CA2188875C

CA2188875C - Communications system and method for operating same

Info

Publication number: CA2188875C
Application number: CA002188875A
Authority: CA
Inventors: G. Wayne Andrews; Steven H. Webber; James P. Kelly; Lawrence E. Johnson; Jerry A. Stern; Vincent J. Milano, Jr.; Charles R. Davis
Original assignee: Cisco Technology Inc
Current assignee: Cisco Technology Inc
Priority date: 1995-03-02
Filing date: 1996-03-04
Publication date: 2003-07-15
Anticipated expiration: 2016-03-04
Also published as: WO1996027254A1; CA2188875A1; EP0758508A1; AU696984B2; US5878130A; AU5357396A; US5848143A; US5546452A

Abstract

A communications system (10, 200, 400, 500) and method for operating same are provided. One embodiment of the present invention permits call routing decisions to be made with "global authority" based upon information gathered in real time from the en tire communications system and global optimization criteria. This permits unified central control, ACD features, and management for the e ntire system.

Description

wo96127~54 21 88~75 r~ Q90 COMMUNICATIONS SYSTEM AND METHOD FOR OPERATING SAME

2 The present invention relates generally to a communications system 3 and method for operating same. More specifically, the present invention 4 relates to a distributed, fault-tolerant communications system and method for operating same that makes real-time, call routing decisions based upon 6 system-wide resource utilization p,t~ nces and information. Particular 7 utility for the present is found in the area of call distribution through a8 public network (e.g. a public telephone network) to and through agent 9 systems having a plurality of diverse individual workgroups and caller services (e.g. interactive voice response and/or voice mail systems), 11 although other utilities are also ~,O~ lll,ulaL~d.
12 Systems for routing calls through public or private communications 13 networks are known in the art. Conventional automatic call distribution 14 (ACD) systems route calls to agents in telemarketing and service inquiry centers, and provide limited real-time call ",a"a~e",~"~ and reporting 16 -, ' ' lies. A typical ACD system will monitor the status of the agent 17 and, when an incoming call is received, selects the agent to handle a 18 particular service request. Reporting and pe~ullllallce data from the 19 agents are also generated by the ACD.
One particular type of scheme for distributing calls to agents is 21 disclosed in Frauenthal et al., U.S. Patent No. 4,737,983. According to 22 Frauenthal et al, data l~yltl:,~,lLillg the present call congestion of each of 23 the ACD systems is accumulated in a data base. Using the data in the 24 data base, the pel~elllage of calls made to the ACD systems, as a group, is d~ ""i"ed. The information is then used to generate call routing 26 illrollllalion. When a new call is made to the central office, the routing 27 information is queried to determine which of the ACD systems is to 28 receive the call, so as to balance the call traffic load across the ACD
29 systems.

Another call distribution scheme is provided in Gechter et al., U.S.
2 Patent No. 5,036,535. This patent discloses a system for automatically 3 distributing telephone calls placed over a network to one of a plurality of4 agent stations connected to the network via service interfaces, and providing status messages to the network. Gechter et al's disclosed 6 system includes means for receiving the agent status messages and call 7 arrival messages from the network, which means are co~ e~,le~ via a 8 network service interface to the network. Routing means responsive to 9 the receiving means is provided for generating a routing signal provided tothe network to connect the incoming call to an agent station through the 11 network. In the system disclosed in Gechter et al, when an incoming call 12 is made to the call router, it decides which agent station should receive 13 the call, establishes a call with that agent station, and then transfers the 14 original call onto the second call to connect the incoming caller directly to the agent station and then drops out of the conl~e.,~iol~. (See, Gechter et 16 al., column 11, lines 45-51).
17 U.S. Patent No. 5,193,110 issued to Jones et al discloses an 18 integrated services platform for a telephone communications system 19 which platform includes a plurality of ap~ Lio~- processing ports for providing different types of i~u~ Lioll services to callers. In Jones et 21 al's disclosed system, a master control unit and a high speed digital 22 switch are used to control processing of incoming phone calls by 23 recognizing the type of service requestcd by the caller and then routing 24 the call to the a~.p,~,prit"~ processing port. The Jones et al system is disclosed as an adjunct to current switching ~ oloy~ in public and 26 private networks.
27 Another call routing system is the Enhanced 800 Service provided 28 by AT&T. Enhanced 800 Service allow calling customers to split calls and 29 direct them to multiple call centers. Unfortunately, among its many disadvantages, this system is ,ul~,l;c~ d upon the notion that system W096/27254 ~ 1 `88 ~15 PCI~US96/a~890 .
dynamics are relatively static (i.e., that call volumes do not change 2 ~ ic~lly and that proper system functioning is a 'Vgiven"). However, 3 given the dynamics of the modern L~lecor"",unications market, this notion 4 is often very strong.
Unfortunately, none of the aforesaid prior art systems discloses 6 ill~yldLt:d means for con~,-" ,y both the routing of calls to the agent 7 and/or caller service systems, operation of the agent and/or caller service8 systems themselves, and the various ",~",ag~",t~lll and a~l",i";;,L,d~
9 functions (e.g. co",~ildLio~ and updating of call management, preferences, and status i~rullll~liull clc,l .l.~.r ~ and inputting of user control 11 preferences) since no single (~global"~ controller co,,,,ul~L~ly controls 12 processing and distribution of all calls throughout the system, and 13 aLl",;";.,L~Live functions. Thus, disadvantageously, the prior art fails to14 provide means for optimally utilizing system resources according to unifiedO~uLillli~aLiOI~ criteria. Ad~liLioll~lly the prior art fails to provide adequate 16 means for preventing CdLd:~Ll<J,I~II;I, system failure in the event of controller 17 malfunction and/or failure of other important elements of the system.
18 Acco~-l;.,y;~r~ one preferred e",bo~;",~"L of the present invention 19 provides a communications system (and method for operating same~
20 having i"Lt,y~dLed central control of both the routing of calls to the agent 21 and/or caller service systems the operation of the agent and/or caller 22 service system themselves, and dLIlll;ll;;.LldLiVe functions.
23 Advantageously, the system and method of this ~ ~ ' "~"L of the 24 present invention permit a single central controller to completely control 25 all distribution of calls throughout the entire network (i.e. even in and 26 through separate agent and caller service systems). This permits all of the 27 resources of the system to be allocated according to unified o~.Li",i~,Lion 28 criteria so as to permit optimal system resource utilization. Also 29 advantageously, this elll~OI' ~ lL of the present invention permits truly 30 global (i.e. system-wide) a.l",i,l;~L~dLiun and control.

WO 96127254 ' 2 1 ~ 8 8 7 5 PCTIUS96/02890 Additionally in preferred embodiments of the present invention the 2 system provides enhanced routing car : Lies by collecting from the 3 network caller i"ro""~liun such as dialed number, calling line ID, and 4 caller entered digits. In such preferred embodiments prior to connection 5 of the call to its ultimate tt:rl"i"aLiul, point, the system uses the caller-ô entered digits calling line ID and other system information to formulate a 7 routing command back to the public network. The routing command may 8 cause the network to deliver the physical call to the call termination point 9 along with DNIS or system information carried in the user-to-user field of 10 the ISDN setup message. Advantageously this permits explicit control of 11 the i,,L~ ally~: carriers co""euLi"g the call to the target t~llllill~Liol~
12 based upon a diverse set of criteria, including caller accounts and personal 1 3 I D numbers .
14 Another preferred embodiment of the system of the present 15 invention essentially con~u~ises a plurality of public networks for 16 illLe,uo"neuLillg a plurality of calls to a plurality of respective agent 17 systems. Each of the agent systems includes a plurality of workgroups.
18 This embodiment also uo""~lises up to two central control~ers for 19 yel~elaLillg control signals to control the public networks and the agent 20 systems to optimally route the calls through the networks and the agent 21 systems to certain of the workgroups. The central cu,lLl ''t 5 are adapted 22 to generate the control signals based upon status messages received from 23 the agent systems, requested service data from the network and 24 OuLillli~aLiOII palal~ Lel~. The central conL~ "e~ include two co"LI~
25 configured in a redundant manner for conL~ y the system in the event 26 of failure of one of the collllcl'D ~. The central controllers may be 27 yeoy,dul~ lly separated from each other. This ~",L,odi"~e~L also includes 28 synchronizer means for virtually s~ uni~;"g respective internal states of 29 the central cu"L,~" ~, and interfacing means for illLt:l~cn illg the central WO 96127254 2 1 8 8 8 1 5 i ~ go .

controllers to the public rletworks and gateway means for interfacing the 2 central e o~ ," b to the agent systems.
3 A third preferred embodiment of the system of the present 4 invention essentially co",p~i:.es at least one telephone network for illLel~onl~ee~illg at least one telephone call to at least one telephone call 6 service, and at least one Internet network for connecting an Internet call 7 to at least one Internet service. The telephone network and call services 8 are controlled by control signals supplied thereto from a primary central 9 controller for generating the control signals so as to optimally route saidtelephone call between the telephone network and the telephone call 11 service, and also so as to optimally connect the Internet call and the 12 Internet cail service based upon status messages received from the call 13 services requested service data from the networks, and optimization 14 pal al I lelèl :,.
rle~elaL~ly, in this third embodiment each of the call services 16 comprise at least one agent workstation which may or may not be 17 a:,:,oc;aled with an ACD or PBX. Also preferably the telephone call 18 service includes an IVR or similar system, and the Internet call service 19 includes at least one Internet multimedia service provider. In this embodiment, at least one wolh~La~iOI~ is networked to a caller information 21 database.
22 A fourth preferred elllLod~;.llellL of the present invention essentially 23 co""~ ,es at least one public network for i"Le,,o""e- Li"~q a plurality of 24 voice calls to at least one caller service and/or agents via a switching system. The switching system and at least one network are controlled by 26 a central controller so as to optimally route the calls to the caller services 27 and/or agents, which are also controlled by the central controller.
28 Preferably, the caller service cu""-rises an IVR cOl~llé~ Led to the switching 29 system. The switching system may be conl~eeLecl to the agents via the at least one network or via an a~upropriaLe interface.

WO 96/272Y . 2 ~ 8 8 8 7 5 P~ E n~"O
.

It will be d,u,u~ .;dl~d by those skilled in the art that although the 2 following Detailed Description will proceed with reference being made to 3 preferred clllbo~ "er~a and methods of use the present invention is not 4 intended to be limited to these preferred en ho~ "c"l~ and methods of use. Rather, the present invention is of broad scope and i5 intended to be 6 limited as only set forth in the accc""~,a"ying claims.
7 Other features and advantages of the present invention will become 8 apparent as the following Detailed Description proceeds, and upon 9 reference to the Drawings, wherein like numerals depict like parts and 0 wherein:
11 Figure 1 is a functional block diagram of one preferred embodiment 12 of the present invention.
13 Figure 2 is a functional block diagram of the primary central 14 controller of the preferred c~lbo~ c~L of Figure 1.
Figure 3 is a functional block diagram of an agent system of the 16 preferred c~llL- ,,c,ll of Figure 1.
17 Figure 4 is a functional block diagram of the a~ llali~e means 18 of the preferred e",bod;"~e"L of Figure 1.
19 Figure 5 is a functional block diagram of another preferred embodiment of the present invention, in which figure the interconnection 21 lines between the public networks and the agent systems have been 22 omitted for purposes of clarity, but should be ~lldcl~ll.od to exist 23 noncll,~less.
24 Figure 6A is a functional block diagram of the primary central controller of the preferred e",L,od;,l,e"l of Figure 5.
26 Figure 6B is a functional block diagram of the redundant central 27 controller of the e",bo.l;",e~,t of Figure 5.
28 Figure 7 is a flowchart illustrating the opc,dLiondl flow of the 29 preferred ~IlIL- llclll of Figure 5.

