Note: Descriptions are shown in the official language in which they were submitted.
BACKGRQUND OF THE INVENTION
The present invention relates to automatic calls
distributors in a telephone system.
In the past, automat~.c call distributors (ACD) have
been known to route calls to a number of agents in a
telephone system. In such call distributors, the telephone
system recognised application calls originating from the
outside which are directed to any one of a plurality at
agents an a basis when the agents are most available, and
position calls which are made directly to a particular
agent. However, na distinction has been made between
position calls to the particular agent which originated
outside the l~CD' and position calls which originated inside
the AcD.
In todays compleac business environment, it is
important not only to support the standard ACD features
and Service Representative selection, but to also be able
to set features based on individual capabilities and job
assignments of the agents. In many cases, highly trained
a
professionals are now manning the ACD positions. Thus, it
is essential that this individual be able to choose which
incoming call type (application call, external position
calls, or internal position calls) that they are going to
handle first.
SUMMERY OF THE INVENTION
A feature of the present invention is t he provision
of an improved automatic call distributor with an agent
controlled call connection
The distributor of the present invention comprises,
means for routing an application telephone call to an
available agent, means for routing an exterior position
call directly to a particular agent, and means for routing
an interior position call directly to a particular agent.
A feature of the present invention is the provision
of means for indicating the type of calls being received
by the particular agent.
Yet another feature of the invention is the provision
of means far connecting the desired indicated call to the
particular agent.
~'hus, a featlire of the invention is that the
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distributor distributes the calls in an improved manner.
Another Feature of the invention is that the
particular agent may handle the calls in a deFired
priority allowing the agent to match their specialized
characteristics with the call delivered.
A further feature of the invention is that the agent
may select the application, exterior position, and
internal position calls for handling by this agent.
Another feature of the invention is that the
distributor transfers application calls from one agent to
anather agent responsive to the application call being
unanswered within a predetermined period of time.
Still another feature of the invention is that the
indicating means comprises a display.
xet another feature of the invention is that the
display indicates the type of call being received and the
number of calls of each type.
Still another feature of the invention i0 that the
indicating means may compris~ means for supplying an audio
signal respAnsive to a call.
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CA 02103853 2002-10-24
A further feature of the invention is the provision
of means for forwarding the exterior position and interior
position calls from one agent to another agent.
Another feature of the invention is that the exterior
and interior position calls may be placed in a waiting
line for handling by the particular agent.
Further features will become more fully apparent in
the following description of the embodiments of this
invention, and from the appended claims.
Accordingly, the present invention seeks to provide an
agent controlled automatic call distributor, comprising:
means for placing application telephone calls on a waiting
line associated with a particular agent:
means for placing exterior position telephone calls on a
waiting line associated with the particular agent
means for placing interior position telephone calls on a
waiting line associated with the particular agent
means for visually displaying to the particular agent each
type of call and the number of calls of each type waiting to
be served by the particular agents and
means for enabling the particular agent to select one of the
calls to be connected to the particular agent.
CA 02103853 2002-10-24
DESCRIPTION OF THE DRAWINGS
In the drawings:
Fig. 1 is a block diagram of a computer for use in an
automatic call distributor of the present invention; and
Fig. 2 is a block diagram of the automatic call
distributor of the invention.
DESCRIPTION OF THE PREFERRED EMBODIMENTS
Referring now to Fig. l, there is shown a computer or
Central Processing Unit (CPU) generally designated 10 for
an Automatic Call Distributor (ACD) generally designated
5A
~r.~.. e)
12 in a telephone system generally designated 14. The CPU
or computer 10 has a Random Access Memory (RANT) and a Read
Only Memory (ROM), and a suitable program is filled into
the memory of the computer 10 in order to control the ACD.
The CPU may have a suitable display 15 for monitoring
various calls in th a telephone system 14, and a keyboard
17 for entering information into the computer 10.
With reference to Fig. 2, the ACD has an application
16 to receive and direct application or general incall
calls 22 originating outside the ACD or inside from the
telephone 23 to a plurality of agent groups 18, with the
agent groups 18 further directing the application calls to
a plurality of agents 20 corresponding to each of the
agent groups 18. Tn the usual form, the application calls
16 are directed to the longest available agent 20 who is
idle to handle the call, and the application calls 16 are
also placed in a waiting line for handling far a
particular agent until such time at which the agent 20 may
handle the call, or the call may be transferred to a
longest available agent 20 if the application call 16 as
not answered in to predetermined period of time.
In addition, the telephone system 14 and ACD 12 may
handle exterior position calls or direct inward dial calls
(DID) 2~ which ariginate from outside the ACD :2, and
which are directed to a particular agent 20 handling the
calls. The ACn 12 also handles interior position calls 26
which originate from one agent 20 within the F1CD 12 to the
particular agent 20. ~'hus, any agent 20 may receive an
application call 22, an exterior position call 24, or an
interior position call 26. Such calls are received and
routed by the ACD 12 to the particular agent. The agents
20 may each have a control console ~0 having a keyboard 42
and suitable display ~4 for inputing data and displaying
information to and from the computer 10 in connection with
the various types of calls.
In accordance with the present invention, the
computer 10 displays the type of calls, i.e., application
exterior position and interior position calls, received by
the particular agent 20 on the display 44 of the agent's
associated console 4U. In addition, the computer 10 also
dirsplaye the number of each of the type of calls on the
display 44. The agent 20 may then select the type of call
which is desired for handling by pressing a suitable key
on the keyboard ~2, and the selected call is them
connected to the agent 20. The exterior position and
interior position calls are also placed in a waiting line
such that the agent 20 may answer these calls
sequentially. In an r3lternative form, the computer 10 may
sound a 6uitable audio device 46 to indicate this
information to the agent 20.
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The computer 10 may also be selected to forward the
exterior position calls 24 and interior position calls 26
from the particular agent 20 to another agent 20. Tn this
manner, the particular agent 20 may forward these calls
when the particular agent 20 is unavailable, such as when
the particular agent 20 is no longer on duty.
Thus, in accordance with the present invention, the
telephone system 1U provides an indication of the types of
calls being received by the agents 20, and permits the
agents to select the particular calls. In this manner, the
ACD operates in an improved and efficient manner while
distributing the calls.
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.
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