WO2000072535A1

WO2000072535A1 - Enterprise contact server with enhanced routing features

Info

Publication number: WO2000072535A1
Application number: PCT/US2000/014058
Authority: WO
Inventors: Raymond G. Goss
Original assignee: Mci Worldcom, Inc.
Priority date: 1999-05-24
Filing date: 2000-05-22
Publication date: 2000-11-30
Also published as: AU771695B2; EP1180288A1; EP1180288A4; JP2003500929A; AU5038500A; BR0010933A; CA2374329A1; MXPA01012024A

Abstract

The present invention is an Enterprise Contact Server (100) that enables customers to submit call-back requests to agents (13) located at any one of a plurality of call centers (116) via the Internet (32), or virtually any other communications technology available.

Description

E_NTE_RPRISE CONTACT SERVER WITH ENHANCED ROUTING FEATURES

The present invention relates to data communications, and more particularly, to an enhanced customer to company call center communications system in the telecommunications industry.

In the telecommunications industry, call centers are used to provide customer and operator services for business clients. Traditionally, customers of these business clients place a phone call to a toll-free telephone number to reach a call center customer service agent. They are then served over the phone. Often, because of the limited number of agents at a call center and the large number of calls, a customer's call is placed in a queue until an agent becomes available.

COS-98-011 -1- _Many customers in the telecommunications industry interact with the Internet and World Wide Web, and use the Web for a variety of business services. -7his presents a business opportunity to interact with customers who are familiar with browsing the Web, by presenting to the customer a Web site and an opportunity to interact with the telecommunica ions company. However, the World Wide Web is not an interactive media, and is primarily composed of many static HTML pages at any given Web site. The customers browsing the Web site may have a need to speak with a customer service agent, either with respect to the Web site and information posted there, or with respect to their transactions with the telecommunications company. Many companies, including telecommunications companies, maintain call centers to interact with their customers. These call centers may provide order entry clerks for new orders, billing services for resolving problems with invoices, shipments or returns, technical support, and trouble ticketing for customers having a high volume of transactions with the company.

However, given the volume of customer calls, and the company resources available to respond to the calls; most calls to the call center are placed on hold by an automatic call director ("ACD") , and the initial customer interaction is with an interactive voice response unit ("VRU") , which is primarily intended to direct the call to

COS-98-011 -2- the proper agent, and is not programmed to answer a customer's questions. This frequently leads to aggravated customers who are unable to resolve their concerns in a timely manner. The only means presently available to contact a company call center agent and not be placed on hold, is to place a telephone call and submit a call-back request via the telephone, or to send an e-mail request to the "web master" of the Web site. Current Web services do not allow call-back requests to be submitted via the Web or other interactive means.

The present invention is directed to a call routing system for a Network/enterprise that enables routing of messages, calls, and data between call centers distributed throughout a Network/enterprise. The call routing system for a Network/enterprise particularly invokes a method of locating and reserving skilled agents in one of a plurality of remote centers before initiating a call transfer or conference. Routing of messages, calls, and data between call centers distributed throughout the Network/enterprise is particularly enabled by implementing routing algorithms based on agent skills, agent availability, workflow states, and load balancing to determine the route path. The call routing system may be

COS-98-011 - readily integrated with existing ACDs, as well as email, Voice/video over IP, the 11.323 Gateways/Gatekeepers, URL push services, and other distributed communication systems. Particularly, the present invention is directed to improvements to the telecommunications call center architecture described in co-pending U.S. Patent application Serial No. 08/976,162 assigned to the assignee of the present invention, and incorporated by reference herein. In the telecommunications call center architecture, an Enterprise Contact Server is provided which enables enterprise-level processing and routing of both contact requests and inbound calls originating from any communications source, e.g., standard PSTN telephony, IP telephony, the Web, and other HTTP means. "Enterprise-level processing and routing" means that agents at any of a plurality of call centers having a Center Contact Server, may receive a contact request from a customer, and fulfill that request by placing a contact to the customer. Λ single means for placing contact requests, such as a Web page link or a telephone number, can be used to place contact requests that are supported by the plurality of call centers.

Particularly, each Enterprise Contact Server performs the following functions: 1) it communicates with each call center Contact Server; and, 2) it tracks the states and availabili ies of resources (e.g., agents) at each of a plurality of call centers. Specifically, each

COS-9Θ -011 -4- Center Contact Server sends event messages to the Enterprise Contact Server to continuously update the Enterprise Contact Server with current states and availability data. When a contact request is received, the Enterprise Contact Server determines and selects an available qualified agent among the agents at the plurality of call centers, and then sends the contact request to the Center Contact Server that supports the selected agent.

Advantageously, the present invention can also be used to route inbound calls, i.e., those calls made to a call center via the PSTN, the Internet or other IP telephony network, or virtually any communications means, throughout the network, with the same systems architecture as used on processing and routing contact requests. That is, contact requests are treated as inbound calls, and the same systems architecture, including the Enterprise Contact Server and plurality of call center Contact Servers, is used to process and route both. ^:-^'

COS-9Θ-011 -5- Figure 1 is a diagrammatic illustration of the logical communications network architecture implementing the enterprise contact server of the present invention.

Figure 2 is a diagrammatic illustration of a physical network architecture, illustrating one possible implementation of the logical architecture of Figure 1.

Figures 3 (a) -3(c) together comprise a flowchart illustrating a process for performing enterprise-level routing of a contact request using the Enterprise Contact Server of the invention.

Figures (a) -4(b) illustrate the process for placing, processing, and routing inbound calls via the PSTN, or other similar communications means for placing an inbound call.

Figure 5 is a diagrammatic illustration of the Enterprise Contact Server of the present invention and the components with which it interacts. Figure 6(a) illustrates an exemplary architecture of an enterprise "Click- ' n-Connect" system 440.

Figure 1 is a representative illustration of a sample HTML web page which enables a call back request.

COS-98-011 Commonly owned and co-pending U.S. Patent No. 08/976,162, describes a computer system called a Contact Server, integrated within a novel telecommunications system architecture, that allows customers to place contact requests to a call center by any available communications means, including the Internet, and to receive contacts from an agent by any available communications means. By the reason that requests can be placed by means other than via a telephone network, these requests are interchangeably referred to herein as "contact requests" or "call-back requests." For instance, the methodology described captures contacts by an agent other than a call, but rather a contact such as an HTTP session, for example. The Contact Server described in U.S. Patent No. 08/976,162 is used to provide "contact services" for customers separate from, in addition to and in conjunction with any call back services provided by ACD and VRUs. The Contact Server may also receive contact requests directly from customers over an IP network from web server, and distribute requests to qualified agents at agent work stations at the call center:

The contact server may also reserve qualified agents for specific types of problems in order to fulfill the callback request. In the manner described in U.S. Patent No. 08/976,162, customers submit call-back requests via the

COS-98-011 -7- Internet, an Intranet or other comparable IP network, and agents may fulfill those requests by placing outbound calls to the customers via the ACD and PSTN.^" However, the Contact Server is designed to manage call-back services in a manner that is independent of the communications networks used. These call back services may include other methods of receiving and fulfilling call-back requests such as Internet voice telephony, Internet video, chat or e-mail communications . The call center contact server also facilitates communications with other data sources, such as a data base server, or other data resources, such as a company main frame. These data sources include components such as database servers that store and serve data specific to whatever applications and services are provided by the call center. For example, one implementation of the Contact Server and call-back service is to enhance a service that enables external customers of the company to view any trouble tickets over the Internet or IP network by accessing a trouble ticket database. Alternately, the Contact Server may access a company main frame system which provides problem identification services for customers.

The present invention is directed to communications systems architecture employing an Enterprise Contact Server that enables the routing of messages, calls, and data between and among multiple call centers distributed throughout a network/enterprise. Λs will be

COS-98-011 -8- described, the Enterprise Contact Server 100 in conjunction with a communications systems architecture 101 provides contact services to customers over virtually any communications means, e.g., PSTN and the Internet. To place a contact request or an inbound call, a customer may use the standard telephone connected to the PSTN, a PC with an IP telephony application connected to the Internet for placing IP calls. or a PC with a Web Browser for interfacing with the Web. The Internet is another communications means for providing contact requests, and for providing contacts such as described in the patent U.S. Patent No. 08/976,162. However, the exception is that contact requests that are collected by an Intranet Web Server are sent to the Enterprise Contact Server, rather than a call center contact server.

