Call center IVR and ACD scripting method and graphical user interface

Claims

What is claimed is:

1. A method of routing calls to individual agents within a call center comprising of the steps of:

establishing the skills that will be available within the call center by inputting skills data, including a listing of skills and proficiency levels for each skill, via an automatic call distributor (ACD) manager;

setting up agents that are used within the call center by listing each agent within the ACD manager and selectively mapping skills to each individual agent via the ACD manager and corresponding to what types of skills the agent possesses;

receiving a call within the call center;

determining a requested type of service for the call to determine what skills are required for answering the call;

routing the call to an agent that has the highest proficiency level for the skills required for answering the call based on the requested type of service;

routing the call to an agent that has been available the longest if more than one agent equally qualifies as having the highest proficiency level;

routing the call to an agent having a lower proficiency level in the event that an agent with the highest proficiency level for the skills required is not available to receive the call; and

holding a call in queue a predetermined period of time in order to obtain an agent with the highest proficiency level before routing the call to an agent having a lower proficiency level.

2. A method according to claim 1, further comprising the step of routing the call to agents with selectively lower proficiency levels when agents having higher proficiency levels are not available to receive the call.

3. A method according to claim 1, further comprising the step of establishing a proficiency level for a skill that will allow routing to an agent only when a call is in queue.

4. A method according to claim 1, further comprising the steps of:

receiving a call within a call center switch from a public switched telephone network (PSTN);

routing the call to a call center Interactive Voice Response (IVR) server; and

querying the caller to input a requested type for service.

5. A method according to claim 4, further comprising the step of routing the call back to the call center switch, matching the requested type of service to an agent, and transferring the call to the agent.

6. A method of routing calls to individual agents within a call center comprising the steps of:

establishing the skills that will be available within the call center by inputting skills data, including a listing of skills and proficiency levels for each skill, via an automatic call distributor (ACD) manager;

setting up agents that are used within the call center by listing each agent within the ACD manager and selectively mapping skills to each individual agent via the ACD manager and corresponding to what types of skills the agent possesses;

receiving a call within the call center;

determining a requested type of service for the call to determine what skills are required for answering the call;

routing the call to an agent that has the highest proficiency level for the skills required for answering the call based on the requested type of service; and

routing the call to another call center when the call has been in queue more than a predetermined period of time.

7. A method according to claim 1, further comprising the step of prioritizing a call based on one of at least number dialed (DNIS), number dialed from (ANI), and length of time a call is in queue.

8. A method of routing calls to individual agents within a call center system comprising the steps of:

establishing the skills that will be available within the call center by inputting skills data, including a listing of skills and proficiency levels for each agent, via an automatic call distributor (ACD) manager;

setting up agents that are used within the call center by listing each agent within the ACD manager and selectively mapping skills to each individual agent via the ACD manager and corresponding to what types of skills the agent possesses;

receiving a call within a call center interactive voice response (IVR) server that is integrally functional with an ACD server and soliciting responses from the caller to determine a requested type of service and what skills are required for answering the call;

routing the call to an agent that has the highest proficiency level for the skills recquired for answering the call based on the requested type of service;

in the event that the agent that has the highest proficiency level is not available to receive the call, routing the call to agents with selectively lower proficiency levels;

holding a call in queue a predetermined period of time in order to obtain an agent with the highest proficiency level before routing the call to an agent having a lower proficiency level; and

routing the call to an agent that has been available the longest if more than one agent egually qualifies as having the highest proficiency level.

9. A method according to claim 8, further comprising the step of establishing a proficiency level for a skill that will allow routing to an agent only when a call is in queue.

10. A method according to claim 8, further comprising the steps of:

receiving a call within a call center switch from a public switched telephone network (PSTN);

routing the call to the call center IVR server; and

querying the caller to input a requested type for service.

11. A method according to claim 8, further comprising the step of routing the call back to the call center switch, matching the requested type of service to an agent, and transferring the call to the agent.

