U.S. patent application number 10/910734 was filed with the patent office on 2005-01-13 for virtual contact center with flexible staffing control.
Invention is credited to Bala, Srinivas, Foladare, Mark Jeffrey, Fowler, Kathleen C., Goldman, Shelley B., Wang, Shaoqing Q., Weber, Roy Philip, Westrich, Robert S..
Application Number | 20050008140 10/910734 |
Document ID | / |
Family ID | 29423292 |
Filed Date | 2005-01-13 |
United States Patent
Application |
20050008140 |
Kind Code |
A1 |
Bala, Srinivas ; et
al. |
January 13, 2005 |
Virtual contact center with flexible staffing control
Abstract
Paging, cellular telephone or other messaging functionality is
incorporated into a virtual contact center system to permit
logged-off customer service representatives (CSRs) to be alerted to
a need to logon to the system, and to permit CSRs to alert
supervisors or specialists to logon to the system. Matching at a
contact control server of existing conditions to predetermined
criteria, e.g., failure to login at an assigned time, or specified
network conditions (such as length of customer queues), triggers a
command for a communication to one or more logged-off CSRS. Results
of follow-up testing at the contact control server for matches
causes page requests to be renewed, redirected or canceled. Unusual
contact requirements or emerging network conditions requiring
supervisory input or increased monitoring by traffic or subject
matter specialists is likewise triggered by analysis at a contact
control server or by CSR click selection of messages to be sent to
a virtual contact center requesting issuance of information such as
web pages to cognizant personnel.
Inventors: |
Bala, Srinivas; (Dayton,
NJ) ; Foladare, Mark Jeffrey; (Kendall Park, NJ)
; Fowler, Kathleen C.; (Manasquan, NJ) ; Goldman,
Shelley B.; (East Brunswick, NJ) ; Wang, Shaoqing
Q.; (Middletown, NJ) ; Weber, Roy Philip;
(Bridgewater, NJ) ; Westrich, Robert S.;
(Middletown, NJ) |
Correspondence
Address: |
William Ryan
Suite 360
1253 Springfield Avenue
New Providence
NJ
07974
US
|
Family ID: |
29423292 |
Appl. No.: |
10/910734 |
Filed: |
August 3, 2004 |
Related U.S. Patent Documents
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Application
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Filing Date |
Patent Number |
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10910734 |
Aug 3, 2004 |
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09492594 |
Jan 27, 2000 |
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6804345 |
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10910734 |
Aug 3, 2004 |
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08933518 |
Sep 18, 1997 |
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6049602 |
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09492594 |
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09318015 |
May 25, 1999 |
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Current U.S.
Class: |
379/265.04 ;
379/88.11 |
Current CPC
Class: |
H04M 3/523 20130101;
H04M 3/5191 20130101; H04M 3/382 20130101; H04M 7/006 20130101;
H04M 3/5125 20130101; H04M 3/5175 20130101; H04M 7/121 20130101;
H04M 7/12 20130101; H04M 7/1235 20130101 |
Class at
Publication: |
379/265.04 ;
379/088.11 |
International
Class: |
H04M 003/00; H04M
001/64; H04M 005/00 |
Claims
What is claimed is:
1. In a network virtual contact center comprising a contact control
server and at least one customer service representative (CSR) for
serving contacts from customers, a method for alerting CSRs who are
not logged on comprising identifying values for at least one
virtual contact center state variable, when said identified values
bear a predetermined first relationship to respective first
predetermined values for at least one of said state variables,
issuing a command for at least one communication to alert
additional contact center resources.
2. The method of claim 1 wherein said at least one contact center
state variable comprises a measure of CSRs logged-in to said
contact control server, and said first predetermined value for said
at least one contact center state variable comprises a measure of a
scheduled number of CSRs logged-in to said contact control
server.
3. The method of claim 1 wherein said at least one contact center
state variable comprises a number of queued incoming contacts to
said virtual contact center, and said first predetermined value for
said at least one contact center state variable comprises an
allowable value for the length of queued incoming contacts to said
virtual contact center.
4. The method of claim 1 further comprising repeatedly comparing
values of said contact center state variables that previously gave
rise to a command for said communication, and canceling said
command for said communication when said first predetermined
relationship no longer exists.
5. The method of claim 1 further comprising repeatedly comparing
values of said contact center state variables that previously gave
rise to a command for said page, and modifying said command for
said communication when a second predetermined relationship exists
between said identified values and second predetermined values for
said at least one contact center state.
6. In a network virtual contact center comprising a contact control
server and at least one customer service representative (CSR) for
serving contacts from customers, a method for augmenting available
call center resources comprising identifying values for at least
one virtual call center state variable, when said identified values
bear a predetermined first relationship to respective first
predetermined values for at least one of said state variables,
issuing a command for at least one communication to alert
additional call center resources.
7. The method of claim 6 wherein said at least one call center
state variable comprises a value signaled by a CSR to said call
control server in a message identifying existence of a class of
problems at a CSR location.
8. The method of claim 7 further comprising issuing a command at
said call control server to an alerting server for said alerting
server to send a communication to a logged off additional call
center resource.
9. The method of claim 8 wherein said logged off additional call
center resource is a call center supervisor.
10. The method of claim 8 wherein said logged off additional call
center resource is a subject matter specialist.
11. A virtual contact center contact control server comprising
means for receiving values for at least one contact center state
variable, means for storing information relating to CSRs associated
with said virtual contact center, said information comprising
logged on/logged off state, identification for at least one mobile
communications terminal, means for relating said received values
for said contact center state variables to predetermined values,
and means responsive to said means for relating for sending a
command to an alerting server to generate a message to at least one
selected logged off CSR.
12. The virtual contact center server of claim 11 wherein said
means for sending comprises means for formulating content of said
message, and means for forwarding said content and said
identification information to said alerting server.
13. The virtual contact center server of claim 11 wherein said
identification information comprises a network address for said
mobile communications terminal and information relating to the
communications capabilities of said mobile communications
terminal.
14. The virtual contact center server of claim 11 wherein said
means for relating comprises means for executing at least one
contact algorithm and means for determining when said executing
yields at least one predetermined relationship between said
received values for said state variables and said predetermined
values.
