Teknekron Infoswitch Corporation

Aspect Communications Corporation

E-Talk Corporation

David T McCalmont

Michael J Maloney

Bruce L Hitson

Glen Kazumi Okita

Suresh K Agarwal

Jon A Pattison

Paul A Vizard

Yiu Man Chan

Robert A Blatt

Michael D Hurd

Fung-Wah Lin

Margaret K Bodie

A system, method, and article of manufacture for editing visual primitives of a transaction flow used by a transaction processing system. A visual representation of a transaction flow containing visual primitives is accessed from a storage device by a digital computer. The visual primitives are then displayed on the visual display. The system then edits the visual primitives in a manner that provides for unrestricted placement of the visual primitives. A visual indicator is displayed if the transaction flow is incomplete. Alphanumeric text can be added to a visual primitive or placed elsewhere within the transaction flow. A connection is automatically established between a pair of visual primitives if the visual primitives overlap one another. Transaction flow templates can be selected and modified by the visual editing system.

Transaction flow editing tool

A system, method, and article of manufacture for displaying visual primitives of a transaction flow through a transaction processing system. A visual representation of a transaction flow containing visual primitives is accessed from a storage device by a digital computer. The digital computer is then used to display the visual primitives of the transaction flow an a visual display in a flexible manner. The visual primitives can be dynamically sized and may display properties of each visual primitive. Configuration information associated with the transaction flow is also shown on the visual display.

Visual design of workflows for transaction processing

A system and method for use in call center operations enables a customer service representative (CSR) to transfer a customer to a receiving CSR with selected data that describes the reason for the transfer. The receiving CSR receives the transferred customer call and the selected data and is able to continue efficiently handling the customer call. The system includes a number of CSR workstations each executing a telephony client in conjunction with a telephony server providing integration of customer data from a call center database and voice communication handled by an automatic call distributor (ACD). The telephony client includes a user interface for selecting a destination for transferring a customer call and one or more reason data element that describe the reason for transferring the call. The customer call is transferred by the ACD according to the selected destination. The telephony clients provides the reason data and a line identifier of the customer call to the telephony server. The ACD provides the telephony server with the extension of the CSR to whom the customer call is transferred, and a line identifier of the customer call. The telephony server matches the line identifier, which uniquely identifies the customer call, and forwards the reason data provided from the originating CSR to the receiving CSR at the destination extension.

System, method and user interface for data announced call transfer

A method and system permit monitoring of a call center agent or similar service representative in servicing calls in a call center using a variety of scheduling criteria. Monitoring schedules for the service representatives may be based on monitoring periods having scheduling criteria, such as a time interval, a scheduling rule, a number of calls, a monitoring length, a random indicator, call type information, agent performance level information, call traffic information, and others. The method and system record a customer call if the scheduling criteria of the associated monitoring period is met.

Method and system for monitoring call center service representatives

A method and system permit monitoring of a call center agent or similar service representative in servicing calls in a call center by logging sessions. The logged sessions may be selectively played back based on a number of scheduling criteria, including time interval, a scheduling rule, a number of calls, a monitoring length, a random indicator, call type information, agent performance level information, call traffic information, and others. The method and system plays back those portions of the logged sessions that meet the scheduling criteria.

A system is provided for transferring a voice component and a data component of a service call. The system includes a first call distribution circuit which receives a service call comprising a voice component. A first voice instrument and a first contact control server are coupled to the first call distribution circuit. The first voice instrument receives the voice component. The first contact control server generates a data component related to the voice component. A first workstation, coupled to the first contact control server, receives the data component. A second call distribution circuit receives the voice component in an ISDN-supported transfer call via a first communication path from the first call distribution circuit. The ISDN-supported transfer call specifies an identifier associated with the first voice instrument. The second call distribution circuit determines the identifier from the ISDN-supported transfer call. A second voice instrument and a second contact control server are coupled to the second call distribution circuit. The second voice instrument receives the voice component. The second contact control server receives the data component via a second communication path from the first contact control server. The second contact control server associates the data component and the voice component using the identifier. A second workstation, coupled to the second contact control server, receives the data component.

Method and system for transferring calls and call-related data between a

A method and system permit monitoring the performance of a call center agent or similar service representative in servicing calls in a call center by determining an interval within which to monitor the service representative's performance in responding to calls, as well as by determining a number of calls or length of time for monitoring the representative within the interval. The invention automatically and randomly determines the precise time within the interval for monitoring the agent for a pre-determined period of time or for a pre-determined number of calls and records the performance of the service representative at the automatically and randomly determined time with or without notification to the agent. The recorded performance may then be listened to and annotated by a call center supervisor. This provides the call center supervisor with an automated method and system for scheduling and monitoring the performance of call center agents or service representatives that is consistent and equitable among all monitored agents.

Method and system for automatically monitoring the performance quality

This invention permits transferring calls along with data that identifies, for example, the caller's name, pertinent account information, any transaction information acquired prior to the need to transfer the call and why the caller is being transferred between a plurality of call centers. The method and system of the invention, therefore, coordinate a voice component and a data component of a call to transfer the call from a first call center across a communication path such as a switching network to a second call center. The first call center includes the necessary network control circuitry to direct an associated switching network to transfer to the second call center the voice component of the call together with an identifier for uniquely identifying the call. The identifier may be generated using DNIS and/or ISDN protocol principles. The method and system also generate and direct a transfer screen from the first call center to the second call center. The unique identifier also attaches to the transfer screen. Using the unique identifier at the second call control center, the invention uses an automatic call distributor or similar routing device to route the voice component to an available customer service representative. The routing device then informs control circuitry of the second call center of the customer service representative's identity. Then the control circuitry sends the transfer screen to a workstation where the customer service representative may service the call with the aid of the transfer screen information.

A system for integrating a plurality of call center agent subsystem modules to assist a call center agent in efficiently responding to customer calls includes a workstation that has a central processing unit for interfacing the call center agent with a call distribution system. Within the workstation, there are a plurality of modules that are integrated in a way that significantly improves the call center agent's ability to provide completely responsive and efficient service to customers. The integrated modules of the present invention deliver at a single place under the control of the call center agent voice, data, and images by which the agent can completely service a customer call.

Method and system for integrating a plurality of call center agent

This invention permits transferring calls along with data that identifies the caller's name, pertinent account information, any transaction information acquired prior to the need to transfer the call and why the caller is being transferred between a plurality of call centers. The method and system of the invention, therefore, coordinate a voice component and a data component of a call to transfer the call from a first call center across a communication path such as a switching network to a second call center. The first call center includes the necessary network control circuitry to direct an associated switching network to transfer to the second call center the voice component of the call together with an identifier for uniquely identifying the call. The identifier may be generated using DNIS and/or ISDN protocol principles. The invention also generates and directs a transfer screen from the first call center to the second call center. The unique identifier also attaches to the transfer screen. Using the unique identifier at the second call control center, the invention uses an automatic call distributor to route the voice component to an available customer service representative. The call distributor then informs control circuitry of the second call center of the customer service representative's identity. Then the control circuitry sends the transfer screen to a workstation where the customer service representative may service the call with the aid of the transfer screen information.

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San Jose, CA, United States of America

David T McCalmont