CA2355008A1 - System and method for using a phone to access information in a call center - Google Patents
System and method for using a phone to access information in a call center Download PDFInfo
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- CA2355008A1 CA2355008A1 CA002355008A CA2355008A CA2355008A1 CA 2355008 A1 CA2355008 A1 CA 2355008A1 CA 002355008 A CA002355008 A CA 002355008A CA 2355008 A CA2355008 A CA 2355008A CA 2355008 A1 CA2355008 A1 CA 2355008A1
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- call center
- call
- voicexml
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Classifications
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/487—Arrangements for providing information services, e.g. recorded voice services or time announcements
- H04M3/493—Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals
- H04M3/4938—Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals comprising a voice browser which renders and interprets, e.g. VoiceXML
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/22—Arrangements for supervision, monitoring or testing
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/487—Arrangements for providing information services, e.g. recorded voice services or time announcements
- H04M3/493—Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals
- H04M3/4936—Speech interaction details
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
- H04M3/5125—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with remote located operators
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M2201/00—Electronic components, circuits, software, systems or apparatus used in telephone systems
- H04M2201/39—Electronic components, circuits, software, systems or apparatus used in telephone systems using speech synthesis
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M2201/00—Electronic components, circuits, software, systems or apparatus used in telephone systems
- H04M2201/40—Electronic components, circuits, software, systems or apparatus used in telephone systems using speech recognition
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M2201/00—Electronic components, circuits, software, systems or apparatus used in telephone systems
- H04M2201/60—Medium conversion
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M2203/00—Aspects of automatic or semi-automatic exchanges
- H04M2203/10—Aspects of automatic or semi-automatic exchanges related to the purpose or context of the telephonic communication
- H04M2203/1033—Remote administration, e.g. of web servers
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M2203/00—Aspects of automatic or semi-automatic exchanges
- H04M2203/60—Aspects of automatic or semi-automatic exchanges related to security aspects in telephonic communication systems
- H04M2203/6018—Subscriber or terminal logon/logoff
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/38—Graded-service arrangements, i.e. some subscribers prevented from establishing certain connections
- H04M3/382—Graded-service arrangements, i.e. some subscribers prevented from establishing certain connections using authorisation codes or passwords
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/42204—Arrangements at the exchange for service or number selection by voice
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
- H04M3/5166—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing in combination with interactive voice response systems or voice portals, e.g. as front-ends
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
- H04M3/5175—Call or contact centers supervision arrangements
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
- H04M3/5183—Call or contact centers with computer-telephony arrangements
- H04M3/5191—Call or contact centers with computer-telephony arrangements interacting with the Internet
Abstract
A system and method of using voice to access information in a call center is disclosed. Providing a voice response server to handle requests from local and remote administrators allows a call center to be managed even when administrators are physically distant from the call center. The voice response server may adhere to VoiceXML to process requests for call center information from administrators.
Description
SYSTEM AND METHOD OF USING A PHONE TO ACCESS
:I:NF'ORMATION IN A CALL CENTER
Field of the Invention This invention relates to communications systems and, more particularly, to administration of call centers :.sing voice access.
Background of the Invention Call ceni:ers are typically used as a means of distribu~in.g .°~u~~tomer contacts such as facsimiles, e-15 mails, video, Internet vos.ce, telephone calls, etc.
among a croup cf call center agents of an organization. A.~. customer contacts are directed to the organizat:Len from the public switched telephone network (PSTNi or other communication networks, an 20 automatic cal.1 a.istributor (ACDi directs the customer contacts to i-~s call center agents based upon some algorithm. Fo:r~ example, the ACD may recognize a telephonr~ cal:L target based upon an identity of an incoming trunk line and route the call accordingly.
25 Call center administrators manage and ensure the proper performance of the call center. To manage the call cent~e:r e~~_ficiently, it is important for the call center acim.inistrator to have access to the call center wherever -.;he administrator is. For example, 30 if the ac:~mini~-~trator is called away to another building, it i.s important for the administrator to be able to check the perfcrmance, configuration and attributes of the call center while the administrator is away. Further, administrators who must travel are 35 often aw<~y from the call center that they manage and thus require access to the call center to determine whether the cal=_ center is properly functioning.
Currer_tly, an administrator who is away from the call center has t:wo options: 1) call a person who is 5 in charge and a:~k tr:at person for a status of the call center or 2.dial in to the call- center by using a portable composer and checking the status of the call center.
The first ~~olution requires that the 10 administrator depend upon another person to get required ir_form~~r_ion. This :solution may not be optimal if the ~~e rson answering the telephone call is not well skilled or trustworthy. The second solution is a7_so not optimal, as it =requires the companies 15 that use call centers to purchase a portable computer and modem for every administrator in the company. In a large company with many call centers, this solution requ;~res many portable computers. Further, the administrator must be able to lacate a telephone line 20 for which the administrator may be able to dial up to connect to the call center. Finding a telephone line to which the adrn:inistrator may connect the portable computer may be difficult i:f the administrator is in a location that does not have such access, such as 25 travelling in a car. Further, this solution requires the company to _nstall the appropriate number of dial up 1-~nes so than administrators are not disconnected or put on hold because the dial up lines are unav<~ilable. E.ot:h solutions are less than optimal.
