ACD Agent State Control via Audible Telephony Commands
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Solution Overview
Problem
Automatic call distributor (ACD) systems often fail to effectively communicate with roaming or visually-impaired agents who cannot access their desktops, leading to difficulties in changing their state and performing tasks without specialized software.
Innovation Solution
The system allows agents to communicate with the ACD using audible commands, such as speech or dual tone multiple frequency (DTMF) signals, enabling them to change their state and perform tasks without the need for screen reading software, and can be accessed through conventional mobile phones.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If agents use desktop computers with screen reading software to communicate with the ACD system, then they can access and change their state, but visually impaired agents cannot access the desktop and roaming agents cannot access the desktop when away from their workstation
Solution Approach 1:
The patent introduces a telephony-based intermediary communication channel between agents and the ACD system. Instead of requiring direct desktop access, the system uses telephone calls as a mediator to transmit state change commands and receive system status information, enabling agents to interact with the ACD system through voice commands and audible feedback regardless of their physical location or mobility status
Solution Approach 2:
The patent replaces the mechanical interaction method (physical access to desktop keyboard and mouse) with an acoustic/telephonic interaction method. Agents use telephone devices to speak commands and hear responses, substituting the visual-mechanical interface with an auditory-phonetic interface that works independently of desktop availability
2Reliability
If the ACD system requires agents to be at their desktop to change state, then system control is maintained, but agents cannot respond to state change notifications when away from desktop
Solution Approach 1:
The patent implements a feedback mechanism where the ACD system actively notifies agents of state change notifications through telephone calls. When an agent's state changes (e.g., from Not Ready to Ready), the system initiates a telephone call to alert the agent, creating a closed-loop feedback system that ensures agents are informed of status changes regardless of their physical location
Solution Approach 2:
The system performs preliminary action by proactively initiating state change notifications before the agent can check their status. The ACD system detects state changes and immediately initiates telephone alerts to agents, ensuring they are notified in advance rather than requiring agents to periodically check their status
3Adaptability or versatility
If specialized software is required for visually impaired agents to access the ACD system, then accessibility is improved, but device complexity increases and mobility is restricted
Solution Approach 1:
The patent extracts the communication functionality from the desktop environment and relocates it to a standalone telephony interface. By removing the dependency on desktop-based screen reading software, the system enables visually impaired agents to access ACD functions through simple telephone devices without requiring complex specialized software installations
Solution Approach 2:
The patent makes the telephony interface universal by designing a single, simple telephone-based communication channel that serves multiple purposes: state change commands, status inquiries, and notifications. This universal interface works for all agent types (visually impaired, roaming, mobile) without requiring type-specific software solutions
Data Source
AI summary
A method for communicating with an automatic call distributor system agent includes communicating through a communications link with a first agent of a plurality of agents associated with an automatic call distributor (ACD) system. The plurality of agents are able to receive user calls distributed by the ACD system. The user calls comprise requests for service. The method includes receiving an audible state command from the first agent through the communications link and changing the state of the first agent with respect to the ACD system in response to the audible state command.