(19)
(11)EP 1 882 357 B1

(12)EUROPEAN PATENT SPECIFICATION

(45)Mention of the grant of the patent:
01.05.2019 Bulletin 2019/18

(21)Application number: 06770592.1

(22)Date of filing:  18.05.2006
(51)International Patent Classification (IPC): 
H04M 3/523(2006.01)
(86)International application number:
PCT/US2006/019291
(87)International publication number:
WO 2006/127403 (30.11.2006 Gazette  2006/48)

(54)

SYSTEM AND METHOD FOR RETURN TO AGENTS DURING A CONTACT CENTER SESSION

SYSTEM UND VERFAHREN ZUR VERMITTLERRÜCKKEHR WÄHREND EINER KONTAKTZENTRALESITZUNG

SYSTÈME ET PROCÉDÉ DESTINÉ AU RETOUR VERS DES AGENTS DURANT UNE SESSION DE CENTRE DE CONTACT


(84)Designated Contracting States:
AT BE BG CH CY CZ DE DK EE ES FI FR GB GR HU IE IS IT LI LT LU LV MC NL PL PT RO SE SI SK TR

(30)Priority: 20.05.2005 US 133933

(43)Date of publication of application:
30.01.2008 Bulletin 2008/05

(73)Proprietor: Cisco Technology, Inc.
San Jose, CA 95134 (US)

(72)Inventors:
  • EPPEL, Martin, R.
    Santa Clara, CA 95051 (US)
  • PATEL, Labhesh
    San Francisco, CA 94105 (US)
  • TONG, Aaron
    San Jose, CA 95148 (US)

(74)Representative: Kazi, Ilya et al
Mathys & Squire LLP
The Shard 32 London Bridge Street London SE1 9SG
The Shard 32 London Bridge Street London SE1 9SG (GB)


(56)References cited: : 
US-A- 5 537 470
US-A1- 2004 109 555
US-A1- 2002 196 928
US-B1- 6 826 194
  
      
    Note: Within nine months from the publication of the mention of the grant of the European patent, any person may give notice to the European Patent Office of opposition to the European patent granted. Notice of opposition shall be filed in a written reasoned statement. It shall not be deemed to have been filed until the opposition fee has been paid. (Art. 99(1) European Patent Convention).


    Description

    FIELD OF THE INVENTION



    [0001] The present invention relates generally to the field of contact center communications and automatic call distributors; more specifically, to systems and methods for controlling a call or contact center communication session.

    BACKGROUND OF THE INVENTION



    [0002] Interactive voice response (IVR) systems that provide information and channel calls to service agents in response to the spoken words or touch tone signaling of a telephone caller have been deployed for more than a decade. The traditional call center for handling service calls was based on a private branch exchange (PBX) that included core automatic call distributor (ACD) functions for connecting a caller to one of a plurality of agents served by the ACD. During the 1990s, the advent of the Internet, electronic commerce, and computer telephony integration (CTI) transformed the call center in ways that enabled delivery of caller data to agents, thereby enabling agents to become more efficient and to improve customer service levels. Today, many enterprises use multiple call or contact centers (both terms are used synonymously and interchangeably in the present application) that extend across different geographic regions, with communications taking place through public switched telephone networks (PSTNs) and Internet protocol (IP) enabled networks that support multi-channel (voice, e-mail, text chat, and Web collaboration) customer interaction.

    [0003] For example, U.S. Patent No. 6,798,877 teaches a system in which a caller utilizes a personal computer (PC) for establishing an Internet connection to an ACD and for permitting a caller to select a particular agent. A system for providing information about a telephone caller to a telephone agent, wherein caller-specific data of the caller is used to generate a web page that displays the identified information to the agent is taught in U.S. Patent No. 6,871,212. A system that can notify a customer of the availability status of agents and which allows the customer to select a particular agent from a group of desired agents by pushing a button according to voice guidance given from the ACD is disclosed in U.S. Patent No. 6,567,848. U.S. Patent No. 6,847,715 discloses a system for operatively integrating an ACD and an IVR unit in which an interaction input from a caller is stored and then transmitted to an appropriate agent workstation. The session initiation protocol (SIP) is a widely accepted standard for Internet conferencing, telephony, presence, events notification and instant messaging, which incorporates the notion of caller preferences for certain types of interactive communication sessions (e.g., designating a certain genre of music when on hold during a call). A method and apparatus for analyzing the performance of an IVR system with respect to routing of calls or contacts received in accordance with a contact flow model is described in U.S. Patent No. 6,879,685.

