Note: Descriptions are shown in the official language in which they were submitted.
CA 02242092 1998-07-02
WO 98125386 PCT/CA97100890
SYSTEM CONNECTING REMOTE AGENTS OVER
STANDARD TELEPHONE LINES
s
1 a BACKGROUND OF THE INVENTION
The present invention relates generally to a call management system and more
particularly to a network in which remote agents connect over standard
telephone lines
to service customer calls.
Many businesses use agents or operators to service customers by telephone.
15 These businesses often employ several agents connected to an Automatic Call
Distribution (ACD) system, such as a Meridian~ ACD manufactured by Northern
Telecom, Ltd., to handle multiple calls simultaneously. The call center
technology
distributes the calls (usually dialed with a toll free number) to the agents.
There are three principal types of call center technology: standalone ACDs,
2 0 ACDs integrated with a Private Branch Exchange (PBX), and central office
based
ACDs. The most commonly used type is the ACD integrated with a PBX.
Conventional call centers require agents to have a direct Line connection to a
local ACD. The ACD handles the routing of calls to the agents and provides
management and reporting functions. The direct line connection limited,
however, the
2 5 distance from the local ACD agents could locate.
CA 02242092 1998-07-02
WO 98/25386 PCT/CA97/00890
Because many businesses want to be able to locate their agents at various
locations, even ones remote from an ACD, some conventional call centers have
technology to allow remote access. These conventional call centers require, in
addition to a voice path, a data path to exist between the remote agent's
location and
the local ACD to report status changes, such as logging on, logging off, and
agent
availability.
Some call centers use an Integrated Services Digital Network (ISDN) line as
the data path from the local ACD to the remote agent's location, while others
use a
second standard telephone line as the data path. Still other centers use
special
circuitry to permanently monitor dual tone mufti-frequency (DTMF) tones on a
standard telephone line of the remote agent. This special circuitry
effectively provides
the data path to the local ACD through which the remote agent reports status
changes.
To provide this reporting functionality, these conventional call centers add
significant costs to the remote agent function by requiring an additional data
path or
special circuitry. Additionally, establishing the data path from the remote
agent
location to a local, centralized ACD can be complex and difficult to achieve,
further
limiting the economic viability of the remote agent concept.
SUMMARY OF THE INVENTION
2 0 The present invention addresses this problem by permitting remote agents
to
connect to a standard local switch over a standard telephone line, thereby
eliminating
the requirement for an additional data path, special circuitry, or a
connection to a local
ACD.
CA 02242092 2002-12-19
77851-18
2a
In one aspect there is provided a method of
servicing calls by a network call center having a network
switch connected to an Automatic Call Distribution (ACD)
server, the network call center connecting to at least one
of a plurality of agent terminals via at least one of a
plurality of local agent switches without ACD functionality
and a telephone network only over a first standard telephone
line, the method comprising: receiving, at the network-
switch, a log-in request from the one agent terminal over
the first standard telephone line via the one local agent
switch and the telephone network; interacting with the one
agent terminal using telephone signaling over the first
standard telephone line to service the log-in request;
receiving, at the network switch, a call requesting service
from a customer terminal over a second standard telephone
line via a local customer switch and the telephone network;
determining, by the ACD server, the one agent terminal to
service the call based on a data session between the network
switch and the ACD server; establishing a connection between
the customer terminal and the one agent terminal; dropping
the connection to the customer terminal when the customer
terminal terminates the call; and maintaining the connection
to the one agent terminal, after dropping the connection to
the customer terminal, to permit the one agent terminal to
perform post-call work.
