Scalable call center telecommunications system

A telecommunications system for a call center. In one preferred embodiment, the telecommunications system includes a plurality of call stations coupled in a peer-to-peer network, each of the call stations includes a host computer and a scalable telecommunication management apparatus (STMA) in communication with the computer and providing for inbound and outbound calling activities. The call center telecommunications system is scalable meaning the number of call stations, each of which comprises a host computer and one or more STMAs, may be easily increased or decreased depending on the volume of calls without the need for expensive restructuring of the telecommunications system. Advantageously, the STMAs are embodied in circuit cards plugged into respective expansion slots of the host computer and the host computer is a personal computer. Information regarding incoming and outgoing calls of the call center is conveyed to an operator of the call station via audio and visual presentation.

FIELD OF THE INVENTION

The present invention relates generally to telephone call centers and, more particularly, to a telephone communications system for a call center including computer workstations comprising a personal computer and a scalable telecommunication management apparatus (STMA) coupled to the computer and a phone line, the telephone communications system adapted to service a changing volume of outgoing or incoming calls by adding or deleting call stations as required.

BACKGROUND

After widespread adoption of telephones for residential use, marketers came to realize the advantages of using phones to contact potential customers as opposed to traditional methods of selling, i.e., door-to-door selling, direct mail advertising, etc., thereby initiating the age of telemarketing. Telemarketing is a form of direct marketing where a salesperson uses the telephone to call prospective customers in an attempt to sell products or services. Prospective customers are identified and qualified by various means, including past purchase histories, previous requests for information, credit limit, sweepstakes or competition entry forms or application forms. Names of prospective customers may also be purchased from another company's customer database, or obtained from a telephone directory or some other public list or forum. The qualification process is intended to find those prospective customers most likely to purchase the product or service being sold or advertised.

Call centers were established to engage in telemarketing activities. Call centers include necessary equipment and personnel to make telemarketing calls. Call centers may also serve as a customer service center to receive calls from existing or potential customers. For example, a call center could be used to receive telephone calls regarding purchase of a product or service from potential customers who are responding to a television, radio, newspaper/magazine and/or internet advertising campaign. A call center could also be used for customer service purposes to respond to product use and warranty questions, complaints, billing inquiries for existing customers, etc.

As the number of call centers grew, so did the need to be able to increase calling efficiency such that more calls could be placed per hour by a call center employee, thereby, increasing the number potential customers called in a shift. In effort to increase calling efficiency, a system referred to as a predictive dialer was developed. The predictive dialer is primarily used by large call centers having high volume telemarketing operations that contract their services to other companies. A predictive dialer system includes a server computer that is coupled to a large number (for example, 50-300) of workstation computers having two or three phone lines attached to each computer. The predictive dialer software attempts to predict how many calls need to be made for a phone to be answered and to predict when a telemarketer/operator on one of its workstations will be available to make a pick up an answered call. The prediction is accomplished by implementing a formula referred to as a “pacing algorithm.” The server computer controlling the system constantly monitors the activities of the workstations and updates the calling “pace rate.”

Because the predictive dialer operates by employing a statistical analysis, the larger the number of workstation computers, the better the predictive dialer works. In other words, with more workstation computers on the predictive dialer system, the shorter the pause between making a connection with called number (someone at the called number answering the phone) and a response by a telemarketer/operator to the picked up call. If the pause between the phone being answered and an operator responding to the answered phone is too long, either the person answering the phone will hang up after saying “hello” two or three times or the predictive dialer system, after a time out period, will hang up on the person answering the phone since no operator is available to pick up the answered call. Either situation is undesirable because a potential sale is missed and the person receiving the call is unnecessarily interrupted and irritated.

The latter situation, where a potential customer answering the phone is hung up on by the predictive dialer system is referred to as a “dropped call.” Government regulations mandate that the number of dropped calls be a very small percent of calls answered. Thus, minimizing dropped calls is very important. However, as the number of workstations used in connection with predictive dialer system (for example, 10 or fewer), the average pause between phone answer by a potential customer and the response by a telemarketer/operator increases thereby increasing the number of dropped calls. Because of this dropped call problem associated with the predictive dialer, the predictive function can be disengaged. By disengaging the predictive function, the server does not start dialing the next phone number until one of its connected workstations disconnects, i.e., an operator is available. This defeats the purpose of the predictive dialer and reduces the number of contacts per hour on smaller telemarketing systems.

Therefore, there is a need for a cost-effective call center telecommunications system suitable for relatively low volume call centers utilizing low cost personal computers and off-the-shelf peripheral equipment. What is also needed is a telecommunications system for call centers that provides for seamless transition between telemarketing activities (outbound dialing of calls to potential customers) and customer service activities (receiving inbound calls from customers or potential customers). What is also needed is a telecommunications system for call centers that is upwardly or downwardly scalable, that is, the number of call center workstations or call stations can be increased as needed to accommodate increasing volumes of inbound or outbound calls without the need for expensive restructuring of the telecommunications system.

SUMMARY OF THE DISCLOSURE

The present invention is directed to a call center telecommunications system. In one preferred embodiment, the telecommunications system includes a call station or workstation comprising a host computer and a scalable telecommunication management apparatus (STMA) in communication with the computer providing for inbound and outbound calling activities. Preferably, the host computer is a low cost, off-the-shelf personal computer, available from a wide range of personal computer vendors. The host computer includes typical hardware and operating system software associated with personal computers and, advantageously, does not have to be a state-of-art system, rather, a lower-cost personal computer with a previous generation microprocessor will suffice. The STMA is preferably embodied in a circuit card plugged into an expansion slot of the host computer and interfaces with the host computer and a phone line.

The call center telecommunications system is scalable meaning that the number of call stations, each of which comprises a host computer and a STMA, may be easily increased or decreased depending on the volume of calls without the need for expensive restructuring of the telecommunications system.

Depending on desired call volumes, the telecommunications system may, in its simplest form, include a single call station or workstation comprising a single host computer, one STMA coupled to the host computer and one phone line coupled to the STMA. To increase capacity, a single host computer may include a plurality of STMAs coupled to the host computer, each STMA being coupled to a respective phone line.

