Unified communications convergence in contact centers

Abstract

Unified communication convergence in contact centers is disclosed. The technology disclosed herein enables the convergence of the feature sets of a unified communication system and a contact center system. In particular embodiments, a method includes, in a contact center system, responsive to an agent logging into the contact center system, establishing a first connection between the contact center system and a unified communication endpoint operated by the agent. The first connection is established using a unified communication system that provides service to the unified communication endpoint. After the first connection is established, the method includes identifying a call on a second connection between the contact center system and a second endpoint operated by a user. Responsive to selecting the agent to handle the call, the method includes bridging the first connection and the second connection.

Description

Background Technology

[0001] Contact center systems are typically capable of handling a large volume of calls to the contact center. Similarly, contact center systems can be scaled to distribute calls among tens of thousands (if not hundreds of thousands) of agents acting as contact center employees. Unified communications systems offer many features that contact center systems lack, such as instant messaging / chat, presence status, noise suppression, and call transcribing. However, unified communications systems may lack the capacity to handle call volume and the large number of agents supported by the contact center system to handle calls to the contact center. Therefore, contact center agents will not be able to benefit from the features of unified communications when participating in calls to the contact center. Summary of the Invention

[0002] The techniques disclosed herein enable the fusion of feature sets from unified communications systems and contact center systems. In a particular embodiment, a method includes, in a contact center system, establishing a first connection between the contact center system and a unified communications endpoint operated by the agent in response to an agent logging into the contact center system. The first connection is established using a unified communications system that provides services to the unified communications endpoint. After establishing the first connection, the method includes identifying a call on a second connection between the contact center system and a second endpoint operated by a user. In response to selecting an agent to handle the call, the method includes bridging the first and second connections.

[0003] In some examples, the method stops bridging the first and second connections after the call has ended, while the first connection remains connected between the unified communications endpoint and the contact center system.

[0004] In some examples, after a call has ended, the method includes identifying a second call on a third connection between the contact center system and a third endpoint operated by another user, and bridging the first and third connections in response to selecting an agent to handle the second call.

[0005] In some examples, the method includes disconnecting the first connection in response to an agent leaving the contact center system.

[0006] In some examples, the method includes verifying the agent via a first connection.

[0007] In some examples, the method includes transmitting audio to a unified communications endpoint via the first connection before bridging the first and second connections. The audio provides information about the call to the agent when presented by the unified communications endpoint.

[0008] In some examples, the method includes receiving an event notification from a unified communications endpoint via a first connection. The event notification indicates a unified communications event that has occurred at the unified communications endpoint.

[0009] In some examples, the method includes transmitting control messages to a unified communications endpoint via a first connection. The control messages instruct the unified communications endpoint to perform unified communications operations.

[0010] In some examples, the method includes receiving media transmitted from the unified communications endpoint through the first connection even when the first connection is not bridged to another connection. The media is used for agent monitoring, agent management, and inter-call operations.

[0011] In some examples, the method includes, in response to determining that the first connection has been broken, re-establishing the first connection and bridging the second connection to the re-established first connection.

[0012] In another embodiment, an apparatus for a contact center system is provided, the apparatus having one or more computer-readable storage media and a processing system operatively coupled to the one or more computer-readable storage media. Program instructions stored on the one or more computer-readable storage media, when read and executed by the processing system, in response to an agent logging into the contact center system, establish a first connection between the contact center system and a unified communications endpoint operated by the agent. The first connection is established using a unified communications system that provides services to the unified communications endpoint. The program instructions further instruct the processing system, after establishing the first connection, to identify a call on a second connection between the contact center system and a second endpoint operated by a user. The program instructions also instruct the processing system to bridge the first and second connections in response to selecting an agent to handle the call. Attached Figure Description

[0013] Figure 1 The illustration shows the implementation of a feature set used to integrate unified communications systems and contact center systems.

[0014] Figure 2 The diagram illustrates the operation of the feature set of the integrated unified communications system and contact center system.

[0015] Figure 3 The illustration shows the implementation of a feature set used to integrate unified communications systems and contact center systems.

[0016] Figure 4 The illustration depicts an operational scenario for a feature set used to integrate unified communications systems and contact center systems.

[0017] Figure 5 The illustration depicts an operational scenario for a feature set used to integrate unified communications systems and contact center systems.