According to another aspect there is provided a
network call center that processes calls in a telephone
network having a plurality of customer terminals coupled to
a plurality of local customer switches and a plurality of
agent terminals coupled to a plurality of local agent
switches, the network call center connecting to at least one
of the agent terminals via at least one of the local agent
switches without Automatic Call Distribution (ACD)
CA 02242092 2002-12-19
77851-18
2b
functionality and the telephone network only over a first
standard telephone line and at least one of the customer
terminals connecting to at least one of the local customer
switches that has no ACD functionality over a second
standard telephone line, the network call center comprising:
an interactive voice response unit that interacts with the
at least one agent terminal using telephone signaling over
the first standard telephone line to gather information
regarding a status of the at least one agent terminal; a
high level switch that receives a call requesting service
from one of the customer terminals over the second standard
telephone line via one of the local customer switches, that
routes the call to one of the agent terminals to establish a
connection from the one customer terminal to the one agent
terminal, and that drops the connection to the one customer
terminal while maintaining the connection to the one agent
terminal when the one customer terminal terminates the call;
and an ACD server that determines the one agent terminal to
service the call based on a data session between the high
level switch and the ACD server, and that controls the high
level switch to route the call to the one agent terminal.
CA 02242092 1998-07-02
WO 98125386 PCTICA97100890
In accordance with the purpose of the invention as embodied and broadly
described herein, the call servicing system according to the principles of the
present
invention facilitates the servicing of customer calls by service agents. The
call
servicing system includes local customer switches, local agents switches, a
network
switch, and an Automatic Call Distribution (ACD) server.
The local customer switches direct calls to and from the customers and the
local agent switches direct calls to and from the service agents. Remote
service agents
connect to the local agent switches using a single standard telephone line.
The
network receives a call from one of the customers, detects information from
the
customer call, and routes the customer call to a remote service agent over the
single
standard telephone line. The ACD server receives the detected information from
the
network switch, determines that the remote service agent can service the
customer
call, and controls the network switch to route the customer call to the remote
service
agent over the single standard telephone line.
BRIEF DESCRIPTION OF THE DRAWINGS
The accompanying drawings, which are incorporated in and constitute a part of
this specification, illustrate an embodiment of the invention and, together
with the
description, explain the objects, advantages and principles of the invention.
In the
2 0 drawings,
Fig. 1 is a diagram of a communications network consistent with the principles
of the present invention;
Fig. 2 is a diagram of the components comprising the ACD Server of Fig. 1;
3
CA 02242092 1998-07-02
WO 98/25386 PCT/CA97/00890
Fig. 3 is a flowchart of the agent log-on activity consistent with the
principles
of the present invention;
Fig. 4 is a flowchart of the agent availability and call flow activities
consistera
with the principles of the present invention;
Fig. 5 is a flowchart of the agent service activity consistent with the
principles
of the present invention;
Figs. 6A and 6B contain a flowchart of the agent unavailability and log-off
activities consistent with the principles of the present invention;
Fig. 7 is a diagram of a modified communications network consistent with they
1 o principles of the present invention; and
Fig. 8 is a diagram of another modified communications network consistent
with the principles of the present invention.
DETAINED DESCRIPTION OF THE PREFERRED EMBODIMENTS
The following detailed description of the invention refers to the
accompanying;
drawings. The same reference numbers identify the same or similar elements.
The description includes exemplary embodiments, other embodiments are
possible, and changes may be made to the embodiments described without
departing
from the spirit and scope of the invention. The following detailed description
does
2 0 not limit the invention. Instead, the scope of the invention is defined
only by the
appended claims.
Systems and methods consistent with the principles of the present invention
facilitate remote agent servicing by permitting a remote agent at any physical
location
4
CA 02242092 1998-07-02
WO 98/25386 PCT/CA97/00890
to service customer calls through a standard local switch using a standard
telephone
line.
I. Network Elements.
Fig. 1 is a block diagram of a communications network consistent with the
principles of the present invention. Network Call Center (NCC) 1100 connects
customer 1200 to agent 1300 of a virtual team of agents. A single customer and
a
single agent have been shown for simplicity. The present invention does not
require
any specific number of customers and agents, but encompasses any number of
customers and agents connected to any switch in the network.
1 o Customer 1200 uses a conventional telephone 1210 to communicate with an
agent in a virtual agent team through NCC 1100 using the public network, such
as the
Public Switched Telephone Network (PSTN). Switch 1220 is a standard PBX or
Class 5 telephone switch, and connects customer 1200 to NCC 1100 over a
standard
telephone line.
