A CALL-CENTER WITH AGENTS THAT ARE DISTRIBUTED
OVER THE INTERNET
Field of the Invention
The present invention relates to the field of telecommunication. More
particularly, the invention relates to a method and apparatus for accessing
agents to answer or initiate calls to/from customers, incoming into or
outgoing from a call-center, over a packet switched network, in real-time.
Backgrronnd of th^ Invention
Modem marketing and customer servicing organizations provide services,
such as information, sales and telemarketing to customers by telephonic
interaction, which reduces the operating costs, and enables the customer
to be served efficiently, with no need to meet the vendor face-to-face. In
practice, the interface between the customer and the vendor is provided by
an "agent" (sometimes known as the customer service representative), who
is a person, sitting in the vendor's call-center and answering or initiating
tihe customer calls. Upon receiving a call from the customer, the call is
routed to an ^ivailable agent who serves the customer. Maximal customer
service is achieved by reducing the customer waiting time until an
available agent or an appropriate agent is aHocated to answer the
incoming caU. Furthermore, minimizing the idle waiting time of the agents
reduces the cost for the operator of the call-center.
Calls entering an incoming call-center are usually distributed to the
agents of an inbound call-center by an Automatic Call Distributor (ACD),
which receives incoming calls from a Public Switched Telephone Network
(PSTN), and distributes the calls between a plurality of agents
permanently connected to the ACD by telephone Unes. In other services,
such as telemarketing, agents from an outgoing caU-center are required to
reach customers, and outgoing calls are paced by a Predictive Dialer (PD),
or other method which estabHshes outgoing calls to a customer according
to the probability that an agent will be available for receiving the
established call. Blended call-centers allow agents to handle incoming or
outgoing calls, depending on need.
Both inbound and outbound telephonic services, which employ ACDs and
PDs, require a permanent data connection between the ACD/PD and each
agent, as well as a voice connection, in order to obtain the status of each
agent and to transfer data relating to the caD (e.g., the caller ID,
sales/services history, etc.) to and from the agent. Such connection may be
provided via, for instance, a modem, using a dedicated telephone line or a
separate data line in addition to the voice line, for telecommuting remote
agents (agents located far from the call-center), or direct connection (to the
call-center) for agents who communicate at the call-center (local agents).
This approach is relatively costly, since all agents are continuously
cozmected by a dedicated telephone line, to the call-center. Further, this
approach does not allow inexpensive telecommuting. It is therefore
desirable to increase the number of available agents upon request, who are
rapidly accessible, in real time, by using an available data network, such
as the Internet or other types of packet switched networks.
US Patent 5,742,596 describes a data network-based distributed Private
Branch Exchange (PBX) system, in which a pltffahty of customers are
coupled to the network by regular telephone sets, which are connected to
the data network via a host computer or remote subscriber interfaces. A
server provides all the packet-switching functionality to the system. Voice
is converted to packets by a host computer at the source, and recovered by
another host computer at the destination.
US Patent 5,778,060 describes an ACD switch, which is connected to
remote agents and local agents, which transmits their status to the ACD.
A server suppli^ the ACD information about the availability of the remote
agents. This arrangement enables ACD callers to be served by remote
agents, essentially the same as by local agents. However, a dedicated
chazmel is required to carry the status information, which requires an
extra telephone line.
US Patent 4,048,452 describes an ACD system, in which calls are
uniformly distributed among groups of agents. Incoming calls, which are
directed to a first group, are automatically routed to available agents of
another group, when the load of the first group is greater than the load of
the other group, or when the waiting time for incoming calls in the first
group is over a specified threshold value, and the waiting time for
incoming calls in the other group is below another specified threshold
value.
US Patent 5,684,870 describes a system for transferring calls which
contain voice and data components, between a plurality of call-centers.
Each voice component is associated with a unique identifier, which is used
later to identify that call. A first call-center transfers the voice component
to another call-center, which iises the identifier to route the voice
component to an available agent at the other call-center.
US Patent 5,687,225 describes an add-on system which provides outbound
call capability to inbound ACDs. The system connects agents to outbound
calls via an inboimd ACD at high switching speed, without modification in
the ACD.
All the systems in these prior art patents are based on a predetermined
group of agents, continuously connected to ACDs or to call-centers via
voice and data channel. These systems lack the capability to route, in
real-time, inbound or outbound calls to and firom remote agents,
respectively, which are not directly connected via. voice and data channel
toanACD.
