# US 10,375,244 B2 · Premises enabled mobile kiosk, using customers' mobile communication device

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- Number: US 10,375,244 B2
- Document ID: US10375244B2
- Status: Granted
- Kind: B2
- Application number: 12/186,905
- Filed: 2008-08-06
- Published: 2010-02-11
- Granted: 2019-08-06
- Earliest claimed: 2008-08-06
- Assignees: Avaya Inc.
- Applicants: Deborah Hill; Sarah H. Kiefhaber; Joylee E. Kohler; Katherine A. Sobus; Rodney A. Thomson
- Inventors: Deborah Hill; Sarah H. Kiefhaber; Joylee E. Kohler; Katherine A. Sobus; Rodney A. Thomson
- Web page: https://patentgrep.com/patent/US10375244B2

## CPC

- H04M 3/523: with call distribution or queueing
- G06Q 30/016: After-sales
- G06Q 30/02: Marketing; Price estimation or determination; Fundraising
- H04W 4/02: Services making use of location information
- H04W 4/029: Location-based management or tracking services
- H04L 67/52: specially adapted for the location of the user terminal
- H04L 67/54: Presence management, e.g. monitoring or registration for receipt of user log-on information, or the connection status of the users
- H04M 2242/30: Determination of the location of a subscriber
- H04M: TELEPHONIC COMMUNICATION (circuits for controlling other apparatus via a telephone cable and not involving telephone switching apparatus G08)
- G06Q: INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- H04W: WIRELESS COMMUNICATION NETWORKS (broadcast communication H04H; communication systems using wireless links for non-selective communication, e.g. wireless extensions H04M1/72)
- H04L: TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION (arrangements common to telegraphic and telephonic communication H04M)

## Abstract

A contact center is provided that can service customers on premises via a mobile kiosk. The mobile kiosk may be carried by the customer or by an on-site customer service representative. The mobile kiosk may be enqueued in the contact center contact queue such that enhanced customer service can be provided through interfacing with the enterprise database, vendor databases, as well as assigning an appropriately skilled contact center agent to the customer contact.

## Claims

### Claim 1

A contact center, comprising:
a plurality of network interfaces that enable the contact center to receive and service contacts from a plurality of premises;
a microprocessor; and
computer memory comprising instructions that are executable by the microprocessor, the instructions, when executed by the microprocessor, enabling the contact center to:
receive a contact at a network interface of the multiple network interfaces;
analyze the contact to determine whether the contact includes a premises tag that identifies the contact as originating from a first premises in the plurality of premises as opposed to originating from a second premises in the plurality of premises;
determine that the contact comprises the premises tag that identifies the contact as originating from the first premises as opposed to the second premises; and
in response to determining that the contact comprises the premises tag, facilitate establishment of a communication session between a contact center agent and a person carrying a mobile kiosk with preferential treatment as compared to treatment if the contact lacked the premises tag.

### Claim 2 (depends on 1)

The contact center of claim 1, wherein the preferential treatment comprises re-queuing the contact, wherein the contact was previously queued, for the person within the contact center based on the premises tag.

### Claim 3 (depends on 2)

The contact center of claim 2, wherein re-queuing the contact comprises moving the contact from an initial queue position to a queue position that will be serviced prior to the initial queue position.

### Claim 4 (depends on 2)

The contact center of claim 2, wherein re-queuing the contact comprises moving the contact from a first assigned queue to a different queue.

### Claim 5 (depends on 1)

The contact center of claim 1, wherein the premises tag indicates that the person is located at the first premises and further identifies the person's location within the first premises, and wherein the premises tag identifies the contact as a premises-based contact such that the contact center marks the contact as originating from the first premises.

### Claim 6 (depends on 5)

The contact center of claim 5, wherein the instructions, when executed by the microprocessor, further enable the contact center to:
determine the person's location within the first premises; and
generate a display of the person's location on a premises map to be provided via a user interface of the mobile kiosk.

### Claim 7 (depends on 5)

The contact center of claim 5, wherein the instructions, when executed by the microprocessor, further enable the contact center to:
determine a first skill requirement based on the premises tag;
after identifying the contact as a premises-based contact, determine the person's location within the first premises; and
determine a second skill requirement based on the person's location.

### Claim 8 (depends on 5)

The contact center of claim 5, wherein the instructions, when executed by the microprocessor, further enable the contact center to:
determine the person's location within the first premises; and
provide directions for the person to a location of interest on the first premises, wherein the directions are provided via a user interface of the mobile kiosk.

### Claim 9 (depends on 5)

The contact center of claim 5, wherein the contact further comprises location data, and wherein the location data is distinct from the premises tag.

### Claim 10 (depends on 1)

The contact center of claim 1, wherein the instructions, when executed by the microprocessor, further enable the contact center to:
determine a service requirement for the person;
determine a skill requirement based on the service requirement for the person; and
facilitate routing of a contact for the person within the contact center to an agent that has a skill set corresponding to the skill requirement.

