U.S. patent application number 09/735202 was filed with the patent office on 2002-06-13 for method for placing a call intended for an enhanced network user on hold while the enhanced network user is unavailable to take the call using a distributed feature architecture.
Invention is credited to Cheung, Eric, Foladare, Mark Jeffrey, Goldman, Shelley B., Karam, Gerald Michael, Ramming, James Christopher, Weber, Roy Philip.
Application Number | 20020071541 09/735202 |
Document ID | / |
Family ID | 24954768 |
Filed Date | 2002-06-13 |
United States Patent
Application |
20020071541 |
Kind Code |
A1 |
Cheung, Eric ; et
al. |
June 13, 2002 |
Method for placing a call intended for an enhanced network user on
hold while the enhanced network user is unavailable to take the
call using a distributed feature architecture
Abstract
A method for placing a call intended for an enhanced network
user on hold is disclosed. A calling party is enabled to select the
type of information which is provided to the calling party while
the calling party is on hold by using a Distributed Feature Network
(DFN) architecture. The DFN includes a plurality of feature boxes
with each feature box being created for the purpose of enabling a
particular communication feature. A call intended for one of a
group of ENUs is received by the DFN and an estimated hold time is
determined for the call. The hold time is communicated to a caller
associated with the call and the caller is provided with a list of
options for information to be received by the caller while the
caller is on hold. The caller's selection of a hold option is
received by the DFN. A feature box is created for providing the
caller with the selected information option, and the call is
connected to the created feature box. When the DFN determines that
one of the group of ENUs is available, the call is rerouted from
the created feature box to the available ENU.
Inventors: |
Cheung, Eric; (New York,
NY) ; Foladare, Mark Jeffrey; (East Brunswick,
NJ) ; Goldman, Shelley B.; (East Brunswick, NJ)
; Karam, Gerald Michael; (Morristown, NJ) ;
Ramming, James Christopher; (Palo Alto, CA) ; Weber,
Roy Philip; (Bridgewater, NJ) |
Correspondence
Address: |
Samuel H. Dworetsky
AT&T CORP.
P.O. Box 4110
Middletown
NJ
07748-4110
US
|
Family ID: |
24954768 |
Appl. No.: |
09/735202 |
Filed: |
December 12, 2000 |
Current U.S.
Class: |
379/215.01 |
Current CPC
Class: |
H04M 3/523 20130101;
H04M 3/42093 20130101; H04M 7/122 20130101; H04M 3/42059 20130101;
H04M 2242/22 20130101; H04M 3/4285 20130101; H04M 3/42323 20130101;
H04M 7/1295 20130101; H04M 2203/2011 20130101 |
Class at
Publication: |
379/215.01 |
International
Class: |
H04M 003/42 |
Claims
We claim:
1. A method for placing a call intended for one of a group of
Enhanced Network Users (ENUs) on hold in which a calling party
selects the type of service which is provided to the calling party
while the calling party is on hold, the call being placed to the
ENU via a Distributed Feature Network (DFN), the DFN comprises of a
plurality of feature boxes, each feature box being created for the
purpose of enabling a particular communication feature, the method
comprising the steps of: receiving a call intended for one of a
group of ENUs; providing a caller associated with the call with a
list of options for services to be engaged by the caller while the
caller is on hold; receiving the caller's selection of a hold
option; creating a feature box for providing the caller with the
selected service option; and connecting the call to the created
feature box.
2. The method of claim 1 further comprising the steps or:
determining if one of the group of ENUs is available; and if
available rerouting the call from the created feature box to the
available ENU.
3. The method of claim 1 wherein the group of ENUs are call center
agents.
4. The method of claim 1 wherein the service provides music to the
calling party.
5. The method of claim 1 wherein the service provides news to the
calling party.
6. The method of claim 1 wherein the service provides one or more
advertisements to the calling party.
7. The method of claim 1 wherein the service provides one or more
games to the calling party.
8. The method of claim 1 wherein the estimated hold time is
determined by an Automatic Call Distributor (ACD) Feature Box
(FB).
