United States Patent [19]
`Haigh
`
`Us005793861A
`[11] Patent Number:
`[45] Date of Patent:
`
`5,793,861
`Aug. 11, 1998
`
`[54] TRANSACTION PROCESSING SYSTEM AND
`METHOD
`
`[75] Inventor: Steven Paul Halgh. Oxford. Conn.
`
`[73] Assignee: Executone Information Systems, Inc..
`Milford. Conn.
`
`[21] Appl. No.: 665,001
`[22] Filed:
`Jun. 11, 1996
`
`[51] Int. Cl.6 ..................................................... .. H04Q 3/64
`[52] us. Cl.
`. 379/266; 379/265; 379/309
`[58] Field of Search ................................... .. 379/201. 209.
`379/225. 265. 266. 309. 67. 88. 89. 90.01.
`93.24; 370/429. 412. 413. 415. 417
`
`[56]
`
`References Cited
`
`U.S. PATENT DOCUMENTS
`
`5,008,930
`5.040208
`
`$168,446
`5’131'239
`5'206’903
`5.278.898
`5,299,260
`5.329.583
`5.333.266
`
`4/1991 Gawrys et a1. ....................... .. 379/210
`8/1991 Jolissaint ..... ..
`.. 379/209
`12/1992 Wiseman
`1/1993 Jolissaim
`379/265
`‘"1993 K0hle' cl a1‘
`379/265
`1/1994 Cambray et a1. .
`379/265
`3/1994 511310 .............. ..
`379/265
`7/1994 Jurgensen et al.
`7/1994 BOaZ 61 a1. .............................. .. 379/89
`
`.. 705/37
`.. 379/265
`-
`
`8/1994 Steinlicht .............................. .. 379/265
`5,335,269
`5.473.680 12/1995 Potter ..... ..
`379/266
`5.530,740
`6/1996 lrribatren el al. ...................... .. 379/89
`
`Primary Examiner—Krista Zele
`Assistant Examiner—Scott Wolinsky
`Attorney, Agent, or Firm-Dilworth & Barrese
`
`[57]
`
`ABSTRACT
`
`A transaction processing system and method includes a
`transaction interface for conveying transactions; a memory
`for storing the transactions in a queue: and a processor. The
`processor includes an identi?er generator for generating an
`identi?er for each transaction in the queue; and a transaction
`controller for using the identi?er to provide access by an
`agent to the transaction corresponding to the identi?er. The
`transaction processing system and method provides for the
`management and processing of transactions including
`inbound and outbound telephone calls as well as other
`transactions such as electronic mail. voice mail. video calls.
`facsimile transmissions. data packets over the Internet. etc.
`Automatic source identi?cation may be used. such as auto
`matic number identi?cation. for providing agents with avail
`able information of an inbound caller or message sender
`prior to handling such caller or sender for improved trans
`action roccssin
`p
`g'
`
`20 Claims, 6 Drawing Sheets
`
`VIDEO
`SYSTEM
`
`ELECTRONIC
`ACCESS
`INTERFACE
`
`SUPERVISOR
`STATION
`
`‘L 2 B
`
`1 3 8
`
`I 3 2
`
`)
`
`NETWORK
`
`AGENT
`STATION
`
`3 0 / L——
`
`1 3 4
`
`PBX
`
`VOICE MAIL
`l
`I} r |—‘ SYSTEM
`——j
`TRANSACTION INTERFACE
`-\
`24
`
`\
`2 6
`
`.\
`3 6
`
`AUTOMATIC
`SOURCE
`IDENTIFIER
`
`MEMORY
`
`~22
`
`l8
`/
`TRANSACTION
`CONTROLLER
`
`2 0
`r
`IDENTIFIER
`GENERATOR
`
`QUEUE
`
`C 16 '\ 14
`
`I
`
`I
`
`4 Cl
`
`TRANSACTION PROCESSING SYSTEM
`
`TRANSCEIVERS
`
`REMOTE UNITS ‘\
`42
`
`K
`1O
`
`inContact, Inc.
`Exhibit 1002
`Page 1 of 13
`
`