15. The virtual contact center server of claim 14 wherein said
contact algorithms are subject to modification by said received
values for said state variables.
16. The virtual contact center server of claim 14 wherein said
contact algorithms comprise at least an algorithm relating contact
queue length to a predetermined queue length.
17. The virtual contact center server of claim 14 wherein said
contact algorithms comprise at least an algorithm relating the
number of logged on CSRs to a desired number of logged on CSRs.
18. A method of operating a virtual contact center contact control
server comprising receiving values for at least one contact center
state variable, storing information relating to CSRs associated
with said virtual contact center, said information comprising
logged on/logged off state, identification for at least one mobile
communications terminal, relating said received values for said
contact center state variables to predetermined values, and sending
a command to an alerting server to generate a message to at least
one selected logged off CSR in response to said relating.
19. The method of claim 18 wherein said sending comprises
formulating content of said message, and forwarding said content
and said identification information to said alerting server.
20. The method of claim 18 wherein said identification information
comprises a network address for said mobile communications terminal
and information relating to the communications capabilities of said
mobile communications terminal.
21. The method of claim 18 wherein said relating comprises
executing at least one contact algorithm and determining when said
executing yields at least one predetermined relationship between
said received values for said state variables and said
predetermined values.
22. The method of claim 21 wherein said contact algorithms are
modified by said received values for said state variables.
23. The method of claim 21 wherein said contact algorithms comprise
at least an algorithm relating contact queue length to a
predetermined queue length.
24. The method of claim 21 wherein said contact algorithms comprise
at least an algorithm relating the number of logged on CSRs to a
desired number of logged on CSRS.
25. In a virtual network serving a group of persons, said virtual
network comprising a network control server, less than all of said
persons in said group being logged on to said control server, a
method for selectively alerting persons in said group who are not
logged on to said control server comprising identifying values for
at least one network control server state variable, when said
identified values bear a predetermined first relationship to
respective first predetermined values for at least one of said
state variables, issuing a command for at least one communication
to alert at least a predetermined one of said persons who are not
logged on.
26. The method of claim 25 wherein said at least one network
control server state variable comprises a measure of persons in
said group who are logged-in to said network control server, and
said first predetermined value for said at least one network
control server state variable comprises a measure of a scheduled
number of persons logged in to said network control server.
27. The method of claim 1 wherein said at least one network control
server state variable comprises a number of queued incoming
contacts to said network control server, and said first
predetermined value for said at least one network control server
state variable comprises an allowable value for the number of
queued incoming contacts to said network control server.
28. The method of claim 25 further comprising repeatedly comparing
values of said network control server state variables that
previously gave rise to a command for said communication, and
canceling said command for said communication when said first
predetermined relationship no longer exists.
29. The method of claim 25 further comprising repeatedly comparing
values of said contact center state variables that previously gave
rise to a command for said communication to alert said at least a
predetermined one of said persons who are not logged on, and
modifying said command for said communication when a second
predetermined relationship exists between said identified values
and second predetermined values for said at least one contact
center state.
Description
RELATED APPLICATIONS
[0001] This application is a continuation-in-part application with
priority based on earlier applications:
[0002] (i) M. J. Foladare, et al, entitled Virtual Call Center,
Ser. No. 08/933,518, filed Sep. 18, 1999; and
[0003] (ii) M. J. Foladare, et al, entitled Method and System for
Providing Communication Control Functionality at a Remotely Located
Site, Ser. No. 09/318,015 filed May 25, 1999.
[0004] The cited parent applications are assigned to the same
assignee as the present application, and are hereby incorporated by
reference as if set forth in their entirety herein.
[0005] In addition, the present application is related to the
following applications filed on the same day as the present
application; these applications are owned by the same assignee as
the present application and are hereby incorporated by reference as
if set forth in their entirety herein.
[0006] (iii) Control of Merchant Application by System Monitor in
Virtual Contact Center;
[0007] (iv) Virtual Contact Center with Enhanced Language
Capabilities;
[0008] (v) Enhanced Agent Authentication in Virtual Contact
Center;
[0009] (vi) Virtual Contact Center Serving Public Transaction
Terminals.
FIELD OF THE INVENTION
[0010] The present invention relates generally to the field of
communications systems. More particularly, the present invention
relates, in one aspect, to communications contact centers,
including distributed or virtual call center functionality. Still
more particularly, aspects of the present invention relate to
virtual contact centers incorporating systems and methods for
flexible staffing control, illustratively employing paging or other
alerting functionality.
BACKGROUND OF THE INVENTION
[0011] Previous patent applications (i) and (ii) cited above,
describe network-based interaction between calling parties, a call
control server, a merchant server and one or more agents or
customer service representatives (CSRs), which CSRs may be
distributed over a number of locations remote from the customer and
servers. Using high speed data networks, including the Internet,
and/or the public switched telephone network (PSTN) customers
contact CSRs in a controlled manner, with sufficient information
available at CSR stations to answer customer questions, receive
customer orders, or otherwise to serve customer needs. Such network
arrangements are referred to as virtual call centers.
[0012] In some cases, a customer will originate a telephone call
that is extended to a CSR exclusively over the PSTN, but under the
control of the call control server. In other cases, a customer may
be in controlled contact with a CSR exclusively over a data
connection, and in other cases contact between the customer and CSR
will include both a data network portion and a PSTN portion.
Callback techniques, by which calls are originated by a CSR in
response to a contact made by a customer to a merchant location
over a data link, prove attractive to customers for some merchant
applications. Using well-known voice-over-IP (VoIP) techniques, a
voice call may be carried over a data network for all or part of
its extent.
[0013] Network controls to enhance network and transaction security
typically include voice and CSR data terminal login procedures, and
selective dissemination of merchant and control pages to CSRs and
customers. Provision is readily made for CSRs to login and logoff
at the beginning and end of a work shift, and to accommodate
periodic CSR breaks. Additionally, when customer calling rates are
not sufficient to keep scheduled CSRs occupied, the
earlier-described systems and methods provide flexibility in
temporarily releasing CSRs to pursue other activities. Because CSRs
may be working from home or other non-traditional workplaces, such
releases often prove very attractive to CSR personnel.