12. A method of routing calls to individual agents within a call center system comprising the steps of:

establishing the skills that will be available within the call center by inputting skills data, including a listing of skills and proficiency levels for each agent, via an automatic call distributor (ACD) manager;

setting up agents that are used within the call center by listing each agent within the ACD manager and selectively mapping skills to each individual agent via the ACD manager and corresponding to what types of skills the agent possesses;

receiving a call within a call center interactive voice response (IVR) server that is integrally functional with an ACD server and soliciting responses from the caller to determine a requested type of service and what skills are required for answering the call;

routing the call to an agent that has the highest proficiency level for the skills required for answering the call based on the requested type of service;

in the event that the agent that has the highest proficiency level is not available to receive the call, routing the call to agents with selectively lower proficiency levels;

holding a call in queue a predetermined period of time in order to obtain an agent with the highest proficiency level before routing the call to an agent having a lower proficiency level; and

routing the call to another call center when the call has been in queue more than a predetermined period of time.

13. A method according to claim 8, further comprising the step of prioritizing a call based on one of at least number dialed (DNIS), number dialed from (ANI), and length of time a call is in queue.

14. A method of routing calls to individual agents within a call center system comprising the steps of:

establishing the skills that will be available within the call center by inputting skills data, including a listing of skills and proficiency levels for each skill, via an automatic call distributor (ACD) manager;

setting up agents that are used within the call center by listing each agent within the call center by listing each agent within the ACD manager and selectively mapping skills to each individual agent via the ACD manager and corresponding to what types of skills the agent possesses;

selecting a predetermined proficiency level for each skill that has been mapped to an agent;

receiving a call within the call center;

prioritizing the call based on one of at least number dialed (DNIS), number dialed from (ANI), and length of time a call is in queue;

determining a requested type of service for the prioritized call to determine what skills are required for answering the call;

routing the call to an agent that has the highest proficiency level for the skills required for answering the call based on the requested type of service; and

escalating the priority of a call after it has been in queue for a predetermined period of time.

15. A method according to claim 14, further comprising the step of routing the call to agents with selectively lower proficiency levels when agents having higher proficiency levels are not available to receive the call.

16. A method according to claim 15, further comprising the step of holding a call in queue a predetermined period of time in order to obtain an agent with the highest proficiency level before touting the call to an agent having a lower proficiency level.

17. A method according to claim 14, further comprising the step of establishing a proficiency level for a skill that will allow routing to an agent only when a call is in queue.

18. A method according to claim 14, further comprising the steps of:

receiving a call within a call center switch from a public switched telephone network (PSTN);

routing the call to a call center Interactive Voice Response (IVR) server that is integrally functional with an ACD server; and

querying the caller to input a requested type for service.

19. A method according to claim 18, further comprising the step of routing the call back to the call center switch, matching the requested type of service to an agent and transferring the call to the agent.

20. A method of routing calls to individual agents within a call center system comprising the steps of:

establishing the skills that will be available within the call center by inputting skills data, including a listing of skills and proficiency levels for each skill, via an automatic call distributor (ACD) manager;

setting up agents that are used within the call center by listing each agent within the call center by listing each agent within the ACD manager and selectively mapping skills to each individual agent via the ACD manager and corresponding to what types of skills the agent possesses;

selecting a predetermined proficiency level for each skill that has been mapped to an agent;

receiving a call within the call center;

prioritizing the call based on one of at least number dialed (DNIS), number dialed from (ANI), and length of time a call is in queue;

determining a requested type of service for the prioritized call to determine what skills are required for answering the call;

routing the call to an agent that has the highest proficiency level for the skills required for answering the call based on the requested type of service; and

routing the call to another call center when the call has been in queue more than a predetermined period of time.

21. A call center system that routes calls to individual agents within a call center comprising;

a call center switch that receives incoming calls from a caller a plurality of agents that receive routed calls, said agents being grouped by skills, wherein each agent is assigned a proficiency level for each skill;

an interactive voice response (IVR) server that is operatively connected to the switch for receiving the call from the call center switch and soliciting information from a caller to determine a requested type of service and what agent skills are required for handling the call; and

an automatic call distributor (ACD) server that is functionally integrated with the IVR server for routing an incoming call to an agent that has the highest proficiency level for the skills required for answering the call based on the requested type of service, and operative to hold calls in queue a predetermined period of time in order to obtain an agent with the highest proficiency level before routing the call to an agent having a lower proficiency level.

22. A call center system according to claim 21, wherein said ACD server routes the call to an agent with selectively lower proficiency levels when agents having higher proficiency levels are not available to receive the call.