All the methods described above have not yet provided satisfactory
solutiona to the problem of accesating agents for serving a call-center, over
a packet switched network, in real-time.
It is an object of the present invention to provide a method and apparatus
for accessing agents serving a call-center, which overcome the drawbacks
of the prior art.
It is another object of the present invention to provide a method and
apparatus for accessing agents scarving a call-center, which are distributed
over a packet switched netwott, in real-timel
Other objects and advantages of the invention wiE become apparent as the
description proceeds.
Siianmarv of fJie Invention
Tb& present invention is directed to a method for interconnecting remote
agents serving a call-center, sadx as a telephonic caU-center, which are
distributed over a packet switched network, with customers/callers tlia.t
are telephoziically connected to said. caU-center and/or distributed over said
packet switched network ancE/or another, packet switched network.
Information that is related to the availabiiity of local agents that are
directly connected to said call-canter is obtained in real time. Indication,
provided in real time over said packet switched network by any remote
agent, that represents his current active/inactive sta,tus is also obtained. If
an available local a^nt is identified, calls ate automatically routing to
said local agent if no availabk local agent is identified, said distributed
remote agents arc accessed in real time, and an available remote agent is
sought among the active, remote agents, over said packet switched network
and/or over said another packet switched network. Calls are automatically
routed to the first available remote agent that is identified.
By using the term "IF* it is meant to include any system, in which data
packets are arranged and transferred according to the Internet Protocol
(e.gl, the Internet, an Intranet, a LAN, a WAN and others), or any "packet
switched network" including any network or any system, in which data is
divided to packets of fixed or variable size and then transferred to its
destination. Such packet switched networks may also comprise
Asynchronous Transfer Mode (ATM), Frame Relay networks and other
multiple session operating modes.
The term ''predictive- dialer" is a non-limitative example of automated
outbound dialing apparatus, used in call-centers. The methods described in
this patent are equally useful in call-centers which employ Preview
Dialing, Progrcssivo Dialing, Predictive Dialing or any other method that
enables the establishment of outbound calls by a call-center or by agent of
a call-center. This indudes, without limitations, situations in which
call-centers respond to incoming data connections or other messages and
initiate outgoing calls accordingly. These dialing processes are disclosed,
for example. in the Internet site
"http://www,contactpt.com/prodinfo/dialerl.htm". The term "simultaneous
transmissioii" is meant to be any protocol that altows for multiple sessions
over a single connection.
Preferably, inbound calls from telephonicaUy connected callers, as well as
IP callers, are received in an ACD, which routes these calls to available
local or remote agents. Several outputs of the ACD may be connected
directly to local agents,'and the remaining outputs are connected to remote
agents via a first gateway and a first packet switched network- Several
outputs to remote agents may share a single connection. Inbound calls
&om IP callers are received via a second gateway and a second packet
switched network.
Upon receiving an inbound call, the ACD starts seeking an available lo<5al
or remote agent. Once'an available agent is identified, the inbound call is
automatically routed to that agent. If the first available agent is a local
agent and the inbound call is telephonic, the ACD can simply switch the
call-to the available local agent. If the inbound call is an IP caU arriving
from the second packet switched network, the second gateway converts the
IP to an analog protocol and the ACD switches the converted IP call to the
local agent. The data, if any, associated with the call, such as the user ID
information, is trgmsferred to the agent's workstation over the data
network, with the call. By using the term "first available agent", it is
meant any technique, used in call-centers, for allocating agents to
customers (callers).
Preferably, if a remote agent is allocated first, and the inbound call is
telephonic, the ACD simply switches the call to the available remote agent,
via the first gateway and the first IP network. If the inbound call is an IP
call arriving firom the second IP network, a bypass switch is activated by
the ACD, and the call is transferred as IP data directly to the first IP
network and firom there to the remote agent. Of course, the first and
second packet switched networks may be a part of the same network, such
as Internet sites of an IP network.