9. The method of claim 8 wherein said ACD FB also determines to
which ENU the call is to be routed.
10. The method of claim 1 wherein said step of receiving a call
intended for one of a group of ENUs further comprising the steps
of: determining an estimated hold time for the call; and
communicating the hold time to the caller.
11. The method of claim 1 wherein the service allows the calling
party to request that an ENU call the calling party back at a later
time.
12. The method of claim 11 wherein the ENU calls the calling party
back when the ENU becomes available.
13. The method of claim 11 wherein the ENU calls the calling party
back at a time selected by the calling party.
14. The method of claim 11 wherein the ENU calls the calling party
back at a time mutually convenient to the ENU and the calling
party.
Description
TECHNICAL FIELD
[0001] The present invention relates to a method for placing a call
for an enhanced network user on hold, and more particularly, to a
method for placing a call intended for an enhanced network user on
hold which allows a calling party to select the type of information
which is provided to the calling party while the calling party is
on hold by using a distributed feature architecture.
BACKGROUND OF THE INVENTION
[0002] In the network architectures currently used for most voice
and data communications, such as the Public Switched Telephone
Network, intelligence is concentrated at central locations to allow
for complicated functions to be implemented on a widespread basis.
Network elements which may be utilized to carry out these functions
include network databases and Automatic Call Distributors (ACDs).
Such functions may include complex routing instructions as may be
required in directing calls to call centers with multiple
geographic locations and services which use calling cards. In the
case of call center services, multiple calls are routed to ACDs at
the same time causing the calls to be placed in queues. Typically,
ACDs are located on the call center premises and owned and operated
by the call center. The expense involved in obtaining and operating
the ACDs is significant.
[0003] Another phenomenon which is affecting how communication
services are being provided is due to the fact that many employees
are now able to work out of their homes, commonly referred to as
telecommuting. In order for telecommuters to effectively perform
their jobs, there is a need for the telecommuter to have access to
sophisticated communication services such as company databases and
other software, as well as telecommunication features such as
conference calling and call forwarding. It is very expensive to
provide telecommuters with the equipment required to be able to
provide these services. There is a need to provide telecommuters
with the ability to have sophisticated communication control
functionality in a cost effective manner.
[0004] One solution to this problem is to provide the communication
control functionality in the network and make it accessible to the
telecommuter. Such a solution is described in commonly assigned,
co-pending patent application Ser. No. 09/318,015 filed May 25,
1999 entitled "Method and System for Providing Communication
Control Functionality at a Remotely Located Site" which is
incorporated by reference herein.
[0005] Even with the provision of communication control
functionality in the network, it is sometimes necessary to place a
calling party on hold because there are more incoming calls than
there are available agents to take the calls. Typically, in such a
situation, the caller is forced to listen to informational material
which is selected by the operator of the call agent, such as music
or advertisements. It would be beneficial for the calling party to
be able to have some choice in the type of information he or she
receives when the calling party is on hold.
SUMMARY OF THE INVENTION
[0006] The present invention is directed to a method for placing a
call intended for an enhanced network user on hold which allows a
calling party to select the type of information which is provided
to the calling party while the calling party is on hold by using a
Distributed Feature Network (DFN) architecture. The DFN comprises a
plurality of feature boxes with each feature box being created for
the purpose of enabling a particular communication feature. A call
intended for one of a group of ENUs is received by the DFN and an
estimated hold time is determined for the call. The hold time is
communicated to a caller associated with the call and the caller is
provided with a list of options for information to be received by
the caller while the caller is on hold. The caller's selection of a
hold option is received by the DFN. A feature box is created for
providing the caller with the selected information option, and the
call is connected to the created feature box. When the DFN
determines that one of the group of ENUs is available, the call is
rerouted from the created feature box to the available ENU.