`

`US. Patent
`
`Aug. 11, 1998
`
`Sheet 1 of 6
`
`5,793,861
`
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`inContact, Inc.
`Eben1002
`Page 2 of 13
`
`inContact, Inc.
`Exhibit 1002
`Page 2 of 13
`
`
`
`
`

`

`US. Patent
`
`Aug. 11, 1998
`
`Sheet 2 of 6
`
`5,793,861
`
`START PROCESSING TRANSACTIONS
`
`I
`
`RECEIVE A TRANSACTION, INCLUDING ONE OF
`INCOMING VIDEO CALLS, TELEPHONE CALLS, vOICE
`MAIL TRANSMISSIONS, E-MAIL TRANSMISSIONS,
`FACSIMILE TRANSMISSIONS, INTERNET
`TRANSMISSIONS, DOWNLOADED FILES, ETC.
`
`44
`r*-/
`
`46
`,4
`
`‘I’
`PROCESS TRANSACTION
`
`PRE-PROCESS TRANSACTION
`
`N 48
`
`so
`V~/
`
`52
`V
`QUEUE TRANSACTION INTO APPROPRIATE QUEUE /~-/
`
`‘l’
`IS AN AGENT AVAILABLE ?
`
`54
`b“
`
`NO
`
`YES
`‘ 56 58
`/
`r
`I
`/
`CONTINUE To RECEIVE
`SEND SIGNAL TO AGENT
`TRANSACTIONS
`STATION INDICATING
`TRANSACTION TYPE OF
`QUEUED TRANSACTION
`
`so
`/
`SEND QUEUED TRANSACTION TO AVAILABLE AGENT "-T’
`
`\l’
`AGENT RESPONDS TO RECEIVED TRANSACTION
`
`‘V
`IS ADDITIONAL ACTIVITY REQUIRED
`BY AGENT To PROCESS A TRANSACTION ?
`
`62
`/ "
`
`64
`/-/
`
`NO
`
`65
`r’
`AGENT CCHPLETES
`PROCESSING OF
`THE TRANSACTION
`
`YES
`68
`/
`1
`AGENT ASSIGNS PRIORITY
`LEVEL TO THE ORIGINATOR
`OF THE TRANSACTION
`
`FIG. 2
`
`inContact, Inc.
`Exhibit 1002
`Page 3 of 13
`
`

`

`US. Patent
`
`Aug. 11, 1998
`
`Sheet 3 0f 6
`
`5,793,861
`
`FROM TRANSACTION
`INTERFACE
`
`72
`
`FC
`
`74
`3
`|—L—|<
`
`FROM IDENTIFIER
`GENERATOR
`
`70
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`76
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`FIG. 4
`
`FIG. 5
`
`inContact, Inc.
`Exhibit 1002
`Page 4 of 13
`
`

`

`US. Patent
`
`Aug. 11, 1998
`
`Sheet 4 0f 6
`
`5,793,861
`
`94
`PERFORM AUTOMATIC SOURCE IDENTIFICATION /
`IN RESPONSE TO AN INBOU'ND TRANSACTION
`
`/
`scAN THE MEMORY FOR THE NUMBER
`AND/OR ADDRESS OF THE INBOUND TRANSACTION
`
`96
`P’
`
`RETRIEVE ANY INFORMATION CONCERNING THE
`THE INBOUND TRANSACTION FROM THE MEI‘IORY
`
`9s
`,_/
`
`10o
`/
`PROVIDE THE INFORMATION TO AN AVAILABLE AGENT /—/
`FOR USE IN PROCESSING THE TRANSACTION
`
`FIG. 6
`
`inContact, Inc.
`Exhibit 1002
`Page 5 of 13
`
`

`

`US. Patent
`
`Aug. 11, 1998
`
`Sheet 5 of 6
`
`5,793,861
`
`2:Jul
`
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`inContact, Inc.
`Exhibit 1002
`Page 6 of 13
`
`inContact, Inc.
`Exhibit 1002
`Page 6 of 13
`
`
`
`
`
`