[0014] While the term customer is clearly appropriate for
network-based sales transactions using the described techniques,
the term applies equally well when callers seek information,
assistance and other services as well. Thus, for example, the prior
teachings of incorporated patent applications (i) and (ii) will
prove useful in providing library and other reference and
consulting functions, in emergency and disaster applications, in
political and other polling applications and a host of other
applications. Incorporated patent applications (iii) through (vi)
cited above likewise further illustrate (but by no means exhaust)
contexts and services to which the prior inventive teachings may be
applied. Simplicity of presentation dictates that the present
description be based on an illustrative sales transaction context,
i.e., the merchant will be assumed to be a supplier of goods or
services. Those skilled in the art will recognize that the present
inventive systems, techniques and principles will also apply to
many other particular contexts. The term merchant will therefore be
understood to include many non-merchant contexts, e.g., emergency
service call centers.
[0015] Problems to be Solved
[0016] Perceived quality of customer service for call center
transactions depends, in part, on the time a customer is required
to wait for contact with a CSR, perhaps after having browsed a
merchant web page that raised questions that are to be resolved
before placing an order. However, if customer calling rates exceed
expectations, or holding times for calls vary substantially from
period to period in excess of norms, customers may be required to
wait an inordinate period of time to reach a CSR. Waiting beyond a
reasonable period often proves exasperating to callers, thus
resulting in hang-ups and corresponding lost sales. Likewise,
though prior systems provide for supervisor intervention at
appropriate times, the number of occasions requiring supervisor
attention may on occasion exceed the capacity of available
supervisors--again resulting in delays, frustration and possible
lost business. Moreover, some contexts, such as call centers
providing technical or business support for merchant products and
services, may require the availability of highly skilled technical
or business experts to treat unusual problems.
[0017] The availability of such additional CSRs, supervisors and
experts proves especially difficult to schedule in the overall
context of a distributed or virtual call center. These difficulties
are exacerbated by network failures requiring substitution of CSRs
in unaffected regions, and by unusual customer calling rates
induced by external unpredictable circumstances. In addition,
absenteeism due to illness, severe weather or natural disasters may
place unusual stress on normal personnel schedules.
[0018] Though virtual call center schedules may be known to a
manager or shift supervisor, the degree to which all scheduled CSRs
for a particular shift have logged-in may prove difficult to manage
for a supervisor who has call monitoring and other management
responsibilities. Further, a CSR who has failed to login as
scheduled may not be available for the entire shift, or may simply
be tardy, perhaps due to temporary traffic conditions or the
like.
[0019] In another aspect, a calling customer may have a strong
preference for interacting with a particular CSR, even if it
requires some waiting for that CSR to become available. But when
the desired particular CSR is not scheduled for current
availability, is temporarily logged-off for a break, or is
unavailable for other temporary reasons, the customer may defer or
cancel interaction with the merchant system or application--again
resulting in a lost business opportunity.
[0020] Thus an unfulfilled need exists for methods and systems for
quickly mobilizing additional (or particular) available personnel
when demands placed on a virtual call center exceed available
personnel resources.
SUMMARY OF THE INVENTION
[0021] Limitations of the prior art are overcome and a technical
advance is made, and the above-cited and other problems are solve
in accordance with the present invention described in illustrative
embodiments herein.
[0022] In one aspect, page and connect functionality is
incorporated into virtual call center system operations to permit
logged-off customer service representatives (CSRs), supervisors and
other needed personnel to be alerted to a need to logon to the
system to meet an unanticipated or specialized caller demand.
Paging, messaging and calling resources of a wireless telephone
system, among others, are alternatively applied in the alerting or
notification process.
[0023] Matching at a call control center of existing calling levels
or other conditions to predetermined criteria, e.g., failure to
login at an assigned time, or specified network conditions (such as
length of customer queues), illustratively triggers a command for
an alerting message to one or more logged-off CSRs. Results of
follow-up testing for matches causes alerting messages to be
renewed, redirected or canceled.
[0024] Recognition by a logged-on CSR or supervisor of unusual call
requirements or emerging network, technical or business conditions
requiring supervisory input or increased participation by traffic
or subject matter specialists illustratively motivates manual
selection of messages to be sent to a virtual call center
requesting issuance of pages (or cellular phone communications or
other alerting messages) to cognizant personnel. For this purpose,
a call control server advantageously maintains a database roster of
on-call supervisors and specialists not presently logged-on.
[0025] Standard computer graphical user interfaces (GUIs) are
employed to allow rapid selection of individuals or groups to be
identified and alerted by paging techniques or otherwise.
[0026] Embodiments of the present inventive solutions will find
application in contexts other than virtual call centers. For
example, persons who are traveling or otherwise working from a
virtual office will avail themselves of on-call network connection
using present inventive techniques. To the extent that virtual call
centers are associated with voice contacts by customers or others,
the present invention further extends virtual call center
techniques to non-voice contacts, e.g., when customer and other
contacts are sought to be made via IP or other messaging
techniques. Accordingly, the present invention provides for
alerting of individuals and groups for purposes of handling voice
or non-voice contacts. Thus, the present inventive techniques
provide alerting in virtual contact centers or other virtual
contact contexts--such as the above-noted virtual office
contexts.
BRIEF DESCRIPTION OF THE DRAWING
[0027] The above-summarized description of illustrative embodiments
of the present invention will be more fully understood upon a
consideration of the following detailed description and the
attached drawing, wherein:
[0028] FIG. 1 is an overall view of a network-based call center
system including elements of an illustrative embodiment of the
present invention.
[0029] FIG. 2 shows illustrative facilities for maintaining status
for personnel resources and for generating illustrative paging
signals to identified individuals or groups.
[0030] FIGS. 3A and 3B together form a flowchart representation of
software executing in one or more network processors to achieve
functions realized by embodiments of the present invention.
DETAILED DESCRIPTION
[0031] Illustrative System Overview
[0032] FIG. 1 shows an illustrative network-based call center
system including an illustrative embodiment of the present
invention. That system is based generally on the teachings of the
incorporated applications (i) and (ii), but also includes elements
for achieving current inventive features.
