Headset System For Use In A Call Center Environment

Abstract

A headset system for use with especially in a call center environment, in which method a wireless connection is established between headset and base unit, and the wireless connection is maintained while indicating from a headset user interface to the base unit that the headset is available for receiving an incoming call. The headset system is connected to a telephone system and has a processor configured to receive mode information and to operate according to the received mode information. The headset has a headset user interface and controls the headset signal processor to operate in accordance with user input. The headset is further configured to provide the end-of-call information to the base unit while maintaining the wireless connection.

Claims

1.-15. (canceled)

16. A multi-function headset system for use with a telephone system connectable to an outside phone line, usable in at least two fully operational modes, a regular mode of operation and a call center mode of operation, the multi-function headset system comprising; a headset and a base unit; a call center system providing the base unit with a plurality of successive phone calls; the base unit being configured to connect to a telephone system and including: a transceiver configured to communicate wirelessly with the headset, a mode switch configured to control the headset between at least two modes of operation, wherein both modes the system is always in a ready to operate status; a regular mode, wherein an end of call signal terminates a wireless connection between the headset and base unit, and a call center mode, wherein and end of call signal maintains said wireless connection between the base unit and headset even after a prior call is terminated between the base unit and an outside phone line, so that a wireless link is immediately ready for a subsequent call, the headset comprising; a transceiver configured to communicate wirelessly with the base unit and connected to a headset control unit configured to control a speaker transducer, a microphone transducer and a signal processor configured to process audio signals, the headset control unit further being configured to receive user input via a headset user interface and to control the signal processor to operate the headset in accordance with user input, wherein a mode of operation comprises a call center mode information in which mode the base unit transceiver is controlled to maintain a wireless connection with the headset transceiver even in periods between successive phone calls, and wherein the user input includes end-of-call information, the headset control unit further being configured to provide the end-of-call information to the base unit while maintaining the wireless connection without interruption.

17. The multi-function headset system according to claim 16, wherein the mode of operation is received from the telephone system.

18. The multi-function headset system according to claim 16, wherein the mode of operation is entered by a user via a base unit user interface.

19. The multi-function headset system according to claim 16, wherein the headset includes a plurality of audio configuration parameters which can be user adjusted and wherein when the multi-function headset system is in call center mode of operation, the headset control unit is configured to control the signal processor to reset said audio parameters to a default setting upon receiving end-of-call information even though the wireless connection has not be terminated from a previous call.

20. The multi-function headset system according to claim 19, wherein the audio parameters include call quality settings.

21. The multi-function headset system according to claim 19, wherein the audio parameters includes signal attenuation, speaker gain, echo, microphone transducer adjustments, speaker transducer adjustments, and audio filter control.

22. The multi-function headset system according to claim 19, wherein the resetting of the audio parameters comprises setting the audio parameters to predetermined median values.

23. The multi-function headset system according to claim 16, wherein the user input comprises a request for a next call from the telephone system.

24. The multi-function headset system according to claim 16, wherein the headset user interface comprises a Multi-Function Button.

25. The multi-function headset system according to claim 16, wherein, in call center mode of operation, the base unit receives an end-of-session signal without terminating the wireless connection between the headset transceiver and the base unit transceiver, whereas in regular mode of operation, when the base unit receives an end of session signal, the wireless connection is terminated.

26. A method of operating a wireless headset system with a base unit connectable to an outside phone line, in at least two modes, a first mode being regular mode and a second mode being call center mode, the wireless headset system comprising a headset and a base unit, the method comprising the steps of: selecting between first and second modes; establishing a wireless connection between the headset and the base unit, and maintaining the wireless connection while indicating from a headset user interface to the base unit that the headset is available for receiving an incoming call in the first mode, establishing and terminating a wireless connection between the headset and base unit in response to an incoming call, said incoming call initially establishing said connection, and an end of call signal for terminating the wireless link; in the second mode, establishing and terminating a wireless connection between the headset and base unit in response to an incoming call, said incoming call initially establishing said connection, and wherein an end of call signal terminates the call between the base unit and an outside phone line while continuously maintaining a wireless link active in a fully ready to communicate status without re-establishing the wireless link between the headset and base unit between calls even if no call is currently connected to the headset; so that the headset is immediately ready to receive subsequent calls without the need to reestablish a wireless connection.

27. A method according to claim 26, wherein the headset is user adjustable with respect to audio parameters, and wherein if the wireless headset system is in said second mode, the method further comprises resetting headset audio parameters upon receipt of subsequent incoming calls.

