Wireless telephone integration system and method for call centers and workgroups

Claim 1

A system for automatic distribution of a telephone communication from a caller, to a selected one of a plurality of agents having respective wireless telephone terminals registered in a wireless telephone network, wherein the selected agent is not predetermined by the caller and is a member of at least one of a plurality of groups of agents, each member of each of said groups being capable of performing at least one of a plurality of agent services needed by the caller, said system comprising: a matrix switch; call control means for controlling said matrix switch and connecting said matrix switch to a first telephone line in response to a first telephone call from the caller via said first telephone line, and, in further response to the first call, for connecting said matrix switch to a second telephone line accessible by said plurality of agents across said wireless telephone network; and selection means for gathering and analyzing a plurality of caller criteria and determining whether the first call is directed to one of the plurality of groups, and, if so, determining which of the plurality of agent services provided by the agents within said group is needed by the caller, and for selecting at least one of said agents within said group as the agent to be connected to said caller in a manner based at least in part upon which of said agents within said group can provide said needed agent service at the time of said call from said caller; said call control means being connected to said selection means to access information identifying said selected agent, and to said matrix switch to connect said first telephone line to a communication path interconnecting said matrix switch and said wireless telephone network via said second telephone line, thereby establishing a telephone communication link between said caller and said selected agent's wireless telephone terminal via said wireless telephone network.

Claim 2

A system for automatic distribution of a telephone communication from a caller, to a selected one of a plurality of agents having respective wireless telephone terminals registered in a wireless telephone network, wherein the selected agent is not predetermined by the caller and is a member of at least one of a plurality of groups of agents, each member of each of said groups being capable of performing at least one of a plurality of agent services needed by the caller, said system comprising: a matrix switch; call control means for controlling said matrix switch and connecting said matrix switch to a first telephone line in response to a first telephone call from the caller via said first telephone line, and, in further response to the first call, for connecting said matrix switch to a second telephone line accessible by said plurality of agents across said wireless telephone network; and selection means for gathering and analyzing a plurality of caller criteria and determining whether the first call is directed to one of the plurality of groups, and, if so, determining which of the plurality of agent services provided by the agents within said group is needed by the caller, and for selecting at least one of said agents within said group as the agent to be connected to said caller in a manner based at least in part upon which of said agents within said group can provide said needed agent service at the time of said call from said caller; said call control means being connected to said selection means to access information identifying said selected agent, and to said matrix switch to connect said first telephone line to a communication path interconnecting said matrix switch and said wireless telephone network via said second telephone line, thereby establishing a telephone communication link between said caller and said selected agent's wireless telephone terminal via said wireless telephone network.

Claim 8

A method for automatic distribution of a telephone communication from a caller, to a selected one of a plurality of agents, having respective wireless telephone terminals registered in a wireless telephone network, wherein the selected agent is not predetermined by the caller and is a member of at least one of a plurality of groups of agents, each member of each of said groups being capable of performing at least one of a plurality of agent services needed by the caller, said method comprising the steps of: providing a matrix switch and a call control means, said call control means controlling said matrix switch and connecting said matrix switch to a first telephone line in response to a first telephone call from the caller via said first telephone line, and, in further response to the first call, for connecting said matrix switch to a second telephone line accessible by said plurality of agents across said wireless telephone network; and providing a caller criteria selection means connected to said call control means, said selection means gathering and analyzing a plurality of caller criteria and determining whether the first call is directed to one of the plurality of groups, and, if so, determining which of the plurality of agent services provided by the agents within said group is needed by the caller, and selecting at least one of said agents within said group as the agent to be connected to said caller in a manner based at least in part upon which of said agents within said group can provide said needed agent service at the time of said call from said caller, said call control means being connected to said selection means to access information identifying said selected agent, and to said matrix switch to connect said first telephone line to a communication path interconnecting said matrix switch and said wireless telephone network via said second telephone line, thereby establishing a telephone communication link between said caller and said selected agent's wireless telephone terminal via said wireless telephone network.