Adding additional STMAs and phone lines to a single host computer call station ultimately reaches a point of diminishing returns because the operator manning the work station is only able to handle a finite number of inbound or outbound calls no matter how may telephone lines are available. If call center call volume requires, additional call stations may be added to the call center telecommunications system and the call stations may advantageously linked together to form a host computer cluster (HCC), that is, a cluster of workstations interconnected in a peer-to-peer network. In the HCC, each call station includes a host computer and one or more STMAs coupled to the host computer. The number of phone lines connected to the HCC determines the number of STMAs coupled to each host computer (one STMA for each phone line).

In the HCC, each of the plurality of host computers is coupled to each of the plurality of phone lines. Since the STMAs are typically plugged into expansion slots of a host computer and the number of expansion slots is limited, usually 4-6 per computer, an HCC is typically limited to 4-6 phone lines, 4-6 host computers and a total of 16-36 STMAs, where each host computer includes one STMA per phone line connected to the computer, i.e., if there are four phones lines coupled to a host computer, the host computer will have four STMAs. If call volume requires an even greater number of phone lines, the number of call stations may be increased by adding one or more additional HCCs to the telecommunications system.

In one aspect of the present invention, the STMA comprises a single, plug-and-play, device that serves as the interface between a plurality of diverse signals and functions including, a single telephone line, the host computer operating system and its peripherals, modulated signals, radio frequency receiver/transmitter, acoustic transducer, and other installed features of the present invention, including computer programs that control such activities.

In another aspect of the present invention, the STMA and host computer combine to provide a call station having multiple audio inputs and outputs to and from an acoustic transducer along with multiple visual outputs and tactile inputs that, in combination, provide a means whereby a full sensory, comprehensive and correcting training program can be implemented. Audio and visual support can be implemented where an operator of a host computer is informed of all the telephone activities of each line assigned to his or her host computer and/or HCC, along with information, if desired, from host computers in other HCCs. Supervisory support may be implemented in real time, and the multi-tasking needs of the operator of a call station can be fulfilled on an individual basis.

In yet another aspect of the present invention, inbound and outbound calling activities of a call station can be controlled and recorded, both digitally and acoustically. In an additional aspect of the present invention, the telecommunications system provides that all call stations and all HCCs in the system are controlled without the need for communication with a main server computer, telephone switchboard, or PBX system during its operation. The telecommunications system of the present invention does not require multiple phone lines, special phone lines, such as a data line, does not have, nor need, a pacing algorithm. Each call station of the present invention operates as a stand alone system. Therefore, there is no pause on the part of the call center operator when a called phone number is answered by a potential customer. The call center operator is ready to converse with the potential customer as soon as the potential customer answers the phone. This advantageously, substantially eliminates the dropped call problem.

Further, the telecommunication system of the present invention is not hardware dependent enabling the use of using low-cost, and even what may be considered obsolete, personal computers without impeding performance. The telecommunications system of the present invention fills a profoundly felt, yet unfulfilled, need for a cost efficient and use effective telecommunications system that can advantageously be used by smaller sized call centers and is adapted to be easily scaled up (adding call stations) or scaled down (eliminating call stations) as call volume dictates. The telecommunications system of the present invention also provides a viable solution for a larger sized call center that is seeking a solution to the dropped call and customer hang-up issue resulting from an unacceptably long pause when a potential customer answers his or her phone and no call center operator is on the line to communicate with the potential customer.

The above and other objects, effects, features and advantages of the present invention will become more apparent from the following description of the preferred embodiments thereof, taken in conjunction with the accompanying drawings.

DETAILED DESCRIPTION

Turning now to the drawings,FIG. 1depicts a telecommunications system for a call center, generally shown as reference character10. The call center telecommunications system10includes four host computer clusters (HCC)20a,20b,20c,20dlinked via a local area peer-to-peer network. Preferably, the network is hardwired via cat5ecable14using Ethernet communications protocol, although one of skill in the art would recognize that the network may be structured using wireless communications. The system10is scalable meaning that the number of HCCs may be increased or decreased depending on call center calling volumes. Additionally, the number of host computers in each HCC may be increased or decreased depending, again on calling volumes. Since the HCCs are connected via a peer to peer daisy chain network, advantageously, no central server is required by the system10.

The first HCC20ais comprised of four call stations or workstations12a,12b,12c,12d, which are coupled to four phone lines112,120,122,124. The second HCC20bis comprised of three call stations22a,22b,22cwhich are coupled to three phone lines. The third HCC20cis comprised of five call stations32a,32b,32c,32d,32ewhich are coupled to five phone lines. Finally, the fourth HCC20dis comprised of six call stations42a,42b,42c,42d,42e,42fwhich are coupled to six phone lines. The number of call stations in an HCC must at least be less than or equal to the number of phone lines coupled to the HCC.

The number of call stations in an HCC may be less than, equal to, or greater than the number of phone lines coupled to the HCC. Depending upon incoming and outgoing call volumes and the number of phone lines available, individual call stations may be added to or deleted from an HCC. For example, a HCC may comprise a single call station with one, two, or three or more telephone lines, two call stations, three call stations, etc. Similarly, HCCs (which are simply an interconnected group of call stations) may be added or dropped from the system10as needed without the need for restructuring the entire system10. Stated another way, there may be one or more HCCs in the system10and each HCC may have one or more call stations.

FIG. 2depicts a single call station12a(i.e., one of the call stations12a,12b,12c,12dof HCC20a). The call station12acomprises a host computer100a. Preferably, the host computer100ais a personal computer having hardware and installed software (e.g., operating system software) that is typical for a personal computer use for business or home use. Advantageously, the computer100adoes not need to be a state-of-the-art personal computer having the most recent generation of microprocessor integrated circuit chip. Instead, a less expensive, personal computer (PC) with a slower microprocessor (e.g., PENTIUM II or PENTIUM III microprocessor) will suffice.