[0018] Figure 6 The illustration depicts an operational scenario for a feature set used to integrate unified communications systems and contact center systems.

[0019] Figure 7 The diagram illustrates the computational architecture for a feature set used to integrate unified communications systems and contact center systems. Detailed Implementation

[0020] The contact center system described herein connects to agent endpoints via a unified communications system (UCS), enabling agents to utilize features provided by the UCS. Specifically, the contact center system establishes a unified communications connection to a UCS endpoint operated by an agent. Since the connection is a unified communications connection established via the UCS, where the contact center system and the agent endpoint are the endpoints of that connection, the UCS can then provide unified communications features for the connection. Calls on another connection between the contact center and another endpoint are bridged to the unified communications endpoint, allowing the user and agent at the other endpoint to communicate with each other in real time via the bridged connection. Because agents communicate via the unified communications endpoint and the connection, even if the unified communications connection does not extend all the way to the other user's endpoint, the agent is able to use all the features available to them.

[0021] Figure 1 The illustration depicts an implementation 100 of a feature set for integrating a unified communications system and a contact center system. Implementation 100 includes a contact center system 101, a unified communications system 102, endpoints 103, 104, and 105. As shown, the various elements in implementation 100 communicate with each other via corresponding communication links 111-114. Communication links 111-114 are shown as direct links, but may include intermediary systems, networks, and / or devices.

[0022] In operation, endpoints 103 and 104 are both operated by a single user (seat 124). Endpoint 105 is operated by user 125. Endpoints 103-105 can each be a telephone, tablet computer, laptop computer, desktop computer, conference room system, or some other type of user-operable computing system—including combinations thereof. Although shown as different elements, endpoints 103 and 104 can be implemented on the same physical computing system. For example, endpoints 103 and 104 can be implemented using corresponding soft clients on the desktop workstation of seat 124. Contact center system 101, unified communications system 102, endpoints 103 and 104 are all associated with a contact center staffed by agents including seat 124 (e.g., these elements may be owned, leased, or otherwise maintained on behalf of the contact center). Elements 101-104 can all be located in a single location, such as a contact center building, or they can be distributed across multiple locations. User 125 is not associated with the contact center and represents a caller going to / from the contact center, such as a customer or potential customer of the business represented by the contact center's agents.

[0023] In implementation 100, endpoint 104 is a contact center endpoint that communicates with contact center system 101 to enable itself to utilize its features (e.g., computer telephony integration (CTI) connecting the telephone functions of contact center system 101 with business applications that can be used by agent 124) and to enable agent 124 to exchange real-time user communications with other endpoints (e.g., voice conversations with callers in the contact center). Contact center system 101 may also handle agent selection for calls to the contact center, call queuing, or some other call handling function between endpoints outside the contact center (e.g., endpoint 105) and contact center endpoints inside the contact center (e.g., endpoint 104). Endpoint 103 is a unified communications endpoint that communicates with unified communications system 102 to enable itself to utilize its features (e.g., voice / video calling, voicemail, text chat, call noise reduction, group calling, screen sharing, etc.). Unified Communications System 102 may enable communication only with other unified communications endpoints, or it may enable calls to other endpoints (such as ordinary telephones; for example, agent 124 may be able to make personal calls to family members' phones). In a typical contact center, Contact Center System 101 and Unified Communications System 102 operate independently. Therefore, agent 124 will operate endpoint 104 to access features of Contact Center System 101 (e.g., to handle calls with the contact center) and operate endpoint 103 to communicate using Unified Communications System 102 (e.g., to collaborate with other agents). Features of Unified Communications System 102 will not be available to either Contact Center System 101 or contact center endpoints (such as endpoint 104). Operation 200 is performed by Contact Center System 101 to enable access to features of Unified Communications System 102.

[0024] Figure 2 The illustration depicts operation 200 of a unified communications system and a contact center system, incorporating a set of features. In operation 200, contact center system 101 determines that agent 124 has logged into contact center system 101 from endpoint 104 (201). Logging into contact center system 101 indicates to contact center system 101 that agent 124 is present at endpoint 104. In some examples, logging in may instruct agent 124 to be ready to handle a call with the contact center, while other examples may require such explicit instruction from agent 124 (e.g., agent 124 may have some administrative work to handle before they are ready to handle a call). Agent 124 may provide a username and password, scan their badge, provide biometric information (e.g., for fingerprint or facial recognition), or provide some other type of information to authenticate themselves to contact center system 101. In some examples, endpoint 104 may perform authentication on behalf of contact center system 101 to log in agent 124.