BRIEF DESCRIPTION OF THE DRAWINGS
[0007] The present invention is illustrated by way of example and
not limitation in the accompanying figures in which like reference
numerals indicate similar elements and in which:
[0008] FIG. 1 illustrates a block diagram of a system for
implementing communication control functionality at a remotely
located site in accordance with the present invention;
[0009] FIG. 2 is a block diagram of the system of FIG. 1 which
illustrates how an enhanced network user may log onto a
communication network to achieve communication control
functionality in accordance with the present invention;
[0010] FIG. 3 is a block diagram of the system of FIG. 1 which
illustrates how the enhanced network user receives an incoming
communication from a third party caller in accordance with the
present invention; and
[0011] FIG. 4 is a block diagram of the system of FIG. 1 which
illustrates how a third party caller may be placed on hold when an
enhanced network user is not available to accept the third party
caller's call in accordance with the present invention.
DETAILED DESCRIPTION
[0012] FIG. 1 illustrates a system for implementing communication
control functionality at a remotely located site using a
distributed feature architecture in accordance with the present
invention. It is to be understood that the present invention is
being described in the context of a user (such as one at location
108, 122 or 150) being able to access network capabilities to be
able to perform desired functions at his location without the need
for specialized telecommunications equipment or elaborate network
connections.
[0013] The type of applications which may be employed by the user
are of the type which might normally be required in a workplace
environment, such as, but not limited to call center software
applications or other type of office related applications such as
conferencing, access to corporate databases and software and
various other applications. In addition, communications between a
user of such network capabilities and a third party which does not
have access to these capabilities will also be discussed
hereafter.
[0014] For ease of explanation, a user of the network features
contemplated by the present invention will be referred to
hereinafter as an enhanced network user (ENU). A third party trying
to reach an ENU will be referred to as a third party caller (TPC).
The manner in which a TPC or ENU may connect to the network
elements is fully described in co-pending application Ser. No.
09/318,015 filed May 25, 1999 entitled "Method and System for
Providing Communication Control Functionality at a Remotely Located
Site" which, as indicated above, is incorporated by reference
herein. The types of communication applications which may be used
by the ENU are further described in co-pending application Ser. No.
09/492,594 filed Jan. 27, 2000, entitled "Virtual Contact Center
With Flexible Staffing Control"; Ser. No. 09/490,887 filed Jan. 27,
2000, entitled "Control of Merchant Application by System Monitor
in Virtual Contact Center"; and Ser. No. 09/370,766 filed Aug. 9,
1999, entitled "Method and System for Providing Enhanced Call
Service Features at Remote Locations" each of which is incorporated
herein by reference.
[0015] An ENU may connect to a distributed feature network 142 in a
number of ways. The distributed feature network (DFN) 142 is the
mechanism by which the ENU is able to obtain and utilize the
enhanced network features the ENU needs to perform his or her
desired tasks. The DFN 142 comprises a number of nodes where
feature logic resides and executes. These Distributed Feature Nodes
(DF Nodes) can be deployed at various locations in the network,
such as DF Node 144 in corporate location 130, DF Node 148 in ENU
home 150, and a network resident DF Node 146. Each DF Node is
comprised of a DFN router, trunk interfaces, feature boxes, a
configuration database and an operational database as will be made
more apparent hereinafter.
[0016] An ENU at a first location 108 accesses the DFN 142 by using
either a telephone 110 and/or a personal computer (PC) 114 to
connect via a cable modem 112 to a cable headend 120 which is
connected to the Internet 106. It to be understood by those skilled
in the art that instead of the Internet 106, the ENU could connect
to an Intranet or other type of wide area network. The ENU must log
in prior to gaining access to the DFN 142.
[0017] In addition to logging into the DFN 142, an ENU may also be
required to authenticate their identity. Authentication may occur
through any known means. Identifying characteristics that have been
employed in authentication techniques include: voice samples,
fingerprints, retina patterns, personal appearance, handwriting and
even the manner in which a wave is polarized as it passes through a
portion of the body. Another method employed to obtain such an
alleged identity is to require the requester to enter some type of
a code. This code may be typed in via a keypad or scanned from a
device in the requester's possession and may comprise a login
identification and password or a pseudo-random code generated by a
security device. In addition, smart cards or digital certificates
can be used to authenticate the ENU.
