AUTOMATED VOICE SYSTEM FOR IMPROVING AGENT EFFICIENCY AND IMPROVING SERVICE TO PARTIES ON HOLD

SYSTEME TELEPHONIQUE AUTOMATISE AMELIORANT LE RENDEMENT DE L'OPERATEUR ET LE SERVICE AUX APPELANTS MIS EN ATTENTE

English Abstract

A method and an apparatus for improving agent
efficiency by reducing non-productive time such as time on
hold and time for wrap-up statements. After an agent has been
connected to a call the agent may determine that automated
handling of the call is appropriate. Depending upon the status
of the call the agent may specify that the call has been
essentially completed or that the agent is on hold. The agent
may speak the name of the connected party and this will be
recorded. Then the agent is disconnected from the call and a
message playing device, which may also replay the spoken
name, is activated. If the response from the connected party
indicates that an agent's attention is again needed then the same
or a different agent is connected to the call. In addition, a
party on hold is provided an estimate of the time before an
agent becomes available and/or the number of parties ahead in
the holding queue.

Claims

42
The embodiments of the invention in which an exclusive property or privilege
is claimed
are defined as follows:
1. For use with a system which places outbound calls to and receives inbound
calls from a plurality of parties, which selectively connects ones of said
plurality of
parties to ones of a plurality of agents, which selectively places ones of
said plurality of
parties on hold and which uses a call pacing algorithm to control the rate of
placement
of said outbound calls, a method for advising a party who is placed on hold,
comprising
the steps of:
measuring call handling times for each agent of said plurality of agents;
providing said call handling times for each said agent to said call pacing
algorithm;
receiving, for each said agent and from said call pacing algorithm, a
prediction of time remaining until each of said agents becomes available;
ranking said agents based upon said time remaining for each agent;
determining a priority status for each party who is placed on hold;
ranking said parties who are placed on hold based upon said priority status;
matching a party on hold with an agent, based upon said ranking of said
agents and said ranking of said parties and providing, to a said party on
hold, a
statement of said time remaining for a said agent which was matched to said
party.
2. The method of claim 1 wherein said step of determining a priority status
comprises:
determining a holding time for each party who is placed on hold; and
ranking said parties who are placed on hold based upon said holding time
for each party.
3. An apparatus for improving service to parties, said parties including both
called parties and calling parties, said apparatus comprising:
a plurality of agent terminals staffed by a corresponding plurality of agents;
means for connecting selected ones of said parties to selected ones of said
agents at said agent terminals, or placing selected ones of said parties on
hold;

43
control means for measuring call handling times for each of said agents, for
providing said call handling times for each said agent to a call pacing
algorithm to obtain
a prediction of time remaining until each of said agents becomes available,
for ranking
said agents based upon said time remaining for each agent, for determining a
priority
status for each party who is placed on hold, for ranking said parties who are
placed on
hold based upon said priority status for each party and for matching a party
on hold
with an agent, based upon said ranking of said agents and said ranking of said
parties;
and
means for providing to each said party on hold a statement of said time
remaining for said agent matched to said party.
4. The apparatus of claim 3 wherein said means for determining a priority
status comprises means for determining a holding hold time for each party who
is placed
on hold and means for ranking said parties who are placed on hold based upon
said
elapsed holding time for each party.
5. For use with a system whereby a plurality of agents are connected with a
plurality of parties, a method for improving the service provided to a party
who is placed
on hold, comprising the steps of:
determining the call handling time of said plurality of agents;
using call handling time as an input to call pacing algorithm to predict the
time remaining until an agent becomes available; and
providing a statement of said time remaining to said party on hold.

Description

CA 02314152 2000-08-O1
1
AUTOMATED VOICE SYSTEM FOR IMPROVING AGENT EFFICIENCY
AND IIVVIPROVING SERVICE TO PARTIES ON HOLD
This application is a divisional of Canadian patent Application File No.
2,068,681 filed May 14, 1992.
Technical Field
The present invention relates to automated dialing systems and in
particular to a method and an apparatus for improving the efficiency of an
agent by
eliminating "agent-wait" time and automating the "wrap-up" procedure and for
improving the service provided to a party on hold by providing information on
the
holding status.
Background of the Invention
Automated dialing systems are, in general, well known.
For example, U.S. patent Nos. 4,797,911 and 4,894,857, both of which
are assigned to the assignee of the present invention, disclose automated
outbound dialing and inbound call processing systems. In addition, certain
other advantageous techniques are described in U.S. patent No. 5,070,525,
granted
December 3, 1991, entitled "Method for Avoiding Call Blocking" and U.S. patent
No.
5,214,688, granted May 25, 1993, entitled "Method and Apparatus for Dynamic
and

CA 02314152 2000-08-O1
1
2
Interdependent Processing Of Inbound Calls And Outbound
Calls", both of which are assigned to the assignee of the present
invention. These patents and patent applications are herein
collectively referred to as "documents" which may be re-
ferred to for further details.'j'he systems described In these
documents improve the efficiency of an agent by eliminating the
need for the agent to look up a customer telephone number,
dialing the telephone number, waiting for the call to be answered,
etc. In addition, the systems described in these documents allow
certain information to be gathered without the assistance of an
agent so that some incoming calls may be completely processed
without agent intervention. For outbound calls the systems
automatically dial the telephone number, monitor the called
number for an answer and, when an outbound call is answered,
automatically connect the called number to an available agent and
place information regarding the called customer on the screen for
the connected agent.
However, in instances where the called number is a
home telephone number the desired party may not be the party
who answers the phone and the agent may have to wait while the
person who answers the phone locates the desired party or
determines that the desired party cannot come to the telephone at
that time. Likewise, if the called number is a business telephone
number, the agent may be put on hold while the receptionist
transfers the call to the desired party or determines that the
desired party cannot be found, cannot come to the telephone
because the desired party is in a meeting, etc. In such cases, the
agent's time is wasted and the agent's efficiency is lowered while
the agent waits for the desired party to come to the telephone or
for the answering party to advise that the desired party is not
available to answer the telephone.
Therefore, there is a need for a method and an
apparatus which will improve agent efficiency by reducing the
time that the agent is waiting and holding for the desired party to

CA 02314152 2000-08-O1
3
answer or for a determination that the desired party is not available.
In addition, at the end of the call, the agent may repeat to the desired
party the information provided by the desired party so that the information
can be
verified, thank the party for his/her time or for calling, ask whether the
party needs
any additional information, etc. These "wrap-up" statements consume a
substantial
amount of time and generally, provide very little additional information,
orders, or
other benefit. However, courtesy to the customer demands that these wrap-up
statements be provided. Therefore, there is a need for a method and an
apparatus
which can improve agent efficiency by providing the wrap-up statements in a
manner
which provides the required courtesy and at the same time allows the agent to
immediately begin handling the next call.
Circumstances occasionally arise in which the connected party is placed
on hold because the connected party desires or requires the assistance of an
agent and
no agent is immediately available. Typically, music and/or a prerecorded
message is
played to the connected party. Unfortunately, the connected party has no
indication
of whether an agent will be available in ten seconds, ten minutes, or an hour.
This
leads to frustration on the part of the connected party because the connected
party
may prefer to call back at a later time rather than wait for an agent to
become
available if the wait time is going to exceed some party-defined limit.
Therefore, there
is a need for a method and an apparatus which notifies the connected party of
the
approximate wait time before an agent becomes available so that the connected
party
can decide whether to hold, call back, or request a call from an available
agent.
Summary of the Invention
The invention in this divisional application pertains to a method for use
with a system which places outbound calls to and receives inbound calls from a
plurality of parties, which selectively connects ones of the plurality of
parties to ones
of a plurality of agents, which selectively places ones of the plurality of
parties on hold
and which uses a call pacing algorithm to control the rate of placement of the
outbound calls. The method is for advising a party who is placed on hold,
comprising
the steps of measuring call handling times for each agent of the plurality of
agents,
providing the call handling times for each agent to the call pacing algorithm,
receiving, for each agent and from the call pacing algorithm, a prediction of
time

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3A
remaining until each of the agents becomes available, ranking the agents based
upon
the time remaining for each agent, determining a priority status for each
party who
is placed on hold, ranking the parties who are placed on hold based upon the
priority
status, matching a party on hold with an agent, based upon the ranking of the
agents
and the ranking of the parties and providing, to a party on hold, a statement
of the
time remaining for an agent which was matched to the party.
Another aspect of the invention in this divisional application provides an
apparatus for improving service to parties, the parties including both called
parties and
calling parties, the apparatus comprising a plurality of agent terminals
staffed by a
corresponding plurality of agents, means for connecting selected ones of the
parties to
selected ones of the agents at the agent terminals, or placing selected ones
of the
parties on hold and control means for measuring call handling times for each
of the
agents, for providing the call handling times for each agent to a call pacing
algorithm
to obtain a prediction of time remaining until each of the agents becomes
available,
for ranking the agents based upon the time remaining for each agent, for
determining
a priority status for each party who is placed on hold, for ranking the
parties who are
placed on hold based upon the priority status for each party and for matching
a party
on hold with an agent, based upon the ranking of the agents and the ranking of
the
parties. Means provide to each party on hold a statement of the time remaining
for
the agent matched to the party.
Still further the invention in this divisional application relates to a
method for use with a system whereby a plurality of agents are connected with
a
plurality of parties, the method improves the service provided to a party who
is placed
on hold and comprises the steps of determining the call handling time of the
plurality
of agents, using call handling time as an input to call pacing algorithm to
predict the
time remaining until an agent becomes available and providing a statement of
the
time remaining to the party on hold.
More particularly, in addition to the above the invention disclosed
provides a method and an apparatus whereby an agent may be relieved of the
duties of waiting on hold and providing wrap-up statements. When an