`

`US. Patent
`
`Aug. 11, 1998
`
`Sheet 6 of 6
`
`5,793,861
`
`146
`
`144
`
`' 138
`
`Receiver
`
`0 9
`
`136
`
`00
`
`U H [
`
`It
`
`inContact, Inc.
`Exhibit 1002
`Page 7 of 13
`
`
`
`
`____I_ ______________________________
`
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`128
`
`inContact, Inc.
`Exhibit 1002
`Page 7 of 13
`
`

`

`5.793.86l
`
`1
`TRANSACTION PROCESSING SYSTEM AND
`METHOD
`
`BACKGROUND INFORMATION
`
`1. Technical Field
`This disclosure relates to data processing. and in particu
`lar to a transaction processing system and method.
`2. Description of the Related Art
`Some telephone systems automatically distribute incom
`ing or inbound calls among a plurality of telephone stations.
`These automated call distribution (ACD) systems have been
`applied. for example. to route inbound telephone calls to
`telephone stations assigned to speci?c personnel or inbound
`agents. In other applications. outbound telephone calls may
`be initiated by an ACD using automated dialers and predic
`tive dialing techniques. and the ACD then transfers the
`established calls to outbound agents. ACDs may employ call
`queues and various distribution algorithms and methods.
`implementable in software. to enhance performance of the
`overall telephone system.
`Inbound and outbound calls may be deemed transactions.
`in which a telemarketing campaign or other facility transacts
`with actual and/or potential contacts such as customers.
`Heretofore. previous call processing systems have been
`limited to processing transactions involving telephone calls.
`
`SUMMARY
`
`It is recognized herein that the management and process
`ing of transactions including inbound and outbound tele
`phone calls as well as other transactions such as electronic
`mail. voice mail. video calls. facsimile transmissions. data
`packets over the Internet. etc. would facilitate improved
`productivity in telemarketing activities.
`A transaction processing system and method is disclosed
`which includes a transaction interface for conveying trans
`actions; a memory for storing the transactions in a queue;
`and a processor. The processor includes an identi?er gen
`erator for generating an identi?er for each transaction in the
`queue: and a transaction controller for using the identi?er to
`provide access by an agent to the transaction corresponding
`to identi?er.
`
`15
`
`25
`
`35
`
`BRIEF DESCRIPTION OF THE DRAWINGS
`
`The features of the disclosed call transaction processing
`system and method will become more readily apparent and
`may be better understood by referring to the following
`detailed description of illustrative embodiments of the
`present invention. taken in conjunction with the accompa
`nying drawings. in which:
`FIG. 1 is a block diagram of the transaction processing
`system;
`FIG. 2 is a ?owchart illustrating the method of operation
`of the transaction processing system;
`FIGS. 3-5 illustrates transaction queues;
`FIG. 6 is a ?owchart illustrating automatic number iden
`ti?cation and processing;
`FIG. 7 is a block diagram of an ACD system; and
`FIG. 8 is a block diagram of a locator system.
`
`50
`
`55
`
`DESCRIPTION OF THE PREFERRED
`EMBODIMENTS
`Referring now in speci?c detail to the drawings. with like
`reference numerals identifying similar or identical elements.
`
`2
`as shown in FIG. 1. the present disclosure describes a system
`and method for managing and processing transactions. The
`system 10 is capable of receiving transactions from entities