[0033] More particularly, FIG. 1 shows a plurality of customer
terminal devices 110-i, i=1, 2, . . . , N, interacting through a
voice network 150 and/or a data network 100 with one or more CSR
stations (an illustrative one of which is identified as 140), a web
merchant web server 182, and a call control server 190. The "voice"
network 150 is typified by the PSTN, or portions thereof, though it
will be recognized that modem and other data signals routinely
traverse such voice networks.
[0034] Illustrative customer terminal devices for use in the system
of FIG. 1 include telephone station equipment 110-1. This telephone
station equipment is shown connected through a network access
device, including, as appropriate to the caller, a PBX or other
switch (or other access device, including dedicated line/trunk
facilities) 120 providing access to network 150, and, via online
service provider (OSP) 125, to data network 100. Switch/access
device 120 illustratively is provided access to a network database
121 for, among other purposes, obtaining routing information, as
for routing 8xx calls.
[0035] Another customer terminal device shown in FIG. 1 is an
interactive video arrangement including a television or other
display 110-3 (including loudspeakers) and video camera (including
audio pickup) 114 connected through an illustrative cable modem 115
to a network access device, typically a cable head end system 116,
to data network 100. It will be recognized by those skilled in the
art that in one configuration, some or all of the combination of
display 110-3, camera 114 and modem 115 may be integrated as a
single device adapted for communicating over a broadband data
network, such as the Internet.
[0036] Terminal 110-N shown in FIG. 1 is a personal computer or
workstation having typical processor, memory and input/output
facilities (including a sound card and associated software), and
typically running an operating system with a graphical user
interface and a browser or similar software for accessing,
downloading and displaying World Wide Web (WWW) pages or other
materials using the well-known IP protocol. Like terminal 110-3,
terminal 110-N will typically include audio and video input
devices, represented by microphone 111 and video camera 113, and
normal audio output (not shown). Add-in software such as QuickTime
from Apple Computer Corp. and a current version of RealPlayer from
RealNetworks, Seattle, Wash., provide real-time video and audio
communication between terminal 110-N and IP network devices. Other
commercially available software, advantageously compatible with ITU
Recommendation H.323 also proves useful in providing real-time
multimedia communications between devices connected to network
100.
[0037] Terminal 110-N, with its peripherals, gains access to data
network 100 through an appropriate network access/routing device
117, which may be a modem for voice grade lines through an OSP or
other access service, or a broadband access device such as an ADSL
or cable modem through an appropriate network access
connection.
[0038] To emphasize that customer terminal devices 110-1 are not
limited to traditional computer and telephony devices, FIG. 1
includes customer terminal device 110-2. Device 110-2 may include
any or all of any of the other devices 110-1 and, in addition or
instead, may include sensors of many kinds, whiteboard input/output
devices or other input/output devices. Similarly, customers may
access CSR personnel using portable handheld devices such as
cellular telephones and portable computers and other Internet
access devices. In each case access to one or more data networks,
such as network 100, or a voice network, such as 150 in FIG. 1, is
accomplished using well-known access interconnection devices and
media appropriate to the customer terminal device used. As shown in
FIG. 1 a network access device such as 119 in FIG. 1 will, in some
applications, employ a network database for additional routing or
control purposes.
[0039] A single illustrative CSR station 140 is shown in FIG. 1 to
avoid unnecessary clutter in that figure. However, it will be
recognized that, in general, a plurality (often many) such CSR
stations will be logged-in through data network 100 and, in
appropriate circumstances, voice network 150 for purposes of voice
and/or data communication with one or more customers at customer
terminal devices 110. The incorporated patent applications (i) and
(ii) describe appropriate login procedures that prove useful in
authenticating both the CSR station (in the form of a computer
authentication and/or telephone authentication) and the CSR
him/herself. While CSR station 140 usually includes at least a
telephone station and a computer/workstation generally of the types
used by calling customers, it will be understood that other
computational or communications devices, including those available
to calling customers, may be available at a CSR station as
requirements dictate.
[0040] Access by CSR station 140 to the network 150 is
illustratively accomplished through a network switch, such as
provided by a local access carrier (LEC). Such a switch, shown as
172 in FIG. 1 may access a database like that shown as 121 in FIG.
1. Thus, for example, station 140 may be part of a network-based
virtual private network (VPN) defined and controlled by information
stored in such a network database. The network database will be
incorporated into switch 172 in appropriate cases.
[0041] Also shown connected to switch 172 is a voice response unit
(VRU) 173 of standard design for generating voice messages for
delivery to calling (or called) customers. Thus, for example, a
caller to an 8xx number seeking connection to a CSR will often be
asked to key, speak or otherwise indicate one of a plurality of
items of identifying or selecting information--such as a class of
products or a subset of services (e.g., technical support). A VRU
message may, in appropriate cases be sent in response to a
CSR-selection, e.g., an item selected on a merchant form or a
clickable button on a CSR computer screen. A call control server
190 (to be described below) may also command the VRU to function in
like manner.
[0042] CSR station 140 may connect to network 100 directly through
a router or other network edge device shown as 160 in FIG. 1.
Alternatively station 140 may access data network 100 through a
dialup or other access arrangement or switch (shown as 165 in FIG.
1) and further through an OSP or other access service shown as 156
in FIG. 1. OSP 156 may, for example, include facilities provided by
AT&T Worldnet(sm) Service.
[0043] In addition, network switch 172 may provide access by CSR
station 140 to data network 100 (or vice versa) for voice
communications by routing a call through a voice over Internet
Protocol (VoIP) gateway well known in the art and shown as 130 in
FIG. 1. Once a voice call from a CSR station enters data network
100 it may be delivered to a customer terminal in a form suitable
to that terminal device. Thus, for example, voice data packets from
the call may be routed to another (or the same) VoIP gateway for
delivery over voice lines to a customer. See, for example, D.
Minoli and E. Minoli, Delivering Voice over IP Networks, John Wiley
& Sons, 1998.
[0044] Also shown in FIG. 1 are merchant PBX and Automatic Call
Distributor (ACD) 180 connected to data network 180. This
switch/ACD combination is well known in the art as the means
usually employed in locally arranged or locally networked CSR
stations to which an ACD distributes incoming calls. Database 181
is conveniently shown connected to merchant PBX/ACD 180 for
purposes of providing customer and account information as required.