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agent is connected to a call and the agent is put on hold the agent
presses a key which indicates that the agent has been placed on
hold. This causes the agent to be disconnected from that call and
connected to another call. At the same time, a message is played
5 on the telephone line indicating that an agent will return to assist
the party if the party presses a key on the telephone key pad or
verbally indicates his/her presence. When the party has indicated
his/her presence the first available agent will be connected to the
party. If the agent who previously handled the call is available
10 then that particular agent will be reconnected to the call. In both
cases, any available customer information will be displayed to the
agent when the agent is connected/reconnected.
When the agent determines that the desired
transaction has been completed and the only remaining tasks are
15 the wrap-up statements then the agent may press another key.
This will cause the agent to be disconnected from the call and
connected to another call. At the same time, one or more pre-
recorded messages are played to the connected party. These
messages may be in the voice of the agent who was previously
20 connected or may be in the voice of another person. When
required, such as for verification of previously-entered
information, this process may be interactive so that a signal from
party indicating verification of the information causes the next
piece of information to be presented for verification and a signal
25 indicating that the information is incorrect causes an agent to be
connected to the party. If the agent which was previously
conr_ected to the party is available then that agent will be
reconnected to the party. In both cases, any available customer
information will be displayed to the agent when the agent is
30 connected/reconnected.
A typical system for implementing the present
invention has: a host computer, such as a mainframe computer,
for storage and retrieval of data; a plurality of agent terminals; a
PBX/ACD/switch for connecting telephone trunk lines to agent
35 terminals or trunk interface units; trunk interface units for

CA 02314152 2000-08-O1
monitoring the status of the telephone trunk lines and performing automated
interaction
with the connected party and a controller for controlling and coordinating the
activities
of the other components. The trunk interface units have dialers for placing
outbound
calls, answer detection devices for detecting an answer to an outbound call,
digital voice
5 playback and recording devices for placing and/or recording messages and
devices for
detecting an incoming call and receiving, from the telephone company central
office,
information regarding that incoming telephone call.
The present invention therefore allows an agent to indicate to the system
that the agent is no longer needed, or at least is not needed for some
undetermined time,
so that the system can interact with the connected party to the extent
possible and when
necessary, again connect an agent to the connected party. The system will
reconnect the
same agent to the connected party if that agent is available but, otherwise,
will simply
connect the next available agent. In both cases, any available customer
information will
be displayed to the agent when the agent is connected/reconnected.
Therefore, the present invention and an advantage provided by the present
invention is to reduce the on-hold time of an agent by allowing the agent who
has been
placed on-hold to be connected to another call and connecting an agent to the
previous
call when the connected party returns to the line.
Another aspect of and an advantage provided by the present invention
seeks to reduce the wrap-up time of an agent by allowing the agent to indicate
that the
agent is no longer needed for that call, connecting the agent to another call
and
automatically interacting with the connected party until completion of the
call or until
the connected party indicates that an agent is required.
The present invention advises the connected party of the approximate
time before an agent will be available and/or advises
the connected party of the number of parties in the

CA 02314152 2000-08-O1
6
holding queue ahead of the connected party. The present
invention also queries the connected party to determine whether
the connected party would like to continue holding or would like
to have an agent return the call. This allows the connected party
to make a decision as to whether to continue holding, to call back
at a later time, or ask that an agent return the call. The present
invention uses statistics on agent performance, such as those used
in the outbound call pacing algorithm, and the number of parties
ahead of the .connected party, to predict the amount of time
l0 before the party on hold will be connected to an agent.
In accordance with the present invention, call
durations and call volume, for both inbound calls and outbound
calls, are measured and used to compile statistics which, in turn,
are used to generate predictions (estimates) of anticipated future
call durations and volumes. The compilation and prediction
process is preferably performed for each individual agent so that
the time when a busy agent will become available may be
accurately predicted. Also, statistics are compiled for the
outbound call connect ratio (the ratio of the number of answered
outbound calls to the number of placed outbound calls). The
above statistics are then used to generate call pacing rates. These
techniques, described in the referenced documents, provide
excellent results in that the productivity of each agent is
maximized by keeping the agent connected to a party (as opposed
to an unanswered call) at, or nearly at, all times.
Furthermore, as described in the referenced
documents, the availability of each individual agent can be
predicted. This, combined with a measurement of the number of
parties on hold, and the time that each party has been on hold,
allows the use of real-time voice messages to advise the party on
hold of the number of parties ahead of that party and/or the
expected time before that party will be connected to an agent.
This allows the party to make an informed decision as to what
action the party may want to take, thereby increasing the quality

CA 02314152 2000-08-O1
7
of the service provided to the customer and substantially increasing customer
satisfaction.
Therefore, the present invention and an advantage provided by the present
invention seeks to determine the amount of time before a party on hold will be
connected to an agent and/or the number of parties in the holding queue ahead
of the
connected party, to provide this information to the party on hold and allow
the party
on hold to make an informed decision with respect to continuing to hold,
calling back
later, or requesting that the call be returned.
Still further the present invention and an advantage provided by the
present invention enables statistics to be used in or provided by call pacing
algorithms,
to be used to determine the time before a particular party on hold will be
connected to
an agent.
Brief Description of the Drawing
Figure 1 is a block diagram of the preferred environment of the present
invention.
Figure 2 is a block diagram of a trunk interface unit of the preferred
embodiment of the present invention.
Figure 3 is a flow chart illustrating the basic operation of the preferred
embodiment of the present invention.
Figure 4 is a detailed flow chart illustrating the preferred operation of the
present invention. Figure 4 consists of Figures 4A - 4F.
Detailed Description
Turning now to the drawing, in which like numerals
represent like components throughout the several figures. Figure 1
is a block diagram of the preferred environment of the
present invention. The basic principles of operation of this type of
system, excluding the present invention, have been described in detail in the
referenced
documents. The preferred embodiment comprises trunk interface units 10 such as
commercially available audio response units (ARU), voice response units (VRU)
and

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g
interactive voice response units (IVR), a system controller 11, a
PBX or ACD or cross-point switch 13, a mainframe computer or
host 16, and agent terminals 12A-12N. Trunk lines T1-TN,
collectively designated as trunks 1, may be conventional analog
5 trunks, T1 trunks, or ISDN trunks, as determined by the
desirability and availability of trunk types provided by the local
telephone company. In addition, automatic number identification
(ANI) and dialed number identification service (DNIS)
information may be provided by the telephone company over
10 trunks 1. Trunk lines 1 are, in one embodiment, only connected
to port group A of private branch exchange/automatic call
distributor/switch (PBX/ACD/switch) 13 and, in another
embodiment, are also connected to the group A lines port of
trunk interface units 10. Port group B of PBX/ACD/switch 13 is
15 connected by bus 2 to the group B lines port of trunk interface
units 10.
Trunk interface units 10 typically perform trunk
seizure, dialing, call progress monitoring, message playing,
message recording, voice recognition and analysis, voice
20 conversion, voice storage, voice playback, dual tone
multifrequency (DTMF) decoding, and decoding of ANI and
DNIS call data provided by the telephone company central office.
Alternatively, PBX/ACD/switch 13 may perform the functions
related to outbound call placement and inbound call detection and
25 initial handling, and the trunk interface units 10 may primarily
perform voice and DTMF processing functions.
Each agent terminal 12 has an audio communications
device (not shown), such as a headset, for connection to the
VOICE port, a display screen (not shown), a keyboard (not
30 shown), and a control/data NETWORK port. System controller
11, trunk interface units 10, and PBX/ACD 13 also have a
control/data NETWORK port. In the preferred embodiment the
NETWORK port of trunk interface units 10, system controller
11, agent terminals 12, PBX/ACD 13, and mainframe/host 16 are
35 connected together by an Ethernet or token ring network 4.