    [0004] It is common for a caller communicate with multiple agents during the course of a contact center communication session. One problem with the prior art is that when a caller is transferred from to a new agent he is often required to restate his original problem (i.e., his reason for calling) and/or relate the history of his earlier conversations with other agents. Furthermore, often times a caller may want to return to speak with a previous agent who may have demonstrated to be more knowledgeable, or who is already familiar with the circumstances of the caller's particular problem or request. However, in most cases control over the agent selection process resides exclusively with the ACD, or with the agents themselves who typically have access to the communication session call history that is created by existing ACD software.

    [0005] Thus, what is a needed is a system and method that provides callers with access to call history information and that allows the caller to return to a previous agent during a contact center communication session.

    [0006] By way of further background, U.S. Patent No. 6,333,980 discloses an ACD and method for selectively connecting incoming calls to a plurality of available agents based on proficiency ratings of the particular agents. A method and apparatus for controlling an ACD by a supervisor from a remote location is taught in U.S. Patent No. 6,654,458. U.S. Patent No. 6,847,715 discloses a method for controlling administration of ACD queues by a controller and of communicating data to an agent. The caller can control which agent should respond to his call, taking into account the different waiting times associated with a particular agent or the first available agent when the caller reaches the end of the queue.

    [0007] US 6,826,194 discloses a system for connecting Internet or IP users to agents of a call center, which may be linked to an Internet web site. Visual information about quality of service, available agents, and history of previous connections, is transferred to the IP user via the IP network prior to voice call establishment, and a voice call is established according to inputs from the IP user which are responsive to the transferred information.

    [0008] Aspects of the invention are set out in the independent claims. Certain preferred features are set out in the dependent claims.

    BRIEF DESCRIPTION OF THE DRAWINGS



    [0009] The present invention will be understood more fully from the detailed description that follows and from the accompanying drawings, which however, should not be taken to limit the invention to the specific embodiments shown, but are for explanation and understanding only.

    Figure 1 is a conceptual diagram of a contact center system in accordance with one embodiment of the present invention.

    Figure 2 illustrates a process of generating a call history with caller annotations in accordance with one embodiment of the present invention.

    Figure 3 is a flowchart diagram that illustrates a method of operation according to one embodiment of the present invention.

    Figure 4 is a flowchart diagram that illustrates a method of operation in accordance with another embodiment of the present invention.


    DETAILED DESCRIPTION



    [0010] A system and method that allows a caller to choose to return to a particular agent out of a plurality of agents that the caller has already interacted with during an ongoing communication session is described. In the following description specific details are set forth, such as device types, configurations, communication methods, etc., in order to provide a thorough understanding of the present invention. However, persons having ordinary skill in the arts will appreciate that these specific details may not be needed to practice the present invention.

    [0011] According to one embodiment of the present invention, a contact center provides an interactive interface (e.g., a web-based graphical user interface) that allows a caller to communicate with a plurality of service agents in a rich media environment. As a call is transferred from one agent to another, the contact center system updates and displays call or communication session history information to the caller, which information includes a listing of the previously contacted agents. The system also provides the caller with the ability to return to a particular agent by selecting or "clicking" on a visual represention (e.g., icon) associated with that agent appearing on the graphical user interface. A caller or user (in the context of the present application both terms are used synonymously) who elects to return to an agent in this manner is automatically placed in queue to wait until that agent is available. In certain implementations, the caller may be placed in a special wait queue reserved for "returning callers"; that is, callers who elect to return to a particular agent. The special wait queue may provide the returning caller with priority over other callers (e.g., those in the regular queue) to speak with the particular agent.