W096/27254 21 ~i8~75 r~l~u~
.

Figure 8 is a functional block diagram of an agent system of the 2 preferred t:"l~- "e,~ of Figure 5.
3 Figure 9 is a functional level block diagram of a third preferred 4 embodiment of the present invention in which figure the interconnection lines between the public networks and agent systems have been omitted 6 but should be understood to exist nonetheless.
7 Figure 10 is a functional block diagram of an agent system of the 8 preferred embodiment of Figure 9.
9 Figure 11 is a functional block diagram of an individual agent workstation of the agent system of Figure 10.
11 Figure 12 is a functional block diagram of a fourth preferred 12 embodiment of the present invention.
13 Figure 13 is a functional block diagram of a variation of the fourth 14 preferred embodiment shown in Figure 12.
Figure 14 is a functional block diagram of a variation of the agent 16 system shown in Figure 8.
17 Figure 15 is a functional block diagram of a variation of the 18 individual agent wo, k5Ldlion of Figure 11.

Figure 1 is an architectural-level block diagram of the various 21 functional components of one preferred ~",I,od;",~"l 10 of the system of 22 the present invention. System 10 includes at least one 24, and preferably 23 a plurality of agent systems 24, 26 28 ~.onlle-;Led to a primary central 24 controller 30 and at least one 12, and preferably a plurality of conventional public telephone and/or long distance carrier networks (e.g.
26 MCI, Sprint, AT&T) 12, 14, 16. Callers 18, 20, 22 place calls to the 27 agent systems 24, 26, 28 via public networks 12, 14, 16. As will be 28 explained more fully below, primary central controller 30 generates control29 signals for CC~ " I9 distribution of calls through the long distance carriers to the agent systems, and through the agent systems themselves wo 96/27254 ; 2 1 8 ~ 8 7 5 PCTIUS96102890 to individusl workgroups, customer agents and/or caller services, based 2 upon requested service data (e.g. telephone numbers and other 3 inform2tion) supplied by callcrs through the public networks, status 4 messages (i.e. availability of resources for use by callers, loading of 5 system resources, etc.) supplied by the agent systems, and optimi~ation 6 pcllarl~ (i.e. user supplied criteria for how the system is to balance 7 competin3 concerning for use of system resources) stored in controller 8 30. Adl~ d~iol~ means 32 permits user access and control of the 9 system 10 by, for example, pt:lllli~lil,~ dynamic changing of optimization 10 palanlt~ system configuration data, etc. stored in controller 30.

11 Monitoring means 31 monitors the various elements of the system (i.e.

12 the agent systems 24, 26, 28, ad",."i~ iu~ means 32, etc.) to 13 dc~ lll.;,.;.lg whether these elements are functioning properly. If a 14 malfunction is detected, that fact is signaled to the central controller 30, 15 so that it can undertake a,uplOp~ action to correct and/or eliminate the 16 malfunction and/or any resulting problems to the system 10 from the 1 7 malfunction.
18 It is important to note at the outset that, although not shown in the 19 Figures, each of the conventional long distance carriers 12, 14, 16 20 includes a long distance control network (e.g. AT&T's Signaling System 7 21 (SS7) control network, MCl's TCP/lP-based control network, Sprint's 22 X.25-based control network and/or foreign ~le..oll",lunication's CCITT
23 SS7-based control network) and local exchange carriers. The long 24 distance control networks cont!ol routing of calls through the long 25 distance network serviced by the exchange carriers. When a long 26 distance call request is received (e.g. a caller dials a long distance 27 telephone number) by the exchange carrier, it forwards the call to the long 28 distance network, which routes the call to its intended destination. In 29 acco,dc",ce with this embodiment of the present invention, the long 30 distance control network is programmed such that when the long distance WO 961272S4 2 1 8 8 ~ 7 5 ~ R90 control network receives a request for long distance connection to one of 2 the agent systems 24, 26, 28 (or, as will be explained more fully below, 3 to one of the agent's systems workgroups or caller services), the long 4 distance control network forwards the long distance routing request to the central controller 30. The central controller then processes the request 6 and controls the system 10 to optimally utilize the system's resources 7 (i.e. to minimize calling cost by routing the call along the lowest cost 8 route, to balance system loading by routing the call to the resource with 9 the lowest current load, to maximize call localization by routing the call to the resource closest to its ori_ Ia~iol~ point, or to use a combination of the 11 foregoing and such other techniques), in the manner described more fully 12 below. As used herein, the system's "resources" includc its agent 13 systems, caller serviccs and/or individual agent workgroups. As will be 14 seen, the system accoi",ul;;.l1es call routing by, inter alia, llall;~ldLillg the routing request message into a route response message for ad.l~si"g the 16 desired agent system. It is also important to note that system 10 also 17 supports routing of calls across local exchange carriers and i"le,llaliul-al 18 PTT's by utilizing suL~ alllially the same call control and distribution 19 techniques discussed above.
Figure 2 is a scl~c:,,,aLic block diagram of the various functional 21 Cu~pol~ell~:~ of the central controller 30. Controller 30 includes means 3322 for receiving status messages and caller service requests, and for 23 supplying control signals yl::n~,ali,~g by the controller 30 to the public 24 networks and the agent systems. Receiving and supplying means 33 includes long distance carrier interfaces 38, 40, 42 for interfacing the 26 controller 30 to the public networks 12, 14, 16, respectively, each of 27 which i~le:~aces is a~uprupliaLuly adapted to permit ~la":"";~sion of control 28 signals and receipt of caller service requests from the respective network 29 to which it is conneuL~d~ For example, if carrier interface 42 is connectedto an AT&T SS7 network, then it is ap~urup~iaLc:ly configured to permit .

w0 96/27~54 2 18 8 8 7 5 r~l~e_. 6~

transfer of control signals and service requests between the controller 30 2 and the SS7 network. Other types of carriers must also be similarly 3 acco~"",odaL~d by ap~JIuplia~ configuring the other interfaces 40, 38 to 4 permit exchânge of such data between these networks and the controller 32.
6 Receiving and supplying means 33 also includes agent gateway 7 (interface) means 34 for interfacing the controller 30 to the agent systems8 24, 26, 28. Preferably, interface means 34 includes agent systems 9 interfâces 46 conlleuLtd to conventional wide area network means 44.
Wide area network 44 connects the controller to the interface means 11 whereby to permit ~lall~ on of status messages from the agent 12 systems to the controller, and to permit ~Idll:~lll;ssiOI~ of control signals to 13 the agent systems. It should be understood that the particular types of 14 interfaces 46 used will depend upon the particular constructions of the agent systems, the wide ârea network, and the controller. Wide area 16 network 44 preferably is of the TCP/IP (Tlall~ ll Control 17 Protocol/lnternet Protocol) type, although if system 10 is a~ uplia~l,ly 18 modified other types of conventional network means may be used to 19 construct network 44 without departing from this embodiment of the instant invention.
21 Also shown in Figure 2 is the control signal generator means 36, 22 which is col~neult:d to the receiving and supplying means 33, monitoring 23 means 31, and ddllli~ la~ive meâns 32. Control signal yl:llelalill~ means 24 36 uor~ cs~ routing engine 48, dâtabase logger/retrieving means 50, database manager means 52, database storâge means 54. Preferably, 26 routing engine 48 dt~ "";"es how to optimally route calls in the system 27 10 (i.e., through the public networks to the agent systems, and in the 28 agent systems II,~,,,s~lv~.,), and transmits this routing information (in the 29 form of a~J~Jluplia~ control signals, such as routing response messages 30 for add~ ,i"g the desired end-~"";"a~iu" (i.e workgroup/caller servicel WO 96127254 2 t 8 8 8 7 5 PCT,'US96~028~0 in the system to interface means 34 and receiving/supplying means 33 for 2 L~d":,",;:.ion to the agent system and long distance control networks, 3 respectively. In order to determine how best to route calls in the system, 4 routing engine 48 takes into consideration real-timc requcsted service datasupplied to it by the receiving and supplying means 33, historical (i.e.
6 previously stored) requested service data retrieved by logger/retriever 7 means 50 at the command of the routing engine 48 from the system's 8 historical database (co",p,i:,i"g database manager 52 and storage means 9 54), real-time status messages from the agent systems supplied to it from the interface means 34, historical status messages retrieved from the 11 system's database, i"~or",dLic"~ from the monitoring means concerning 12 what cvlll~l~ont~ if any) of the system are currently unavailable because 13 they are malfunctioning or inoperative, and optimization criteria and/or 14 rules stored in the database via the ad",;";;,L~t,Lion means. Routine engine 48 uses this data to calculate the optimal way to route calls in the system 16 by applying to this data conventional o~ dLiol~ dlgo,iL~""s and/or 17 strategies known to those skilled in the art, including but not limited to .
18 routing the call to the highest skilled and longest available (i.e. Iongest19 inactive ) agent in a work0roup. After making its decision on how best to route a particular call, generating ~yploplidLe control signa~s to ill~ e~L
21 this decision, and Llall:.~lliLLillg the control signals to the interface means 22 34 and receiving/supplying means 33, routing engine 48 instructs logger 23 means 50 to store the real-time i~rur~dLiol~ presented above in the 24 database for use in d~L~""i"i"g how to route later calls. Logger means 50 in turn, cor"",d"ds database manager 50 to store this information in 26 database storage means 54. It should be appreciated that manager 52, 27 and di-~'abase storage means 54 may also be of conventional construction.
28 Database 54 may also contain corporate and/or customer profile routing 29 p,t:r~ ce i~rolllldLion for use by router 48 in d~Ltlllll;ll;-lg how best to route calls through the system. Such information may include services WO 96/27254 2 ~ 8 8 8 7 5 PCT/US96102890 .

previously or most commonly used by certain callers identified by calling 2 line information data, personal ida~ ir~aLion numbers, etc. and may be 3 used by the routing engine to route such calls to services most likely to be 4 used and/or ~,ue-ificaily tailored for use by the callers.
Figure 4 is a functional block diagram of ad~ LlaL;on means 32.
6 Adlll;ll;;,LIaLiol~ means 32 preferably COIll~,lisds user input/output interface 7 means 78 col~l1e~,L~d to central controller interface means 76. User 8 interface means 78 preferably co~p~ises one or more IBM-type, Intel 9 80486, PentiumTM or RlSC-based workstations pru~,a""~,ecl to have 0raphical-type user interfaces (running e.g. in a Microsoft WindowsTM
11 env;,~,l-,,,c:llL) for permitting users to change call routing optimization12 parameters, system configuration data, etc. stored in the database of the 13 central controller. The database interface means 76 is adapted to change 14 the user's ~Idpll - 'ly input data into a form usable by the central controller to update and/or otherwise change system information stored in 16 the central controller's database. Adlll;ll;~LIaLion means 32 comprises a 17 user-~ e~ lc datahase means 75 for storing real-time information and 18 configuration information and for pelllliLLil~g such i~rurlllalion to be 19 communicated to users via the user interface means 78. Also preferably, drllll;ll;:,llaLion means 32 permits a user to monitor various system 21 activities and current system i~r~,r"~dLion, such as, call routing, system 22 configuration, etc.
23 Optionally, the system may comprise distribution or repeater means 24 77. Distribution means 77 replicates data received from the central controller and distributes the data to the adlllilli~LldLion means 32, 97, 99.
26 Advantageously, this permits the system to comprise multiple 27 adlll;ll;~.LIaLiOl~ means 32, 97, 99 distributed (and preferably 28 gao~la,vll ~y separated) throughout the systâm. Thus, the system may 29 be ad~ L~dlad from multiple geographically separated locations.