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9
It will be appreciated that many different
communication link/network topologies and protocols may be
used to interconnect devices 10/13 and 16. For example, parallel
topology, star network topology, double-network topology,
5 zoned-network topology, multiple local-area and/or wide-area
network topology, etc., may be used. In addition, depending to
some degree upon the topology chosen and the communications
data rates required, the technology used to implement the network
is non-critical and may be fiber optic cable, coaxial or triaxial
1o cable, twisted pair (shielded or unshielded), multiple-conductor
parallel bus, etc. The particular topology, protocol, command
set, etc., actually used in a given installation will depend upon the
customer's cost and space requirements, existing equipment
and/or networks, and projected needs for future expansions. It
15 should therefore be understood that the scope of the present
invention is not limited by or to any particular network topology,
communications link or protocol, command set, technology, or
language.
The grouping and labeling of the ports of PBX/ACD
20 13 is for convenience. In the preferred embodiment, any port
may be configured as a trunk port, as in group A, or an extension
port, as in groups B and C. Therefore, trunk lines 1 may be
connected by PBX/ACD 13 to trunk interface units 10 via bus 2
and to agent terminals 12 via bus 3. Also, trunk interface units
25 10 may be connected via busses 2 and 3 and PBX/ACD 13 to
agent terminals 12. Device 13 may be a simple switch which acts
upon received instructions, or may be an intelligent switch (PBX
or ACD) which receives some instructions but performs certain
operations in response to current conditions and sends a signal
30 indicating the action taken, such as routing a call to an agent
terminal 12 or trunk interface unit 10. Device 13 may receive
the instructions from trunk interface units 10, system controller
11, and/or mainframe 16. Similarly, device 13 may send the
signal indicating the action taken to devices 10, 11, and/or 16.

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10
In the preferred embodiment, system controller 11
and each agent terminal 12 comprises a computer having memory
such as read only memory (ROM), random access memory
(RAM), and disk drives, such as an IBM PS/2, although other
5 computers may be used.
Network 4 may be connected to other devices.
System controller 11 controls and/or monitors
certain functions, such as obtaining information from mainframe
16, placing outbound calls, designating a trunk line as an inbound
10 trunk and/or an outbound trunk, generating performance
statistics, and implementing the call pacing/agent allocations/trunk
line allocation algorithms. These functions of system controller
11 and the manner in which they are implemented are described
in more detail in the referenced documents.
15 Batch mode transfer from mainframe computer 16 to
system controller 11 is preferred but, if desired or required by
the limitations of the applications software of mainframe
computer 16, system controller 11 can obtain information from
mainframe 16 one account at a time. Also, depending upon the
20 previously installed program in host 16, system controller 11 may
obtain full account information, abbreviated account information,
or compilations of certain account information such as, for
example, a calling list. System controller 11 coordinates and/or
performs such functions as causing a trunk interface unit 10 to
25 seize a trunk line, dial a customer telephone number, monitor the
status of the outgoing call, detect an incoming call, answer an
incoming call, play messages and determine the response from the
called/calling party, record a called/calling party's response, etc.
These functions of system controller 11 and the manner in which
30 they are implemented are described in more detail in the
referenced documents. Trunk interface units 10 may also be
instructed to record and play back the agent's greeting, the agent's
announcement of the name of the called party, closing statements,
etc., as described herein.

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ll
Also, although trunk interface units 10, system
controller 11, and mainframe 16 are shown as distinct, separate
devices, each performing a specified function or set of functions,
the present invention is not limited to such an arrangement. In
5 particular, many of the functions can be performed by any of
these devices, and the allocation of a particular function to a
particular device or devices is a matter of design choice and will
typically be determined by the available processing power of the
devices, the users determination as to how much of the processing
10 time of mainframe 16 may be used for call pacing, detection,
processing, etc., the physical constraints of the user s site such as
the maximum size of any one device, or the number of devices or
cables that may be used, etc. For example all logic functions
could be performed by mainframe 16 or system controller 11.
15 Furthermore, if desired, most or all of the logic and
memory functions could be performed by mainframe 16, thereby
eliminating the need for a separate system controller 11 and trunk
interface control unit 10a13. Again, this is a design choice and
will typically be based upon one or more of the factors listed
20 above.
Consider now the outbound dialing operation of the
preferred embodiment. Mainframe computer 16 will provide, by
a batch transfer or online transfer, the customer account
information for a desired number of accounts to system
25 controller 11. System controller 11 then extracts, for each
account, the name of the customer, the customer telephone
number, the account number, and/or some type of mainframe
database index number. Assume that trunk T1 is available.
System controller 11 will indicate that trunk T1 is designated and
30 provide the customer telephone number to trunk interface units
10, which causes trunk interface units 10 to seize trunk Tl, dial
the customer telephone number, and then monitor trunk T1 for
the status of the call. If, as shown in Figure l, trunk lines 1 are
directly connected to trunk interface units 10 then trunk interface
35 units 10 can place the outgoing call without intervention of

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12
PBX/ACD 13. However, if trunk lines 1 can be connected to
trunk interface units 10 only through port group B of PBX/ACD
13 then, when system controller 11 provides the customer
telephone number to trunk interface units 10, system controller
5 11 will also instruct PBX/ACD 13 to connect trunk line T1 to
trunk interface units 10. Alternatively, PBX/ACD 13 may be
capable of detecting the on hook/off hook status of a device
connected to port group B and, therefore, when trunk interface
units 10 seize . a line of group 2 PBX/ACD 13 will automatically
10 connect trunk interface units 10 to a trunk line.
If trunk interface units 10 are not directly connected
to trunks 1 then system controller 11 will instruct trunk interface
units 10 which of the group B lines to use to place the call and
will instruct PBX/ACD 13 to connect that group B line to trunk
15 T1 so that trunk interface units 10 are connected to trunk Tl
through PBX/ACD 13. Also, if PBX/ACD 13 has the capability
to seize (go off-hook) trunks and dial telephone numbers then
system controller 11 may instruct PBX/ACD 13 to seize trunk T1
and dial the specified telephone number. In this case system
20 controller 11 will simply direct trunk interface units 10 to
monitor the status of trunk Tl, either directly (group A lines) or
through PBX/ACD 13 (group B lines). If PBX/ACD 13 has the
capability to perform call progress monitoring and/or to detect
incoming calls then PBX/ACD 13 may report the call status to
25 system controller 11 and trunk interface unit 10 may simply
monitor and decode voice messages and DTMF tones.
If trunk interface units 10 advise system controller
11 that the called number is busy, or is not answered, system
controller 11 will mark, in its memory (not shown), the account
30 accordingly and place the account in the queue to be tried again
later.
Referring briefly to Figure 2, which is a block
diagram of a typical trunk interface unit 10a, it will be seen that a
trunk interface unit, comprises a dialer 10a1, a call progress
35 monitor 10a5, a digital message player recorder/device 10a9, an

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13
incoming call detector 10a20, a decoder 10a24 for decoding
telephone company office data such as data for automatic number
identification (ANI) and dialed number identification service
(DNIS), a dual tone, multifrequency (DTMF) decoder 10a28, a
5 voice recognition module 10a32, and a trunk interface control
unit 10a13, which includes a microprocessor and associated
memory (not shown), such as ROM, RAM, and disk drives, for
storing instructions and data. The basic construction and
operation of trunk interface units 10 are explained in more detail
10 in the referenced documents.
Returning to Figure 1, assume now that the customer
answers the call. Trunk interface units 10 will advise system
controller 11 that the call has been answered. If an agent is
available, system controller 11 will send the abbreviated
15 information (telephone number, customer name, account number,
and/or database index number) to, for example, agent terminal
12A, direct PBX/ACD 13 to connect trunk T1 to agent terminal
12A, and then direct trunk interface units 10 to release trunk T1.
If trunk interface units 10 are not directly connected to trunk
20 lines 1 then, if an agent is available, system controller 11 will
send the abbreviated information to the agent terminal and direct
PBX/ACD 13 to disconnect the trunk from port group B and
connect the trunk to port group C. Of course, the particular port
of port group C that is selected will be the one that corresponds to
25 the agent terminal 12 to which system controller 11 has sent the
abbreviated information.
In the event that an agent is not available system
controller 11 will not instruct interface units 10 to release the
trunk line. In this case trunk interface units 10 will automatically
30 start the message player 10a9 or begin an interactive or holding
session with the called party. The called party rnay never hear a
message because, if an agent is available, the agent will be
immediately connected to the called party. Also, call cancellation,
as described in the referenced documents, may be used to reduce
35 the number of calls answered without an agent being available.

