Systems and methods for servicing calls by service agents connected via standard telephone lines

A call servicing system facilitates the servicing of customer calls by service agents. The call servicing system includes local customer switches, local agents switches, a network switch, and an Automatic Call Distribution (ACD) server. The local customer switches direct calls to and from the customers and the local agent switches direct calls to and from the service agents. Remote service agents connect to the local agent switches using a single standard telephone line. The network receives a call from one of the customers, detects information from the customer call, and routes the customer call to a remote service agent over the single standard telephone line. The ACD server receives the detected information from the network switch, determines that the remote service agent can service the customer call, and controls the network switch to route the customer call to the remote service agent over the single standard telephone line.

BACKGROUND OF THE INVENTION 
The present invention relates generally to a call management system and 
more particularly to a network in which remote agents connect over 
standard telephone lines to service customer calls. 
Many businesses use agents or operators to service customers by telephone. 
These businesses often employ several agents connected to an Automatic 
Call Distribution (ACD) system, such as a Meridian.RTM. ACD manufactured 
by Northern Telecom, Ltd., to handle multiple calls simultaneously. The 
call center technology distributes the calls (usually dialed with a toll 
free number) to the agents. 
There are three principal types of call center technology: standalone ACDs, 
ACDs integrated with a Private Branch Exchange (PBX), and central office 
based ACDs. The most commonly used type is the ACD integrated with a PBX. 
Conventional call centers require agents to have a direct line connection 
to a local ACD. The ACD handles the routing of calls to the agents and 
provides management and reporting functions. The direct line connection 
limited, however, the distance from the local ACD agents could locate. 
Because many businesses want to be able to locate their agents at various 
locations, even ones remote from an ACD, some conventional call centers 
have technology to allow remote access. These conventional call centers 
require, in addition to a voice path, a data path to exist between the 
remote agent's location and the local ACD to report status changes, such 
as logging on, logging off, and agent availability. 
Some call centers use an Integrated Services Digital Network (ISDN) line as 
the data path from the local ACD to the remote agent's location, while 
others use a second standard telephone line as the data path. Still other 
centers use special circuitry to permanently monitor dual tone 
multi-frequency (DTMF) tones on a standard telephone line of the remote 
agent. This special circuitry effectively provides the data path to the 
local ACD through which the remote agent reports status changes. 
To provide this reporting functionality, these conventional call centers 
add significant costs to the remote agent function by requiring an 
additional data path or special circuitry. Additionally, establishing the 
data path from the remote agent location to a local, centralized ACD can 
be complex and difficult to achieve, further limiting the economic 
viability of the remote agent concept. 
SUMMARY OF THE INVENTION 
The present invention addresses this problem by permitting remote agents to 
connect to a standard local switch over a standard telephone line, thereby 
eliminating the requirement for an additional data path, special 
circuitry, or a connection to a local ACD. 
In accordance with the purpose of the invention as embodied and broadly 
described herein, the call servicing system according to the principles of 
the present invention facilitates the servicing of customer calls by 
service agents. The call servicing system includes local customer 
switches, local agents switches, a network switch, and an Automatic Call 
Distribution (ACD) server. 
The local customer switches direct calls to and from the customers and the 
local agent switches direct calls to and from the service agents. Remote 
service agents connect to the local agent switches using a single standard 
telephone line. The network receives a call from one of the customers, 
detects information from the customer call, and routes the customer call 
to a remote service agent over the single standard telephone line. The ACD 
server receives the detected information from the network switch, 
determines that the remote service agent can service the customer call, 
and controls the network switch to route the customer call to the remote 
service agent over the single standard telephone line.

DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS 
The following detailed description of the invention refers to the 
accompanying drawings. The same reference numbers identify the same or 
similar elements. 
The description includes exemplary embodiments, other embodiments are 
possible, and changes may be made to the embodiments described without 
departing from the spirit and scope of the invention. The following 
detailed description does not limit the invention. Instead, the scope of 
the invention is defined only by the appended claims. 
Systems and methods consistent with the principles of the present invention 
facilitate remote agent servicing by permitting a remote agent at any 
physical location to service customer calls through a standard local 
switch using a standard telephone line. 
