ATE327634T1 - System und verfahren zur bereitstellung einer nachrichtengestützten kommunikationsinfrastruktur für einen automatisierten anrufzentralenbetrieb - Google Patents
System und verfahren zur bereitstellung einer nachrichtengestützten kommunikationsinfrastruktur für einen automatisierten anrufzentralenbetriebInfo
- Publication number
- ATE327634T1 ATE327634T1 AT03744683T AT03744683T ATE327634T1 AT E327634 T1 ATE327634 T1 AT E327634T1 AT 03744683 T AT03744683 T AT 03744683T AT 03744683 T AT03744683 T AT 03744683T AT E327634 T1 ATE327634 T1 AT E327634T1
- Authority
- AT
- Austria
- Prior art keywords
- participant
- call session
- message
- agent
- providing
- Prior art date
Links
- 238000000034 method Methods 0.000 title abstract 2
Classifications
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- 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
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- 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
- H04M3/5166—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing in combination with interactive voice response systems or voice portals, e.g. as front-ends
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- G—PHYSICS
- G10—MUSICAL INSTRUMENTS; ACOUSTICS
- G10L—SPEECH ANALYSIS TECHNIQUES OR SPEECH SYNTHESIS; SPEECH RECOGNITION; SPEECH OR VOICE PROCESSING TECHNIQUES; SPEECH OR AUDIO CODING OR DECODING
- G10L15/00—Speech recognition
- G10L15/26—Speech to text 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
- H04M3/5133—Operator terminal details
-
- 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
-
- 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
- H04M3/5322—Centralised arrangements for recording incoming messages, i.e. mailbox systems for recording text messages
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M2201/00—Electronic components, circuits, software, systems or apparatus used in telephone systems
- H04M2201/38—Displays
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M2201/00—Electronic components, circuits, software, systems or apparatus used in telephone systems
- H04M2201/39—Electronic components, circuits, software, systems or apparatus used in telephone systems using speech synthesis
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M2201/00—Electronic components, circuits, software, systems or apparatus used in telephone systems
- H04M2201/40—Electronic components, circuits, software, systems or apparatus used in telephone systems using speech recognition
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M2201/00—Electronic components, circuits, software, systems or apparatus used in telephone systems
- H04M2201/60—Medium conversion
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M2203/00—Aspects of automatic or semi-automatic exchanges
- H04M2203/30—Aspects of automatic or semi-automatic exchanges related to audio recordings in general
- H04M2203/306—Prerecordings to be used during a voice call
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M2203/00—Aspects of automatic or semi-automatic exchanges
- H04M2203/45—Aspects of automatic or semi-automatic exchanges related to voicemail messaging
- H04M2203/4536—Voicemail combined with text-based messaging
-
- 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
Landscapes
- Engineering & Computer Science (AREA)
- Signal Processing (AREA)
- Business, Economics & Management (AREA)
- Marketing (AREA)
- Audiology, Speech & Language Pathology (AREA)
- Health & Medical Sciences (AREA)
- Computational Linguistics (AREA)
- Human Computer Interaction (AREA)
- Physics & Mathematics (AREA)
- Acoustics & Sound (AREA)
- Multimedia (AREA)
- Telephonic Communication Services (AREA)
- Mobile Radio Communication Systems (AREA)
- Data Exchanges In Wide-Area Networks (AREA)
Applications Claiming Priority (3)
Application Number | Priority Date | Filing Date | Title |
---|---|---|---|
US36455502P | 2002-03-15 | 2002-03-15 | |
US40335402P | 2002-08-13 | 2002-08-13 | |
US10/367,533 US7292689B2 (en) | 2002-03-15 | 2003-02-14 | System and method for providing a message-based communications infrastructure for automated call center operation |
Publications (1)
Publication Number | Publication Date |
---|---|
ATE327634T1 true ATE327634T1 (de) | 2006-06-15 |
Family
ID=28046512
Family Applications (1)
Application Number | Title | Priority Date | Filing Date |
---|---|---|---|
AT03744683T ATE327634T1 (de) | 2002-03-15 | 2003-03-14 | System und verfahren zur bereitstellung einer nachrichtengestützten kommunikationsinfrastruktur für einen automatisierten anrufzentralenbetrieb |
Country Status (7)
Country | Link |
---|---|
US (9) | US7292689B2 (de) |
EP (1) | EP1486054B1 (de) |
AT (1) | ATE327634T1 (de) |
AU (1) | AU2003225803A1 (de) |
CA (1) | CA2479407C (de) |
DE (1) | DE60305458T2 (de) |
WO (1) | WO2003079656A1 (de) |
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- 2003-03-14 AU AU2003225803A patent/AU2003225803A1/en not_active Abandoned
- 2003-03-14 DE DE60305458T patent/DE60305458T2/de not_active Expired - Lifetime
- 2003-03-14 CA CA002479407A patent/CA2479407C/en not_active Expired - Lifetime
- 2003-03-14 AT AT03744683T patent/ATE327634T1/de not_active IP Right Cessation
- 2003-03-14 WO PCT/US2003/007926 patent/WO2003079656A1/en not_active Application Discontinuation
- 2003-03-14 EP EP03744683A patent/EP1486054B1/de not_active Expired - Lifetime
-
2007
- 2007-04-03 US US11/732,626 patent/US8116445B2/en active Active
- 2007-10-19 US US11/875,744 patent/US7391860B2/en not_active Expired - Lifetime
-
2008
- 2008-06-23 US US12/144,560 patent/US8467519B2/en active Active
-
2012
- 2012-02-10 US US13/371,289 patent/US8462935B2/en active Active
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2013
- 2013-06-17 US US13/920,020 patent/US8774392B2/en not_active Expired - Lifetime
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2014
- 2014-07-07 US US14/325,337 patent/US9288323B2/en not_active Expired - Fee Related
-
2016
- 2016-03-10 US US15/067,101 patent/US9674355B2/en not_active Expired - Lifetime
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2017
- 2017-06-05 US US15/614,428 patent/US10044860B2/en not_active Expired - Lifetime
Also Published As
Publication number | Publication date |
---|---|
US20140010363A1 (en) | 2014-01-09 |
US20140307864A1 (en) | 2014-10-16 |
US10044860B2 (en) | 2018-08-07 |
US20170272573A1 (en) | 2017-09-21 |
US20120140906A1 (en) | 2012-06-07 |
US8467519B2 (en) | 2013-06-18 |
WO2003079656A1 (en) | 2003-09-25 |
DE60305458T2 (de) | 2007-05-03 |
US8116445B2 (en) | 2012-02-14 |
US20070286359A1 (en) | 2007-12-13 |
EP1486054A1 (de) | 2004-12-15 |
US20030177009A1 (en) | 2003-09-18 |
US7292689B2 (en) | 2007-11-06 |
US9674355B2 (en) | 2017-06-06 |
US8774392B2 (en) | 2014-07-08 |
US20080267388A1 (en) | 2008-10-30 |
CA2479407A1 (en) | 2003-09-25 |
EP1486054B1 (de) | 2006-05-24 |
US8462935B2 (en) | 2013-06-11 |
US20160205249A1 (en) | 2016-07-14 |
DE60305458D1 (de) | 2006-06-29 |
CA2479407C (en) | 2009-06-02 |
AU2003225803A1 (en) | 2003-09-29 |
US9288323B2 (en) | 2016-03-15 |
US7391860B2 (en) | 2008-06-24 |
US20080056460A1 (en) | 2008-03-06 |
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