The figurative diagram of Figure 1 and the corresponding preferred physical architecture diagram of Figure 2 both illustrate the communications system architecture 101 employing the Enterprise Contact server 100 of the invention. Such a communications system architecture 101 and enterprise contact server 100 provides enhanced enterprise-level call routing and contact request service for calls initiated from the public Internet 32 or public switched telephone network 20 to any of a plurality of call centers 11a, llb,..,lln. -

As shown in Figure 1, there is illustrated -a single call center 10 having the following components: 1)

COS-98-011 -9- an Automatic Call Distributor 12 ("ACD") which provides a telephony switching means that interfaces with a public switched telephone network ("PSTN") 20 via voice trunks 22 for inbound and outbound telephone calls, queues inbound calls, and distributes inbound calls among the plurality of agents; 2) a call center Contact Server 28 that supports resources (e.g., agents) at the call center in the manner such as described in above-mentioned, co-pending U.S. Patent Application No. 08/976,162; 3) one or more agent workstations 14 including a Personal Computer (PC) running customized communica ions and browser software and capable of receiving call data from the Contact Server 28, and interfacing with the Internet for IP telephony sessions and collaborative HTTP sessions over the Web; 4) one or more agent telesets 13 used for telephone calls over the PSTN 20 via the ACD 12; 5) a Computer/Telephony Interface ("CTI") Server 18, such as the "TServer" product offered by Genesys Corporation, that is connected to a CTI port of the ACD 12 via link 26 and which provides event data received at ACD to computers such as the agent workstations, VRUs, and the call center Contact Server 28; and 6) a LAN 11 (corresponding to the labeled "Call Center A") that provides data connectivity among the various components of the call center 10. Data interfaces to the ACD are provided by the CTI server.

Additionally, associated with the call center 10 is an Enterprise Voice Response Unit ("VRU") 16 that run^'s

COS-98-011 -10- specialized interactive voice response ("IVR") applications for providing automated customer and operator services for callers. As shown in_. Figure 1, the VRU 16-has a separate voice link 24 to the PSTN 20 to enable direct connection to the call center LAN 11a to forward call data to the Center Contact Server 28. In this configuration, any calls received over the PSTN 20 can be routed to any ACD at any call center. Although Figure 1 depicts a single Enterprise VRU 16 associated with a single call center, it is understood that one Enterprise VRU can be used for the plurality of other call centers. If the architecture is such that an Enterprise VRU is located with each call center, then the Enterprise VRU is directly connected to the call center LAN; otherwise, a WAN can be used. ^• Furthermore, there is provided a database server 34 representing and embodying all databases related to the contact or call-back service at the local call center level including: call-back request database in which call-back requests are stored and queued, agent state tables, and agent skills tables at the call center level.

As shown in Figure 1, each respective call center LAN 11a, llb,..,lln is connected by a respective WAN 34a, 34b, ..,34n to a centralized Data Center LAN 31 to enable data transactions with the Enterprise Contact Server 100 of the invention. As a consequence, each Enterprise VRU 16 is also connected to the Data Center 31 via the WAN. In the embodiment shown in Figure 1 in which there is one

COS-98-011 -H- Enterprise VRU 16 per call center, a call to a particular Enterprise VRU 16 can be routed to any call center to reach an available qualified agent via the data center LAN 31.

In the preferred embodiment, the Enterprise Contact Server 100 is a computer running specialized software to enable enterprise-level routing of contact requests, so that agents at a plurality of call centers can fulfill customers' contact requests from a single source (e.g., Web page) or to a single telephone number. In accordance with the invention, each center Contact Server 28 constantly sends event messages to the Enterprise Contact Server 100 which event messages are used by the Enterprise Contact Server 100 to track the current states and availability of each resource (agent) across the enterprise. As shown in Figures 2 and 3, the Enterprise Contact Server 100 interfaces with a database 134 that includes: skill tables that identify the particular skill profile of each agent; and state tables that identify the current state of each agent. When a contact request is placed by a customer, it is sent to the Enterprise Contact Server 100 which first queries its skills tables to determine a qualified agent. When a qualified agent is found, the Enterprise Contact Server 100 then queries the state tables with the qualified agent i.d. to determine if that agent is currently available. If the qualified agent is not available, the Enterprise Contact Server finds another qualified agent. It then sends the contact request

COS-98-011 -12- data to the appropriate center Contact Server 28 that supports the call center at which the selected agent is located. —

Preferably, standard mid-range computers, such as DEC Alpha 4100 or 8400 servers, can be used for the

Enterprise Contact Server 100, Database Server 134, as well as Intranet Web Server 130, Firewall Server 140, and other data sources 136 as will be described.

To enable the enhanced enterprise-level routing functionality, the communications system architecture 101 is further provided with an Enterprise Router 105 functioning as an intelligent call router ("ICR") which is a computer application that provides intelligent routing of inbound calls, e.g., in the manner as described in commonly assigned, co-pending U.S. Patent Application No. 08/796,840. Particularly, the Enterprise Router 105 receives call routing requests, i.e., data messages, generated for an inbound call received on a PSTN switch, and processes the request to determine where to route the call. Based on real-time state and availability data received by call centers, the ICR selects an available qualified destination (e.g., agent) to which to route the call. In the preferred embodiment, the Enterprise Router 105 is an application distinct from the Enterprise Contact Server, such as shown in Figure 2, and is embodied as a distinct software application and database that resides on another computer (different than the Enterprise Contact

COS-98-011 -13- Server 100) . In this embodiment, the Enterprise Contact Server interfaces with the Enterprise Router via an API 110 to enable the use of different types and vendors' offerings of an Enterprise Router. Alternately, the Enterprise router 105 may be a distinct software application and database that resides on the same computer as the Enterprise Contact Server or, it can be integrated with the Enterprise Contact Server application as a process or sub-system. As will be described, the Enterprise Router 105 provides enhanced functionality by enabling a call to be first routed to a VRU using only the DAP which routes all calls for a single number to the VRU . At the VRU an IVR application collects information from the caller which is used by the Enterprise router to further resolve routing. In this manner, an enterprise can use the same telephone number for multiple services and differs from the prior art implementations in which calls are first routed by an ICR based only on the data generated by the call', e.g., DNIS, ANI, time of day, day of week, etc., and wherein the call is only sent to a VRU if it needs to be queued. ^:

As further shown in Figure 2, a Web/Intranet

Server 130 is also provided to support each of the business' Web sites, along with Java applications for use with the present invention. As described herein, at least one process is provided, embodied by a Java application on the Web Server, that receives contact requests submitted by

COS-98-011 -14- a customer over the Web and sends these contact requests to the Enterprise Contact Server 100 for processing.

The Firewall server 140, is a collection of components comprising a Data Management Zone ("DMZ") that provides a secured interface to the Data Center LAN 31 for public Internet users. It has an identical Web/Intranet Server process running on it; and it is from this Web Server (on the Firewall Server 140) that the Java applets are downloaded to the customer PC and web browser 42. Identical Java applets are downloaded to agent workstations 14 from the Web Server 130.

A Network CTI Server (such as Genesys ' Network TServer) 118 is similar to a call center's CTI Server 18, except that its application is extended to the enterprise level. As shown in Figure 1, unlike the call center CTI Server 18, the Network CTI Server 118 receives call routing requests from a data access point 125 ("DAP") via a 800 Gateway interface component 130 and distributes these requests among a plurality of call center CTI Servers. The 800 Gateway component 130 particularly provides a data interface to the DAP for external call processing systems such as described in co-pending U.S. Patent Application No. 08/796,246, the contents and disclosure of which is incorporated by reference as fully set forth herein. More particularly, for routing inbound calls, the PSTN uses the DAP 125 which provides for basic call routing for special service numbers. When a PSTN switch receives a call, it

COS-98-011 -15- issues to the DAP a service request message which the DAP processes to determine a destination to which to route the call. Typically, the number is based on at least the dialed number and other data, e.g., ANI, time of day, day of week, etc.. The enterprise router 105, which is a form of an ICR, provides more enhanced call routing based on real-time data received from the call centers.