I. Network Elements 
FIG. 1 is a block diagram of a communications network consistent with the 
principles of the present invention. Network Call Center (NCC) 1100 
connects customer 1200 to agent 1300 of a virtual team of agents. A single 
customer and a single agent have been shown for simplicity. The present 
invention does not require any specific number of customers and agents, 
but encompasses any number of customers and agents connected to any switch 
in the network. 
Customer 1200 uses a conventional telephone 1210 to communicate with an 
agent in a virtual agent team through NCC 1100 using the public network, 
such as the Public Switched Telephone Network (PSTN). Switch 1220 is a 
standard PBX or Class 5 telephone switch, and connects customer 1200 to 
NCC 1100 over a standard telephone line. 
To service customer calls, agent 1300 may use a number of different 
telephone line terminals, such as a standard telephone (not shown) or 
computer 1310 with a telephony card installed. Agent computer 1310 
connects over a standard telephone line to NCC 1100 via switch 1320 and 
the PSTN. Switch 1320 is a standard PBX or Class 5 switch without ACD 
functionality. 
NCC 1100 controls the routing of calls from customer 1200 to agent 1300. 
FIG. 1 is a block diagram of the elements of NCC 1100, including High 
Level Switch (HLS) 1110, ACD server 1120, and Interactive Voice Response 
unit (IVR) 1130. 
HLS 1110 is a network switch, such as a DMS Traffic Operator Position 
System (TOPS) switch manufactured by Northern Telecom, Ltd. HLS 1110 
routes calls from customer 1200 to agent 1300. HLS 1110 preferably 
contains an interface that facilitates communication with ACD server 1120 
to allow ACD server 1120 to control call routing. 
ACD server 1120 includes a computer with an Ethernet or Ethernet-equivalent 
data connection to HLS 1110 and IVR 1130. ACD server 1120 preferably 
includes an IBM-compatible computer executing Windows NT.TM., but might 
include a UNIX.TM.-capable computer, such as an HP model, the IBM Risc 
6000, or any other equivalent processor. 
ACD server 1120 queues customer calls, records information regarding the 
availability of agents, controls the routing of calls by HLS 1110 and the 
operation of IVR 1130, and provides Management Information System (MIS) 
data. ACD server 1120 also processes network events reported by HLS 1110, 
and takes appropriate action, such as rerouting calls and releasing called 
trunks due to busy conditions. 
FIG. 2 is a block diagram showing the components of ACD server 1120, 
including processing unit 2010, call buffer 2020, and agent buffer 2030. 
Processing unit 2010 tracks agent availability and handles the processing 
of customer calls, including the queuing of such calls in call buffer 2020 
and the routing of these calls to available agents. 
Call buffer 2020 preferably includes several call queues arranged by 
categories, such as by agent team, or by customer call criteria, such as 
the desired language of the customer. The call queues may also contain 
priority call queues for faster service by the agents. A call may be 
placed in a priority call queue, for example, after it has waited in call 
buffer 2020 longer than a predetermined period of time. 
Agent buffer 2030 preferably contains several agent queues. The agent 
queues can be arranged, for example, by agent team. Each agent queue 
contains values representing idle agents waiting for a call to service. 
Similar to the call queues, the agent queues may contain priority agent 
queues that are searched first when a new call arrives needing service. 
The particular queues of calls within call buffer 2020 that an agent 
services and the queues of available agents within buffer 2030 are 
predetermined by the operating telephone company, on behalf of the call 
center service provider. Agents may need to service multiple queues or 
just one queue. Agents may also need to service different queues at 
different priorities. 
Returning to FIG. 1, IVR 1130 includes a computer, such as a personal 
computer or a larger mainframe computer, with a voice connection to HLS 
1110. IVR 1130 collects information from the customers to aid ACD server 
1120 in categorizing the customer calls, storing them in a proper call 
queue in ACD server 1120, and directing them to an appropriate agent. IVR 
1130 plays announcements or music for the customers while awaiting service 
in a call queue. IVR 1130 also interacts with agents to collect agent 
status information, such as an agent logging on, logging off, and agent 
availability. 
