Multimedia telecommunication automatic call distribution system

The present invention relates to multimedia telephony switching and routing. More specifically, it relates to call center automatic call distribution (ACD), in particular a geographically dispersed multimedia automatic call distribution system (MMACD) connected to multiple voice and data networks.

A call center is a business device that conducts a specific transaction with a calling customer by an agent or a group of sales agents by telephone. If one or more people are answering the same or similar types of calls, there is an opportunity to set up a call center.

In today's competitive world, companies need an advantage over other companies. Call center automation can have a beneficial effect if the business relies heavily on telephone transactions, regardless of the size of the business. That is, the call center provides a competitive business advantage by increasing customer satisfaction, increasing productivity and profitability, and reducing operating costs.

The present invention guarantees that a company can gain an advantage in competition by solving the problems caused by providing the multimedia telecommunications ACD system as follows. That is, a multimedia telecommunications ACD system allows access to a call center through multiple access methods, including simultaneous telephony of voice, data, and video (video), ensuring that agents are effective in multiple different geographic locations. It is transparently distributed, functions as a connection manager for callers in the data network, and automatically identifies callers.

The types of business that the call center can handle are virtually unlimited. That is, the call center can support the following operations. For example, sales operations including order acceptance, inquiries, and reservations, financial services including transfer of funds, credit card verification, and stock trading, event schedules, referral services, transportation schedules, and information including yellow pages. Support customer service such as service, technical support, on-site repair, and complaint handling.

However, despite these nearly myriad applications, existing ACD centers have some limitations.

One prominent problem with ACD is its lack of intelligence. That is, what is built into the ACD software is limited and inflexible intelligence. Inbound and outboud calls are routed based on circuit switching. Moreover, existing ACD centers are not accessible via multiple access means such as audio, data and video. Therefore, in order to maximize existing resources and utilize the latest technology, ACD manufacturers have recently introduced Computer Telephony (CTI). By integrating the Telephony Application Programming Interface (TAPI), Telephony Service Application Programming Interface (TSAPI), and other dedicated protocols through the Integration) standard, the system can be a third party call and call management system. I'm trying to open up to. In these third party incoming and outgoing call management systems, computer controls and functions are applied to the telephone. That is, by adding computer intelligence to a phone device that lacks intelligence, it provides the user with more information about incoming calls, as well as customer records for incoming and outgoing calls, as well as the needs of the caller. By also providing matching skill-based call routing and virtual or geographically distributed call centers, users can more effectively disseminate information over the telephone.

Another problem with current technology that integrates traditional telephone switching technology that utilizes circuit switching into information systems, or computers, is that this technology is not a cost-effective solution to telephone call and computer integration. is there. Moreover, current systems do not meet the desire to transparently distribute ACDs at different locations. Also, the current highest standards system does not support any new multimedia telecommunications standards, such as simultaneous telephony access to the center via voice, data, and video.

One recent trend in the ACD industry is to make call agents more efficient and productive, and ultimately to provide the best service to their customers on their first contact. Techniques such as automatic number identification (ANI), in which the caller's phone number is sent to the agent, give the agent the opportunity to access information about the caller from a collective database. State-of-the-art CTI technology plays an important role in helping businesses respond to industry trends, increase productivity, and reach customer service goals by linking traditional ACD to computers. There is.

In parallel with the development of ACD, there is an Internet Customer Service Center (ICSC) under development. These applications provide access to the World Wide Web (WWW) site, where you can easily obtain information related to customer service, such as order status or problem-solving advice. ICSC users use a WWW browser to search for the information they are looking for. The user can obtain information in the form of text, audio or video. In addition, the user can download the information to a computer data file. However, it is not possible to transfer data live to a customer service agent. Below are examples of patents that include various aspects of telecommunications over data and telecommunications networks.