`in which the transactions may include electronic mail
`(E-mail). voice mail. video calls. facsimile (fax)
`transmissions. etc. through network connections. such as the
`Internet as well as telephone and/or wireless connections to
`other networks. Such entities may be people. companies.
`other institutions. and other computer systems and networks.
`The system 10 includes a transaction processing system
`12 having a memory 14 for storing transactions in at least
`one queue 16. a transaction controller 18. and an identi?er
`generator 20.
`The transaction controller 18 includes. in an illustrative
`embodiment. an “INTEL” “PENTIUM”-based central pro
`cessing unit (CPU). and the memory 14 has random access
`memory (RAM) with about to Megabytes (MB) capacity.
`about 1 Gigabytes (GB) hard or ?xed disk drive. a 3.5 inch
`1.44 MB ?oppy disk drive. and/or a 120 MB internal tape
`drive. The capacity of each of the memory devices is
`expandable. and the memory 14 may be incorporated into
`the transaction controller 18. Disk drive and tape drive
`controllers are provided.
`The transaction controller 18 processes transactions
`received and sent through a transaction interface 24. and
`controls the queue 16 to store received transactions. for
`example. in a First-In. First-Out (FIFO) order. which may be
`a default queue processing order capable of being modi?ed
`by a supervisor. It is understood that other known queue
`processing techniques may be used. such a Last-In. First-Out
`(LIFO) ordering of transactions. selective processing of
`transactions in a queue. and queue processing based on. for
`example. the current loading or length of the queue. Upon
`receiving a transaction. the transaction controller 18 queues
`the transaction in at least one queue 16. The queue 16 may
`include a plurality of classes or types of queues. such as
`E-mail queues and facsimile queues. and may include at
`least one queue and/or subqueue for each class or type of
`queue.
`The operation of the transaction processing system 12
`may incorporate automatic call distribution (ACD) tech
`niques known in the art. For example. inbound and outbound
`calls as transactions may be handled and supervised by ACD
`management and supervising systems with ACD features.
`such as those features described in greater detail in com
`monly assigned U.S. Pat. No. 5.341.412. issued Aug. 23.
`1994; U.S. Pat. No. 5.465.286. issued Nov. 7. 1995; and U.S.
`patent application Ser. No. 08/123309. ?led Sep. 17. 1993.
`now abandoned. and entitled APPARATUS AND METHOD
`FOR DYNAMIC lNBOUND/OUTBOUND CALL MAN
`AGEMENT AND FOR SCHEDULING APPOINTMENTS.
`each of which are incorporated herein by reference. The
`transaction controller 18 may include an ACD system hav
`ing a server and automatic dialer. such as the “INFOSTAR”
`dialer available from EXECUTONE INFORMATION
`SYSTEMS. INC. for processing transactions such as
`inbound and outbound calls.
`After queuing the transaction. the transaction processing
`system 12 generates an identi?er. such as a signal or bit
`sequence. using the identi?er generator 20. Each identi?er is
`associated with a respective transaction. which may be any
`type of transaction. to tag the transaction stored in the
`respective queue 16. In one embodiment. the type of the
`transaction is identi?ed by the source of the transaction; for
`example. Internet transactions may be identi?ed as any
`transactions arriving or being sent through a port or jack
`
`inContact, Inc.
`Exhibit 1002
`Page 8 of 13
`
`