Associated with the host computer100aare various peripheral devices used by the call center operator including a monitor102, a keyboard104, a mouse106, and a headset108with radio frequency (RF) transmission microphone and headphone. Other devices associated with the host computer100ainclude, but are not limited to, a CD and/or DVD player, a sound card, mass storage devices, bus interface connectors (schematically shown as150inFIG. 2) and a network interface card (NIC) (schematically shown as160inFIG. 2).

In addition to the host computer100a, the call station12aincludes at least one scalable telecommunication management device or apparatus (STMA) attached to the bus interface connector150of the host computer100awhich enables the host computer100ato communicate with its STMAs110a,114a,116a,118aand all of the host computer peripherals. The STMAs are preferably is embodied in circuit cards adapted to be inserted into empty expansion slots of the host computer100a. The STMA110ais coupled to the tip and ring lines of a telephone line112, the STMA114ais coupled to the tip and ring lines of a telephone line120, the STMA116ais coupled to the tip and ring lines of a telephone line122, and the STMA118ais coupled to the tip and ring lines of a telephone line124.

An STMA is needed for each phone line coupled to the call station. For example, four phone lines are coupled to the HCC20a, therefore, the call station12awill have four STMAs110a,114a,116a,118acoupled to respective phone lines112,120,122,124. The number of STMAs for a given host computer100ais dependent on the number of telephone lines linked to the host computer. It should be noted that an HCC may comprise a single, stand alone call station. The call station will include a host computer and one or more STMAs, the number of STMAs corresponding to the number of phone lines coupled to the host computer. It should be understood however that the operator of the call station can only handle a finite number of incoming or outgoing calls no matter how may STMAs and phone lines are provided. Thus, simply adding phone lines and STMAs to a single call station rapidly reaches a point of diminishing returns. Hence, typical HCCs will comprise multiple call stations, each with multiple STMAs coupled to multiple phone lines.

FIG. 3shows a schematic representation of an HCC or cluster20acomprising four call stations12a,12b,12c,12ecoupled to four phone lines112,120,122,124. Each call station12a,12b,12c,12dincludes a respective host computer100a,100b,100c,100d. Each host computer includes any one or all of the peripherals as stated above, however, because there are four phone lines112,120,122,124coupled to the HCC20a, each host computer100a-dmust be coupled to four STMAs. For example, host computer100ais coupled to STMAs110a,114a,116a,118a. The STMAs are designed to couple as many phone lines to a host computer as the host computer may facilitate by the number of bus connectors150available on the host computer.

As stated, each host computer100a,100b,100c,100din the HCC cluster20ahas coupled to its respective bus connectors four STMAs110a,114a,116a,118a. The respective sets of STMAs of each host computer are coupled serially respective telephone lines112,120,122,124associated with the cluster20a. For example, telephone line112communicates with the first host computer100athrough the STMA110a. The telephone line112then extends from the STMA110aof host computer100ato the STMA110bof host computer110b. The telephone line112further extends from the STMA110bof host computer100bto the STMA110cof host computer100c. Finally, the telephone line112extends from the STMA110cof host computer100cto the STMA110dof host computer100d. The same type of serial connection is repeated for each of the three additional telephone lines120,122,124through the additional STMAs114a-dfor telephone line120, STMAs116a-dfor telephone line122and STMAs118a-dfor telephone line124.

Each host computer100a,100b,100c,100din the cluster20acommunicates with a digital network via the network interface card installed in each host computer (only one of which is shown schematically at160inFIG. 2for host computer100a). However, any number of HCCs may be connected to the network10, thereby providing unlimited scalability. The headset108, via RF communications, communicates with the primary STMA associated with its host computer through its acoustic transducer. For example, the primary STMA for host computer100ais STMA110a, while the secondary STMAs are114a,116a,118a.

The phone lines112,120,122,124include a roll over feature enabled. This allows-the STMAs to completely control the inbound and outbound calling functions of the phone lines112,120,122,124coupled to them without the need a Public Branch Exchange (PBX), switchboard or another computer set up as a server for the system10.

Referring now toFIG. 4, a block diagram is shown depicting the circuitry and networks connecting the circuitry of an STMA of the system10. For a discussion of the operation of the STMAs, one specific STMA will be referred to by reference number110, while one specific host computer will be referred to by reference number100, it being understood that the following discussion of the STMA110and host computer100refers to all STMAs and host computers.

It should be recognized that the STMA circuitry such as integrated circuit (IC) chips and hardwired circuits (some of which are shown inFIG. 8) described below may embodied in many different configurations including hardwired circuitry, digital integrated circuits, microprocessors such as PIC chips, microcontrollers, programmable controllers, application specific integrated circuits (ASIC) and field programmable gate arrays (FPGA), etc. While examples of suitable circuitry and IC chips are given below, it is the intent of the present invention to cover all the various possible embodiments of STMA electronics as would be understood by one of skill in the art that would accomplish the operation of the call station as described below.

It should also be apparent that STMA and/or host computer circuitry may be embodied in programming stored in memory on an IC chip or in a mass storage device associated with either the STMA or the host computer and executed by such microprocessors, controllers, FPGAs and the like. It is the intention of the present invention that “circuitry” as used herein be construed to include any combination of hardwired circuits, IC chips and/or programming executed by processors resident on either the STMA or the host computer.

Turning toFIG. 4, to permit communications between programs resident on the host computer100and programs and circuitry embodies on the STMA circuit card110, a bus A of the host computer100is coupled to a local bus B of the STMA110via an PCI bus interface202which is coupled to a bus connector150of the host computer100. There are many IC communications interface chip sets commercially available to allow the STMA bus interface202to receive, send and buffer a plurality of electronic signals, such as data, control signals, data signal processing signals, etc. to and from the host computer's bus A to the bus B of the STMA110. One suitable STMA bus interface chip set is product no. QL5030 QuickPCI 32 bit bus interface chip set sold by QuickLogic Corp., Sunnyvale, Calif. (www.quicklogic.com). The STMA bus interface chip is affixed to the STMA circuit card110. Coupled to the STMA bus interface202is a digital signal processor (DSP) chip203which maintains the integrity of signals passed through the STMA bus interface202. A suitable DSP chip is product no. TMS320C62× sold by Texas Instruments, Houston, Tex. A phone line112, having tip and ring lines112a,112b, is coupled to the STMA via an RJ11 jack connector220.