U.S. Pat. No. 5,533,115 (Hollenbach et al.) Discloses an advanced ACD that provides information to callers over the public switched telephone network (PSTN). Incoming calls from customers are sent via the PSTN to intelligent peripherals, service control points and ACDs. In many cases, callers are required to provide information such as telephone numbers and account numbers in the queue. This information is used on the agent's terminal to access data records stored in the database shown to the agent. Agent stations have access to external telecommunications services, one of which is the Internet. Similarly, U.S. Pat. No. 5,546,452 (Andrews et al.) Sees a distributed central controller. ACD controlled by controller) is disclosed. However, neither Hollenbach et al. nor Andrews et al. Disclose an ACD capable of servicing multimedia callers. That is, only the agent station can access the Internet or wide area network. Therefore, neither Hollenbach et al. nor Andrews et al.'S patents solve the problem of allowing access to multimedia ACDs over the data network. Furthermore, neither Hollenbach et al. And Andrews et al. Patents teach or disclose the use of MMACD as a connection manager for callers from the data network.

US Pat. No. 5,500,859 (Sharma et al.) Runs on a personal computer and allows the user to select a variety of telecommunications features, including telephone calls, voicemail, fax telecommunications, and multimedia mail. It discloses a telecommunications system. However, Sharma et al.'S patent provides the challenge of providing a multimedia telecommunications ACD system that allows access to the call center by multiple means of access and the MMACD server that acts as the caller's connection manager from the data network. The problem has not been solved.

U.S. Pat. No. 5,384,771 (Isidoro et al.) Discloses a multimedia call configuration system. Ishidoro et al. Use object-oriented command sets to establish multimedia calls in broadband networks. One command set is associated with the call configuration and another is associated with the connection configuration. However, Ishidoro et al. Have not solved the problem of providing a multimedia telecommunications ACD system that enables access to a call center by multiple access means, but rather use various media within the same communication. Has established communication between multiple parties.

U.S. Pat. No. 5,546,324 (Palmer et al.) Discloses a video conferencing system used on data networks to communicate between terminals on the network. However, this Palmer et al. Patent is directed only to the transfer of video and audio data. Therefore, Palmer et al. Will provide a multimedia telecommunications ACD system that allows access to the call center by multiple means of access and an MMACD server that will act as a connection manager for data network callers. The issue has not been resolved.

U.S. Pat. No. 5,526,353 (Henley et al.) Discloses systems and methods for transferring voice data over packet-based networks. However, Henley et al.'S patent states that it provides a multimedia telecommunications ACD system that allows access to a call center by multiple means of access and an MMACD server that acts as a connection manager for data network callers. The issue has not been resolved.

U.S. Pat. No. 5,241,625 (Epard et al.) Discloses a system for sharing screens over heterogeneous networks. Similarly, US Pat. No. 5,473,680 (Porter) discloses application program interface methods and devices for managing multimedia communications between multiple communicators using different hardware systems and devices. However, both Epard et al. And Porter's patents have the challenge of providing a multimedia telecommunications ACD system that allows access to the call center by multiple means of access and as a connection manager for callers from data networks or modems. The challenge of providing a working MMACD server has not been resolved.

In view of the above issues, it is possible to access the call center by the following multimedia telecommunications ACD system, that is, multiple access means including simultaneous telephony by voice, data and video (video), and the call center can be accessed from the data network. There is a need for a system that provides an MMACD server that acts as a caller's connection manager, allows call agents to answer calls without the use of telephones, and ensures effective and transparent distribution of agents in different geographic locations. ing.

<patcit num="1"><text>U.S. Pat. No. 5,533,115</text></patcit><patcit num="2"><text>U.S. Pat. No. 5,546,452</text></patcit><patcit num="3"><text>U.S. Pat. No. 5,500,859</text></patcit><patcit num="4"><text>U.S. Pat. No. 5,384,771</text></patcit><patcit num="5"><text>U.S. Pat. No. 5,546,324</text></patcit><patcit num="6"><text>U.S. Pat. No. 5,526,353</text></patcit><patcit num="7"><text>U.S. Pat. No. 5,241,625</text></patcit><patcit num="8"><text>U.S. Pat. No. 5,473,680</text></patcit>

<p> The present invention allows access to a call center using multiple access means, including simultaneous audio, data and video (video) telephony, as well as efficient and transparent agents to various geographic locations. Provide a multimedia telecommunications ACD system that enables distribution to significantly improve the above problems.</p>