`

`5.793.861
`
`3
`connected to the Internet. while facsimile transactions are
`identi?ed as any transactions arriving or being sent through
`facsimile ports. Alternatively. signal processing techniques
`known in the art may identify the transaction by the wave
`form of the signal associated with the transaction; for
`example. video signals have distinct video frequencies and
`fomiats. The signal processing may also be performed on
`digital bitstreams in like manner to distinguish transactions
`by their corresponding bit sequences; for example. asyn
`chronous transfer mode (ATM) packets are distinguished as
`having a ATM length and header.
`In another embodiment. the identi?er generator 20 may
`include a system clock to generate timestamps as the iden
`ti?ers. In additional embodiments. the identi?er generator 20
`may generate the identi?ers sequentially using a counter.
`and the identi?ers may be stored in an identi?er table stored
`in the memory 14. In a further embodiment. the identi?er
`generator 20 may generate a unique identi?er from at least
`a portion of the received transaction by. for example. trun
`cating and/or digitizing a portion of the data of the transac
`tion.
`The transactions received and transmitted to the transac
`tion processing system 12 through the transaction interface
`24 are provided by at least one source of transactions. such
`as a private branch exchange (PBX) 26. a video system 28.
`a network 30 such as a local area network (LAN) and/or a
`wide area network (WAN). at least one supervisor station 32.
`at least one agent station 34. and/or a voice mail system 36.
`In particular. the PBX 26 may be an “INTEGRATED
`DIGITAL SYSTEM” (IDS) communications processor.
`available from “EXECUTONE INFORMATION
`SYSTEMS. INC.” The IDS communications process may
`have a 108/228/432/648 port con?gurations running under
`at least one of three CPU types: 228. ECPU. and ACPU. and
`capable of processing and routing telephone calls within a
`company and/or to and from a telephone company (not
`shown in FIG. 1). The PBX 26 may also be connected to the
`video system 28 for processing video calls such as video
`teleconferencing. The video system 28 may also include
`intra-facility cameras for teleconferencing and for security.
`The network 30 may be a server connected to the at least
`one supervisor station 32 and the at least one agent station
`34 for providing communications between supervisors and
`agents using stations 32. 34. as well as with customers
`through PBX 26. In an illustrative embodiment. the network
`30 operates a network protocol such as a Carrier Sense
`Multiple Access with Collision Detection (CSMA/CD) pro
`tocol.
`The network 30 may also be connected to the video
`system 28 and the voice mail system 36 for providing
`communications such as video calls and voice mail to
`supervisors and agents.
`The network 30 is also connected to an electronic access
`interface 38 such as a gateway to the Internet and/or an
`account or dedicated lines to electronic communication
`systems such as the Internet and the World Wide Web. as
`well as other computer systems such as servers. databases.
`bulletin boards. and electronic mail (E-mail) systems. For
`example. the electronic access interface 38 may operate a
`Serial Line Internet Protocol (SLIP) or a Point-to-Point
`Protocol (PPP) for conveying text. data ?les. audio. video.
`E-mail and/or voice mail by the Internet.
`The electronic access interface 38 may have a connection
`(not shown in FIG. I) to the PBX 26 and thence to a
`telephone company. For example. the connection may
`include dedicated software. SLIPIPPP lines. and/or inte
`
`25
`
`35
`
`50
`
`55
`
`65
`
`4
`grated services digital network (ISDN) lines for connecting
`the network 30 to the PBX 26 and/or the telephone company.
`Accordingly. Email and multimedia communications.
`including graphics. audio. and video. may be provided to
`stations 32. 34.
`It is understood that other sources of transactions may be
`included. such as wireless telephone and satellite link-ups.
`The sources may be connected directly to the transaction
`processing system 12 for processing and routing to appro
`priate stations 32. 34 through the network 30.
`The system 10 may also include transceivers 40 for
`connecting the PBX 26 to remote units 42 for transmitting
`and receiving transactions and/or other data. Such remote
`units 42 may include speakers such as an intercom system
`for broadcasting audio messages within a facility. with such
`audio messages originating from the stations 32. 34 or from
`an automated pager system of the network 30 and transmit
`ted through the PBX 26. Alternatively. the transceivers 40
`may be sensors for operation in a locating system for
`locating remote units 42. such as devices. badges. and the
`like which transmit. for example. infrared signals. The
`network 30 may then process such infrared signals to
`determine the location of the remote units 42 in a facility.
`which may then be used by a supervisor at a supervisor
`station 32. in a manner described in greater detail in US.
`Pat. No. 5.465.286. cited above. as well as commonly
`assigned US. Pat. No. 5.291.399. issued Mar. 1. 1994; and
`US. Pat. No. 5.465.082. issued Nov. 7. 1995; each being
`incorporated herein by reference.
`In another embodiment. the transaction processing system
`12 may include an automatic source identi?er 22. which may
`be hardware and/or software known in the art for determin
`ing a source telephone number or address implemented by
`automatic number identi?cation such as CALLER 1D. The
`automatic source identi?er 22 determines a telephone num—
`her or electronic address of an incoming call or electronic
`signal. as described below.
`The stations 32. 34 may be a terminal. a personal
`computer. and/or a workstation using. for example. the
`“INTEL” “PENTIUM” microprocessor. memory devices
`such as a 1 GB hard drive and 16 MB of RAM. and various
`input and output devices such as a telephone handset or
`headset. a mouse. a keyboard. and/or a display. It is under
`stood that other microprocessors may be used. such at the
`PowerPC microprocessor.
`The stations 32. 34 may operate custom telemarketing
`software operating. for example. in the UNIX operating
`system to perform various telemarketing and supervisory
`functions such as described in the commonly assigned
`patents and patent application. incorporated herein and cited
`above.
`For handling various types of transactions. such as
`voice mail. graphics. video calls. etc.. the network
`30 and the stations 32. 34 include appropriate transaction
`processing hardware and/or software. For example. to pro
`cess video calls as well as video clips obtained over the
`Internet. the network 30 may include a VGA video board to
`generate video graphics at the stations 32. 34. Alternatively.
`each station 32. 34 includes an individual VGA video board
`to generate graphical displays such as user menus for
`facilitating telemarketing capabilities and call management
`by the agents and by the supervisor.
`For facsimile transmissions. the network 30 or.
`alternatively. the transaction controller 18. includes appro
`priate facsimile protocols and scanning protocols for con
`verting facsimiles to text and vice versa which may be
`
`inContact, Inc.
`Exhibit 1002
`Page 9 of 13
`
`