    [0012] Figure 1 is diagram of a contact center system in accordance with one embodiment of the present invention, which system includes an ACD 17 connected with a plurality of agents (Ag1, Ag2, Ag3, ..., AgN). ACD 17 is configured to receive and service calls from a variety of sources across different communication media, represented by "cloud" 15. Communication media cloud 15 may comprise a traditional PSTN for connecting a caller using a telephone 12 to ACD 17, or, alternatively, for connecting a caller utilizing a personal computer (PC) 13 to interact with ACD 17 via a packet-based Internet Protocol (IP) network.

    [0013] The diagram of Figure 1 shows ACD 17 including a processor subsystem 21 comprising one or more processors (simply denoted "CPU") coupled with a memory ("system memory") 24 and software module (SM) 22. Software module 22 may also be implemented in firmware or some combination of hardware/software elements. A historical reporting module 23 that operates to build up the call history as it develops for use by the various agents during the contact center session is coupled to software module 22. Although not explicitly shown, processor subsystem 21 may also be coupled directly to historical reporting module 23. Data may also be transferred between processor subsystem 21, memory 24, software module 22, and historical reporting module 23 over one or more buses, such as a memory or system bus. By way of example, the system bus may include the conventional peripheral component interconnect (PCI) bus.

    [0014] Software module 22 includes executable code that provides a caller with access to the interactive history information of a call session as it develops during the contact center session. This call history information is typically generated by historical reporting module 23 and may include a listing of the various agents that the caller has interacted with, the length of time of each interaction, comments regarding each experience, etc. In one embodiment, software module 22 also includes code for generating a visual user interface for a caller communicating via PC 13. This visual user interface may comprise an ACD collaborative web-based application that is accessed by the browser software running on PC 13. In other instances, the interface may comprise a downloaded application for execution on PC 13, or other forms of computer-executable code that may be loaded or accessed by PC 13.

    [0015] In a specific implementation, the visual user interface may permit the caller to annotate his experience with each agent by entering (e.g., typing on a keyboard) remarks in an associated annotation field. This process is illustrated in Figure 2, wherein establishment of the collaborative, interactive application between PC 13 and ACD 17 is shown by dashed line 31, and transfer of the call to a first agent (Ag1) is shown by dashed line 35. Interaction between the caller (via PC 13) and the first agent is represented by line 32, with the annotation field associated with the first agent being shown by block 38. In one embodiment, annotation field 38 appears next to the first agent's name on the visual user interface provided on PC 13. The caller may enter his comments (e.g., feedback grade, remarks regarding his experience with the agent, etc.) into field 38 anytime during or after his interactive session with the first agent. In the example of Figure 2, the caller is transferred from the first agent to a second agent (Ag2) as shown by dashed line 36. Interaction between the caller and the second agent is represented by line 33, with the annotation field associated with the second agent being shown by block 39. This process may continue with the caller being transferred to still other agents connected with ACD 17.

    [0016] The call history information shown in Figure 2, including the user-input comments in annotation fields 38 & 39, is made available to the caller via the visual user-interface display during the contact center communication session. (It is appreciated that the actual names or identities of the agents may be hidden from the caller for privacy purposes. For instance, a nickname or other identifier may be used by each of the agents, with the nicknames being displayed on PC 13.) In addition, the graphical user interface on PC 13 includes a mechanism (e.g., clicking on an icon) that permits the caller to return to a previous agent. That is, anytime during the communication session the caller may end his interactive session with a current agent and return to a previous agent. The caller's selection of a previous agent is facilitated by visual display of the call history information on PC 13. The process of returning to a previous agent in the call history listing may be repeated multiple times.

    [0017] Practitioners in the art will appreciate that the graphical user interface may also be provided on a display screen of a caller device other than a PC. For instance, a visual user interface may be provided on a display screen of a cell phone of the caller, with agent selections and annotation entries being made by keypad or voice input commands of the caller.

