WO2001001661A1

WO2001001661A1 - Call distribution system and method for communicating both voice and real time media

Info

Publication number: WO2001001661A1
Application number: PCT/US2000/017513
Authority: WO
Inventors: Jason Andersson
Original assignee: Ericsson Inc
Current assignee: Ericsson Inc
Priority date: 1999-06-25
Filing date: 2000-06-23
Publication date: 2001-01-04
Anticipated expiration: 2001-12-25
Also published as: AU5766900A

Abstract

An integrated system (1) and method is disclosed for handling connections for communicating voice and real time media. The system includes a call distribution center (3) for receiving a telephone call (4), such as an incoming voice telephone call, determining the needs associated with the telephone call, determining the capabilities which are necessary for an agent (5) to possess in order to sufficiently respond to the determined needs, identifying an agent (5) having the necessary capabilities, and routing the telephone call (4) to the identified agent (5). In the event a customer requests that a connection be established for communicating real time media therewith, a telephone call is generated internally to the system for reception by the call distribution center (3). The call distribution center routes the internally (6) generated telephone call (4) to an available agent (5) who is capable of providing a connection for communicating the requested real time media. The agent thereupon establishes a connection with the customer for communicating the requested real time media therewith.

Description

CALL DISTRIBUTION SYSTEM AND METHOD FOR COMMUNICATING BOTH VOICE AND REAL TIME MEDIA

BACKGROUND OF THE INVENTION

5 Technical Field of the Invention

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.

10 Background and Objects of the Invention

In order to effectively handle incoming telephone calls from callers having varying needs, many companies now employ call distribution systems. 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

15 of an agent to suitably serve the caller, identify those agents who possess the necessary skills and skill levels to serve the caller and route the caller to an identified agent who is available to serve the caller. Existing call distribution systems, however, are limited in that only incoming voice telephone calls are serviced thereby. Customers wishing to communicate in a format other than through a voice connection and/or wishing to receive information of a type other than voice data are unable to utilize the capabilities that conventional call distribution systems offer.

Today, business entities are increasingly required to provide information to their customers or prospective customers having any of a variety of different forms. For example, companies may find it necessary to provide connections for communicating real time media in addition to providing conventional voice telephone connections. Establishing a connection or contact for providing real time media, such as video, Internet chat and radio, has previously been handled manually. Manually establishing a connection to a client for presenting real time media thereto suffers from increased delay to establish the connection and increased costs for the service provider. Consequently, there exists a need for efficiently providing voice and various real time media connections to a customer.

It is an object of the present invention to provide an integrated call distribution system which is capable of communicating both voice and real time media. Another object of the present invention is to provide a call distribution system which is capable of effectively routing requests for voice information and for real time media to a suitably skilled agent.

It is another object of the present invention to provide such a call distribution system which accurately monitors agent activity for optimally handling customer requests. SUMMARY OF THE INVENTION

The present invention overcomes the shortcomings in existing call distribution systems and satisfies a significant need for an integrated communications system and method for handling connections for providing voice and other media, such as real time media. In order to suitably handle connections for providing real time media to a customer, 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.

BRIEF DESCRIPTION OF THE DRAWINGS

A more complete understanding of the system and method of the present invention may be obtained by reference to the following Detailed Description when taken in conjunction with the accompanying Drawings wherein:

Figure 1 is a block diagram of the call distribution system according to the present invention; and

Figure 2 is flow chart illustrating the operation of the present invention in handling a request to communicate real time media.

DETAILED DESCRIPTION OF THE PREFERRED EXEMPLARY EMBODIMENT

The present invention will now be described more fully hereinafter with reference to the accompanying drawings in which a preferred embodiment of the invention is shown. This invention may, however, be embodied in many different forms and should not be construed as being limited to the embodiment set forth herein. Rather, the embodiment is provided so that this disclosure will be thorough and complete, and will fully convey the scope of the invention to those skilled in the art.

Referring to Figure 1, there is shown a 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.

Specifically, 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. For example, 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. Alternatively, 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. Processor

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.

As stated above, a customer may activate customer application 2 in order to communicate real time media therewith, such as video, radio or Internet chat media. According to the present invention, 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.

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. Upon activation of the "call back" feature by the customer, 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).

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. In the preferred embodiment of the present invention, 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.

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. Consequently, in order to effectively monitor the activity and/or availability of an agent 5 who is assigned to establish a 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. In a preferred embodiment of the present invention, 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. Upon the termination of the real time media connection established by agent 5, the routed telephone call is terminated. In one preferred embodiment of the present invention, 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.

The operation of the present invention in establishing a connection for communicating real time media thereover with a customer will be described with reference to Figure 2. A customer wishing to communicate real time media with communications system 1 activates a "call back" feature using customer application 2 at step 20. For example, the customer may wish to receive video or radio signals from communications system 1 or participate in an Internet chat session using communications system 1. 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.

