US 6,748,073 B2 · Uninterrupted automatic call distribution during failure and recovery of computer-telephony integration

Abstract

In a computer integrated telephony call center where an adjunct host (160) normally controls enqueuing of calls (168) in call queues (120) of an ACD system (101) and corresponding call queues (120′) of the adjunct host and assigning of the enqueued calls to agents, the ACD system assumes (604) control over its call queues upon loss of the control by the adjunct host (e.g., upon failure (600) of the adjunct host). The ACD system flags (602, 606) all calls that are enqueued at the time of loss of the adjunct host control as well as all calls that the ACD subsequently enqueues as being under ACD system control. When the adjunct host regains its control ability, the ACD system stops flagging new calls, call queues of the host processor are cleared (702), and the adjunct host regains control (722) of enqueuing calls in call queues of the ACD and the adjunct host. But the adjunct host regains control (630, 730) of assigning calls from each call queue of the ACD system and the corresponding call queue of the adjunct host only when all flagged calls have been removed (628) from that ACD call queue by the ACD system. The adjunct host resumes assigning work to each agent only when the adjunct host has regained control (732, 734) of assigning calls from all call queues that are served by that agent. Failure and restoration of control by the adjunct host is thereby made transparent to calls.

Claims22

Dependent claims

A method of operating a contact center comprising an automatic call distribution (ACD) system and a host processor, separate from the ACD system, that controls enqueuing of calls in call queues of the ACD system and controls assigning of the calls to agents for servicing, comprising:

in response to the host processor losing the control of the enqueuing and the assigning, controlling the enqueuing and the assigning by the ACD system;
in response to the host processor regaining ability to control the enqueuing and the assigning, returning control of the enqueing to the host processor;
further in said response, continuing the ACD system control of the assigning from each of said call queues until said call queue is emptied of at least calls that were enqueued therein under control of the ACD system;
and
in response to the emptying of each of said call queues, returning control of the assigning from the call queue to the host processor.

2 more elements

A method of operating a contact center comprising an automatic call distribution (ACD) system having a plurality of call queues, and further comprising a host processor separate from the ACD system, the method comprising:

enqueuing calls in the call queues under control of the host processor;
assigning the enqueued calls to agents for servicing under control of the host processor;
in response to loss of the host processor control of the enqueuing and the assigning, enqueuing calls in the call queues under control of the ACD system;
further in response to the loss, assigning the enqueued calls to the agents for servicing under control of the ACD system;
in response to regaining ability of the host processor to control the enqueuing and the assigning, resuming enqueuing of calls in the call queues under control of the host processor;
further in response to the regaining, continuing assigning of the enqueued calls from each of the call queues to the agents for servicing under control of the ACD system until the call queue is emptied of calls that were enqueued therein when the host processor regained the control ability;
and
in response to the emptying of each of said call queues, resuming assigning of the enqueued calls from the call queue to the agents for servicing under control of the host processor.

5 more elements

A host processor for controlling enqueuing of calls in call queues of an ACD system that is separate from the host processor and for assigning the enqueued calls to agents for servicing in a call center wherein the ACD system is capable of enqueuing calls in the call queues and assigning of the enqueued calls to the agents in an absence of the control by the host processor, the host processor comprising:

means for controlling the enqueuing of the calls in the call queues, responsive to loss and subsequent return of the control of the enqueuing, for resuming the enqueuing of the calls in the call queues;
and
means for controlling the assigning of the enqueued calls to the agents, responsive to loss and subsequent return of control of the assigning, for resuming the control of the assigning of the enqueued calls from each of said call queues only upon said call queue being emptied of at least calls that were enqueued therein while the means for controlling the assigning lost control of the assigning.

A method for controlling enqueuing of calls in call queues of an ACD system, and for assigning the enqueued calls to agents for servicing, by a host processor that is separate from the ACD system in a call center wherein the ACD system is capable of enqueuing calls in the call queues and assigning of the enqueued calls to the agents in an absence of the control by the host processor, comprising:

the host processor controlling the enqueuing and the assigning of the calls in the call queues;
the host processor losing and subsequently regaining ability to control the enqueuing and the assigning;
in response to the losing and subsequent regaining, the host processor resuming control of the enqueuing of the calls in the call queues;
and
further in response to the losing and subsequent regaining, the host processor resuming the control of the assigning of the enqueued calls from each of said call queues only upon said call queue being emptied of at least calls that were enqueued therein while the host processor lost control of the enqueuing and assigning.

2 more elements

Dependencies are inferred from the claim text.

Uninterrupted automatic call distribution during failure and recovery of computer-telephony integration

Life of this patent

Uninterrupted automatic call distribution during failure and recovery of computer-telephony integration

Life of this patent

Abstract

Claims22