Thus, depending on proximity to merchant PBX/ACD CSR station 140
may, if appropriately located with respect to merchant PBX/ACD 180
gain access to networks 100 and 150 (and to required accounting and
related customer data) through such a merchant PBX/ACD. As noted
above, CSR station 140 may be one of many similarly situated,
though one or many other CSR stations may be distributed at
locations geographically remote from a merchant PBX/ACD and each
other. Thus, CSR station 140 is shown connected to merchant PBX/ACD
180 by broken lines; in some cases the indicated path will exist,
while in others any such required voice or data exchanges are
accomplished through data network 100, including VoIP connections
thereto. The indicated broken-line path represents one or more
voice lines, broadband links or other communications paths as
appropriate to a particular circumstance.
[0045] As described in incorporated patent applications (i) and
(ii), control of (among other things) calls to CSRs is accomplished
largely by a call control server 190. Call control server 190
conveniently either includes or is in contact (directly or through
a network) with a VRU, such as VRU 173 to direct the issuance of
voice messages to calling customers. Call control server 190 also
interacts with CSR station 140 for authentication of the user and
computer, as is described in the incorporated patent applications
(i) and (ii). Database 191, shown connected to call control server
190, is conveniently used to store and access information relating,
inter alia, to CSRs, supervisors, consultants and other related
personnel--and the logged-in (or not) status of each.
[0046] Also shown connected to data network 100 in FIG. 1 is
merchant web server 182 for making available online information,
including merchant web pages, and other information that may be of
use in conducting business online and in cooperation with CSRs.
Call control server 190 advantageously interacts with merchant web
server 182 to select, authenticate and otherwise control access to
merchant information and CSRs for facilitating business on behalf
of the merchant. Call control server 190 also advantageously
interacts with merchant PBX/ACD 180 both in respect of controlling
and coordinating call distribution to CSRs and others, and in
respect to paging and related functions in some applications.
[0047] While shown independently connected to data network 100 in
FIG. 1, merchant web server 182, merchant PBX/ACD 180 and call
control server 190 (or some combinations of them) may be otherwise
linked by a local area network (LAN), wide area network (WAN) or
other network. In some cases merchant web server 182 may act as a
front end for a call control server, e.g., a selection by a
customer on a page downloaded from a merchant server may trigger
one or more messages to a cognizant call control center from the
merchant web server. It will be recognized that two or more of the
merchant web server 182, merchant PBX/ACD 180 and call control
server 190 may be combined in a multi-function network device in
some embodiments of the present invention.
[0048] Of course, a call control server 190 can perform the same or
related functions for each of a plurality of merchants, and each of
a plurality of not necessarily mutually exclusive groups of CSRs.
Thus, some CSRs may be qualified (or authorized) to work on behalf
of two or more merchants, while others may not. In any event, call
control server 190 is advantageously arranged to deliver ("push")
web pages or other organized information to appropriate customers,
CSRs and others (supervisors, specialists, etc.). It may prove
useful in some applications to have separate (distributed) call
control centers if appropriate for call-volume or geographical
reasons, or for purposes of segregating calls associated with a
particular merchant.
[0049] Staffing-Flexibility Functionality
[0050] To provide enhanced staffing flexibility in response to
changing system needs, the system of FIG. 1 is advantageously
augmented, in accordance with one embodiment of the present
invention, with an alerting server 170 connected to data network
100. In one implementation, alerting server 170 (also sometimes
referred to as a paging/cellular server) is connected (by permanent
trunk/line facilities or over a LAN) to call control server 190
over link 169. Alternatively, communications between call control
server 190 and alerting server 170 is in whole or part through
messaging over network 100. In appropriate cases, two or more of
alerting server 170, merchant web server 182, merchant PBX/ACD 180
and call control server 190 may be combined two varying
degrees.
[0051] Alerting server 170 illustratively receives paged party
identification information along with an alerting message, such as
a request to place a telephone or online call to an identified
scheduling or supervisory person or call control server such as
server 190. Such alerting messages are illustratively paging
messages sent over well-known paging facilities. In particular,
preparation and delivery of paging messages is well known in the
art as described, for example, in U.S. Pat. No. 5,745,689 to J.
Yeager, et al, issued Apr. 28, 1998. In the present context, pages
(or other alerting messages) are, of course, directed to logged-off
CSRs, supervisors or other personnel whose participation in the
virtual call center system of FIG. 1 is requested. Other techniques
generally useful in employing alerting methodologies will be found
in co-pending U.S. patent application Ser. No. 09/473,954 entitled
Method and System for Identifying Location of User to
Telecommunications Network, filed Dec. 29, 1999 based on a
provisional application filed Dec. 29, 1998. Patent application
Ser. No. 09/473,954 is hereby incorporated by reference and
considered set out in its entirety herein.
[0052] It will be recognized that paging services are often
provided as adjunct services to normal voice or data cellular
telephone services. A page directed to a CSR who is a subscriber to
cellular wireless services having included paging features will be
reached in substantially the same manner as a paging-only
subscriber. One so-called page and connect approach to reaching a
called party by page and having a voice call returned in response
is described in U.S. Pat. No. 5,703,930 issued Dec. 30, 1997 to R.
A. Miska, et, al. Other techniques, involving bridging of so-called
return calls from a paged party, are described in U.S. Pat. No.
5,805,991 to M. J. Foladare, et al, issued Sep. 8, 1998.
[0053] Similarly, many alternative or more elaborate messaging
services may be controlled by call control server 190 to originate
a wired or non-wired connection to a logged-off resource person
(CSR, supervisor, specialist or other virtual call center person).
Thus, for example, portable, handheld or wearable devices with
wireless facilities of various designs and capabilities permit a
range of simple or complex messaging, one- or two-way voice,
Internet or other network-enabled, text or graphics and other
levels of communications with at large subscribers. Though paging
represents a simple means of alerting needed at-large resource
persons, automatic dialing capabilities will, in appropriate cases,
be employed in server 170 to deliver a pre-recorded voice message
to a CSR who is a normal cellular subscriber. Other alerting
techniques will include so-called instant messaging techniques
available over the Internet or other data network, whether
connections are wired or wireless.