To service customer calls, agent 1300 may use a number of different telephone
line terminals, such as a standard telephone (not shown) or computer 1310 with
a
telephony card installed. Agent computer 1310 connects over a standard
telephone
line to NCC 1100 via switch 1320 and the PSTN. Switch 1320 is a standard PBX
or
Class 5 switch without ACD functionality.
2 0 NCC 1100 controls the routing of calls from customer 1200 to agent 1300.
Fig. 1 is a block diagram of the elements of NCC 1100, including High Level
Switch
(HLS) 1 I 10, ACD server 1120, and Interactive Voice Response unit (IVR) 1130.
HLS 1 I 10 is a network switch, such as a DMS Traffic Operator Position
System (TOPS) switch manufactured by Northern Telecom, Ltd. I-iLS 1110 routes
5
CA 02242092 1998-07-02
WO 98125386 PCTICA97/00890
calls from customer 1200 to agent 1300. HLS 11 I O preferably contains an
interface
that facilitates communication with ACD server I 120 to allow ACD server 1120
to
control call routing.
ACD server 1120 includes a computer with an Ethernet or Ethernet-
equivalent data connection to HLS 1110 and IVR 1130. ACD server 1 I20
preferably
includes an IBM-compatible computer executing Windows NTTM, but might include
a
LTNIXTM-capable computer, such as an HP model, the IBM Risc 6000, or any other
equivalent processor.
ACD server 1120 queues customer calls, records information regarding the
l0 availability of agents, controls the routing of calls by HLS 1110 and the
operation of
IVR I 130, and provides Management Information System (MIS) data. ACD server
I 120 also processes network events reported by HLS 1110, and takes
appropriate
action, such as rerouting calls and releasing called trunks due to busy
conditions.
Fig. 2 is a block diagram showing the components of ACD server 1120,
including processing unit 2010, call buffer 2020, and agent buffer 2030.
Processing
unit 2010 tracks agent availability and handles the processing of customer
calls,
including the queuing of such calls in call buffer 2020 and the routing of
these calls to
available agents.
Call buffer 2020 preferably includes several call queues arranged by
2 0 categories, such as by agent team, or by customer call criteria, such as
the desired
language of the customer. The call queues may also contain priority call
queues for
faster service by the agents. A call may be placed in a priority call queue,
for
example, after it has waited in call buffer 2020 longer than a predetermined
period of
time.
6
CA 02242092 1998-07-02
WO 98125386 PCTlCA97/00890
Agent buffer 2030 preferably contains several agent queues. The agent queues
can be arranged, for example, by agent team. Each agent queue contains values
representing idle agents waiting for a call to service. Similar to the call
queues, the
agent queues may contain priority agent queues that are searched first when a
new call
arnves needing service.
The particular queues within call buffer 2020 of calls that an agent services
and the queues within agent buffer 2030 of available agents are predetermined
by the
operating telephone company, on behalf of the call center service provider.
Agents
may need to service multiple queues or just one queue. Agents may also need to
1 o service different queues at different priorities.
Returning to Fig. 1, IVR 1130 includes a computer, such as a personal
computer or a larger mainframe computer, with a voice connection to HLS 1110.
IVR
1130 collects information from the customers to aid ACD server 1120 in
categorizing
the customer calls, storing them in a proper call queue in ACD server 1120,
and
directing them to an appropriate agent. IVR 1130 plays announcements or music
for
the customers while awaiting service in a call queue. IVR 1130 also interacts
with
agents to collect agent status information, such as an agent logging on,
logging off,
and agent availability.
II. Processing,
2 0 Figs. 3-6B are flowcharts illustrating the operation of the network call
center
consistent with the principles of the present invention. Fig. 3 is a flowchart
of the
agent log-on activity that occurs when an agent, such as agent 1300 in Fig. 1,
wants to
service customer calls. Agent 1300 places a standard voice telephone call
using a
predetermined telephone number over a standard telephone line [step 3010). The
CA 02242092 1998-07-02
WO 98125386 PCTICA97/00890
predetermined telephone number is established by the operating telephone
company
on behalf of the call center service provider, is preferably known only to
agents of the
agent team., and notifies NCC 1100 of agent activity.
