Multimedia telecommunication automatic call distribution system

A multimedia telecommunication automatic call distribution center which allows access to the call center via a plurality of access means, including telephone and data networks to provide simultaneous voice, data, and video access, and ensures effective transparent spreading of agents over different geographical locations. The automatic call distribution center of the present invention uses a multimedia automatic call distribution server acting as connection manager for data network callers and provides for automatic caller identification.

BACKGROUND OF THE INVENTION 
1. Field of the Invention 
This invention relates to the field of multimedia telephony switching and 
routing. More specifically, the invention relates to telephone automatic 
call distribution ("ACDT") for call centers, and in particular to 
geographically distributed multimedia automatic call distribution systems 
("MMACD") connected to a plurality of voice and data networks. 
2. Background of Related Art 
A call center is a business unit that uses groups of agents or telephone 
representatives to conduct specific transactions with calling customers. 
The opportunity to establish a call center exists anywhere where more than 
one person answers the same or similar types of calls. 
In this competitive world companies need an advantage. Whether a business 
is large or small, call center automation provides an advantage anywhere 
where a business relies heavily on telephone transactions. Call centers 
provide a business advantage by getting an edge on competition through 
increased customer satisfaction, increased productivity and revenues, and 
reduced operating costs. 
The instant invention ensures that companies will have a competitive 
advantage by solving the problem of providing a multimedia 
telecommunication ACD system which: allows access to the call center via a 
plurality of access means, including telephone networks and data networks; 
ensures effective transparent spreading of agents over different 
geographical locations, acts as a connection manager for callers, and 
provides for automatic caller identification. 
Business applications for call centers are virtually unlimited in the types 
of transactions that they can accommodate. Call centers can support, for 
example, sales, including order entry, order inquiry, and reservations; 
financial services, including funds transfer, credit card verification, 
and stock transactions; information services, including event schedules, 
referral services, transportation schedules, and yellow pages; customer 
services, including technical support, repair dispatch, and claims 
handling. 
Despite the almost innumerable applications, however, existing ACD centers 
have several limitations. 
One notable drawback to ACDs is that they lack intelligence. In other 
words, limited inflexible intelligence is built into the ACD software. 
Routing of inbound and outbound calls is based on circuit switching. 
Furthermore, existing ACD centers cannot be accessed through a plurality 
of access means, such as voice, data, and video. To maximize existing 
resources and to take advantage of the latest technology, ACD 
manufacturers are trying to open their systems to third-party inbound and 
outbound call management systems by integrating, via the recently 
introduced Computer Telephony Integration ("CTI") standards, the Telephony 
Application Programming Interface ("TAPI"), the Telephony Services 
Application Programming Interface ("TSAPI"), and other proprietary 
protocols. These third-party inbound and outbound call management systems 
apply computer control and functionality to telephones. Adding computer 
intelligence to unintellegent telephone devices provides users with more 
information about inbound calls and lets them use telephones more 
effectively to distribute information by providing not only customer 
records coincident with inbound and outbound phone calls, but also 
skill-based call routing matching agent skills with caller needs and 
virtual, or geographically distributed, call centers. 
Yet another drawback of the present technology, which integrates 
traditional telephone switching technology utilizing circuit switching 
with information systems, i.e. computers, is that it does not provide a 
cost-effective solution for the integration of telephone calls with 
computers. Additionally, the present systems do not effectively address 
the need for ACDs to be able to transparently spread agents over different 
locations. Moreover, present state of the art systems do not address at 
all the emerging multimedia communication standards such as simultaneous 
voice, data, and video telephony access to the center. 
One recent trend in the ACD industry is to enable call agents to be more 
efficient, productive and to ultimately provide the best service to the 
customer during the first contact. Technologies such as Automatic Number 
Identification ("ANI") where the caller phone number is passed to the 
agent, give agents the opportunity to access information about the caller 
from corporate databases. The latest CTI technologies play a major role in 
helping companies respond to industry trends and experience increased 
productivity and customer service goals by integrating traditional ACDs 
with computers. 
In parallel to the development of ACDs, there are Internet Customer Service 
Centers ("ICSCs") under development. These applications provide for access 
to a World Wide Web ("WWW") site, where information pertaining to customer 
service, such as order status or tips for problem resolution, can be 
easily obtained. The user of the ICSC uses a WWW browser to search for the 
requested information. The user may obtain information in the form of 
text, voice or video. Further, the user may download information to 
computer data files. Live transfer to a customer service representative is 
not possible. Examples of patents covering various aspects of 
communication via data and telecommunication networks are described below. 