[0054] For purposes of simplifying the present description,
alerting mechanisms for sending alerting messages to CSRs or others
will be primarily presented in terms of paging, though it will be
recognized that other messaging techniques may be preferable in
particular applications of the present inventive contributions.
Thus, when paging or paging/cellular messages are referred to, it
will be understood that any messaging technique may be used to
contact a resource person who is not logged in.
[0055] The output of alerting server 170, whether a paging message,
cellular telephone call or other alerting communication, is
delivered to an appropriate distribution system, represented in
FIG. 1 by illustrative wireless transmit/receive land station 193
connected to antenna 192. Corresponding ground-based facilities
(not shown) are employed for providing alerting messages and the
like to satellite 191 for delivery to a sought after at-large
logged-off resource person, represented as 197 in FIG. 1. Though
elements 191, 192 and 193 are commonly associated with wireless
messaging links to a CSR or other person, other access routes,
wired as well as wireless, will be employed in appropriate cases.
Thus, when a CSR or other person to be alerted is at another
location (but not logged on to the virtual call center or relevant
server), such links to the other location as may exist can be
employed as well. So, for example, if a logged-off resource person
(CSR, virtual office worker, etc.) is nevertheless logged in to an
information service having e-mail, instant messaging or other
messaging facilities, then those facilities (wired or wireless) may
be used to send and receive the required alerting message. As will
be described in more detail below, the described calling, paging or
other messaging operations may be directed not only to an
individual, but also to an identified group substantially
simultaneously.
[0056] In operation, call control server 190 determines the
existence of conditions or trends at call control server 190 or
elsewhere in a call center system--including a call center system
having at least some distributed (virtual call center) locations.
For this purpose, call control center 190 maintains certain
database materials and monitors conditions relevant to call center
operation to form messages, as needed, to alert logged-off
personnel. Certain of these facilities, and resulting interaction
with network and alerting server(s) will be discussed below with
reference to FIG. 2.
[0057] For present discussion purposes, CSR station 140 in FIG. 1
is taken as a virtual call center CSR station which is not
logged-in, and for which the associated CSR (which, unless
otherwise stated, will be understood for particular cases to be a
CSR, supervisor, specialist or other resource person) is at large
(not presently engaged in call center activity), but in possession
of a pager or other suitable portable device for receiving alert
signals. In at-large status, a CSR may be at or in the vicinity of
the CSR station, or at some distance. The CSR may be in any of a
plurality of readiness states, such as on break, on call, scheduled
for present call center activity (though not logged on), on a
scheduled day (or longer) off period or others. It is assumed that
any number of other CSRs (not shown in FIG. 1) remain
logged-on.
[0058] Turning then to FIG. 2, portions of call control center 190
are elaborated as block 230 shown connected to alerting server 170,
portions of merchant PBX/ACD 180 (grouped in FIG. 2 as 207), and
network(s) 200. More specifically, switch 205 and ACD 210 are
elements (previously associated in element 180 and shown in FIG. 1
as connected to network 100) for performing routing of calls to or
from CSRs based on control information supplied, at least in part,
by call control server 190. As reflected in FIG. 2, switch 205
typically comprises a merchant PBX, of a type well known in the
art, connected to one or more networks 200. In the overall view of
FIG. 1, the connection of PBX 205 is to data network 100, but such
PBX connection will, in appropriate cases connect as well or
instead to a voice network such as network 150 in FIG. 1.
Similarly, networks 200 may include a LAN or other separate network
connecting one or more of merchant web server 182, call control
server 190 and merchant PBX/ACD 180. Such LAN or other network
links are illustratively shown as links 251 and 252 in FIG. 2.
[0059] ACD 210 shown in FIG. 2 is likewise of standard design and
includes local call center facilities 215 when desired or required
to complement virtual CSR stations. ACD 210 includes or
interoperates with call queue 220 and associated queue-length
measurement device 225. The latter is shown interconnected with
processor 216, which is shown with its associated memory 217.
Queue-length measurement element 225 will, in some cases, be a
software routine running on processor 216 in response to queue data
maintained routinely in ACD 210. Queue length is a useful system
status indicator for initiating activities of alerting server 170,
as will be described in more detail below. Database 206 and VRU 218
advantageously complement switch 205. Database 206 conveniently
maintains routing and other control information for the operation
of switch 206, and VRU 218 operates under the control of one or
more processors in PBX/ACD combination 207 (processor 216), or in
call control server combination 230 (processor 250) to provide
voice response services during call processing. In accordance with
one aspect of the present invention, VRU provides voice
announcement/messaging capabilities to alerting server 170,
illustratively through switch 205 and networks 200, or through
processor 250. In appropriate cases, alerting server 170 and/or
processor 250 may include VRU facilities substantially similar to
those shown at PBX/ACD element 207.
[0060] Call controller server elements grouped as 230 in FIG. 2
include processor 250 interacting through a memory/database
interface 240 with database elements 235-i and memory 245. In some
implementations, some or all of database elements 235-i may be
combined in a common database system, and may share memory
facilities of memory 245. The database elements 235-i (for some
integer range of i) correspond to respective tables used by
processor 250 in formulating control signals for initiating,
updating and terminating pages, cellular calls or other
communications to at-large CSRS.
[0061] In overall operation, processor 216 gathers traffic
information present at ACD 210, such as call queue length, changes
in calling patterns, call holding times or other such information
available at an ACD and forwards such information to processor 250
in call control server grouping 230. (Call control server 190 in
FIG. 1 will typically include hardware and software elements not
shown in the group of elements 230 in FIG. 2, but described in
incorporated patent applications (i) and (ii).) Processor 250
employs such traffic information from ACD 210 and information in
one or more tables 235-i to generate paging/calling (or other
alerting) instructions for application to alerting server 170.
[0062] Information maintained in tables 235-i typically includes a
roster of all CSRS, as well as logon information (such as
certificate number, password(s), PSTN calling number, IP address if
any), scope of activities (such as merchants with which the CSR is
associated and supervisory or consulting responsibilities), paging
address (if any), cellular calling number (if any), reach
information for any other personal communications devices, links or
numbers, if any. Additionally, tables 235-i will indicate activity
status for each of the CSRs--such as logged-on, on-call, not
scheduled, etc. Based on predetermined preferences of system
operators and CSRS, as well as any contractual or less formal
arrangements between system operators and CSRS, processor 250
determines any requirement for additional CSR (including
supervisor, specialist and other personnel). When such a
requirement is determined, processor directs alerting server 170 to
generate appropriate contact initiatives.