30 As a consequence, the performance of the call center may degrade or be impaired when an administrator is away.
:I:NF'ORMATION IN A CALL CENTER
Field of the Invention This invention relates to communications systems and, more particularly, to administration of call centers :.sing voice access.
Background of the Invention Call ceni:ers are typically used as a means of distribu~in.g .°~u~~tomer contacts such as facsimiles, e-15 mails, video, Internet vos.ce, telephone calls, etc.
among a croup cf call center agents of an organization. A.~. customer contacts are directed to the organizat:Len from the public switched telephone network (PSTNi or other communication networks, an 20 automatic cal.1 a.istributor (ACDi directs the customer contacts to i-~s call center agents based upon some algorithm. Fo:r~ example, the ACD may recognize a telephonr~ cal:L target based upon an identity of an incoming trunk line and route the call accordingly.
25 Call center administrators manage and ensure the proper performance of the call center. To manage the call cent~e:r e~~_ficiently, it is important for the call center acim.inistrator to have access to the call center wherever -.;he administrator is. For example, 30 if the ac:~mini~-~trator is called away to another building, it i.s important for the administrator to be able to check the perfcrmance, configuration and attributes of the call center while the administrator is away. Further, administrators who must travel are 35 often aw<~y from the call center that they manage and thus require access to the call center to determine whether the cal=_ center is properly functioning.
Currer_tly, an administrator who is away from the call center has t:wo options: 1) call a person who is 5 in charge and a:~k tr:at person for a status of the call center or 2.dial in to the call- center by using a portable composer and checking the status of the call center.
The first ~~olution requires that the 10 administrator depend upon another person to get required ir_form~~r_ion. This :solution may not be optimal if the ~~e rson answering the telephone call is not well skilled or trustworthy. The second solution is a7_so not optimal, as it =requires the companies 15 that use call centers to purchase a portable computer and modem for every administrator in the company. In a large company with many call centers, this solution requ;~res many portable computers. Further, the administrator must be able to lacate a telephone line 20 for which the administrator may be able to dial up to connect to the call center. Finding a telephone line to which the adrn:inistrator may connect the portable computer may be difficult i:f the administrator is in a location that does not have such access, such as 25 travelling in a car. Further, this solution requires the company to _nstall the appropriate number of dial up 1-~nes so than administrators are not disconnected or put on hold because the dial up lines are unav<~ilable. E.ot:h solutions are less than optimal.
30 As a consequence, the performance of the call center may degrade or be impaired when an administrator is away.
Acco:rding:Ly, a need exists for a better way of allowing the cell. center administrator to access the call center whey,. the admini~~trator is physically remote from th~~ c:al1 center.
Summary The prese.ut invention, accordingly, provides a system and metncd of using a phone to provide call center administrators access to information in a call center that overcomes or reduces the disadvantageous and limitations associated with prior methods and systems. Illustrated embodiments reduce the disadvantage o:l r..ot having access to a call center when phys:icall.~r distant from the call center.
Brief Description of the Drawings The Foregoing advantageous features of the invention will be explained in greater detail and others wi::Ll be made apparent from the detailed description of tr~.e preferred embodiment of the present inventv~on. which is given with reference to the several fi<~ur~es of the drawing, in which:
FIG. 1 illustrates a simplified functional block diagram o:~ a call center in accordance with an illustrated embodiment of the invention.
FIG. 2 il=Lustrates a simplified functional block diagram of an c~lterr~ative embodiment of a call center in accordance with an illustrated embodiment of the invention.
FIG. 3 il=Lustrates a simplified functional block diagram of an exemplary embodiment of a call center in accordance wittl an illustrated embodiment of the invention.
Summary The prese.ut invention, accordingly, provides a system and metncd of using a phone to provide call center administrators access to information in a call center that overcomes or reduces the disadvantageous and limitations associated with prior methods and systems. Illustrated embodiments reduce the disadvantage o:l r..ot having access to a call center when phys:icall.~r distant from the call center.
Brief Description of the Drawings The Foregoing advantageous features of the invention will be explained in greater detail and others wi::Ll be made apparent from the detailed description of tr~.e preferred embodiment of the present inventv~on. which is given with reference to the several fi<~ur~es of the drawing, in which:
FIG. 1 illustrates a simplified functional block diagram o:~ a call center in accordance with an illustrated embodiment of the invention.
FIG. 2 il=Lustrates a simplified functional block diagram of an c~lterr~ative embodiment of a call center in accordance with an illustrated embodiment of the invention.