[0018] For example, the ENU may log into the DFN 142 by entering an
appropriate login name and password either by typing or speaking
the login name and password into the PC 114 or speaking the login
name and password into the telephone 110. A web server 132 and
database 140 which contain all of the data needed to run the
various applications required by the ENU are accessible to the DFN
142 via a hub 136 which is preferably a router.
[0019] A two line solution can be used to connect to the DFN 142.
An ENU located at house 122 can use a telephone 104 to connect to
the Public Switched Telephone Network (PSTN) 104. The PSTN 104 can
then connect via a gateway 160 to the Internet 106. The ENU's PC
126 can also connect through a Virtual Private Network (VPN) 128 to
the Internet 106. As indicated above, in order for the ENU PC 126
to access the DFN 142 it must first log in. Once logged in, the ENU
PC 126 can connect to the corporate web server 132 and database 140
via a hub 136.
[0020] An ENU may also directly connect to the DFN 142. A
telecommuter located at house 150 may connect to a virtual private
network (VPN) 156 via a PC 158 which is directly connected both to
the Internet 106 and the DFN 142.
[0021] The specifics of how the DFN 142 operates in order to
provide various multimedia services is described in co-pending
patent application Ser. No. 09/034,681 entitled "Telecommunication
System and Method" which was filed on Mar. 4, 1998 and provisional
application serial No. 60/154,877, filed Sep. 20, 1999, entitled
"Routing Extensions for Telecommunications Network System and
Method" both of which are incorporated by reference herein. In
accordance with the present invention, the distributed feature
network can be used to implement communication control
functionality to an enhanced network user by providing the
functionality via the network rather than by requiring the enhanced
network user to have specialized equipment. Each feature box
required to implement a particular communication feature or
features is created by the DFN as needed. When the feature or
features is no longer needed, the feature box is eliminated thereby
allowing the DFN to virtually create each communication
feature.
[0022] Because of the dynamic nature of the DFN in that feature
boxes are created and destroyed based on the network functional
requirements of a particular ENU, the present invention will be
described in conjunction with a number of network diagrams which
illustrate various network functionalities which may be required to
practice the present invention. It is to be understood by those
skilled in the art that these diagrams are merely a sampling of the
type of functionality which may be implemented using the present
invention, and not an exhaustive catalog of all network
functionalities available to any given ENU.
[0023] FIG. 2 illustrates an architecture which may be used to have
an ENU log onto a DFN 206. The DFN 206 provides the ENU with the
data and software required to obtain sophisticated multimedia
features such as, but not limited to, conferencing, call
forwarding, downloading of databases, spreadsheets and forms, etc.
Types of uses for the DFN 206 include call center applications for
remote call center workers and office-type applications for
telecommuters. DFN 206 may be made up of a number of DF Nodes. Each
DF Node is responsible for providing the ENU with a particular
communication functionality.
[0024] The DFN is comprised of a plurality of feature boxes (e.g.,
authentication feature box 216). The feature boxes communicate with
an operational database 214 for the storage and retrieval of data.
For example, a feature box may access TPU records to determine if a
TPU's information matches information kept on file for that
particular TPU. Another example would be the retrieval of data
which represents which ENUs (e.g., call agents) are busy and the
size of a queue for a particular ENU. Other data which may be
accessed from the operational database 214 includes customer
profiles, inventories and various forms.
[0025] An example of how an ENU may gain access to the DFN 206 will
now be described. An ENU communication device 202, such as a PC,
connects to a DFN 206 via a cable modem 204 by dialing an access
number. A trunk interface 208 located within the DFN 206 receives
the access number and forwards the number to a DFN router 210. The
DFN router 210 then looks up the access number in a configuration
database 212 to determine which feature box or boxes need to be
accessed. The configuration database 212 provides data which
pertains to call set up and determines which feature boxes are
required to accomplish the call set up and in which order the
feature boxes need to be accessed.
[0026] In an embodiment of the present invention, the translation
of the access number may be used to determine login criteria for
the ENU. The IP address of the ENU communication device may also be
received by the DFN router 210. In the present example, the DFN
database determines that an ENU associated with the ENU
communication device 202 must log in. The authentication feature
box (FB) 216 requires that the ENU associated with the ENU
communication device 202 provide login information, such as a login
name and password.
