EP3072283A4 - System and method for communication routing - Google Patents

System and method for communication routing Download PDF

Info

Publication number
EP3072283A4
EP3072283A4 EP13897414.2A EP13897414A EP3072283A4 EP 3072283 A4 EP3072283 A4 EP 3072283A4 EP 13897414 A EP13897414 A EP 13897414A EP 3072283 A4 EP3072283 A4 EP 3072283A4
Authority
EP
European Patent Office
Prior art keywords
communication routing
routing
communication
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.)
Withdrawn
Application number
EP13897414.2A
Other languages
German (de)
French (fr)
Other versions
EP3072283A1 (en
Inventor
Donald E. BROWN
Jeroen BUIS
Michael D. GAGLE
Ronald T. HYNES, Jr.
Jeffrey H. SWARTZ
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.)
Interactive Intelligence Inc
Original Assignee
Interactive Intelligence 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
Application filed by Interactive Intelligence Inc filed Critical Interactive Intelligence Inc
Publication of EP3072283A1 publication Critical patent/EP3072283A1/en
Publication of EP3072283A4 publication Critical patent/EP3072283A4/en
Withdrawn legal-status Critical Current

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
    • H04M3/523—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
    • H04M3/5236—Sequential or circular distribution
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2203/00—Aspects of automatic or semi-automatic exchanges
    • H04M2203/40—Aspects of automatic or semi-automatic exchanges related to call centers
    • H04M2203/406—Rerouting calls between call centers
    • 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
    • H04M3/5141—Details of processing calls and other types of contacts in an unified manner
EP13897414.2A 2013-11-18 2013-11-18 System and method for communication routing Withdrawn EP3072283A4 (en)

Applications Claiming Priority (1)

Application Number Priority Date Filing Date Title
PCT/US2013/070559 WO2015073044A1 (en) 2013-11-18 2013-11-18 System and method for communication routing

Publications (2)

Publication Number Publication Date
EP3072283A1 EP3072283A1 (en) 2016-09-28
EP3072283A4 true EP3072283A4 (en) 2017-06-28

Family

ID=53057823

Family Applications (1)

Application Number Title Priority Date Filing Date
EP13897414.2A Withdrawn EP3072283A4 (en) 2013-11-18 2013-11-18 System and method for communication routing

Country Status (5)

Country Link
EP (1) EP3072283A4 (en)
JP (1) JP2016538782A (en)
AU (1) AU2013405180A1 (en)
CA (1) CA2930381A1 (en)
WO (1) WO2015073044A1 (en)

Families Citing this family (2)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
EP3222728B1 (en) 2014-11-19 2021-07-14 Institute for Basic Science Method for regulating gene expression using cas9 protein expressed from two vectors
CN108960675A (en) * 2018-07-25 2018-12-07 平安科技（深圳）有限公司 Automatic job distribution method, apparatus, computer equipment and storage medium

Family Cites Families (2)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
DE69636239T2 (en) * 1995-04-24 2007-05-10 International Business Machines Corp. A method and apparatus for skill-based routing in a call center
US7149303B1 (en) * 2004-09-29 2006-12-12 Sprint Communications Company, L.P. System and method for optimized distribution of calls to call center resources

Non-Patent Citations (2)

* Cited by examiner, † Cited by third party
Title
NORTEL NETWORKS: "Nortel Networks Symposium Call Center Server for M1/CSE 1000 Scripting Guide", 1 November 2003 (2003-11-01), XP055372777, Retrieved from the Internet <URL:http://downloads.avaya.com/css/P8/documents/100099377> [retrieved on 20170515] *
See also references of WO2015073044A1 *

Also Published As

Publication number Publication date
WO2015073044A1 (en) 2015-05-21
EP3072283A1 (en) 2016-09-28
JP2016538782A (en) 2016-12-08
AU2013405180A1 (en) 2016-06-02
CA2930381A1 (en) 2015-05-21

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Ipc: H04M 3/51 20060101ALI20170519BHEP

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