U.S. Pat. No. 5,533,115 to Hollenbach et al. discloses an advanced ACD for 
providing information to callers through the Public Switch Telephone 
Network ("PSTN"). An incoming call from a customer passes through the PSTN 
to an intelligent peripheral, a service control point, and an ACD. In many 
cases, the caller is prompted in queue to provide some information, such 
as the caller's phone number or account number. This information is used 
to access data records stored in a database which are presented to an 
agent at an agent terminal. The agent station has access to external 
communication services, one of which is the Internet. Similarly, U.S. Pat. 
No. 5,546,452 to Andrews et al. discloses an ACD controlled by a 
distributed central controller. However, neither Hollenbach et al. nor 
Andrews et al. appear to disclose an ACD with the capacity to service 
multimedia callers; only the agent stations have access to the Internet or 
wide-area networks. Unfortunately, therefore, neither Hollenbach et al. 
nor Andrews et al. solve the problem of allowing access to a multimedia 
ACD via data networks. Furthermore, neither Hollenbach et al. nor Andrews 
et al. teach or disclose the use of an MMACD Server as connection manager 
for data network callers. 
U.S. Pat. No. 5,500,859 to Sharma et al. discloses a personal 
communications system operating on a personal computer which allows the 
user to select between different communications functions, including 
telephone call, voice mail, fax transmissions, and multimedia mail. Sharma 
et al., however, does not solve the problems of providing a multimedia 
telecommunication ACD system which allows access to the call center via a 
plurality of access means and providing an MMACD server to act as 
connection manager for callers. 
U.S. Pat. No. 5,384,771 to Isidoro et al. discloses a multimedia call 
configuration system. Isidoro et al. uses an object oriented command set 
to establish a multimedia call over a broadband network. One command set 
relates to the call configuration and another--to the connection 
configuration. Unfortunately, however, Isidoro et al. does not solve the 
problem of providing a multimedia telecommunication ACD system which 
allows access to the call center via a plurality of access means; rather, 
it is directed toward establishing communications between multiple 
specifec parties and has no automatic call direction (ACD) capability at 
all. 
U.S. Pat. No. 5,546,324 to Palmer et al. discloses a video conferencing 
system used over a data network to communicate among terminals of the 
network. However, Palmer et al. is only directed to transferring video and 
audio data. Unfortunately, Palmer et al. does not solve the problems of 
providing a multimedia telecommunication ACD system which allows access to 
the call center via a plurality of access means and providing a MMACD 
server to act as connection manager for callers. Rather, it is directed 
toward establishing communications between multiple specific parties and 
has no automatic call direction (ACD) capability at all. 
U.S. Pat. No. 5,526,353 to Henley et al. discloses a system and method for 
communication of audio data over a packet-based network. Henley et al., 
however, does not solve the problems of providing a multimedia 
telecommunication ACD system which allows access to the call center via a 
plurality of access means and providing a MMACD server to act as 
connection manager for data network callers. 
U.S. Pat. No. 5,241,625 to Epard et al. discloses a system for sharing 
screens over a heterogeneous network. Similarly, U.S. Pat. No. 5,473,680 
to Porter discloses methods and apparatus for interfacing with application 
programs to manage multimedia multiparty communications using different 
hardware systems and devices. Neither Epard et al. nor Porter solve the 
problem of providing a multimedia telecommunication ACD system which 
allows access to the call center via a plurality of access means or a 
MMACD server acting as a connection manager for callers. Rather, they are 
directed toward establishing communications between multiple specific 
parties and have no automatic call direction (ACD) capability at all. 
In view if the foregoing, there is a need, therefore, for a multimedia 
telecommunication ACD system which: allows access to the call center via a 
plurality of access means, including simultaneous voice, data, and video 
telephony; provides an MMACD server acting as a connection manager for 
data network callers; enables call agents to answer calls without the use 
of a telephone set; and ensures effective transparent spreading of agents 
over different geographical locations. 