23. A call center system according to claim 21, wherein said ACD server is operative to route a call to an agent having a predetermined proficiency level only when a call is held in queue.

24. A call center system that routes calls to individual agents within a call center comprising:

a call center switch that receives incoming calls from a caller;

a plurality of agents that receive routed calls, said agents being grouped by skills, wherein each agent is assigned a proficiency level for each skill;

a processor that is operatively connected to the switch for receiving the call from the call center switch and determining a requested type of service and what agent skills are required for handling the call;

an automatic call distributor (ACD) server for routing an incoming call to an agent that has the highest proficiency level for the skills required for answering the call based on the requested type of service, and operative to hold calls in queue a predetermined period of time in order to obtain an agent with the highest proficiency level before routing the call to an agent having a lower proficiency level; and

at least one processor for operating an ACD manager having a graphical user interface where a user can input information relating to the setup of stations, call center hours of operation, skills, DNIS, and agents.

25. A call center according to claim 24, wherein said processor for determining a requested type of service comprises an interactive voice response (IVR) server that is functionally integrated with said ACD server.

26. A call center system according to claim 24, wherein said graphical user interface of said ACD manager further comprises a setup skills window for entering a listing of skills, DNIS numbers for a skill, and agents that have a selected skill.

27. A call center system according to claim 24, wherein said graphical user interface of said ACD manager further comprises a setup agents window where available skills can be selected to have desired proficiency levels before routing to an agent.

28. A call center system according to claim 24, wherein said graphical user interface of said ACD manager further comprises a setup stations window for inputting agents to node names, circuits, and extensions.

29. A call center system according to claim 24, wherein said graphical user interface of said ACD manager further comprises a call center hours of operation window for establishing call center hours of operation.

30. A call center system according to claim 24, wherein said ACD server routes the call to agents with selectively lower proficiency levels when agents having higher proficiency levels are not available to receive the call.

31. A call center system according to claim 24, wherein said ACD server is operative to route a call to an agent having a predetermined proficiency level only when a call is held in queue.

32. A method of routing calls to individual agents within a call center comprising the steps of:

establishing the skills that will be available within the call center by inputting skills data, including a listing of skills and proficiency levels for each skill, via an automatic call distributor (ACD) manager;

setting up agents that are used within the call center by listing each agent within the ACD manager and selectively mapping skills to each individual agent via the ACD manager and corresponding to what types of skills the agent possesses;

receiving a call within the call center;

determining a requested type of service for the call to determine what skills are required for answering the call;

routing the call to an agent that has the highest proficiency level for the skills required for answering the call based on the requested type of service;

routing the call to an agent having a lower proficiency level in the event that an agent with the highest proficiency level for the skills required is not available to receive the call; and

holding a call in queue a predetermined period of time in order to obtain an agent with the highest proficiency level before routing the call to an agent having a lower proficiency level.

33. A method of routing calls to individual agents within a call center system comprising the steps of:

establishing the skills that will be available within the call center by inputting skills data, including a listing of skills and proficiency levels for each agent, via an automatic call distributor (ACD) manager;

setting up agents that are used within the call center by listing each agent within the ACD manager and selectively mapping skills to each individual agent via the ACD manager and corresponding to what types of skills the agent possesses;

receiving a call within a call center interactive voice response (IVR) server that is integrally functional with an ACD server and soliciting responses from the caller to determine a requested type of service and what skills are required for answering the call;

routing the call to an agent that has the highest proficiency level for the skills required for answering the call based on the requested type of service;

in the event that the agent that has the highest proficiency level is not available to receive the call, routing the call to agents with selectively lower proficiency levels; and

holding a call in queue a predetermined period of time in order to obtain an agent with the highest proficiency level before routing the call to an agent having a lower proficiency level.

34. A method of routing calls to individual agents within a call center system comprising the steps of:

establishing the skills that will be available within the call center by inputting skills data, including a listing of skills and proficiency levels for each agent, via an automatic call distributor (ACD) manager;

setting up agents that are used within the call center by listing each agent within the ACD manager and selectively mapping skills to each individual agent via the ACD manager and corresponding to what types of skills the agent possesses;

receiving a call within a call center interactive voice response (IVR) server that is integrally functional with an ACD server and soliciting responses from the caller to determine a requested type of service and what skills are required for answering the call;

routing the call to an agent that has the highest proficiency level for the skills required for answering the call based on the requested type of service;

in the event that the agent that has the highest proficiency level is not available to receive the call, routing the call to agents with selectively lower proficiency levels; and

routing the call to another call center when the call has been in queue more than a predetermined period of time.