A plurality of computer programs residing on the host computer100, working through its microprocessor170, controls all the functions of the STMA110through the STMA bus interface202and its associated circuitry. In addition to the STMA local bus B, the circuitry of the STMA110includes a number of other networks including a headset microphone input network, identified as C inFIG. 4, a headset earpiece output network, identified as D inFIG. 4, an audio network, identified as E inFIG. 4, and a telephone company input/out network, identified as F inFIG. 4.

A microphone (mic/phone) input amplification control circuit204of the STMA110communicates to the STMA bus interface202through the local bus data/control/power network B. The STMA110further includes an interrupt mute control circuit205between the headset input/output circuit234and the volume control208. A suitable microphone input amplification control circuit204is product no. DS1169 digital potentiometer sold by Dallas Semiconductor/Maxim Integrated Products, Sunnyvale, Calif. (www.maxim-ic.com). Ear phone output circuit206and an audio output amplification control circuit208likewise communicate with the STMA bus interface202via the local bus network B. There are many commercially available single integrated circuit (IC) chips such as audio operational amplifiers and digitally controlled potentiometers that provide amplification and volume control which can be supported by the STMA110. A suitable audio output amplification control circuit208is product no. CS3310-KOP stereo digital volume control chip set sold by Cirrus Logic, Inc. of Austin, Tex. (www.cirrus.com).

The local bus network B likewise communicates with a hybrid circuit210, a modulator/demodulator, ring generator, DTMF generator, and decoder & encoder circuit212, a ring detection circuit214, a hook and lock out circuit215, an RF transceiver circuit228and an audio source selector216.

The modulator/demodulator, ring generator, DTMF generator and decoder & encoder circuit212replaces and eliminates the need for a modem to communicate with the phone line112. The circuit212performs the following basic functions: 1) modulator/demodulator—modulates or converts from and to frequency-based audio tone signals representing data sent over the phone line serially (e.g., caller ID data) to parallel 8 or 16 bit digital signals that are used by the call station digital electronics; 2) ring generator—when a ring signal is detected on the phone line, the ring generator generates a ring signal that causes the piezo speaker224on the STMA board110to ring; 3) DTMF—dual tone multiple frequency circuit—converts from and to a digital signal identifying two frequency values generated by an encoder to a dual frequency audio tone signal that is transmitted on the phone line; and 4) decoder & encoder—modulates or converts from or to a digital signal identifying two frequency values to a digital signal representing a numerical/symbol value corresponding to the 12 numbers and symbols (1, 2, 3, 4, 5, 6, 7, 8, 9, *, 0, #) on a phone keypad. Suitable circuitry for the modulator/demodulator, ring generator, DTMF generator, and decoder & encoder circuit212is product no. APL43 modem chipset sold by Agere Systems, Arlington, Pa.

FIG. 8includes a circuit diagram of selected STMA circuitry including the hybrid circuit210. The hybrid circuit210receives voice analog input signals from the microphone (mic/phone) input amplification control circuit204and outputs voice analog signals to the ear phone output circuit206. Essentially, the tip and ring lines112a,112bof the telephone line112have a DC signal riding on top of an AC signal. The hybrid circuit separates the two line DC and AC signals via a transformer which blocks the DC signal but transmits the AC signal into a four line signal (two Tx lines and two Rx lines). The transformer210aof the hybrid circuit210preferably is a model no. RL-7716 single hybrid transformer sold by Renco Electronics, Inc. Rockledge, Fla. (www.rencousa.com).

Coupled between the hybrid circuit210and the local bus B are an analog to digital converter (ADC)211aand a digital to analog converter (DAC)211bfor appropriately converting, as necessary, digital signals to analog and analog signals to digital depending on what circuitry will be utilizing the signals. A suitable ADC is product no. TLC548CD sold by Texas Instruments of Houston, Tex. (www.ti.com) and a suitable DAC is product no MAX5539 sold by Maxim IC of Sunnyvale, Calif.

The telephone input/output network (telco I/O network) F includes a telephone line I/O220, such as the RJ11 jack connector described above, which allows the tip and ring lines of the phone line112to be coupled to the STMA board110. The hook and lock out circuit215, coupled to the telco I/O network F, controls whether the signal from the telephone line112is sent along the telco I/O network F or is locked out and passed along to another host computer in the HCC. Shown schematically inFIG. 8, the hook and lock out circuit215is coupled between the tip112aand ring lines112bof the telephone line112. The circuit215is essentially a relay that breaks one or both of the ring or tip lines112a,112bto disconnect a call. With the hook and lock out circuit215, the STMA110can be programmatically locked out from detecting and reacting to a signal from the telephone line112.

A surge circuit225(shown inFIG. 8) provides high voltage and surge protection to the STMA electronics in the event there is a high voltage transient imposed on the phone line112, e.g., lightening strikes the phone line. The surge circuit225includes a thyristor225a, preferably product no. TISP4350H3 and an in-line telephone fuse225b, preferably product no. B1250T, both sold by Bourns, Inc., Riverside, Calif. (www.bourns.com). A polarity circuit223(shown inFIG. 8) compensates for reverse tip and ring signals (reverse polarity) in the event the telephone line tip and ring lines112a,112bare reversed.

Coupled to the telco I/O network F is the ring detection circuit214which detects ring signals on the phone line112. The ring detection circuit214works by detecting an overvoltage condition on phone line112indicative of a phone ring. In response to a phone ring, the ring detection circuit214puts a signal on local bus B indicating an incoming phone call. A suitable ring detection circuit214is shown inFIG. 8.

The RF transceiver circuit228receives and transmits radio frequency voice signals to and from the headset108via an antenna I/O230also mounted on the STMA card110. Alternately, the headset108may be hardwired to the local bus B via headset I/O234. A suitable RF transceiver circuit is product no. TDA1315H digital audio input/output circuit sold by Philips Semiconductors NV, Eindhoven, Netherlands (www.semiconductors.philips.com).