    [0018] It is further appreciated that in the above-described embodiment the interactive interface and the process of returning to a previous agent is enabled by software module 22 in conjunction with historical reporting module 23 and processor subsystem 21. In another embodiment, ACD 17 may be configured to control the above process by placing appropriate limitations on the ability of a caller to return to a particular agent. For example, instead of allowing a caller to invoke a transfer to a previous agent at any time, parameters within software module 22 of ADC 17 may be configured such that only a current agent may invoke a return to a previous agent. In other words, a caller may specifically request that a current agent return the caller to a previous agent, however, the current agent retains control to actually invoke the transfer. In this way, the current agent may attempt to clarify the problem, solicit further information, or report a reason for the transfer in the historical record.

    [0019] In still another alternative embodiment, whenever a caller invokes the functionality to return to a previous agent the ACD system flags the request and notifies a supervisor associated with the contact center. At that point, the supervisor may intercept the call and take over the session to insure good customer service or to simply inquire about the reason for the transfer. Another possibility is to permit a caller to make a certain number of invocations to return to a previous agent before a supervisor steps in and takes over control of the transfer process. For instance, a caller may be allowed to invoke two transfers to a previous agent, with a third transfer attempt resulting in notification to a supervisor who may then assume control over the call and any further transfers. The supervisor, for example, may query the caller to determine the reason for the transfer request and either allow or disallow the transfer. This latter embodiment insures that a caller can not disrupt or unduly dominate contact center system resources.

    [0020] Figure 3 is a flowchart diagram that illustrates a method of operation according to one embodiment of the present invention. When a call is received at the contact center from a media-rich device such as PC 13, the ACD collaborative application is automatically invoked (block 41). The start-up of the collaborative application results in pop-up of a visual user interface on the screen of PC 13, with a listing of the session history, including the current agent being displayed (block 42). The session history listing is updated in real-time with each transfer or entry of information by the agent or the caller. As discussed previously, the caller may elect to return to a particular agent at any time during the communication session (block 43). In one implementation, selection of the return-to-agent option by the caller results in immediate transfer to the selected agent (block 44). Alternatively, control over the transfer may reside with an agent or supervisor associated with the contact center system. Following transfer, the session history is updated on the visual user interface (block 42). The session continues in this manner until the call ends.

    [0021] Figure 4 is a flowchart diagram that illustrates a method of operation in accordance with another embodiment of the present invention. Instead of originating from a PC, in the embodiment of Figure 4 the call is received by ACD 17 from some type of telephonic device (e.g., standard telephone, wireless cell phone, VoIP phone, etc.). In this case, ACD 17 executes an initial telephony (IVR) prompt menu (block 51) that may solicit information from the caller and generally attempt to resolve the caller's request or problem without the need for live agent assistance. For example, if the caller simply wants to know his account balance, this information may be provided through the initial IVR self-service menu. If the initial IVR menu is unable to satisfy the caller's request or problem, the call is eventually transferred to a first available agent (block 52).

    [0022] At this point, ACD 17 dynamically creates and updates a new IVR prompt menu based on the call session history (block 53). This new IVR menu functions as a voice or aural interface that periodically provides the caller with an updated call history in the form of an automated voice script. For example, each time the caller is transferred to an agent, the IVR menu may play out a voice script that recounts the call history, including which agents the caller has already spoken with. Additionally, the IVR menu may provide the caller with the option of returning to a previous agent by voice command, touch-tone entry, or keypad response (block 54). When the caller elects to return to a previous agent, he may be placed in queue until that agent is available. After the transfer occurs (block 55), the IVR menu is dynamically updated and the process repeats. Of course, the caller may continue his session with the current agent, without ever returning to a previous agent, as indicated by block 56.

    [0023] Another possibility is to configure the ACD system such that the caller can select, at any time, a menu item to play a prompt or script that lists the names of the various agents with whom the caller has already spoken. The IVR menu may also present an option for the caller to enter a queue to return to one of the agents listed.