The Data Center 31 is a LAN that provides data connectivity among the Web Server 130 and Internet 32 (via the DMZ), Enterprise Contact Server 100, Network CTI Server 118, and the plurality of Call Centers "a"-"n". Specifically/ the data center LAN 31 is connected to each call center 11a, llb,..,lln by respective call center WANs 34a, 34b,.., 34n to provide a physical interface among the Enterprise Contact Server 100 and each Center Contact Server 28. Figure 2 illustrates one possible physical implementation of the logical architecture of Figure 1 having a first Ethernet LAN 11a and a second Ethernet LAN 31 which provides data connectivity among the various computer components of the call center 10 described with respect to Figure 1.

The intranet server 166 embodied as a Web Server 130, supports the Web site and TCP/IP communications for whatever services are being supported by the call center, such as the Web site that allows customers access to a trouble ticket database maintained on data base server 37.

COS-98-011 ■16- A customer, generically illustrated at 42 in Figures 1 and 2, who desires to make use of the invention will normally have a Personal Computer fPC) 44 running customized communications and browser software, e.g., Microsoft Explorer® or Netscape Navigator^® or Communicator^® for IP communications, and a telephone 46. Each agent workstation 14 also runs a Web browser for IP communications, and customer service workflow software, such as Clarify®, for providing customer services. Java applets may be used in the practice of the invention to support the call-back service and the applets and other features that are stored on and may be downloaded within the company LAN or WAN from the Web Server 130. Λs mentioned, it is from the firewall server 140 having a Web server process that downloads Java applets to the customer PC 44 and web browser. Identical Java applets are downloaded to agent workstations 14 from the Web Server 130 that runs on the Intranet.

As mentioned, the enterprise contact server 100, in conjunction with the communications system architecture 101 of Figure 1: supports additional communication means IP telephony, HTTP sessions, etc.; enables use of the same platform for contact requests and inbound calls; and, enables use a single telephone number for multiple services by enabling the data access point ("DAP") to route all calls for a single number to a VRU implementing an IVR

COS-98-011 ■17- application to collect information from the caller which can be used to further resolve call routing.

These scenarios are exemplified in the flow diagrams depicted in Figures 3 (a) -3(c) and 4(a)- 4(b). Figures 3 (a) -3(c) together comprise a flowchart illustrating a process for performing enterprise-level routing of a contact request using the Enterprise Contact Server. This shows a specific embodiment of the present invention, in which the call-back service is implemented for a secured Web site that requires user authentication.

At the company, the Enterprise Contact Server will be used with a Web site running an application that enables customers to access the company's trouble ticket system and view the status of their tickets. Therefore, each customer has a user profile setup in a profile database on the Database Server. It is from this database that skills designators are obtained.

A similar type of call-back service can be implemented with the Enterprise Contact Server for other applications, not all of which require user login. Additionally, the Enterprise Contact Server can be used to accept call-back requests from sources other than the Internet.

As shown in Figure 3(a), at step 210, a customer logs into a Web site. The Web Server authenticates the customer's user i.d. and password against the customer's user profile, which is stored in a database on the Database

COS-98-011 -18- Server. If the customer is authenticated, the Web Server sends to the customer browser the HTML file that includes the Web site's home page. Embedded in this file are the Java applets that will be used to establish communications between the agent workstation and the customer PC. The Java applets perform other functions, such as providing a dialog box for initiating a contact request in step 210.

The Web Server 130 maintains a session with the customer browser over the Internet using cookies or other session maintenance technology. This way, when the customer submits a contact request, the Web Server can identify that customer for the purpose of matching the contact request to a qualified agent.

The customer can now browse the Web site. In the exemplary embodiment described, a customer is operating within a trouble ticketing system to view the status of his/her trouble tickets. During the course of reviewing trouble tickets, the need arises which requires a customer to communicate with a service rep (call center agent), e.g., to ask a question or some other reason.

In step 212, the customer selects the contact request (call-back) feature, which is typically an HTML button on a Web page. This causes a dialog box to be presented to the customer to prompt him/her for their name and call-back telephone number. The callback telephone number can also include an extension, so

COS-98-011 -19- that if the customer is calling from a PBX and an operator (live or automated) answers the phone on the call-back, the call center agent will know the extension needed to reach the customer. Additional information can be solicited here as well, such as a customer identifier that can be used as a skills designator to match the call-back request to a qualified agent. A call-back time can be solicited, to state when the customer would like to be called back. Call-back time can be entered either as a specific clock time (i.e, 3:00 pm est), or as a duration (i.e., 20 minutes from now). Without a callback time entered, it is assumed the customer is requesting a call-back as soon as possible. In step 214, when the customer has selected the contact request and has completed the contact request dialog box and hits enter, the customer browser sends the call-back request to the call center Web Server, via the Internet, as indicated at step 216. At step 218, the Web Server 130 receives the call-back request and forwards it to the Enterprise Contact Server via the Data Center LAN 31. In addition to the information provided by the customer in step 210, the Web Server includes in the contact request message that it forwards to the Enterprise Contact Server: the IP address of the customer, the URL of Web page from which the call-back request was selected, and, the customer identifier of the customer. The customer identifier is obtained from the customer's user profile when the customer logs on in step 210. Thus, the customer's IP address and the URL will be provided to the agent workstation.

COS-98-011 In step 220, the Enterprise Contact Server queries the skills database with the skills designator (i.e., the customer identifier) to find a qualified agent; that is, an agent listed with that particular skills designator. The Enterprise Contact Server actually identifies all agents with that skill, so that if one agent is not currently available, another agent can be used.

In step 222, the Contact Server queries the state table to find an available agent with the highest skill level of the needed skill. These state tables are constantly updated with data that the Enterprise contact Server receives in event messages from each center contact server. In step 224, a determination is made as to whether a qualified agent is available. If at step 224 it is determined that a qualified agent is not available, then the Enterprise Contact Server proceeds back to step 222 to query the state table until a qualified agent is available. Alternately, a queuing/monitoring method may be established comprising the steps of: placing the contact request on a callback queue on the Database Server 134; monitoring the call-back request queue and state tables; and determining if a qualified agent is available to take a call-back request in queue, as described in co- pending U.S. Patent Application No. 08/976,162. It should be understood that this queuing/monitoring step may include the step of applying business rules. If at step 224 it is determined that a qualified agent is available, then the Enterprise Contact Server will send the contact request to the

COS-98-011 call Center Contact Server 28 of the call center having the qualified agent, e.g. Call Center A, as indicated at step 228. Then, at step 230, Figure 3(b), the Contact Server sends the contact request to the select agent workstation 14 via the call center LAN^ e.g., LAN 11a. This request includes all information entered by the customer, as well as the customer's IP address and the URL of the Web page from which the contact request was placed. The selected agent workstation, when it receives the contact request, screen-pops the contact request in a window displaying the customer's name, call-back number, and perhaps other information entered by the customer.

The selected agent workstation then processes the contact request, in the manner such as described in co-pending U.S. Patent Application No. 08/976,162. For example, as shown at step 234, Figure 3(b), this processing may entail: downloading a Common Gateway Interface ("CGI") script from the Web Server for execution on the agent workstation to launch the agent's browser. In this step, the URL is passed as a parameter to the CGI script which can then be used to build the same Web page that the customer was at when the contact request was placed. In reference to Figure 2, the agent browser retrieves Web pages from a Web Server on the Intranet/Web Server 30, while the customer retrieves identical Web pages from an identical Web Server on the Firewall Server. Then, at step 238, a Java applet is downloaded to the agent browser from the Web Server on the Intranet Server. The customer's IP address is passed as a parameter by

COS-98-011 the CGI script. The agent browser displays the same Web page as the customer browser.

In step 240,. the Java applet that was downloaded in step 136 establishes and maintains TCP/IP communications between the agent browse_r and the customer browser, using the customer's IP address that was included in the call-back request sent to the agent workstation, and, at step 242, the Contact Server 28 sends a message to the CTI Server to cause the ACD to place an outbound call to the customer's call-back number. As noted in reference to Figures 1 and 2, this can occur in any of a number of ways and at any of a number of points in the process. In the preferred embodiment, the Contact Server will send this message at the same time it sends the contact request to the agent workstation, in step 234. Alternately, the Contact Server can set a timer in step 234. When the timer expires, step 242 is triggered.

In step 244 and in response to the message sent by the Contact Server in step 242, the ACD places an outbound call to the customer's call-back number.

The call is placed from the agent's telephone station, so that the agent's telephone line to the ACD is seized during this process. The customer may or may not answer, as determined in step 246.

If the customer answers, then in step 248a, both telephony and TCP/IP communications sessions proceed between the agent and the customer.

In step 250, the call completes and the customer and agent each hangup.