`

`5.793.86]
`
`5
`received by or sent from the stations 32. 34. Alternatively.
`the stations 32. 34 may include the facsimile and scanning
`protocols and appropriate facsimile and scanning devices for
`processing facsimiles and scanned documents.
`As shown in FIG. 2. the method for processing transac
`tions includes the steps of starting the processing of trans
`actions in step 44. such as initializing system parameters.
`having agents log into the transaction processing system 12.
`and connecting the transaction processing system 12 to
`on-line services and/or the Internet. The transaction process
`ing system 12 then receives a transaction from either inside
`the system 10. for example. outbound calls and E-mail from
`agents. or outside the system 10. such as inbound calls and
`E-mail from customers. The transactions include one of
`incoming video calls. telephone calls. voice mail
`transmissions. E-mail transmissions. facsimile
`transmissions. internet transmissions. downloaded ?les. etc.
`in step 46. and processes the transaction in step 48 using the
`transaction controller 18.
`Step 48 includes the steps of pre-processing the received
`transactions in step 50. which includes the step of generating
`an identi?er using the identi?er generator 20. and associat
`ing the identi?er with a respective transaction. The pre
`processing may also include the step of determining a
`transaction type of the transaction by. for example. the type
`of source. such as from the video system 28. the voice mail
`system 36. etc.. or by a characteristic signal or format of the
`transaction. A facsimile transmission may include a charac
`teristic polling signal. while a Internet packet may include an
`identifying data header.
`The transaction controller 18 may use techniques known
`in the art to determine the type of transaction received. and
`may then generate a transaction type signal which is asso
`ciated with the transaction and which identi?es the type of
`transaction. In an illustrative embodiment. the transaction
`type signal may be a bit sequence using a predetermined
`classi?cation system.
`The method then queues the transactions into an appro
`priate queue in step 52. In an illustrative embodiment shown
`in FIG. 3. a facsimile transaction FT-L 70. which may be a
`concatenation of a facsimile bit sequence 72 received
`through the transaction interface 24 and the respective
`identi?er L 74 from the identi?er generator 20. is queued in
`a facsimile queue 76. While an inbound call IC-M having
`identi?er M is queued in an inbound call queue 78 and an
`outbound call OC-N having identi?er N is queued in an
`outbound call queue 80. The transactions in a queue of a
`speci?c type may be queued and processed in a ?rst-in.
`?rst-out order. although other queue processing techniques
`may be employed. Alternatively. as shown in FIG. 4. mul
`tiple transactions of diverse types may be queued in a single
`queue 82. and queued transactions may be processed by
`transaction type order or by queued order. regardless of the
`transaction type. For example. although facsimile transac
`tion FC-l 84 is the ?rst transaction in the queue 82. an
`inbound agent at one of the agent stations 34 may access the
`?rst inbound call IC-] 86 in the queue 82 instead of the
`facsimile transaction 84. In this manner. by sharing a single
`queue and having selective transaction access. the memory
`space and queue processing capabilities required may be
`minimized.
`The transaction controller 18 may allow agents to manu
`ally select a queued transaction to be accessed and acted
`upon from the queues shown in FIGS. 3-4. Alternatively. the
`transaction controller 18 may automatically send the queued
`transactions to a next available agent. In a further
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`embodiment. the transaction processing system 12 may store
`agent and supervisor data in the memory 14 which identi?es
`each agent and supervisor as being capable of receiving
`speci?c types of transactions. For example. agents may be
`designated in the memory 14 as inbound agents and out
`bound agents which exclusively handle inbound calls and
`outbound calls. respectively. Alternatively. agents may be