II. Processing 
FIGS. 3-6B are flowcharts illustrating the operation of the network call 
center consistent with the principles of the present invention. FIG. 3 is 
a flowchart of the agent log-on activity that occurs when an agent, such 
as agent 1300 in FIG. 1, wants to service customer calls. Agent 1300 
places a standard voice telephone call using a predetermined telephone 
number over a standard telephone line [step 3010]. The predetermined 
telephone number is established by the operating telephone company on 
behalf of the call center service provider, is preferably known only to 
agents of the agent team, and notifies NCC 1100 of agent activity. 
Agent 1300's call routes to NCC 1100 through switch 1320 and the PSTN. HLS 
1110 receives the call and identifies it as one requiring the services of 
ACD server 1120 based on detection of the predetermined telephone number 
dialed by agent 1300 [step 3020]. In response, HLS 1110 sets up a data 
session between HLS 1110 and ACD server 1120 over a data path, such as an 
Ethernet or Ethernet-equivalent data path [step 3030]. Once HLS 1110 sets 
up the data session, HLS 1110 passes information about the call to ACD 
server 1120. This information preferably includes the calling number and 
the called number of agent 1300's call. 
Using the information supplied by HLS 1110, ACD server 1120 identifies the 
call as one in which an agent is attempting to log-in to service customer 
calls. ACD server 1120 might make this identification by comparing the 
calling number to a database of agent calling numbers, thus identifying 
agent 1300 as an agent who is not currently logged in. 
ACD server 1120 directs HLS 1110 to set up a voice connection between agent 
1300 and IVR 1130 [step 3040]. Once HLS 1110 establishes the voice 
connection, ACD server 1120 instructs IVR 1130 to prompt agent 1300 to 
enter an agent identifier and a password using DTMF digits or speech [step 
3050]. ACD server 1120 verifies the agent identifier and password to 
ensure that only authorized agents are permitted to log in [step 3060]. If 
IVR 1130 uses speech recognition, then an additional level of security can 
be attained by recognizing the speech patterns of authorized agents. 
Based on the agent identifier, ACD server 1120 updates internal records 
indicating the skills agent 1300 has and the queues agent 1300 can serve. 
At the completion of the dialogue, agent 1300 hangs up, thereby completing 
the log-in process and indicating agent 1300's availability to service 
customer calls [step 3070]. 
Once agent 1300 logs in, agent 1300 awaits a customer call. FIG. 4 is a 
flowchart of the agent availability and call flow activities according to 
the principles of the present invention. A customer, such as customer 
1200, places a voice call for a desired service, such as to make a 
reservation or to order a product [step 4010]. To place the voice call, 
customer 1200 dials a telephone number, typically a toll free number, for 
the desired service. 
Switch 1220 routes customer 1200's call to NCC 1100 through the PSTN. HLS 
1110 receives the call and, from detecting the telephone number customer 
1200 dialed, identifies it as a call requiring the services of ACD server 
1120 [step 4020]. HLS 1110 then sets up a data session with ACD server 
1120 [step 4030] and sends ACD server 1120 call information, including the 
calling and called telephone numbers. At this point, ACD server 1120 may 
desire to collect additional information from customer 1200 [step 4040]. 
The criteria for collecting additional information is preferably 
preestablished. For example, ACD server 1120 might always desire to 
collect additional information or might desire to collect additional 
information only from customers who have not previously called for the 
particular service. 
If ACD server 1120 desires additional information from customer 1200, ACD 
server 1120 directs HLS 1110 to set up a voice connection to IVR 1130 
[step 4050]. Once HLS 1110 connects customer 1200's call to IVR 1130, ACD 
server 1120 instructs IVR 1130 to prompt customer 1200 for the desired 
information [step 4060]. Using this information, ACD server 1120 finds 
from the agent queues the next available agent, e.g., agent 1300, that has 
the necessary skills to service customer 1200 [step 4070]. Once ACD server 
1120 finds the appropriate agent, for our example, agent 1300, ACD server 
1120 instructs HLS 1110 to connect customer 1200 to agent 1300 through the 
PSTN [step 4080]. 