Preferably, the same method is applied by the invention for outbound
calls, when local and remote agents are required to communicate with
telephonically connected or IP customers. The ACD is connected to a
predictive dialer, which begins to establish a connection with
telephonically connected or IP customer, according to the probability that
an agent will be available until the call establishment is completed. The
predictive dialer initiates a call with a customer, and as the connection is
established it starts seeking a first available agent via the ACD. Once an
available agent is located, the outboimd call is automatically routed to the
agent If the outboimd call is telephonic and the agent is local, the ACD
simply switches the call to the agent. If the outbound call is telephonic and
the agent is remote, accessible over the first IP network, the first gateway
converts the IP to an analog protocol and the ACD connects the converted
IP connection to a telephonically connected customer. If the outbound call
is directed to an IP customer, and the agent is local, the second gateway
converts the IP call to an analog protocol and the ACD switches the
converted IP call to the local agent. If the outbound call is an IP call,
directed to an IP customer, and the agent is a remote agent, accessible
over the first IP network, a bypass switch is activated by the ACD, and the
call is transferred as IP data directly to the second IP network and from
there to the IP customer. Alternatively, the IP connection information may
be forwarded to the remote agent and caller, so as to directly connect the
remote agent with the customer via the data network.
The invention is also directed to an apparatus for interconnecting remote
agents serving a callm the queue is served on a First-In-First-Out (FIFO) basis,
or any other basis, used in call-centers. If the call is not served within a
predetermined time i}eiiod, an option to record a message may be offered
to the caller every predetermined period. If the caller prefers to use this
option, the message is recorded by the ACD 11 and handled later on.
Fig. 2A is a block diagram of an inbound call-center 20a, which, according
to a preferred embodiment of the invention, is connected to a pliirahty of
telephonic callers. Service is based on telephonic connections between
callers, and a plurality of local agents 12 and/or remote agents 21, serving
the callera. Inbound calls, which arrive from telephonicaUy connected
callers, are received at the ACD 11, which functions again as a routing
switch. The plurality of local agents 12 are continuously coxmected to the
ACD 11. Since in this configuration, all local agents are directly connected
to the ACD 11, on-line information about the status of each local agent is
provided to the ACD 11.
Upon receiving an inboxmd call, the ACD 11 seeks a first available agent
to serve the caller and/or the user. After an available agent is obtained,
the inbound call is automatically routed to this agent, as previously
explained. Seeking an available agent may be carried out with no
preferences to the agent's connection type (local or remote), but with
reference to an .availability queue, as well known La the art. The
availability status of each agent is stored in a database and continuoxisly
updated. Local agent, who are directly connected, have their status
updated via the control darmtry 102, as is well known in the art. Remote
agent availability is updated on-line. This requires a prompt update of
each remote agent's status. According to a preferred embodiment of the
invention, agent status information is collected and stored in a database.
Status information is primarily based on notij&cation from the remote
agents, or by polling agents by the ACD control circuitry 102, or a
combination of them. Logging of remote agents onto the IP network is
carried out when they are available. Any remote agent that is logged on,
and for some reason wishes to leave his station, informs his computer that
he is not available. This information is sent to the database. Log-in and
log-out messages &om each remote agent are stored in a database, as well
as information about calls sent to them. In this way, no calls are
transferred to this agent until he informs his computer that he is
reconnected, or until he logs onto the IP network again. Alternatively, the
control circuitry 102 polls all available remote agents each second, or any
other desired time interval and updates the database accordingly. A query
about availability is also introduced at predetermined times to any remote
agent for status update. Status information may also be collected by
polling agents who are logged out (not active), or by using the database
and polling only logged in and available agents. Therefore, the control
circuitry 102 either polls its remote agents, or monitors log-in and log-out
operations of the remote agents or any combination of the two. Data
transfer is controlled by a control circiiitry 102, which is cormected to the
ACD 11, to the data network 101. Thus, the status of both local and
remote agents, as well as the time when they became available, exists in
the database, to allow ACD 11 to seek the first available agent with no
regard to location.
If the first available agent is a remote agent 21, from a plurality of remote
agents which are distributed over the IP network (such as the Internet),
the eaU is transferred via ACD 11, via an outbound IP network 22, and a
gateway 23. The ACD 11 is linked to a data network 101 (or a database)
and bi-directional control and management data (e.g., data about the
connection with the caller, caller ID, payments, credit card number etc.)
may be transferred between the data network 101 and local or remote
agents. The data network 101 is linked to the ACD 11, to each local agent
12 and to the gateway 23 through data links (shown in Fig. 2A in dashed
arrows) for simidtaneously transmitting data and voice over the network,
that is associated with the connection between the ACD 11 and each
remote agent 21. Data transfer is controlled by a control circuitry 102,
which is cozmected to the ACD 11, to the data network 101. Additional
information and data, such as the connection history with a caller, caller
ID, and any new data that is generated by any agent is also uploaded and
stored in the database and is available for dowxdoad by any agent.