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Agent terminal 12A will display the abbreviated information for
the agent so that, as soon as the agent at agent terminal 12A is
connected with the called party, the agent has at least the
abbreviated customer account information. The agent may obtain
5 the full account information by pressing one or more keys on the
keyboard of the terminal 12A, which causes terminal 12A to
request the full account information from mainframe 16.
Alternatively, system controller 11 may instruct mainframe 16 to
send the full . account information to agent terminal 12A for
10 display. Also, upon receiving the abbreviated account
information from system controller 11, terminal 12A may,
without prompting from the agent, immediately request the full
account information from mainframe 16.
Once connected, the agent can then discuss the matter
15 or reason for which the customer was called, for example,
discussing a late payment account, collecting on a delinquent
account, verifying an order, updating customer account
information, etc., while being directly connected, online, to
mainframe 16.
20 It may happen that the party who answered the call is
not the desired party. In this case the agent may be placed on
hold or otherwise left unattended while the answering party
attempts to locate the desired party, determine if the desired party
can or will take the call, etc. This constitutes wasted time and
25 therefore reduces the efficiency and productivity of the agent. In
the preferred embodiment, the agent presses a key on the
keyboard of terminal 12A and speaks the name of the desired
party. This key signals system controller 11 that the agent is on
hold and should be connected to another call. This key also
30 signals trunk interface unit 10 to record the spoken name of the
desired party, which is accomplished by enabling recorder 10a9
and storing the output of recorder 10a9 in the memory of the
trunk interface control unit 10a13 or, optionally, in the memory
of system controller 11. Controller 11 will then cause the agent

CA 02314152 2000-08-O1
15
to be transferred to another call, thus reducing wasteful on-hold
time and increasing agent efficiency.
Trunk interface unit 10 will then play a message
which plays back the previously spoken and recorded name of the
5 desired party and which instructs the connected party to signal
his/her presence in a specified manner. An agent may also
prerecord selected messages in his/her own voice so that both the
message and the name of the desired party will be played using
the recorded voice of the previously connected agent. In another
10 embodiment, the selected messages are prerecorded, but not
necessarily in the voice of any agent. In this case, when the agent
presses the key, the selected message will be played and the name
of the desired party will be inserted, the name being the name
previously spoken by the agent and stored by trunk interface units
15 10 or system controller 11.
When a party signals his/her presence, in the
specified manner, system controller 11 will first attempt to
connect the party with the previously connected agent. If that
agent is not available then system controller 11 will connect the
20 party with any available agent. If an agent is not available then
system controller 11 will cause an "apology" message to be played
and connect an agent when one becomes available or note that the
party has chosen not to wait for an available agent. The apology
message may also include a statement as to the projected amount
25 of time before an agent will be available or the number of
persons in the holding queue who are ahead of that party.
Assume now that an agent was not available when the
party who was called on trunk T1 answered. Trunk interface unit
l0a starts the message player/recorder 10a9 and advises system
30 controller 11 that the called party has answered. After
ascertaining that an agent is not available, system controller 11
will allow trunk interface unit l0a to continue playing the desired
prerecorded message to the called party. As soon as system
controller 11 determines that an agent is available, system
35 controller 11 will cause PBX/ACD 13 to connect the available

CA 02314152 2000-08-O1
16
agent terminal 12 to trunk T1, direct trunk interface unit l0a to
become available for the next call and release trunk T1 if the
trunk is being held via the group A port of trunk interface unit
10, direct unit l0a to stop the message, and send the abbreviated
5 customer account information to the available agent terminal 12.
Again, the agent will have the customer account information
when the customer is connected and can then begin to discuss the
reason for which the customer has been called.
When the agent at agent terminal 12A has concluded
10 the transaction with the customer, the agent may press a telephone
trunk release key on the keyboard at terminal 12A to indicate that
trunk T1 should be released. Terminal 12A sends the trunk
release signal to system controller 11. System controller 11 then
directs PBX/ACD switch 13 to disconnect terminal 12A from
15 trunk T1. Of course, the trunk release signal sent by terminal
12A could also directly cause PBX/ACD 13 to disconnect
terminal 12A from trunk T1. System controller 11 then sends the
next telephone number to trunk interface units 10 and directs
trunk interface units 10 to seize trunk T1 and dial this next
20 telephone number. If another connected party is available, then
system controller 11 will cause that connected party to be
connected to the now-available agent.
When the agent at agent terminal 12A has completed
entering any new data for the particular customer account then
25 the agent at terminal 12A may press a terminal release key on the
keyboard. Terminal 12A then advises system controller 11 that
the agent at agent terminal 12A is available for the next call.
System controller 11 then causes PBX/ACD 13 to connect the
next customer to agent terminal 12A and sends the abbreviated
30 customer account information to terminal 12A for display on the
screen: Therefore, as soon as the agent at agent terminal 12A has
indicated that processing of one customer account is completed,
system controller 11 connects that agent with the next called
party. The result is that the agent's time is more efficiently and
35 more completely utilized.

CA 02314152 2000-08-O1
17
It may also happen that an agent has concluded the
transaction with the connected party but there are certain wrap-up
or closing statements that should be made for courtesy, to comply
with the law, or to confirm information. The statements may or
5 may not be interactive, as appropriate. In the preferred
embodiment, selected wrap-up messages are prerecorded in the
voice of each individual agent. System controller 11 then causes
the wrap-up statements to be played using the prerecorded voice
of the agent who was last connected. In another embodiment, the
10 wrap-up statements are not necessarily in the voice of any
particular agent and no attempt is made to use the prerecorded
voice of any particular agent.
The selected, prerecorded messages may be stored in
analog or digital form on message player/recorder 10a9, or
15 stored in digital form in the memory of trunk interface unit l0a
or the memory of system controller 11. The result is that the
agent has been relieved of the duty of conducting the non-
productive wrap-up messages and may therefore be connected to
another call while the wrap-up messages are being played.
20 The agent may also press a key which, in addition to
causing the wrap-up message to be played, also causes recording
of words spoken by the agent. These words, such as the name of
the connected party, may then be mixed in with the message so as
to maintain the appearance of a live agent still being connected.
25 It will also be appreciated that the operation of trunk
interface units 10 and system controller 11 is transparent to the
host 16 and to the agent. System controller 11 automatically
processes each call and routes the call to the first available agent.
Therefore, any changes to the customer account information
3o made by the agent are immediately provided to mainframe 16,
which automatically and instantly updates the customer account
information. Furthermore, because of the automatic updating,
any information provided to an agent is the most current
information.

CA 02314152 2000-08-O1
18
In the preferred embodiment, system controller 11
typically sends only the abbreviated customer account information
to an agent terminal 12. However, if system controller 11 has
sufficient memory capacity then system controller 11 may retain
5 the entire file for a customer account and send this entire record
to the agent terminal, thereby eliminating the steps of sending the
abbreviated account information to the agent terminal, sending
the account number, telephone number, and/or database number
to mainframe 16 and then causing the full account information to
10 be sent from mainframe 16 to the agent terminal.
Return now to Figure 2 which is a block diagram of
a typical trunk interface unit l0a constructed to handle both
incoming and outgoing calls. As previously stated, a trunk
interface unit l0a preferably contains such resources as a dialer
15 l0al, a call progress monitor 10a5, a message player/recorder
10a9, an incoming call detector 10a20, a data decoder 10a24, a
DTMF decoder 10a28, and a voice recognition module 10a32.
Dialer 10a1, call progress monitor 10a5, message player/recorder
10a9, incoming call detector 10a20, and decoders 10a24 and
20 10a28, and voice recognition module 10a32, are all connected to
trunk T1. Also, these devices are connected by bus 10a14 to the
T1I port of trunk interface control unit 10a13. A single trunk
interface control unit 10a13 controls the operation of a plurality
of the above resources for a plurality of trunk lines 1. If trunk
25 interface units 10 are connected to trunk lines 1 via PBX/ACD 13
then PBX/ACD 13 may be responsible for detecting an incoming
call, seizing the trunk line, and connecting trunk interface unit 10
resources (player/recorder, decoders, voice recognition modules,
etc.) to the trunk which has the incoming call.
30 If trunk interface units 10 are directly connected to
trunk lines 1, incoming call detector 10a20 will monitor trunk T1
and advise trunk interface control unit 10a13 when an incoming
ringing signal appears on trunk T1. In the preferred
embodiment, trunk interface control unit 10a13 will report an
35 incoming call on trunk T1 to system controller 11. Upon

CA 02314152 2000-08-O1
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detecting an incoming call on trunk T1 trunk interface control
unit 10a13 may direct decoder 10a24 to obtain the telephone
number of the calling party (ANI) or the number called (DNIS),
or both, and direct message player/recorder 10a9 to seize the line
5 and begin playing the prerecorded message. Alternatively,
system controller 11 may instruct trunk interface control unit
10a13 to direct decoder 10a24 and message player/recorder 10a9
to perform these functions. If trunk interface units 10 are
connected to trunk lines 1 via PBX/ACD 13 then PBX/ACD 13
l0 will report the incoming call to system controller 11. The
appropriate resources in trunk interface units 10 will then be
connected to trunk Tl through PBX/ACD 13. The connection
may be done automatically by PBX/ACD 13, or in response to a
command from system controller 11. The message played by
15 message player/recorder 10a9 may be a simple message advising
the party that an agent will be connected as soon as one becomes
available or, in conjunction with DTMF decoder 10a28, may
conduct an interaction session and query the customer for more
information such as the customer s telephone number, account
20 number, purpose of call, amount of payment, etc.
Furthermore, in some areas of the country, the local
telephone office provides a service, sometimes called automatic
number identification (ANI). In areas where ANI is available the
central office will provide signals which can be decoded to yield
25 the number from which the calling party is calling. In this case, a
decoder, such as decoder 10a24 would provide the calling party's
telephone number to trunk interface control unit 10a13. Trunk
interface control unit 10a13 would then provide the calling party
telephone number to system controller 11. System controller 11
30 would then request mainframe 16 to provide the customer
account information based upon the calling party telephone
number.
If the calling party telephone number does not
correspond to the telephone number for an existing client then,
35 when an agent becomes available, system controller 11 will