FIG. 3 il=Lustrates a simplified functional block diagram of an exemplary embodiment of a call center in accordance wittl an illustrated embodiment of the invention.
FIG. 4 illustrates a simplified functional block diagram of a vcic:e r_esponse:, server of a call center.
FIG. 5 is a simplified flow diagram of the method used by the system of FIG. 4.
Detailed Description Shown in Fiq. 1 is a call center 100 shown in a context of use. The call center 100 includes a number of agents 12, administrators (14, 16), an automatic call distributor 9, a call center command server (3CS) 8, and a wc>ice response server 30. The call center 100 funct~.ons to selectively and automatically interconnect customer contacts such as a caller 20 calling t'nroug:h the public switched telephone network (PSTN) 10 tc one of the agents 12 in the call center 100. Although tr:.e call center 100 is described with reference to arl automatic call distributor (ACD), a PBX or centrex ~~~stem may also be used in place of the ACD. Further, implementing a call center with any of these switching systems is considered to be equivalent and variations will not be discussed further. For a more detailed discussion of automatic call dist:ributor~;, reference may be made to U.S. Pat.
No. 5,268,903 to ;Jones et al.. entitled "Multichannel Telephonic Switching Network With Different Signaling Formats and Conne:ct/PBX Treatment Selectable For Each Channel", issued December 7, 1993; U.S. Pat. No.
5,140,611 to Jones et al. entitled "Pulse Modulated Self-Clocking and Self-Synchronizing Data Transmission awd Method for a Telephonic Communication ;:witching System", issued Aug. 8, 1992 and U.S. ?at. Nc. 5,127,004 to Lenihan et al.
entitled ''Tone and Announcement Message Code Generator for a Telephonic Switching System and Methcd", :issued ~,~un. 30, 1992 which are hereby incorporated b~l reference.
Further, although the present invention is described in reference t.o the PSTN 10, a packet-switched voice network or other equivalent network where customer contacts area relayed to a call center 100 may be used. For example, where voice calls are transmitted over a global nE:twork, such as the Internet using Internet Protocol (IP) a packet-switched ~~ommunications network may be used to implement the system of transmitting the call.
In addition too the agents 12, the call center also incl~zdes ~:~drruinistrators 14, 16. Local administrators 14 are people who are responsible for the management cf the cal:1 center and are physically at the call center 100. Remote administrators are also responsib..l.e for the management of the call center 100 but are not physically at the call center 100. The admizi~.trators' 14, 16 responsibilities include, for example, configuring and monitoring call center ent~itie~, viewing call center statistics, editing telephony files, and activating call center schedules. In an exemplary embodiment, the call center informa-ion that is managed by administrators 14, 16 is summarized in the following table.
FIG. 5 is a simplified flow diagram of the method used by the system of FIG. 4.
Detailed Description Shown in Fiq. 1 is a call center 100 shown in a context of use. The call center 100 includes a number of agents 12, administrators (14, 16), an automatic call distributor 9, a call center command server (3CS) 8, and a wc>ice response server 30. The call center 100 funct~.ons to selectively and automatically interconnect customer contacts such as a caller 20 calling t'nroug:h the public switched telephone network (PSTN) 10 tc one of the agents 12 in the call center 100. Although tr:.e call center 100 is described with reference to arl automatic call distributor (ACD), a PBX or centrex ~~~stem may also be used in place of the ACD. Further, implementing a call center with any of these switching systems is considered to be equivalent and variations will not be discussed further. For a more detailed discussion of automatic call dist:ributor~;, reference may be made to U.S. Pat.
No. 5,268,903 to ;Jones et al.. entitled "Multichannel Telephonic Switching Network With Different Signaling Formats and Conne:ct/PBX Treatment Selectable For Each Channel", issued December 7, 1993; U.S. Pat. No.
5,140,611 to Jones et al. entitled "Pulse Modulated Self-Clocking and Self-Synchronizing Data Transmission awd Method for a Telephonic Communication ;:witching System", issued Aug. 8, 1992 and U.S. ?at. Nc. 5,127,004 to Lenihan et al.
entitled ''Tone and Announcement Message Code Generator for a Telephonic Switching System and Methcd", :issued ~,~un. 30, 1992 which are hereby incorporated b~l reference.
Further, although the present invention is described in reference t.o the PSTN 10, a packet-switched voice network or other equivalent network where customer contacts area relayed to a call center 100 may be used. For example, where voice calls are transmitted over a global nE:twork, such as the Internet using Internet Protocol (IP) a packet-switched ~~ommunications network may be used to implement the system of transmitting the call.