    [0024] It should be understood that elements of the present invention may also be provided as a computer program product which may include a machine-readable medium having stored thereon instructions which may be used to program a computer (e.g., a processor or other electronic device) to perform a sequence of operations. Alternatively, the operations may be performed by a combination of hardware and software. The machine-readable medium may include, but is not limited to, floppy diskettes, optical disks, CD-ROMs, and magnetooptical disks, ROMs, RAMs, EPROMs, EEPROMs, magnet or optical cards, propagation media or other type of media/machine-readable medium suitable for storing electronic instructions. For example, elements of the present invention may be downloaded as a computer program product, wherein the program may be transferred from a remote computer or telephonic device to a requesting process by way of data signals embodied in a carrier wave or other propagation medium via a communication link (e.g., a modem or network connection).

    [0025] Additionally, although the present invention has been described in conjunction with specific embodiments, numerous modifications and alterations are well within the scope of the present invention. Accordingly, the specification and drawings are to be regarded in an illustrative rather than a restrictive sense.


    Claims

    1. A contact center system (17) for servicing a call from a caller, including an automatic call distributor, ACD, characterized by the ACD comprising:

    means for providing the caller (12), during an ongoing call, with a call history listing each agent (Ag1-AgN) with whom the caller has interacted during the call;

    means for updating the call history listing during the ongoing call in response to transfer of the call between agents;

    means for providing the caller, during the call, with an option to return to a selected previous agent identified in the call history listing; and

    means for placing the caller in a returning caller queue for the selected agent in response to selection of the option by the caller, the system comprising means for prioritizing callers in the returning caller queue over callers in another queue for the selected agent.


     
    2. The contact center system of claim 1 further comprising means for invoking an application that provides a visual user interface on a display screen of a device (13) of the caller.
     
    3. The contact center system of claim 2 wherein the application provides the caller with an option of annotating an interactive session with a particular agent.
     
    4. The contact center system of claim 1, comprising an interactive voice response, IVR, system.
     
    5. The contact center system of claim 1, wherein transfer to the previous agent is controlled by an agent or supervisor associated with the contact center system.
     
    6. The contact center system of claim 2 wherein the visual user interface includes an annotation field associated with each agent listed in the call history, the visual user interface being configured to permit the caller to enter comments in the annotation field.
     
    7. The contact center system of claim 4 wherein the system dynamically creates an IVR prompt menu based on a current status of the call history.
     
    8. The contact center system of claim 7 wherein the IVR prompt menu includes a caller-invoked option to play a script that lists all agents with whom the caller has already spoken.
     
    9. A computer-implemented method of servicing a caller at a contact center (17) characterized by comprising:

    providing the caller (12), during an ongoing call, with a call history listing each agent (Ag1-AgN) with whom the caller has interacted during the call;

    updating the call history listing during the ongoing call in response to transfer of the call between agents such that the call history is provided in real-time;

    providing the caller, during the call, with a menu option to request return to a selected previous agent identified in the call history listing;

    placing the caller in a returning caller queue for the selected agent in response to selection of the menu option by the caller; and

    prioritizing callers in the returning caller queue over callers in another queue for the selected agent.


     
    10. The computer-implemented method of claim 9 further comprising:
    selectively transferring the caller to the previous agent in response to election of the menu option by the caller, transfer of the caller being controlled by an agent or supervisor associated with the contact center.
     
    11. The computer-implemented method of claim 9 further comprising:
    producing a visual user interface on a device (13) of the caller, the call history and menu option being presented on the visual user interface.
     
    12. The computer-implemented method of claim 9, further comprising:

    providing the caller with an interactive voice response, IVR, menu;

    dynamically creating a call history script that includes a listing of each agent with whom the caller has interacted;

    updating the IVR menu with the call history script; and

    prompting the caller with the call history script and a menu option to request return to a previous agent.


     
    13. The computer-implemented method of claim 12 further comprising: providing the caller with an option to play the call history script.
     