SUMMARY OF THE INVENTION 
The present invention alleviates to a great extent the foregoing 
shortcomings by providing a multimedia telecommunication ACD system which 
allows access to the call center via a plurality of access means, 
including simultaneous voice, data, and video telephony, and at the same 
time ensures effective transparent spreading of agents over different 
geographical locations. The ACD system of the present invention uses an 
MMACD server acting as connection manager for data network callers and 
provides for automatic caller identification. It is thus an object of the 
present invention to implement a call center exchange by utilizing packet 
switching technology so that the same packet data backbone is shared for 
transport and routing of the calls as well as data. 
It is a further object of the invention to provide videotelephony between a 
caller and a call center agent. This function is particularly valuable in 
instances where body language and creation of rapport is important to 
providing good service. Videotelephony makes it possible to demonstrate 
particular products or maintenance activities. Similarly, the call center 
agent can view the customer's activities and reactions. 
It is a further object of the invention to provide screen and application 
sharing between the caller and the agent. Whenever a caller requires 
support with a software application, it is invaluable for the support 
agent to view the remote desktop. It is thus an object of the invention to 
provide this functionality as an integrated part of a multimedia call 
center. 
It is a further object of the invention to provide the caller with an 
ability to reach multimedia information on-line and to transfer to a live 
agent or to leave an electronic or voice message. 
It is a further object of the invention to provide intelligent routing and 
queuing of calls to agents. Thus, the multimedia server should have the 
capability of routing calls to particular queues based on the type of 
call, the area of interest selected by the caller, the caller's 
identification, and other relevant criteria. 
It is a further object of the invention to provide intelligent routing and 
queuing of messages to agents for processing. 
It is a further object of the invention to integrate an Internet Customer 
Service Center as described above with a call center so a caller/customer 
arriving at an Internet site can transfer to a live or automated agent. 
It is a further object of the invention to provide automatic caller 
identification for purposes of more efficient service, proper call 
routing, access verification, and billing. The conventional methods use 
ANI information obtained from the telephone company for these purposes or 
the caller is required to identify himself by entering his identification 
number by pressing the appropriate buttons on his telephone. While the 
present invention uses the above methods, it also identifies network 
callers by their network addresses (carried by the network protocol), 
and/or account identification numbers and passwords, and/or by encrypted 
electronic signatures. 
It is yet another object of the invention to provide an ACD center where 
the agents may respond to multimedia calls by using a computer only. 
Other objects and advantages of the present invention will be readily 
apparent from the following description and drawings which illustrate the 
present invention.

DETAILED DESCRIPTION OF PREFERRED EMBODIMENTS 
Now referring to the drawings wherein like reference numerals refer to like 
elements, FIG. 1 illustrates the interconnection of the multimedia ACD 
main subsystems and their connection to the network. The present invention 
provides access to a call center via a plurality of access means. The 
access occurs through the PSTN or Private Branch Exchange ("PBX"and via 
plurality of data networks. PSTN access is possible through Plain Old 
Telephone ("POTS") lines, Digital Trunks and Integrated Services Digital 
Network ("ISDN") Basic Rate Interface ("BRI") or Primary Rate Interface 
("PRI"). Data network access is available through a variety of channels. 
For example, Internet access is available utilizing a plurality of 
possible Department of Defense ("DOD") protocols such as User Datagram 
Protocol ("UDP"), the emerging Real Time Protocol ("RTP") and Resource 
Reservation Protocol ("RSVP"), or via frame relay or Asynchronous Transfer 
Mode ("ATM") protocol and networks. As shown in FIG. 1, cloud 111 
represents the PSTN or PBX network, while cloud 112 represents the above 
mentioned data networks. 
A plurality of callers represented by elements 100, 104, and 105 can access 
the MMACD server 110. A caller's identification is verified by the MMACD 
server 110 and the caller is then optionally presented with a menu of 
choices following which he is routed to a plurality of agents represented 
by elements 120 and 121. If no agent is available, the MMACD server places 
the caller on hold. While on hold, the caller continues to browse through 
information and receives information about how many callers are waiting in 
line in front of him and the average waiting time. 
Routing algorithms, such as which caller will be routed to which agent or 
agent group, based on caller identity, and/or agent skills and/or call 
priority, are stored in and decided by the MMCD server 110. Alternatively, 
the MMACD server may query external databases for routing information. The 
MMACD server 110 provides appropriate administration tools to program such 
routing algorithms. 