Referring back to step 246, if the customer does not answer, then in step 248b, a TCP/IP

COS-98-011 communications session can still proceed between the customer and agent. In fact, an on-line chat session can replace a telephone call.

In step 252, the agent terminates the TCP/IP session. In step 254, the Contact Server updates the state tables to show the agent is now available.

The Enterprise Contact Server could also select only a call center that had an available qualified agent, without selecting the actual agent. The Enterprise Contact Server would then send the contact request to the selected call center's Center Contact Server, and the Center Contact Server would then select the actual agent.

Referring back to Figure 3(a), in an alternate embodiment, when the Enterprise Contact Server 100 receives a contact request at step 218, it may select a call center that has qualified agents. Certain other criteria may be used to select one from many call centers with qualified agents, such as the call center with the most qualified agents. The Enterprise contact server may then send a status query to the call center Contact Server for that selected call center. That Center Contact Server 28 returns a response indicating if a qualified agent is available. If so, that Center Contact Server receives the contact request. If not, the Enterprise Contact Server selects another call center.

As yet another alternate embodiment, when the Enterprise Contact Server 100 receives the contact request at step 218, it may select all call centers having qualified agents. The ECS then sends α status query to the Center Contact Servers for all selected

COS-98-011 call centers. The first Center Contact Server to return a positive response indicating that a qualified agent is available will. receive the contact request. Figures 4 (a) -4(b) illustrate the process for placing, processing, and routing inbound calls via the PST_N, or other similar communications means for placing an inbound call.

In the described process, it is assumed that the received call is an 1-800 toll free call. As shown at step 310, Figure 4(a), the customer first places a call to a call center. The call is carried by the PSTN switch which, in response, queries the DAP to determine where to route the call.

The DAP performs a call processing application to resolve routing to an Enterprise VRU. If a plurality of Enterprise VRUs are used, routing may be resolved to a single VRU, or even a single port or port group on a VRU, based on any of a number of criteria; for example, dialed number, ANI, time of day, day of week, load balancing algorithms, etc. Then, as indicated at step 316 the call is routed by PSTN to the Enterprise VRU, and, as indicated at step 318, an interactive voice response application on the VRU is executed to collect information from the caller. This information is used to determine an appropriate destination for the call.

As indicated at step 320, the VRU then sends a query message, including information collected from the caller, to the Enterprise Contact Server which then queries the Enterprise Router, as indicated at step 322. As mentioned, the Enterprise Router may be a sub-system integrated with the Enterprise Contact Server, or, preferably, is a distinct process that can

COS-98-011 run on the same or different computer than the Enterprise Contact Server.

As indicated .at step 324, the Enterprise Router then determines an appropriate destination for the call, based on services needed, skills__of agents, and availability of agents. A destination may be a call center, α group of agents at a call center, or a particular agent at a call center. In the preferred embodiment, resolution of routing down to a particular agent is a process that can be distributed between the Enterprise Router and a Center Contact Server. That is, routing parameters (used to determine where to send each inbound call or contact request) could be the same on both the Enterprise Router and each Center Contact Server, or could be distributed among them. For instance, the Enterprise Router can perform high-level routing (e.g., only to a call center) based on certain parameters, while the Center Contact Server 28 resolves routing at a more detailed level (e.g., to a particular agent) based on certain other parameters. For example, the Enterprise Router could determine an agent skillset needed and a call center that has agents with that skillset, and have the call routed to that center. The Center Contact Server at that center then determines an available qualified agent to handle the call.

Next, as indicated at step 326, the Enterprise Contact Server returns a response to the VRU comprising the call data provided by the Enterprise Router. The type of data returned includes, but is not limited to, the following: data for routing the call (e.g., type or skillset of agent needed to handle call, which call center has such agent available) , and data

COS-98-011 pertaining to the caller or service (e.g., billpayer i.d., customer account data, caller-selected options⁾. Next, as indicated at. step 328, Figure 8⁽b⁾, the Enterprise VRU attaches data to the call and routes the call to the ACD of the selected call center destination. Concurrently, the VRU sends data for the call to the destination call center Contact Server.

It should be understood that steps 322-324 provides a distinct advantage over prior art in inbound call routing. Since the VRU collects information from the caller to determine an appropriate destination for the call, the same telephone number can be used for multiple services. Resolution of routing to a particular service is made by the Enterprise Contact Server and Enterprise Router, based on the information collected by the VRU, as opposed to first routing a call to its appropriate destination, based on processing by the DAP and/or an ICR which is limited only to information provided in call-generated data, such as dialed number and ANI. Thus, a single number cannot be used for multiple services.

Additionally, in view of Figure 3(b), at step 332, the ACD receives the call, and, at step 334, the ACD sends call data to the call center's CTI Server, which passes data to the call center Contact Server. It should be understood that this is not data that the VRU sent to Center Contact Server in step 328, but data received with a call over the PSTN, i.e., dialed number, ANI, CIC, etc.. In the manner such as described in co-pending U.S. Patent Application No. 08/976,162, the call center Contact Server resolves routing down to a single destination, i.e., a selected

COS-98-011 agent, as indicated at step 336. The Center Contact Server also reserves that agent, and updates its state tables accordingly (to designate the agent as eserved) . Finally, as indicated at step 338__, the call is routed to the selected agent's teleset. At the same time, the T-server sends an event established message identifying to which agent the call was sent. The Contact Server receives the notification, and at step 338 additionally routes the data that the Center Contact Server received from the VRU (at step 328) to the selected agent's workstation, which now has all the information necessary to process the request. The Center Contact Server updates its state tables accordingly (to designate the agent as unavailable) as indicated at step 340, and sends an event message to the Enterprise Contact Server at step 342 regarding the unavailable status of the selected agent.

Figure 5 illustrates the process interfaces to the Enterprise Contact Server 100 within the communications system architecture. The fundamental software architecture is similar between the Enterprise Contact Server 100 and the Center Contact Server. Differences are implemented as new API function calls for messaging included within the Agent Collection module 90, and routing rules, which are embodied in a configuration file and software code within the Event Processor and Router module 95.

For instance, each time an event is processed by a Contact Server, e.g., routing a call to an agent, the Contact Server sends out an event message which is routed over a call center LAN 11a,.., lln and

COS-98-011 over the corresponding_ WAN 34a,.., 34n to any "client" who has registered for receipt of this type of message. Particularly, the Enterprise Contact Server 100 registers itself with each call center Contact Server for receipt of event messages. In this_ way, the Enterprise Contact Server can keep track of current states and availabilities of each call center resource, in order to do enterprise-level routing of contact requests and inbound calls. Additionally, Contact Servers may register with each other to communicate certain messages.

While most of the API function calls between the Center Contact Servers are the same as described in co-pending U.S. Patent Application No. 08/976,162, messaging between each Center Contact Server and the Enterprise Contact Server makes use of additional API function calls. Additionally, since the Enterprise Contact Server performs enterprise routing among the multiple Center Contact Servers, i.e., the Enterprise Contact Server sends contact requests to a call center Contact Server, and API function calls are added to enable this. Appendix A provides Agent/Client API tables listing the events, possible sources of each event, and actions taken by the Contact Server and Enterprise Contact Server in updating the above state table.

Unlike the call center Contact Server, the Enterprise Contact Server 100 is able to route contact requests to other Contact Servers by implementing both the routing rules employed by the Event Processor and Router module 95, as well as the parameters used to perform routing. For instance, in the above-described

COS-98-011 inbound call routing scenario, at step 324 in Figure 8(b), the parameters used for routing by the Enterprise Contact Server differ .from those used by a Center Contact Server. Depending on a specific implementation, the Enterprise Contact Server can route a contact request or inbound call to a call center only, to a group of agents at a call center, or to a specific agent at a call center. The Center Contact Server must ensure the routing is resolved all the way down to a specific agent, so it picks up where the Enterprise Contact Server leaves off. Even in an example case where the Enterprise Contact Server 100 routes down to a specific agent, e.g., step 324, (Figure 4(a)), the Center Contact Server still gets queried by the ACD (via the TServer) at step 334 under Figure 4 (b) . This is because the Center Contact Server knows to which agent the call is to be routed, based on information received at step 328, Figure 4(b) which the ACD does not know. The Center Contact Server is what actually sends the instructions to the ACD to route the call to the selected agent. Also, the Center Contact Server needs to first ensure the selected agent is available, prior to updating its state tables and sending out an event message. [Please verify this and confirm steps of Figure 4a-4b]

Based on the parameters used for routing, the Enterprise Contact Server 100 employs different routing rules embodied in a configuration file that is read by the Event Processor and Router module 95. The configuration file may be stored as a table in the ECS Database 134. Rules can also be embodied in this module's source code, such as by a switch statement or

COS-98-011 a nested if tree. Preferably, it is the combination of source code and the configuration file that determines how the routing rules a_re implemented, i.e., how the Enterprise Contact Server .100 is to route a contact request. Thus, these rules determine whether the Enterprise Contact Server 100 is to route the call to a call center with qualified agents, or, to an actual qualified agent who is currently available based on a query to state tables. The communications system architecture implementing the enterprise contact server 100 of the invention, can be used to provide telephone call-backs.