    14. The computer-implemented method of claim 12 wherein the IVR menu is updated following a transfer of the caller to another agent.
     
    15. A computer program product comprising software code adapted, when executed on a processor, to perform a method as claimed in any of claims 9 to 14.
     


    Ansprüche

    1. Ein Kontaktzentralesystem (17) zum Bedienen eines Anrufs von einem Anrufer, das einen automatischen Anrufverteiler (Automatic Call Distributor, ACD) umfasst, dadurch gekennzeichnet, dass der ACD Folgendes beinhaltet:

    ein Mittel zum Bereitstellen für den Anrufer (12), während eines laufenden Anrufs, eines Anrufverlaufs, worin jeder Vermittler (Ag1-AgN) aufgelistet ist, mit dem der Anrufer während des Anrufs interagiert hat;

    ein Mittel zum Aktualisieren der Anrufverlaufsliste während des laufenden Anrufs als Reaktion auf einen Transfer des Anrufs zwischen Vermittlern;

    ein Mittel zum Bereitstellen für den Anrufer, während des Anrufs, einer Option zum Rückkehren auf einen selektierten vorherigen in der Anrufverlaufsliste identifizierten Vermittler; und

    ein Mittel zum Platzieren des Anrufers in eine Rückkehrender-Anrufer-Warteschlange für den selektierten Vermittler als Reaktion auf die Selektion der Option durch den Anrufer, wobei das System ein Mittel zum Priorisieren von Anrufern in der Rückkehrender-Anrufer-Warteschlange gegenüber Anrufern in einer anderen Warteschlange für den selektierten Vermittler beinhaltet.


     
    2. Kontaktzentralesystem gemäß Anspruch 1, das ferner ein Mittel zum Aufrufen einer Anwendung beinhaltet, die eine visuelle Benutzerschnittstelle auf einem Anzeigebildschirm auf einer Vorrichtung (13) des Anrufers bereitstellt.
     
    3. Kontaktzentralesystem gemäß Anspruch 2, wobei die Anwendung für den Anrufer eine Option zum Annotieren einer interaktiven Sitzung mit einem konkreten Vermittler bereitstellt.
     
    4. Kontaktzentralesystem gemäß Anspruch 1, das ein IVR-System (IVR = Interactive Voice Response, Sprachdialog) beinhaltet.
     
    5. Kontaktzentralesystem gemäß Anspruch 1, wobei der Transfer zu dem vorherigen Vermittler durch einen Vermittler oder Supervisor gesteuert wird, der mit dem Kontaktzentralesystem assoziiert ist.
     
    6. Kontaktzentralesystem gemäß Anspruch 2, wobei die visuelle Benutzerschnittstelle ein Annotationsfeld umfasst, das mit jedem in dem Anrufverlauf aufgelisteten Vermittler assoziiert ist, wobei die visuelle Benutzerschnittstelle konfiguriert ist, um den Anrufer zu gestatten, Kommentare in das Annotationsfeld einzugeben.
     
    7. Kontaktzentralesystem gemäß Anspruch 4, wobei das System dynamisch ein IVR-Prompt-Menü basierend auf einem aktuellen Status des Anrufverlaufs erstellt.
     
    8. Kontaktzentralesystem gemäß Anspruch 7, wobei das IVR-Prompt-Menü eine anruferaufgerufene Option umfasst, um ein Skript abzuspielen, das alle Vermittler auflistet, mit denen der Anrufer bereits gesprochen hat.
     