CA 02314152 2000-08-O1
20
connect the calling party to the available agent and also provide
the calling party telephone number to the agent terminal for
manual input. In addition, where Dialed Number Identification
Service (DNIS) is available the central office will provide signals
5 which can be decoded to yield the number which the calling party
dialed. This is useful where the installation has a large block of
numbers, connected in rotary fashion, so that when the calling
party appears, for example, on trunk T4, it can be determined
whether the calling party was, in fact, calling the telephone
10 number corresponding to trunk T4 or was calling the telephone
number corresponding to trunk T1 and was then rotated down to
the first available trunk, trunk T4. Some installations, even
though having the rotary telephone lines, have different numbers
for different departments and the call may be routed or handled
15 differently depending upon the number that the calling party
actually dialed. This information is also provided to system
controller 11 so that system controller can route the call to the
proper agent or group of agents, start the proper message
playing, etc. The agent can then conduct business with the calling
20 party, obtain other information from the calling party, such as a
name and/or an account number, enter this information via the
keyboard to obtain the customer account information from
mainframe 16, establish an account for a new customer, etc.
However, if the calling party telephone number
25 corresponds to the telephone number of an existing client in the
database, then mainframe computer 16 will provide this
information either to system controller 11 or to the next available
agent terminal. When an agent becomes available, system
controller 11 will provide the abbreviated customer account
30 information to the available agent terminal. The agent terminal
will then, as previously described, obtain the full customer
account information from mainframe 16. The agent can then
conduct the necessary business with the customer.
DTMF decoder 10a28 allows the customer to provide
35 certain information via the DTMF keypad on his telephone set.

CA 02314152 2000-08-O1
21
For example, assume that ANI service is not available in the area.
Upon being advised of an incoming call, trunk interface control
unit 10a13 or system controller 11 will cause message player
10a9 to seize the line and begin playing the first prerecorded
5 message. The first prerecorded message may be, for example, a
message asking the calling party to key in the DTMF digit 1 if the
calling party has an established account and the digit 2 if the
calling party does not have an established account. Other
prerecorded messages on message player 10a9 may query the
10 customer and ask for an appropriate DTMF keypad response as to
whether the customer wishes to open a new account, change an
existing account, place, change or cancel an order, etc.
Therefore, message player 10a9 may play messages, the
particular message to be played being determined by the numbers
15 which the calling party keyed in over his/her DTMF keypad. The
messages may be stored in memory in message player 10a9, trunk
interface control unit 10a13, or system controller 11. A message
on message player 10a9 may ask the calling party to key in his
telephone number and/or account number. This information
20 would then be provided via trunk interface control unit 10a13 to
system controller 11. When an agent becomes available, system
controller 11 sends the information collected to the agent terminal
for display upon the screen. Then, either automatically or in
response to an agent keystroke, the agent terminal sends the
25 collected information to mainframe 16. Mainframe 16 then
provides the full customer account information to the agent
terminal. Also, system controller 11 might instruct mainframe
16 to provide the full customer account information to the agent
terminal.
30 It will be appreciated that the messages stored and
played need not be of a single language. The customer account
file may have a field specifying the preferred language of the
customer so that any messages played to that customer are played
in the preferred language of that customer. Likewise, the voice
35 recognition module 10a32 may be programmed so as to recognize

CA 02314152 2000-08-O1
22
or not recognize different sounds, depending upon the language
selection field. If the preferred language of the customer is
unknown then a message can be played in one or more languages
specifying a code to be entered or a word to be spoken when the
5 desired language is announced. Therefore, the present invention
is useful in multi-language environments.
In addition, when an operator logs on system
controller 11 may retrieve, from its own memory or from
mainframe 16, a field specifying the language capability of that
10 particular agent. Then, if the customer has indicated a language
preference, system controller 11 will attempt to connect that
party to the agent who is qualified in the same language. This
increases the efficiency of the agents because they are able to
communicate with the customer in a language familiar to both the
15 customer and the agent.
Therefore, for incoming calls, the agent has been
relieved of the time consuming and inefficient duties of answering
the call, ascertaining the customer's account number, and keying
in the customer's account number. For established clients, the
20 agent has the customer account information on screen
immediately upon being connected to the calling party.
Furthermore, where the orders are placed, changed or cancelled
by the calling party's use of the DTMF keypad or specified words
it may not be necessary for the agent to intervene at all or, in the
25 alternative, the agent may simply be connected in order to
verbally verify the information provided by the calling party.
The agent may also be placed on hold during inbound
calls. For inbound calls this frequently arises in the context of the
connected party being temporarily interrupted to attend to some
30 other task, or the party in interest having that party's secretary
place the call and once connected, ask the agent to please hold for
Mr. X. Regardless of whether the call is an inbound call or
outbound call, on-hold time is non-productive, wasted time.
Therefore, an agent who is connected to an inbound call and who
35 is put on hold by the calling party will also press a key to signal

CA 02314152 2000-08-O1
23
system controller 11 that the agent is on hold and speak the name
of the calling party, if known. If the name of the calling party is
not known then agent may, in place of a name, speak a phrase
such as "the person who called ABC Company". Inbound calls in
5 which the agent is placed on hold are therefore treated in the
same manner as outbound calls in which the agent is placed on
hold. In addition, the treatment of wrap-up or closing statements
for inbound calls is the same as the treatment for wrap-up or
closing statements of outbound calls. Therefore, the agent has
1o been relieved of the time-wasting, non-productive duty of waiting
on hold or conducting wrap-up statements for inbound calls.
System controller 11 is capable of controlling
routing of calls in a manner which simulates an automatic call
distributor/diverter (ACD). Also, if different agents handle
15 different types of calls, such as incoming calls, outgoing calls,
establish new account, place or change an order, contact
regarding a delinquent account, etc., system controller 11
automatically routes the incoming or outgoing call to the next
available agent which handles that particular type of call.
20 Therefore, the order and/or selection of which agent is connected
to a particular call may be controlled by system controller 11 on
an ACD-like basis.
Of course, if device 13 is an ACD then device 13
may perform the automatic call distribution without intervention
25 by system controller 11. However, it is preferred that system
controller 11 program the call routing parameters under which
ACD 13 operates so that maximum trunk line and agent efficiency
may be obtained by dynamically adjusting the allocation of
inbound lines and outbound lines, the number of trunk lines and
30 agents dedicated to a particular campaign, etc., as described in the
referenced documents.
Voice recognition module 10a32 allows some
transactions to be completely handled without agent intervention
and without requiring the customers to have a DTMF-type
35 telephone. Module 10a32 provides digital output signals

CA 02314152 2000-08-O1
24
corresponding to a predetermined vocabulary, such as the spoken
words one through nine, zero (oh), yes, no, help, cancel, and
terminate. Module 10a32 may also decode DTMF tones and
eliminate the need for a separate DTMF decoder 10a28.
5 When module 10a32 is used, instead of immediately
routing an incoming call or an answered outgoing call to an
operator at an agent terminal 12A, the initial contact may be
handled by system controller 11 or a trunk interface control unit,
such as 10a13.
10 When an incoming call or an outgoing call is
answered trunk interface control unit 10a13 will cause message
player/recorder 10a9 to begin playing the first prerecorded
message. This prerecorded message contains instructions for the
customer to speak the appropriate word, or words, at the end of
15 the message, to indicate the customer's response to the message.
The response elicited may be, for example, an account number, a
telephone number, a "yes" or a "no", etc. Module 10a32 decodes
the customer's response. Based upon the customei s response
system controller 11 or trunk interface control unit l0a 13 may
20 cause message player/recorder 10a9 to play an appropriate next
message, disconnect trunk Tl, or connect an available agent and
provide the customer's responses and/or customer's record to the
agent's terminal for display on the screen.
The particular messages played, and the customer's
25 response, such as placing an order, changing an order, etc., are
then stored by trunk interface control unit 10a13, system
controller 11 and/or mainframe 16. The customer's responses
are also used to immediately update the customer account
information in mainframe 16. Therefore, certain types of
30 transactions can be handled without the intervention of an agent,
thereby reducing the number of operators required and/or more
efficiently utilizing the agent. Also, as both DTMF tones and
spoken words can be recognized and acted upon, the use of
module 10a32 allows transactions to be automatically conducted