When a ring signal is detected by the ring detection circuit214, the data of such detection is passed along the telco I/O network F to the modulator/demodulator, DTMF generator and decoder & encoder circuit212. The circuit212, in turn, passes the ring signal on to the STMA local bus B. The ring generator212may be a monolithic IC such as product no. TMC1506B sold by Texas Instruments, which converts the signal from the telephone line into an audio signal and sends it to both the onboard speaker224via the telco I/O network F and the speaker in the headset audio transducer234via the audio network E and headset/microphone network C. The board speaker224communicates through the ring detection and hook & lock out circuits214,215on the telco I/O network F. The DTMF generator/decoder & encoder212modulates and demodulates signals for transmitting and receiving data over conventional telephone lines. The circuit212also generates a dial tone multi-frequency (DTMF) signal for transmitting to the telephone line. The DTMF generation decoder, outputs a digital signal of a value corresponding to an inputted tone signal (a signal in audio frequency band). The DTMF generation encoder, outputs a tone signal of a value corresponding to an inputted digital signal.

The DTMF generator/decoder & encoder212communicates with the hybrid circuit210along the telco I/O network F. The hybrid circuit210separates the telephone line signal into a four line signal consisting of a two line transmit (Tx) and a two line receive (Rx). The telephone line112, as mentioned above, consists of two lines, tip and ring112a,112b, that carry both transmit (Tx) and receive (Rx) signals on each line112a,112b.

The audio output/amplification and volume control208send signals to various audio components of the STMA110through the audio network E. The antenna I/O226allows for an appropriate antenna signal to be coupled to the STMA. The antenna226communicates with the RF transceiver circuit228that receives and transmits radio frequencies. Such capacities include intermediate frequency (IF) amplification, duplexing, digitally controlled tuning, demodulation, programmable gain amplification, analog-to-digital conversion (ADC), digital-to-analog conversion (DAC), digital down conversion (DDC), digital signal processing (DSP), and direct digital synthesis (DDS). The mentioned capacities may be facilitated by various integrated circuits (IC) chips which are commercially available.

The RF transceiver circuit228further communicates with an audio source selector216. The audio source selector216is a series of electronic relays that allows for the selection between many different audio input signals via the audio input230. The audio input230couples the host computer's peripherals, such as a CD or DVD player, to the STMA110.

The audio source selector216communicates via the audio network E to the audio output amplification and volume control208. The audio output amplification and volume control208outputs a signal to the audio mixer232along the audio network E. The audio mixer232maintains the audio output, in terms of decibels, of the speakers of the headset acoustic transducer234within a determined range. This is required due to the fact that the signals from the audio output208can come from a variety of sources. The signal must be mixed with the ear phone output206signal in such a way to control acoustic distortion and so that one signal does not override the other.

A signal from the hybrid circuit210is sent to the ear phone output-amplification & volume control206via the headset earpiece output network D. This signal is further sent along the headset earpiece network D through the audio mixer232and finally to the headset I/O234. An input signal through the microphone on the headset234is carried to the hybrid circuit210along the headset microphone input network C. The headset microphone input network C includes an intermediate mute circuit205and the microphone phone input-amplification & volume control204along its path.

The circuitry of the STMA110, as described above, includes many devices which are coupled to the local bus B of the STMA through the DSP203. The DSP203is coupled to the bus interface202which in turn connects to the host computer through the bus connector150. The host computer100includes a number of computer programs which manage inbound and outbound calls from the telephone lines112,120,122,124. A database for scheduling and recording inbound and outbound activities may, likewise, be managed. Caller ID information may be obtained and displayed to the operator of a call center12, DTMF signal pulses may be transmitted to the telephone line to dial phone numbers or send signal information. Data and facsimile information may be sent or received. DTMF signals may be received for telephony operation. Further, a supervisor wearing an RF receiver headset108, by walking in the proximity of a call center can tune in and listen to conversations between the call center operator and the potential customers being called. Still further, an operator of a call station can tune in his or her favorite radio station, listen to his or her own CDs or view a DVD while he or she works.

Processing Inbound Calls

FIG. 5depicts generally at300a flow chart of programming to handle incoming phone calls to the call center. The programming is imbedded partially in the PCI STMA bus interface202and partially in memory on the host computer100. Referring toFIG. 5, during operation, as is shown at step301, when the ring detection circuit214detects a ring signal from the telephone line I/O220, a signal is sent via the local bus B to the bus interface202. The programs in the bus interface202write to its random access memory (RAM) at a specific location indicating a first occurrence of the ring signal has occurred, which line is ringing, which STMA is receiving the ring signal and generates an interrupt. Part of the program, running on the host computer100is alerted. The program then communicates through the bus interface connection a section of RAM on the STMA110to determine a plurality of conditions, such as, which phone line112,120,122,124is ringing and which STMA110,114,116,118is receiving the ring signal.

The program then writes the inputted data to a section of the host computer's RAM allocated for this and other pertinent information such as, how many STMAs reside on the host computer and what telephone line are allocated or assigned to each STMA of the host computer. The program will also determine if there are other host computers100connected to the computer and determine the number of STMAs such computer has which is equal to the number of computers on the HCC. In addition, the program will determine the status of each STMA across the HCC. The program is now ready to proceed to the next step.

In the second step302, the program ascertains, by reading the host computer's100RAM whether this call station operator is already on a call. If so, program execution continues to step304. On the other hand if this operator is not already on a call, control advances to step306. In step304, the program ascertains whether there are other host computers with STMAs connected to the host computer cluster20. If so, program execution continues to step308. On the other hand, if this is not the case, control advances to step310.

In step308, the program ascertains whether there are other call station operators currently available in the HCC20to receive a call. If so, program execution advances to step312. On the other hand if this is not the case, control continues to step314. In step314, the program ascertains whether the host computer100has multiple telephone lines and therefore multiple STMAs. If the computer includes multiple STMAs, program execution advances to step316. Whereas, if this is not the case, control continues to step310. In step310, the program has determined by the tests of steps302,304,308,314that a user will not be able to receive this call in a prescribed manner. The program then reads a previously recorded digital message from a memory location on the host computer and sends it to the STMA where it converts the message to an appropriate audio signal, amplifies the signal, and after taking the line off hook using the hook circuit214, transmits it through the hybrid circuit210out the telco I/O network F, to the telephone line I/O220. It is obvious to one skilled in the art that, at this point, a sub-routine of the program, not illustrated, could be called to allow the caller to receive a message giving them options, such as whether they would like to leave a message, continue to hold, etc., thereby enabling the caller to use telephony to select an option of their choice. The sub-routine would act appropriately to the caller's choices then return control to the calling program.