[0025] In response to agent 124 logging into contact center system 101, contact center system 101 establishes a unified communications connection (202) between contact center system 101 and endpoint 103 using unified communications system 102. Contact center system 101 can establish the unified communications connection by communicating with unified communications system 102 to initiate a connection request to endpoint 103. Contact center system 101 may execute unified communications client software or otherwise conform to the protocols and conventions required by unified communications system 102 that enable contact center system 101 to become a unified communications endpoint and utilize the features provided by unified communications system 102 like other unified communications endpoints (such as endpoint 103). For user communications handled by contact center system 101, the communications connection preferably supports any type of communications mode, assuming that the communications mode is also supported by endpoint 103. For example, if contact center system 101 supports video calling, then the unified communications connection with endpoint 103 will also support video calling. The contact center system 101 can maintain a list of contact information for the unified communications endpoints of contact center agents, enabling the establishment of unified communications connections with the appropriate unified communications endpoints of agents logged into the contact center system 101.

[0026] In some examples, contact center system 101 can verify the physical presence of agent 124 via a unified communications connection. For instance, contact center system 101 can transmit audio media over the connection, requesting a voice sample from agent 124, which is compared with agent 124's voice signature to ensure the user at endpoint 103 is agent 124. Similarly, agent 124 can be asked to speak a password. In another example, the unified communications connection can carry video media, and contact center system 101 can receive video captured by endpoint 103 of agent 124 to perform facial recognition on agent 124 to verify their identity. In yet another example, the unified communications connection may include a chat channel through which agent 124 can input identification information for contact center system 101 to verify agent 124. Other methods of verifying user identity via unified communications channels may also be used.

[0027] After establishing a unified communication connection, contact center system 101 identifies a call (203) on another connection between contact center system 101 and endpoint 105. The connection between contact center system 101 and endpoint 105 may have been established in response to an incoming call initiated by endpoint 105 to contact center system 101, a call initiated by contact center system 101 to endpoint 105, or may have been initiated in some other manner. The call may be a voice call, such as a regular telephone call, or may include a video component (e.g., using real-time web communication), allowing user 125 and agent 124 to speak to each other in real time. The call may be identified as the next call to be handled by agent 124. The call may simply be the next call received by contact center system 101, and agent 124 may be the next agent in the queue to handle the call. The call may be specifically addressed to agent 124. Contact center system 101 can identify a call by determining that agent 124 should handle the call based on characteristics of the call and / or agent 124 (e.g., the subject of the call or the reason why user 125 is calling, and agent 124's expertise or department). The call can be identified from a queue or immediately upon connection establishment. Other methods of identifying calls used to connect to agent 124 may also be used.

[0028] In response to selecting agent 124 to handle a call, contact center system 101 bridges the unified communications connection with endpoint 103 and the call connection with endpoint 105 (204). Bridging the two connections allows user communications to be relayed between the two connections. For example, voice signals captured by endpoint 103 from agent 124 are transmitted to contact center system 101 via the unified communications connection through unified communications system 102. Contact center system 101 then passes the voice signals to the call connection, which transmits them to endpoint 105 for presentation to user 125. In some examples, contact center system 101 may reformat (e.g., transcode) the media (e.g., audio and / or video) of user communications to conform to the protocols / capabilities of each connection. For example, voice signals on the call connection may be in a different format than voice signals on the unified communications connection. Therefore, contact center system 101 may reformat voice signals from endpoint 105 for transmission to endpoint 103 via the unified communications channel, and vice versa. Once bridged, agent 124 can use the call features of contact center system 101 and the features of unified communications connection via the corresponding endpoints (endpoint 103 and endpoint 104).