<p> The ACD system of the present invention uses an MMACD server that operates as a connection manager for a caller from a data network to automatically identify the caller. Therefore, an object of the present invention is to realize call center exchange using packet switching technology, thereby sharing the same packet data backbone not only for data but also for call forwarding and routing.</p><p> A further object of the present invention is to provide a video telephony between the caller and the agent of the call center. This feature is especially valuable when it is important to provide good quality services, such as using body language or giving a sense of intimacy. Video telephony allows the demonstration of specific products or maintenance activities. Similarly, call center agents can see customer behavior and reactions.</p><p> A further object of the present invention is to provide screens and applications shared by callers and agents. If the caller needs support for a software application, it would be very meaningful if the support agent could see the remote desktop. Therefore, it is an object of the present invention to provide this function as an integrated part of a multimedia call center.</p><p> A further object of the present invention is to provide the caller with the ability to access multimedia information online and transfer or retain electronic or voice messages to a live agent.</p><p> A further object of the present invention is to allow agents to intelligently route and queue calls. Therefore, the multimedia server has the ability to route calls to a particular queue based on the type of call, the range of target information selected by the caller, the caller's identity, and other relevant criteria. ing.</p><p> A further object of the present invention is to provide agents with intelligent routing of messages and additional functions to the queue to handle them.</p><p> A further object of the present invention is to integrate the Internet Customer Service Center described above into a call center so that callers / customers who visit an Internet site can be transferred to a live or automated agent.</p><p> A further object of the present invention is to provide automatic caller identification for more efficient service, proper call routing, access authentication and billing. Traditional methods use ANI information obtained from the telephone company for these purposes, or the caller authenticates himself by pressing the appropriate button on his phone and entering his identification number. I needed it. The above method is also used in the present invention, but in the present invention, the caller's network address (held by the network protocol) and / or account identification number and / or password, and / or encrypted. The electronic signature identifies the network caller.</p><p> Yet another object of the present invention is to provide an ACD center where agents can answer multimedia calls using only computers.</p><p> Other objects and effects of the present invention will be immediately apparent from the following descriptions and drawings illustrating the present invention.</p>

Here, the drawings with the same reference numerals are referred to for the same components. Figure 1 shows the interconnection of the main subsystems of the multimedia ACD and the connections from those subsystems to the network. The present invention provides access to a call center through a plurality of means of access. This access is made over multiple data networks through the PSTN or private branch exchange (PBX). PSTN access includes Plain Old Telephone (POTS) lines, Digital Trauks and Integrated Services Digital Network (ISDN), Basic Rate Interface (BRI) or Primary Rate. It is possible through Interface) (PRI). Data network access is available through various channels. For example, Internet access includes User Datagram Protocol (UDP), the newly introduced Real Time. Available using multiple possible Pentagon (DOD) protocols such as Protocol (RTP) and Resource Reservation Protocol (RSVP) or Frame Relay or Asynchronous Transfer Mode (ATM) protocols and networks. As shown in FIG. 1, the cloud-shaped portion 111 represents a PSTN or PBX network, and the cloud-shaped portion 112 represents the above-mentioned data network.

Multiple callers represented by components 100, 104, and 105 can access the MMACD server 110. The caller's identification is collated by the MMACD server 110, and the caller is optionally presented with a selection menu and then routed to multiple agents as shown in components 120 and 121. If none of the agents are available, the MMACD server puts the caller on hold. In the pending state, the caller continues to refer to the information and receives information on how many callers were in the queue before and their average wait time.

A routing algorithm that determines which caller is routed to which agent or agent group based on caller identification and / or agent skill and / or call priority is stored on the MMACD server 110. Executed by the server. Alternatively, the MMACD server may query the external database for routing information. The MMACD server 110 is equipped with appropriate management tools for programming such routing algorithms.