[0027] Assuming that a valid login name and password are received,
the authentication FB 216 would compare the login name and password
to a table containing valid login names and passwords residing in
the operational database 214 to log in the ENU associated with the
ENU communication device 202. Once logged in, application FB 218
would be created to allow the ENU associated with the ENU
communication device 202 to have access to the operational database
214 as well as additional feature boxes in the DFN 206.
[0028] The application FB 218 represents the set of feature boxes
that would be set up to allow the ENU communication device 202 to
have access to software applications maintained by the operational
database 214. The types of application feature boxes which may be
required by the ENU include feature boxes for creating order forms,
viewing customer records, and for checking inventory stock. In an
example where the ENU is a contact center agent who is logging into
the contact center to begin receiving calls, a login and activate
FB 220 is created to update the status of the ENU in the
operational database 214 to indicate that the ENU is available to
receive incoming calls.
[0029] FIG. 3 illustrates a system for receiving an incoming call
intended for an ENU in accordance with the present invention. A
Third Party Caller (TPC) places a call to an ENU using a telephone
302. It is to be understood by those skilled in the art that the
TPC may use another type of communication device such as, but not
limited to, a wireless telephone, a computer with telephony
software or a personal communication device without departing from
the scope and spirit of the present invention. The call is
communicated over the Public Switched Telephone Network (PSTN) 304
to an IP gateway 306. In accordance with one embodiment of the
present invention, the routing of the call to the IP gateway 306 is
the result of the translation of the dialed number inputted into
telephone 302 by the caller by a network database (not shown)
located within the PSTN 304. The translation would indicate the
routing instructions which would include routing to the IP gateway
306. The dialed number may be a toll free number such as an 8##
number or any other type of telephone number which would be
recognized by the PSTN 304 as requiring translation for routing
purposes.
[0030] The IP gateway 306 would then route the call to a trunk
interface 310 which is located within the DFN 308. The DFN 308 is
preferably a packet-based network such as the Internet or an
intranet. The trunk interface 310 would then route the call to a
DFN router 312. Included with the call may be the dialed number
(DNIS) as well as the number from which the called originated
(ANI). Other information to the extent it may affect further
routing of the call such as, but not limited to, time of day, day
of week, geographic area of origination may also be communicated
with the call.
[0031] The DFN router 312 would then communicate with the
configuration database 314 to determine what features need to be
created to handle the incoming call. For each feature that is
required, a feature box is created. In the present example being
described in conjunction with FIG. 3, it is assumed that the TPC is
attempting to reach a call center representative, in the present
example ENU PC 328.
[0032] The trunk interface 310 would first route the call and the
additional information mentioned above to a Telephone Number
Translation (TNT) feature box 318. The TNT feature box 318 would
then communicate with the operational database 316 via the DFN
router 312 to perform a lookup of the configuration database 314
and then determine further routing instructions for the call. In
the present example, the telephone number translation indicates
that the call is directed to a call center representative. Based on
various factors such as, but not limited to, where the call
originates (e.g., ANI), the time of day and day of week, an initial
determination of specifically where the call should be routed is
determined.
[0033] Next the configuration database 314 has determined that a
Voice Response Unit (VRU) feature box 320 is needed to get further
information from the TPC. A connection is established between the
VRU feature box 320 and the TPC's telephone 302 to obtain specific
information from the TPC. Such information may include the purpose
of the call (e.g., to place an order, register a complaint, speak
with customer service), or the urgency of the call. The TPC may
provide the requested information in any of a number of
conventional ways for responding to a VRU including Dual Tone
Multifrequency (DTMF) tones or voice response. Based on the
information provided by the TPC which is then forwarded to the
operational database 316, the ultimate destination of the call may
be altered.
