Call center posting program

Claim 2

A call center scheduling method comprising the steps of: connecting a call center client and a remotely located call center agent by telephonic and digital means; connecting a scheduling server having a scheduling database to a voice switch handling telephonic communications for said agent; providing a client-user terminal interface for posting one or more available time-slots in said scheduling database for accepting a customer-initiated telephone call; posting one or more time-slots in said scheduling database for accepting said customer-initiated telephone call on said scheduling server by said client; providing an agent-user terminal interface for displaying said time-slots in said scheduling database to said agent; accepting one or more available time-slots by said agent through said agent-user terminal interface; validating said agent is authorized by said client to provide call center service; and marking time-slots accepted by said agent as unavailable.

Claim 3

A call center scheduling method as described in claim 1 , further comprising the step of validating said agent has not exceeded a preset hourly threshold for accepting time-slots.

Claim 4

A call center scheduling method as described in claim 1 , further comprising the step of providing time-slot transferability for a first agent to release a reserved time-slot to a second agent to handle caller activity.

Claim 5

A call center scheduling method as described in claim 1 , further comprising the steps of monitoring said agent's caller activity through said voice switch; referencing said activity against said scheduling database through said voice switch; and recording the compliance of said agent with said scheduling database in a user file.

Claim 6

A call center scheduling method as described in claim 1 , further comprising the step emailing a notification to a non-scheduled agent of an open time-slot due to non-compliance of a previously scheduled agent.

Claim 7

A call center scheduling method as described in claim 1 , further comprising the step emailing a notification to non-scheduled agents of time-slot availability due to increased customer-initiated caller activity.

Claim 8

A call center scheduling method comprising the steps of: connecting a call center client and one or more remotely located call center agent by telephonic and digital means; connecting a scheduling server having a scheduling database to a voice switch handling telephonic communications for said agent; providing a client-user terminal interface for posting one or more available time-slots in said scheduling database for accepting a customer-initiated telephone call; posting one or more time-slots in said scheduling database for accepting said customer-initiated telephone call on said scheduling server by said client; providing an agent-user terminal interface for displaying said time-slots in said scheduling database to said agent; providing a right-of-first-refusal to client-designated agents for said time-slots; providing a first alternate right-of-first-refusal to agents for said time-slots, said agents having previously worked the same time-slot on one or more prior occasions; randomly providing a second alternate right-of-first-refusal to subsets of agents for said time-slots until all time-slots are accepted; accepting one or more available time-slots by said agent though said agent-user terminal interface; validating said agent is authorized by said client to provide call center service; validating said agent has not exceeded a preset hourly threshold for accepting time-slots; providing time-slot transferability for a first agent to release a reserved time-slot to a second agent to handle caller activity; marking time-slots accepted by said agent as unavailable; monitoring said agent's caller activity through said voice switch; referencing said activity against said scheduling database through said voice switch; recording the compliance of said agent with said scheduling database in a user file; emailing a notification to a non-scheduled agent of an open time-slot due to non-compliance of a previously scheduled agent or increased customer-initiated caller activity; sending an interactive voice response notification to a non-scheduled agent of an open time-slot due to non-compliance of a previously scheduled agent or increased customer-initiated caller activity; prompting said non-scheduled agent to accept or decline said open time-slot; recording a dual tone multi-frequency response from said non-scheduled agent; and scheduling said non-scheduled agent to receive calls in the event of acceptance.

Claim 9

A call center scheduling method comprising the steps of: connecting a call center client and one or more remotely located call center agent by telephonic and digital means; connecting a scheduling server having a scheduling database to a voice switch handling telephonic communications for said agent; providing a client-user terminal interface for posting one or more available time-slots in said scheduling database for accepting a customer-initiated telephone call; posting one or more time-slots in said scheduling database for accepting said customer-initiated telephone call on said scheduling server by said client; providing an agent-user terminal interface for displaying said time-slots in said scheduling database to said agent; providing a right-of-first-refusal to client-designated agents for said time-slots; providing a first alternate right-of-first-refusal to agents for said time-slots, said agents having previously worked the same time-slot on one or more prior occasions; randomly providing a second alternate right-of-first-refusal to subsets of agents for said time-slots until all time-slots are accepted; accepting one or more available time-slots by said agent though said agent-user terminal interface; validating said agent is authorized by said client to provide call center service; validating said agent has not exceeded a preset hourly threshold for accepting time-slots; providing time-slot transferability for a first agent to release a reserved time-slot to a second agent to handle caller activity; marking time-slots accepted by said agent as unavailable; monitoring said agent's caller activity through said voice switch; referencing said activity against said scheduling database through said voice switch; recording the compliance of said agent with said scheduling database in a user file; emailing a notification to a non-scheduled agent of an open time-slot due to non-compliance of a previously scheduled agent or increased customer-initiated caller activity; sending an interactive voice response notification to a non-scheduled agent of an open time-slot due to non-compliance of a previously scheduled agent or increased customer-initiated caller activity; prompting said non-scheduled agent to accept or decline said open time-slot; recording a dual tone multi-frequency response from said non-scheduled agent; and scheduling said non-scheduled agent to receive calls in the event of acceptance.