Agent 1300's call routes to NCC 1100 through switch 1320 and the PSTN.
HLS 1110 receives the call and identifies it as one requiring the services of
ACD
server 1120 based on detection of the predetermined telephone number dialed by
agent 1300 [step 3020]. In response, HLS 1110 sets up a data session between
HLS
1110 and ACD server 1120 over a data path, such as an Ethernet or Ethernet-
equivalent data path [step 3030]. Once HLS 1110 sets up the data session, HLS
1110
l0 passes information about the call to ACD server 1 I20. This information
preferably
includes the calling number and the called number of agent 1300's call.
Using the information supplied by HLS 1110, ACD server 1120 identifies the
call as one in which an agent is attempting to log-in to service customer
caiIs. ACD
server 1120 might make this identification by comparing the calling number to
a
database of agent calling numbers, thus identifying agent 1300 as an agent who
is not
currently logged in.
ACD server 1120 directs HLS 1110 to set up a voice connection between
agent 1300 and IVR 1130 [step 3040]. Once HLS 1110 establishes the voice
connection, ACD server 1120 instructs IVR 1130 to prompt agent 1300 to enter
an
2 0 agent identifier and a password using DTMF digits or speech [step 3050].
ACD
server 1120 verifies the agent identifier and password to ensure that only
authorized
agents are permitted to log in [step 3060). If IVR 1130 uses speech
recognition, then
an additional level of security can be attained by recognizing the speech
patterns of
authorized agents.
8
CA 02242092 1998-07-02
WO 98/25386 PCT/CA97/00890
Based on the agent identifier, ACD server 1120 updates internal records
indicating the skills agent 1300 has and the queues agent 1300 can serve. At
the
completion of the dialogue, agent 1300 hangs up, thereby completing the log-in
process and indicating agent 1300's availability to service customer calls
[step 3070].
Once agent 1300 logs in, agent 1300 awaits a customer call. Fig. 4 is a
flowchart of the agent availability and call flow activities according to the
principles
of the present invention. A customer, such as customer 1200, places a voice
call for a
desired service, such as to make a reservation or to order a product jstep
4010]. To
place the voice call, customer 1200 dials a telephone number, typically a toll
free
1 o number, for the desired service.
Switch 1220 routes customer 1200's call to NCC 1100 through the PSTN.
HLS 1110 receives the call and, from detecting the telephone number customer
1200
dialed, identifies it as a call requiring the services of ACD server 1120
[step 4020].
HLS I 110 then sets up a data session with ACD server 1120 jstep 4030) and
sends
ACD server 1120 call information, including the calling and called telephone
numbers. At this point, ACD server 1120 may desire to collect additional
information
from customer 1200 jstep 4040]. The criteria for collecting additional
information is
preferably preestablished. For example, ACD server 1120 might always desire to
collect additional information or might desire to collect additional
information only
2 0 from customers who have not previously called for the particular service.
If ACD server I 120 desires additional information from customer 1200, ACD
server 1 I20 directs HLS 1110 to set up a voice connection to IVR 1130 [step
4050].
Once HLS 1110 connects customer 1200's call to IVR 1 I30, ACD server 1120
instructs IVR 1130 to prompt customer 1200 for the desired information [step
4060].
9
CA 02242092 1998-07-02
WO 98/25386 PCT/CA97100890
Using this information, ACD server 1120 finds from the agent queues the next
available agent, e.g., agent 1300, that has the necessary skills to service
customer 1200
[step 4070]. Once ACD server 1120 finds the appropriate agent, for our
example,
agent 1300, ACD server 1120 instructs HLS 1110 to connect customer 1200 to
agent
1300 through the PSTN [step 4080].
If ACD server 1120 does not need additional information from customer 1200
[step 4040], ACD server 1120 finds from the agent queues the next available
agent,
again agent 1300, that has the necessary skills to service customer 1200,
given the
information ACD server 1120 has regarding customer 1200 [step 4070]. Once ACD
server 1120 finds agent 1300, ACD server 1 I20 instructs HLS I 110 to connect
customer 1200's call to agent 1300 through the PST'N [step 4080].