In step318, the program will record in a memory location on the host computer100all required information pertaining to a call, such as, time of call, caller ID information, messages sent, and/or any telephony options invoked. The program will then update the information on the display screens of all the users in this HCC20athrough a graphic user interface (GUI)500explained below. All host computers in the HCC20a, upon receiving this information will de-activate the lock out function of the hook and lock out circuits215on the STMAs present on the host computer100, thereby readying all systems to receive another call on that particular line. Finally, in step318, the program will force the telephone line to go on hook, using the hook circuit215, and the program will then terminate.

On the other hand, if the test of step302determines the operator of the call center is available to take this call, control is passed to step306. In step306, the program determines if there are other host computers associated with this particular telephone line. If so, control goes to step320. In step320, the program sends a signal, through the network interface card (NIC)160to the other systems associated with this telephone line to activate the lock out function of the hook and lock out circuit215of the STMAs, thereby avoiding other systems interference with this particular host computer's activities. In step316, the program upon receiving a signal that the first ring signal has ended, will take the telephone line off hook, using the hook circuit214, and open the telco I/O network F, to the modulator demodulator (modem)212. In step322, the modem212will demodulate and translate the caller ID information, passing this information to the program via the local bus B.

In step324, the program will display received caller ID information on the host computers monitor102. In step326, the program will record the caller ID information, along with other pertinent information, to a prescribed mass storage device on the host computer100. In step328, the program will place the telephone line back into the on hook state using the hook circuit214on that particular STMA that is receiving the call. In step330, the program will then instruct STMA to generate an audio ring signal using the ring generator212, passing this signal to the speaker224on the STMA and the speakers of the acoustic transducer234. In step332, the program will determine if the user has answered the call. If the user does not answer the call, the control is passed to step334. However, if the user has answered the call the control is advanced to step336.

In step334, the program monitors the ring counter and determines if a predetermined number of rings has been reached, for example, four or five rings. If the call is not answered within the predetermined number of rings, the control is passed back to step330to generate another audio ring signal. In the event this sequence happens, control is passed to step310, which transmits an outgoing message to the phone line. On the other hand, if the test of step332determines the user answers the call then in step336, the program will take the telephone line off hook, using the hook circuit214, and open the telco I/O network F, to the hybrid circuit210, allowing the user to communicate with the caller through the users acoustic transducer234, passing the bidirectional signals along the telco I/O network F, the headset earpiece output Network D, and the headset mic input network C.

Finally, in step338, the program directs the STMA to reduce the signal volume along the audio network E to a background level using the audio output—amplification & volume control circuit208, while at the same time directing the STMA to increase the signal volume along the headset earpiece output network D to a predetermined level using the ear phone output—amplification & volume control circuit206. The program will then test to ensure that the mute circuit205in not engaged and the mic phone input—amplification & volume control204is set to a predetermined level. At this point the program will terminate at the end sequence340.

It is obvious to one skilled in the art in view of the foregoing that during the processing of a call, information will be acquired and recorded and all the appropriate signals and settings for the STMA will be maintained by another program. Additionally, if the user is watching a DVD, the secondary program should instruct that primary calling program to pause the DVD in order to answer an incoming call.

In some instances, either by the user selecting as an option or by a program that resides on the host computer, a determination can be made that the flow of inbound calls, say from an advertisement campaign, has slowed sufficiently that a call station or stations may be released from a purely inbound operation and assigned to do outbound calling.

Processing Outbound Calls

An outbound calling program, embodied in the circuitry or software on the STMA circuit card110and the host computer100, is shown as a flow chart generally at400inFIG. 6. Referring toFIG. 6, at step401, the program retrieves a record from a memory location residing at a predetermined location on the host computer's mass storage device, e.g., hard drive. In step402, the program instructs the STMA to take the phone line off hook using the hook circuit214. Further, the program determines if there are other host computers with an STMA associated with the particular incoming telephone line, if so, it instructs those host computers, through its NIC, to activate their lock out function of the hook and lock out circuit215on their STMA for that particular telephone line. Next, in step404, the program waits for a prescribed duration to receive a dial tone signal from the STMA that is provided by the DTMF generator circuit212. If no signal is received, the control advances to step406. If a signal is received, control continues to step410.

In step410, the program reads the telephone number obtained from the record of step400that has been retrieved. The program then breaks this telephone number into three components, the area code, the first three numbers of the telephone number, herein called the prefix, and the last four digits of the telephone number, herein called the number. The program then compares these component numbers against a plurality of tables that are stored in a memory location of the host computer. Based on this comparison, the program formats the number as required by adding or removing digits from the telephone number such as, adding a “1” to the beginning of the number should the program determine the area code and prefix represents a long distance number, or a “9”, for example, to obtain an outside line, or removing the area code, should it be deemed not required for this telephone number.

In step412, the program sends this said formatted number, a digit at a time, at a prescribed pace, to the STMA via the host computer bus A. The DTMF Generator212converts those digits to the proper multi frequency tones and sends that signal along the telco I/O network F to the telephone line I/O220. In step414, the program waits a prescribed duration to receive an outbound ring signal which is provided by the modulator demodulator and DTMF decoder circuit212. Additionally, the telco I/O network F is taken off hook using the hook circuit214to the hybrid circuit210which transmit any signal information along the headset earpiece output network D to the speakers of the acoustic transducer234giving the user audio information to further dispose of the call. If the program determines that the called number is ringing, hence a connection has been made, control is passed to step416. Where no connection is made, control is advanced to step418.