CA 02314152 2000-08-O1
25
both with customers who have DTMF telephones and with
customers who have rotary dial (pulse) telephones.
It will be appreciated that control of the call and
monitoring of the customer's response need not be done solely by
5 trunk interface control unit 10a13 or system controller 11 but
may also be performed, wholly or partly, by an agent at an agent
terminal 12 and/or mainframe 16.
It will also be appreciated that, in a typical
envirorunent, the message played to customer will be substantially
10 longer than the customer's response (yes, no, cancel, etc.) to the
message. Therefore, a voice recognition module, such as 10a32,
could be switched, or multiplexed, between several trunks, instead
of being dedicated to a single trunk. Similarly, the other
resources of a trunk interface unit 10 can be switched or
15 multiplexed between trunks when the trunk interface unit 10 is
connected to the trunks via port group B of the PBX/ACD 13. In
that embodiment, the PBX/ACD 13 may perform as the
switching/multiplexing device. PBX/ACD 13 will selectively
connect the trunk line to trunk interface units 10. PBX/ACD 13
20 will seize the trunk line, route the trunk line to the trunk interface
units 10, and notify the trunk interface units 10 of the connection
whereby the trunk interface units 10 commence the processes of
dialing, voice recognition, decoding, message playing and
recording, etc. These actions may be performed automatically by
25 PBX/ACD 13 or in response to instructions from system
controller 11.
Although not shown in Figure 2, it will be
understood that a similar array of devices is also connected to
trunks T2-T4, and that trunk interface control unit 10a13 controls
30 this array of similar devices via its T2I-T4I ports over buses
10a15-10a17, respectively.
System controller 11 can be used to maintain a
record of the parameters (time of day, duration, busy, no answer,
etc.) for each call. Also, one or more of the agent terminals 12
35 may be configured to run without agent intervention or

CA 02314152 2000-08-O1
26
assistance. In one embodiment, system controller 11 will send an
indication of the call status (busy, no answer, etc.) and some
record identification key to the unattended agent terminal 12.
This agent terminal 12 will send the record identification key to
5 the host 16, obtain the customer account record from the host 16,
and cause the host 16 to update the record to reflect the call
status.
Although reference has been made to use of account
numbers and telephone numbers, it will be appreciated that other
10 record identification keys, such as name, address, invoice
number, etc., may also be used to identify and access a record.
Message player/recorder 10a9 allows information on
trunk T1 to be converted to the digital form appropriate for
storing the information in a memory. In the preferred
15 embodiment, the agent will press a "record" key on terminal 12a6
and, while holding the key down, speak the name of the desired
party, such as "Mr. X" or "Ms. X." While the "record" key is
held down device 10a9 will convert the spoken name into a digital
signal, which will be stored in memory in trunk interface unit l0a
20 or in memory in the system controller 11. It will be appreciated
that the agent audio communications device is connected to
player/recorder 10a9 via PBX/ACD 13. In an alternative
embodiment, the speech is recorded for a predetermined time,
such as two seconds, after the "record" key is pressed.
25 Similarly, when it is desired to reverse the process,
trunk interface control unit 10a13 or system controller 11 will
cause device 10a9 to send the recorded voice signal to trunk T1.
Message player 10a9 may be used to deliver a message or,
alternatively, the entire message may be stored in digital form in
30 the memory of trunk interface unit l0a or system controller 11 so
that device 10a9 provides the entire outgoing message.
In the preferred embodiment the message device
10a9 includes both means for converting signals, such as analog
signals from an agent's audio communications device or a
35 telephone trunk or ISDN signals from a telephone trunk, into

CA 02314152 2000-08-O1
27
digital signals, and means for converting digital signals into
signals suitable for transmission over the telephone trunk.
Although the message device 10a9 is preferably controlled by
system controller 11 or trunk interface control unit 10a13, the
5 message device 10a9 may also be directly responsive to certain
signals, such as the "record" and "continue" signals, provided by
an agent's data terminal. In such a configuration the trunk
interface control unit 10a13 might merely function as a conduit
between the data terminal and the message device for certain
10 signals.
Figure 3 is of a flow chart illustrating the basic
operation of the preferred embodiment of the present invention.
Upon starting 35, system controller 11 will cause, in step 36, an
available agent to be connected to a call. In step 37 system
~5 controller 11 will cause any available data associated with that call
to be sent to the connected agent. In decision 40 system
controller 11 monitors whether the connected agent has requested
automated handling of the call. If not then, at decision 41, system
controller 11 determines whether the agent has requested
2o termination of the call. If not then a return is made to decision
40. If so then, in step 42, system controller 11 causes termination
of the call by directing an on-hook condition and by causing the
agent to be disconnected. This is easily accomplished by
instructing PBX/ACD 13 to release the trunk line and terminate
25 the appropriate port group C connection.
If, at decision 40, the agent had requested automated
handling and signaled that the reason was that the agent was on
hold then, at step 43, controller 11 will activate the name
recording device, such as message recorder 10a9. Then, in step
30 44, system controller 11 will cause the agent to be disconnected
from the call and will activate message player 10a9. If trunk
interface units 10 are connected to the trunk lines 1 through
PBX/ACD 13 then controller 11 will instruct PBX/ACD 13 to
switch trunk T1 from the agent (port group C) to the trunk
35 interface units 10 (port group B). Then, in decision 45, trunk

CA 02314152 2000-08-O1
28
interface 10 or system controller 11 determines whether a
response is expected in reply to the message. If the response
indicates that an agent is needed then, at decision 46, system
controller 11 will determine whether the previously connected
5 agent is available. If not then in step 36 an available agent will be
connected to the call. If so then, in step 47, the same agent will
be connected to the call. After steps 36 and 47 trunk interface 10
or system controller 11, in step 37, causes any available data for
that call to be, sent to the connected agent.
10 If, at decision 45, there is a response indicating that
an agent is not needed, or a message has been played which does
not require a response, or there is no response at all from the
connected party, then system controller 11 will proceed to step 42
whereby the call will be terminated. If, at decision 42, the
15 connected agent requested automated handling of the call and
indicated that the call was essentially completed except for the
wrap-up statements then system controller 11 will proceed to
step 44.
Turn now to Figure 4 which is a detailed flow chart
20 illustrating the preferred operation of the present invention. This
operation is primarily performed by system controller 11
although many of the operations may be performed by the trunk
interface units 10 or mainframe 16 without direct control by
system controller 11. That is, the "intelligence" may be divided
25 between system controller 11, the trunk interface control units in
trunk interface units 10, and the mainframe 16. The division of
tasks among the devices will, in general, be determined by
considerations previously mentioned (memory space, processing
power, customer requirements, etc.), as well as by whether the
30 task only requires localized activity, such as that on a particular
trunk, or whether the task requires additional information, such
as whether a particular agent is available, when an agent is
predicted to be available, etc. Therefore, references to system
controller 11 should be understood as being for clarity and
35 convenience, and not as being a limitation on what device may

CA 02314152 2000-08-O1
29
perform any particular function. Certain steps and decisions are
performed by an agent, not by devices 10, 11, or 16, and are
shown for clarity and are marked by an asterisk (*).
Upon starting 50, the first decision is to determine
5 the type of call which has been answered. The process of
obtaining a telephone number to be called, dialing the telephone
number on an available trunk, monitoring the trunk for an
answer to the call, and detecting when the outbound call has been
answered are. described in the referenced documents or are well
10 known to those of skill in the art and will not be belabored here.
Likewise, the detection of an inbound call, the automatic
answering of that call, and the automatic obtaining of certain
information from the calling party by the trunk interface unit and
the system controller are described in the referenced documents
15 or are well known in the art. Decision 51 therefore determines
whether the call that was answered was an outbound call or an
inbound call. If the call was an outbound call step 66 is executed
next. If the call was an inbound call then decision 52 determines
whether the inquiry option has been enabled. If so then, in
20 step 53, trunk interface control unit 10a13 or system controller
11 will obtain information from the calling party or information
about the calling party, such as ANI or DNIS information, if
available. Upon completion of step 53 or, if the inquiry option
was not enabled, system controller 11 determines at decision 54
25 whether an agent is available.
The availability of an agent is not necessarily
determined simply by whether or not the agent is currently
connected to a party. In the preferred embodiment agent
availability is also a function of call pacing and inbound call rate
30 prediction. For example, the agent may have completed, or
maybe predicted to be about ready to complete, a current call.
However, that agent may not be available because that agent has
already been assigned to handle a particular call once the current
call has been completed.

CA 02314152 2000-08-O1
30
If an agent is not available then the holding
procedure is conducted in step 55. Holding procedure 55 has two
output possibilities: termination (TERM.), and continuation
(CONT.). Holding procedure 55 is explained in more detail
5 below. If the termination output is selected then system
controller 11 returns to decision 51. If the continuation output of
holding procedure 55 is appropriate then system controller 11
returns to decision 54.
If, at decision 54, an agent is available, then decision
10 56 determines whether any information is available. This is the
information that would have been obtained in step 53. If
information is not available then step 62 is executed next. If
information is available then decision 57 determines whether a
record is available for the calling party. Based upon the
15 information obtained, such as an account number, a telephone
number, or other information, system controller 11 will first
determine whether a record is available in the data contained in
the memory of system controller 11. If not then system
controller 11 will request the record from mainframe computer
20 or other host 16. If a record is still not available, then system
controller 11 will cause, in step 60, the information to be sent to
the agent and will then proceed to step 62. If a record is available
then, in step 61, system controller 11 will send the record to the
available agent, or cause the record to be sent to the available
25 agent, and then proceed to step 62. In step 62 system controller
11 connects the agent to the call. As is well known, this is
accomplished by sending an instruction to PBX/ACD/switch 13 to
connect the trunk line for the incoming call to the audio
communication means of the available agent.
30 In step 63 the agent transacts the business that is
necessary. This may involve taking an order, verifying
information, discussing a payment schedule, etc. Decision 64
follows, or may be part of, the process described in step 63.
If at decision 51 the type of call answered is an
35 outbound call then, in step 66, the record for the called party is