Similar to the handling of incoming voice telephone calls, 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.

It is understood that in a communications system in which agents 5 are organized into various distribution groups according to agent capabilities, 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.

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. Upon completion of the real time media session with the customer, 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. Following termination of the real time media connection, 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

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.

The invention being thus described, it will be obvious that the same may be varied in many ways. Such variations are not to be regarded as a departure from the spirit and scope of the invention, and all such modifications as would be obvious to one skilled in the art are intended to be included within the scope of the following claims.

Claims

WHAT IS CLAIMED IS:

1. A method of providing real time data to a customer, comprising the steps of: receiving a request from the customer for providing a connection with the customer for communicating real time data; identifying information relating to the request; generating a telephone call towards a switch in response to the step of receiving a request; identifying an agent for serving the customer based upon the identified information relating to the request; routing the telephone call from the switch to the identified agent; and establishing a connection with the customer by the identified agent in response to receiving the routed telephone call.

2. The method of claim 1, further comprising the step of: communicating real time data with the customer over the established connection.

3. The method of claim 2, further comprising the steps of: receiving an indication from the customer to terminate the established connection; terminating the established connection in response to the step of receiving an indication; and

indicating the availability of the agent.

4. The method of claim 3, wherein the step of indicating the availability of the agent comprises the step of: terminating the connection to the routed telephone call by the agent following the step of terminating the established connection.

5. The method of claim 1 , wherein: the step of establishing a connection substantially automatically establishes the connection with the customer.

6. The method of claim 1 , wherein: the information relating to the request identified in the step of identifying information includes the type of real time data requested by the customer.

7. The method of claim 6, wherein: the identified agent is identified based upon capabilities of the agent to provide the type of real time media requested by the customer.

8. The method of claim 1 , wherein: the information relating to the request identified in the step of identifying information includes the IP address of the customer.

9. The method of claim 1, wherein the step of identifying an agent comprises the step of: determining whether an agent is available to provide the connection for communicating real time media.

10. The method of claim 1, further comprising the step of: remaining connected to the routed telephone call by the identified agent throughout the time the established connection with the customer remains connected.

11. The method of claim 10, further comprising the step of: remotely monitoring the connection between the routed telephone call and the identified agent.

12. The method of claim 1, further comprising the step of: monitoring the amount of time the established connection remains established.

13. A communications system for providing real time media to a customer, comprising: a first application for sending an instruction to establish a connection for communicating real time media in response to a request by a customer; an internal device for receiving the instruction and generating a telephone call within the communications system in response to the instruction; a call distribution center for receiving the generated telephone call and routing the telephone call to an agent based upon the instruction received by the internal device; and a second application, controlled by the agent, for establishing the connection with the customer based upon the instruction received by the internal device.

14. The communications system of claim 13, wherein: the second application communicates real time media with the customer.

15. The communications system of claim 13, wherein: the call distribution center selects the agent from a pool of agents based upon the instruction received by the internal device.

16. The communications system of claim 15, wherein: the call distribution center selects the agent based upon the capabilities thereof.

17. The communications system of claim 16, wherein: the distribution group selects the agent based upon the capabilities of the agent to communicate the type of real time media requested by the customer.

18. The communications system of claim 13, wherein: the first application performs a call back function in response to a request to communicate real time media with the communications system.

19. The communications system of claim 13, wherein: the second application terminates the established connection and terminates the generated telephone call in response to an indication from the customer.

20. The communications system of claim 13, wherein: the generated telephone call remains connected to the agent until the established connection with the customer is terminated.

21. The communications system of claim 13, wherein: the communications system is capable of routing an incoming voice telephone call to the agent.

22. The communications system of claim 13, wherein: agents associated with the communications system are grouped according to agent capabilities; and the generated telephone call is routed to one of the agent groups based upon the instruction received by the internal device.

23. The communications system of claim 13, further comprising: a means for monitoring the termination of the routed telephone call.

24. A system for communicating media of a plurality of distinct types, the system including a plurality of agents associated therewith, comprising: a receiving device for receiving a request for communicating real time information with a customer and generating a telephone call based upon the request; and a call center for receiving the telephone call generated by the receiving device, identifying an agent capable of establishing a connection with the customer for communicating the requested real time information, and routing the telephone call generated by the receiving device to the identified agent.

25. The system of claim 24, further comprising: an application, operated by the identified agent, for establishing the connection with the customer for communicating the requested real time information, in response to the identified agent receiving the telephone call routed by the call center.

26. The system of claim 25, wherein: the application automatically establishes the connection with the customer.

27. The system of claim 25, wherein: the identified agent remains connected to the telephone call routed by the call center while the established connection with the customer is maintained.

28. The system of claim 25, wherein: the telephone call routed by the call center is terminated by the agent following termination of the established connection with the customer.

29. The system of claim 24, wherein: the call center includes a means for receiving incoming voice telephone calls and selectively routing the received incoming voice telephone calls to the agent.