`redesignated as either inbound or outbound as queue pro
`cessing requires such redesignation to make more agents
`available to handle a speci?c type of transaction. The
`transaction controller 18 may then determine the status of
`the redesignated agents by automatically scanning the
`memory 14 for current agent status at predetermined
`intervals. and automatically direct speci?c types of transac
`tions to them. For example. an inbound agent may receive
`inbound calls as transactions from the transaction controller
`18. but the transaction controller 18 may detect the redes
`ignation of the inbound agent as an outbound agent and
`redirect only outbound calls and transactions to redesignated
`outbound agent.
`In addition. speci?c agents may be assigned to primarily
`process a speci?c transaction. such as facsimiles. voice mail.
`E-mail. etc.. but may have a standby status for secondary
`types. tertiary types. or other types of transactions beyond
`tertiary transactions. For example. one agent may be
`assigned to handle facsimile transactions as they arrive. but
`may be reassigned to handle E-rnail upon the arrival of such
`E-mail. In this manner. employees of a facility. such as
`agents and supervisors. may be promptly provided transac
`tions as the employees become available. and employees
`may be assigned different tasks as needed. Alternatively. the
`transactions may have designations associated therewith
`which are set for the skills of the agent or person getting the
`transactions. For example. the transaction may involve a
`language such as Spanish. so secondary. tertiary. or beyond
`tertiary processing may be performed such as directing the
`transaction to a Spanish-?uent agent; or alternatively using
`a user-controlled Spanish menu of selections or an auto
`mated Spanish translator system.
`Referring to FIG. 2. the method then determines if an
`agent is available in step 54. If no agent is available. the
`transaction processing system 12 maintains the transaction
`in an appropriate queue as in FIGS. 3-4. and continues to
`receive transactions in step 56 by looping back to receive
`transactions in step 46. If an agent is available. then the
`transaction controller 18 sends a signal to agent station
`indicating the transaction type of the queued transaction in
`step 58. and sends a next queued transaction to the available
`agent in step 60.
`The transaction type signal may be generated from a code
`stored in the memory 14 associated with each type of queue.
`For example. each of queues 76. 78 and 80 in FIG. 2 may
`have a corresponding bit sequence or label indicating the
`type of transactions queued therein. Alternatively. a single
`queue 88 as in FIG. 5 may include a transaction type 90
`associated with each corresponding transaction 92. For
`example. ‘T’ may designate inbound calls. “0” may desig
`nate outbound calls. “F” may designate facsimiles. “VM”
`may designate voice mail. “EM” may designate E-mail. etc.
`It is understood that other codes may be used. such as codes
`in a predetermined system such as “l” for inbound calls. “2"
`for outbound calls. etc. The transaction type 90 may then be
`parsed from the transaction 92 and sent to the agent station
`34 prior to the transmission of the transaction 92.
`By sending the transaction type signal to the agent station
`34. the agent station 34 may prepare to receive the transac
`tion by retrieving data from the memory 14 concerning the
`
`inContact, Inc.
`Exhibit 1002
`Page 10 of 13
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`5.793. 861
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`7
`transaction. such as biographical data of a caller. and/or
`facilitating the execution of an interactive transaction pro
`cessing protocol by the agent. Automated look-up and/or
`access to a customer host database may be performed to
`match the transaction to a particular customer record and to
`present the appropriate host screens and information to the
`agent. In an illustrative embodiment. the interactive trans
`action processing protocol may be an input screen on a
`display allowing an agent to input data in data ?elds having
`associated labels or questions. Alternatively. the interactive
`transaction processing protocol may be set of aural prompts