wog6~7~ 2 1 8 8~75 P l/uv ~ 9~

Figure 3 is a functional block diagram of an agent system 26 2 according to this ~,IlLo~' Ilelll of the instant invention. Agent system 263 preferably comprises wide area network interface means 72 for interfacing 4 the agent system's location controller/router 70 to the controller's wide area network 44, so as to permit transfer of control signals from controller 6 30 to local controller 70 and status message from the local controller 70 7 to controller 30. In response to control signals received by local router 70 8 from controller 30, local router 70 issues commands to the ACD/IVR or 9 PBX System causing the public network interfaces 68 in the ACD, PBX or IVR to connect calls received thereat from the public networks to 11 applvpriaLt: conventional caller services (e.g. interactive voice response 12 system 74) or individual agents (e.g. private branch exchange IPBX) 56 or 13 ACD 60). Types of PBX's and ACD's that may be included in the agent 14 systems of this embodiment of the instant invention include those made by the following co""~a";e:s. Rockwell, Aspect, AT&T, Northern Telecom, 16 ROLM, NEC and Infoswitch. It should be noted that the particular type 17 and number of caller services and individual agents shown in Figure 3 are 18 merely for illustrative purposes, and may be modified as desired without 19 departing from this embodiment of the instant invention. Local router 70 issues cOll~lllallds via the conventional local network means 58 to the 21 caller service or individual agent system to which the call is uon"e.,L~d, as 22 to how the individual agent or caller service is to distribute or process the 23 call. For example, depending upon the control signals Llall~llliLLed by the24 controller 30 to controller 70, controller 70 may instruct the call to be forwarded directly to the interactive voice response system 74 which is 26 connected as an answering resource to ACD 60, and instruct the 27 interactive voice response system to store ill~urlllaLio~ from the call for28 later retrieval and lla":"";;7siun to a workvLaLion (not shown) col"~e,,L~d to 29 the PBX 56, or to connect the call to the ACD 60 and instruct the ACD to forward the call to one of its workgroups 62, 64, 66. Of course, it will be 21 ~8~75 wo 96127254 ~ ~""~~ ~

sppreciated that if a~uluplidlt:ly modified the interface 68 may be 2 co",u,ised within the public networks or may comprise a separate stand-3 alone interface distinct from the agent systems. Likewise if the PBX, 4 IVR, and/or ACD are duplupliaL~ly modified so as to include other of the 5 various functional components of the agents (e.g. router 70) they mây be 6 . "i,l~ d, or comprised as separate functional components from the 7 agent system.
8 Local controller 70 also queries the individual agents and caller 9 services for status illfullllaLiul~ (i.e. whether they are active, what resources are available for use by callers, etc.), gathers this status 1 illrurllluLiol~ via the local network 58 and transmits this i~l~ollllaLion to the 12 central controller 30 via interface 72 for use in the central controller's 13 routing decisions. In this way, the central controller 30 may automatically14 control routing of calls not only through the public networks but also in the agent systems according to status illfurllldLiûl~ gathered from the 16 entire system using global call distribution criteria. It should be 17 understood that local router 70 is of similar construction to control signal 18 generator means 36, except that local router 70 is adapted to control 19 distribution of all only within its agent system and in accordance with routing co"""a,~cl:, issued by the central controller 30.
21 Agent system 26 may also comprise local ad~ i,L~dLiol~ means 73 22 for pe""iL~i"g user control of the local router 70 and remote 23 ad~ lk.l~aliol~ means 71 for p~",lilLillg remote control of central controller 24 30. Both aJ",i";OLldliûn means 73, 71 are oF similar construction tO
adllli~ lldliûn means 32. Local a.l",i"i~LIdLion means 73 may be adapted 26 to as to be limited in its control of local router 70 only tû matters not 27 being controlled by central controller 30. Likewise, remote ddlllillk~LIdLion 28 means 71 may be limited in its authority over system 10 such that 29 ~d"~i"i:~L~dLion means 32 may override cor"",d"ds issued by ad"~i";~l~dL
means 71.

-WO 96r272s4 2 1 8 8 8 7 5 PCT/IJ596~02~190 Figure 5 is an architectural-level block diagram of another preferred 2 ~ bvd;~e~ 200 of the system of the instant invention. Unless 3 otherwise stated, the functional ~.ol"~ "~ and operation of the system 4 200 are s~L~l~,lLi~lly similar to those of system 10. System 200 includes at least one 24, and preferably a plurality of agent systems 24, 26, 28 6 connected to a primary central controller 30A and a redundant central 7 controller 30B, and at least one 12, and preferably a plurality of 8 conventional public telephone and/or long distance carrier networks 12 9 14, 16. Callers 18, 20, 22 place calls to the aaent systems 24 26 28 via public networks 12, 14 16 which, although not shown explicitly in 11 Figure 5 as being connected to the agent systems are in fact so 12 connected. The central conL~ rb 30A, 30B are co~ e~ d to monitoring 13 means 31 . Central co~LI~ , 30A 30B are connected to each other by a 14 synchronizer link (which preferably ~ o",plises a suitable wide area network cc""lel lion means), the purpose of which will be described more 16 fully below. Also, for reasons that will become apparent below primary 17 central controller 30A and adlll;lli;~Lla~ion means 32A are physically 18 located at a primary control center. Likewise redundant central controller 19 30B and ad~ LlaLion means 32B are physically located at a redundant control center. The redundant control center and the primary control 21 center may be geoula~,ll 'y separated from each other. For purposes of 22 the following discussion co~ e, tiol~s made from the primary central 23 controller 30A to the other col"~-ol~e"l~ of system 200 are designed as 24 active (i.e. with the letter NAN) while culllle~Liol~s made from the redundant controller 30B are designated inactive (i.e. with the letter NIN).
26 With reference now being made specifically to Figures 5, 6A, 6B 7 27 and 8, the operation of the primary and redundant CollLI~" ~ 30A, 30B in 28 system 200 will now be discussed. Advantageously use of primary and 29 redundant controllers in system 200 permit system 200 to exhibit a high-degree of fault-tolerance and help prevent catastrophic system failures.

wo 96/27254 2 1 8 ~ 8 7 5 ~ 90 In order to add fault-tolerance to the system 200 all critical 2 functions of the system are cl~, ' on geo_~aul~;c~lly c.cparated 3 conL~ 30A, 30B, which are u onl~e. l~d in parallel to various other 4 components of the system 200. As is known to those skilled in the art, 5 two basic approaches exist to achieve fault-tolerance through duplication 6 of system functions: the Nhot-standby approach" and the "synchronized 7 execution approachN. In the hot-standby approach one set of redundant 8 functions is termed the "primary~ functions, while the other set is termed 9 the backup" or Nredundantn functions. Under normal conditions (i.e. in 10 the absence of a failure condition), the primary functions perform the 11 system's tasks while the redundant functions are idle. In the 12 s~llcl~loni~l:d approach, neither the primary nor the redundant functions 13 are idle under normal condiLic.l,s, they both operate simultaneously to 14 process duplicate inputs and produce duplicate outputs. System 200 15 utilizes both aup,ua. l,~s.
16 At any given time one s~",cl,ru"i~, is enabled (or "masterN ) while 17 the other sy~,. Illu~ e~ is disabled lor "slave"). In the System 200 18 synchronizer 1 OOA of primary controller 30A is enabled, while 19 syl1cl"u"i~el 100B of redundant controller 30B is disabled. The enabled 20 s~", I"uni~, 100 is l~bUUllbiLIe for determining the order of data provided 21 to the routers 48A, 48B of the central conL~"t b 30A respectively and 22 Llallslllillt:d therefrom. This is necessary so as to virtually synchronize the 23 internal states of the routers in both central CollL~I rS, so as to permit 24 the redundant central controller 30B to take over control functions in the 25 system should the primary central controller 30A fail. As used herein 26 "virtual s~ll..l"uni~alion" is intended to mean that the control signal 27 genelalillg means of both central cùllLl~ll b receive and process status 28 messages and service requests in the same order, and both central 29 co"lll ~t b transmit control signals in the same order. It is unlikely that 30 the s~"lcl"uni~erb produce actual s~,l. l"uni~alion (rather than virtual wo96/z7zs4 2 t 8~ ~75 synchroni~ation) due to the time delays and di~e,t,l~, e~ between the two 2 ol~l~." b of llclllbl~lisbiOI- of status messages, service requests, and 3 control signals resulting from their geographical a~Jdld~iOIl.
4 All data being sent to the routers pass through the s~",cl~,uni~t:,b.
Each sy"c~"ul1i~t" forwards arriving data to the other synchronizer via the 6 synchronizer link. The enabled syllul"oni~e~ transmits ordering messages 7 to the disabled synchronizer via this link to permit the disabled 8 synchronizer to place the data in dp,~upli~le sequence. Ordering of data 9 ll~llblll;.,biOns to the routers is d~lt,""i,~ed by the enabled s~ o"i~e, according to the interleaving of the arriving messages. Once ordering has 11 been dt:l~"~;"ed by the enabled sy~l l"ulli~l and confirmed the 12 sy, ILI 11 Ul~ tll b transmit the properly ordered data to their respective13 routing engines.
14 In addition to virtually synchronizing operation of the two 15 uon~ .b, the synchronizers also determine when failure of a central 16 controller has occurred, in order to permit control functions for the system 17 200 to be switched to the c.~.e,~iùl~al controller li.e. the one that has no 18 failed). The s~l,. I"oni~,b do this by sending heal~bea~ messages to 19 cach other across the syllcl"ol~i~er link at predetermined time intervals in order to cl~"";"e whether they are both still functioning properly. If 21 heartbeat ~essages from one of the s~"~ rul~ b stops being received 22 by the other, there are two possible reasons for this phenomenon. The 23 first possibility is that the synchronizer not sending the messages may 24 have failed (along with its central controller). The second possibility is that the synchronizer link connection has failed.
26 In either event the disabled synchronizer generates du~,rupric"t:
27 control signals and causes them to be ~ b~ ed to the agent systems.
28 These control signals command the agent systems to send query 29 messages to the primary central controller. If the primary central controller is functioning properly, the primary central controller Wo 96/27254 2 1 8 ~ ~ 7 5 PCTIUS96102890 .