When the caller 104 accesses only the PSTN voice, the voice signal is converted into digital information by the MMACD server 110, and this digital information is compressed and packetized according to the DOD Internet Protocol (IP) standard. For voice-only access, the caller navigates the menu selection by listening to the voice menu and pressing a button on the caller's phone to send dual-tone multi-frequency (DTMF) tones. Navigation by voice recognition is also possible.

For data access via modem via data network 112, ISDN, or PSTN111, callers 101 and 105 can access MMACD server 110 using a WWW browser such as Microsoft Internet Explorer or Netscape Communications Navigator . The MMACD server 110 includes a WWW server such as a Microsoft IIS server. When connected to the MMACD110, the caller will be presented with the WWW home page. The menu is located on the WWW page. When the agent is ready to accept, the caller is directly connected to the agent using standard data communication protocols such as DOD IP. The MMACD server then acts as a connection administrator by supplying the caller's connection software with the IP address of the acceptable agent. The caller's connection software may be executed as a plug-in module of the above-mentioned Microsoft browser or Netscape Navigator or downloaded as an application.

If the caller's connection software is downloaded as an application, the caller will call this software upon request to connect to the call center's MMACD. A network connection is established with the MMACD when the caller's connection software is launched. MMACD interacts with the caller's connection software to give the caller any call center state information (text, graphics, audio, and video), including the caller's expected hold time information. Good) to provide. In addition to this, this information may include advertising and information on solutions to common problems.

Once MMACD establishes a connection between the caller and the agent, the caller's connection software is used to deliver instructions to the caller's phone application. Instructions such as call setup and end, chat start and end, whiteboard start and end, file transfer start and end, etc. are easily performed through this connection software. The caller's connection software also provides remote control of the caller's browser. This facilitates the ability to run collaborative browse applications, allows bidirectional connections between agents and callers, and allows them to "show" solutions to specific problems one by one. .. If the connecting software is not available on the caller's computer, the MMACD server will automatically download and install the software.

Calls to the local call agent 120 are routed through the local area network (LAN) 113. Calls to the remote call agent 121 are routed through the data network 112 or through a direct data connection via ISDN (not shown).

The caller 105 who accesses the center via the data connection 112 is connected to the agent 120 and can communicate by voice. Further, the caller 105 can share the application and screen with the agent using a protocol such as T.120, and the agent and the operation of the agent can be seen through the agent camera 126.

In addition to this, the caller with the video camera 103 also has video access to the agent 120 and can use the full videophone session with all the means of communication described above.

All agents 120 and 121 include a workstation computer 125, a telephone terminal 127, and a camera 126. In addition, all agents 120 and 121 have access to the central database server 130. The database server 130 is accessed for the purpose of executing call center applications, storing and retrieving caller data, and providing information to callers. The MMACD server 110 also has access to the central database 130, providing voice access, automatic information via interactive voice response (IVR), and / or data access via WWW access. To do.

The plurality of callers may have the following configurations.

The caller 104 comprises only a telephone. This caller has voice-only access to the center.

The caller 100 includes a personal computer and an integrated telephone. Caller 100 can make voice and data connections to the center via protocols such as Point to Point Protocol (PPP) via modems, ISDN, and PSTN. The caller 100 may optionally include a video camera 103. In this case, the caller 100 can also access the video.

The caller 105 has something similar, but with a different means of connecting to the data network 112, such as a PPP connection over a modem or ISDN that connects directly to the network via a private line on the corporate backbone. Such as a line.

Example of operation: Access from a computer equipped with multimedia and a camera Callers 100 and 105 include a computer 101, an integrated telephone 102, and a video camera 103 to access the MMACD 110 via a modem and PSTN 111 or via a data network 112. When the MMACD110 answers the call, a graphical access screen is displayed on the caller's computer. The caller is identified from the data protocol, from the address that issued the packet, if possible, or from the authentication information transmitted by the protocol, if available. In addition, the caller may be instructed to enter his or her name and password. The caller is then asked to select a service and / or scope of interest. Agents and / or groups of agents or groups of agents are selected based on the caller's identification and service and / or scope of interest. If the agent is able to answer the call, the caller's data is sent to agent workstation 120 or 121 over LAN 113 or data network 112. A virtual data link is established between the caller and the agent. This link transmits packets of multimedia information, including audio, text, images, and video footage, between the caller 100 or 105 and the agent 120 or 121. Callers and agents can talk to each other, share screens and applications, and see each other what the cameras 103 and 126 are aimed at.