CA 02314152 2000-08-O1
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sent to the available agent. Many states prohibit the dissemination
of collection information or other types of information to anyone
except the customer. Therefore in step 67 the agent asks for the
desired party in order to verify that the correct party has
5 answered the outbound call. The agent then determines, in
decision 70, whether the desired party is the party to whom the
agent is connected. If so then the agent proceeds to transact the
desired business in step 63. If the desired party is not the party
who answered the call then the agent will ask whether the desired
10 party is available in step 71. If the desired party is not available
then, in step 72, the agent will press a key, at the agent terminal
which indicates that the desired party was not available and that
the call should be placed again at a later time. The agent may also
enter a time at which the desired party will be available, if that
15 information was communicated to the agent. At this point the
agent is released from the call and system controller 11 returns to
decision 51.
If, at decision 71, the desired party was available
then the agent may request that the desired party come to the
20 telephone. If the telephone number called was a home telephone
number then the answering party may simply place the handset
down on a table or counter while they attempt to locate the
desired party. If the telephone number called is an office
telephone number and a receptionist or secretary answered the
25 call then the agent may be placed "on-hold" while an attempt is
made to locate the desired party. Also, in step 63, the agent may
be transacting business with the desired party and the desired
party may be temporarily interrupted to attend to another matter.
Therefore, in decision 64, the agent determines whether the
30 business transaction is essentially complete. If so and automated
voice wrap-up is desired then the agent presses a key which
indicates that the transaction has been completed and that
automated wrap-up is needed. System controller 11 then
proceeds to execute step 100. If the business transaction is
35 essentially complete but automated wrap-up is not desired then the

CA 02314152 2000-08-O1
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agent will press a different key which indicates that the
transaction had been completed but that automated wrap-up is not
needed. In this case system controller 11 will mark the call as
completed and cause an on-hook condition on the trunk in step 68,
5 and will then return to decision 51. If the agent determines that
the transaction is not complete then, in decision 65, the agent
determines whether the desired party will be unavailable for a
sufficient time for the agent to be considered to be "on-hold". If
not then the agent will return to decision 70. If, at decision 65,
10 the agent determines that the agent is in an on-hold condition then
the agent communicates this condition to system controller 11 via
the "record" key or keys.
System controller 11 determines, in decision 73,
whether the "record" key or keys have been pressed. If not then
15 system controller 11 takes no action and the agent returns to
decision 70. If the record key has been pressed then, in step 74,
the agent speaks the name of the desired party while pressing the
"record" key. In step 75, while the record key is depressed trunk
interface control unit 10a13 will record the spoken name of the
20 desired party, either automatically in response to information on
buses 4 or 5 indicating the record key has been depressed or as a
result of a command from system controller 11 in response to the
signal indicating that the record key has been depressed. In one
embodiment the recording process continues so long as the agent
25 is pressing the "record" key. In another embodiment, the
conversion and storage process will occur for a predetermined
time, such as two seconds, after the agent has pressed the "record"
key. In another embodiment, the conversion and storage process
is initiated when agent presses the "record" key and continues
30 until the agent presses another key or presses the record key
again, or until a longer timeout period has expired. If the agent
determines that the agent has incorrectly pronounced the name of
the desired party then the agent may cause the stored name to be
erased and the proper pronunciation or name to be stored by
35 simply pressing a "continue" key and/or the record key, and

CA 02314152 2000-08-O1
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repeating step 74, which causes system controller 11 to reexecute
step 75. It may happen that, as the agent is speaking the name of
the desired party, the desired party, or someone else, returns to
the telephone. If so then the agent will want to indicate to system
5 controller 11 that the agent wishes to continue on that call and not
be released. This is accomplished by the agent pressing the
"continue" key or another appropriate key. In decision 76 system
controller 11 determines whether the "continue" key has been
pressed. If so then system controller 11 will allow the agent to
10 continue on the call and therefore a return will be made to
decision 70.
If the "continue" key is not pressed within a
predetermined amount of time after the release of the "record"
key then, in step 77, system controller 11 connects the agent to
15 another call. In step 80 system controller 11 causes a message to
be played on the trunk line for the connected party. System
controller 11 accomplishes this using message player 10a9.
System controller 11 will retrieve, from its memory or the
memory of trunk interface control unit 10a13, the converted and
20 stored name of the desired party. System controller 11 will send,
or cause trunk interface control unit 10a13 to send, this
information to message device 10a9 so that, when someone
returns to the telephone, they will hear a message, such as: "I am
calling for (desired party). When (desired party) has returned,
25 or if you need to speak with an agent, please press any key on
your telephone or say the word 'yes' clearly and distinctly." Of
course, (desired party) would be an actual name, such as "Mr.
Smith" or a phrase, such as "the person who called ABC
Company". This message instructs the returning party as to the
30 action that needs to be taken to obtain the return of an agent. For
parties who have DTMF telephones a response is easily provided
by pressing any of the keys. The DTMF tones are decoded by
DTMF decoder 10a28. For those persons who do not have a
DTMF telephone the voice recognition module 10a32 decodes

CA 02314152 2000-08-O1
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certain specified words so that the party may signal his/her
return.
At decision 81 system controller 11 monitors, via
decoder 10a28 or module 10a32, the connected trunk line for a
5 response from a returning party. If there is not a response then,
at decision 82, trunk interface unit l0a or system controller 11
determines whether there is an "on-hold" time out. If not, a
return is made to step 80 where the message is played again. If a
time out has. occurred then, in step 83, system controller 11
10 causes hang up (an on-hook condition) of the trunk line, marks
the call for later redial, and indicates that the call was terminated
because the connected party put the agent on hold for an excessive
time.
If, at decision 81, there is a response then system
15 controller 11 will determine, at decision 84, whether the prior
agent is available. If the prior agent is available it is preferred to
connect the call to that agent because that agent may already be
familiar with the business being transacted because of the earlier
exposure to the customer or the customer record. Therefore, in
20 step 85, system controller 11 sends, or causes mainframe 16 to
send, the record to the prior agent and then causes this agent to be
connected to the call. A return is then made to decision 70.
If the prior agent is not available then, at decision 86,
system controller 86 determines whether any agent is available.
25 If not then, in step 87, system controller 11 conducts the holding
procedure described below. The holding procedure has two
outputs: termination and continuation. If termination is
appropriate then a return is made to decision 51. If continuation
is appropriate then a return is made to decision 84. If system
30 controller 11 determines at decision 86 that an agent is available
then, at step 90, system controller 11 will send, or cause
mainframe 16 to send, the record for the connected party to the
available agent and connect the available agent to the call. It will
be appreciated that whenever a record is sent to an agent the
35 preferred embodiment provides the most current record for that

CA 02314152 2000-08-O1
35
connected party to that agent using online updating techniques
such as those described in the above-referenced documents.
However, an older record, such as a record previously
downloaded from a host, may be used if desired.
5 If, at decision 64, the agent determined that the
transaction was complete and automated wrap-up was needed then
system controller 11 will execute step 100, which comprises
playing one or more "wrap-up" messages. These messages may
be simple messages which thank the connected party for his/her
10 time and attention or for placing an order, or may be interactive
messages which are intended to elicit a response. System
controller 11 will cause these messages to be played via message
player 10a9. In the preferred embodiment, each agent has
previously recorded a series of standard "wrap-up" messages in
15 that agent's own voice. System controller 11 will therefore play
the wrap-up messages using the voice of the operator.who was
last connected to the call. In an alternative embodiment, the
wrap-up messages are previously recorded but not necessarily in
the voices of the agents.
20 Decision 101 determines whether a response is
expected to the wrap-up message. If not then, at step 102, system
controller 11 causes trunk interface unit l0a or switch/PBX/ACD
to release the trunk (go on hook). A return is then made to
decision 51. If a response is expected then decision 103
25 determines whether a response was received. If a response was
not received then, in decision 104, trunk interface l0a or system
controller 11 determines whether a no-response time-out
occurred or if a disconnect occurred (the other party hung up).
If not then a return is made to decision 103. If so then, at step
30 105, the trunk is released and system controller 11 hangs up and
marks the call for a "no-response time-out" or a "disconnect", as
appropriate. This allows a supervisor to, if desired, review the
transaction record for calls so marked and determine whether or
not a follow up telephone call is appropriate.