In case of PSTN audio only access by caller 104, the audio signal is 
converted by MMACD server 110 to digital information which is compressed 
and then packetized using protocols such as DOD Internet Protocol ("IP") 
specifications. For audio only access, the caller is presented by audio 
menus which he navigates by means of pressing buttons on his telephone set 
sending dual tone multi-frequency ("DTMF") tones. Navigation by means of 
voice recognition is also possible. 
In case of data access via data network 112, ISDN, or a modem over PSTN 
111, callers 101 and 105 can access the MMACD server 110 by means of a WWW 
browser such as Microsoft Internet Explorer or Netscape Communications 
Navigator.TM.. MMACD server 110 comprises a WWW server such as the 
Microsoft IIS server. Upon connecting to MMACD 110, callers are presented 
with a WWW home page. Menus are implemented by the WWW pages. When an 
agent becomes available, the caller is directly connected to the agent 
utilizing standard data communication protocols, such as DOD IP. The MMACD 
server then acts as a connection manager by supplying to the caller's 
connection software the IP address of the available agent. The caller 
connection software is implemented as a plug-in module into the 
above-mentioned Microsoft browser or the Netscape Navigator, or may be 
downloaded as an application. 
In the event the caller connection software is downloaded as an 
application, it is invoked from the browser as a result of a caller's 
wishing to connect to the MMACD of a call center. A network connection is 
established with the MMACD upon initiation of the caller connection 
software. The MMACD interacts with the caller connection software to 
provide the caller with status information (which may consist of text, 
graphics, audio, and video) on the call center, including information on 
the caller's predicted hold time. Additionally, this information may 
include advertisements and common problem solutions. 
Once the MMACD has established a connection between a caller and an agent, 
the caller connection software is used to channel commands to the caller's 
telephony application. Commands such as call set up and termination, 
initiate and terminate chat, initiate and terminate white board, and 
initiate and terminate file transfer, are facilitated through the use of 
this connection software. The caller connection software also provides for 
remote control of the caller's browser. This facilitates the ability to 
perform collaborative browsing applications, allowing a two-way link 
between an agent and a caller to enable "walking" through specific 
problems. If the connection software is not available on the caller's 
computer, it is automatically downloaded and installed by the MMACD server 
110. 
Calls to local call agents 120 are routed over local area network ("LAN") 
113. Calls to remote call agents 121 are routed via a data network 112, or 
a through direct data connection via ISDN (not illustrated). 
Caller 105, accessing the center via data connection 112, may be connected 
to agents 120 and provided .with a voice connection. Further, caller 105 
will have the ability to share applications and screens with the agent 
utilizing protocols such as T.120 and to view the agent and his actions 
via agent camera 126. 
In addition, callers equipped with video cameras 103 will also gain video 
access to agents 120, and a full video telephony session will be available 
together with all the communication means described above. 
All agents 120 and 121 are equipped with work station computers 125, 
telephone headsets 127 and cameras 126. Additionally, all agents 120 and 
121 have access to a database server 130. The database server 130 is 
accessed for purposes of running call center applications, storing and 
retrieving caller data, and providing information for the caller. MMACD 
server 110 also has access to the database server 130 for purposes of 
providing automated information via voice access, Interactive Voice 
Response ("IVR"), and/or data access via the WWW access. 
The plurality of callers can be equipped by the following configurations: 
Caller 104 is equipped with a telephone set only. This caller has audio 
only access to the center. 
Caller 100 is equipped with a personal computer and an integrated telephone 
headset (or equivalent speaker and microphone) 102. Caller 100 gains audio 
and data connection to the center via a modem or ISDN via PSTN utilizing 
protocols such as Point to Point Protocol ("PPP"). Optionally caller 100 
may be equipped with video camera 103. In this case, caller 100 will also 
gain video access. 
Caller 105 is similarly equipped, except he utilizes a different means of 
connection to data network 112, such as PPP over a modem connection or 
ISDN through direct hook-up to the network via a private line of a 
corporate backbone. 
EXAMPLE OF OPERATION: ACCESS FROM COMPUTER EQUIPPED WITH MULTIMEDIA AND 
CAMERA 
Callers 100 and 105 equipped with computer 101, an integrated telephone 
headset 102, and videocamera 103, access MMACD 110 either via a modem and 
PSTN 111 or via data network 112. When a call is answered by MMACD 110, a 
graphical access screen is displayed on the caller's computer. If 
possible, the caller's identity is determined from a data protocol or from 
a packet originating address, or if available, from authentication 
information carried by a protocol. The caller may further be asked to type 
his name and password. The caller then is requested to select a service 
and/or area of interest. An agent and/or agents or groups of agents are 
selected based on the caller identification and service and/or area of 
interest. If an agent is available to answer the call, the caller's data 
is sent via LAN 113 or data network 112 to agent workstations 120 or 121. 