When agent 1300 receives customer 1200's call, the agent service activity
shown in the flowchart of Fig. S occurs. Agent 1300 answers customer 1200's
call
and provides the desired service [step X010]. At the end of the service
interaction,
customer 1200 hangs up (places customer telephone 1210 on-hook) [step 5020].
Switch 1220 detects the on-hook state of customer telephone 1210 and reports
the on-
hook state to HLS 1110 through the PSTN.
HLS 11 I 0, in turn, reports the on-hook state to ACD server 1120. In
response,
ACD server I 120 instructs HLS I 110 to release the connection to customer
1200 if
2 0 HLS 1110 has not already done so [step 5030]. In conventional systems, the
connection to agent 1300 would automatically be dropped when customer 1200
went
on-hook. HLS 1110, however, executes a software routine to maintain separate
control over the connections to customer 1200 and agent 1300. This allows HLS
1. 0
CA 02242092 1998-07-02
WO 98/25386 PCTICA97/00890
1110 to maintain the connection to agent 1300 after releasing the connection
to
customer 1200 [step 5030].
After customer 1200 goes on-hook, agent 1300 performs any required post-call
work [step 5040]. After finishing, agent 1300 goes on-hook, indicating the
availability to service another customer call [step 5050]. .Switch 1320
detects the on-
hook state of agent 1300 and reports the on-hook state to HLS 1110 through the
PSTN. HLS 1110, in turn, reports the on-hook state to ACD server 1 I20. In
response, ACD server 1120 instructs HLS I 110 to release the connection to
agent
1300 if HLS 1110 has not already done so [step 5060].
At some point, agent 1300 may want to log-off or become unavailable to
service customer calls for a period of time without having to log-off. Figs.
6A and 6B
contain a flowchart of the agent unavailability and log-off activities
consistent with
the principles of the present invention.
While servicing a customer, such as customer 1200, agent 1300 may desire to
become unavailable or log-off when completing the service [step 6010]. When
agent
1300 completes service for customer 1200 and customer 1200 goes on-hook, HLS
1110 attaches a detection circuit capable of detecting DTMF digits to the
connection
maintained with agent 1300. Agent 1300 then informs HLS 1 I I O of the desire
to log-
off or become temporarily unavailable by keying in a set of DTMF digits which
are
2 o interpreted by the detection circuit [step 6020].
If agent 1300 keys in a set of DTMF digits indicating a desire to be
temporarily unavailable, HLS 1110 informs ACD server 1 I20 of agent 1300's
unavailability. ACD server 1120 updates its records accordingly, performs any
11
CA 02242092 1998-07-02
WO 98125386 PCT/CA97/00890
necessary Management Information System (MI5) functions, and might
additionally
instruct HLS 1110 to connect agent 1300 to IVR 1130 to confirm the status
change.
Next, ACD server 1120 determines whether the voice connection to agent
1300 should be maintained [step 6030). ACD server 1120 could make this
deternunation from DTMF digits keyed in by agent 1300 or through agent 1300's
dialogue with IVR 1130. If the voice connection is maintained, then agent 1300
indicates its availability by going on-hook [step 6040]. If the voice
connection is not
maintained, then agent 1300 places a call using a predetermined telephone
number to
indicate availability [step 6050].
1 o If agent 1300 wants to log-off instead of becoming temporarily
unavailable,
agent 1300 keys in a set of DTMF digits which are detected by the detection
circuit in
HLS I I I O [step 6020). In response to a log-off indication from agent 1300,
HLS
1110 informs ACD server 1120 of agent 1300's desire to log-off. ACD server
1120
updates its records accordingly, performs any necessary Management Information
System (MI5) functions, and might additionally instruct HLS 1110 to connect
agent
1300 to IVR 1130 to confirm the log-off indication. ACD server 1120 then
instructs
HLS 11 I O to drop the connection to agent 1300 [step 6110].