[0063] When particular conditions arise in a virtual call center
context, it proves desirable to send a page or other contact to
more than one CSR at substantially the same time. For this
purposes, it proves convenient to form groups of CSRs, each having
some relevant skill set, availability or other characteristics in
common. Then, when conditions requiring a number of additional CSRs
to logon, a single command can be sent to alerting server 170
identifying the group to be alerted. Membership in such groups is
advantageously included in one or more of database tables 235-i and
accessed by processor 250 while executing one or more versions of
contact algorithms 245.
[0064] The sets of rules or practices (the contact algorithm) used
in making such contact determinations is reflected in FIG. 2 by the
contact algorithms block 253. Also, message address/content block
254 in FIG. 2 represents predetermined message content to be
included in particular alerting or contact messages. In some cases,
as when a particular CSR (or group of CSRs) has (have) a relatively
sophisticated personal information device, contact information may
be relatively complete or complex, while in other cases a simple
text message to a standard pager will simply instruct the recipient
to login to the virtual call center. Many variations will readily
be accommodated using the present inventive teachings. A multi-mode
contact process may be included when appropriate to CSR alerting
device capabilities. In such circumstances, a simple page may be
complemented by a voice message originated by a VRU, such as VRU
218 in FIG. 2, or a VRU included at alerting server 170. Of course
other message types, including tones or other audio messaging,
graphic information of various kinds or any combination of them
will be used, as circumstances require. For example, if a
specialist associated with a virtual call center is at large in a
noisy environment, graphic input information may be preferred for
conveying relatively complex requirements.
[0065] While the preceding discussion anticipates call traffic
information as part of a determination to generate contacts with
at-large CSRs, such need will arise in some cases when traffic
volumes are not presently abnormal or unanticipated. Thus, for
example, if an some number of scheduled CSRs do not logon at
predetermined times as anticipated, processor 250 may determine
that a future bottleneck might appear, thus necessitating contacts
with those CSRs who are scheduled but not logged on, as well as one
or more at large CSRs. This determination will be made in some
cases irrespective of current calling volume.
[0066] Thus, in accordance with one aspect of the present
invention, a need for additional personnel resources can be
pro-active, rather than merely reactive. Desirably, processor 250
will have available (in memory 245 or otherwise) a history of
anticipated calling demands and corresponding required CSR
resources.
[0067] Additionally, high calling levels arising from special
circumstances, such as a broad-based advertising program, or sales
promotions presented on a merchant web page on server 182, will be
anticipated by increasing the normal staffing requirements.
However, because such promotions may create demands for CSRs in
excess of (increased) scheduled staffing, processor sensitivity to
calling trends is advantageously subject to modulation, e.g., based
on a special event parameter. Thus, if a sales promotion appears to
be stimulating calling volume in excess of (enlarged) expectations,
processor 250 can determine at an early stage to seek additional
CSR resources.
[0068] FIGS. 3A and 3B show typical processing steps performed at
call server 170 by system elements grouped as 230 in FIG. 2. In
particular, upon starting at block 300 in FIG. 3A, a first contact
algorithm 320 is illustratively executed. A first step in algorithm
320 is reading time of day, day of week, the list of CSRs scheduled
to be logged on, and other context data as required, as shown by
block 310. When special circumstances, such as the promotional
program cited above, parameters for modifying or sensitizing
decision criteria will also be read, as shown at block 311 in FIG.
3A. Then calculation variables j (an index value for the set of
CSRs currently scheduled to be logged on) is set to 1, and n(li),
the number of CSRs actually logged on is set to zero.
[0069] At step 313 a test is made as to whether the jth CSR
scheduled for service has actually logged on. If the test yields a
positive result, the number of CSRs logged on is incremented, while
no such incrementing is performed if the test at 313 yields a
negative result. Test 315 tests for the end of the list of
scheduled CSRS; if the end is not at hand, j is incremented by one
and a return to step 313 is executed. After the entire list of CSRs
scheduled for current service is read, a determination is made at
test 317 as to whether an acceptable percentage (or number) of CSRs
have actually logged on. If not, an exception is logged at block
318. It will be recognized that the acceptable percentage (or
number) of CSRs actually logged on will generally be a function of
promotional (or other special circumstance) parameter values.
[0070] Upon completion of execution of the algorithm 320 for logged
on CSRs, it proves convenient in many cases to execute algorithm
330--testing for ACD queue length. For this purpose, ACD data
(including queue length) is accomplished at block 332. Then, a test
for queue length against a reference queue length l(ref) is made at
block 334. If the queue length exceeds the acceptable l(ref) value,
then an exception is logged at step 335. Again, it will be
recognized that the value l(ref) may be subject to promotional
parameter value.
[0071] Another illustrative contact algorithm 360 is shown in FIG.
3B (a continuation of the processing of FIG. 3A). This latter
algorithm is a simple test for holding time for calls processed by
ACD 205 in FIG. 2, illustratively in terms of an average holding
time for a recent time interval. Many other contact algorithms
appropriate to particular cases may be included in the contact
algorithm processing, as represented by unspecified contact
algorithm 370. It proves convenient to refer to such variables as
call queue length, percentage of scheduled CSRs who are logged on,
call holding times and other such variables relating to required or
desired levels of staffing in a virtual call center as virtual call
center state variables.
[0072] After all appropriate contact algorithms have been
processed, it proves convenient to collect all exceptions that have
been noted during such processing, as shown by step 380 in FIG. 3B.
Block 381 corresponds to processing to identify appropriate
individual or groups of CSRs to be contacted. In some cases (as for
illustrative contact algorithm 320), the identified persons may
merely be CSRs who are scheduled but not yet logged on. So,
alerting messages sent to these latter CSRs is in the nature of a
reminder--as may be appropriate in a relatively loosely knit group
of CSRs. Other individuals or groups to be alerted may correspond
to a stand-by individual or group. For example, a standby group may
include a relatively large number of actual CSRs and one or more
supervisors. In other cases, especially when specialist assistance
is needed, or will soon be needed, a list of available specialists
with identified skills or knowledge will be used. Because such
specialist involvement may involve individuals of high skill levels
and competing demands for time, specialist alerting may be done on
a very selective basis, as will be known to system operators and
others familiar with the merchant task at hand. It should be
recalled that the CSRs (including supervisors and specialists) may
supply any of a wide variety of services, not only the illustrative
network-based sales of products and (routine) services.