Specifically, the customer visits the specified web site, which causes the callback applet to be downloaded to the customer browser. The customer enters the phone number that they desire to receive a callback on and then clicks on a "Call Me" button on the web page (html) display. This action sends a request to the Enterprise Contact Server 100 to insert the callback into a queue. The Enterprise Contact Server then sends a request to insert the callback to the appropriate Premise Contact Server. The Premise Contact Server responds with the average handling time for the calls in its queue, which the Enterprise Contact Server 100 sends back to the customer. When an agent with the appropriate skills becomes available, the callback is sent to the agent at the selected call center and a screen-pop is triggered so that the available agent may preview the request prior to processing the callback. This results in a notification to the customer that the call is being processed. It also results in requesting the T-Server to connect an outbound call

COS-98-011 between the agent=s teleset and the customer entered phone number through the ACD.

Furthermore, . the communications system architecture implementing the enterprise contact server 100 of the invention, can be used to provide telephone call-backs. For instance, when the agent is on line with a customer the agent's Screen Pop application displays the customer information. The agent may determine the need to transfer the call to another Call Center. To accomplish this, the agent depresses a transfer button (not shown) on the Screen Pop application and enters a number, e.g., an 8XX number, of the Call Center to which the call is to be transferred. The agent additionally initiates the attachment of data to the call. Via the screen pop application, an event transfer is performed whereby the call is sent to the premise Contact Server, which, in turn, sends the request to transfer to the premise T- Server. The premise T-Server then transfers the call to the requested extension. The premise Contact Server additionally sends a transfer call to the Enterprise Contact Server with an identifier for the Call Center that the phone call is being transferred to. The transfer event will also contain the customer identifier. The Enterprise Contact Server 100 then sends the transfer event to the appropriate premise Contact Server, which preferably, will have received the transferred call. The new premise Contact Server will deliver the transfer event to an agent with the appropriate skills and availability, along with the customer identifier. When the agent's Screen Pop receives the transfer event, the customer display

COS-98-011 information will be displayed to the agent, as well as a message informing the agent they are receiving a transferred call. The new premise T-Server will also deliver the transferred call to the same agent's tele- set.

As shown in Figure 5 there is provided additional interfaces to the Enterprise Contact Server 100. These interfaces include: an Event Tracker 96 for receiving and logging all events into database 134 or data warehouse, primarily for the purpose of historical data tracking and statistics generation; a Click- ' n-Connect Gateway interface 8S enabling IP traffic to be converted into PSTN traffic; and, an H.323 Gateway 89 used to support video calls, as defined by the H.323 industry standard. This H.323 Gateway is for the purpose of enabling a customer to request a contact by an agent via a video conference, i.e., over the Internet via an H.323 gateway. Since the Click- 'n-Connect Gateway 88 and H.323 Gateway 89 are to support enhanced telephony communications for contacts, their interfaces are processed by the Enterprise Contact Server's Telephony processor 136.

Further interfacing with the Enterprise Contact Server is an agent/call monitor 113 ("Monitor") which provides displays of current and historical agent and call states, and various other statistics from the event tracker/logging server 96; and, an interface to an agent workstation "Agent Client." While in the preferred embodiment, the Enterprise Contact Server does not interface directly to any agent workstations, the Enterprise Contact Server is based on the software architecture of the Center Contact Server, and

COS-98-011 consequently, supports such an interface. In fact, the Agent/Call Monitor can interface to the Enterprise Contact Server as an Agent Client.

Figure 6(a) illustrates an exemplary logical architecture of an enterprise "Click- ' n-Conn£Ct" system 440. The Click- 'n-Connect system 440 enables a customer 42 browsing a Web site to select an option to contact a call center agent with an IP telephone call. When this option is selected, the Click- ' n-Connect Web Server 160 captures the customer's IP address, sets up an IP telephony session with an IP Gateway 145, e.g., Netspeak, and initiates a telephone call over the PSTN to a call center ACD using a pre-programmed 1-800 routing number. The call is routed to a qualified agent, who then engages in a PSTN-to-Internet telephone call with the customer. If no qualified agent is available, the call is held in a queue on the ACD 12. In the architecture depicted in Figure 6(a), only a voice telephony session can be established, and no synchronized HTTP sessions or multi-media collaboration such as URL push are supported. Furthermore, a customer cannot place a call-back request.

Figure 6(b) illustrates the logical architecture for Click- ' n-Connect using the Enterprise Contact Server 100 and call center Contact Server 28.

Though this service can be supported with a single call center Contact Server as described in co-pending

U.S. Patent Application No. 08/976,162, the Enterprise

Contact Server 100 adds to this service the features and benefits previously described. Specifically, when a customer selects the Click- ' n-Connect option from a Web page, the Web Server 130 sends a message to the

COS-98-011 Enterprise Contact Server ("Network Contact Server") 100. The Enterprise Contact Server selects an available qualified ageit (or a call center with a qualified agent available) , and sends a message to that agent's center Contact Server 28 to reserve Jor select and reserve) an agent.^' The Enterprise Contact Server 100 also establishes an IP telephony session with the IP gateway 145, and initiates a call to the ACD 12. The call is routed to the selected agent, who then engages in a telephone call with the customer. Likewise, the agent can engage in other sessions, such as synchronized HTTP over the Web.

If no qualified agent is available, then the Enterprise Contact Server 100 submits a contact request to itself, and routes that request to a selected call center Contact Server. The advantages that the Enterprise Contact Server 100 introduces for this application are: sessions other than voice telephone call are supported; a customer's call is not held in queue at the ACD if no agent is available; and, multiple call centers can' be used to take calls or contact requests

It should be understood that the enterprise contact server and communications architecture of the invention can be used as a Web Dispatch service 400 which allows customers of the enterprise to view trouble ticket information via a Web site. Specifically, if a customer has a question concerning a trouble ticket, they click an option on a Web page, which issues a contact request to a call center agent who supports the system for which the trouble ticket was submitted. With the Enterprise Contact Server 100

COS-98-011 and systems architecture of the invention, contact requests can be distributed among multiple call centers. Thus, when .a contact request option is selected by a customer, a Customer Callback Applet (Java) executes on the customer's computer, as described in co-pending U.S. Patent Application No. 08/976,162. A contact request is sent to the Java Callback Server on the Web Server 130, which forwards the contact request to the Enterprise Contact Server 100. The Enterprise Contact Server 100 queries its skills and states tables, in the manner described herein, and selects a call center or call center agent to which to send the contact request. It sends the contact request to the center Contact Server that supports the selected call center. The Center Contact Server assigns an agent and routes the contact request data to that agent's workstation. The agent can then initiate a synchronized HTTP session with the customer, via the Java Data Server, as described in co-pending U.S. Patent Application No. 08/976,162.

Figure 7 is a representative illustration of a sample HTML web page 408. Typically, a web browser such as Microsoft Explorer® or Netscape Navigator® or Communicator^® displays a HTML web page such as the one shown in Figure 7 by downloading a HTML file from a Web Server specified in URL. Additional pages may be displayed on top of the HTML web page 408 by Java applets that are also downloaded from the Web Server and running on a client browser. Shown in Figure 7 are two separate frames overlaid on the html web page 408: a "Trouble ticket" frame 410; and a "Contact Me" frame 458, which enables a call back request. Both of these

COS-98-011 frames are controlled by the Java applets downloaded from the Web Server.

"Trouble ticket" frame 410 is an example of what a customer may be viewing on their web page before a call back request is made. This frame 410 also illustrates an example of how a customer may request to be synchronized with an agent by pushing on the "Sync With Agent" button 412. Sync, Push, and Pull mechanism is explained in detail in reference to co-pending U.S. Patent Application No. 08/976,162.