28. A method according to claim 26, wherein the base unit comprises a transceiver configured to communicate wirelessly with a headset transceiver, the method comprising, in the base unit: receiving call-center mode information in a base unit processor, controlling the base unit processor to operate according to the second mode, and continuously maintaining a wireless connection between a headset transceiver and a base unit transceiver without interruption of the wireless connection even if there is no active call in progress, in the headset: controlling a speaker transducer, a microphone transducer and a signal processor configured to process audio signals via a headset control unit, receiving in the headset control unit user input provided via a headset user interface and controlling the signal processor to operate the headset in accordance with user input, providing an end-of-call information to the base unit while maintaining the wireless connection upon receiving a user input including end-of-call information.

29. A method according to claim 26, further comprising resetting audio signal parameters in the signal processor upon receiving end-of-call information.

30. A method according to claim 29, wherein resetting the audio signal parameters includes resetting the audio signal parameters to predetermined median values.

31. A multi-function headset system for use with a telephone system connectable to an outside phone line, usable in a regular mode of operation and a call center mode of operation, the multi-function headset system comprising; a headset and a base unit, a call center system providing the base unit with a plurality of phone calls; the base unit being configured to connect to a telephone system and including: a transceiver configured to communicate wirelessly with the headset, a mode switch configured to control the headset between at least two modes of operation, a regular mode, wherein an end of call signal terminates a wireless connection between the headset and base unit, and a call center mode, wherein and end of call signal terminates a prior call between the base unit and an outside phone line while maintaining said wireless connection between the base unit and headset even if a call is terminated, so that a wireless link is immediately ready for a subsequent call in a fully ready to communicate status without re-establishing a wireless connection between the headset and base unit between calls, the headset comprising: a transceiver configured to communicate wirelessly with the base unit and connected to a headset control unit configured to control a speaker transducer, a microphone transducer and a signal processor configured to process audio signals, the headset control unit further being configured to receive user input via a headset user interface and to control the signal processor to operate the headset in accordance with user input, wherein a mode of operation comprises a call center mode information in which mode the base unit transceiver is controlled to maintain an audio link on a wireless connection with the headset transceiver, and wherein the user input includes end-of-call information, the headset control unit further being configured to provide the end-of-call information to the base unit while maintaining the audio link on the wireless connection, and wherein the headset further includes a plurality of audio configuration parameters which can be user adjusted and wherein in the call center mode of operation, the headset control unit is configured to control the signal processor to reset said audio parameters to a default setting upon receiving a subsequent call even though the wireless connection has not be terminated from a previous call.

Description

BRIEF DESCRIPTION OF THE FIGURES

[0028] FIG. 1 shows schematically a call center system with connected headsets,

[0029] FIG. 2 shows schematically a base unit,

[0030] FIG. 3 shows schematically a headset,

[0031] FIG. 4 shows a flow chart of a method of operating a wireless headset system in a call center environment,

[0032] FIG. 5 shows a command sequence between a headset system and a telephone system in one embodiment,

[0033] FIG. 6 shows a command sequence between a headset and a telephone system in another embodiment,

[0034] FIG. 7 shows an example of hook state signals provided to the headset system.

DETAILED DESCRIPTION OF THE DRAWINGS

[0035] In FIG. 1, a headset system 1 for use with a telephone system is shown 3. The telephone system is a call center management system 3, implemented on a server 4 and a plurality of agent computers 7, 12. The call center management system 3 connects a plurality of agents, each agent connected to the call center management system via a computer 5. The plurality of agents may receive incoming calls via the PSTN or any other telephone network 6, or place outbound calls through the telephone network 6. The telephone network may also be implemented via a computer network, such as the internet.

[0036] Typically, such call center management systems 3 use a queuing system allowing the systems to queue their customers' requests until free resources become available. This means that if traffic intensity levels exceed available capacity, customer's calls are not lost; customers instead wait until they can be served. Thus, customers are queued while waiting for the next available agent. Often, the queue is ordered according to the first-in first-out principle in which customers are served one at a time and the customer that has been waiting the longest is served first. However, also other queuing principles may be used, e.g. using a priority queuing system in which customers with high priority are served first. Classic queuing theory involves complex calculations to determine for example waiting time, service time, server utilization and other metrics that are used to measure queuing performance. Typically, call center management systems also requires a customer to key in particular information before the call is being routed to a call center agent.

[0037] This information may comprise account information, client reference numbers, telephone numbers, etc. The costumer is typically also led through an extensive menu program to direct the customer to the correct agent. Furthermore, after a call, the customer or caller may be transferred to post-processing of the call, e.g. to provide an evaluation of the quality of the service the call center agent provided. Furthermore, a call may be monitored for quality, supervision or training purposes.

[0038] It is readily seen that the call center management software is an advanced and complex software system. However, the interface towards the agents, whether headset systems or handsets are used, is typically implemented using basic circuit switching. Thus, communication between the call center management software and the agents or the headset/handsets of the agents, is limited to simple signals, such as hook-off and hook-on signals.