    9. Ein computerimplementiertes Verfahren zum Bedienen eines Anrufers in einer Kontaktzentrale (17), das dadurch gekennzeichnet ist, dass es Folgendes beinhaltet:

    Bereitstellen für den Anrufer (12), während eines laufenden Anrufs, eines Anrufverlaufs, worin jeder Vermittler (Ag1-AgN) aufgelistet ist, mit dem der Anrufer während des Anrufs interagiert hat;

    Aktualisieren der Anrufverlaufsliste während des laufenden Anrufs als Reaktion auf einen Transfer des Anrufs zwischen Vermittlern, sodass der Anrufverlauf in Echtzeit bereitgestellt wird;

    Bereitstellen für den Anrufer, während des Anrufs, einer Menüoption, um das Rückkehren auf einen selektierten vorherigen in der Anrufverlaufsliste identifizierten Vermittler anzufordern;

    Platzieren des Anrufers in eine Rückkehrender-Anrufer-Warteschlange für den selektierten Vermittler als Reaktion auf die Selektion der Menüoption durch den Anrufer; und

    Priorisieren von Anrufern in der Rückkehrender-Anrufer-Warteschlange gegenüber Anrufern in einer anderen Warteschlange für den selektierten Vermittler.


     
    10. Computerimplementiertes Verfahren gemäß Anspruch 9, das ferner Folgendes beinhaltet:
    Selektives Transferieren des Anrufers zu dem vorherigen Vermittler als Reaktion auf die Wahl der Menüoption durch den Anrufer, wobei der Transfer des Anrufers durch einen Vermittler oder Supervisor gesteuert wird, der mit der Kontaktzentrale assoziiert ist.
     
    11. Computerimplementiertes Verfahren gemäß Anspruch 9, das ferner Folgendes beinhaltet:
    Produzieren einer visuellen Benutzerschnittstelle auf einer Vorrichtung (13) des Anrufers, wobei der Anrufverlauf und die Menüoption auf der visuellen Benutzerschnittstelle präsentiert werden.
     
    12. Computerimplementiertes Verfahren gemäß Anspruch 9, das ferner Folgendes beinhaltet:

    Bereitstellen für den Anrufer eines IVR-Menüs (Sprachdialogmenüs) ;

    dynamisches Erstellen eines Anrufverlaufsskripts, das eine Liste von jedem Vermittler umfasst, mit dem der Anrufer interagiert hat;

    Aktualisieren des IVR-Menüs mit dem Anrufverlaufsskript; und

    Bereitstellen für den Anrufer des Anrufverlaufsskripts und einer Menüoption, um das Rückkehren auf einen vorherigen Vermittler anzufordern.


     
    13. Computerimplementiertes Verfahren gemäß Anspruch 12, das ferner Folgendes beinhaltet:
    Bereitstellen für den Anrufer einer Option, um das Anrufverlaufsskript abzuspielen.
     
    14. Computerimplementiertes Verfahren gemäß Anspruch 12, wobei das IVR-Menü nach einem Transfer des Anrufers zu einem anderen Vermittler aktualisiert wird.
     
    15. Computerprogrammprodukt, das einen Softwarecode beinhaltet, der angepasst ist, um, wenn er auf einem Prozessor ausgeführt wird, ein Verfahren gemäß einem der Ansprüche 9 bis 14 durchzuführen.
     


    Revendications

    1. Système de centre de contact (17) pour traiter un appel provenant d'un appelant, comprenant un distributeur d'appels automatique, DAA, caractérisé par le fait que le DAA comprend :

    un moyen pour fournir à l'appelant (12), pendant un appel en cours, un historique d'appel répertoriant chaque agent (Ag1-AgN) avec qui l'appelant a interagi au cours de l'appel;

    un moyen pour mettre à jour la liste d'historique d'appel pendant l'appel en cours en réponse au transfert de l'appel entre agents;

    un moyen pour fournir à l'appelant, pendant l'appel, une option pour revenir vers un agent précédent sélectionné identifié dans la liste d'historique d'appel; et

    un moyen pour placer l'appelant dans une file d'attente d'appelants revenant pour l'agent sélectionné en réponse à la sélection de l'option par l'appelant, le système comprenant un moyen pour prioriser des appelants dans la file d'attente d'appelants revenant par rapport à des appelants dans une autre file d'attente pour l'agent sélectionné.