If the agent is unable to answer, the call is placed in the appropriate queue based on the caller priority, the service and / or area of interest type selected, or the access priority. Callers are notified of the average wait time in the current row, the number of callers waiting in front, and other relevant information. The caller is also offered the option of referencing multimedia information recorded on the MMACD server 110 or other servers on the network. Once the agent 121 servicing the appropriate queue is ready to respond, the caller is connected to the agent 121 via the data network 112. If the caller chooses not to wait for the agent's response or refer to the information, he / she can leave a multimedia (voice, text, or voice and image) message, which will later be answered by the responding agent. To process.

Example of operation: Access from a computer that does not have a camera Callers 100 and 105, who have computers and integrated telephones but do not have a camera, can use all the features of the above example, but can only see video footage and image information.

Operation example: Access from a telephone Caller 104 calls the call center's main telephone number via PSTN111. This call can be received on either an analog telephone line or a digital line. The MMACD server 110 answers this call. The caller hears a voice message generated by the software of the MMACD server 110 instructing the input of the identification information. This identification information is collated against the stored table. The caller can input the identification information using the DTMF dial pad of the telephone. In addition, the caller is required to select the target area of interest from the menu. One agent or group of agents is selected based on the caller's identification information and the target area. If the agent is able to answer the call, the caller's data is sent to agent workstation 120 or 121 over LAN 113 or data network 112. Here, by converting the PSTN voice information into a compressed network packet format and transferring this packet via LAN 113 or data network 112, a voice communication path is generated between the caller and the agent. .. Similarly, voice data packets from agents 120 or 121 are converted to analog or digital pulse code modulation (PCM) telephone format. On the other hand, if the agent is unable to answer, the call is placed in the appropriate queue based on the caller's priority, service type, coverage, or access priority. The caller is informed of the current average waiting time, the number of callers waiting in front, and other relevant information. The caller is presented with the option of referencing the voice information recorded on the MMACD server 110. When the agent 121 with the appropriate queue becomes responsive, the caller is transferred to the agent 121 via the data network 112. If you wait for the agent or do not choose to see the information, the caller leaves a voice message, which the responsive agent handles later.

FIG. 2 shows a major block diagram of the MMACD server shown as component 110 in FIG. The MMACD server is a standard IBM Compatible Pentium® or equivalent computer 201. The standard parts of computer 201 are a central processing unit (CPU), 32 megabytes of random access memory (RAM), a video card, and 1.2 gigabytes of hard disk storage. MMACD runs on the Microsoft NT 3.51 Windows® NT Advanced Server operating system.

The CPU communicates with a network adapter 202, such as the Intel Ether Express 16TP, via bus 204. The network adapter 202 is connected to an Ethernet backbone 211 (shown as element 113 in FIG. 1) that carries relevant multimedia information as well as all management data. The Ethernet (registered trademark) backbone 211 is connected to an external data network 220 such as the Internet via a router 210. An example of this router is the Cisco 500CS. Router 210 is needed to isolate the server's internal network from external influences.

The CPU also communicates with an analog telephone board 203 such as the Dialogic D41ESC or a digital telephone board such as the Dialogic D / 240SC-T1205 via the bus 204. The analog and digital telephone boards are interfaced to the PSTN or PBX via analog line 230 or digital line 232, respectively.

Voice traffic coming from the PSTN is digitized by the Telephony Board 203 and further converted to a digital format such as Adaptive Differential Pulse Code Modulation (ADPCM). This digital signal is sent to CPU 201 for processing. The CPU 201 packetizes this voice signal, addresses an appropriate agent, and sends this voice packet to the Ethernet (registered trademark) backbone 211. The audio signal generated by the agent is sent to CPU 201 via Ethernet® backbone 211 and then to telephony board 203, where it is converted to analog or PCM format according to the PSTN protocol.