In addition too the agents 12, the call center also incl~zdes ~:~drruinistrators 14, 16. Local administrators 14 are people who are responsible for the management cf the cal:1 center and are physically at the call center 100. Remote administrators are also responsib..l.e for the management of the call center 100 but are not physically at the call center 100. The admizi~.trators' 14, 16 responsibilities include, for example, configuring and monitoring call center ent~itie~, viewing call center statistics, editing telephony files, and activating call center schedules. In an exemplary embodiment, the call center informa-ion that is managed by administrators 14, 16 is summarized in the following table.
Staff Automatic Number Message Display Unit Identification Real-Time Display Agent Schedule Trunk Group Display Message Command Schedu:Le Adherence Threshold GroupsRoute Class Activate Announcement Night/Day Route Command Service/Cent:er Delayed or Scheduled Open/C.Lose Route List/Route Change Activation List Entry Override Retrieve Directory Application VectorNetwork Number Numbers Agent croup Ar'nouncement Custom Timing Profile Agent :InformationReceiver Group Digital Signal Group Function Type Processing Type Class of Ser:wiceintercept (Class] Digital Audio Service Speed Code Table Type Call by Call ServiceEquipment Transaction Cede Table Serial Data Port Application permanent & NSC
Port Tl Application Table/Device/TO/TCT/
Detailed ScheduleTrunk Group Member Devices TO/TOT/TGM
Message Queue Automatic Call Configuration Handlers - VRU, Retrieve Events Fax, Security User and Voice Mail System,/System Objects Copy Memory Model/Headei: ~Telescripts and Voice Mail Dialed Number !,Telescript versions Identi.ficat~.onApplication Overflow Service Statistics Alarm 'The call ce:ater 100 includes a voice response server 30 that, functions to provide access to the call ~~enter :information summarized above. The voice response server 30 accepts an administrator's input such as crvaract:er, audio and speech and retrieves the information from the call center. As shown in the example of FIG. 4, the voice response server 30 includes a call manager 32, VXML interpreter 36, and network iruterfa.ce 38.
'The c:ali manager 32 functions to interface with either a local or remote administrator 14, 16. The call manager 3<': accepts character, audio, and speech input: from the administrators 14, 16 to perform call connection services and process speech. Further, the call manager pemforms text t_o speech translation and automatic spee~:r. recognition processing. The call manager 32 accepts character input that includes dual-tone mufti-f~:requency ;DTMF) and speech information. Ir,. response to a administrator's input, the voice respor.:;e server 30 outputs call center 100 information to tree administrator (14 or 16). The 10 output from the voice response server 30 to an administrator :L4, 16 may also be character, audio and speech, such. as synthesized speech and digitized audio. The ca:Ll manager 32 may perform text to speech translatic>n to aurally output information to administrators 19, 16. For example, an administrator (14 or 16) may speak a request to hear the call log.
The call manager 32 accepts the speech command and performs speech recagnitior~ on the speech input to translate the request into a command to be executed in the call center computers. Once the call log information is retrieved from the call center, the call manager 32 performs text to speech translation to aurally give the call .log information to the admir_istrator .
25 In an illu~.t:rative embodiment, the call manager 32 ir:cludes speech recognition software such as IBM's ViaVoice. Speech recognition software is used to perform translation of the input speech so that the voice response ~.erver may understand the requested 30 command. Any alt.ernat.ive speech recognition software suitable for recognizing the speech of administrators 14, 16 may also be used. The call manager also includes speech ~>ynthesis software to perform translation of text into speech. Any suitable speech recognition soi:tware may be used to perform this function.
In the exemplary embodiment in FIG. 4, the VXML
interpreter 36 functions to translate information between an adm~.nistrator (14 or 16) and the ACD 9 or 3CS server. 8. Specifically, the VXML interpreter 36 interfaces to t:he ca:Ll manager 32 and network interface 38 tc> translate information between an 10 administrator 14, 16 and the computers in the call center, such as.;~CD 9 or 3CS server 8. After input processincr ~s pe:rformed by the call manager 32, the input command i.s :processed by the VXML interpreter 36 into an AC.'.D or 3CS server command. to be executed in 15 the call center. The VXML interpreter 36 implements Voice eXtensibl.e Markup Language (VoiceXML), a specification de,reloped by an industry organization which is a standard for providing Internet services via voice interf<~~~es, such as the telephone. In the 20 above example, the VXML interpreter 36 receives a VoiceXML command ~o hear the call log and translates the VoiceXML command into to a command which is execut=ed t.o retr_ieve the call log from the 3CS server 8.
25 The network :interface 38 functions to manage the transmission and :receipt of data between the voice response server 30 and the ACD 9 and 3CS server 8.
The network interface 38 receives commands to be executed on the ACD 9 or 3CS server 8 and translates 30 the commands into data packets. Further, network interface 38 receives data packets from ACD 9 or 3CS
server 8 and translates the data packet into informatlc?n for i~he VXML interpreter 36. If the voice response :server 30 is connected to the ACD 9 by an Ethernet connf=coon, them the network interface 38 functions to manage Ethernet data packets.