[0029] As described above, the advantage of bridging to separate connections is that when one connection ends or disconnects, the other can remain established. Thus, even when the call with user 125 has ended, contact center system 101 can stop the bridging connection (as can happen automatically when the call connection with endpoint 105 ends) and the unified communications connection with endpoint 103 can remain established. Subsequent calls through the connection to contact center system 101 can then be recognized by contact center system 101 and bridged to the unified communications connection with endpoint 103. Thus, agent 124 can participate in calls with contact center system 101 through the same unified communications connection. If the unified communications connection is disconnected, contact center system 101 can automatically attempt to re-establish the unified communications connection with endpoint 103. In those examples, if a call connection (such as a call connection from endpoint 105) is being bridged to the unified communications connection when the connection is disconnected, contact center system 101 can automatically bridge that call connection back to the re-established unified communications connection. During the time when contact center system 101 attempts to re-establish a unified communications connection, contact center system 101 may play an audio message to user 125 through a call connection with endpoint 105, or otherwise notify user 125 of the disconnection.

[0030] At some point, agent 124 may be able to log out of contact center system 101 (e.g., their shift may end, or they may take a break). For example, endpoint 104 may present agent 124 with a button indicating they wish to log out of contact center system 101, but agent 124 can use other methods to express their wish to log out. When agent 124 logs out of contact center system 101, contact center system 101 may automatically disconnect the unified communications connection with endpoint 103 because agent 124 will no longer handle calls to contact center system 101. In some examples, agent 124 may be able to indicate their wish to log out of contact center system 101 via the unified communications connection. For example, agent 124 may be able to type an exit phrase into the chat channel of the unified communications connection, speak a voice phrase via the unified communications connection, intentionally terminate the unified communications connection, or otherwise indicate their wish to log out.

[0031] Because a unified communications connection is maintained with endpoint 103 when agent 124 logs into contact center system 101, media can be exchanged over the connection even when no calls are bridged to the unified communications connection. The media can be user communications captured by endpoint 103 from agent 124 and / or communications transmitted from contact center system 101 to agent 124. The media can be used for agent monitoring (e.g., to ensure agent 124 adheres to tasks or to determine their current mood / emotions), agent management (e.g., to adjust agent skill levels based on what is heard), inter-call operations (e.g., guiding contact center system 101 to answer calls, transfer calls, interrupt, or log off), or for some other purpose. For example, contact center system 101 can listen to determine if audio transmitted over the unified communications connection is consistent with the agent performing their duties. In another example, contact center system 101 can provide information over the unified communications connection (e.g., providing agent 124 with audio messages about upcoming calls, general contact center information, or some other type of information).

[0032] In some examples, contact center system 101 may exchange unified communications messages using protocols used by unified communications system 102. For example, contact center system 101 may use Session Initiation Protocol (SIP) and may exchange in-session SIP messages with unified communications system 102 and / or endpoint 103 in association with a unified communications connection. These messages may include messages notifying contact center system 101 of unified communications events (such as hold, cancel hold, ringing, answering, dropped, and dialing) occurring at endpoint 103. Event notifications may be related only to events concerning the unified communications connection with contact center system 101, or may include events related to other unified communications connections with endpoint 103 (e.g., to inform contact center system 101 of other communications occurring at endpoint 103). For example, a SIP message from endpoint 103 may indicate that endpoint 103 has placed a portion of the unified communications connection of a call on hold. This message may trigger contact center system 101 to play music via a call connection to endpoint 105, or otherwise indicate to user 125 that they have been placed on hold. The message can also be used to control the unified communications features that endpoint 103 can access. For example, contact center system 101 can transmit control messages over the unified communications connection to control the unified communications features of endpoint 103. For example, the message can instruct endpoint 103 to play an agent greeting, cancel communication over the unified communications connection, enter a restricted mode that only allows contact center operations (e.g., no personal calls), change the display (e.g., display certain information, hide features, etc.), or perform some other unified communications function. Depending on the feature being controlled, contact center system 101 can send control messages to unified communications system 102 and / or endpoint 103. In this way, features can be restricted at unified communications system 102, at endpoint 103, or through some cooperation between the two.

[0033] Figure 3 The illustration depicts an implementation 300 of a feature set for integrating a unified communications system and a contact center system. Implementation 300 includes a contact center system 301, a unified communications system 302, agent systems 304-307, a contact center network 308, caller endpoints 311-312, and the Internet 309. Although contact center system 301, unified communications system 302, agent systems 304-307, and contact center network 308 are part of contact center 316, no element of contact center 316 needs to be located in the same location as another element. Thus, contact center network 308 can use the Internet 309 and may use other local area networks to exchange communications. Although only four agent systems are shown in implementation 300, contact center 316 can include any number of agent endpoints.