[0039] The call center management system is connected to an agent computer 7, 12 on which an IP telephone system is installed. The agent computers 7, 12 are connected to headset systems 1, 5. It is envisaged that also a regular telephone device may connect to the call center management system 3.

[0040] The agent computer 7 is connected to a headset system 1. The headset system 1 comprises a headset 8 and a base unit 9 connected via wireless communication connection 2. The base unit 9 is connected to the agent computer 7 via line 10, the agent computer 7 connecting to the call center management system 3 via line 11. The base unit has a cradle 13 for receiving the headset 8, e.g. for charging of the headset 8.

[0041] In FIG. 2, a base unit 9 is shown schematically. The base unit 9 comprises a transceiver 18 configured to communicate wirelessly with the headset 8, a processor 14, such as a Digital Signal Processor, configured to receive mode information, and a control unit 15 for controlling the processor 14 to operate according to the received mode information. The transceiver 18 is connected to processor 14 for communicating data between the base unit 9 and the headset 8. The base unit 9 may further comprise an electronic hook switch adapter 16. The electronic hook switch adapter may be connected either directly to the transceiver or it may be connected to the transceiver via the processor 14. The electronic hook switch adapter 16 allows for communication of data between the base unit 9 and the headset 8 relating to audio and voice in particular, including audio parameters, and the data may also comprise control commands, such as control commands for establishing and disconnecting a telephone connection, adjusting a volume or muting a connection, or any other functionality provided with the electronic hook switch system, or any combination(s) thereof. The electronic hook switch adapter 16 is an electronic solution that enables remote operation of compatible wireless headsets, such as headset 8, with various telephone systems. Hereby, the need for a mechanical handset lifter is eliminated. It is an advantage that as mobility within the working environment continues to increase, the users have the possibility of remotely controlling an associated telephone device, such as a desktop telephone or an IP soft phone or a telephone system implemented in a call center management software.

[0042] In FIG. 3, a headset 8 is shown schematically comprising a transceiver 20 configured to communicate wirelessly with the base unit 9, via base unit transceiver 18, and connected to a headset control unit 24, such as a control circuit or a processor, configured, i.e. programmed or wired, to control a speaker transducer 22, a microphone transducer 23 and a signal processor 21 configured to process audio signals, the headset control unit 24 further being configured to receive user input via a headset user interface 25 and to control the signal processor 21 to operate the headset 8 in accordance with user input. The signal processor 21 and the control unit 24 may be implemented in one processor unit.

[0043] The mode information received in the base unit 9 comprises a call center mode information in which mode the base unit transceiver 18 is controlled to maintain a wireless connection 2 with the headset transceiver 20, and wherein the user input includes end-of-call information, the headset control unit 24 further being configured to provide the end-of-call information to the base unit 9 while maintaining the wireless connection 2 intact.

[0044] FIG. 4 shows a flowchart of a method 40 of operating a wireless headset system 1 in a call center environment, the wireless headset system 1 comprising a headset 8 and a base unit 9. In step 41, the connection between the headset system and the call center management system is activated. The connection may be activated by e.g. lifting the headset 8 out of the base unit cradle 13, by agent log-in to the call center software, etc. In step 42, call-center mode information is received in a base unit processor 14. The base unit processor is controlled to operate according to the received call-center mode information, in step 43, and a wireless connection is maintained between a headset transceiver and a base unit transceiver in step 44. In step 45, the headset control unit controls the speaker transducer, the microphone transducer and the signal processor configured to process audio signals. In step 46, user input is entered via a headset user interface e.g. by an agent, and in step 47, the user input is received in the headset control unit. The signal processor 21 is controlled to operate the headset in accordance with user input in step 48 and in step 49, user input including end-of-call information is received. In step 50, the end-of-call information is provided to the base unit while maintaining the wireless connection.

[0045] It is an advantage that the present method of operating the headset that it centers around the behavioural dynamics usually found in the call center environments and thus takes the very different usage pattern and frequency of standard telephony operations such as e.g. hook on/off, ring and mute into account.

[0046] FIG. 5 shows a block diagram 50 describing the sequence of commands between the headset system 1 and the telephone system that is the call center management system 3. The call itself may be handled from a PC or computer screen. In the present example, the set-up time provided after one call is handled and before a next call is routed to the same headset system or agent, is a fixed period of time set by the call center management system. The fixed period of time may be between a couple of seconds and a few minutes depending on the amount of follow up work required on each call.