Alternatively, t:lze connectwon may be any equivalent 5 local area network, wide area network, Intranet, Internet, c>r ext:~anet connection.
In an exemp:Lary embodiment, a Windows NT 4.0 server utilizing dual Pentium processors with minimum clock speeds of a?00 MHz with 128 MB of RAM may be 10 regarded as the type of voice response server 30 contemplated hez-ein. Equivalent processors and equivalent oper~~t;ing system: may also be used.
Further, the voice response server 30 includes analog voice ports to :support wire:Less or wireline telephony 15 connections. Foa:- example, remote administrator 16 may connect to t:he voice server 30 by communications devices incl.udinc~ a telephone, cell phone, personal digital assistant: and laptop computer.
In an exemp~~ary embodzrnent, the call center 100 20 includes 3CS c~:~mputer 8 that functions to provide the voice response ~e.rver 30 with information from the ACD 9. The 3CS computer 8 provides access to configuration, z~e al time and call control information for the agents, <~gent groups, call center 25 applications, anti ACD 9 objects. For example, the 3CS computer 8 may relay statistics and performance information to the voice response server 30. The 3CS
computer 8 also provides administrative features including view.ir~c~ equipment:. configurations, 30 reconfiguring equipment attributes, and editing software applica~t:ions.
In an exem~>7_ary embodiment, the functionality provided by the ~loice response server 30 is separate a from the 3CS computer 8. However, the functionality may be combined ,~nto one computer system as shown in FIG. 2. Further, although the call center described includes one A.CD and one 3CS computer 8, the call 5 center may include a plurality of ACDs and a plurality of ?.CS computers. For example, a company that requires a ::umber of agents will typically utilize four or :Five ACDs a:nd 3CS computers in one call center as :down in FIG. 3.
10 In accordance with an embodiment of the present inversion, a me t. hod of using a telephone to access information in a call center is provided which includes the steps of: (a) connecting to a voice response server (Block 32), (b) processing telephone 15 requests (Block 34), and (c) responding to telephone requests (Block 36) .
The step of= connecting (Block 32) functions to interface with Eedther a local or remote administrator 14, 1.6. The connection process includes verifying 20 that authorized administrators 14, 16 are accessing the call center x..00. Checl~:ing login names with associated password infarmat~ion may perform verification. =L': an aut:harized administrator 14, 16 does not ;provide an appropriate password, then access 25 will be denied. In an illustrative embodiment of the invention, autneraication of administrators 14, 16 may be performed within the voice response server 30.
The step of connecting (Block 32) also includes provide a telephony interface to administrators 14, 30 16. The telephony interface may accept character, audio, anc:~ ;speech input from administrators 14, 16 to perform cannect;ien services and process input received. Further, the step of connecting (Block 32) 1. 0 may also perform text to speech translation and automatic speech recogniti~:~n processing. The step of connecting further includes the step of accepting character input such as DTM:L and speech information.
5 The step of processing (Block 34) functions to translate admin:~:~trator's i4, 16 input to a requested command and execute the command in the computers in the call center. For example, an administrator 14, 16 may speak a i_,equest to hear the number of call 10 center agents. The step of processing (Block 34) accepts the speech command and performs speech recognition. on the speech _Lnput to translate the request inta a c~.ommand to be executed in the call center computer~~.
15 The step of responding (Block 3.6) functions to give administrators 14, 16 the results of the processing step ;Block 34). The step of responding further include: the step of performing text to speech translation to aural.=y present information to 20 administrators 1~, 16. In the example above, the step of responding (Block 36) aurally presents the number of call center agents in the call center to the administral:cr 14, 16.
In a:n illw~t.rative embodiment, the method of 25 FIG. 5 adheres to the VoiceXML standard. The results from the step ~::~f connecting (Block 32) and results to the step of responding (Block 36) adhere to the VoiceXML standarG.
An embodirnert of the present invention may 30 employ learning a.s a method of increasing efficiency in retrieving call center information. The method recognizes and learns overtime a pattern of regularly used access commands. For e~xampie, the user regularly acce:~ses the call. log. Thus, when the user logs into the call center, the method may automatically p resent call log information to the user. The abi_.ity to predict familiarity and 5 unfamiliarity allows an embodiment of the present invention to be more useful..
Another ern~~odiment of: the present invention may allow an exper_i_enced user to retrieve information quickly. An e:~perienced user may "barge in" to 10 retrieve ,information from t;he call center. Barge in means to ;.~nter~~upt the pre:~entation of requesting information du:~:ing the connection process to retrieve call center i.n:=ormation auickly. For example, the voice response server may present a welcome message, 15 such as "Welc:om~=_ tc> call center #5467 in Wooddale, Illinoi;~." Beu~re the voce response server finishes present_:.ng the welcome message, the administrator 14, 16 may barge i:z wit:h a request for message queue informal=ion.
