BR0010933A - Company contact server with enhanced routing features - Google Patents

Company contact server with enhanced routing features

Info

Publication number
BR0010933A
BR0010933A BR0010933-9A BR0010933A BR0010933A BR 0010933 A BR0010933 A BR 0010933A BR 0010933 A BR0010933 A BR 0010933A BR 0010933 A BR0010933 A BR 0010933A
Authority
BR
Brazil
Prior art keywords
contact server
company contact
routing features
enhanced routing
company
Prior art date
Application number
BR0010933-9A
Other languages
Portuguese (pt)
Inventor
Raymond G Goss
Original Assignee
Mci Worldcom Inc
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Priority claimed from US09/317,561 external-priority patent/US6687241B1/en
Application filed by Mci Worldcom Inc filed Critical Mci Worldcom Inc
Publication of BR0010933A publication Critical patent/BR0010933A/en

Links

Classifications

    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/5183—Call or contact centers with computer-telephony arrangements
    • H04M3/5191—Call or contact centers with computer-telephony arrangements interacting with the Internet
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L65/00—Network arrangements, protocols or services for supporting real-time applications in data packet communication
    • H04L65/40—Support for services or applications
    • H04L65/401—Support for services or applications wherein the services involve a main real-time session and one or more additional parallel real-time or time sensitive sessions, e.g. white board sharing or spawning of a subconference
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L67/00—Network arrangements or protocols for supporting network services or applications
    • H04L67/14—Session management
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
    • H04M3/5237—Interconnection arrangements between ACD systems
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M7/00—Arrangements for interconnection between switching centres
    • H04M7/0024—Services and arrangements where telephone services are combined with data services
    • H04M7/0027—Collaboration services where a computer is used for data transfer and the telephone is used for telephonic communication
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L69/00—Network arrangements, protocols or services independent of the application payload and not provided for in the other groups of this subclass
    • H04L69/30—Definitions, standards or architectural aspects of layered protocol stacks
    • H04L69/32—Architecture of open systems interconnection [OSI] 7-layer type protocol stacks, e.g. the interfaces between the data link level and the physical level
    • H04L69/322—Intralayer communication protocols among peer entities or protocol data unit [PDU] definitions
    • H04L69/329—Intralayer communication protocols among peer entities or protocol data unit [PDU] definitions in the application layer [OSI layer 7]
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
    • H04M3/5231—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing with call back arrangements
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
    • H04M3/5232—Call distribution algorithms
    • H04M3/5233—Operator skill based call distribution

Abstract

"SERVIDOR DE CONTATO DE EMPRESA com CARACTERìSTICAS DE ROTEAMENTO APERFEIçOADAS". A presente invenção é um Servidor de Contato de Empresa (100) que permite a clientes submeterem solicitações de chamada de retorno a agentes (13) localizados em qualquer uma dentre uma pluralidade de centrais de chamadas (116) via Internet (32), ou virtualmente via outra tecnologia de comunicação disponível."COMPANY CONTACT SERVER WITH IMPROVED ROUTING FEATURES". The present invention is a Company Contact Server (100) that allows customers to submit callback requests to agents (13) located in any one of a plurality of call centers (116) via the Internet (32), or virtually via other available communication technology.

BR0010933-9A 1999-05-24 2000-05-22 Company contact server with enhanced routing features BR0010933A (en)

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
US09/317,561 US6687241B1 (en) 1997-11-21 1999-05-24 Enterprise contact server with enhanced routing features
PCT/US2000/014058 WO2000072535A1 (en) 1999-05-24 2000-05-22 Enterprise contact server with enhanced routing features

Publications (1)

Publication Number Publication Date
BR0010933A true BR0010933A (en) 2002-04-23

Family

ID=23234238

Family Applications (1)

Application Number Title Priority Date Filing Date
BR0010933-9A BR0010933A (en) 1999-05-24 2000-05-22 Company contact server with enhanced routing features

Country Status (7)

Country Link
EP (1) EP1180288A4 (en)
JP (1) JP2003500929A (en)
AU (1) AU771695B2 (en)
BR (1) BR0010933A (en)
CA (1) CA2374329A1 (en)
MX (1) MXPA01012024A (en)
WO (1) WO2000072535A1 (en)

Families Citing this family (8)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US6958994B2 (en) 1998-09-24 2005-10-25 Genesys Telecommunications Laboratories, Inc. Call transfer using session initiation protocol (SIP)
US7120141B2 (en) 1998-09-24 2006-10-10 Genesys Telecommunications Laboratories, Inc. Integrating SIP control messaging into existing communication center routing infrastructure
US6934380B2 (en) * 2003-05-02 2005-08-23 Cisco Technology, Inc. Method and system for automatic contact distribution utilizing presence detection
CA2529897C (en) * 2003-06-19 2013-01-08 Nortel Networks Limited Convergence of circuit-switched voice and packet-based media services
US7899164B2 (en) 2003-06-19 2011-03-01 Nortel Networks Limited Convergence of circuit-switched voice and packet-based media services
US7894581B2 (en) 2003-06-19 2011-02-22 Nortel Networks Limited Convergence of circuit-switched voice and packet-based media services
US7729479B2 (en) * 2004-11-30 2010-06-01 Aspect Software, Inc. Automatic generation of mixed media messages
KR101169045B1 (en) * 2010-08-24 2012-07-26 (주) 콜게이트 System, method and computer readable medium for providing voice and visual ARS service

Family Cites Families (5)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US5590188A (en) * 1992-11-09 1996-12-31 Iex Corporation Rules-based call routing
DE69636239T2 (en) * 1995-04-24 2007-05-10 International Business Machines Corp. A method and apparatus for skill-based routing in a call center
US5884032A (en) * 1995-09-25 1999-03-16 The New Brunswick Telephone Company, Limited System for coordinating communications via customer contact channel changing system using call centre for setting up the call between customer and an available help agent
US6058435A (en) * 1997-02-04 2000-05-02 Siemens Information And Communications Networks, Inc. Apparatus and methods for responding to multimedia communications based on content analysis
US5940496A (en) * 1997-02-10 1999-08-17 Gewesys Telecommunications Laboratories, Inc. Apparatus and methods enhancing call routing within and between call-centers

Also Published As

Publication number Publication date
EP1180288A1 (en) 2002-02-20
JP2003500929A (en) 2003-01-07
CA2374329A1 (en) 2000-11-30
EP1180288A4 (en) 2003-06-11
AU5038500A (en) 2000-12-12
AU771695B2 (en) 2004-04-01
MXPA01012024A (en) 2002-06-21
WO2000072535A1 (en) 2000-11-30

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Legal Events

Date Code Title Description
B08F Application dismissed because of non-payment of annual fees [chapter 8.6 patent gazette]

Free format text: REFERENTA A 6A, 7A 8A ANUIDADES.

B08K Patent lapsed as no evidence of payment of the annual fee has been furnished to inpi [chapter 8.11 patent gazette]

Free format text: REFERENTE AO DESPACHO PUBLICADO NA RPI 1962 DE 12/08/2008.