acknowledges this by sending an au,ulOplial~ reply message to the agent 2 systems, which then transmit this reply to the disabled synchronizer. The 3 disabled synchronizer then pe, iodia~lly attempts to re-establish 4 communications with the enabled sy,,-,l,ru,,i~,, periodically retests the proper functioning of the other controller, and/or signals a,uplupli~L~
6 personnel via the ad~ dLiol\ means that a problem may exist with the 7 heatbeat line.
8 If the majority of agent systems report that the enabled 9 s~,nl~ul~i~t,, is not functioning, then the disabied sy".,l"u"i~l becomes enabled. The newly enabled sy".,l~lul~ , then peliod;~,ally attempts to re-11 establish communications with the other synchronizer, periodically retests 12 the proper functioning of the other controller, andlor signals au~JlupliaL~13 personnel via the fldlll- ~;.,LIuLion means that a problem exists with the 14 other controller.
Once the failed synchronizer has recovered, it initiates by default as 16 the disabled s~",cl1lol~ It rc c~,laLl;a.llt:~ communication with the 17 enabled syln~l"ul~i~el~ syln~l"ul~i~es the internal states of the generating 18 means of the now redundant controller and begins normal functioning as 19 the disabled sy"ull,ulli~
If the disabled sy"ul"ul~i~el is found to have failed, the enabled 21 s~,,,cl~,u,,i~, continues normal operation, periodically attempts to re-22 establish communication with the failed s~,l,cl"ul~i~er, and attempts to 23 notify a,Upluplial~ personnel of the failure. Once the failed s~".,l"u"i~
24 has recovered, it initializes by default as the disabled s~"lclllulli~el. It re-e~Labl;~l,es communication with the enabled sy~ uni~e~, synchronizes 26 the internal states of the generating means of the redundant controller and27 begins normal functioning as the disabled s~"clllul-i~el.
28 It should be a,u,ul~uiaL~d, however, that unless a failure condition 29 exists in one of the two central co"LI." ~, a~uplupriaLtl functional 30 co,l,pu,l~ in both central cc"lll~" ~ may operate simultaneously so as wos6/27254 2 1 8 8 8 ~ ~ PCT/US9G~02890 to provide a single "logical ' central controller co,,,,u,ised of functional 2 components from both of the central con~ . Unless such a failure 3 condition is present, the system 200 may be adapted to accept control 4 signals from active functional components of the two central controllers, Itl~aldl~ss of whether those co""~on~"l~ are contained within the primary 6 or redundant central controller.
7 At its most basic level, operation of system 200 begins by storing 8 system configuration data, ~.Lillli~d~iol~ pd~a"~a~, and other system g information in the dd~dLaSt:5 of the central controllers (block 302). The synchronizers monitor whether the two controllers are functioning 11 properly, as shown at block 304, in the manner discussed previously.
12 Addilio,1.,lly, the lllo"ilo~i"3 means monitors proper functioning of the 13 system 200 and informs the co"~ as to any change in operation of 14 the system. If it is dc~Lt:"";"ed that the active (i.e. primary) controller is not functioning properly (bloclc 306), control of the system is shifted 16 essentially sedlllk ~sl~r (from the point of view of the system) to the 17 redundant controller (block 308). In any case, each controller receives 18 requested service data and status messages from the public networks and 19 agent systems at block 310 and generates control signals for routing the call through the system (as shown at block 312). The s~ cl~ n;~
21 virtually sy"cl"~ the internal states of the two controllers (as shown 22 at block 314). The control signals are supplied to the public networks and 23 the agent systems to route calls through the system (as shown at block 24 316 and 318, respectively, of Figure 7). This process then repeats itself as newly acquired system information is stored in the r~ .r-5 26 Figure 8 is a functional block diagram of an agent system 26 27 according to this embodiment 200 of the system of the instant invention.
28 Its elements and operation are essentially the same as those of agent 29 system 26 of the first e",Lodi",e"l 10. Additionally, however agent wo 96127254 2 1 8 8 ~ 7 5 r~ r-igo system 26' includes cu,ll-euLiol-s from WAN interface 72 to the two 2 CG~ " b 30A, 30B respectively. Also, to acco"""o.luLc: the di~ ces 3 in operation of the system 200 that result from use of a redundant central 4 controller, the local controller 70' is adapted to act on control signals Llcll~ll;LLt:d via the active link from the central controller.
6 Figure 9 is an architectural-level block diagram of a third preferred 7 c ."bodi"le"L 400 of the present invention. Unless otherwise ~,ueu;~i~ally 8 stated to the contrary the functional c~",~Jul~ellL~ and operation of the 9 system 400 are subaLallLi Jlly similar to those of system 200. System 400 includes at least one agent system 402, and preferably a plurality of 11 agent systems 402, 404, 406 co~ euled to a primary central controller 12 30A and redundant central controller 30B', at least one 12, and 13 preferably a plurality of conventional public telephone and/or long distance 14 carrier networks 12, 14, 16, and an Internet network 408. Telephone callers 18, 20, 22 place telephone calls to the agent systems 402, 404, 16 406 via telephone networks 12, 14, 16, respectively which although not 17 explicitly shown in Figure 9, should be understood as being cJ"n~uL~:d to 18 agent systems 402 404, 406. Internet callers 410, 412 place Internet 19 calls to the agent systems 402 404, 406 via Internet network 408. The central cûllLl~ 30A, 30B are connected to Illo~liLu~ means 31 .
21 Central c~ , 30A', 30B operate, and optimally control operation of 22 networks 12, 14, 16 and agent systems 402, 404, 406, in a 23 sul,~L~"t ly similar manner to that of ~.c."l,." a 30A and 30B.
24 Ad,iiLiol1~lly, the central u ~"LI-" a also control the individual Internetservers (not shown) cc""p,i:,ed within the Internet 408 to optimally route 26 Internet calls through the Internet 408 to the agent systems 402, 404, 27 406, in a manner that is functionally suL ,L~"Li~lly similar to that used by 28 the central cul~ , to optimally route telephone calls through the 29 networks 12, 14, 16 to the agent systems 402 404, 406.
.

wo 96/_7254 2 1 ~ 8 8 7 5 J ~ llUv~i~7R90 Figure 10 is a functional block diagram of an agvent system 402 2 according to this embodiment 400 of the present invention. Its elements 3 and operation are suL ~all~iv'!y similar to those of agent system 26' of 4 er,,Lvodi.,,e,,~ 200. Additionally, however, WAN interface 472 passes routing control signals from the central controller to the local telephone 6 call router 470. Router 470 controls routing to and through the 7 workgroups 62, 64 of the ACD 60 and/or IVR system 74 of telephone 8 calls connected to the networl~ interface 68 via the networks 12, 14, 16, 9 based upon the control signals received from the central controller.
Router 470 controls routing to and through the Internet agents 482 and/or 11 multimedia services 484 (e.g., text, audio, graphical, and/or video 12 information stored on a conventional system adapted for permitting such 13 information to be ~lall~ Led via the Internet network to the Internet 14 callers) of Internet calls connected to the Internet server 480 via the Internet network 408, based upon the control signals received from the 16 central controller. Preferably, the server 480 co"",,ises a conventional 17 Internet packet switch. Preferably, the type of multimedia information 18 supplied from the server 48~ to the Internet callers is based upon control 19 signals supplied thereto by the active central controller generatcd based upon service requests from the Internet callers. Such ill~ llla~ioll may be 21 related to the type of service requested by the Internet caller, product or22 ~lallSa~,liOI- illrolllla~irvn~ the caller's customer accounts, if any, etc.
23 Agent system 402 also co"",,i:.as a database of caller-related 24 ill~olllla~ion 476 (e.g., previous caller ~lallSa~,~iul~S, profile, and/or account illrclllllaLion indexed by caller-identifying i~r~vllllation~ such as caller 26 telephone number, Internet address, and the like). Preferably, the active 27 central controller is adapted to generate control signals for causing 28 specific caller ill~vrllla~ion (i.e., information specifically related to the caller 29 being connected to the agent system) to be autonla~ic~lly ~lallv~ vd from the database 476 to the individual agent or agents 62, 64, ~nd 482 WO 96/272S4 2 ~ ~ ~ g 75 P~ l., 6"'~Q')O