[0073] After the addressee(s) of any alerting message has (have)
been identified, the form and content of the alerting message is
determined, as indicated by step 382. Thus, whether the alerting
message is a text-based page, a cellular call or page, a voice mail
message, a graphic display message, or any other form is determined
at step 383--based, in part, on the available device information
stored in one of the tables 235-i containing CSR information.
Likewise, the nature of the task that has arisen will shape the
content of the message. If relatively routine additional call
volume has occurred or is likely to occur, a message simply
requesting a CSR to log on may suffice. In other cases, a more
complete message indicating the likely nature or extent of desired
involvement may be included in the message. If a high cost
consultant is being alerted, some additional information regarding
the duration of involvement and, perhaps, the nature of the problem
to be handled will be warranted.
[0074] While the above-described embodiments reflect a fully
automated alerting mode of operation, presently logged on CSRs may
be an appropriate additional source of system input. Thus, if a CSR
is in communication with a customer with special needs, that CSR
may click on a merchant web page that is active on his/her computer
screen to alert a supervisor or some special need or resource.
Likewise, if a CSR, and especially a supervisor, detects some
operational difficulty--such as a network difficulty or a web page
error that should be clarified--then a request for the appropriate
specialist effort can be entered in a contact algorithm that will
give rise to an appropriate alerting message.
[0075] Though the above description of contact algorithms has
emphasized the generation of control signals to a alerting server
to alert at large CSRs, it will be understood that the elimination
or moderation of conditions giving rise to such alerts will
advantageously cause new control signals to cause alerting server
170 to generate override, or canceling messages to some or all of
the prior recipients of alerting messages. Further, logged on CSRs
may become aware of a resolution of a problem that had
automatically (or by CSR button-clicking) caused an alert to be
sent to one or more individuals. In this case, provision is
conveniently made for a CSR button-clicked selection to trigger a
message to call control server 190 to send canceling or override
messages.
[0076] Of course, an existing resource problem may not improve, and
may even worsen after an initial one or more alerts. In such case,
provision is advantageously made in contact algorithms 245 to
perform follow-up testing over a period of time regarding
improvement or worsening of call center difficulties. So, for
example, if a test made ten minutes after an initial alert for at
large CSRs to logon, and if a required number have logged on, then
the alert can be canceled automatically by the system. If the same
or another initial alert has not caused satisfactory results, a
repeated or enlarged alert (to a larger group of individuals) will
advantageously be initiated. Of course, once a particular CSR has
logged on, his/her status will be changed in the tables maintained
by processor 250 in FIG. 2, so that a logged on CSR will not be
alerted.
[0077] Some illustrative embodiments of the present invention
contemplate contacts to a single paging or calling number (or a
substantially parallel grouping of contact numbers or the like) to
which an alert message is to be sent, it will be clear to those
skilled in the art that, in appropriate cases, a sequential
location process may be used. Thus, for example, a person-locating
service of a type described, for example, in U.S. Pat. No.
4,313,035, issued Jan. 26, 1982 to D. S. Jordan, et al, or as
practiced in present modifications and extensions of such services,
may be used to reach a desired CSR. In accordance with an extension
of such personal locator techniques in accordance with the present
invention, a message delivered to a first called location will be
followed after a predetermined time by a call/page to another
location provided by the locator service, and so forth, until the
identified CSR has logged in or some other event, such as the
passage of a predetermined period of time, has occurred.
[0078] While server 170 has been illustratively referred to above
as a paging/cellular server, it will be recognized that server 170
will, in some embodiments, be a server giving rise to alerting
signals that are sent in whole or part by other wired or wireless
means in such form as to permit reception by a CSR who is not
logged on to a virtual call center. For example, server 170 may be
a wireless LAN base station with message formulating capabilities.
In the latter circumstance, an at large CSR may be within a
building or campus and can receive alerting messages containing
content sufficient to indicate a need to log in at a customary
location or, if permitted by the call control server authentication
procedure, from a nearby terminal or computer and/or, as
appropriate, telephone station.
[0079] Though problems solved by the present invention are
particularly relevant to virtual call center contexts, it will be
recognized that other contexts involving mobile workers or those
having a plurality of work locations will benefit from use of the
present invention. Further, workers other than CSRs who are at
large, or work at home or in other virtual office locations--such
as those described in co-pending U.S. patent application Ser. No.
09/370,766, filed Aug. 8, 1999 and assigned to the assignee of the
present application, and the above-incorporated application Ser.
No. 09/318,015--will employ the present inventive techniques to
remain accessible to their employers, customers, clients,
colleagues and others. The aforesaid application Ser. No.
09/370,766 is hereby incorporated by reference and considered set
out in its entirety herein. Accordingly, references to CSRs in the
context of illustrative virtual call centers will in appropriate
cases be understood to include other personnel not-logged-in to a
particular network or server, but who are in demand based on
conditions existing in or on such network or server. These
personnel will include not only CSRs, multiple-location personnel,
travelers and remotely located or in-the-field employees, but those
at large personnel who--though not logged in--are reachable by
appropriate alerting or messaging techniques.
[0080] The term virtual contact center should be understood to
embrace such in-the-field, traveling or virtual office contexts, as
well as illustrative virtual call center contexts described above
and in some or all of the previously filed incorporated co-pending
patent applications. Moreover, virtual contact center will be
understood to include network-based systems, methods and techniques
for processing voice and non-voice contacts, including instant
messaging or other messaging contacts (such as e-mail contacts).
The virtual contact center label is to be understood to apply
whether customer or other contacts are referred to as calls,
messages or otherwise.
[0081] Numerous and varied modifications and extensions of the
present inventive teachings within the spirit of these teachings,
and the scope of the appended claims, will occur to those skilled
in the relevant arts.
* * * * *