20 A specif_i~ embodiment: of a system and method of using voice t.o access information in a call center according to t°r_e present invention has been described for the purpose of illustrating the manner in which the invention is made and used. It should be 25 understood tl-.at. the implementation of other variatv~ons and modificati~:~:~s of the invention and its various aspects will be apparent to one skilled in the art, and that the invention is rot limited by the specific embodiments described. Therefore, it is 30 contemplated to cover the present invention, any and al1_ modifica:.icns, variations, or equivalents that fall within the true spirit and scope of the basic underly:inc3 principles. disclosed and claimed herein.
Port Tl Application Table/Device/TO/TCT/
Detailed ScheduleTrunk Group Member Devices TO/TOT/TGM
Message Queue Automatic Call Configuration Handlers - VRU, Retrieve Events Fax, Security User and Voice Mail System,/System Objects Copy Memory Model/Headei: ~Telescripts and Voice Mail Dialed Number !,Telescript versions Identi.ficat~.onApplication Overflow Service Statistics Alarm 'The call ce:ater 100 includes a voice response server 30 that, functions to provide access to the call ~~enter :information summarized above. The voice response server 30 accepts an administrator's input such as crvaract:er, audio and speech and retrieves the information from the call center. As shown in the example of FIG. 4, the voice response server 30 includes a call manager 32, VXML interpreter 36, and network iruterfa.ce 38.
'The c:ali manager 32 functions to interface with either a local or remote administrator 14, 16. The call manager 3<': accepts character, audio, and speech input: from the administrators 14, 16 to perform call connection services and process speech. Further, the call manager pemforms text t_o speech translation and automatic spee~:r. recognition processing. The call manager 32 accepts character input that includes dual-tone mufti-f~:requency ;DTMF) and speech information. Ir,. response to a administrator's input, the voice respor.:;e server 30 outputs call center 100 information to tree administrator (14 or 16). The 10 output from the voice response server 30 to an administrator :L4, 16 may also be character, audio and speech, such. as synthesized speech and digitized audio. The ca:Ll manager 32 may perform text to speech translatic>n to aurally output information to administrators 19, 16. For example, an administrator (14 or 16) may speak a request to hear the call log.
The call manager 32 accepts the speech command and performs speech recagnitior~ on the speech input to translate the request into a command to be executed in the call center computers. Once the call log information is retrieved from the call center, the call manager 32 performs text to speech translation to aurally give the call .log information to the admir_istrator .
25 In an illu~.t:rative embodiment, the call manager 32 ir:cludes speech recognition software such as IBM's ViaVoice. Speech recognition software is used to perform translation of the input speech so that the voice response ~.erver may understand the requested 30 command. Any alt.ernat.ive speech recognition software suitable for recognizing the speech of administrators 14, 16 may also be used. The call manager also includes speech ~>ynthesis software to perform translation of text into speech. Any suitable speech recognition soi:tware may be used to perform this function.
In the exemplary embodiment in FIG. 4, the VXML
interpreter 36 functions to translate information between an adm~.nistrator (14 or 16) and the ACD 9 or 3CS server. 8. Specifically, the VXML interpreter 36 interfaces to t:he ca:Ll manager 32 and network interface 38 tc> translate information between an 10 administrator 14, 16 and the computers in the call center, such as.;~CD 9 or 3CS server 8. After input processincr ~s pe:rformed by the call manager 32, the input command i.s :processed by the VXML interpreter 36 into an AC.'.D or 3CS server command. to be executed in 15 the call center. The VXML interpreter 36 implements Voice eXtensibl.e Markup Language (VoiceXML), a specification de,reloped by an industry organization which is a standard for providing Internet services via voice interf<~~~es, such as the telephone. In the 20 above example, the VXML interpreter 36 receives a VoiceXML command ~o hear the call log and translates the VoiceXML command into to a command which is execut=ed t.o retr_ieve the call log from the 3CS server 8.
25 The network :interface 38 functions to manage the transmission and :receipt of data between the voice response server 30 and the ACD 9 and 3CS server 8.
The network interface 38 receives commands to be executed on the ACD 9 or 3CS server 8 and translates 30 the commands into data packets. Further, network interface 38 receives data packets from ACD 9 or 3CS
server 8 and translates the data packet into informatlc?n for i~he VXML interpreter 36. If the voice response :server 30 is connected to the ACD 9 by an Ethernet connf=coon, them the network interface 38 functions to manage Ethernet data packets.
Alternatively, t:lze connectwon may be any equivalent 5 local area network, wide area network, Intranet, Internet, c>r ext:~anet connection.
In an exemp:Lary embodiment, a Windows NT 4.0 server utilizing dual Pentium processors with minimum clock speeds of a?00 MHz with 128 MB of RAM may be 10 regarded as the type of voice response server 30 contemplated hez-ein. Equivalent processors and equivalent oper~~t;ing system: may also be used.