to be co~ e~,L~d to the call based upon caller-identifying illrullllaLion 2 received from the call (e.g., telephone number, customer account number, 3 Internet address, etc.), so as to permit the individual agent to be better 4 able to handle the call. The active central controller may be adapted to cause the system 400 to prompt the cailer to supply such caller-6 identifying illf~rlllaLion~ Likewise, updated i"rc.""aliol~ received from the 7 call by the individual agents may be L~ liLl~d from the agents and 8 stored in the database 476 for later recall.
9 Agent system 402 also co""~ s telephony/lnterrlet interface means 486 for p~""iLLillg remote telephone and/or Internet-based access 11 to the agent system 402. In other words, a remote individual agent (e.g., 12 home-based "dial-up" or ISDN agent, not shown) may be cu,,ne.,Ltd to the 13 local area network 58 of agent system 402 via the interface 486 and the 14 networks 12, 14, 16, 408, whereby to permit the remote agent to act as a "virtual" agent within the agent system. Alternatively, calls from the 16 Internet network 408 may be routed via Internet telephone gateway 486 17 and interface 68 into the ACD 60.
18 Preferably, in this en,Lo.i;,,,c,,L 400, the Internet agents 482 and 19 telephone workgroups 62, 64 comprise at least one 482,~ individual agent computer/L~, l,onic workstation having the construction shown in Figure 21 11. Wolk~LdLion 482A co"~,u~ means 460 for illLtlrauilIg tone/voice 22 p~ucessi~g means 458 to the local area network 58. Preferably, means 23 460 co",p,i ,es a TCP/IP and/or Internet handler interface means and 24 permits the processing means 458 to be able to exchange voice, Internet packet, tonal, facsimile, and/or other types of data between the callers and the user (not shown) of the agent v~Olh~LaLiul- 482A. It is important 27 to note in this regard that p,uces:.;"g means 458 is also adapted to permit28 exchange of voice data via the Internet network between the Internet 29 callers 410, 412 and the user of the wulh:~LdLiull (via, e.g., Voice Over Internet TM software protocol by Microsoft). Voice processor 458 also 2~ 8~75 WO 96127254 PCr/US961~2890 includes means for co"~ul~ss;llg and decu""u,~s:,;"y voice data 2 Lla~ lllilL~d and received by said processor 458.
3 Processing means 458 receives recorded verbal instructiûns and/or 4 greetings from the storage means 462 and transmits same to the caller when the caller is initially connected to the workstation 482A. Such 6 verbal i"rur",dLion may be stored in the storage means 462 via user voice 7 interface 464 which interface 464 also permits the user of the 8 v~lh~LdLioll to be able to verbally communicate with callers placing voice 9 calls over the networks 12 14, 16 and 408. The storage means 462 may also be adapted to supply a voice message to the interface means 11 464 upon connection of the call to the wulk:,LaLiùll indicative of the type12 of service being requested by the caller based upon caller-identifying 13 illrullllaliull supplied by the call.
14 Various functional components of wu~h~dLion 482A are controlled by the user of the v~lh~LaLiOll 482A by a graphical user interface means 16 452 which transmits a,u,ulu,ùliaLt: control signals to the means 458 via 17 status/control slave process 4~1, conventional telephony ' ~
18 programming interface means 454 and service provider interface 456 to 19 the means 460, and to the ;llLr~ylaLiOII means 450. Means 452 also permits the user of the workstation to request that the central controller 21 forward the call co~"ecLtd to the vvolk~lalion to another node of the 22 system 400 (e.g., another agent vJorh~LdLiolll Internet address, telephone 23 number, IVR, etc.), and to request that the central controller connect the 24 v.urksldliol~ to a requested caller via any one of the networks 12, 14, 16,408. Interface means 452 also permits the user of the wvlk~LaL;ol~ to 26 view, edit, and update i~rur~aLion stored and retrieved from the database 27 476, and to merge that data via illl~ylaliOI~ means (which utilizes 28 conventional object linking an~ elllL~ 9, and dynamic data exchange 29 technology) into conventional word-l-,uc~ssi"g and/or other data 30 p~uc~ g computer cprl ~s (not shown) whereby to permit further wo 96r272s4 2 1 ~ 8 ~ 7 5 PCTrU596rO2890 processing of said data via such c~F' iol~5~ The interface 452 also 2 permits the user of the workstation to request that the active central 3 controller change the call availability status of the workstation to permit 4 the workstation to place an outgoing call, although it is important to note 5 that the control and service request functions permitted by the graphical 6 interface 452 are subject to the control of the active central controller. In 7 other words, although the wurk~LdLioll may request that its call availability 8 status be changed, unless permitted by the active central controller, the 9 user ~v~kbLc~Lion may not change the availability of the workstation to 10 receive an outside call.
11 Of course, it should be u"de,~Luod that if l~u~uruplidL~ly modified, 12 the slave process 451 could be adapted to communicate directly with the 13 central controller via one or more public, private, or wide area networks, 14 so as to permit the central controller to be able to control the agent 15 wu,k~lc,liol~ directly (i.e., without having to go through the agent system),16 as shown in ~qhost in Figure 11. In such a Illodi~icaLion~ the slave process 17 451 may be con"e.. L~d to means (not shown in Figure 11) for providing a 18 multiplexing interface of the w~,k~L~Lion 482A and other components of 19 the system 400 (i.e., other vvu~k~Lt,Lions) to the central controller for gathering status messages, co""e.,Liol~ requests, etc. from the 21 workstation 482A and/or other co,,,,uonelll and ll~,s",ilLi"~ them to the 22 central controller, and for Ll~ ,llliLLillg control signals from the central 23 controller to the wo,k~LdLiol~ 482A and/or other components connected to 24 the multiplexing interface means.
A fourth preferred embodiment 500 of the present invention is 26 shown in Figure 12. Unless ~.e~ lly stated to the contrary, it should 27 be ~lld~::laLuod that that functional components of ~I"L.o~ 500 in 28 common with those of ~,llbc.' "~:"L 200 operate in s~L~"lil!y the same 29 way as those of embodiment 200. It should also be noted that although not ~.eui~iu~lly shown in Figure 12, ~"~bo~l;"~e"L 500 co,,,,uli:>es WO 96127254 2 1 8 8 ~3 7 ~ r~v~ C.'f'~Q90 ""~ uli~g and clJll~ ali\/e means that are suL~allLk~lly similar to those 2 in e"~bo i;",~"~ 200. The central conl~" b 30A", 30B" utilize status 3 messages from the network 12 and virtual caller service center 501, 4 service requests from the cailers 18, 20 placing voice calls to the system 500, and opli,,,i~c,liol~ p~lalllc~ to generate control signals for 6 controlling the network 12 and service center 501 so as to optimally route 7 the ca~ls therethrough to the call service/lVR 74 and/or agent v~,lkblaliull;~
8 482' (whose preferred construction will be described more fully below).
9 Caller service center 501 includes WAN interface means 472 for illlt,lra~.i"g status/control process means 504 to central .. ol~ 30A"
11 30B". Slave process 504 transmits control signals to the telephony 12 interfaces 68, 68', conventional open switching matrix 506, and caller 13 service/lVR system based upon control signals received from the central 14 co"l" "( ~., and also gathers and transmits status messages from these Cu~pC~ to the central co"ll, " ~ via the WAN interface.` In this 16 ~,IlL,c ' ,~e"l 500, agents 482' are co",)e~ d to the switching matrix 506 17 via telephony interface means 68' and public network 14 which are 18 controlled by the central con~.' s. Voice agent stations 482' receive 19 control signals from and transmit status messages to the central col~ , via the multiplexing interface means 502 (the operation of 21 which has been described previously). It should be ullde~ luOci that 22 although they are shown as being separate networks in Figure 12, 23 networks 12, 14 may comprise the same physical network in this 24 ~:,IlLo,' lldll~ 500. Advantageously, in this ~".' ~ " "t:,ll suLalallli~ily all of the call routing "i, " 3 ce" resides in the central c~,,ll~'' s rather 26 than various other system ~o~,pone~ (e.g., PBX's ACD's, etc.). Thus 27 by aupluplia~l ly modifying the l luyl allllll;l ly of the central con~,. " s, the 28 central cull~ may be used to optimally control many different types 29 of call routing and/or switching hardware without requiring substantial IIIO ii~iCaliOI~ and/or adaptation of those components.

WO96/27254 2 1 8 ~ ~ 7 5 PCI[IUS96/02890 Figure 13 is a variation 500' of the system 500 of Figure 12, and 2 unless ~ueuiric.Jl'y stated to the contrary, the operation and functional 3 components of a",Lo.li",e"L 500' should be understood to be substantially 4 the same as those of embodiment 500. S~L,aL~"Lially the only difference between t~",t.~ a 500 and 500' is that network 14 is omitted from 6 the caller servicer 501' of embodiment 500'. As a result of this 7 difference, interface means 68' in ~IllLo.li,,,t,,,L 500' is adapted to permit 8 means 68' to optimally route calls directly to a,u,ulU,UliaLt: ones of the 9 agent v~JIksl~Liu"s 482' based upon control signals generated by the central cor,ll~" a.
11 Figure 15 shown the functional components of a preferred 12 construction of the voice agent workstations 482' shown in Figures 12 13 and 13. Unless otherwise a,ueciric~lly indicated to the contrary, it should14 be understood that the functional components and operation of VvulhaL~lLio~1 482 are suLIaLallLially the same as those of ~oikaLdLiol~
16 482A. In wolkaLaLiOll 482', however, the voice plu~6~.aill3 means 458 is 17 connected directly to the either the public network 14 or to the interface 18 means 68', and the voice ,ulucesail~g means 458 is adapted to interact 19 directly with these COIll,uO~ llla, and to permit exchange of voice communication directly with callers via these components.
21 Figure 14 illustrates a variation 26" of the agent system 26' shown 22 in Figure 8. In agent system 26", the PBX 56 is adapted to be interfaced 23 directly with the telephone networks 12, 14, 16. PBX 56 is adapted to 24 forward all calls received from the networks 12, 14, 16 to the IVR 74 which is controlled directly by the central cul~Ll~ a via control signals 26 received therefrom via the interface means 502. Control signals 27 llallalllilltld from the central C01l1ll " a cause the IVR 74 to optimally 28 route and queue calls from the networks 12, 14, 16 to the agent 29 v~OlhalelLiOlis 482'. Additionally, status messages from the v~JrksLc~Liol~s WO 96n7254 2 ~ 8 8 ~ 7 5 .

482' and IVR 74 are lla~ lled to and control signals received from the 2 central controllers via interface means 502.
3 Thus, it is evident that there has been provided a communications 4 systems and method for operating same that fully satisfy both the aims and objectives l,e,t;"L~rc"~ set forth. It will be a~ ciaLed that although 6 specific ~",bo~;",~"l~ and methods of use have been presented, many 7 modifications, alternatives ând equivalents will be apparent to those 8 skilled in the art. For example, preferably, the above-presented functional9 components (with the exception of the networks 12, 14, 16, 408) of the preferred embodiments of the system of the present invention are 11 embodied as one or more distributed computer program processes running 12 on one or more conventional general purpose computers networked 13 together by conventional computer networking means. Most preferably, 14 each of these functional components is embodied by running distributed computer program pruces~a~ on IBM-type, Intel 80486, PentiumTM or 16 RISC Ill;-,~up~ocessor-based personal computers networked together by 17 conventional n~l\r ulki"g means and including such additional conventional 18 computer and telephonic communications hardware (e.g. modems) and 19 software as is ~pplupliaL~ to enable performance of the stated function.
Also, preferably, these personal computers run the Microsoft WindowsTM, 21 Windows NTTM, Windows 95TM, or DOSTM operating systems. However, 22 the various functional culllpollellLs of the embodiments of the system of 23 the present invention may alternatively be constructed solely out of 24 custom, dedicated electronic hardware and software, without departing from the present invention. Further alternatively, rather than use IBM-type 26 PC's, the system may instead utilize SUNTM ândlor conventional RISC-27 based workstations.
28 Many other mo.lirical;ul1s are also possible. For example, although 29 the ~"o~ilu,i"g means 31, 31' of the preferred embodiments 10, 200, 400, of the system of the present invention may be thought of in a w0 96/27zs4 2 1 8 8 8 7 5 P~ R90 functional sense as ~.or"plis;"g a single, ce"l~dl;~ed process, it may also 2 comprise a plurality of distributed computer processes (not shown), at 3 least one of which is located at each agent system 24, 26, 28, 24', 26', 4 28', 402, 404, 406, central controller 30, 30A, 30B, 30A', 30B' and ad~ Llalion means 32, 32A, 32B for monitoring the functioning of the 6 functional co",pol~e"L~ of the embodiments 10, 200, 400. In either case, 7 the monitoring means monitors proper functioning of the ,,or,,,uo,~t:,,Ls of 8 the system by Sy~ ",ali~,~lly receiving from the cor"l,ol~e"l~ status 9 messages via monitor repeaters or distributors Isimilar in function to the distributor means 77) which copy the messages and distribute them to 11 the IllOllilOlill9 means. The functional components intended to be 12 monitored by the ",o,lilo,i"g means are ,u~uyldl~lllled to generate periodic 13 status messages which are gathered by the monitor distributors and 14 I~a"s",iLLa~ to the monitoring means. The ",or,il~,r;l,g means then may determine if the system behavior is within bounds and notify attendant 16 personnel and/or initiate diagnostics on the failed system.
17 Further alternatively, although the agent systems 26, 26' shown in 18 Figures 3 and 8 utilize a local controller 70 or 71' to control distribution of 19 calls within individual PBX 56 and ACD 60, if PBX 56 and/or ACD 60 are 20 equipped with conventional Switch to Computer Applications Interface 21 (SCAI) means 103 and 105, the central controller 30, 30A may be used 22 to directly control distribution of calls within the systems so equipped. In 23 such an agent system, when a call is to be routed in a PBX 56 or ACD 60 24 equipped with SCAI means, the central controller transmits a~ plidL~
control signals for controlling a system equipped with SCAI means to the 26 local controller 70, 70' which has been modified to permit tlall:,lll;:,:,iOI~ of 27 these signals directly to the local area network 58 to the SCAI means of 28 the PBX or ACD to be controlled. The PBX or ACD equipped with SCAI
29 means may thus be controlled essentially directly by the primary central 30 controller. It will be app~ iaL~d that although SCAI means 103, 105 are ~ ~ 8~8~7~;
WO96~27254 P`-l"~ -5 '~