FIELD OF THE INVENTION

This invention relates to the field of call centers, and more particularly, this invention relates to the field of call centers having automatic call distributors and interactive voice response units.

BACKGROUND OF THE INVENTION

Calls centers that use digital switching systems have become commonplace in businesses and institutions throughout the United States and the world. Often these call systems use separate and functionally different automatic call distributor (ACD) servers and interactive voice response (IVR) servers. The ACD allows routing of calls received via a switch to a plurality of different agents, depending on the predetermined standards defined by the call center system. Examples of these standards include routing based on DNIS or ANI. Some call center systems also have skills based routing on a limited scale.

In these prior art call centers, the IVR script is separately established under one control system, generally run on a processor that is operative and associated with the IVR server. On the other hand, ACD operation is scripted and controlled via a computer and processor that are associated with the ACD, but separate from any association with the IVR server. This is a complicated prior art system, and the lack of integration among any ACD and IVR servers and components makes for complicated call center administration. Additionally, the lack of functional integration among the ACD and IVR components, especially with scripting functions, makes call center set up time consuming, and makes real time reporting of call center operation and agent efficiency difficult. Also, this type of prior art call center system makes agent evaluation and call center evaluation less reliable.

In some prior art call center systems, the user sets up call routing first, and then pushes skills into the call routing. This type of routing and associated scripting is inefficient. Also, many call center systems use proprietary report generation software packages having different prepackaged report templates that cannot be customized with standard office products, such as commercially available SQL or other database products. "Snap shot" reports are thus not available or reliable enough to evaluate a call center performance in any complicated call center system using IVR and ACD servers. Thus, these call center systems are not dynamic, and do not effectively provide service to customers and callers. They also do not respond quickly to changing conditions in a manner to allow adequate real time report generation and the control and tracking of calls within the call center, whether in queue or being responded to by an agent. Any custom applications also are not readily exchangeable across different platforms and are not scalable for different solutions and thus, cannot meet diverse current and future call center demands.

SUMMARY OF THE INVENTION

It is therefore an object of the present invention to provide a method and system for routing calls to individual agents within a call center that not only allows skills routing, but also allows routing to agents having particular skills and proficiencies.

In accordance with the present invention, a method of the present invention routes calls to individual agents within a call center. The method comprises the step of establishing the skills that will be available within the call center by inputting skills data, including a listing of skills and proficiency levels for each skill, via an automatic call distributor (ACD) manager having graphical user interface (GUI). Agents are set up and are used within the call center. The set up occurs by listing each agent via the ACD manager and selectively mapping skills to each individual agent and corresponding to what types of skills the agent possesses. A call is then received within the call center. A requested type of service is determined for the call to determine what skills are required for answering the call. The call is routed to an agent that has the highest proficiency level for the skills required for answering the call based on the requested type of service.

Calls are then routed to an agent having a lower proficiency level in the event that an agent with the highest proficiency level for the skills required is not available to receive the call. A call can be routed to agents with selectively lower proficiency levels when agents having higher proficiency levels are not available to receive the call. A call can be held in queue a predetermined period of time in order to obtain an agent with the highest proficiency level before routing the call to an agent having a lower proficiency level. A proficiency level can be established for a skill that will allow routing to an agent only when a call is in queue.

In another aspect of the present invention, a call can be received within the call center switch from a public switched telephone network (PSTN) and the call is routed to a call center interactive voice response (IVR) server. The caller is queried to input a requested type of service. The call can also be routed back to the call center switch where the requested type of service can be matched to an agent and the call transferred to the agent. In still another aspect of the present invention, the call can be routed to another call center when the call has been in queue more than a predetermined period of time. A call can be prioritized based on one of at least number dialed (DNIS), number dialed from (ANI), and length of time a call is in queue. The call center system is also disclosed and includes a call center switch that receives incoming calls from a caller. A plurality of agents receives the routed calls where the agents are grouped by skills and each agent assigned a proficiency level for each skill. A processor is operatively connected to the switch for receiving the call from the call center switch and determining a requested type of service and what agent skills are required for handling the call. An automatic call distributor (ACD) routes an incoming call to an agent that has the highest proficiency level for the skills required for answering the call based on the requested type of service. At least one processor loads the graphical user interface of the ACD manager where a user can input information relating to the set up of stations, call center hours of operation, skills, DNIS and agents.