Further, the voice response server 30 includes analog voice ports to :support wire:Less or wireline telephony 15 connections. Foa:- example, remote administrator 16 may connect to t:he voice server 30 by communications devices incl.udinc~ a telephone, cell phone, personal digital assistant: and laptop computer.
In an exemp~~ary embodzrnent, the call center 100 20 includes 3CS c~:~mputer 8 that functions to provide the voice response ~e.rver 30 with information from the ACD 9. The 3CS computer 8 provides access to configuration, z~e al time and call control information for the agents, <~gent groups, call center 25 applications, anti ACD 9 objects. For example, the 3CS computer 8 may relay statistics and performance information to the voice response server 30. The 3CS
computer 8 also provides administrative features including view.ir~c~ equipment:. configurations, 30 reconfiguring equipment attributes, and editing software applica~t:ions.
In an exem~>7_ary embodiment, the functionality provided by the ~loice response server 30 is separate a from the 3CS computer 8. However, the functionality may be combined ,~nto one computer system as shown in FIG. 2. Further, although the call center described includes one A.CD and one 3CS computer 8, the call 5 center may include a plurality of ACDs and a plurality of ?.CS computers. For example, a company that requires a ::umber of agents will typically utilize four or :Five ACDs a:nd 3CS computers in one call center as :down in FIG. 3.
10 In accordance with an embodiment of the present inversion, a me t. hod of using a telephone to access information in a call center is provided which includes the steps of: (a) connecting to a voice response server (Block 32), (b) processing telephone 15 requests (Block 34), and (c) responding to telephone requests (Block 36) .
The step of= connecting (Block 32) functions to interface with Eedther a local or remote administrator 14, 1.6. The connection process includes verifying 20 that authorized administrators 14, 16 are accessing the call center x..00. Checl~:ing login names with associated password infarmat~ion may perform verification. =L': an aut:harized administrator 14, 16 does not ;provide an appropriate password, then access 25 will be denied. In an illustrative embodiment of the invention, autneraication of administrators 14, 16 may be performed within the voice response server 30.
The step of connecting (Block 32) also includes provide a telephony interface to administrators 14, 30 16. The telephony interface may accept character, audio, anc:~ ;speech input from administrators 14, 16 to perform cannect;ien services and process input received. Further, the step of connecting (Block 32) 1. 0 may also perform text to speech translation and automatic speech recogniti~:~n processing. The step of connecting further includes the step of accepting character input such as DTM:L and speech information.
5 The step of processing (Block 34) functions to translate admin:~:~trator's i4, 16 input to a requested command and execute the command in the computers in the call center. For example, an administrator 14, 16 may speak a i_,equest to hear the number of call 10 center agents. The step of processing (Block 34) accepts the speech command and performs speech recognition. on the speech _Lnput to translate the request inta a c~.ommand to be executed in the call center computer~~.
15 The step of responding (Block 3.6) functions to give administrators 14, 16 the results of the processing step ;Block 34). The step of responding further include: the step of performing text to speech translation to aural.=y present information to 20 administrators 1~, 16. In the example above, the step of responding (Block 36) aurally presents the number of call center agents in the call center to the administral:cr 14, 16.
In a:n illw~t.rative embodiment, the method of 25 FIG. 5 adheres to the VoiceXML standard. The results from the step ~::~f connecting (Block 32) and results to the step of responding (Block 36) adhere to the VoiceXML standarG.
An embodirnert of the present invention may 30 employ learning a.s a method of increasing efficiency in retrieving call center information. The method recognizes and learns overtime a pattern of regularly used access commands. For e~xampie, the user regularly acce:~ses the call. log. Thus, when the user logs into the call center, the method may automatically p resent call log information to the user. The abi_.ity to predict familiarity and 5 unfamiliarity allows an embodiment of the present invention to be more useful..
Another ern~~odiment of: the present invention may allow an exper_i_enced user to retrieve information quickly. An e:~perienced user may "barge in" to 10 retrieve ,information from t;he call center. Barge in means to ;.~nter~~upt the pre:~entation of requesting information du:~:ing the connection process to retrieve call center i.n:=ormation auickly. For example, the voice response server may present a welcome message, 15 such as "Welc:om~=_ tc> call center #5467 in Wooddale, Illinoi;~." Beu~re the voce response server finishes present_:.ng the welcome message, the administrator 14, 16 may barge i:z wit:h a request for message queue informal=ion.
20 A specif_i~ embodiment: of a system and method of using voice t.o access information in a call center according to t°r_e present invention has been described for the purpose of illustrating the manner in which the invention is made and used. It should be 25 understood tl-.at. the implementation of other variatv~ons and modificati~:~:~s of the invention and its various aspects will be apparent to one skilled in the art, and that the invention is rot limited by the specific embodiments described. Therefore, it is 30 contemplated to cover the present invention, any and al1_ modifica:.icns, variations, or equivalents that fall within the true spirit and scope of the basic underly:inc3 principles. disclosed and claimed herein.