[0034] In this example, agent systems 304-307 (e.g., desktop workstations) are operated by corresponding agents 324-327, which act as agents of contact center 316, and caller endpoints 311-312 are operated by users 351-352, who act as callers to call center 316. Although all caller endpoints 311-312 are connected via the Internet 309, it should be understood that calls to contact center 316 can be conventional telephone calls, which can be transmitted via the Internet 309. Contact center system 301 receives calls directed to contact center 316, determines which of the agents 324-327 the call should be directed to, and accordingly directs the call to the selected agent in system 304-307. Unified communications system 302 provides unified communications features to agent systems 304-307. In this example, each agent system executes a soft client for communicating with and accessing the features of contact center system 301, and another soft client for communicating with and accessing the features of unified communications system 302. Agent system 304 is specifically shown as executing unified communications endpoint 341 and contact center endpoint 342; however, it should be understood that agent systems 305-307 execute similar soft clients, which perform actions similar to those described below for endpoints 341-342. In other examples, endpoints 341-342 may be implemented on separate systems including dedicated endpoint hardware (e.g., telephone equipment), rather than being implemented as soft clients.

[0035] Figure 4 The illustration depicts an operational scenario 400 for integrating the feature sets of a unified communications system and a contact center system. In operational scenario 400, agent 324 arrives at contact center 316 and logs into contact center endpoint 342 (e.g., agent 324 may provide user credentials to contact center endpoint 342). Contact center endpoint 342 then transmits agent login notification 401 to contact center system 301 in step 1 to notify contact center system 301 that agent 324 has logged in, so that contact center system 301 can accordingly log agent 324 into contact center system 301. Although not shown, if agent 324 has not yet logged into unified communications endpoint 341 into unified communications system 302, then agent 324 also logs into unified communications system 302 via unified communications endpoint 341, so that unified communications endpoint 341 can receive unified communications calls from contact center system 301.

[0036] In response to agent 324 logging into contact center system 301, contact center system 301 identifies the unified communications contact information of unified communications endpoint 341 associated with agent 324 and transmits unified communications call request 402 in step 2. Unified communications call request 402 is a request to open a unified communications connection using a protocol (e.g., SIP) supported by unified communications system 302. As with any incoming unified communications call request, unified communications endpoint 341 notifies agent 324 of unified communications call request 402. Agent 324 responds to unified communications call request 402 in step 3 (e.g., by selecting the answer button displayed on unified communications endpoint 341 on agent system 304, pressing the answer button on the headset, or otherwise indicating that they want to respond to unified communications call request 402). In some examples, unified communications endpoint 341 may be configured to automatically respond to unified communications call requests from contact center system 301. In response to agent 324's reply to unified communications call request 402, unified communications system 302 establishes a connection for unified communications call 403 between unified communications endpoint 341 and contact center system 301 in step 4.

[0037] Once a unified communications call 403 is established, user communication media can be exchanged via the unified communications call 403. Even if no one is exchanging user communication with agent 324 at contact center system 301, contact center system 301 uses the unified communications call 403 to authenticate agent 324 in step 5. For example, contact center system 301 can play a greeting message via the unified communications call 403 and request agent 324 to say identification information (e.g., agent 324 can be asked to say their password previously defined in contact center system 301). Alternatively, other methods of authenticating agent 324's identity via the unified communications call 403 can be used. Before connecting agent 324 to the caller, contact center system 301 transmits an in-conversation SIP message 404 to unified communications endpoint 341 in step 6. In this example, SIP message 404 directs unified communications endpoint 341 not to connect to other unified communications calls and directs unified communications endpoint 341 not to display notifications of incoming calls so as not to distract agent 324.

[0038] After the unified communications endpoint 341 has been configured as indicated by SIP message 404, if agent 324 is selected, contact center system 301 can now direct incoming calls to unified communications endpoint 341. Contact center system 301 receives a call request 405 from caller endpoint 311 in step 7 and responsively establishes a call 406 in step 8. Before connecting call 406 to an agent, contact center system 101 (or another system, such as an interactive voice response system) can query user 351 for the reason for their call. For example, user 351 might be a customer calling for technical support regarding a specific product. In step 8, contact center system 301 selects agent 324 as the appropriate agent to handle call 406 (e.g., agent 324 may have suitable expertise to resolve user 351's technical support issues). Since the unified communications call 403 has been established with the unified communications endpoint 341 of agent 324, the contact center system 301 simply bridges call 406 and unified communications call 403 to each other in step 9 to connect caller endpoint 311 and unified communications endpoint 341. In some examples, the contact center system 301 may first transmit audio (e.g., tone or voice message) to unified communications endpoint 341 via unified communications call 403 to notify agent 324 of an incoming call. Once unified communications call 403 and call 406 are bridged, agent 324 and user 351 can speak to each other via user communications 407 exchanged between caller endpoint 311 and unified communications endpoint 341 via unified communications call 403 and call 406.