When agent 1300 desires to become temporarily unavailable or log-off while
idle, that is, while not servicing any customer calls [step 6010], agent 1300
places a
2 0 standard voice telephone call using the predetermined telephone number
[step 6060).
HLS 1110 receives the call and identifies it as one requiring the services of
ACD
server 1120 based on detection of the predetermined telephone number dialed by
agent 1300 [step 6070). In response, HLS 1110 sets up a data session between
HLS
12
CA 02242092 1998-07-02
WO 98/25386 PCT/CA97/00890
1110 and ACD server 1120 and passes information about the call to ACD server
1120.
Using the information supplied by HLS 1110, ACD server I 120 identifies the
call as one from an agent. ACD server 1120 directs HLS 1110 to set up a voice
connection between agent 1300 and IVR 1130 [step 6080]. Once HLS 1110
establishes the voice connection, ACD server 1120 instructs IVR I 130 to
prompt
agent 1300 to indicate whether agent 1300 desires to log-off or become
temporarily
unavailable [step 6090].
If agent 1300 informs IVR 1130 of the desire to become temporarily
unavailable, ACD server 1 I20 updates its records accordingly and performs any
necessary MIS functions. ACD server I 120 then determines, through agent
I300's
dialogue with IVR 1130, whether to maintain the voice connection to agent 1300
[step
6030]. If so, then agent 1300 indicates availability by going on-hook [step
6040]. If
the voice connection is not maintained, then agent 1300 places a call using
the
predetermined telephone number to indicate availability [step 6050].
If agent 1300 informs IVR 1 I30 of the desire to log-off, ACD I 120 again
updates its records accordingly and performs any necessary MIS functions. ACD
server 1120 then instructs HLS 1110 to drop the connection to agent 1300 [step
6110].
III. Agent Connected to Host Computer
2 0 Conventional call centers typically include a host computer from which
agents
can obtain customer records, place orders, etc. Fig. 7 is a diagram of the
communications network of Fig. 1 modified such that agent 1300 has a data
connection to host computer 7100 through which agent 1300 obtains customer
records, places orders, etc. by conventional mechanisms. The data connection
might
13
CA 02242092 1998-07-02
WO 98/25386 PCTICA97100890
be any conventional data connection, such as an Ethernet connection, and is
completely separate from the standard telephone line used by agent 1300 to
service
customer calls.
Conventional call centers also commonly use data collected from a customer
to drive initial presentation screens on the agents' terminals. Fig. 8 is a
diagram of the
communications network of Fig. 7 modified such that host computer 8100
connects to
both agent 1300 and ACD server 1120 over conventional data paths. Host
computer
8100 communicates with ACD server 1120 to retrieve information about customer
1200 by conventional mechanisms. For example, if IVR 1130, in its dialogue
with
l0 customer 1200, retrieves customer 1200's account number, ACD server 1120
sends
this information to host computer 8100. Host computer 8100, in turn, relays
the
information to agent computer 1310 for display to agent 1300 upon call
arrival.
Another benefit of the network arrangement shown in Fig. 8 is that the data
connection between agent computer 1310, host computer 8100, and ACD server
1120
can be used to exchange agent status information, such as an agent logging on,
logging off, and agent availability.
IV. Conclusion.
The systems and methods according to the principles of the present invention
support remote agent functions by permitting service agents to service
customer calls
2 0 through a standard local switch over a standard telephone line.
The foregoing description of preferred embodiments of the present invention
provides illustration and description, but is not intended to be exhaustive or
to limit
the invention to the precise form disclosed. Modifications and variations are
possible
14
CA 02242092 1998-07-02
WO 98/25386 PCT/CA97I00890
in light of the above teachings or may be acquired from practice of the
invention. The
scope of the invention is defined by the claims and their equivalents.
A network level switch has been described as providing the call management
functionality. However, this need not be the case. The call management
functionality
might alternatively be provided by a Iocal switch. Furthermore, the ACD Server
has
been described as containing the customer and agent queues. However, the High
Level Switch might alternatively provide this queuing.
