| US 7,469,047 B2 | ||
| Integrated ACD and IVR scripting for call center tracking of calls | ||
| J. Andrew Judkins, Centerville, Utah (US); Michael Shelton, Salt Lake City, Utah (US); and David Peterson, Pleasant Grove, Utah (US) | ||
| Assigned to Harris Corporation, Melbourne, Fla. (US) | ||
| Filed on Mar. 08, 2005, as Appl. No. 11/75,352. | ||
| Application 11/075352 is a continuation of application No. 09/513784, filed on Feb. 25, 2000, granted, now 7,068,774. | ||
| Prior Publication US 2005/0163304 A1, Jul. 28, 2005 | ||
| This patent is subject to a terminal disclaimer. | ||
| Int. Cl. H04M 3/00 (2006.01) | ||
| U.S. Cl. 379—265.01 [379/265.02; 379/265.12; 379/265.13] | 15 Claims |
| 1. A method of tracking calls received within a call center comprising:
receiving a call within a call center switch that is connected to a call center via a Host Interface Link (HIL), said call
center having an automatic call distributor (ACD) server and interactive voice response (IVR) server that is functionally
integrated with the ACD server;
routing the call to the IVR server of the call center and soliciting responses from the caller to determine a requested type
of service and what skills are required for answering a call;
determining within the call center a route request based on an HIL protocol that includes a new extension number and HIL messages;
routing the call based on the route request back to the call center and to an agent via the ACD server and HIL link such that
the call can be tracked while in the call center and in queue; and
defining an HIL message format with a function code, process code, and message data field.
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