calls to the network in an improved and more efficient manner. Each of the
ACD systems connected to the multiplexed agents may maintain the same
answering service levels by allowing the computer to assign more (less)
agents to call centers according to call arrival rates.
Still another feature of the invention is that the telephone system may be
constructed at a reduced cost. Multiple call centers may share common
hardware resources at the remote agent location.
Yet another feature of the invention is that the system may have a
plurality of automatic call distributors which are each serviced by
separate sets of local agents which may share the common resources of the
ubiquitous agents.
Another feature of the invention is that the system may connect any call to
any of the automatic call distributors to any one of the ubiquitous
agents.
Still another feature of the invention is that the system connects a given
automatic call distributor call to a selected ubiquitous agent while
bypassing all of the other automatic call distributors. The call is
answered in the originating ACD and is not overflowed or diverted to
another ACD.
Yet another feature of the invention is the ability of the system to
service the calls with a limited number of unique skills for a maximum
number of call centers. A one-of-a-kind agent may be used to service calls
to any and all ACD systems connected to the network.
A further feature of the invention is that the system provides contingency
coverage for a call center which cannot be manned during natural
disasters.
Still another feature of the invention is that the system permits any of
the call centers to be closed for holidays, after hours, for agent group
meetings, or periods when traffic does not require someone to answer the
calls on a full-time basis. Calls to the center will be serviced by the
ubiquitous agents at the remote location.
Thus, another feature of the invention is that the system may significantly
lower the cost associated with maintaining the agents which are present
for answering the calls.
Further features will become more fully apparent in the following
description of the embodiments of the present invention, and from the
appended claims.
DESCRIPTION OF THE DRAWINGS
In the drawings:
FIG. 1 is a block diagram of a telephone system of the present invention.
DESCRIPTION OF THE PREFERRED EMBODIMENTS
Referring now to FIG. 1, there is shown a telephone system network
generally designated 10 having a plurality of Automatic Call Distributors
(ACD) 12a, 12b, and 12c each comprising a switch for connecting telephone
calls on the associated trunk lines 14a, 14b, and 14c to qualified agents.
The system 10 has a host computer 16 or a Central Processing Unit (CPU)
having a randomly addressable memory (RAM) and a Read Only Memory (ROM).
As shown, the system 10 has a plurality of data links 18a, 18b, and 18c
connecting the ACDs 12a-c, respectively, to the computer 16.
The system 10 also has a multiplexer 20 (MUX) having a plurality of
switches. The MUX has an electronic switch for each agent which is
controlled by the host computer 16. For simplicity, 3 of the switches 36a,
36b, and 36c are illustrated. As shown, the ACD 12a is connected by a T-1
span line 24a to contacts 26a-c of the switches 36a-c of the multiplexer
20. The ACD 12b has a T-1 span line 24b connected to contacts 28a-c of the
switches 36a-c of the multiplexer 20, and the ACD 12c has a T-1 span line
24c connected to contacts 30a-c of the switches 36a-c of the multiplexer
20.
The system 10 also has a plurality of agent consoles (stations) illustrated
as 32a, 32b, and 32c for operation by a plurality of agents which may have
special skills, such as knowledge of a foreign language. The stations
32a-c have associated personal computer (PC)/cathode ray (CRT) screens and
keyboards 38a, 38b, and 38c connected to the host computer 16. As shown,
the keyboards and displays 38a-c of the stations 32a-c are connected to
the computer 16 over CRT control lines 40. As will be seen below, the
computer 16 controls the settings of the switches 36a-c over a MUX control
line 42, such that the respective contacts of 26a-c, 28a-c, and 30a-c in
the multiplexer assigns a ubiquitous agent(s) to ACD 12a-c.
In use, telephone calls are placed on the trunk lines 14a-c to the
respective ACD 12a-c which in turn usually directs the calls to agents
assigned to the ACD systems. As shown, the ACDs 12a-c provide the computer
16 with information concerning the incoming calls over the respective data
links 18a-c. The data links 18a-c also provide the computer 16 with
additional information for the respective ACD, such as identification
codes, the average speed of answer, number of calls offered, and the
agents available. The information supplied to the computer 16 by the ACD
may also include payphone information, credit card information, telephone
number, a given 800 number, language requirements, such as a foreign
language spoken, and any other such information required by the computer
16 to control the system 10, and to route the call according to the
control information collected from the incoming trunk.
Also, the operators at the stations 32a-c, termed ubiquitous agents, may
supply information to the computer 16 over the lines 40 by the keyboard
and displays 38a-c, such as the particular skills of the agents at the
stations 32a-c, such as knowledge of particular product or foreign
languages, for each of the agents. Individual agent skill is entered on
the keyboards 38a-c and sent via the CRT control 40 to the host computer
16, when agents first sign in and begin the work shift.
Based upon the information supplied to the computer 16 from the ACDs
incoming call and keyboards 38a-c, the computer 16 may select the switches
36a-c to connect any ubiquitous agent to any of the ACDs 12a-c. The
computer 16 thus controls the wipers 36a-c of the switches 22a-c by
connecting these wipers 36a-c to a desired contact 26a-c, 28a-c or 30a-c.
In this manner, the computer 16 controls the connection of a ubiquitous
agent over a T-1 span line 24a-c to the ACD which has an incoming call.
Thus, for example, if an excessive number of calls are received at any
given ACD, the computer 16 connects agents 32a-c through the multiplexer
20 to the agents at the stations 32a-c. If, for example, the data supplied
from the ACDs indicates the need of a special operator, such as one having
knowledge of a particular foreign language, the computer 16 may connect a
ubiquitous agent, say 32a, to this ACD to service the call. The next call
to another ACD may require the same skill and the computer 16 via MUX
control 42 switches the agent 32a to this ACD. In a further example,
during an emergency situation, such as an ice storm, the computer 16 may
connect any (or all) of the agents to any of the ACDs receiving calls. In
addition, during non-rush times, such as a holiday, evening, or week end,
all of the agents usually associated with a given ACD 12a-c may not be
present during these low traffic periods. The ACDs may notify the host
computer 16 that a call has arrived, and the host computer 16 can assign
an agent 32a-c to the ACD receiving the call, thus saving the cost of
manning a given ACD 12a-c by agents during usually closed periods.
The computer 16 connects the agents through the multiplexer to other ACDs
12a-c in the network, thus reducing the cost and complexity of the
telephone system 10, and also resulting an improved and efficient use of
the agents on duty. Thus, it is no longer necessary to cause overflow of
calls from one ACD 12a-c to another ACD 12a-c which eliminates the
necessity for an excessive number of trunk lines connected between various
ACDs 12a-c. Thus, in accordance with the present invention, the computer
16 may connect any of the agents at the stations 32a-c to any of the ACDs
12a-c in an improved and efficient manner while selecting the particular
skills, if necessary, from the agents manning the stations 32a-c.
The foregoing detailed description has been given for clearness of
understanding only, and no unnecessary limitations should be understood
therefrom, as modifications will be obvious to those skilled in the art.
* * * * *
|
|
 |
|
 |
Description |
|