Claim 10

A call center scheduling method comprising the steps of: connecting a call center client and a remotely located call center agent by telephonic and digital means; connecting a scheduling server having a scheduling database to a voice switch handling telephonic communications for said agent; providing a client-user terminal interface for posting one or more available time-slots in said scheduling database for accepting a customer-initiated telephone call; posting one or more time-slots in said scheduling database for accepting said customer-initiated telephone call on said scheduling server by said client; providing an agent-user terminal interface for displaying said time-slots in said scheduling database to said agent; providing a right-of-first-refusal to client-designated agents for said time-slots; accepting one or more available time-slots by said agent through said agent-user terminal interface; validating said agent is authorized by said client to provide call center service; and marking time-slots accepted by said agent as unavailable.

Claim 11

A call center scheduling method comprising the steps of: connecting a call center client and a remotely located call center agent by telephonic and digital means; connecting a scheduling server having a scheduling database to a voice switch handling telephonic communications for said agent; providing a client-user terminal interface for posting one or more available time-slots in said scheduling database for accepting a customer-initiated telephone call; posting one or more time-slots in said scheduling database for accepting said customer-initiated telephone call on said scheduling server by said client; providing an agent-user terminal interface for displaying said time-slots in said scheduling database to said agent; providing a right-of-first-refusal to client-designated agents for said time-slots; accepting one or more available time-slots by said agent through said agent-user terminal interface; validating said agent is authorized by said client to provide call center service; and marking time-slots accepted by said agent as unavailable.

Claim 12

A call center scheduling method as described in claim 8 , further comprising the step of validating said agent has not exceeded a preset hourly threshold for accepting time-slots.

Claim 13

A call center scheduling method as described in claim 8 , further comprising the step of providing time-slot transferability for a first agent to release a reserved time-slot to a second agent to handle caller activity.

Claim 14

A call center scheduling method as described in claim 8 , further comprising the steps of monitoring said agent's caller activity through said voice switch; referencing said activity against said scheduling database through said voice switch; and recording the compliance of said agent with said scheduling database in a user file.

Claim 15

A call center scheduling method as described in claim 8 , further comprising the step of emailing a notification to a non-scheduled agent of an open time-slot due to non-compliance of a previously scheduled agent.

Claim 16

A call center scheduling method as described in claim 8 , further comprising the step of emailing a notification to non-scheduled agents of time-slot availability due to increased customer-initiated caller activity.

Claim 17

A call center scheduling method comprising the steps of: connecting a call center client and a remotely located call center agent by telephonic and digital means; connecting a scheduling server having a scheduling database to a voice switch handling telephonic communications for said agent; providing a client-user terminal interface for posting one or more available time-slots in said scheduling database for accepting a customer-initiated telephone call; posting one or more time-slots in said scheduling database for accepting said customer-initiated telephone call on said scheduling server by said client; providing an agent-user terminal interface for displaying said time-slots in said scheduling database to said agent; providing a right-of-first-refusal to agents for said time-slots, said agents having previously worked the same time-slot on one or more prior occasions; accepting one or more available time-slots by said agent through said agent-user terminal interface; validating said agent is authorized by said client to provide call center service; and marking time-slots accepted by said agent as unavailable.

Claim 18

A call center scheduling method comprising the steps of: connecting a call center client and a remotely located call center agent by telephonic and digital means; connecting a scheduling server having a scheduling database to a voice switch handling telephonic communications for said agent; providing a client-user terminal interface for posting one or more available time-slots in said scheduling database for accepting a customer-initiated telephone call; posting one or more time-slots in said scheduling database for accepting said customer-initiated telephone call on said scheduling server by said client; providing an agent-user terminal interface for displaying said time-slots in said scheduling database to said agent; providing a right-of-first-refusal to agents for said time-slots, said agents having previously worked the same time-slot on one or more prior occasions; accepting one or more available time-slots by said agent through said agent-user terminal interface; validating said agent is authorized by said client to provide call center service; and marking time-slots accepted by said agent as unavailable.

Claim 19

A call center scheduling method comprising the steps of: connecting a call center client and a remotely located call center agent by telephonic and digital means; connecting a scheduling server having a scheduling database to a voice switch handling telephonic communications for said agent; providing a client-user terminal interface for posting one or more available time-slots in said scheduling database for accepting a customer-initiated telephone call; posting one or more time-slots in said scheduling database for accepting said customer-initiated telephone call on said scheduling server by said client; providing an agent-user terminal interface for displaying said time-slots in said scheduling database to said agent; providing a right-of-first-refusal to subsets of agents for said time-slots until all time-slots are accepted; accepting one or more available time-slots by said agent through said agent-user terminal interface; validating said agent is authorized by said client to provide call center service; and marking time-slots accepted by said agent as unavailable.