If ACD server 1120 does not need additional information from customer 1200 
[step 4040], ACD server 1120 finds from the agent queues the next 
available agent, again agent 1300, that has the necessary skills to 
service customer 1200, given the information ACD server 1120 has regarding 
customer 1200 [step 4070]. Once ACD server 1120 finds agent 1300, ACD 
server 1120 instructs HLS 1110 to connect customer 1200's call to agent 
1300 through the PSTN [step 4080]. 
When agent 1300 receives customer 1200's call, the agent service activity 
shown in the flowchart of FIG. 5 occurs. Agent 1300 answers customer 
1200's call and provides the desired service [step 5010]. At the end of 
the service interaction, customer 1200 hangs up (places customer telephone 
1210 on-hook) [step 5020]. Switch 1220 detects the on-hook state of 
customer telephone 1210 and reports the on-hook state to HLS 1110 through 
the PSTN. 
HLS 1110, in turn, reports the on-hook state to ACD server 1120. In 
response, ACD server 1120 instructs HLS 1110 to release the connection to 
customer 1200 if HLS 1110 has not already done so [step 5030]. In 
conventional systems, the connection to agent 1300 would automatically be 
dropped when customer 1200 went on-hook. HLS 1110, however, executes a 
software routine to maintain separate control over the connections to 
customer 1200 and agent 1300. This allows HLS 1110 to maintain the 
connection to agent 1300 after releasing the connection to customer 1200 
[step 5030]. 
After customer 1200 goes on-hook, agent 1300 performs any required 
post-call work [step 5040]. After finishing, agent 1300 goes on-hook, 
indicating the availability to service another customer call [step 5050]. 
Switch 1320 detects the on-hook state of agent 1300 and reports the 
on-hook state to HLS 1110 through the PSTN. HLS 1110, in turn, reports the 
on-hook state to ACD server 1120. In response, ACD server 1120 instructs 
HLS 1110 to release the connection to agent 1300 if HLS 1110 has not 
already done so [step 5060]. 
At some point, agent 1300 may want to log-off or become unavailable to 
service customer calls for a period of time without having to log-off. 
FIGS. 6A and 6B contain a flowchart of the agent unavailability and 
log-off activities consistent with the principles of the present 
invention. 
While servicing a customer, such as customer 1200, agent 1300 may desire to 
become unavailable or log-off when completing the service [step 6010]. 
When agent 1300 completes service for customer 1200 and customer 1200 goes 
on-hook, HLS 1110 attaches a detection circuit capable of detecting DTMF 
digits to the connection maintained with agent 1300. Agent 1300 then 
informs HLS 1110 of the desire to log-off or become temporarily 
unavailable by keying in a set of DTMF digits which are interpreted by the 
detection circuit [step 6020]. 
If agent 1300 keys in a set of DTMF digits indicating a desire to be 
temporarily unavailable, HLS 1110 informs ACD server 1120 of agent 1300's 
unavailability. ACD server 1120 updates its records accordingly, performs 
any necessary Management Information System (MIS) functions, and might 
additionally instruct HLS 1110 to connect agent 1300 to IVR 1130 to 
confirm the status change. 
Next, ACD server 1120 determines whether the voice connection to agent 1300 
should be maintained [step 6030]. ACD server 1120 could make this 
determination from DTMF digits keyed in by agent 1300 or through agent 
1300's dialogue with IVR 1130. If the voice connection is maintained, then 
agent 1300 indicates its availability by going on-hook [step 6040]. If the 
voice connection is not maintained, then agent 1300 places a call using a 
predetermined telephone number to indicate availability [step 6050]. 
If agent 1300 wants to log-off instead of becoming temporarily unavailable, 
agent 1300 keys in a set of DTMF digits which are detected by the 
detection circuit in HLS 1110 [step 6020]. In response to a log-off 
indication from agent 1300, HLS 1110 informs ACD server 1120 of agent 
1300's desire to log-off. ACD server 1120 updates its records accordingly, 
performs any necessary Management Information System (MIS) functions, and 
might additionally instruct HLS 1110 to connect agent 1300 to IVR 1130 to 
confirm the log-off indication. ACD server 1120 then instructs HLS 1110 to 
drop the connection to agent 1300 [step 6110]. 