shown in Figures 3 and 8, means 103, 10~i may instead be of any 2 industry standard pluplielaly type, or may be adapted to utilize some 3 other type of conventional industry standard control protocol.
4 Other Illo.liriuaLiona are also possible. For example, although the foregoing desl"i,ulion has ,u~uceeded upon the assumption that calls are 6 routed from outside the public networks to the agent systems, if 7 a~JulO,uliaL~Iy modified in ways apparent to those skilled in the art, the 8 system may also permit and control routing of calls from the agent 9 systems through the public network to outside call receivers.
Ad.lilioll ''y, although in the preferred ~IllLodi,,,.,.,~b of the system 11 of the present invention, only the central controller is made redundant, 12 other functional elements may also be made redundant by modifying them 13 in ways apparent to those skilled in the art and/or utilizing the fault-14 tolerance principles discussed above. Advantageously, this permits even greater system-wide fault-tolerance to be obtained.
16 Further alternatively, the various functional cr,""~ol,~"l~ of the 17 t:ril~odil"~:"La 10, 200, 400 may be ,u~uy~ ed or otherwise adapted to 18 permit third party intra-system call routing or forwarding. For example, in19 the event that a workgroup to which a caller wishes to be co,~ne1~d by the system is busy or otherwise unable to accept the call at the time 21 requested, the central controller may be u,uy,a,,,,,,ed to forward the call22 to an interactive voice response (IVR) system or other such node 23 a~J~nu,ulia~ly provisioned (within the agent system or stand-alone), and to24 record ayplulJIiaL~ data to enable the central controller to later connect the IVR to the workgroup to which co,~n~,,lion was initially desired. The 26 IVR may then prompt the caller to furnish au,u~up~iaL~ illrullllaLioll for later 27 ~(uces;,;"g of the call (e.g. purpose of call, caller's name, telephone 28 number, etc.). When the workgroup becomes available, the central 29 controller corinects the IVR to the workgroup, and collllllalld~ the IVR totransmit the illrullllaliol~ stored from the caller to the workgroup via the wos6/272s4 21 88875 r~1"~ R90 public network. The members of the workgroup may then undertake 2 further action, such as placing a call to the caller.
3 Alternatively, upon notifying the caller that the workgroup is busy, 4 the central controller or IVR may prompt the user to indicate whether the caller wishes to be called back by the workgroup. If the caller indicates 6 that such is desirable, the central controller may record this and other 7 information useful for later processing of the call, and terminate the call.
8 Once the workgroup again becomes available, the central controller may 9 then telephone the caller through the public network, prompt the caller when the caller wishes to be connected to the workgroup, and connect 11 the caller to the workgroup.
12 Additionally, if applop~ia~ly modified at least one of the public 13 networks may be replaced by a private network suitable for being 14 controlled by the central controller.
In yet another modification, the system may be adapted to permit 16 so-called ''~Idllsla~iol~ routing" using a conventional DNlS-number routing17 scheme. In such an app,up,id~.,ly modified system, the system directs the 18 public interexchange carrier to route the call to a specific agent system 19 using a specific DNIS number. When that call arrives at the agent system, the local router is adapted to direct the connection of the call to 21 the desired service. As will be a,uul~cid~cl, the desired service may have 22 been selected by the caller entering an account number, personal ID
23 number or other type of direction information in response to a network-24 generated caller prompt.
Further alternatively, the system may be adapted to permit caller 26 and/or workgroup call routing and/or forwarding by permitting the caller 27 and/or workgroup to enter a desired termination extension and then 28 optimally routing the call to that extension. The active central controller29 may also be adapted to generate a,uu~Oplia~t: control signals for controlling at least one node (e.g., network 12, 14, 16, agent system, IVR, WO 96/27254 2 1 8 8 8 7 5 PCT/US96~02890 workstation, caller service, etc.) of the system to hold a call thereat 2 before connection of the call to its ultimate destination. While the call is 3 being held at the node, the central controller may cause the node (if the 4 node is capable of this function) to prompt the caller to supply information 5 for facilitating further processing of the call in the system. Alternatively, 6 the central controller may cause another to be conferenced with the call 7 while the call is being held at the node, or to prompt the caller to record a 8 voice messagc if the node cor, I,ul ises a voice response unit. Also, if the 9 node is a,up~upridL~ly provisioned for same, the central controller may 10 cause the node to supply music to the call while the call is being queued 11 at the node. Advantageously, such call queuing in the system may permit 12 call routing and/or forwarding to anywhere in the system.
13 Other modifications are also possible. For example, in embodiment 14 400, if the central conL~.'' .~ and agent systems are adapted in ways 15 apparent to those skilled in the art, the local router of the agent systems 16 may be ~' " lall::d, and the central cù~L,u'l~r~ may control directly the 17 workgroups, v.~,h:,ldLion~, IVR systems, and multimedia services of the 18 agent systems. Furthermore, if au,uluplidLl,ly modified, the Internet and 19 telephone agent workgroups may comprise separate, geographically 20 remote, agent systems.
21 In yet another lllodiricdLion~ the system of the present invention 22 may include Advanced Intelligent Network (AIN) platform means (e.g., 23 comprised within the telephone networks) for requesting an alternate 24 ter",;"dLion (e.g., a remote agent or caller service) from the central 25 controller in response to an AIN trigger from an original L~r",i,ldLiol- (e.g., 26 a nearby agent system or caller service) requested by the caller. In such 27 Illodiri~dLion, the system includes at least one network switch for being 28 controlled by the central controller to connect the call to the alternate 29 Lt:" ";, laLiOl~ .

W096127254 2 1 88~75 PCTll~S96/02890 Accordingly, the present invention is intended to cover all such 2 alternatives, modiricaLicll~s~ and equivalents as may be included within the 3 spirit and broad scope of the invention as defined only by the hereafter 4 appended claims.
Thus, advantageously, the present invention permits automatic 6 telephone routing decisions to be made with ~global authority" based 7 upon information gathered in real time from the entire communications 8 system. The present invention permits unified central control and 9 ",~"a~",~:"l for the entire system. The present invention also uses a distributed client/server network structure that enables efficient use and 11 llall~ a;0n of system data, as well as fault tolerance thr~ugh replicated 12 system functions. A system-wide distributed diagnostic monitoring and 13 servicing network permits reaction to and recovery from system 14 co"",on~"l failure in real time. None of these features of the present invention are disclosed anywhere in the prior art.

Claims

The embodiments of the invention in which an exclusive property or privilege is claimed are defined as follows:

1. A communications system, comprising:
at least one network for connecting a call to at least one agent system, said agent system including a plurality of workgroups, and being controlled by control signals supplied to said agent system, and a primary central controller for generating said control signals being supplied to said network and said agent system to control said network and said agent system so as to optimally route said call to a workgroup of said agent system, said central controller being adapted to generate said control signals for controlling said network and said agent system based upon status messages received from said agent system, requested service data from said network, and optimization parameters stored within said central controller.

2. A communications system according to claim 1, wherein said network comprises a plurality of different long distance carriers and said central controller comprises means for interfacing to said different carriers whereby to supply pertinent control signals to said different carriers.

3. A communications system according to claim 1, wherein said agent system includes an automatic call distribution (ACD)system having a plurality of workgroups and said control signals permit said call to be optimally routed to one of said workgroups of said ACD system.

4. A communications system according to claim 1, wherein said agent system comprises an interactive voice response system and said control signals permit said call to be optimally routed to said interactive voice response system.

5. A communications system according to claim 1, wherein said agent system comprises a private branch exchange system having a plurality of workgroups and said control signals permit said call to be optimally routed to one of said workgroups.

6. A communications system according to claim 1, wherein said requested service data comprises a telephone number.

7. A communications system according to claim 1, wherein said control signals are adapted to permit call load among said agent systems to be balanced.

8. A communications system according to claim 1, wherein said control signals are adapted to permit cost of operating said communications system to be minimized.

9. A communications system according to claim 1, wherein said control signals are adapted to permit call distribution to the longest available agent.

10. A communications system according to claim 1, and further comprising, a redundant controller for controlling said system in event of malfunctioning of said primary controller, and means for virtually synchronizing receipt of status messages and service data by said controllers.

11. A communications system according to claim 1, wherein said agent system comprises a conventional Switch-To-Computer-Applications Interface (SCAI) for permitting said primary central controller to control distribution of calls in said agent system.

12. A communications system according to claim 1, wherein said control signals include translation routing messages for aiding in routing said call through said system.

13. A communications system according to claim 1, wherein said network is a private network.

14. A communications system according to claim 1, wherein said routing is also based upon a desired termination supplied to said system.

15. A communications system according to claim 1, wherein said requested service data comprises calling line identification data.

16. A communications system according to claim 1, wherein said requested service data comprises a sequence of digits entered by a caller.

17. A communications system according to claim 1, wherein said controller generates said control signals based upon, at least in part, caller-entered digits.

18. A communications system according to claim 1, wherein said agent system includes a control interface for permitting control of said agent system by said central controller.

19. A communications system according to claim 1, wherein said network comprises at least one long distance carrier.

20. A communications system according to claim 19, wherein said long distance carrier comprises a SS7 long distance control network and said central controller comprises means for interfacing to said control network.

21. A communications system according to claim 1, and further comprising, means for interfacing said central controller with a plurality of agent systems.

22. A communications system according to claim 21, wherein said central controller also comprises wide area network means.

23. A communications system according to claim 1, wherein said central controller comprises routing means for generating control signals for controlling said at least one agent system based upon said status messages, said service data, and said optimization parameters, said routing means comprising database means for dynamically storing, updating, and retrieving said status messages, service data, and optimization parameters.

24. A communications system according to claim 23, and further comprising, administration means for permitting a user to control operation of said system.

25. A communications system according to claim 24, wherein said administration means comprises means for inputting said optimization parameters.

26. A communications system according to claim 1, and further comprising, a redundant central controller for controlling said system in event of failure of said primary central controller.

27. A communications system according to claim 26, wherein said redundant central controller is geographically remote from said primary central controller.

28. A communications system according to claim 26, and further comprising means for synchronizing respective internal states of said primary and redundant central controllers to permit said redundant central controller to essentially seamlessly begin controlling said system upon failure of said primary controller.

29. A communications system according to claim 1, and further comprising monitoring means for monitoring operation of said system.

30. A communications system according to claim 29, wherein said central controller includes means for logging system information to a database.

31. A communications system according to claim 1, wherein said agent systems are connected to said central controller via wide area network means.

32. A communications system according to claim 31, wherein said wide area network means comprises Transmission Control Protocol/Internet Protocol means.

33. A communications system according to claim 1, wherein said agent system also includes at least one caller service and said primary central controller is also for generating control signals for optimally routing said call to said caller service.

34. A communications system according to claim 33, wherein said caller service comprises an interactive voice response system.

35. A communications system according to claim 1, wherein said agent system also includes a local controller for routing said call through said agent system in response to said control signals.

36. A communications system according to claim 35, wherein said local controller is connected to said primary central controller via a wide area network.

37. A call-forwarding method for use in the system of claim 1, and comprising the steps of:
supplying said controller with data related to said call and representative of a desired forwarding termination for said call;
generating in said controller additional control signals for causing said network and said agent system to connect said call to said desired termination; and supplying said additional control signals to said network and said agent system to cause said network and said agent system to connect said call to said desired termination, thereby forwarding said call to said desired forwarding termination.

38. A call-forwarding method according to claim 37, wherein said desired termination comprises an interactive voice response unit for recording information from said call.

39. A system according to claim 1, and further comprising, means for distributing information concerning said system to a plurality of means for administering said system.

40. A system according to claim 39, wherein said distribution means also gathers information concerning said system for use by said monitoring means.

