US 2012/0069987 A1Published application

Computer Telephony Integration Device and Resource Management Method and Incoming Call Control Method

AssigneeZte Corporation

InventorZhanhua Fan

Life of this patent

Estimating the term…

Loading patent…

Abstract

A Computer Telecommunication Integration (CTI) device in a call center is disclosed. This device comprises a CTI management module, one or more CTI units and an agent caching pool shared by said CTI units. Said CTI management module is configured to configure and register CTI units, and monitor states of said CTI units. The CTI unit is configured to manage agents which are subordinate to this CTI unit, and select an idle agent which is able to provide services, and return the selection result to said CTI management module. The agent caching pool is configured to cache an identifier of said agent, a state of said agent, and the information of the CTI unit to which said agent is subordinate. The technical scheme also provides a method for managing resources and a method for controlling an incoming call applied to a call center.

Claims20

Dependent claims

A Computer Telecommunication Integration (CTI) device in a call center, comprising a CTI management module, one or more CTI units and an agent caching pool shared by said CTI units, wherein

said CTI management module is configured to:
implement configuration and register of said CTI unit, and monitor states of said CTI units;
receive a routing request of a call control module, and select one CTI unit in a normal state, and send said routing request to said CTI unit;
and return a selection result returned by said CTI unit to said call control module;
said CTI unit is configured to:
register and report states to said CTI management module, and manage an agent which is subordinate to this CTI unit, and cache an identifier of said agent, a state of said agent, and information of the CTI unit to which said agent is subordinate into said agent caching pool, and update the state of said agent;
and according to the routing request of said CTI management module, select an idle agent which is able to provide services, and return the selection result to said CTI management module;
and
said agent caching pool is configured to:
cache the identifier of said agent, the state of said agent, and the information of the CTI unit to which said agent is subordinate.

7 more elements

A method for managing resources applied to a call center, characterized in that said call center comprises a call control module, a Computer Telecommunication Integration (CTI) device and a plurality of agents, and said CTI device comprises a CTI management module, one or more CTI units and an agent caching pool, and said method comprises:

the CTI management module configuring and registering the CTI unit, monitoring whether a state of the CTI unit is normal;
said CTI unit managing the agents which are subordinate to this CTI unit, caching an identifier of said agent, a state of said agent, and information of the CTI unit to which said agent is subordinate into the agent caching pool, and updating the state of agents;
and after receiving a routing request of the call control module, said CTI management module selecting one CTI unit in a normal state;
said CTI unit in the normal state inquiring whether an idle agent which is able to provide services in said agent caching pool exists, and if existing, returning a selection result including the identifier of a selected agent to said CTI management module;
and
said CTI management module returning said selection result to the call control module and recording the CTI unit to which the selected agent is subordinate.

3 more elements

Dependencies are inferred from the claim text.

Facts

Application: 13/257,995Filed 27 Apr 2010
Priority: CN 200910203745.710 Jun 2009
Published: 22 Mar 2012
Term ends: Not estimatedThe source records don’t support an estimate.

Classification6 codes

H04M 3/5183
Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing: call or contact centers…
H04M 3/42365
Systems providing special services or facilities to subscribers: presence services providing information on the willingness to communicate or the…
H04M 3/523
Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing: with call distribution…
H04M 3/5237
With call distribution or queueing: interconnection arrangements between ACD systems