[0034] Once the final routing for the call has been determined by
the configuration database 314, the call is forwarded to an
Automatic Call Distributor (ACD) feature box 322 which will connect
the TPC to the designated ENU PC 328, when the ENU PC 328 is
available to receive the call. As with any ACD, if there are more
callers than call center representatives to answer the calls,
queues will be formed for one or more of the call center
representatives to manage the call flow. The ACD feature box 322
can also redistribute calls if it determines that calls can be
handled in a more expedited fashion. The ACD feature box 322 may
also communicate with one or more PBX feature boxes 323. The PBX
feature boxes 323 provide features which are similar to a
conventional PBX such as, but not limited to, hold, conferencing,
and transfer. Once the ENU PC 328 is available to take the call
from the TPC, a trunk interface 324 communicates the call to the
ENU PC 328 via a cable modem 326.
[0035] In accordance with the present invention, an embodiment will
now be described which pertains to a common situation faced by
third party callers; what happens to the TPU call when the ENU is
not immediately available to receive the call. As is well known in
the art, many times a call center receives more incoming calls than
there are available agents. In order to handle each call in an
effective manner, the calls are placed in one or more queues which
are associated with a particular call center agent.
[0036] Many times factors are taken into consideration when
assigning a call to a particular call center agent. Such factors
may include, but are not limited to, the geographical location from
which the call originates, the time of day, day of week, the nature
of the call (e.g., to place an order, speak with customer service,
etc.), and whether the caller is a repeat customer. Examples of
methods which are used to determine routing of these calls are
described in U.S. Pat. No. 4,737,983, entitled "Automatic Call
Distributor Telephone Service which issued on Apr. 12, 1988 and No.
5,164,983, entitled "Telemarketing Complex Performance Management
Service which issued on Nov. 17, 1992, both assigned to AT&T
Corp. and are incorporated herein by reference.
[0037] FIG. 4 illustrates a system for placing a call intended for
an ENU on hold using a distributed feature architecture in
accordance with the present invention. A TPC places a call using a
telephone 402 over the PSTN 404 which is intended to be ultimately
connected to an ENU. The particular ENU will be selected by the DFN
408 as will be described hereinafter. The call is carried over the
PSTN 404 to an IP gateway 406. As described above, the routing of
the call to the IP gateway 406 is the result of the translation of
the dialed number inputted into telephone 402 by the caller by a
network database (not shown) located within the PSTN 404. The
translation would indicate the routing instructions which would
include routing to the IP gateway 406. The dialed number may be a
toll free number such as an 8## number or any other type of
telephone number which would be recognized by the PSTN 404 as
requiring translation for routing purposes.
[0038] The IP gateway 406 would then route the call to a trunk
interface 410 which is located within the DFN 408. The trunk
interface 410 would then route the call to a DFN router 412.
Included with the call may be the dialed number (DNIS) as well as
the number from which the called originated (ANI). Other
information to the extent it may affect further routing of the call
such as, but not limited to, time of day, day of week, geographic
area of origination may also be communicated with the call.
[0039] The trunk interface 410 would first route the call and the
additional information mentioned above to a Telephone Number
Translation (TNT) feature box 418. The TNT feature box 418 would
then communicate with the operational database 416 via the DFN
router 412 to perform a lookup of the configuration database 414
and then determine further routing instructions for the call. In
the present example, the telephone number translation indicates
that the call is directed to a call center representative. Based on
various factors such as, but not limited to, where the call
originates (e.g., ANI), the time of day and day of week, an initial
determination of specifically where the call should be routed is
determined. Based on some of the information received from the TPC
(e.g., ANI), a customer profile for the TPC may also be retrieved
from the configuration database to help determine the routing of
the call. Factors such as, but not limited to the number of orders
placed by the TPC, the cost of each order, referrals made by the
TPC, etc. may also be considered.
[0040] Next the configuration database 414 has determined that a
Voice Response Unit (VRU) feature box 420 is needed to get further
information from the TPC. A connection is established between the
VRU feature box 420 and the TPC's telephone 402 to obtain specific
information from the TPC. Such information may include the purpose
of the call (e.g., to place an order, register a complaint, speak
with customer service), or the urgency of the call. The TPC may
provide the requested information in any of a number of
conventional ways for responding to a VRU including Dual Tone
Multifrequency (DTMF) tones or voice response. Based on the
information provided by the TPC which is then forwarded to the
operational database 416, the ultimate destination of the call may
be altered.
