EP1446725A4 - Call center administration manager with rules-based routing prioritization - Google Patents

Call center administration manager with rules-based routing prioritization

Info

Publication number
EP1446725A4
EP1446725A4 EP01964013A EP01964013A EP1446725A4 EP 1446725 A4 EP1446725 A4 EP 1446725A4 EP 01964013 A EP01964013 A EP 01964013A EP 01964013 A EP01964013 A EP 01964013A EP 1446725 A4 EP1446725 A4 EP 1446725A4
Authority
EP
European Patent Office
Prior art keywords
rules
call center
based routing
administration manager
center administration
Prior art date
Legal status (The legal status 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 status listed.)
Ceased
Application number
EP01964013A
Other languages
German (de)
French (fr)
Other versions
EP1446725A1 (en
Inventor
Eli Ben Borodow
Ran Ezerzer
Edwin Kenneth Margulies
Current Assignee (The listed assignees may be inaccurate. Google has not performed a legal analysis and makes no representation or warranty as to the accuracy of the list.)
Oracle International Corp
Original Assignee
Telephony Work 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 US09/638,274 external-priority patent/US6697858B1/en
Priority claimed from US09/902,069 external-priority patent/US7039176B2/en
Application filed by Telephony Work Inc filed Critical Telephony Work Inc
Publication of EP1446725A1 publication Critical patent/EP1446725A1/en
Publication of EP1446725A4 publication Critical patent/EP1446725A4/en
Ceased legal-status Critical Current

Links

Classifications

    • 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
    • H04L65/1066—Session management
    • H04L65/1069—Session establishment or de-establishment
    • 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
    • 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
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L63/00—Network architectures or network communication protocols for network security
    • H04L63/08—Network architectures or network communication protocols for network security for authentication of entities
    • H04L63/083—Network architectures or network communication protocols for network security for authentication of entities using passwords
EP01964013A 2000-08-14 2001-08-14 Call center administration manager with rules-based routing prioritization Ceased EP1446725A4 (en)

Applications Claiming Priority (7)

Application Number Priority Date Filing Date Title
US902069 1978-05-02
US638274 1984-08-06
US09/638,274 US6697858B1 (en) 2000-08-14 2000-08-14 Call center
US798226 2001-03-02
US09/798,226 US7366293B2 (en) 2000-08-14 2001-03-02 Call center administration manager
US09/902,069 US7039176B2 (en) 2000-08-14 2001-07-09 Call center administration manager with rules-based routing prioritization
PCT/US2001/025476 WO2004038596A1 (en) 2000-08-14 2001-08-14 Call center administration manager with rules-based routing prioritization

Publications (2)

Publication Number Publication Date
EP1446725A1 EP1446725A1 (en) 2004-08-18
EP1446725A4 true EP1446725A4 (en) 2004-11-10

Family

ID=32180532

Family Applications (1)

Application Number Title Priority Date Filing Date
EP01964013A Ceased EP1446725A4 (en) 2000-08-14 2001-08-14 Call center administration manager with rules-based routing prioritization

Country Status (3)

Country Link
EP (1) EP1446725A4 (en)
AU (1) AU2001284913A1 (en)
WO (1) WO2004038596A1 (en)

Families Citing this family (1)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
EP3002938A1 (en) 2014-10-01 2016-04-06 The Voxtron Factory N.V. Customer interaction centre

Citations (2)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
EP0920224A2 (en) * 1992-03-09 1999-06-02 Advantis Subscriber call routing processing system
WO2000007135A1 (en) * 1998-07-31 2000-02-10 Genesys Telecommunications Laboratories, Inc. Method for predictive routing of incoming calls within a communication center according to history and maximum profit/contribution analysis

Family Cites Families (3)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US5903641A (en) * 1997-01-28 1999-05-11 Lucent Technologies Inc. Automatic dynamic changing of agents' call-handling assignments
US5982873A (en) * 1997-03-07 1999-11-09 Lucent Technologies Inc. Waiting-call selection based on objectives
US6173053B1 (en) * 1998-04-09 2001-01-09 Avaya Technology Corp. Optimizing call-center performance by using predictive data to distribute calls among agents

Patent Citations (2)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
EP0920224A2 (en) * 1992-03-09 1999-06-02 Advantis Subscriber call routing processing system
WO2000007135A1 (en) * 1998-07-31 2000-02-10 Genesys Telecommunications Laboratories, Inc. Method for predictive routing of incoming calls within a communication center according to history and maximum profit/contribution analysis

Non-Patent Citations (1)

* Cited by examiner, † Cited by third party
Title
See also references of WO2004038596A1 *

Also Published As

Publication number Publication date
EP1446725A1 (en) 2004-08-18
WO2004038596A1 (en) 2004-05-06
AU2001284913A1 (en) 2004-05-13

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