[0039] Figure 5The illustration depicts an operational scenario 500 for integrating the feature sets of a unified communications system and a contact center system. Operational scenario 500 occurs after operational scenario 400. In operational scenario 500, contact center system 301 determines in step 1 that call 406 has ended. For example, user 351 may hang up and close the connection for call 406 at caller endpoint 311; agent 324 may instruct call 406 (not unified communications call 403) to be ended by contact center system 301 via unified communications endpoint 341; agent 324 may instruct call 406 to be ended by contact center system 301 via contact center endpoint 342; or contact center system 301 may recognize that call 406 has ended in some other way. In this scenario, contact center system 301 continues to monitor the call audio received via unified communications call 403 in step 2, even if unified communications call 403 is not bridged to the caller. Contact center system 301 monitors the audio to improve the operation of contact center 316. The audio can indicate what agent 324 is doing when not answering calls (e.g., they are focused, they are distracted by personal issues, they are playing games, etc.), which can help contact center 316 determine whether agent 324 needs additional training, intervention from a supervisor, or some other action. The audio can indicate agent 324's emotions and / or moods, which can be used to determine whether agent 324 is in a mental state suitable for handling additional calls (e.g., contact center system 301 can wait for a change in agent 324's mood before routing another call to them).

[0040] In step 3, contact center system 301 receives a call request 504 from caller endpoint 312, and in step 4, establishes a call 505 with caller endpoint 312 in a manner similar to steps 7 and 8 of operation scenario 400. In some examples, steps 3 and 4 may occur before call 406 ends, and call 505 may be queued for agent availability (e.g., waiting for call 406 to end and agent 324 to become available, assuming call 505 is the next in the queue). In step 5, agent 324 is selected for call 505 in a manner similar to how contact center system 301 selects agent 324 for call 406 (e.g., agent 324 may have expertise in handling relevant issues being called by user 352).

[0041] In this example, before contact center system 301 bridges call 505 to unified communications call 403, contact center system 301 transmits real-time audio message 501 as a user communication medium to agent 324 via unified communications call 403 in step 6. Audio message 501 provides agent 324 with information about call 505 when played by unified communications endpoint 341. Call information may include the name of user 352, the subject of their call, helpful tips based on user 352's history with contact center 316 (e.g., strategies for good user response), or any other information that may be useful to agent 324 in handling call 505. Since unified communications system 302 provides unified communications services to contact center system 301 and unified communications endpoint 341, a text chat channel can also be used for communication between contact center system 301 and unified communications endpoint 341. Even if call 505 has been bridged (e.g., to avoid interrupting the conversation between agent 324 and user 352), call information may, or alternatively, be provided to agent 324 through that channel.

[0042] After audio message 501 is completed, contact center system 301 bridges unified communications call 403 to call 505 in step 7. Unified communications endpoint 341 and caller endpoint 312 then exchange user communications 506 via the bridged connection. Similar to user communications 407, user communications 506 includes at least the media of user 352 and the voice of agent 324, enabling them to conduct real-time voice conversations. Even though call 505 is a new call to contact center system 301, because the unified communications call 403 remains connected, the same unified communications call 403 is used to connect call 505 to unified communications endpoint 341, rather than contact center system 301 establishing a new unified communications connection.

[0043] Figure 6The illustration depicts an operational scenario 600 for merging a feature set of a unified communications system and a contact center system. Operational scenario 600 occurs after operational scenario 500. In operational scenario 600, contact center system 301 determines in step 1 that unified communications call 403 has been dropped. The drop in unified communications call 403 may be caused by the following: unified communications endpoint 341 has stopped executing on agent system 304 (e.g., agent 324 unexpectedly exited the application or the application crashed); an error on agent system 304 otherwise causes unified communications endpoint 341 to stop executing correctly; software executing on contact center system 301 to support contact center system 301 as a unified communications endpoint may stop executing (e.g., crash); a problem may occur on the communication link between agent system 304 and unified communications system 302 or between contact center system 301 and unified communications system 302; a problem may occur in unified communications system 302; or some other problem may occur, causing unified communications call 403 to drop.