Modem multimedia data traffic coming in via the PSTN and analog line 230 is routed to the telephony board 203 to detect the call type. When recognized as a modem call, the CPU instructs the appropriate modem in modem bank 211 to accept the call using PPP or Serial Line Internet Protocol (SLIP). Modem Bank 211 contains multiple modems, including AT &amp; T's data port. For PSTN connections via digital line 231, channel banks 212, such as the Newbridge Mainstreet A4 channel bank, are required for conversion from digital to analog format. All services available to callers calling through data network 220 are also available to callers calling through modem bank 211.

In addition, multimedia data traffic can also be entered over the ISDN line via the PSTN. This traffic is routed to a digital telephony board 205 with T1 (digital transmission line with a capacity of 1.544 Mbps) or ISDN PRI (primary group interface) access.

Figure 3 shows the main block diagram of the agent workstation (AWS) shown in element 120 in Figure 1. AWS is a standard IBM compatible Pentium® or equivalent computer 301. The standard parts of the computer 301 are a CPU, 16 megabytes of RAM, a video card, and 1 gigabyte of hard disk storage. The workstation runs on Windows® 95 or other comparable operating system.

The CPU communicates with a network adapter 302 such as the Intel EtherExpress 16TP via bus 310. The network adapter 302 is connected to an Ethernet backbone 311 (shown as element 113 in FIG. 1) that carries relevant multimedia information as well as all management data.

Voice traffic is sent to an audio board (such as the Acer S23) 303 connected to the telephone handset (or headset and microphone) 308. The audio board uses industry standard codecs, such as Microsoft PCM, ADPCM, or the Group Special Mobile (GSM) compression algorithm by the European Telecommunications Standards Institute, to convert digitized audio to analog signals, which is the speaker head. Played on set 308. Similarly, the analog audio produced by the headset 308 microphone is converted to digital format by the audio board, for example using the codecs described above. The resulting digital signal is packetized by computer 301, transferred to network adapter 302, and sent to the caller. Optionally, voice morphing technology can be used to modify the output signal by digital signal processing means to change the agent's voice.

Video traffic is routed to a video capture board 305, such as the Creative Labs Video Blaster SE100, where the NSVideo V2.1 Gray 8-bit included in packages such as the Crystalnet SFM Codec (32) or Connectix Video Phone, etc. The data is decrypted using an industry standard codec and displayed on monitor 306. Similarly, the image obtained from the camera 309 is encoded by, for example, the above codec. The video image data is composed of information such as an image of at least one of the caller and the agent, or an image of an object placed by at least one of the caller and the agent in front of the camera. Alternatively, image morphing technology can be used to modify the output video signal by digital signal processing means to alter the agent's image.

A standard video monitor 306, such as Samsung's SyncMaster 17GLS, is used to display information about the caller, queue, and database information about each service provided by the agent to the caller. To. When a call is generated from a computer, the agent can see the caller's computer screen. If the call is generated from a terminal equipped with a camera, the agent can see the image of the caller. All of the above information appears in multiple separate windows that can be placed according to the settings for each agent. Keyboards such as standard Microsoft keyboards and mice and mouse 307 are used as input devices.

Figure 4 shows the main block diagram of a remote agent workstation (RAWS). This workstation is virtually the same as local AWS, except that: That is, the RAWS is connected to the data network 411 rather than the AWS Ethernet (registered trademark) backbone shown in 311 in FIG.

Figure 5 shows a distributed multimedia call center. The decentralized call center consists of a plurality of geographically decentralized self-contained multimedia call centers A and B, represented as elements 501 and 502. Call centers 501 and 502 are connected to PSTN511 via central office (CO) lines 520 and 521, respectively. Call centers 501 and 502 are also connected to a data network 510 such as the Internet via data connections 530 and 531 respectively. The remote agent 503 is also connected to the data network 510.