41. A communications system, comprising:
a plurality of public networks for connecting a plurality of calls to a plurality of respective agent systems in response to control signals supplied to said public networks, each of said agent systems including a plurality of workgroups;
at least two central controllers for generating control signals for being supplied to said public networks and said agent systems to control said public networks and said agent systems so as to optimally route said calls through said networks and said agent systems to certain of said workgroups, said central controllers being adapted to generate said control signals based upon status messages received from said agent systems, requested service data from said networks, and optimization parameters stored within said central controllers, said central controllers including a primary central controller and a redundant central controller, said redundant central controller being for controlling said system in event of failure of said primary central controller, said central controllers being geographically separated from each other;
synchronizer means for virtually synchronizing respective internal states of said central controllers;
interfacing means for interfacing said central controllers to said public networks whereby to permit supply of control signals to each of said public networks;
and means for interfacing said central controllers to said plurality of agent systems.

42. A communications system according to claim 41, and further comprising, monitoring means for monitoring operation of said system.

43. A communications system according to claim 41, and further comprising, administration means for permitting a user to control operation of said communications system.

44. A communications system according to claim 43, wherein said administration means permits input of said optimization parameters.

45. A communications system according to claim 43, wherein said means for interfacing said central controllers to said plurality of agent systems comprises wide area network means.

46. A communications system according to claim 45, wherein said central controllers each comprise database means for storing and retrieving said status messages, requested service data, and optimization parameters.

47. A communications system, and comprising:
a public network for connecting a plurality of calls to a plurality of agent systems based upon control signals supplied to said public network, said agent systems being controlled by said control signals supplied to said agent systems;
a primary central controller for controlling said communications system during normal operation thereof, said controller having means for receiving status messages from said agent systems and requested service data from said network, said primary central controller also having means for generating and supplying said control signals to said network and said agent systems whereby to control said public network and said agent systems so as to optimally route said calls through said public networks to said agent systems; and a redundant controller for controlling said communications system in event of failure of said primary controller, said redundant controller including means for permitting shifting of control functions from said primary controller to said redundant controller upon said failure of said primary central controller.

48. A method for optimally routing a call through a communications system having at least one public network for connecting said call to a workgroup of an agent system based upon control signals supplied to said public network and said agent system, said workgroup being one of a plurality of workgroups, said method comprising the steps of:
(a) transmitting requested service data from said network to a central controller;
(b) transmitting status messages from said agent system to said controller;
(c) generating control signals for controlling said network and said agent system in response to said requested service data, said status messages, and a set of optimization parameters stored within said controller; and (d) supplying said control signals from said controller to said network and said agent system whereby to control said network and said agent system so as to optimally route said call through said network to said workgroup.

49. A method according to claim 48, and further comprising, monitoring whether said controller is functioning properly whereby to determine whether a failure condition of said controller exists.

50. A method according to claim 48, and further comprising, means for checking operation of said controller whereby to ascertain whether said central controller is functioning properly.

51. A method according to claim 48, and further comprising, interfacing a user to said system whereby to permit said user to administer said system.

52. A method according to claim 48, and further comprising, synchronizing respective internal states of said central controller and a redundant controller for controlling said system in event of failure of said central controller.

53. A method according to claim 52, and further comprising, geographically separating said central and redundant controllers.

54. A method according to claim 52, wherein said synchronization is virtual.

55. A method according to claim 48, and further comprising, storing said requested service data, said status messages, and said set of optimization parameters in a database.

56. A method according to claim 55, and further comprising, storing system configuration information in said database.

57. A method according to claim 56, and further comprising, automatically updating entries in said database when said entries change.

58. A method according to claim 55, wherein said parameters including call routing parameters.

59. A method according to claim 48, and further comprising, monitoring elements of said system whereby to determine whether said elements are functioning properly.

60. A method according to claim 59, wherein said monitoring comprises periodically querying said elements for proper response.

61. A communications system, comprising:
at least one network for connecting a call to at least one caller service, a primary central controller for generating control signals for supply to said network and said at least one caller service to control said network and said at least one caller service so as to optimally route said call to said at least one caller service, said primary central controller being adapted to generate said control signals for controlling said network and said at least one caller service based upon status messages received from said at least one caller service, requested service data from said network, and optimization parameters stored within said central controller.

62. A communications system according to claim 61, wherein said central controller is also adapted to generate said control signals based upon status messages received from at least one agent system.

63. A communications system according to claim 61, wherein said at least one caller service comprises a stand-alone interactive voice response system.

64. A communications system according to claim 61, wherein said at least one caller service comprises an interactive voice response system (IVR) and the control signals generated by said central controller cause said IVR to record appropriate data from said call for facilitating a transaction with an individual making said call.

65. A communications system according to claim 61, wherein said at least one caller service comprises an interactive voice response system for recording data from said call for facilitating a transaction with an individual making said call.

66. A communications system according to claim 61, wherein said network is a private network.

67. A method for controlling a communications system including at least one network for connecting a call to an interactive voice response system (IVR), a primary central controller for generating control signals for supply to said network and said IVR to control said network and said IVR so as to optimally route said call to said IVR, said central controller being adapted to generate said control signals for controlling said network and said at least one caller service based upon status messages received from said IVR, requested service data from said network, and optimization parameters stored within said primary central controller, said method comprising the steps of:
(a) transmitting to said network control signals generated in said central controller for causing said network to interconnect said call and said IVR; and (b) transmitting to said IVR control signals generated in said central controller for causing said IVR to record data from said call for facilitating a transaction with an individual making said call.

68. A method according to claim 67, wherein said system further comprises at least one agent system and said method further comprises transmitting to said network control signals generated in said central controller using data recorded from said call for causing said call to be connected to said at least one agent system after having been connected to said IVR.

69. A method according to claim 67, wherein said network is a private network.

70. A method according to claim 67, wherein said data is for permitting a workgroup to undertake further action concerning said call and said method further comprises transmitting to said IVR control signals generated in said controller for causing said IVR
to transmit at least a portion of said data to said workgroup.

71. A method according to claim 67, wherein said system also comprises at least one agent system, said call is placed by a caller, and said method further comprises terminating said call and using data recorded from said call to generate control signals in said central controller for causing said network to automatically initiate connecting of another call from said caller to said agent system.

72. A method according to claim 71, said method further comprising, prior to connecting said another call from said caller to said agent system, prompting said caller to indicate whether said caller wishes to be connected to said agent system.

73. A communications system, comprising at least one Internet network for interconnecting an Internet call and at least one agent system, said agent system including a plurality of workgroups, and a primary central controller for generating control signals to control said network and said agent system to optimally route and interconnect said call between said network and one workgroup of said agent system, said central controller being for generating said control signals based upon status messages received from said agent system, requested service data from said network, and optimization parameters, said communications system further comprising a database of caller-related information for being interfaced with said at least one agent system whereby to permit data exchange between said database and said at least one agent system.

74. A communications system according to claim 73, and further comprising, a local area network for interfacing said database with said at least one agent system.

75. A communications system according to claim 73, wherein said central controller is also for generating control signals for controlling said data exchange between said at least one agent system and said database.

76. A communications system according to claim 73, wherein said workgroups comprise a plurality of individual computer workstations connected together and to said database of caller-related information via a local area network for permitting data exchange among said workstations and said database.

77. A communications system according to claim 73, wherein said database includes transaction-related information associated with a caller placing said call.

78. A communications system according to claim 73, wherein said data exchange includes transmission of stored caller-related information from said database to said at least one agent system and transmission of updated caller-related information to said database from said at least one agent system.

79. A communications system according to claim 73, wherein said central controller is also for generating control signals for causing said communications system to prompt a caller placing said call for caller-identifying information, for causing said call to be interconnected to said one workgroup based upon said caller-identifying information, and for causing said database to transmit to said one workgroup said caller-related information based upon said caller-identifying information.

80. A communications system, comprising at least one Internet network for interconnecting an Internet call and at least one agent system, said agent system including a plurality of workgroups, and a primary central controller for generating control signals to control said network and said agent system to optimally route and interconnect said call between said network and one workgroup of said agent system, said central controller being for generating said control signals based upon status messages received from said agent system, requested service data from said network, and optimization parameters, wherein said at least one agent system includes a computer workstation for providing to a user of said workstation an indication of status of said call.

81. A communications system according to claim 80, wherein said computer workstation is for being connected to said call, and said workstation includes a graphical user interface for permitting a user of said workstation to control, at least in part, processing of said call in said communications system and for displaying specific called-related information obtained from a database containing said information.

82. A communications system according to claim 80, wherein said at least one agent system includes individual agent workstations and means for indicating to said central controller availability of said individual workstations to be connected to said call.

83. A communications system according to claim 82, wherein said indicating means includes means for preventing said agent workstations from changing their availability status.

84. A communications system according to claim 80, wherein said workstation is for transmitting to said user of said workstation a voice message in response to connection of said call to said one workgroup.

85. A communications system, comprising at least one Internet network for interconnecting an Internet call and at least one agent system, said agent system including a plurality of workgroups, and a primary central controller for generating control signals to control said network and said agent system to optimally route and interconnect said call between said network and one workgroup of said agent system, said central controller being for generating said control signals based upon status messages received from said agent system, requested service data from said network, and optimization parameters, so as to permit a caller placing said call to make a voiceless transaction with said at least one agent system via said call.

86. A communications system, comprising at least one Internet network for interconnecting an Internet call and at least one agent system, said agent system including a plurality of workgroups, and a primary central controller for generating control signals to control said network and said agent system to optimally route and interconnect said call between said network and one workgroup of said agent system, said central controller being for generating said control signals based upon status messages received from said agent system, requested service data from said network, and optimization parameters, wherein said central controller is also for controlling at least one node in said communications system so as to queue said call at said at least one node for further processing.

87. A communications system according to claim 86, wherein said at least one node includes a caller service.

88. A communications system according to claim 87, wherein said caller service includes a voice response unit, and said central controller is also for causing said voice response unit to prompt a caller placing said call to record a voice message in said voice response unit.

89. A communications system according to claim 86, wherein said at least one node includes said at least one agent system.

90. A communications system according to claim 86, wherein said at least one node includes said at least one network.

91. A communications system according to claim 86, wherein said central controller is also for causing a caller placing said call to be prompted to provide information while said call is being held at said at least one node.

92. A communications system according to claim 86, wherein said central controller is also for controlling said at least one node so as to conference said call with at least one other call.

93. A communications system according to claim 86, wherein said central controller is also for causing said communications system to supply music to said call while said call is being held at said node.

94. A communications system, comprising at least one Internet network for interconnecting an Internet call and at least one Internet agent system, said agent system including a plurality of workgroups, and a primary central controller for generating control signals to control said network and said agent system to optimally route said call between said network and one workgroup of said agent system, said controller being for generating said control signals based upon status messages received from said agent system, requested service data from said network, and optimization parameters stored at said central controller.

95. A communications system according to claim 94, wherein said at least one agent system includes an Internet server and at least one individual agent workstation connected together via a data exchange network.

96. A communications system according to claim 95, wherein said least one agent system also includes means for interfacing said at least one agent system to at least one telephone network so as to permit a telephone call made via said telephone network to be connected to said at least one agent system.

97. A communications system according to claim 96, wherein said telephone call includes a facsimile call and at least one agent system includes at least one agent workstation adapted for facsimile communication with said facsimile call.