BRIEF DESCRIPTION OF THE DRAWINGS

Other objects, features and advantages of the present invention will become apparent from the detailed description of the invention which follows, when considered in light of the accompanying drawings in which:

FIG. 1 is an overall block diagram of the call center system of the present invention, a switching platform, public switched telephone network and a customer calling into the call center system.

FIG. 2 is a portion of an open window showing the script construction editor that is used for scripting IVR functions and ACD functions and examples of advanced action icons.

FIG. 3 is a block diagram of a switched database showing a call processing overview.

FIG. 4 is a block diagram illustrating the switch and call center system where boards are inserted within the shelves and slots of a switch for a T1 trunk or analog line unit.

FIG. 5 is a table showing an example of a route requesting configuration that can be used in the present invention.

FIG. 6 is a table showing an example of a system device configuration that can be used in the present invention.

FIG. 7 is a table showing an example of a system logical device configuration that can be used in the present invention.

FIG. 8 is an example of an HIL message format for serial communication that can be used in the present invention.

FIG. 9 is an example of an open LAN HIL message format that can be used in the present invention.

FIG. 10 is a block diagram of the HIL signal circuits and the relation between the switch and call center system of the present invention.

FIG. 11 is a table illustrating an example of various parameters used for HIL stations of the present invention.

FIG. 12 is a table showing various facility numbers and trunk going numbers, outpost commands and outgoing COS numbers that could be used with the present invention.

FIG. 13 is another example of the construction editor showing various standard icons and the script display having connected icons for an IVR and ACD script.

FIG. 14 shows an open window for set up skills used in the ACD manager.

FIG. 15 shows an open window for the ACD Server Administrator application.

FIG. 16 shows an open window having greater details of the ACD server administrator application.

FIG. 17 shows an open window used for configuring the ACD server.

FIG. 18 shows an open window for advanced settings for the ACD server administrator application.

FIG. 19 shows the window reporting memory usage when the usage tab on the ACD server administrator application window is clicked.

FIG. 19A illustrates an open window for the administrator application where the IVR server is selected for configuring the IVR.

FIG. 19B illustrates an open window for configuring the IVR lines.

FIG. 19C illustrates an open window for the number of lines available on the IVR server.

FIG. 19D illustrates an open window for configuring IVR advanced properties.

FIG. 19E illustrates an open window that is opened by the monitor tab for monitoring the status of each line in the call system center.

FIG. 20 illustrates the toolbar for the ACD manager interface.

FIG. 21 illustrates a set of station window when the station's button is pushed on the toolbar of the ACD manager.

FIG. 22 illustrates details of a window used for a holiday schedule.

FIG. 23 illustrates a window for open/closed routing schedules of the DNIS.

FIG. 24 illustrates an opening and saving of route schedules open window obtained by the file menu of FIG. 23.

FIG. 25 illustrates a window used for opening existing route schedules and entering data.

FIG. 26 illustrates a window for entering a schedule for a day of week.

FIG. 27 illustrates a window for closing time.

FIG. 28 illustrates a window for finishing data entry.

FIG. 29 illustrates a window for entering holiday hours.

FIG. 30 illustrates a window for entering logical expressions through an advanced formula editor.

FIG. 31 illustrates a setup skills window for entering skills of agents.

FIG. 32 illustrates a window for entering new skills that can later be assigned to one or more agents.

FIG. 33 illustrates a setup window for call disposition tracking.

FIG. 34 illustrates a setup window for configuring a DNIS for in-bound calls and assigning it to a skill.

FIG. 35 illustrates a window for entering a DNIS name and skill for a DNIS.

FIG. 36 illustrates a window for setting up routing properties of a DNIS.

FIG. 37 illustrates a setup window for adding and removing teams.

FIG. 38 illustrates a window