[0041] As is consistent in the call center art, an algorithm may be
applied by an ACD FB 422 to determine which ENU or group of ENUs
will receive the TPC's call based on one or more of the factors
mentioned above. Examples of systems which include schemes for
allocating calls are the Definity Enterprise communication server
manufactured by Lucent Technologies, Inc. The types of schemes that
these systems employ include first in/first out of queue
algorithms, priority in queue based on information derived from
Computer Telephone Integration (CTI) applications matching
Interactive Voice Response (IVR) and ANI information to an account,
and routing by split based on IVR information. In addition to
determining the ENU or group of ENUs that will receive the call,
the ACD FB 422 will also determine the size of the queue, if any,
for that ENU or group of ENUs and estimate the hold time for the
TPC. Hold time may be estimated by considering a number of factors,
such as, but not limited to average length of call, and number of
calls in queue. A hold select Feature Box (FB) 427 then announces
the estimated hold time to the TPC so that the TPC can better
decide what the TPC would like to listen to while he/she is on
hold.
[0042] In accordance with the present invention, the hold select FB
427 presents to the TPC a menu of choices for where his or her call
can be directed while the TPC is waiting for the ENU or group of
ENUs to become available. Among the types of choices available to
the TPC include music, news, advertisements, information sources or
one of a few selected web sites if the TPC is using an
Internet-enabled device such as a computer or wireless
Internet-enabled device. Other options which may be available to
the TPC are the ability to play games, leave a message for the ENU
or request a call back from the ENU.
[0043] The menu may be presented to the TPC in a number of
different ways. The hold select FB 427 may announce the options to
the TPC and allow the TPC to select by pressing a particular key on
the TPC telephone 402 or by saying his or her selection and using
speech recognition technology to receive the selected option.
Alternatively, if the TPC is calling from a computer or wireless
device having a display, the hold select FB 427 may present a
screen to the TPC and the TPC may use a mouse or other type of
pointer to select a particular option.
[0044] Once the TPC has selected an option, the hold select FB 427
routes the call to a hold FB 426 that is created which corresponds
to the selected option. The TPC then remains at the hold FB 426
until the ENU or group of ENUs becomes available to accept the
call. When the ENU or group of ENUs becomes available, the ACD FB
422 tears down the call to the hold select FB 427 and sets up the
call to the ENU or group of ENUs via a trunk interface 428, cable
modem 430 and ENU PC 432.
[0045] The TPC may be periodically informed of updated estimated
holding times by the hold select FB 427. The TPC may at any time
select to leave a message or have the ENU call him or her back. If
the TPC requests the ENU to call him or her back, the ACD FB 422
may use the TPC's ANI or may alternatively send the TPC to the VRU
FB 420 to collect the TPC's telephone number in order to retrieve
the TPC's customer profile and create a message to be sent to the
ENU PC 432 requesting the call back. The TPC's telephone number may
be placed in the operational database 416. When the ENU PC 432 is
available, the TPC's telephone number is retrieved from the
operational database 416 and the ENU PC 432 can use the ACD FB 422
to place an outbound call to the TPC. Alternatively, the ACD FB 422
may automatically retrieve the TPC's telephone number from the
operational database 416 and place a call to the TPC telephone 402
when the ENU PC 432 is available. The customer profile may then be
transmitted to the ENU PC 432 so that the ENU may better handle the
call.
[0046] While the present invention has been described in connection
with the illustrated embodiments, it will be appreciated and
understood that modifications may be made without departing from
the true spirit and scope of the invention. For example, while the
present invention is described with reference to call center
applications, it can be appreciated that the present invention may
be used in any situation in which a user is working remotely from a
centralized workplace. Examples of such users are telecommuters and
remote schooling programs. It is to be understood that the
particular embodiments shown and described by way of illustration
are in no way intended to be considered limiting. Therefore,
references to details of particular embodiments are not intended to
limit the scope of the claims, which in themselves recite only
those features regarded as essential to the invention.
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