Fig. 2B is a block diagram of an inbound call-center 20b that serves both
telephonic and IP callers (users), with on-line access to remote agents
distributed over an IP network, according to a preferred embodiment of
the invention. Service of telephonic callers is provided in the same way as
previously described with reference to the inbound call-center 20 of Fig.
2A. Service of IP users 16 is based on an IP connection between the ACD
11, and the IP users 16, via an inbound IP network 17. Since IP users are
connected via a personal computer and transmit data packets, the data is
first converted from an IP to analog signals by a gateway 18, which is
actually a protocol converter, serving as an interface between the IP and
telephonic environment. The converted inbound calls, which arrive, for
instance, from Internet users, are received at the ACD 11, which functions
again as a routing switch and is linked to a similar data network 101 and
local and/or remote agents. The data network 101 is also linked to each
local agent 12 and to the gateways 18 and 23 through data HrtTra (shown in
Fig. 2B in dashed arrows) for transmitting both data and voice over the
network, that is associated with the connection between the ACD II and
each remote agent 21 or each IP user 16. Additional information and data,
such as the connection history with a caller, caller ID, and any new data
that is generated by any agent is also uploaded and stored in the database
and is available for download by any agent.
Upon receiving an inbound call from an IP user, the ACD 11 seeks a first
available agent to serve the caller and/or the user. After an available agent
is obtained, the inbound call is automatically routed to this agent. As
previously explained, seeking an available agent is carried out with no
preferences to the agent's connection type Gocal or remote). If the first
available agent is a remote agent 21, from a plurahly of remote agents,
which are distributed over the IP network (such as the Internet), the call
is connected to the remote agent 21, via an outbound IF network 22, and a
gateway 23. Here again, the ACD 11 comprises, or is linked to, a data
network 101 (or a database) and bi-directional control and management
data (e.g., data about the connection with the caller, caller ID, payments,
credit card number etc.) may be transferred between the data network 101
and each remote agent 21 through data links (shown in Fig. 2A in dashed
arrows) for simultaneously transmitting data and voice over the network,
that is associated with the connection between the ACD 11 and each
remote agent 21. Data transfer is controlled by a control circuitry 102,
which is connected to the ACD 11, to the data network 101 and local or
remote agents.
Additional information and data, such as the connection history with a
caller, caller ID, and any new data that is generated by any agent is also
uploaded and stored in the database and is available for download by any
agent.
A bypass path for IP data is utilized by controlling a bypass switch 24.
Data-protocol conversion is not required for transferring inbound calls
from an IP user 16 to a remote agent 21, via the IP network 22. Therefore,
the ACD 11 controls the bypass switch 24, to switch the DP data directly
from gateway 18 to the IP network 22. Alternatively, the ACD may
provide the calling party software, the IP address of the agent, to directly
make the connciction between the calling party and the remote ag^nt, in a
process which is similar to call forwarding.
Fig. 3 is a block diagram of an outbound call-center 30, with on-line access
to remote agents which are distributed over an IP network, according to a
preferred embodiment of the invention. Service is based on telephonic
connections between, customers, and a plurality of local agents 12 and/or
remote agents 21, communicating with the caUers, and on an IP
connection between the pliurahty of local agents 12 and/or remote agents
21, and a pliirality of IP ciistomers 16, via an outboimd IP network 17.
Outbound calls, which are set up by tiie predictive dialer 14, are received
at the ACD 11 which functions as a routing switch to direct outbound calls
to local or remote agent, and is linked to a data network 101 and local or
remote agents. The data network 101 is also hnked to each local- agent 12
and to the gateways 18 and 23 through data links (shown in dashed
arrows) for simultaneously transmitting data and voice over the network,
that is associated with the connection between the ACD 11 and each
remote agent 21 or each IP user 16.