A virtual data link is established between the caller and the agent. This 
link carries packets of multimedia information comprising voice, text, 
images, and video between callers 100 or 105 and agents 120 or 121. The 
caller and the agent can talk to each other, share screens, applications, 
and view each other and objects to which cameras 103 and 126 are directed. 
If an agent is not available, the call is placed in an appropriate wait 
queue, based on caller priority, type of service and/or area selected, or 
access priority. The caller is notified of the current average queue wait 
time, the number of callers ahead of him, and other relevant information. 
The caller is also presented with an option to browse multimedia 
information recorded on MMACD server 110 or other servers in the network. 
Once an agent 121 serving the appropriate queue becomes available, the 
caller is transferred via data network 112 to agent 121. If the caller 
selects not to wait for an agent or browse through the information, he may 
leave a multimedia (voice, text, or voice and image) message that will be 
later handled by an available agent. 
EXAMPLE OF OPERATION: ACCESS FROM COMPUTER NOT EQUIPPED WITH CAMERA 
Callers 100 and 105 equipped with a computer and integrated telephone, 
headset but not equipped with camera will be provided with all the 
functionality in the above example, with the exception that they will be 
able only to watch video and image information. 
EXAMPLE OF OPERATION: ACCESS FROM TELEPHONE SET 
Caller 104 makes a telephone call via PSTN 111 to the call center main 
telephone number. The call may arrive either via an analog telephone line 
or digital trunk. The call is answered by MMACD server 110. The caller 
hears voice prompts generated by the MMACD server 110 software, directing 
him to enter his identification, which is verified against a stored table. 
The caller may enter his identification using his telephone DTMF dial pad. 
The caller is further asked to select from the menu an area of interest. 
An agent or group of agents is selected based on caller identification and 
area of interest. If an agent is available to answer the call, the 
caller's data is sent via LAN 113 or data network 112 to agent workstation 
120 or 121. An audio path is then created between the caller and the agent 
by converting PSTN audio representation to compressed network packet 
format and transmitting the packets via LAN 113 or data network 112. 
Similarly, audio data packets arriving from agents 120 or 121 are 
converted to either analog or digital Pulse Code Modulation ("PCM") 
telephone formats. If an agent is not available, the call is placed in an 
appropriate wait queue based on caller priority, type of service, area of 
interest, or access priority. The caller is notified of the current 
average queue wait time, the number of callers ahead of him, and other 
relevant information. The caller is presented with the option to browse 
audio information recorded on the MMACD server 110. Once an agent 121 
serving an appropriate queue becomes available, the caller is transferred 
via data network 112 to agent 121. If the caller selects not to wait for 
an agent or browse through the information, he may leave a voice message 
that will be later handled by an available agent. 
FIG. 2 illustrates the main building blocks of the MMACD server illustrated 
as element 110 in FIG. 1. The MMACD server is based on a standard 
IBM-compatible Pentium or other comparable computer 201. Standard parts of 
computer 201 are a central processing unit ("CPU"), 32 Mbytes random 
access memory ("RAM"), a video card, and 1.2 Gbytes of Hard Disk storage. 
The MMACD operates on a Microsoft NT 3.51 Windows NT Advance Server 
operating system. 
The CPU communicates with a network adapter 202 such as an Intel 
EtherExpress 16TP via the bus 204. Network adapter 202 connects to an 
Ethernet backbone 211 (depicted as element 113 in FIG. 1) which carries 
all administration data as well as relevant multimedia information. 
Ethernet backbone 211 connects to an outside data network 220 such as the 
Internet, via router 210. An example of the router is the Cisco 500 CS. 
The router 210 is required for isolation of the server's internal network 
from outside influences. 
Via bus 204, the CPU also communicates with an analog telephone board 203 
such as the Dialogic D41ESC or digital telephone board such as the 
Dialogic D/240SC-T 1205 which interfaces to PSTN or PBX via analog trunks 
230 or digital trunks 232, respectively. 