`or instructions. which may be heard only by the agent. to
`conduct aural or audio-visual processing of the transaction.
`For example. in anticipation of receiving an outbound
`call. the agent station 34 may generate an outbound call
`processing screen for inputting data as the agent transacts
`with the called party; for example. during a telemarketing
`campaign. In addition. in anticipation of receiving data from
`the Internet such as downloaded multimedia ?les. the agent
`station 34 may log onto the Internet and execute an Internet
`browser to process the downloaded multimedia ?les.
`Furthermore. in preparation to receive E-mail. the agent
`station 34 may automatically generate an E-mail screen.
`After the transactions are processed in step 48 and sent to
`agent stations. the agent responds to the received transaction
`in step 62; for example. by modifying data stored in the
`memory 14 to schedule appointments with parties over a
`telephone connection. an Internet or Email link. etc. If no
`additional activity is determined in step 64 to be required.
`the agent completes processing the transaction in step 66 by.
`for example. closing opened ?les. storing appointment data.
`etc.. and the transaction processing system 12 continues to
`process transactions. However. if additional activity is
`required. the agent assigns a priority level in step 68 to the
`originator of the transaction for further actions to be per
`formed. For example. a follow-up call to a telemarketing
`transaction may be scheduled for calling a customer at a later
`date. or an appointment may be scheduled with a customer.
`such as a blood donor for giving blood.
`An identi?er to a transaction record may be placed such
`that. in the event that the transaction originator needs to call
`back or otherwise contact a customer at a later date with
`respect to the original transaction. the identi?er may be used
`to process the transaction. for example. by sending the
`transaction to the original agent who made contact with the
`customer and/or by automatically presenting the agent with
`speci?c screens or information. The identi?er may also be
`used to accelerate the priority of the transaction within a
`given queue.
`In an alternative embodiment. the transaction controller
`18 may include an automatic source identi?er 22 using
`hardware and/or software known in the art. such as
`CALLER ID. for automatically identifying the telephone
`number of an inbound call. facsimile. voice mail. E-mail.
`etc. In addition. the transaction controller 18 may include
`hardware and/or software for storing electronic transmission
`addresses. such as E-mail addresses of received E-mail as
`well as Internet addresses such as hypertext transfer protocol
`(HTTP) and internet protocol (IP) addresses from data
`transmissions received via the Internet and the World Wide
`Web.
`The automatic source identi?er 22 may be used in con
`junction with an outbound call and message telemarketing
`campaign. in which outbound telephone calls. voice mail.
`E-rnail. facsimiles. etc.. are sent to called or contacted
`parties. for example. using an automatic dialer. of which the
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`telemarketing campaign has information. For example. the
`telemarketing campaign may have addresses and/or personal
`data on individuals. companies. or other entities such as
`charitable donation history. consumer history. political
`contributions. etc. for contacting potential customers such as
`blood donors or purchasers of goods.
`Such contacted customers may respond to such outbound
`transactions by calling or electronically contacting the
`telemarketing campaign through the transaction processing
`system 12. As shown in FIG. 6. the transaction processing
`system 12 then pre-processes a transaction in response to an
`entity; Le. a person. institution. or computer system. that
`initiates an inbound transaction by activating the automatic
`source identi?er 22 in step 94 to determine the entity’s
`source telephone number or electronic address. Such pre
`processing may be performed as step 50 of FIG. 2 is
`performed.
`The transaction processing system 12 then scans the
`memory 14 for any information concerning the