[0044] In response to the disconnection of unified communications call 403, contact center system 301 transmits audio message 601 via call 505 in step 2 to inform caller 352 to hold. Audio message 601 may also inform caller 352 why they need to hold (i.e., a problem has occurred at contact center 316), provide an estimated reconnection time, or provide other information that may be useful to user 352 while they wait. Furthermore, in response to the disconnection of unified communications call 403, contact center system 301 automatically attempts to reconnect the unified communications connection to unified communications endpoint 341 by transmitting unified communications call request 602 via unified communications system 302 to unified communications endpoint 341. Unified communications endpoint 341 notifies agent 324 of unified communications call request 602, and agent 324 responds to unified communications call request 602 in step 4. In some examples, unified communications endpoint 341 may automatically respond on behalf of agent 324. When Unified Communications Call Request 602 is answered, Unified Communications Call 603 is established between Contact Center System 301 and Unified Communications Endpoint 341 via Unified Communications System 302. If Agent 324 does not answer Unified Communications Call Request 602, Contact Center System 301 can continue to attempt to contact Agent 324 by periodically sending new Unified Communications Call Requests (e.g., the issue causing Unified Communications Call 403 to drop may still be under resolution). After a given period of time, Contact Center System 301 can stop attempting to re-establish the Unified Communications Call and instead attempt to route Call 505 directly to Contact Center Endpoint 342, which will prevent the use of Unified Communications features, or select a different agent to continue handling Call 505.

[0045] In this scenario, since a unified communications call 603 has been established, the contact center system 301 bridges call 505 to the newly established unified communications call 603 in step 6. Then, in step 7, user communications 506 continue to be exchanged via the newly bridged calls 505 and 603. In this example, agent 324 determines that they need to put user 352 on hold. Therefore, agent 324 selects a hold call option provided by unified communications endpoint 341 (e.g., a button in the interface displayed by unified communications endpoint 341). In step 8, unified communications endpoint 341 transmits a hold call message 604 instructing unified communications call 603 to be placed on hold to unified communications system 302, and unified communications system 302 passes that information to contact center system 301 to notify it that hold call message 604 has been placed on hold. If unified communications system 302 uses SIP, then hold call message 604 can be an in-contact SIP message. Upon receiving hold call message 604, contact center system 301 plays hold music 605 to user 352 via call 505 in step 9. In some examples, the hold music 605 can be triggered by the contact center system 301 placing the call 505 on hold to reflect the fact that the unified communications call 603 is on hold. A second message can be transmitted from the unified communications endpoint 341 to indicate when the agent 324 wishes to cancel the call on hold, which triggers the contact center system 301 to stop the hold music 605 and continue exchanging user communications 506.

[0046] Figure 7 The illustration depicts a computing architecture 700 for integrating the feature sets of a unified communications system and a contact center system. Computing architecture 700 is an example computing architecture for contact center systems 101 and 301, but systems 101 and 301 can use alternative configurations. Computing architecture 700 can also be used in other computing systems described herein, such as the unified communications system and endpoints described. Computing architecture 700 includes a communication interface 701, a user interface 702, and a processing system 703. Processing system 703 is linked to communication interface 701 and user interface 702. Processing system 703 includes processing circuitry 705 and a memory device 706 storing operating software 707.

[0047] Communication interface 701 includes components for communication via a communication link, such as a network interface card (NIC), port, RF transceiver, processing circuitry and software, or other communication devices. Communication interface 701 can be configured to communicate via a metal, wireless, or optical link. Communication interface 701 can be configured to use TDM, IP, Ethernet, optical networking, wireless protocols, communication signaling, or some other communication format—including combinations thereof.

[0048] User interface 702 includes components for user interaction. User interface 702 may include a keyboard, display screen, mouse, touchpad, or some other user input / output device. In some examples, user interface 702 may be omitted.