98. A communications system according to claim 95, wherein said data exchange network includes said Internet network and at least one of said workgroups comprises an agent workstation connected to said server via said Internet network.

99. A communications system according to claim 95, wherein said data exchange network includes a local area network connecting said workgroups to said server.

100. A communications system according to claim 95, wherein at least one of said workgroups comprises an agent workstation for exchanging voice communication data with a caller placing said call via said Internet network.

101. A communications system according to claim 100, wherein said at least one agent system also includes means for interfacing said at least one agent system to at least one telephone network so as to permit a voice telephone call made via said telephone network to be connected to said at least one agent system, and said agent workstation is also adapted for voice communication with said voice call.

102. A communications system according to claim 94, and further comprising, at least one Internet service provider for being connected via said Internet network to said call so as to provide information of at least one type to a caller placing said call, and said central controller is also for supplying control signals to said service provider to control interconnection of said service provider and said call and the at least one type of information provided to said caller based upon said requested service data and status messages supplied to said central controller from said service provider.

103. A communications system according to claim 102, wherein said multi-media service provider includes at least one Internet multimedia service provider.

104. A communications system according to claim 102, wherein said at least one type of information is selected from the group consisting of: graphical, video, textual, and audio information.

105. A communications system according to claim 102, wherein said central controller is also for generating control signals in response to status messages from said at least one agent system and said requested service data for causing said call to be disconnected from said service provider and to be connected to said at least one agent system.

106. A communications system according to claim 102, wherein said central controller is also for generating control signals in response to status messages from said service provider and requested service data for causing said call to be disconnected from said at least one agent system and to be connected to said service provider.

107. A communications system, and comprising, at least one telephone network for interconnecting at least one telephone call to at least one telephone call service, at least one Internet network for connecting an Internet call to at least one Internet call service, said call services and said telephone network being controlled by control signals supplied thereto from a primary central controller for generating said control signals so as to optimally route said telephone call between said telephone network and said telephone call service, and also so as to optimally connect said Internet call and said Internet call service, based upon status messages received from said call services, requested service data from said networks, and optimization parameters.

108. A communications system according to claim 107, wherein said call services comprise at least one telephone agent system, at least one Internet agent system, and at least one Internet multimedia service provider.

109. A communications system according to claim 107, wherein said call services are connected together via said Internet network and a telephone network/Internet network switching interface.

110. A communications system according to claim 107, wherein said caller services comprise at least one agent system including at least one agent workstation including voice processing means for permitting a user of said workstation to be able to verbally communicate with telephone and Internet callers placing said calls via said networks.

111. A communications system according to claim 110, wherein said voice processing means includes voice data compression/decompression means.

112. A communications system, comprising at least one Internet network for interconnecting an Internet call and at least one agent system, said agent system including a plurality of workgroups, and a primary central controller for generating control signals to control said network and said agent system to optimally route and interconnect said call between said network and one workgroup of said agent system, said central controller being for generating said control signals based upon status messages received from said agent system, requested service data from said network, and optimization parameters, said communications system also comprising, an Advanced Intelligent Network (AIN) Platform for requesting an alternate termination from said central controller in response to an AIN trigger from an original termination requested by said call.

113. A communications system according to claim 112, wherein said system further includes at least one network switch for being controlled by said central controller to connect said call to said alternate termination.

114. A communications system, comprising at least one Internet network for interconnecting an Internet call and at least one agent system, said agent system including a plurality of workgroups, and a primary central controller for generating control signals to control said network and said agent system to optimally route and interconnect said call between said network and one workgroup of said agent system, said central controller being for generating said control signals based upon status messages received from said agent system, requested service data from said network, and optimization parameters, wherein said agent system includes at least one private branch exchange (PBX) for being controlled by said central controller to connect said call to an individual agent.

115. A communications system according to claim 114, wherein said PBX is also for being controlled by said central controller to connect said call to an interactive voice response (IVR).

116. A communications system according to claim 115, wherein said IVR is adapted to receive from, transmit to, and process multiple calls from said PBX.

117. A communications system according to claim 114, wherein said agent system also includes an interactive voice response (IVR) and said PBX is also for transferring said call between said individual agent and said IVR.

118. A controller for use in a communications system, said communications system including at least one Internet network for interconnecting an Internet caller and at least one agent in an agent system, said controller comprising a control signal generator for generating control signals for controlling said network and said agent system so as to optimally route interconnection of said caller and said at least one agent through said network and agent system, said control signal generator being for generating said control signals based upon status messages from said agent system, requested service data from said network, and optimization parameters.

119. A controller according to claim 118, wherein said communications system comprises one network selected from the group consisting of: a wide area network, a local area network, a telephone network, a private network, and a public network.

120. A controller for use in controlling a communications system, said communications system including at least one Internet network for interconnecting an Internet caller and at least one caller service, said controller comprising a control signal generator for generating control signals for controlling said network and said at least one caller service so as to optimally route interconnection of said caller and said at least one caller service through said network, said control signal generator being for generating said control signals based upon information from said at least one caller service, requested service data from said network, and optimization parameters.

121. A controller according to claim 120, wherein said communications system comprises one network selected from the group consisting of: a wide area network, a local area network, a telephone network, a private network, and a public network.

122. A controller for use in controlling a communications system, said communications system including at least one Internet network for interconnecting an Internet caller and at least one private branch exchange, said controller comprising a control signal generator for generating control signals for controlling said network and said at least one private branch exchange so as to optimally route interconnection of said caller and said at least one private branch exchange through said network, said control signal generator being for generating said control signals based upon information from said at least one private branch exchange, requested service data from said network, and optimization parameters.

123. A controller according to claim 122, wherein said communications system comprises one network selected from the group consisting of: a wide area network, a local area network, a telephone network, a private network, and a public network.

124. A communications system, comprising at least one Internet network for connecting at least one individual agent of a plurality of individual agents in an agent system to an Internet caller, and a primary central controller for generating control signals to control said network and said agent system so as to optimally route connection of said at least one individual agent to said caller through said network and said agent system, said central controller being for generating said control signals based upon requested service data from said network and optimization parameters.

125. A communications system as claimed in claim 124, said system further comprising a database of caller-related information for being interfaced with said at least one agent system whereby to permit data exchange between said database and said at least one agent system.

126. A communications system according to claim 125, wherein said central controller is also for generating control signals for controlling said data exchange between said at least one agent system and said database.

127. A communications system according to claim 125, wherein said agent system includes a plurality of workgroups, wherein said workgroups comprise a plurality of individual computer workstations connected together and to said database of caller-related information via a local area network for permitting data exchange among said workstations and said database.

128. A communications system according to claim 127, wherein said computer workstation is for being connected to a call, and said workstation includes a graphical user interface for permitting a user of said workstation to control, at least in part, processing of said call in said communications system and for displaying specific caller-related information from said database of said information.

129. A communications system according to claim 127, wherein said workstation is for transmitting to a user of said workstation a voice message in response to connection of a call to said one workgroup.

130. A communications system according to claim 124, wherein at least one Internet service provider is being connected via said Internet network to said caller so as to provide information of at least one type to said caller placing a call, and said central controller is also for supplying control signals to said service provider to control interconnection of said service provider and said call and the at least one type of information provided to said caller based upon said requested service data and status messages supplied to said central controller from said service provider.

131. A communications system according to claim 130, wherein said central controller is also for generating control signals in response to status messages from said at least one agent system and said requested service data for causing said call to be disconnected from said service provider and to be connected to said at least one agent system.

132. A communications system according to claim 124, wherein said agent system includes at least one (Private Branch Exchange) PBX for being controlled by said central controller to connect a call to an individual agent.

133. A communications system according to claim 132, wherein said agent system also includes an IVR (Interactive Voice Response System) and said PBX is also for transferring said call between said individual agent and said IVR.

134. A communications system according to claim 124, said control signal generator being for generating said control signals based upon requested service data from said network, and said optimization parameters.

135. A communications system according to claim 124, wherein said at least one network comprises one network selected from the group consisting of: a wide area network, a local area network, a telephone network, a private network, and a public network.

136. A communications system according to claim 124, said communications system also comprising, an Advanced Intelligent Network (AIN) Platform for requesting an alternate termination from said central controller in response to an AIN trigger from an original termination requested by said caller.

137. A communications system according to claim 124, further comprising at least one open switching matrix, said matrix and said network being controlled by control signals generated by said central controller so as to optimally route a call through said network and said switching matrix to at least one end termination, said central controller generating control signals based on status messages from said network, switching network, end termination, requested service data from said call, and optimization criteria.

138. A communications system as claimed in claim 137, and further comprising, an interface for interfacing said matrix and said end termination to said central controller whereby to permit transmission of control signals from said central controller to said matrix and end termination, and whereby to gather status messages from said network, matrix, and end termination for transmission to said central controller.

139. A communications system, comprising at least one Internet network for interconnecting an Internet caller and at least one Internet agent system, said agent system including a plurality of workgroups and being controlled by control signals supplied to said agent system, and a primary central controller for generating control signals for being supplied to said at least one agent system to control said at least one agent system so as to optimally route a call between said network and a workgroup of said at least one agent system, said central controller being for generating said control signals for controlling said at least one agent system based upon status messages received from said at least one agent system, requested service data from said network, and optimization parameters stored at said central controller.

140. A communications system according to claim 139, wherein said at least one agent system includes an Internet server and at least one individual agent workstation connected together via a data exchange network.

141. A communications system according to claim 140, wherein said least one agent system also includes means for interfacing said at least one agent system to at least one telephone network so as to permit a telephone call made via said telephone network to be connected to said at least one agent system.

142. A communications system according to claim 141, wherein said telephone call includes a facsimile call and at least one agent system includes at least one agent workstation adapted for facsimile communication with said facsimile call.

143. A communications system according to claim 140, wherein said data exchange network includes said Internet network and at least one of said workgroups comprises an agent workstation connected to said server via said Internet network.

144. A communications system according to claim 140, wherein said data exchange network includes a local area network connecting said workgroups to said server.

145. A communications system according to claim 140, wherein at least one of said workgroups comprises an agent workstation for exchanging voice communication data with a caller placing said call via said Internet network.

146. A communications system according to claim 145, wherein said at least one agent system also includes means for interfacing said at least one agent system to at least one telephone network so as to permit a voice telephone call made via said telephone network to be connected to said at least one agent system, and said agent workstation is also adapted for voice communication with said voice call.

147. A communications system according to claim 139, and further comprising, at least one Internet service provider for being connected via said Internet network to said call so as to provide information of at least one type to a caller placing said call, and said central controller is also for supplying control signals to said service provider to control interconnection of said service provider and said call and the at least one type of information provided to said caller based upon said requested service data and status messages supplied to said central controller from said service provider.

148. A communications system according to claim 147, wherein said multi-media service provider includes at least one Internet multimedia service provider.

149. A communications system according to claim 147, wherein said at least one type of information is selected from the group consisting of: graphical, video, textual, and audio information.

150. A communications system according to claim 147, wherein said central controller is also for generating control signals in response to status messages from said at least one agent system and said requested service data for causing said call to be disconnected from said service provider and to be connected to said at least one agent system.

151. A communications system according to claim 147, wherein said central controller is also for generating control signals in response to status messages from said service provider and requested service data for causing said call to be disconnected from said at least one agent system and to be connected to said service provider.