"Contact Me" frame 458 is controlled by a Java applet running on the Client browser. This Java applet handles call back screen interface with the user and at the same time handles communications with the CallBack Server in the Web Server. The following paragraphs describe a detailed example of how a CallBack Java Applet may function in interfacing with the user and a Server.

Description o£ CallBack Java Applet running on Client Browser:

1. Initialize all data parameters.

2. Get I/O connection from host (i.e., CallBack Server) .

3. Get host parameters and port address for communication over socket.

4. Construct "Contact Me" screen and display it on Client's current screen.

5. Handle input events from the Client's screen; i.e., mouse input, keyboard input. 5.1 If input event is a mouse click on a Name field, display message, "enter your name."

5.2 If input event is a mouse click COS-98-011 on a Phone Num_ber field, display message, "enter your p_hone number".

5.3 I_f input event is on a Contact- _Metho_d fiel_d and the Contact Method c^hosen ⁱs _"Telephone," enable phone number and extension fields on _the _Client's screen; for all other Contact Metho^d chosen, disa_ble phone number and extension fie^lds.

5._{4 I}f _CallMeButton click event, then check if all the input parameters are entere^d.

5.4.1 If input parameters are missing, _disp_lay message "Not enough information to complete call;" and return to step 5, and ^han^dle more input .

5.4.2 If all the input parameters are entered, proceed to step 6.

6. Parse input parameters.

7. If Contact Method chosen is "Agent/Customer On Line Chat," include CGI script name in the URL path to be sent over a socket to CallBack _Serv_er; package input parameters into a buffer an^d write _buffer over the socket connection to CallBac^k

Server .

8. _If _Contact Method chosen is "E-Mail," include _Customer's e-mail address in a send buffer^; write buffer over the socket.

9. If Contact Method chosen is "Telephone," include Customer's telephone number in a send buffer^; write over the socket.

9.1 Wait for CallBack Server to send confirmation that call has been placed.

9.1.1 If no confirmation arrives from the CallBack Server in a definite time-out

COS-98-011 period, display message, "There has been an error in receiving confirmation that your call has been placed," on Client's screen.

10. Listen over the socket for messages from the CallBack Server. (A new thread)

10.1 If message received from the CallBack Server is "Contact Server Down," display message on the Client's screen, "Call me back function is not available." 10.2 If message received from the

CallBack Server is "Contact Server Up", display message, "To speak with an agent, please click on the Contact Me button. We will be happy to call you regarding your service inquiries." 10.3 If message received is "Event," parse the message received and compare even types.

10.3.1 If event type is "Insert Call Back," display message, "Thank you for using MCI Web Callback Service. Your call has been placed and an MCI Technical Specialist is contacting you now."

10.3.2 If event type is "Delete Call Back", display message, "Your call has been canceled." 10.4 Proceed to step 10.

Description of CallBack Server running in Web Serve :

One of the functions of this CallBack Server is to interact with the above CallBack applet.

1. Open connection with Contact Server. COS-98-011 2. If no connection, set a parameter "Contact Server Down," package message into a buffer and send to CallBack applet.

3. If connection exists, set a parameter "Contact Server Up," package message into a_buffer and send to CallBack applet.

4. Open connection with CallBack applet. (A new thread)

5. Accept data from CallBack applet. 6. Parse message from CallBack applet.

6.1. If Callback service was requested, call JContactClient class with event type set to "InsertCallBack."

6.2. If cancellation of callback service was requested, call JContactClient class with event type set to "DeleteCallBac . "

The foregoing merely illustrates the principles of the present invention. Those skilled in the art will be able to devise various modifications, which although not explicitly described or shown herein, embody the principles of the invention and are thus within its spirit and scope.

COS-98-011 APPENDIX Λ

_CContactEvent Class :

The CContactEvent class is a wrapper class that wraps socket and TServer data. The class includes of 25 protected member variables:

COS-98-011

CContactEvent Functions :

Constructors: The class includes two constructors. The first is a standard default constructor taking no parameters and performing no additional tasks. The second constructor takes one CString parameter which is pipe ("|") deliminated. This constructor sets the member variables by calling the GetKeyValue (...) function to parse out the data from the CString parameter passed to it.

void S^βtⁱ/ariableMameC) : The CContactEvent class includes 25 functions to set, or assign, the value of each member variable, one function per variable. Each function takes one parameter of the same type as the member variable that it corresponds to, sets the variable, and has a returns void.

type GetVariableName () : The CContactEvent class also includes 25 functions to get, or return, the value of each member variable, one functions corresponding to each variable. These functions do not take any

COS-98-011 parameters, and returns the value stored within the corresponding member variable.

CString GetSocketString () : This function returns a CString of "|" deliminated key- value pairs to send on a socket to a listener/server. The key-value pairs that the function deliminates are the member variables of the CContactEvent class. The function will test each member variable to determine it is populated. If populated, it will add the variable key and its data to the CString it returns.

void Clear/Event () :

This function will clear out any data that is stored in any of the object's member variables, with the exception of m_ThisDN. m_ThisDN is kept because the destination number will remain the same while the agent is connected to the server. The return value is void.

short DeleteUserData (long IParam, LPCTSTR dn , LPCTSTR szInKβy) :

This function takes three parameters, however, it does not use the first two (IParam & dn) . The function is designed to delete a portion of the m_UserData variable, which must be a "," deliminated string. The szlnKey parameter is the key of the data the function will delete, and the function will delete the data in the string that resides between the two commas following the key.

short Dele eAHUserData ( long IParam , LPCTSTR dn)

COS-98-011 The function does not use the two parameters passed. The function will set the m_UserData member variable to an empty string ("")..

CContactClient Class : -

The CContactClient class is an API designed to facilitate the communications between the Agent application and the CServer via TCP/IP sockets by establishing/terminating the server connection and sending/receiving data. Additionally, the CContactClient class functions as a wrapper for the CContactEvent class.

Variables:

Variable names followed by (.cpp) are declared within the .cpp file rather than the . h file. This is so the ReceiveThread function, a statically declared function, can use these variables.

CO - 8-01

Functions :

Constructor: The constructor initializes the pointers pEventHead, pEventSocket, and pListenerSocket to null; initializes the string messages for the ErrMsg array; and initializes the string descriptions for the TMessageString array.

Destructor: Calls CContactEvent ' s member function ClearEvent() to clear data stored in CurrentEvent and OutboundEvent. Deletes all elements that may exist in the EVENTJDBJECT linked list, including pEventHead. Closes the receive thread and sets pListenerSocket to null. Disconnects from CServer and sets pEventSocket to null.

short Open (LPCTSTR szServerName) short Ope (LPCTSTR szServerName , ClientTypβ client) :

COS-98-011 This overloaded function takes one or two parameters. szServerName refers to the IP address of the server to connect to and client refers to the type of client logging in (i.e., monitor client, agent client, or web client) .

The function checks pEventSocket for a null value. If null, it allocates and CContactSocket object with the new keyword. Next, the function checks ConnectionStatus for a connected state. If connected, it sets an error message advising a server connection already exists and returns a false, or 0, value. If no connection exists, the function sets the client type for the CContactSocket with client, or a default of AGENT_CLIENT if the function does not receive a client parameter; sets CContactClient ' s m_ServerName with szServerName; and calls CContactSocket's connect function to make a connection to the server.

If the connection fails, the function sets an error message with the error received from the CContactSocket object, deletes pEventSocket, and the function will exit with a false value.

If a successful connection occurs, a second thread is started for receiving events from CServer.

short CloseServer () :

Calls CContactEvent ' s member function ClearEven 0 to clear data stored in CurrentEvent and OutboundEvent.

Deletes all elements that may exist in the

EVENT_OBJECT linked list, including pEventHead. Closes

COS-98-011 the receive thread and sets pListenerSocket to null. Disconnects from CServer and sets pEventSocket to null.

short isEventReady () short NextEvent() :

These two functions have the same unctionality.

These functions will remove the first element in the EVENT_OBJECT linked list and shift the second link to the head. When called, if pEventHead is null, the function (s) clear any data that CurrentEvent has stored in its member variables and sets the return value to false, or 0.

If the first element in the list is the only element, the function removes the element and sets pEventHead to null. Otherwise, the function removes the first element and the second link becomes the first.

