US6128380A
Expired / Lapsed
US
⏱️ 0.0 years remaining
Automatic call distribution and training system
Assignee: SIEMENS ENTERPRISE COMMUNICATIONS Inc
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Filing: 1998-08-24
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Granted: 2000-10-03
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Expires: 2018-08-24
Abstract
Abstract A system for providing automatic call distribution and training is provided. This system includes agents capable of answering incoming telephone calls. In the preferred embodiment, a queue handler processes the incoming telephone calls to an automatic call distribution system. A monitoring means, such as a server, is used to monitor the queue. It can also monitor agent activities. A contacting means, such as a computer, is used for connecting the agents to the incoming calls. The contacting means also provides training to the agent. Thus, the agents are automatically provided with training based on the queue activity.
Inventors
- 👤 Shmuel Shaffer
- 👤 William J. Beyda
Bibliographic Details
Application Number
—
Jurisdiction
US
Data Source
google_patents
Last Synchronized
2026-11-05 10:22
CPC Classifications
H; H04; H04M; H04M3/00; H04M3/42; H04M3/50; H04M3/51; H04M3/523
Claims Analysis
Total Claims: 25
Claim 1
Independent Claim
76 words
A method for providing automatic call distribution and training, comprising the steps of: training agents in an automatic call distribution system; updating skills resumes for the agents; monitoring queues, the queues containing incoming telephone calls to the automatic call distribution system; managing the queues, the managing using the monitoring and determining which of the telephone calls is routed to which of the agents; wherein the training is delivered in accordance with the managing of the queues.
Claim 2
Independent Claim
76 words
A method for providing automatic call distribution and training, comprising the steps of: training agents in an automatic call distribution system; updating skills resumes for the agents; monitoring queues, the queues containing incoming telephone calls to the automatic call distribution system; managing the queues, the managing using the monitoring and determining which of the telephone calls is routed to which of the agents; wherein the training is delivered in accordance with the managing of the queues.
Claim 3
Dependent Claim
20 words
The method for providing automatic call distribution and training of claim 1, wherein the training utilizes an internet, push technology.
Claim 4
Dependent Claim
41 words
The method for providing automatic call distribution and training of claim 1, wherein the agents are categorized into agent groups, and wherein the agent groups are subdivided based on training levels of the agents and on the size of the queue.
Claim 5
Dependent Claim
30 words
The method for providing automatic call distribution and training of claim 1, wherein thresholds are set for removing agents from call handling and for training the agents after the removal.
Claim 6
Dependent Claim
27 words
The method for providing automatic call distribution and training of claim 1, wherein completion of the training is automatically recorded and the skills resume is automatically updated.
Claim 7
Independent Claim
68 words
A method for providing automatic call distribution and training, comprising the steps of: monitoring a queue, the queue containing incoming telephone calls to an automatic call distribution system; determining needed skills based on information from the monitoring, the skills being associated with agents in the automatic call distribution system; training the agents with the needed skills; and updating skills resumes for the agents after the training is complete.
Claim 8
Independent Claim
68 words
A method for providing automatic call distribution and training, comprising the steps of: monitoring a queue, the queue containing incoming telephone calls to an automatic call distribution system; determining needed skills based on information from the monitoring, the skills being associated with agents in the automatic call distribution system; training the agents with the needed skills; and updating skills resumes for the agents after the training is complete.
Claim 9
Dependent Claim
32 words
The method for providing automatic call distribution and training of claim 6, further comprising the step of locating idle agents, wherein the idle agents are the only agents who receive the training.
Claim 10
Dependent Claim
26 words
The method for providing automatic call distribution and training of claim 6, further comprising the step of redefining queues and agent groups based on completed training.
Claim 11
Dependent Claim
30 words
The method for providing automatic call distribution and training of claim 6, further comprising the steps of: receiving manual update requests; and training agents based on the manual update requests.
Claim 12
Dependent Claim
52 words
The method for providing automatic call distribution and training of claim 6, further comprising the steps of: postponing the training when the number of calls in the queue exceeds a first predetermined threshold; and resuming the training when the number of calls in the queue is reduced below a second predetermined threshold.
Claim 13
Dependent Claim
24 words
The method for providing automatic call distribution and training of claim 6, wherein the first predetermined threshold and the second predetermined threshold are different.
Claim 14
Dependent Claim
19 words
The method for providing automatic call distribution and training of claim 6, wherein the training utilizes Internet, push technology.
Claim 15
Independent Claim
78 words
A system providing automatic call distribution and training, comprising: a queue handler for processing incoming telephone calls to an automatic call distribution system; monitoring means for monitoring the queue activity and for monitoring agent activities, the agents capable of answering the incoming telephone calls; and contacting means for connecting the agents to the incoming calls and for providing training to the agent, wherein the agents are automatically provided with training based on the monitoring of the queue activity.
Claim 16
Independent Claim
78 words
A system providing automatic call distribution and training, comprising: a queue handler for processing incoming telephone calls to an automatic call distribution system; monitoring means for monitoring the queue activity and for monitoring agent activities, the agents capable of answering the incoming telephone calls; and contacting means for connecting the agents to the incoming calls and for providing training to the agent, wherein the agents are automatically provided with training based on the monitoring of the queue activity.
Claim 17
Dependent Claim
33 words
The system providing automatic call distribution and training of claim 13, wherein the monitoring means is a server, and wherein the contacting means is at least one of a telephone and a computer.
Claim 18
Dependent Claim
22 words
The system providing automatic call distribution and training of claim 13, wherein the training is only provided when the agents are idle.
Claim 19
Dependent Claim
19 words
The system providing automatic call distribution and training of claim 13, wherein the queue is stored in a PBX.
Claim 20
Dependent Claim
23 words
The system providing automatic call distribution and training of claim 13, wherein the queues and agent groups are redefined based on completed training.
Claim 21
Dependent Claim
50 words
The system providing automatic call distribution and training of claim 13, wherein the training is postponed when the number of calls in the queue exceeds a first predetermined threshold, and wherein the training is resumed when the number of calls in the queue is reduced below a second predetermined threshold.
Claim 22
Dependent Claim
18 words
The system providing automatic call distribution and training of claim 13, wherein the training utilizes Internet, push technology.
Claim 23
Dependent Claim
24 words
The system providing automatic call distribution and training of claim 13, wherein a voice mail system with a call back request feature is utilized.
Claim 24
Dependent Claim
19 words
The system providing automatic call distribution and training of claim 13, wherein an interactive voice response unit is utilized.
Claim 25
Dependent Claim
40 words
The system providing automatic call distribution and training of claim 13, wherein the agents are categorized into agent groups, and wherein the agent groups are subdivided based on training levels of the agents and on the size of the queue.
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USPTO Annuity & Maintenance Windows
| Annuity Stage | Window Opens | Payment Deadline | Surcharge Period Until | Estimated Fee | Status |
|---|---|---|---|---|---|
| 3.5 Years (Year 4) | 2003-10-03 | 2004-04-03 | 2004-10-03 | $2000.00 | Window Closed / Lapsed |
| 7.5 Years (Year 8) | 2007-10-03 | 2008-04-03 | 2008-10-03 | $3760.00 | Window Closed / Lapsed |
| 11.5 Years (Year 12) | 2011-10-03 | 2012-04-03 | 2012-10-03 | $7700.00 | Window Closed / Lapsed |