### Claim 11 (depends on 1)

The contact center of claim 1, wherein the person comprises a customer.

### Claim 12 (depends on 1)

The contact center of claim 1, wherein the person comprises an employee that works at the first premises.

### Claim 13 (depends on 1)

The contact center of claim 1, wherein the instructions, when executed by the microprocessor, further enable the contact center to:
receive an image or video of the person with a camera of the mobile kiosk; and
provide the image or video to a contact center agent working at the contact center.

### Claim 14 (depends on 13)

The contact center of claim 13, wherein the instructions, when executed by the microprocessor, further enable the contact center to:
receive an image or video of the contact center agent at the mobile kiosk; and
transmit the image or video of the contact center agent to the mobile kiosk.

### Claim 15 (depends on 1)

The contact center of claim 1, wherein the premises tag comprises an identifier of the first premises, wherein the identifier is associated with a business, and wherein the association assists the contact center to identify the business with which a message for servicing the contact is associated.

### Claim 16

A server, comprising:
a microprocessor; and
computer memory comprising instructions that are executable by the microprocessor, the instructions, when executed by the microprocessor, enabling the server to:
receive a contact;
analyze the contact to determine whether the contact includes a premises tag that identifies the contact as originating from a first premises in the plurality of premises as opposed to originating from a second premises in the plurality of premises;
determine that the contact comprises the premises tag that identifies the contact as originating from the first premises as opposed to the second premises; and
in response to determining that the contact comprises the premises tag, facilitate establishment of a communication session between a contact center agent and a person carrying a mobile kiosk with preferential treatment as compared to treatment if the contact lacked the premises tag.

### Claim 17 (depends on 16)

The server of claim 16, wherein the preferential treatment comprises re-queuing the contact, wherein the contact was previously queued, for the person within the contact center, wherein the re-queuing places the contact in a secondary queue dedicated to contacts originating from the first premises.

### Claim 18 (depends on 17)

The server of claim 17, wherein re-queuing the contact comprises moving the contact from an initial queue position to a queue position that will be serviced prior to the initial queue position.

### Claim 19 (depends on 17)

The server of claim 17, further comprising instructions enabling the server to mark the contact as a premises-based contact based on the premises tag, wherein re-queuing the contact comprises moving the contact from a first assigned queue to a different queue for premises-based contacts from the plurality of premises.

### Claim 20 (depends on 16)

The server of claim 16, wherein the premises tag indicates that the person is located at the first premises and further identifies the person's location within the first premises, and wherein the premises tag identifies the contact as a premises-based contact such that the contact center marks the contact as originating from the first premises.

### Claim 21 (depends on 16)

The server of claim 16, wherein the instructions further comprise:
instructions that determine a service requirement for the person; and
instructions that determine a skill requirement based on the service requirement for the person.

### Claim 22 (depends on 16)

The server of claim 16, further comprising:
an image processor that receives images or videos of the person that are suitable for transmission to the contact center.

### Claim 23 (depends on 16)

The server of claim 16, wherein the premises tag comprises an identifier of the first premises and a pointer to a first database associated with the first premises, and wherein the contact center identifies the database based on the pointer, a related vendor database based on the pointer, and a business with which a message for servicing the contact is associated based on the identifier.

### Claim 24

A method of operating a contact center, comprising:
receiving a contact at a network interface of the contact center, wherein the contact center comprises multiple network interfaces that enable the contact center to receive and service contacts from a plurality of premises;
analyzing the contact to determine whether the contact includes a premises tag that identifies the contact as originating from a first premises in the plurality of premises as opposed to originating from a second premises in the plurality of premises;
determining that the contact comprises the premises tag that identifies the contact as originating from the first premises as opposed to the second premises; and
in response to determining that the contact comprises the premises tag, establishing a communication session between a contact center agent and a person carrying the mobile kiosk on an expedited basis as compared to basis if the contact lacked the premises tag.

### Claim 25 (depends on 24)

The method of claim 24, wherein the communication session is established on the expedited basis by re-queuing the contact, wherein the contact was previously queued within the contact center.

### Claim 26 (depends on 25)

The method of claim 25, wherein re-queuing the contact comprises moving the contact from an initial queue position to a queue position that will be serviced prior to the initial queue position.

### Claim 27 (depends on 25)

The method of claim 25, wherein re-queuing queuing the contact comprises moving the contact from an first assigned queue to a different queue.

### Claim 28 (depends on 24)

The method of claim 24, wherein the premises tag indicates that a person is located at the first premises and further identifies the person's location within the first premises.

### Claim 29 (depends on 28)

The method of claim 28, further comprising:
determining a location of interest at the first premises;
determining a location of the person based on the premises tag; and
providing directions to move from the person's location to the location of interest.

### Claim 30 (depends on 24)

The method of claim 24, wherein the premises tag comprises identification information for the contact, and wherein the premises tag comprises an identifier of the first premises and assists the contact center to identify a business with which a message for servicing the contact is associated based on an association between the identifier and the business.