     
    2. Système de centre de contact selon la revendication 1, comprenant en outre un moyen pour invoquer une application qui fournit une interface utilisateur visuelle sur un écran d'affichage d'un dispositif (13) de l'appelant.
     
    3. Système de centre de contact selon la revendication 2, dans lequel l'application offre à l'appelant une option pour annoter une session interactive avec un agent particulier.
     
    4. Système de centre de contact selon la revendication 1, comprenant un système de réponse vocale interactive, RVI.
     
    5. Système de centre de contact selon la revendication 1, dans lequel le transfert vers l'agent précédent est commandé par un agent ou un superviseur associé au système de centre de contact.
     
    6. Système de centre de contact selon la revendication 2, dans lequel l'interface utilisateur visuelle comprend un champ d'annotation associé à chaque agent répertorié dans l'historique d'appel, l'interface utilisateur visuelle étant configurée pour permettre à l'appelant d'entrer des commentaires dans le champ d'annotation.
     
    7. Système de centre de contact selon la revendication 4, dans lequel le système crée dynamiquement un menu d'invites de RVI sur la base d'un statut actuel de l'historique d'appel.
     
    8. Système de centre de contact selon la revendication 7, dans lequel le menu d'invites de RVI comprend une option invoquée par l'appelant pour lire un script qui répertorie tous les agents avec qui l'appelant a déjà parlé.
     
    9. Procédé mis en oeuvre par ordinateur pour répondre à un appelant dans un centre de contact (17), caractérisé en ce qu'il comprend de :

    fournir à l'appelant (12), pendant un appel en cours, un historique d'appel répertoriant chaque agent (Ag1-AgN) avec qui l'appelant a interagi au cours de l'appel;

    mettre à jour la liste de l'historique d'appel pendant l'appel en cours en réponse au transfert de l'appel entre agents de telle sorte que l'historique d'appel soit fourni en temps réel;

    fournir à l'appelant, pendant l'appel, une option de menu pour demander à revenir vers un agent précédent sélectionné identifié dans la liste d'historique d'appel;

    placer l'appelant dans une file d'attente d'appelants revenant pour l'agent sélectionné en réponse à la sélection de l'option de menu par l'appelant; et

    prioriser les appelants dans la file d'attente d'appelants revenant par rapport à des appelants d'une autre file d'attente pour l'agent sélectionné.


     
    10. Procédé mis en oeuvre par ordinateur selon la revendication 9, comprenant en outre de :
    transférer sélectivement l'appelant vers l'agent précédent en réponse à la sélection de l'option de menu par l'appelant, le transfert de l'appelant étant commandé par un agent ou un superviseur associé au centre de contact.
     
    11. Procédé mis en oeuvre par ordinateur selon la revendication 9, comprenant en outre de :
    produire une interface utilisateur visuelle sur un dispositif (13) de l'appelant, l'historique d'appel et l'option de menu étant présentés sur l'interface utilisateur visuelle.
     
    12. Procédé mis en oeuvre par ordinateur selon la revendication 9, comprenant en outre de :

    fournir à l'appelant un menu de réponse vocale interactive, RVI;

    créer dynamiquement un script d'historique d'appel comprenant une liste de chaque agent avec qui l'appelant a interagi;

    mettre à jour le menu RVI avec le script d'historique d'appel; et

    inviter l'appelant avec le script d'historique d'appel et une option de menu à demander de revenir vers un agent précédent.


     
    13. Procédé mis en oeuvre par ordinateur selon la revendication 12, comprenant en outre de :
    fournir à l'appelant une option pour lire le script d'historique d'appel.
     
    14. Procédé mis en oeuvre par ordinateur selon la revendication 12, dans lequel le menu RVI est mis à jour suite à un transfert de l'appelant vers un autre agent.
     
    15. Programme informatique comprenant un code logiciel conçu, lorsqu'il est exécuté sur un processeur, pour exécuter un procédé selon l'une quelconque des revendications 9 à 14.
     




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    Cited references

    REFERENCES CITED IN THE DESCRIPTION



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    Patent documents cited in the description