Claim 9

A method for automatic distribution of a telephone communication from a caller, to a selected one of a plurality of agents, having respective wireless telephone terminals registered in a wireless telephone network, wherein the selected agent is not predetermined by the caller and is a member of at least one of a plurality of groups of agents, each member of each of said groups being capable of performing at least one of a plurality of agent services needed by the caller, said method comprising the steps of: providing a matrix switch and a call control means, said call control means controlling said matrix switch and connecting said matrix switch to a first telephone line in response to a first telephone call from the caller via said first telephone line, and, in further response to the first call, for connecting said matrix switch to a second telephone line accessible by said plurality of agents across said wireless telephone network; and providing a caller criteria selection means connected to said call control means, said selection means gathering and analyzing a plurality of caller criteria and determining whether the first call is directed to one of the plurality of groups, and, if so, determining which of the plurality of agent services provided by the agents within said group is needed by the caller, and selecting at least one of said agents within said group as the agent to be connected to said caller in a manner based at least in part upon which of said agents within said group can provide said needed agent service at the time of said call from said caller, said call control means being connected to said selection means to access information identifying said selected agent, and to said matrix switch to connect said first telephone line to a communication path interconnecting said matrix switch and said wireless telephone network via said second telephone line, thereby establishing a telephone communication link between said caller and said selected agent's wireless telephone terminal via said wireless telephone network.

Claim 15

A system for automatic distribution of a telephone communication from a caller, to a selected one of a plurality of agents, having respective wireless telephone terminals registered in a wireless telephone network, wherein the selected agent is not predetermined by the caller and is a member of at least one of a plurality of groups of agents, each member of each of said groups being capable of performing at least one of a plurality of agent services needed by the caller, said system comprising: a matrix switch; a call control platform in electrical communication with said matrix switch, said call control platform connecting said switch and a first telephone line in response to a first telephone call from the caller via said first telephone line, and, in further response to the first call, connecting said matrix switch to a second telephone line accessible by said plurality of agents across said wireless telephone network; an agent selection processor that gathers and analyzes a plurality of caller criteria and determines whether the first call is directed to one of the plurality of groups, and, if so, determines which of the plurality of agent services provided by the agents within said group is needed by the caller, and selects at least one of said agents within said group as the agent to be connected to said caller in a manner based at least in part upon which of said agents within said group can provide said needed agent service at the time of said call from said caller; said call control platform being in electrical communication with said selection processor to access information identifying said selected agent, and to said matrix switch to connect said first telephone line to a communication path interconnecting said matrix switch and said wireless telephone network via said second telephone line, thereby establishing a telephone communication link between said caller and said selected agent's wireless telephone terminal via said wireless telephone network.

Claim 16

A system for automatic distribution of a telephone communication from a caller, to a selected one of a plurality of agents, having respective wireless telephone terminals registered in a wireless telephone network, wherein the selected agent is not predetermined by the caller and is a member of at least one of a plurality of groups of agents, each member of each of said groups being capable of performing at least one of a plurality of agent services needed by the caller, said system comprising: a matrix switch; a call control platform in electrical communication with said matrix switch, said call control platform connecting said switch and a first telephone line in response to a first telephone call from the caller via said first telephone line, and, in further response to the first call, connecting said matrix switch to a second telephone line accessible by said plurality of agents across said wireless telephone network; an agent selection processor that gathers and analyzes a plurality of caller criteria and determines whether the first call is directed to one of the plurality of groups, and, if so, determines which of the plurality of agent services provided by the agents within said group is needed by the caller, and selects at least one of said agents within said group as the agent to be connected to said caller in a manner based at least in part upon which of said agents within said group can provide said needed agent service at the time of said call from said caller; said call control platform being in electrical communication with said selection processor to access information identifying said selected agent, and to said matrix switch to connect said first telephone line to a communication path interconnecting said matrix switch and said wireless telephone network via said second telephone line, thereby establishing a telephone communication link between said caller and said selected agent's wireless telephone terminal via said wireless telephone network.