Voice data from remote agents, which is directed to telephonically
connected customers, is first converted from an IP to analog signals by a
gateway 23. The plurality of local agents 12 are continuously connected to
the ACD 11 which is linked to the predictive dialer 14. The predictive
dialer 14, begins to establish a connection with a telephonically connected
or IP customer, via the ACD 11, according to the probability that an agent
will be available until the call establishment is completed. The predictive
dialer 14 initiates a call with a customer, and as the connection is
established it starts seeking a first agent available, local or remote, as
previously erplained. Once an available agent is located, the outbound call
is automatically routed to the ageiit. If the outbound call is telephonic and
the agent is local, the ACD simply switches the call to the agent. If the
outbound call is telephonic, and thie agent is a remote agent, connected via
the first IP network 22, the first gateway converts the IP to an analog
protocol and the ACD 11 connects the converted IP call to a telephonically
connected customer. If the outbound call is destined to an IP customer 16,
and the agent is a local agent, the second gateway 18 converts the IP call
to an analog protocol and the ACD 11 switches the converted IP call to a
local agent. Data transfer is controlled by a control circuitry 102, which is
connected to the ACD 11, to the predictive dialer 14 and to the data
network 101. Additional information and data, such as the connection
history with a caller, caller ID, and any new data that is generated by any
agent is also uploaded and stored in the database and is available for
download by any agent.
Again, a bypass path for IP data is utilized by controlling a bj^iass switch
24. Basically, outbound calls set up by the predictive dialer 14, are routed
by the ACD 11 to local or remote agents, for handling. Upon establishing a
call with an IP user 16, by the predictive dialer 14, if the ACD 11 routes
the call to a remote agent 21, which is also connected via the IP network
22, data protocol conversion is not required. Therefore, the ACD 11
controls the bypass switch 24, to switch the IP data directly firom the IP
network 17, to the IP network 22. Alternatively, the ACD may provide the
calling party software, the IP address of the agent, to directly make the
connection between the calling party and the remote agent, in a process
which is similar to call forwarding.
The above examples and description have of course been provided only for
the-purpose of illustrations, and are not intended to Hmit the invention in
any way. As will be appreciated by the skilled person, the invention can be
carried out in a great vsoBty of ways and a variety of Multi-Session over a
single connection protocol networks to allow for simultaneous transmission
of voice and data, such as, Asynchronoxis Transfer Mode (ATM) or Frame
Relay networks, employing more than one technique from those described
above, giving preference to available local agents or seeking available
remote agents, employing only remote agents, integrating all IP network
to one IP network, integrating both gateways into one gateway, encoding
all calls and polling signals, using a progressive or a preview dialer or
other outbound calling methods, all without exceeding the scope of the
invention.
NEW CLAIMS
1. A tnethocl for interconnecting remote agents serving a call-center,
which are distributed over a packet switched network, with
customers/callers that are telephonically connected to said call>center
and/or distributed over said packet switched network and/or another
packet switched network, comprising:
a) obtaining information, in real time, related to the availability of
local agents that are directly connected to said call-banter,
characterized in that it further comprises:
b) obtaining indication, provided in real time over said packet switched
network by any remote agent, said indication representing his
current active/inactive status;
c) if an available local agent is identified, autora,aticaIly routing calls
to said local agent;
d) if no available local agent is idendfled, accessing said distributed
remote agents and seeking, in real time, an available remote agent,
. among the active remote agents, over said packet switched network
and/or over said another packet switched network; and
e) automatically routing palls to the first available remote agent that
is identified.
2. A method according to claim 1, comprising:
a) providing a call distributor having a control circuit, linked to a
packet switched network and/or to .a telephonic network, the
outputs of said call distributor being connected to a plurality of local
agents and/or to a first gateway, said first gateway being connected
to a plurality of remote agents via said packet switched network,
the inputs of said call distributor being telephonically connected to a
plxirality of callers/customerd and/or said gateway and/or a second
gateway, said gateway or second gateway being connected to' a.
plurality of packet switched callers via said packet svritched
network and/or via anotiier packet switched network;
b) receiving an incoming call from a caller in, said call distributor
and/or connecting an outgoing call destined to a customer, to said
call distributor,
c) seeking a jQjrst available local/remote agent that is active; and
d) connecting said caller/customer to the first identified active
available agent via a direct telephonic connection in said call
distributor, or via said first gateway and said packet switched
nfitwork-
3. A method according to claim 2, wherein a direct connection is
established between the remote agent iand the customer/caller, over said
packet switched network and/or between the packet switched networks.
4. A method according to daim 2, wherein the call distributor is linked to a
dialer which establishes an outgoio^ call to a customer, said dialer being
selected from a group of dialers which comprises:
- a predictive dialer;
' a preview dialer, and
- a progressive dialer.
5. A method according to daim 2, wherein the call distributor is further
linked to a data network being connected to each agent, said data network
being updated with information referring to available agents and to
customers/callers, for transferring control and management data to the
agents.
6. A method according to claim 5, wherein said control and management
data is transferred to at least one of the agents via simultane