CString GetSocketString () :

This function calls CContactEvent's GetSocketString function to format CurrentEvent's member variables into a single, pipe ("|") deliminated string. The function returns the formatted string.

void CreateEvent (CContactEvent NewEvent) :

This function will add a received event to the end of the EVENT_OBJECT linked list. If an empty list exists, it adds NewEvent as the first link. Otherwise, the function will add NewEvent to the end of the list.

COS-98-011 _BO_OL StartThread (LPCTSTR ServerNamβ , ClientTyp^β Client) :

This function calls CreateThread (MFC) to start the receive thread.

static DWORD WINAPI ReceivβThread (LPVOID socket) : This is the second thread designed to receive incoming events from CServer. The thread loop will block on the socket until an event is received. When received, the function will pass the event to CreateEvent (CContactSocket NewEvent) for addition to the linked list. If the received event is Even tRegisterMa chine, the function sets OutboundEvent's m_Th sDN variable with the m_ThisDN variable of the CContactEvent object received. Additionally, the function will post a message to the window if one is received .

Wrapper functions for CContactEvent:

void SetVariabl eName ( type) : The following functions act as a wrapper for the CContactEvent class. Each function is operating on the OutboundEvent object to set its member variables prior to sending the object to CServer. They accomplished by calling the object's member function (s) that correspond to setting the desired member variable. Each function takes a single parameter of the same type as the CContactEvent member variable to set and has a return value of void.

type GetfariajbleNameO : Again, the following functions act as a wrapper for the CContactEvent class. Each COS-98-011 function is operating on the CurrentEvent object to get the data stored in its member variables. This is accomplished by calling. he object's member functions that correspond to retrieving the desired member variable. Each function takes no parameters and returns a value of the same type as the CContactEvent member variable to retrieve.

short CallbackOn (LPCTSTR dn , short logType) : this function requests CServer set the agent's ability to handle callbacks on. It sets the OutboundEvent's m_Event to £ventCalljbac/On, and sets m_ThisDN and m_LoginType with the parameters passed.

The function will check pEventSocket for a null value.

If null, the function sets an error message advising no server connection exists and will return a false, or

0, value. Next, the function will test OutboundEvent's m_ThisDN for an empty string. If empty, it sets an error message advising no DN registered and will return a false value. Lastly, the function will check the ConnectionStatus variable for a connected state. If not connected, it sets an error message advising no server connection exists and will return a false value. If these three tests pass, the function will send the OutboundEvent to the CServer over the socket and return a true, or 1, value. Prior to exiting, the function calls CContactEvent's ClearEvent function to clear data stored in the OutboundEvent's member variables.

short AgentLogou (long IParam , LPCTSTR dn)

COS-98-011 This function requests CServer log the agent out. It sets OutboundEvent's m_Event with £eg/uestAgent σσouC and mNThisDN with dn .

The function will check pEventSocket for a -null value.

short MakeCall (long IParam, LPCTSTR dn, LPCTSTR szPhoneNumber) :

This function requests CServer place a call. It sets OutboundEvent's m_Event with Reques tMakeCall , m_Ani with szPhoneNumber, and m_ThisDN with dn . The function does not use IParam.

The function will check pEventSocket for a null value. If null, the function sets an error message advising no server connection exists and will return a false, or 0, value. Next, the function will test OutboundEvent's m_ThisDN for an empty string. If empty, it sets an COS-98-011 error message advising no DN registered and will return a false value. Lastly, the function will check the

ConnectionStatus variable for a connected state. If not connected, it sets an error message advising no server connection exists and will return a false value.

If these three tests pass, the function will send the

OutboundEvent to the CServer over the socket and return a true, or 1, value. Prior to exiting, the function calls CContactEvent's ClearEvent function to clear data stored in the OutboundEvent's member variables.

short CallAnswer (long IParam, LPCTSTR dn) :

This function requests CServer answer a call. It sets OutboundEvent's m_Event with jeguestAnswerCali and m_ThisDN with dn . The function does not use IParam.

The function will check pEventSocket for a null value.

If null, the function sets an error message advising no server connection exists and will return a false, or 0, value. Next, the function will test OutboundEvent's m_ThisDN for an empty string. If empty, it sets an error message advising no DN registered and will return a false value. Lastly, the function will check the ConnectionStatus variable for a connected state. If not connected, it sets an error message advising no server connection exists and will return a false value.

If these three tests pass, the function will send the

COS-98-011 short AgentReady (long IParam, LPCTSTR dn) :

_This function requests CServer set an agent's status to ready. The function sets OutboundEvent's m_Event to Reques tAgen tReady and m_ThisDN with d . The function does not use IParam.

The function will check pEventSocket for a null value.

If null, the function sets an error message advising no server connection exists and will return a false, or 0, value. Next, the function will test OutboundEvent's m ThisDN for an empty string. If empty, it sets an error message advising no DN registered and will return a false value. Lastly, the function will check the ConnectionStatus variable for a connected state. If not connected, it sets an error message advising no server connection exists and will return a false value.

If these three tests pass, the function will send the

short AgentNotReady (long IParam, LPCTSTR dn) :

This function requests CServer set an agent's status to not ready. The function sets OutboundEvent's m_Event to RequestAgen tNotReady and m_ThisDN with dn . The function does not use IParam.

The function will check pEventSocket for a null value. If null, the function sets an error message advising no server connection exists and will return a false, or 0, value. Next, the function will test OutboundEvent's COS-98-011 m ThisDN for an empty string. If empty, it sets an error message advising no DN registered and will return a false value. Lastly,, the function will check the

If these three tests pass, the function will send the

short AgentBusy (long IParam, LPCTSTR dn) : This function requests CServer set an agent's status to busy. The function sets OutboundEvent's m_Event to •Reg;uesCAge.πt23usy and m_ThisDN with dn . The function does not use IParam.

The function will check pEventSocket for a null value. If null, the function sets an error message advising no server connection exists and will return a false, or 0, value. Next, the function will test OutboundEvent's m_ThisDN for an empty string. If empty, it sets an error message advising no DN registered and will return a false value. Lastly, the function will check the

If these three tests pass, the function will send the OutboundEvent to the CServer over the socket and return a true, or 1, value. Prior to exiting, the function

COS-98-011 calls CContactEvent's ClearEvent function to clear data stored in the OutboundEvent's member variables.

short AgentNotBusy (long IParam, LPCTSTR dn) : This function requests CServer set an agent'-s status to not busy. The function sets OutboundEvent's m__Event to fleguestAgent.Vo .Busy and m_ThisDN with dn . The function does not use IParam.

The function will check pEventSocket for a null value.

short DeleteCallbac (CString ANI, CString IP) :

This function requests CServer delete a callback. It sets OutboundEvent's m_Event to ΛeguestDeleteCallbacJ, m_Ani with ANI, and m_IP with IP.

The function will check pEventSocket for a null value. If null, the function sets an error message advising COS-98-011 no server connection exists and will return a false, or

0, value. Next, the function will test OutboundEvent's m_ThisDN for an empty string. If empty, it sets an error message advising no DN registered and will return a false value. Lastly, the function wil check the

If these three tests pass, the function will send the OutboundEvent to the CServer over the socket and return a true, or 1, value. Prior to exiting, the function calls CContactEvent's ClearEvent function to clear data stored in the OutboundEvent's member variables.

short UpdateCallbac (CString appl_data, CString origination, CString method,

CString IP, CString ANI, CString NaspID _r CString ContactTime, int ContactResult) : This function requests CServer update an existing callback. It sets OutboundEvent's m_Event to Reques t Upda teCallback, m_IP with IP, and m_Ani with ANI. The remaining parameters are formatted into a "^Λ" deliminated string and set to OutboundEvent's m_UserData variable.

The function will check pEventSocket for a null value.

If null, the function sets an error message advising no server connection exists and will return a false, or 0, value. Next, the function will test OutboundEvent's m_ThisDN for an empty string. If empty, it sets an error message advising no DN registered and will return COS-98-011 a false value. Lastly, the function will check the ConnectionStatus variable for a connected state. If not connected, it sets .an error message advising no server connection exists and will return a false value. If these three tests pass, the function will send the OutboundEvent to the CServer over the socket and return a true, or 1, value. Prior to exiting, the function calls CContactEvent's ClearEvent function to clear data stored in the OutboundEvent's member variables.