In step416, the program, upon receiving an outbound ring signal starts a timer to count rings and terminate the call upon the completion of a predetermined number of rings. This feature is useful to, among other things, assure that the system is operating within prescribed local and federal laws, which limit how long a telemarketer may ring a phone of a potential customer. In step420, the program tests for keyboard input from the host computer indicating that the called party has answered the call. It is obvious, to one skilled in the art that other means could be used, such as sensing impedance, to give the program the necessary input for this test. If the program determines that the called party has not answered the call, control is passed to step422. Otherwise, control is advanced to step424.

In step422, the program checks if the predetermined maximum rings has been satisfied. If not, control is passed back to step420. Otherwise, control is advanced to step426. On the other hand, if the test of step420determines the called party has answered the call, the program will then direct the STMA to reduce the signal volume along the audio network E to a background level using the audio output—amplification & volume control circuit208, while at the same time the program will direct the STMA to increase the signal volume along the headset earpiece output network D to a predetermined level using the ear phone output—amplification & volume control circuit206. The program will then test to ensure that the mute circuit205in not engaged and that the mic phone input—amplification & volume control204is set to a predetermined level. It is obvious to one skilled in the art that if the user is watching a DVD, the program should instruct that program to pause the DVD at the point where in incoming or outgoing call is in progress.

In step428, the program will allow the user, through inputs from the host computer's keyboard and mouse, to process the call. During processing, the program will collect and record various required information. Such information may include but not limited to personal information of the called party, playing audio information, taking text and audio messages, transferring a call, adding the called party to a do-not-call list, and sending or receiving data information via fax. The user will then inform the program, through inputs from the host computer's keyboard and/or mouse, that the session has ended the call with the called party.

In step430, the program will direct the STMA to increase the signal volume along the audio network E to a level the user set prior to taking a call, using the audio output—amplification & volume control circuit208, while at the same time direct the STMA to reduce the signal volume along the headset earpiece output network D to a predetermined level using the ear phone output—amplification & volume control circuit206. The program then tests to ensure that the mute circuit205in not engaged and the mic phone input—amplification & volume control204is set to the predetermined level.

In step426, the program tests to determine if outbound calling activities should be ended. This is predicated by any number of conditions, such as for example, the end of the user's shift, lunch or break time, the volume of inbound calls has increased and the system ends its outbound calling activities to make itself available for incoming calls, or the user has to leave this station and is not available. If outbound calling activities should be ended, control is advanced to step432. Otherwise, control is passed the step434. In step434, the program will record in a memory location on the host computer all required information pertaining to the call, such as, time of call, caller ID information, message sent, any telephony options invoked. The program will then update the information on the display screens of all the users in the HCC20athrough the graphic user interface (GUI)500, explained below. All host computers, upon receiving this information will de-activate their lock out circuits of the hook and lock out circuit215, thereby readying the systems to use this particular telephone line. Finally, the program will force the telephone line to go on hook, using the hook and lock out circuit215.

In step436, the program writes all the pertinent information collected during processing of a call to a memory location residing at a predetermined location on the host computer's mass storage device. In step438, the program retrieves the next sequential record from a memory location residing at a predetermined location on the host computer's mass storage device. Control is then passed back to step402to place the next call. If the test in step404indicates that no dial tone was detected then in step406, the program will display that information on the host computer's monitor102to notify the user of such. In step440, the program will force the telephone line to go on hook, using the hook and lock out circuit215. The program will then pass control back to step402to make another attempt at obtaining a dial tone. It is obvious to one skilled in the art that after a predetermined number of attempts, an error message should be displayed so corrective measures may be taken.

If the test in step414indicates that something other than a ring signal has been received then in step418, the program will determine if it has received an indication from the modulator demodulator and the DTMF decoder circuit212that a busy signal has been received. If so, control is passed back to step434. Otherwise, control is passed to step442. In step442, the program determines, through input from the operator of the call center or from the modulator demodulator and the DTMF decoder circuit212, how to dispose of the particular call. Depending on various inputs, the program will take the correct action recording and disposing of the call's activities as being, a changed, disconnected, wrong or temporarily out of service number, or if this call connected to a fax or computer.

In step432, the program will record in a memory location on the host computer all required information pertaining to this call, such as, time of call, caller ID information, messages sent, and any telephony options invoked. The program will then update the information on the display screens of all the users in this cluster20through the GUI500. All host computers, upon receiving this information will de-activate their lock out circuits215, thereby allowing all systems access to this particular telephone line. Finally, the program will force the telephone line to go on hook using the hook and lock out circuit215.

In step444, the program writes all the pertinent information collected during the processing of the call to a memory location residing at a predetermined location on the host computer's mass storage device. At this point the program will terminate.

In another aspect of the telecommunications system of the present invention, call stations may be switched between receiving inbound and making outbound telephone calls as inbound and outbound call volumes dictate. For example, after an advertisement for a product first appears in the mass media, there is likely to be an influx of calls to the call center from persons ordering the product. As such, it is likely that all or nearly all of the call stations in an HCC dedicated to servicing the product will be receiving inbound calls. After a time, it would be expected that the volume of inbound calls ordering the product would decrease. Therefore, it would be desirable for the system to recognize this decreasing inbound call volume and automatically and seamlessly convert call stations in the HCC to outbound calling duties (FIG. 6) as call volume dictates such that call station operator utilization remains high, i.e., operators are not idle for prolonged periods of time between inbound phone calls.

In the telecommunications system10of the present invention, such circuitry that switches the function of a call station between receiving inbound calls and making outbound calls will be referred to as inbound/outbound flow control180(shown schematically inFIG. 4). The inbound/outbound flow control circuitry180is preferably embodied as programming resident on the hard drive of each host computer100in the HCC. The programming, executed by the microprocessor170, interfaces with and receives necessary information from the STMAs associated with the host computers in the HCC. A flow chart of programming of the inbound/outbound flow control180is shown generally at600inFIG. 9

The program is called as a subroutine when a call is terminated at the call station. In step602, information if obtaining regarding duration of a call. At step604, the program makes a determination as to whether the terminated call was an inbound call to the call station or an outbound call from the call station.

