Telephonic communications – Centralized switching system – Call distribution to operator
Reexamination Certificate
1998-12-22
2001-11-06
Hong, Harry S. (Department: 2742)
Telephonic communications
Centralized switching system
Call distribution to operator
C379S265130, C379S266020, C379S266050
Reexamination Certificate
active
06314177
ABSTRACT:
FIELD OF THE INVENTION
The present invention relates to communications handling centers, such as telephony call centers, and more particularly to communications handling centers that forward incoming communications using agent attributes, and to methods used by such centers.
BACKGROUND OF THE INVENTION
Communications handling centers, such as telephone call centers, forward incoming communications, such as telephone calls, for processing by one of several associated call handling personnel or “agents”. Other communications centers may be used to forward voice-over-internet protocol (“VoIP”) communications; electronic mail messages; facsimiles or the like, to associated handling agents.
Telephony call centers, for example, are often used to dispatch emergency services; as telemarketing sales centers; as customer service centers; or otherwise to automatically distribute received calls. Each incoming call (a communication) has a number of handling requirements, depending on, for example, the nature of the call, the originating call area, and the language of the call. Agents, on the other hand, each have abilities to process calls having certain handling requirements. Typically, agents are able to process one or more call types. For example, agents are typically trained to process certain call subject matters and certain call languages.
In known telephony call centers, computerized communications center equipment places incoming telephone calls, of a particular type, requiring defined skills, in queues of like calls. Appropriate agents have skills necessary to process calls in the queues, and are assigned to such queues. Agents are often assigned to multiple queues, reflective of their particular handling skills. Typically, this is done to increase the handling capacity of the center by making improved use of available communications handling resources.
Quite often, agents may handle calls related to one or more subject areas, and possess varied attributes that are relevant to all subject areas they are capable of handling. For example, a telephone call center agent may speak multiple languages, and may therefore be able to process telephone calls relating to a particular subject matter in all these languages. One simple approach used to deal with multiple agent attributes is to create and administer individual queues, each of which takes into account the subject matter and the attributes of the agent. For example, if an agent is capable of handling service calls in French and English, a call center may be configured to maintain call queues “Service-English”; and “Service-French”. This, however, is administratively very cumbersome.
Other known telphony call centers use agent-skill indicators, associated with agents in order to connect calls. In such centers, a call is connected to an agent having an agent-skill indicator matching that of the call, within an administrative group of agents known groups as a “split”. Agents, however, are typically only assignable to single splits, and typically only a single agent-skill indicator is used to connect the call. Disadvantageously, such call centers do not use agent attributes across “splits”. This may lead to an inefficient utilization of call center resources. Moreover, these communications handling centers do not allow for the easy administration and re-assignment of agents to queues, while maintaining agent skill-sets.
Accordingly, an improved communications handling center that forwards incoming communications based on queues and agent attributes is desirable.
SUMMARY OF THE INVENTION
In accordance with the present invention, agents within a communications handling center, such as a telephone call center, are assigned to handling queues. Additionally, communications handling attributes are assigned to the agents. Communications, such as incoming telephone calls, are forwarded to agents by determining handling requirements, including an appropriate handling queue and required handling attributes. An available agent within a queue is first located, and then an assessment is made whether that agent possesses required attributes in order to handle the communication. If so, the call is forwarded to the located agent.
Preferably, the assigned agent attributes are relevant to all queues to which the agent may be assigned. Advantageously, then, the agent attributes are used to filter incoming communications. Accordingly, fewer queues must be administered, and agents may be re-assigned to call handling queues, without re-assigning agent attributes.
Other aspects, features and advantages of the present invention will become apparent to those of ordinary skill in the art upon review of the following description of specific embodiments of the invention in conjunction with the accompanying figures.
REFERENCES:
patent: 5206903 (1993-04-01), Kohler et al.
patent: 5335269 (1994-08-01), Steinlicht
Davis Sheldon Joseph
Montemurro Michael P.
Hong Harry S.
Nortel Networks Limited
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