[0047] The first action 51 includes an agent logging in to the call center management system for a new session. Either device, i.e. call center management system 3 or headset system 1, may provide a hook off signal as indicated by 52. In the next step 53, the headset system 1 goes off-hook and the first call is routed from a call controller, forming part of the call center management system 3, to the headset system 1, in 54. In 55, the first call is handled, and the set-up time is indicated in 56. As soon as the set-up time has passed, the next caller in queue is routed from the telephone 3 to the headset system 1, as indicated by 57. The headset system 1 keeps the air link 2, i.e. the wireless connection between the headset and the base unit, and resets incoming DSP or audio parameters (Rx) in step 58. A last call is routed from the call controller 3 to the agent in step 59, and the last call is handled in 60. Hereafter, with no further set-up time, either device may provide a hook on signal as indicated in 61. Upon receiving the hook-on signal, the headset system drops the air link and goes on-hook, step 62. 63 indicates that the session is complete.

[0048] In FIG. 6, a block diagram 70 shows a sequence of commands between the headset system 1 and the telephone system (phone) that is the call center management system, 3. The call may be handled locally from a PC or computer screen. In the present example, the headset 8 comprises a user interface 25 having a Multi-Function Button 26 allowing an agent to decide when the next caller should be routed to his local PC. Thus, the set-up time is variable and provided after one call is handled and before a next call is routed to the same headset system or agent. The fixed period of time may be between a couple of seconds and a few minutes depending on the amount of follow up work required on each call.

[0049] The first action 71 includes an agent logging in to the call center management system for a new session. A command 72 is sent from the call center management system 3 to set the headset system 1 to operate in call center mode. In step 73, the headset enters call center mode. A hook-off command 74 is sent from the telephone system 3 to the headset system 1. The headset system 1 goes off-hook in step 75 and an air link, such as a wireless connection 2, may be established between the telephone system 3 and the headset system 1. In the next step 76, the first call is routed from a call controller, forming part of the call center management system 3, to the headset system 1. In 77, the first call is handled, and the variable set-up time is indicated in 78. When the agent is ready to receive a next call, the agent presses the Multi-Function-Button, step 79, which sends a command 80 to the telephone system, requesting that the next caller in queue is routed to the agent. In step 81, the headset 3 system keeps the air link, i.e. the wireless connection between the headset and the base unit, and resets incoming DSP or audio parameters (Rx) in step 58. A last call is routed from the telephone system 3 to the agent in step 82, and the last call is handled in 83. Hereafter, the telephone system 3 provides a hook-on command 84 to the headset system 1. Upon receiving the hook-on signal, the headset system 1 drops the air link and goes on-hook, step 85. 86 indicates that the session is complete.

[0050] The advantage of this method is clearly seen in that in a standard solution employing a wireless headset, the steps 79 and 80 would require the agent to press the button twice, i.e. to send a hook-on signal and a hook-off signal, and wait for taking down/setting up the audio link 2. This would be time consuming and could amount to 3-5 seconds of production time per call which is quite significant for a call center operator.

[0051] But not only is the waiting time for the agent reduced, the process of interpreting the numerous signals sent from the telephone system to the headset system during a call is significantly improved. As mentioned above, the call center management software is an advanced and complex software system connecting to the handsets or headset systems using basic circuit switching. Thus, communication between the call center management software and the agents or the headset/handsets of the agents, is limited to simple signals, such as hook state signals, such as hook-off and hook-on signals. This leads to numerous intermediate hook state signals being sent from the telephone system to the headset system, which are not signals to the headset to hook on or hook off, but rather communications as to the switching of the telephone lines between agents, from one or more queues to agents, switching from an agent to post processing of the call, etc. If all these signals are not interpreted correctly as intermediate hook state signals, there is a risk of untimely disconnecting a telephone call.

[0052] This process is illustrated in FIG. 7 showing an example of hook state signals provided to the headset system. A stream 90 of hook state signals is provided from the telephone system to the headset system. Upon receiving the first hook off signal 91, the headset initiates air link negotiation and provides a wireless connection between the headset and the base unit. In the present example, the air link is maintained for a predetermined time of T.sub.airlink 93. The stream of hook states is evaluated, and,.sub.a in the present example, all hook state signals provided in a time frame t.sub.eva 94 are analysed. If the first hook state signal 91 in the time frame t.sub.eva corresponds to the last hook state 96 in the time frame t.sub.eva then no hook state change is performed as illustrated in FIG. 7, and the air link as shown in 95 is disconnected only after the predetermined time T.sub.airlink 93. It is obvious that this procedure is vulnerable and makes the overall call center management system vulnerable to lost calls. As lost calls are a significant and highly weighted risk factor in a call center management system, this communication of hook states is undesirable. It is therefore a further advantage of the present invention that intermediate hook switch signals are not communicated to the headset system, as the hook state is fixed on hook off as long as the headset system is actively connected to the call center management system.