If the call was an inbound call, at step606, the program uses the call duration information and recalculates a value in memory representing the average inbound call length and, at step608, recalculates a value of inbound calls per hour for the station. At step610, the program determines if a Boolean variable, “Next Work Station To Outbound” (NWSTO) is set to condition true. If at step610, the variable NWSTO is found to be set to true, then, at step612, the program sets the variable NWSTO to condition false and, at step614, the call station is set to commence outbound calling activity. The subroutine then ends at step616and control is transferred to the calling program as shown inFIG. 6.

If at step610, the program determines that the NWSTO variable is not true (that is, false), then at step618, the program determines the number of call stations in the HCC that are available to receive inbound calls. At step620, the program determines if the number of call stations available to receive inbound calls exceeds a predetermined value x, for example, x may be set at x=2 call stations for a particular HCC. At step622, if the number of call stations available to receive inbound calls exceed the value of x, then the program determines if the call station will be idle for a predetermined number of inbound calls based on the current values of average inbound call length (calculated in step606) and average inbound calls per hour (calculated in step608). If the program determines at step622that the call station will be idle for a predetermined number of inbound calls (or more), then the variable NWSTO is set to true condition and the subroutine ends at step616.

If at step620, the program the program determines that the number of call stations available to receive inbound calls does not exceed the predetermined value x, then, the program proceeds to step616and ends the subroutine.

If the program determines at step604that the terminated call was an outbound call, then, at step630, the program uses the call duration information and recalculates a value in memory representing the average outbound call length and, at step632, recalculates a value of outbound calls per hour for the station. At step640, the program determines if the variable NWSTO is set to condition false. If the variable NWSTO is set to false, then, at step642, the call station is set to commence inbound call receiving activity. The subroutine then ends at step616and control is transferred to the call receiving program as shown inFIG. 5.

If, at step640, the program determines that the variable NWSTO is not set to condition false, then, at step618, the program determines the number of call stations available to receive incoming calls, as described above. At step620, the program determines if the number of call stations available to receive inbound calls exceeds a predetermined value x. If the number of call stations available does exceed the predetermined value x, then, at step622, the program determines if the call station will be idle for a predetermined number of inbound calls based on the current values of average inbound call length (calculated in step606) and average inbound calls per hour (calculated in step608). If the program determines at step622that the call station will be idle for a predetermined number of inbound calls (or more), then the variable NWSTO is set to true condition and the subroutine ends at step616.

If at step620, the program the program determines that the number of call stations available to receive inbound calls does not exceed the predetermined value x, then, the program proceeds to step616and terminates the subroutine.

Graphical User Interface

Referring now toFIG. 7, a diagram depicting the GUI500of the host computer100a. The GUI500is displayed on the monitor102of each host computer in the HCC20afor displaying information as described above. In the present illustration, four call stations12a,12b,12c,12dare serially connected in the HCC20a, therefore, the GUI500displays phone line buttons501,502,504,506corresponding to each of the four phone lines112,120,122,124coupled the call stations12a,12b,12c,12dof HCC20a.

As depicted in this illustration, lines1,3and4(phone lines112,120,122) are in use or available to this operator. The line2icon is ghosted indicating to the operator that this line is not currently available since it is currently being used by call station3(12c) of the HCC20a. These phone line icons are activated by the operator via selecting with the mouse arrow displayed on the monitor screen, to select a line on which to communicate.

The GUI500further displays call information in a call information display501a,502a,504a,506afor each phone line button501,502,504,506, respectively. As depicted in this illustration, the caller ID information is being displayed, however, a plurality of different information could be displayed in this area. As depicted inFIG. 7, Mary Johnson, whose phone number is displayed in the call information display501a, is presently communicating on line1(phone line112) with the operator of call station100a.

The GUI500further includes an activities status area507. As depicted inFIG. 7, line1(phone line112) is currently communicating with the operator of call station12athis workstation as indicated by the phone icon508. Line2(phone line120) is being used by the operator of call station3(12c) as indicated by the “3” icon510. Therefore, although not visible inFIG. 7, the line2entry would be “ghosted.”

Line3(phone line122) has been put on hold as indicated by the phone icon512and the “on hold” icon514, by the operator of either call station12bor call station12d. Line4(telephone line124) is ringing indicated by the bell icon516due to an incoming call from caller Bill Booker. The activities status area507will change in real time to provide the call station operator a visual representation of the current status of each of the telephone lines112,120,122,124associated with the HCC20a.

As depicted in this illustration, the operator of call station12ais communicating with Mary Johnson, who is on line1. This is intuitively apparent since the line1icon501is not ghosted and Mary Johnson's name and number are clearly displayed in the information display area500afor line1. Next to the phone connected icon508, there are additional option buttons available to the operator such as a hold button516, a mute button518, and a transfer button520. By the same intuitive logic, it is apparent that Steve Bias who is displayed in the information display504afor line3, has been put on hold by the user on the call station12cas indicated by the “on hold” icon514.

The GUI500also includes volume control bars. As depicted in this illustration the operator of call station12ais presented a graphic illustration of three volume slider controls522,524,526. The operator may manipulate the controls to adjust any one of the three volume controls by using the host computer's keyboard or mouse. Again, as depicted in this illustration, above the three said slider controls, there are, from left to right, three icons528,530,532which identify the function of each slider control, respectively, to be associated with the microphone on the users acoustic transducer108which corresponds to volume slider control522, the telephone line ear speaker on the users acoustic transducer108which corresponds to volume slider control525, and the volume of other provided audio signals such as a music CD, the sound from a DVD, or a FM radio station which corresponds to volume slider control526.

By presenting different icons, displaying information, and ghosting buttons, an operator of a call station will intuitively learn to operate the call station for receiving incoming call or placing outgoing calls and will advantageously be updated on what activities are occurring on the phone lines of the HCC his or her call station is a part of as well as what activities are occurring at the other work stations that are part of the HCC. The status information displayed by the GUI500is also very helpful for a supervisor of the HCC, sitting at his or her call station, to monitor the activities of the subordinate HCC call station operators.

Although the invention has been described with a certain degree of particularity, it should be understood that those skilled in the art can make various changes to it without departing from the spirit or scope of the invention as hereinafter claimed.