COS-98-011

Claims

I Claim :

1. In a communications network, a system for establishing and maintaining communications between a customer and a business having a plurality of call centers over a plurality of communications media, said system including: (a) a first means for establishing a first communications link between a customer and a company web server; (b) a second means for tracking available resources at each of said plurality of call centers, said resources including a call center agent having a particular skill set and availability status, said second means further selecting a call center having a qualified agent available to communicate with said customer; (c) a third means for establishing a second communications link between said selected call center and said customer; and (d) a premises contact server located at each of said plurality of call centers having means for managing and synchronizing simultaneous IP communications between said web server and said selected call center, and between said web server and said customer, whereby said agent at said selected call center and said customer may each view said first communications links while communicating with each other over said second communications link:

COS-98-011

2. In a communications network, a system as claimed in Claim 2, wherein said first communications link is an IP communications link.

3. In a communications network, a system as claimed in claim^' 1, wherein each said premise contact server further includes means for communicating call center event messages including resource availability status to said second means.

4. In a communications network, a system as claimed in claim 1, wherein said third means includes a telephony automatic call director and a telephony server.

5. In a communications network, a system as claimed in claim 2, wherein said premises contact server communicates with said automatic call director through said telephony server.

6. In a communications network, a system as claimed in claim 2, wherein said IP communications link includes a link which enables a customer to request a call back if an agent is not available.

7. In a communications network, a system as claimed in claim 1, wherein said third means enables communication with said customer with a communications protocol selected from the group of broadband telephony, TCP/IP, SMTP, chat, internet telephony or internet video .

COS-98-011 B. In a communications network, a system as claimed in claim 1, wherein said system includes a data base server to authenticate a customers entitlements at said call center.

9. In a communications network, a system as claimed in claim 6, wherein said second means includes a data base server to match the qualifications of a call center agent to a customers call back request.

10. In a communications network, a system as claimed in claim 1, wherein said system further includes a data base server for providing access to data relating to services provided by the business to the customer

11. In a communications network, a system as claimed in claim 2, wherein said system further includes first and second linked web servers separated by a security means, with said first web server communicating with said agent, and said second web server communicating with said customer, said second web server providing at least one Java applet to said customer over said IP communications link.

12. In a communications network, a system as claimed in claim 1, wherein said second means further selects a qualified agent for communication with said customer.

COS-98-011

13. In a communications network, a system as claimed in claim 1, further including means for generating a status query message to a selected call center to ascertain availability ol call center agents having desired skill set, said contact server of said selected call center generating a response to indicate presence of a qualified call agent.

14. In a communications network, a system as claimed in claim 13, further including means for selecting another one of said plurality of call centers . f a qualified agent is not available at said selected call center.

15. In a communications network, a method for establishing and maintaining communications between a customer and one of a plurality of call centers over a plurality of communications media, said method comprising the steps of: (a) establishing a html communications link between a customer and a company web server which enables the customer to request a call back; (b) determining resource availability at each one of said plurality of call centers for said customer, and selecting a call center having a qualified agent available to communicate with said customer; (c) establishing a second communications link between said selected call center and said customer; and (d) managing and synchronizing simultaneous html communications between:

COS-98-011 (i) said web server and said selected call center, .and; (ii) said web server and said customer; whereby said agent may communicate with sa d customer over said second communications link while each views said simultaneous html communications links.

16. In a communications network, a method as claimed in claim 15, wherein said step of establishing said second communications link includes establishing a telephony link with said customer.

17. In a communications network, a method as claimed in claim 15, further including the step of enabling the customer to request a call back from an agent if an agent is not available.

18. In a communications network, a method as claimed in claim 15, wherein said step of establishing a second communication link enables communication with said customer with a communications protocol selected from the group of broadband telephony, TCP/IP, SMTP, chat, internet telephony or internet video.

19. In a communications network, a method as claimed in claim 15, further including the step of authenticating a customers entitlements at said selected call center.

COS-98-011

20. In a communications network, a method as claimed in claim 15, wherein said step of selecting said call center having qualified agent available further includes the step of matching the qualifications of a call center agent to a customers call back request.

21. In a communications network, a method as claimed in claim 15, further including the step of providing customer and agent access to data relating to services provided by the company to the customer.

22. In a communications network, a method as claimed in claim 21, further including the step of providing access to data relating to trouble tickets on services provided by the company to the customer.

23. In a communications network, a method as claimed in claim 15, further including the step of synchronizing first and second web servers with fixed IP addresses to provide security for company data, with said first web server communicating with said agent, and said second web server communicating with said customer.

24. In a communications network, a method as claimed in claim 23, further including the step of communicating at least one Java applet from said second web server to said customer over said IP communications link.

COS-98-011

25. In a communications network, a system for distributing inbound telephone call events received at a telecommunications, network switch over a public switched telephone network to one of a plurality of call centers owned by a business enterprise,, each said event having a first set of call data associated therewith, said system comprising: (a) a means for routing said call to a voice response unit capable of obtaining information from the caller; (b) a means for tracking available resources at each of said plurality of call centers, said resources including one or more call center agents each having a particular skill set and availability status, said tracking means further selecting one of a call center and call center agent based on said information from the caller, and communicating a second set of call data relating to said selected call center to said voice response means; (c) an automatic call distributor means associated with each of said plurality of call centers for routing calls for transmission over said public switched telephone network, said voice response unit routing said call to a first said automatic call distributor means for forwarding said call over said public switched telephone network to a second automatic call distributor means associated with said selected call center, said voice response unit additionally routing said second set of call data to said selected call center; (d) a premises contact server means located at said selected call center for receiving said first

COS-98-011 set of call data from said second automatic call distributor means and said second set of call data from said voice response unit and managing distribution of said call to an agent at said selected call center while sending said second set of data to a_workstation associated with said agent, whereby said agent at said selected call center and said customer communicate with each other over said public switched telephone network, while said agent has updated data available to him at said workstation.

26. In a communications network, a system for distributing inbound telephone call events as claimed in Claim 25, wherein said second set of call data is routed to said selected call center over one of a local area network and wide area network.

2 . in a communications network, a system for distributing inbound telephone call events as claimed in Claim 25, wherein said routing means includes a data access point for determining a destination for said call based on said first set of data.

28. In a communications network, a system for distributing inbound telephone call events as claimed in Claim 27, wherein said first set of data includes data relating to an automatic number identifier.

COS-98-011

29- In a communications network, a system for distributing inbound telephone call events as claimed in Claim 27, wherein said second set of data includes data for routing the call to a particular destination. _

30. In a communications network, a system for distributing inbound telephone call events as claimed in Claim 27, wherein said second set of data includes data pertaining to a caller requesting a particular service.

31. In a communications network, a system for distributing inbound telephone call events as claimed in Claim 25, wherein each said call center includes a telephony server means to facilitate routing of calls from said automatic call distributor to said premises contact server means.

32. In a communications network having a plurality of call centers for receiving service requests from customers, a system for continuing communication between a customer and one of a plurality of call centers on a call back basis, said communication enabled over a plurality of communications media, said system including: (a) a first means for establishing a html communications link between a customer and a company web server and enabling a call back request by the customer; (b) a second means for determining resource availability at each of said call centers for said COS-98-011 customer and said call back request, and identifying an agent at a said call center available to communicate with said customer; (c) a third means for establishing a call back communications link between said selected call center and said customer; and (d) a contact server at said selected call center for managing and synchronizing simultaneous html communications between: (i)said web server and said selected call center, and; (ii) said web server and said customer, whereby said agent establishes a call back communications link with said customer while said contact server synchronizes said simultaneous html communications links between said web server and customer, and said web server and said agent.

33. In a communications network having a plurality of call centers for receiving service requests from customers, a method for continuing communication between a customer and one of said plurality of call centers on a call back basis, said call back communications enabled over a plurality of communications media, said method comprising the steps of: (a) establishing a html communications link between a customer and a company web server which enables the customer to request a call back; (b) determining resource availability at each of said plurality of call centers for said customer and

COS-98-011 _{s e l}ecting a call center having an available qualif ied agent; (c) identifying an agent at said call center available for call back communication with said customer; _ (d) establishing a second communications link between call center and said customer; (e) managing and synchronizing simultaneous html communications between: (i) said web server and said selected call center, and; (ii) said web server and said customer; whereby said agent may communicate with said customer over said second communications link while each views said simultaneous html communications links.

34. In a communications network, a method as claimed in claim 33, further comprising the step of triggering said customer call back request by running a Java applet embedded in an html communication received by the customer.