CA 02314152 2000-08-O1
36
If, at decision 103, a response is present then, at
decision 106, trunk interface l0a or system controller 11
evaluates the response to determine whether agent assistance is
needed. If so then a return is made to decision 84. If not then, in
step 107, trunk interface l0a or system controller 11 records the
response, if appropriate. A return is then made to step 100 to
play the next wrap-up message.
In the preferred embodiment, an agent will initially
log in and provide an agent identification (ID) number. System
controller 11 will then keep track of the station where that
operator is located. If an agent logs off system controller 11 will
mark that agent as being unavailable. When an agent moves from
one agent terminal to another agent terminal system controller 11
will note the new location of the agent. Also, prerecorded
messages may be made using the agent ID number so that system
controller 11 can associate each prerecorded message with the
agent that made that message. In an alternative embodiment it is
assumed that each agent terminal is dedicated to a particular agent
so system controller 11 will simply keep track of the station
which was associated with the call or prerecorded messages.
In the holding procedure, in step 120, system
controller 11 causes a "next available agent" message to be
played. This message thanks the connected party for holding and
advises them that they will be connected to the next available
agent. Of course, a connected party may eventually tire of
waiting for an agent. Therefore, decision 121 tests whether a
time-out condition has occurred. If so then, at step 122, system
controller 11 causes an "apology" message to be played. This
message thanks the connected party for holding, apologizes for
the delay, and asks the connected party to indicate whether the
party will wait. In the preferred embodiment system controller
11 also provides to the connected party, via message device 10a9,
an indication of the status of the connected party, such as a stated
amount of time before an agent will be available, an additional
unstated amount of time, and/or an indication of the number of

CA 02314152 2000-08-O1
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parties in the holding queue ahead of the connected party. The
prediction of the wait time is described below. The connected
party may be asked to indicate their preference by, using a DTMF
telephone, keying in a "1" to indicate that the connected party will
5 wait or a "2" to indicate that the connected party will not wait.
The connected party may also indicate a preference by stating
"yes" to indicate that the party will wait or "no" to indicate that
the party will not wait. Additionally, a "no" will cause the
connected party to be asked to indicate the best time for a return
i0 phone call and/or whether a different telephone number is desired
for the return phone call. The connected party may provide this
information by keying in, for example, a "3" followed by a time
to indicate the best time for the returned call, and/or "4" followed
by a telephone number to indicate a better telephone number for a
is returned call. If the connected party does not provide a time or a
different telephone number for the returned call then, when an
agent becomes available, system controller 11 will cause a return
call to be placed. If the connected party has indicated a preferred
time or telephone number then system controller 11 will cause the
2o call to be placed in accordance with these customer preferences.
However, system controller 11 will disregard the time request if
the requested call back time is not within the hours permitted by
applicable law, such as, no calls after 9:00 p.m. Also, system
controller 11 may disregard the specified telephone number if the
25 telephone number is in a different area code or, if so
programmed, in a different exchange. In order to prevent
valuable information from being lost, system controller 11 does
not overwrite the telephone number for that customer in system
controller 11 or mainframe 16 but simply marks the record to
30 indicate that number as an alternate or preferred telephone
number. Additionally, if not previously obtained in step 53,
system controller 11 will cause messages to be played which
prompt the connected party to leave, by DTMF tones or voice,
pertinent information such as a telephone number or an account
35 number. If the party is connected as a result of an outbound call

CA 02314152 2000-08-O1
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then it is generally not necessary to obtain the telephone number
because this information was already available so that the
outbound call could be placed.
Again, the signals are processed by decoder 10a28
5 and voice recognition module 10a32 and the resultant signal
provided to system controller 11 for action. If, at decision 123,
the party indicates that he/she will wait then the continuation
(CONT.) output of the holding procedure is selected. If, at
decision 123, the party is providing additional information, such
10 as a time to return the call, a different telephone number, an
account number, or other information which was not obtained in
step 53, then, in step 128, system controller 11 will cause
interactive messages to be played and responses from the
customer to be recorded until system controller 11 has obtained
15 all the information which the customer is willing to provide. A
return is then made to step 122. However, if an agent becomes
available then the party will be connected to the agent. If, at
decision 123, the connected party indicates that he/she will not
wait then system controller 11 proceeds to decision 125. If, at
20 decision 123, there is no response then, at decision 124, a
determination is made as to whether a disconnect has occurred
(the connected party hung up). If not then the CONT. output is
selected. If so then decision 125 is executed.
Decision 125 determines whether information was
25 obtained in step 53 or step 128 for the connected party or the call
was an outbound call. If so then the call is marked for an "agent
not available" disconnect and later redial. The call is marked in
this way so that when the call is later returned the agent will
know to apologize for the previous inconvenience to the
30 connected party. In step 127 system controller 11 causes the
trunk line to be released. If, at decision 125, information has not
been obtained and the call was not an outbound call then step 127
will be executed. It will be appreciated that the information
obtained includes any ANI or DNIS information provided by the

CA 02314152 2000-08-O1
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telephone company. The output of step 127 is the TERM. output
of the holding procedure.
Figure 4F is an illustration of the procedure used to
advise the connected party of his/her holding status. In the
5 preferred embodiment this procedure is implemented by system
controller 11 but the procedure can be implemented by any
device which has access to the necessary information. Upon
starting 150, system controller 11 will, in step 151, project the
time to availability of each agent, individually, based upon
10 whether that agent is currently handling an inbound call or an
outbound call. System controller 11 maintains separate statistics
for each individual agent and, in addition, categorizes the statistics
as pertaining to an inbound call or to an outbound call. A sliding
window is used so that only the last M statistics for inbound calls
15 and the last N statistics for outbound calls are used for each agent.
In the preferred embodiment, M and N are both equal to 20.
This figure is not critical and a higher number may be used to
obtain a more constant projected time or a lower number may be
used to cause the projected time to respond more rapidly to
20 variations in the calls handled by the agent.
In step 152 system controller 11 designates each
agent, individually, to next handle an inbound call or an outbound
call, based upon the inbound call/outbound call priority
designated by the user. The designation of agents to next handle
25 inbound calls or outbound calls is described in the referenced
documents. In addition, step 152 ranks the agents designated to
handle inbound calls based upon the predicted time to availability
of each agent and also ranks the agents designated to handle
outbound calls based upon the predicted time to availability of
30 each agent.
In step 153 system controller 11 categorizes each
party on hold as being in an inbound call holding queue or an
outbound call holding queue.
In step 154 system controller 11 assigns a priority
35 number to each call in the inbound holding queue. In the

CA 02314152 2000-08-O1
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preferred embodiment, calls which have been on hold the longest
have the highest priority. Likewise, system controller 11 will
assign a priority number for each call in the outbound call
holding queue. The same criteria is used to assign the priority of
5 the calls in the outbound holding queue.
In step 155 system controller 11 matches the
priorities of the inbound calls to the ranking of the agents
designated to handle inbound calls. Likewise, the priorities of the
outbound calls are matched to the ranking of the agents designated
1o to handle outbound calls. Therefore, an inbound party on hold
who has been assigned a priority of 3 will be matched with the
time that a third agent becomes available who is designated to
handle inbound calls. If the third agent is expected to be available
in two minutes then the party will be advised that it projected that
15 an agent will be available in two minutes. The same procedure is
used for outbound calls. In the preferred embodiment, this
procedure is executed on a continuous basis but the party on hold
is only notified of the predicted time to agent availability at
periodic intervals, such as every thirty seconds. The interval time
20 is a matter of preference and other times may be used. In the
preferred embodiment, as shown above, the projections are used
in step 122.
In an alternative embodiment the time prediction is
not provided to the party on hold. Therefore, even though steps
25 151, 152 and 155 may be used for other purposes, only steps 153
and 154 are used to inform the holding party of his/her status. In
this alternative embodiment the party on hold is simply advised of
how many parties are in the inbound or outbound holding queue
ahead of that party. In another embodiment, both time and the
30 number of parties ahead are provided to the party on hold.
In still another alternative embodiment, no
distinction is made between inbound calls and outbound calls for
predicting agent availability and/or categorizing and assigning the
priority to the parties on hold. Therefore, it should be
35 understood that the present invention is not limited to use with the

CA 02314152 2000-08-O1
41
algorithm described above but may be used with any call pacing
algorithm.
It will be appreciated that providing this information
to the party on hold allows the party on hold to make an informed
5 decision as to continue holding, call back at a later time, request
that a returned call be placed, conduct the transaction without an
agent using tone decoding and voice recognition, begin
conducting the transaction without an agent, etc.
It will be appreciated from the above that the present
10 invention describes a method and an apparatus which improves
the efficiency of an agent by reducing or eliminating the "on
hold" time of the agent. In addition, agent efficiency is further
improved by reconnecting the same agent that was previously
connected to the other party. This is advantageous in that the
15 agent is already familiar with the customer record by virtue of
the previous exposure. In addition, closing or "wrap-up"
statements, which typically require little or no response from the
connected party, are prerecorded so that these may be done by the
system and not by the agent. In addition, to maintain apparent
20 continuity with the connected party, the messages or statements
played are preferably in the voice of the agent who was last
connected to the party. Furthermore, an indication of the holding
status is provided to the connected-on-hold party. It will be
appreciated that messages which do not require the name of a
25 party may be entirely prerecorded and activated by the agent
pressing a designated key or keys. As in the case with the record
key, the agent will then be disconnected from the current call and
connected to the next call. Of course, other embodiments of the
present invention may suggest themselves to those of skill in the
30 art based upon a reading of the foregoing disclosure. Therefore,
the present invention is to be limited only by the claims below.

Representative Drawing