When agent 1300 desires to become temporarily unavailable or log-off while 
idle, that is, while not servicing any customer calls [step 6010], agent 
1300 places a standard voice telephone call using the predetermined 
telephone number [step 6060]. HLS 1110 receives the call and identifies it 
as one requiring the services of ACD server 1120 based on detection of the 
predetermined telephone number dialed by agent 1300 [step 6070]. In 
response, HLS 1110 sets up a data session between HLS 1110 and ACD server 
1120 and passes information about the call to ACD server 1120. 
Using the information supplied by HLS 1110, ACD server 1120 identifies the 
call as one from an agent. ACD server 1120 directs HLS 1110 to set up a 
voice connection between agent 1300 and IVR 1130 [step 6080]. Once HLS 
1110 establishes the voice connection, ACD server 1120 instructs IVR 1130 
to prompt agent 1300 to indicate whether agent 1300 desires to log-off or 
become temporarily unavailable [step 6090]. 
If agent 1300 informs IVR 1130 of the desire to become temporarily 
unavailable, ACD server 1120 updates its records accordingly and performs 
any necessary MIS functions. ACD server 1120 then determines, through 
agent 1300's dialogue with IVR 1130, whether to maintain the voice 
connection to agent 1300 [step 6030]. If so, then agent 1300 indicates 
availability by going on-hook [step 6040]. If the voice connection is not 
maintained, then agent 1300 places a call using the predetermined 
telephone number to indicate availability [step 6050]. 
If agent 1300 informs IVR 1130 of the desire to log-off, ACD 1120 again 
updates its records accordingly and performs any necessary MIS functions. 
ACD server 1120 then instructs HLS 1110 to drop the connection to agent 
1300 [step 6110]. 
III. Agent Connected to Host Computer 
Conventional call centers typically include a host computer from which 
agents can obtain customer records, place orders, etc. FIG. 7 is a diagram 
of the communications network of FIG. 1 modified such that agent 1300 has 
a data connection to host computer 7100 through which agent 1300 obtains 
customer records, places orders, etc. by conventional mechanisms. The data 
connection might be any conventional data connection, such as an Ethernet 
connection, and is completely separate from the standard telephone line 
used by agent 1300 to service customer calls. 
Conventional call centers also commonly use data collected from a customer 
to drive initial presentation screens on the agents' terminals. FIG. 8 is 
a diagram of the communications network of FIG. 7 modified such that host 
computer 8100 connects to both agent 1300 and ACD server 1120 over 
conventional data paths. Host computer 8100 communicates with ACD server 
1120 to retrieve information about customer 1200 by conventional 
mechanisms. For example, if IVR 1130, in its dialogue with customer 1200, 
retrieves customer 1200's account number, ACD server 1120 sends this 
information to host computer 8100. Host computer 8100, in turn, relays the 
information to agent computer 1310 for display to agent 1300 upon call 
arrival. 
Another benefit of the network arrangement shown in FIG. 8 is that the data 
connection between agent computer 1310, host computer 8100, and ACD server 
1120 can be used to exchange agent status information, such as an agent 
logging on, logging off, and agent availability. 
IV. Conclusion 
The systems and methods according to the principles of the present 
invention support remote agent functions by permitting service agents to 
service customer calls through a standard local switch over a standard 
telephone line. 
The foregoing description of preferred embodiments of the present invention 
provides illustration and description, but is not intended to be 
exhaustive or to limit the invention to the precise form disclosed. 
Modifications and variations are possible in light of the above teachings 
or may be acquired from practice of the invention. The scope of the 
invention is defined by the claims and their equivalents. 
A network level switch has been described as providing the call management 
functionality. However, this need not be the case. The call management 
functionality might alternatively be provided by a local switch. 
Furthermore, the ACD Server has been described as containing the customer 
and agent queues. However, the High Level Switch might alternatively 
provide this queuing.