Audio traffic arriving from PSTN is digitized by telephony board 203 and 
converted to a digital format such as Adaptive Differential Pulse Code 
Modulation ("ADPCM"). The digital signal is forwarded to CPU 201 for 
processing. CPU 201 packetizes the voice signals and places the voice 
packets on the Ethernet backbone 211 addressed to an appropriate agent. 
Audio signals generated by the agents are sent via Ethernet backbone 211 
to CPU 201 and forwarded to telephony board 203 where it is converted to 
analog or PCM formats in compliance with PSTN protocols. 
Modem multimedia data traffic arriving via PSTN and analog trunks 230 is 
routed to telephony board 203 for detection of the type of call. If 
recognized as a modem call, the CPU instructs an appropriate modem in 
modem bank 211 to accept the call utilizing PPP or Serial Line Internet 
Protocol ("SLIP"). Modem bank 211 contains a plurality of modems such as 
AT&T Dataport. In the event of a PSTN connection via digital trunk 231, a 
channel bank 212 such as Newbridge Mainstreet A4 channel bank, is required 
to convert from digital to analog format. All services available to 
callers calling via data network 220 are also available to callers calling 
via modem bank 211. 
Multimedia data traffic may also arrive via PSTN over ISDN trunks. This 
traffic is routed to Digital Telephony Board 205 capable of T1 (Digital 
Transmission Link with capacity of 1.544 Mbps) or ISDN PRI access. 
FIG. 3 illustrates the main building blocks of an Agent Work Station 
("AWS") illustrated as element 120 in FIG. 1. AWS is based on a standard 
IBM compatible Pentium or other comparable computer 301. Standard parts of 
computer 301 are the CPU, 16 Mbytes of RAM, a video card, and 1 Gbyte of 
hard drive storage. The workstation operates on Windows 95 or other 
comparable operating systems. 
The CPU communicates via bus 310 with network adapter 302 such as the Intel 
EtherExpress 16TP. Network adapter 302 connects to Ethernet backbone 311, 
illustrated as element 113 in FIG. 1, which carries all administration 
data as well as relevant multimedia information. 
Voice traffic is sent to audio-board 303 (such as the Acer S23) which 
connects to the telephone headset (or speaker and microphone) 308. The 
audio-board translates the digitized audio to an analog signal utilizing 
industry standard codecs such as Microsoft PCM, ADPCM or Group Special 
Mobile ("GSM") compression algorithm by the European Telecommunication 
Standards Institute, which are then played via the speaker of headset 308. 
Similarly, analog audio generated by the microphone of headset 308 is 
converted by the audio-board to a digital format utilizing, for example, 
the above-mentioned codecs. The resulting digital signal is packetized by 
computer 301 and forwarded to network adapter 302 to be sent to a caller. 
As an option, the outgoing signal can be modified by digital signal 
processing means utilizing voice morphing techniques to modify an agent's 
voice. 
Video traffic is routed to video capture board 305, such as Creative Labs 
Video Blaster SE100, where the data is decoded utilizing industry standard 
codecs such as Crystal Net SFM Codec (32) or NSVideo.TM. V2.1 Gray 8-bit 
included with a package such as Connectix VideoPhone for display on 
monitor 306. Similarly, video arriving from camera 309 is encoded, for 
example, by the above-mentioned codecs. Video data can consist of 
information such as caller and/or agent images or images of objects of 
interest that the caller and/or agent put in front of a camera. As an 
option, the outgoing video signal can be modified by digital signal 
processing means utilizing image morphing techniques to modify an agent's 
image. 
Standard video monitor 306, such as Samsung SyncMaster 17GLS, is used to 
display information about callers, wait queues, and database information 
related to the respective service to be provided by the agent to the 
caller. If the call is made from a computer, the agent can view the 
caller's computer screen. In the event a call is made from a terminal 
equipped with a camera, the agent can view the caller's image. All the 
information above appears in separate windows, which can be arranged by 
the agent according to his preferences. Keyboard and mouse 307, such as 
standard Microsoft keyboard and mouse, are used as input devices. 
FIG. 4 illustrates the main building blocks of a Remote Agent Work Station 
("RAWS"). This workstation is essentially the same as a local AWS, except 
that the RAWS connects to a data network 411 rather than to the AWS 
Ethernet backbone, which is illustrated as 311 in FIG. 3. 