Claims (26)
1. A method of using voice to access call center information in a call center comprising the steps of:
connecting to a voice response server;
processing telephone requests for call center information; and responding to the telephone requests.
connecting to a voice response server;
processing telephone requests for call center information; and responding to the telephone requests.
2. The method of claim 1 wherein the step of connecting further comprises the step of interfacing with a telephony server to receive telephony input from a remote administrator.
3. The method cf claim 1 wherein the step of connecting to a voice response server further comprises the step of authenticating users of the voice response server.
4. The method of claim 3 wherein the step of authenticating is performed by matching login names with passwords.
5. The method of claim 1 wherein the step of processing further comprises translating an administrator's input into a command recognized by a computer in the call center.
6. The method of claim 5 wherein the computer includes an automatic call distributor and call center command server.
7. The method of claim 1 wherein the step of processing adheres to the VoiceXML standard.
processing further comprises the step of using speech recognition to translate an administrator's input into a command recognized by a computer in the call center.
processing further comprises the step of using speech recognition to translate an administrator's input into a command recognized by a computer in the call center.
8. The method of claim 1 wherein the step of responding further comprises the step of performing text to speech translation to aurally present information to administrators.
9. The method of claim 1 wherein the step of processing adheres to VoiceXML.
10. The method of claim 1 wherein the step of processing employs learning to provide a response to the telephone requests.
11. The method of claim 1 wherein the step of processing is interrupted by a barge in request.
12. A system for using voice to access call center information in a call center comprising:
means for connecting to a voice response server, means for processing telephone requests for call center information, and means for responding to the telephone requests.
means for connecting to a voice response server, means for processing telephone requests for call center information, and means for responding to the telephone requests.
13. The system of claim 12 wherein the means for connecting includes a programmable computer configured to accept telephony requests.
14. The system of claim 12 wherein the means for processing includes a voice response server comprising a programmable computer.
15. The system of claim 12 wherein the means for responding includes a programmable computer.
16. A system for using voice to access call center information in a call center comprising:
a call manager which provides call center information, a VXML interpreter, and a network interface.
a call manager which provides call center information, a VXML interpreter, and a network interface.
17. The system of claim 16 wherein the call manager is a programmable computer which interfaces to a telephony server to receive telephone input from a remote administrator.
18. The system of claim 17 wherein the call manager further comprises a telephony interface for receiving telephony input from a remote administrator.
19. The system of claim 17 wherein the call manager includes a database for authenticating users of the system.
20. The system of claim 17 wherein the call manager includes a translator for performing speech to text conversion.
21. The system of claim 17 wherein the VoiceXML
interpreter includes a programmable computer for translating telephony requests to VoiceXML commands.
interpreter includes a programmable computer for translating telephony requests to VoiceXML commands.
22. The system of claim 17 wherein the VoiceXML
interpreter includes a translator for rendering VoiceXML commands into automatic call distributor commands.
interpreter includes a translator for rendering VoiceXML commands into automatic call distributor commands.
23. The system of claim 17 wherein the VoiceXML
interpreter incudes a translator for rendering VoiceXML commands into call center command server commands.
interpreter incudes a translator for rendering VoiceXML commands into call center command server commands.
24. The system of claim 17 wherein the network interface includes local area network, Internet, extranet, and wireless network software.
25. The system of claim 17 wherein the network interface includes a programmable computer for translating VoiceXML commands into data packets for a local area network.
26. The system of claim 17 wherein the network interface includes computer hardware which retrieves data from a local area network and translates the data into VoiceXML commands.
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-
2000
- 2000-09-29 US US09/675,597 patent/US8041023B1/en not_active Expired - Lifetime
-
2001
- 2001-08-10 EP EP01118832A patent/EP1193961B1/en not_active Expired - Lifetime
- 2001-08-10 DE DE60123544T patent/DE60123544T2/en not_active Expired - Lifetime
- 2001-08-10 CA CA002355008A patent/CA2355008A1/en not_active Abandoned
- 2001-08-10 AT AT01118832T patent/ATE341895T1/en not_active IP Right Cessation
Also Published As
| Publication number | Publication date |
|---|---|
| ATE341895T1 (en) | 2006-10-15 |
| DE60123544D1 (en) | 2006-11-16 |
| EP1193961A2 (en) | 2002-04-03 |
| DE60123544T2 (en) | 2007-06-28 |
| EP1193961B1 (en) | 2006-10-04 |
| EP1193961A3 (en) | 2004-01-14 |
| US8041023B1 (en) | 2011-10-18 |
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Legal Events
| Date | Code | Title | Description |
|---|---|---|---|
| EEER | Examination request | ||
| FZDE | Discontinued |