Calls received from a telephone caller via PSTN511, for example to call center 501, are converted to compressed digital format and processed locally or separately via data network 510, for example, call center 502. Sent to call center 502 or remote agent 503. The voice signal generated by the remote agent 503 or the remote call center 502 is sent to the call center 501 of the calling source via the data network 510, converted into a PSTN-compatible signal, and returned to the caller. The above method is used when PSTN transfer is not economical. If the two call centers are in the same call area, call transfer is done via PSTN511 and the audio signal generated by the remote agent 503 or remote call center 502 is via PSTN511 to the calling center 501. Transferred to.

Multimedia calls obtained over the data network 510 are routed to one of the call centers, eg, call center 501, and either processed by that center or sent to another call center, eg, 502, or remote agent 503. Here, two types of transfer modes are possible. Method A re-addresses and forwards the packet to that destination. Method B allows the caller to reconnect directly to the new destination if supported by the caller's software. In method A, the data packet from the caller is readdressed, but the packet generated by either center or agent is sent directly to the caller. In method B, all packets are sent and received directly by the communication partner.

The distributed call centers 501, 502 and remote agent 503 have the ability to share databases and other call center management data.

Figure 6 shows a typical way to access a call center via the Internet. In step 601, the caller connects to the Internet through WWW browser software and accesses a call center web page. As shown in step 605, the caller types in the identification and service request information and requests a connection to the call center agent by pressing or clicking a button. When verification of identification information is requested as in step 610, access is authenticated in step 615. If the caller's access to the call center is not authenticated, the caller is disconnected with an appropriate message denying access, as shown in step 620. If the caller is authenticated in step 615, the call is processed in step 625. If authentication is not required in step 610, the call goes directly to step 625. At step 625, the call center queue database is updated with the information sent from the WWW page in step 605. In step 630, the caller's identification information and the requested service information are analyzed and the caller is placed in the appropriate queue. The caller's computer communicates with the call center via connection software configured as a browser helper module. At step 635, it is checked if this connection software is present on the caller's computer and if it has been updated. If this result is negative, in step 645, the software is downloaded to the caller's computer or the software is updated. On the other hand, if the software is present in step 635, or after the software download in step 645 is complete, in step 640 it is checked whether the agent is responsive to the appropriate queue. If the agent is unresponsive at step 640, queue length and expectation Waiting information, such as waiting time, is displayed on the caller's computer in step 650. At step 655, the caller is put on hold and waits for a respondable agent. On hold, the caller may refer to available information or screens on the call center's WWW site or the Global Internet.

During the hold in step 655, the caller may also chat with other callers on hold by text, voice, or voice and video. Step 640 includes a periodic check to see if the agent is responsive, and the queue information is periodically updated in step 650. If the agent is determined to be responsive in step 640, the caller is connected to the agent in step 660. This connection can be made by audio only, audio and data, or audio, video image, and data.

Figure 7 shows a modem accessing the call center. In step 701, the caller uses WinSock TCP / IP (Transmission Control Protocol / Internet Protocol) dialer or other dial-up software to connect the call to the call center via a modem. In step 705, the call center, as a private internet access provider, provides access to its internal network. The caller does not need to have an internet account. In step 710, an IP address is assigned to the caller and the caller logs on to the network. In step 715, processing for the caller continues according to the method shown in FIG.

The above description and drawings merely illustrate preferred embodiments that achieve the objectives, properties and effects of the present invention, and the present invention is not limited thereto. Therefore, any modification of the present invention within the scope of the following claims is considered as a part of the present invention.

<figref num="1">It is a block diagram which showed the main subsystem of this invention and the connection of these subsystems to a network.</figref><figref num="2">It is a block diagram which showed the main component of MMACD server 110 of FIG.</figref><figref num="3">It is a block diagram which showed the main component of a general agent workstation.</figref><figref num="4">FIG. 5 is a block diagram showing the main components of a typical remote agent workstation 125 shown in FIG.</figref><figref num="5">It is a block diagram which shows the interconnection of distributed call centers.</figref><figref num="6">It is a flowchart which showed the access method to a call center from the Internet.</figref><figref num="7">It is a flowchart which shows the method of accessing a call center by a modem.</figref>

Code description

110 servers, 112 data networks, 120 agents.