[0049] Processing circuitry 705 includes a microprocessor and other circuitry that retrieves and executes operating software 707 from memory device 706. Memory device 706 includes a computer-readable storage medium, such as a disk drive, flash drive, data storage circuitry, or some other memory device. In any example, the computer-readable storage medium of memory device 706, or any other computer-readable storage medium herein, will not be considered as a transient form of signal transmission (often referred to as the “signal itself”), such as a propagating electrical or electromagnetic signal or a carrier wave. Operating software 707 includes a computer program, firmware, or some other form of machine-readable processing instructions. Operating software 707 includes a fusion module 708. Operating software 707 may also include an operating system, utilities, drivers, network interfaces, applications, or some other type of software. When executed by processing circuitry 705, operating software 707 bootstraps processing system 703 to operate computing architecture 700 as described herein.

[0050] Specifically, the convergence module 708 bootstrapping system 703 establishes a first connection between the contact center system and a unified communications endpoint operated by the agent in response to an agent logging into the contact center system. The first connection is established using a unified communications system that provides services to the unified communications endpoint. After establishing the first connection, the convergence module 708 bootstrapping system 703 identifies a call on a second connection between the contact center system and a second endpoint operated by the user. In response to selecting an agent to handle the call, the convergence module 708 bootstrapping system 703 bridges the first and second connections.

[0051] The description and accompanying drawings included herein depict specific implementations of the claimed invention. For the purpose of teaching the principles of the invention, some conventional aspects have been simplified or omitted. Furthermore, it will be appreciated that some variations of these implementations fall within the scope of the invention. It will also be appreciated that the foregoing features can be combined in various ways to form multiple implementations. As a result, the invention is not limited to the specific implementations described above, but only to the claims and their equivalents.

Claims

1. A method for a contact center system, the method comprising: In the contact center system: In response to an agent logging into the contact center system, a first connection is established between the contact center system and a unified communications endpoint operated by the agent, wherein the first connection is established using a unified communications system that provides services to the unified communications endpoint; After the first connection is established, a call on the second connection between the contact center system and the second endpoint operated by the user is identified; as well as In response to selecting the agent to handle the call, the first connection and the second connection are bridged.

2. The method of claim 1, comprising: After the call has ended, identify a second call on a third connection between the contact center system and a third endpoint operated by another user; as well as In response to selecting the agent to handle the second call, the first connection and the third connection are bridged.

3. The method of claim 1, comprising: The first connection is disconnected in response to the agent leaving the contact center system.

4. The method of claim 1, comprising: Before bridging the first connection and the second connection, audio is transmitted to the unified communications endpoint via the first connection, wherein the audio provides the agent with information about the call when presented by the unified communications endpoint.

5. The method of claim 1, comprising: Even when the first connection is not bridged to another connection, media transmitted from the unified communications endpoint through the first connection is received, wherein the media is used for agent monitoring, agent management, and call center operations.

6. An apparatus for a contact center system, the apparatus comprising: One or more computer-readable storage media; A processing system operatively coupled to the one or more computer-readable storage media; as well as Program instructions, which are stored on the one or more computer-readable storage media, and which, when read and executed by the processing system, instruct the processing system to: In response to an agent logging into the contact center system, a first connection is established between the contact center system and a unified communications endpoint operated by the agent, wherein the first connection is established using a unified communications system that provides services to the unified communications endpoint; After the first connection is established, a call on the second connection between the contact center system and the second endpoint operated by the user is identified; as well as In response to selecting the agent to handle the call, the first connection and the second connection are bridged.

7. The apparatus of claim 6, wherein the program instructions direct the processing system: After the call has ended, identify a second call on a third connection between the contact center system and a third endpoint operated by another user; and In response to selecting the agent to handle the second call, the first connection and the third connection are bridged.

8. The apparatus of claim 6, wherein the program instructions direct the processing system: The first connection is disconnected in response to the agent leaving the contact center system.

9. The apparatus of claim 6, wherein the program instructions direct the processing system: Before bridging the first connection and the second connection, audio is transmitted to the unified communications endpoint via the first connection, wherein the audio provides the agent with information about the call when presented by the unified communications endpoint.

10. The apparatus of claim 6, wherein the program instructions direct the processing system: Even when the first connection is not bridged to another connection, media transmitted from the unified communications endpoint through the first connection is received, wherein the media is used for agent monitoring, agent management, and call center operations.

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