WO1998035482A3 - System and method for call park and transfer in a telecommunications network - Google Patents

System and method for call park and transfer in a telecommunications network Download PDF

Info

Publication number
WO1998035482A3
WO1998035482A3 PCT/US1998/002090 US9802090W WO9835482A3 WO 1998035482 A3 WO1998035482 A3 WO 1998035482A3 US 9802090 W US9802090 W US 9802090W WO 9835482 A3 WO9835482 A3 WO 9835482A3
Authority
WO
WIPO (PCT)
Prior art keywords
call
parking
receives
area network
treatment
Prior art date
Application number
PCT/US1998/002090
Other languages
French (fr)
Other versions
WO1998035482A2 (en
Inventor
Jeffery E Allison Sr
Christine S Chaney
Frances D E Taylor
Original Assignee
Mci Communications Corp
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 Mci Communications Corp filed Critical Mci Communications Corp
Priority to EP98906119A priority Critical patent/EP0958689A4/en
Priority to AU61434/98A priority patent/AU6143498A/en
Priority to JP53484898A priority patent/JP2002514365A/en
Priority to CA002279912A priority patent/CA2279912A1/en
Publication of WO1998035482A2 publication Critical patent/WO1998035482A2/en
Publication of WO1998035482A3 publication Critical patent/WO1998035482A3/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
    • H04M3/523—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
    • 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
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2203/00—Aspects of automatic or semi-automatic exchanges
    • H04M2203/20—Aspects of automatic or semi-automatic exchanges related to features of supplementary services
    • H04M2203/2011—Service processing based on information specified by a party before or during a call, e.g. information, tone or routing selection
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2207/00—Type of exchange or network, i.e. telephonic medium, in which the telephonic communication takes place
    • H04M2207/12—Type of exchange or network, i.e. telephonic medium, in which the telephonic communication takes place intelligent networks
    • 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
    • H04M3/428—Arrangements for placing incoming calls on hold
    • H04M3/4285—Notifying, informing or entertaining a held party while on hold, e.g. Music On Hold
    • 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
    • H04M3/53—Centralised arrangements for recording incoming messages, i.e. mailbox systems
    • H04M3/533—Voice mail systems

Abstract

A system and method provide management of parking resources and complete control of the call throughout the entire duration of the call. The system comprises: a switch network (30) receives a call from call originator (28). A call center (50) includes: ACD (52) connects to management system (58) and agent workstations (54) through local area network (56). A service workstation (62) and CTI server (60) connect to CTI data collection server (38) over wire area network (26). Call center router (36) receives a call routing query from data access point (20) via data gateway (22). The parking manager (42) determines which parking platform (32) is available to park the call through parking data gateway (34). The parking manager (42) may also initiate a timer, the expiration of which triggers the release of the call to voicemail treatment (46) or other call treatment (48).
PCT/US1998/002090 1997-02-07 1998-02-06 System and method for call park and transfer in a telecommunications network WO1998035482A2 (en)

Priority Applications (4)

Application Number Priority Date Filing Date Title
EP98906119A EP0958689A4 (en) 1997-02-07 1998-02-06 System and method for call park and transfer in a telecommunications network
AU61434/98A AU6143498A (en) 1997-02-07 1998-02-06 System and method for call park and transfer in a telecommunications network
JP53484898A JP2002514365A (en) 1997-02-07 1998-02-06 System and method for parking and forwarding a call in a telecommunications network
CA002279912A CA2279912A1 (en) 1997-02-07 1998-02-06 System and method for call park and transfer in a telecommunications network

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
US79684097A 1997-02-07 1997-02-07
US08/796,840 1997-02-07

Publications (2)

Publication Number Publication Date
WO1998035482A2 WO1998035482A2 (en) 1998-08-13
WO1998035482A3 true WO1998035482A3 (en) 1998-12-10

Family

ID=25169197

Family Applications (1)

Application Number Title Priority Date Filing Date
PCT/US1998/002090 WO1998035482A2 (en) 1997-02-07 1998-02-06 System and method for call park and transfer in a telecommunications network

Country Status (5)

Country Link
EP (1) EP0958689A4 (en)
JP (1) JP2002514365A (en)
AU (1) AU6143498A (en)
CA (1) CA2279912A1 (en)
WO (1) WO1998035482A2 (en)

Families Citing this family (5)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
FI108981B (en) * 1999-04-26 2002-04-30 Elisa Comm Oyj A method for queuing and routing calls to a telephone number from a queue to a destination
US6839422B2 (en) * 2002-07-18 2005-01-04 Newstep Networks, Inc. Method and apparatus for providing local call treatment discrimination for selected calls on a switched telephone network
US7228145B2 (en) * 2003-05-21 2007-06-05 Avaya Technology Corp. Dropped call continuation
US7983148B1 (en) 2004-07-12 2011-07-19 Avaya Inc. Disaster recovery via alternative terminals and partitioned networks
US9092389B2 (en) 2009-03-16 2015-07-28 Avaya Inc. Advanced availability detection

Citations (1)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US4953204A (en) * 1989-10-17 1990-08-28 At&T Bell Laboratories Multilocation queuing for telephone calls

Family Cites Families (1)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US5506898A (en) * 1994-07-12 1996-04-09 At&T Corp. Expected wait-time indication arrangement

Patent Citations (1)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US4953204A (en) * 1989-10-17 1990-08-28 At&T Bell Laboratories Multilocation queuing for telephone calls

Non-Patent Citations (1)

* Cited by examiner, † Cited by third party
Title
See also references of EP0958689A4 *

Also Published As

Publication number Publication date
CA2279912A1 (en) 1998-08-13
AU6143498A (en) 1998-08-26
JP2002514365A (en) 2002-05-14
EP0958689A4 (en) 2002-10-30
EP0958689A2 (en) 1999-11-24
WO1998035482A2 (en) 1998-08-13

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