Claim 20

A call center scheduling method comprising the steps of: connecting a call center client and a remotely located call center agent by telephonic and digital means; connecting a scheduling server having a scheduling database to a voice switch handling telephonic communications for said agent; providing a client-user terminal interface for posting one or more available time-slots in said scheduling database for accepting a customer-initiated telephone call; posting one or more time-slots in said scheduling database for accepting said customer-initiated telephone call on said scheduling server by said client; providing an agent-user terminal interface for displaying said time-slots in said scheduling database to said agent; providing a right-of-first-refusal to subsets of agents for said time-slots until all time-slots are accepted; accepting one or more available time-slots by said agent through said agent-user terminal interface; validating said agent is authorized by said client to provide call center service; and marking time-slots accepted by said agent as unavailable.

Claim 21

A call center scheduling method comprising the steps of: connecting a call center client and a remotely located call center agent by telephonic and digital means; connecting a scheduling server having a scheduling database to a voice switch handling telephonic communications for said agent; providing a client-user terminal interface for posting one or more available time-slots in said scheduling database for accepting a customer-initiated telephone call; posting one or more time-slots in said scheduling database for accepting said customer-initiated telephone call on said scheduling server by said client; providing an agent-user terminal interface for displaying said time-slots in said scheduling database to said agent; accepting one or more available time-slots by said agent through said agent-user terminal interface; validating said agent is authorized by said client to provide call center service; marking time-slots accepted by said agent as unavailable; sending an interactive voice response notification to a non-scheduled agent of an open time-slot due to non-compliance of a previously scheduled agent; prompting said non-scheduled agent to accept or decline said open time-slot; recording a dual tone multi-frequency response from said non-scheduled agent; and scheduling said non-scheduled agent to receive calls in the event of acceptance.

Claim 22

A call center scheduling method comprising the steps of: connecting a call center client and a remotely located call center agent by telephonic and digital means; connecting a scheduling server having a scheduling database to a voice switch handling telephonic communications for said agent; providing a client-user terminal interface for posting one or more available time-slots in said scheduling database for accepting a customer-initiated telephone call; posting one or more time-slots in said scheduling database for accepting said customer-initiated telephone call on said scheduling server by said client; providing an agent-user terminal interface for displaying said time-slots in said scheduling database to said agent; accepting one or more available time-slots by said agent through said agent-user terminal interface; validating said agent is authorized by said client to provide call center service; marking time-slots accepted by said agent as unavailable; sending an interactive voice response notification to a non-scheduled agent of an open time-slot due to non-compliance of a previously scheduled agent; prompting said non-scheduled agent to accept or decline said open time-slot; recording a dual tone multi-frequency response from said non-scheduled agent; and scheduling said non-scheduled agent to receive calls in the event of acceptance.

Claim 23

A call center scheduling method comprising the steps of: connecting a call center client and a remotely located call center agent by telephonic and digital means; connecting a scheduling server having a scheduling database to a voice switch handling telephonic communications for said agent; providing a client-user terminal interface for posting one or more available time-slots in said scheduling database for accepting a customer-initiated telephone call; posting one or more time-slots in said scheduling database for accepting said customer-initiated telephone call on said scheduling server by said client; providing an agent-user terminal interface for displaying said time-slots in said scheduling database to said agent; accepting one or more available time-slots by said agent through said agent-user terminal interface; validating said agent is authorized by said client to provide call center service; marking time-slots accepted by said agent as unavailable; sending an interactive voice response notification to a non-scheduled agent of time-slot availability due to increased customer-initiated caller activity; prompting said non-scheduled agent to accept or decline said open time-slot; recording a dual tone multi-frequency response from said non-scheduled agent; and scheduling said non-scheduled agent to receive calls in the event of acceptance.

Claim 24

A call center scheduling method comprising the steps of: connecting a call center client and a remotely located call center agent by telephonic and digital means; connecting a scheduling server having a scheduling database to a voice switch handling telephonic communications for said agent; providing a client-user terminal interface for posting one or more available time-slots in said scheduling database for accepting a customer-initiated telephone call; posting one or more time-slots in said scheduling database for accepting said customer-initiated telephone call on said scheduling server by said client; providing an agent-user terminal interface for displaying said time-slots in said scheduling database to said agent; accepting one or more available time-slots by said agent through said agent-user terminal interface; validating said agent is authorized by said client to provide call center service; marking time-slots accepted by said agent as unavailable; sending an interactive voice response notification to a non-scheduled agent of time-slot availability due to increased customer-initiated caller activity; prompting said non-scheduled agent to accept or decline said open time-slot; recording a dual tone multi-frequency response from said non-scheduled agent; and scheduling said non-scheduled agent to receive calls in the event of acceptance.