FIG. 5 illustrates a distributed multimedia call center. A distributed call 
center consists of a plurality of geographically distributed 
self-contained multimedia call centers A and B illustrated as elements 501 
and 502. Call centers 501 and 502 connect to PSTN 511 via central office 
("CO") trunks 520 and 521, respectively. Call centers 501 and 502 also 
connect to a data network 510, such as Internet, via data connections 530 
and 531, respectively. Remote agents 503 are also connected to the data 
network 510. 
Calls arriving from telephone callers via PSTN 511 to call center 501, for 
example, are converted to compressed digital representation and then 
handled locally or transmitted via data network 510 to another call 
center, for example call center 502, or to remote agent 503. Audio signals 
generated by remote agent 503 or remote call center 502 are sent via data 
network 510 to the originating call center 501 and are converted to a 
PSTN-compatible signal back to the caller. The above-mentioned method is 
used in the case a PSTN transfer is not economical. In the event the two 
call centers are in the same calling area, call transfer is conducted via 
PSTN 511 and audio signals generated by remote agent 503 or remote call 
center 502 are transferred to the originating call center 501 via PSTN 
511. 
Multimedia calls arriving via data network 510 are routed to one of the 
call centers, for example call center 501, and are either handled by that 
center or forwarded to another call center, for example 502, or to a 
remote agent 503. Two types of transfer modes are possible. Method A, 
involves packets being readdressed and dispatched to their destination. 
Method B, if supported by the caller's software, involves the caller being 
directly reconnected to the new destination. Under method A, data packets 
arriving from the caller are re-addressed, but packets generated by any 
center or agent are sent directly to the caller. Under method B, all 
packets are transmitted and received directly by the parties. 
Distributed call centers 501 and 502 and remote agents 503 have the ability 
to share databases and other call center administration data. 
FIG. 6 illustrates a typical method of access to a call center by means of 
the Internet. At step 601, a caller connects to the Internet by means of 
WWW browser software and accesses a call center web page. The caller types 
in identification, service request information and presses or clicks 
requesting connection to a call center Agent as illustrated in step 605. 
If identification verification is required as in 610, access authorization 
is checked in 615. If the caller is not authorized to access the call 
center, an appropriate message denying access is displayed and the caller 
is disconnected, as illustrated in step 620. If the caller is authorized 
in 615, the call is handled at step 625. If verification is not required 
at step 610, the call immediately proceeds to step 625. At step 625, the 
call center queues database is updated with the information transmitted 
from the WWW page in 605. At step 630, the caller's identification and 
requested services information is analyzed and the caller is placed in an 
appropriate wait queue. The caller's computer communicates with the call 
center via connection software, configured as a browser helper module. 
Step 635 checks whether this connection software exists on the caller's 
computer and whether it is updated. If not, step 645 involves downloading 
this software or an update, to the caller's computer. If the software 
exists at step 635 or after it is downloaded at step 645, step 640 checks 
for the availability of an agent in the appropriate queue. If an agent is 
not available at step 640, wait information, such as the length of the 
queue and expected wait time, are displayed on the caller's computer at 
step 650. At step 655, the caller is placed on hold while waiting for an 
available agent. While holding, the caller can browse through information 
and screens available to him at the call center WWW site or the global 
Internet. 
While holding at step 655, the caller can also chat via text, voice, or 
voice and video with other callers on hold. Step 640 involves periodic 
checking whether an agent becomes available, and queue information is 
periodically updated in 650. Once it is determined in 640 that an agent is 
available, the caller is connected to that agent at 660. The connection 
can be voice, voice and data, or voice, video and data connection. 
FIG. 7 illustrates access to a call center by means of a modem. The caller 
in step 701 makes a connection using a Winsock Transmission Control 
Protocol/Interent Protocol ("TCP/IP") dialer or another dial up software 
to call into the call center via a modem. In 705 the call center provides 
access to its internal network as a private Internet access provider. The 
caller does not need to have an Internet account. In 710, an IP address is 
allocated to the caller and he is logged on the network. At step 715, the 
caller continues according to the method as described in FIG. 6. 
The above description and drawings are only illustrative of the preferred 
embodiments that achieve the objects, features, and advantages of the 
present invention and it is not intended that the present invention is 
limited thereto. Any modifications of the present invention which come 
within the spirit and scope of the following claims are considered part of 
the present invention.