ATE343286T1 - Schaltungslose anrufverarbeitung - Google Patents

Schaltungslose anrufverarbeitung

Info

Publication number
ATE343286T1
ATE343286T1 AT98920910T AT98920910T ATE343286T1 AT E343286 T1 ATE343286 T1 AT E343286T1 AT 98920910 T AT98920910 T AT 98920910T AT 98920910 T AT98920910 T AT 98920910T AT E343286 T1 ATE343286 T1 AT E343286T1
Authority
AT
Austria
Prior art keywords
caller
ethernet
agent
pots
documents
Prior art date
Application number
AT98920910T
Other languages
English (en)
Inventor
Ellis K Cave
Original Assignee
Intervoice Lp
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 Intervoice Lp filed Critical Intervoice Lp
Application granted granted Critical
Publication of ATE343286T1 publication Critical patent/ATE343286T1/de

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
    • H04L12/00—Data switching networks
    • H04L12/64—Hybrid switching systems
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L9/00—Cryptographic mechanisms or cryptographic arrangements for secret or secure communications; Network security protocols
    • H04L9/40—Network security protocols
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M7/00—Arrangements for interconnection between switching centres
    • H04M7/12—Arrangements for interconnection between switching centres for working between exchanges having different types of switching equipment, e.g. power-driven and step by step or decimal and non-decimal
    • H04M7/1205—Arrangements for interconnection between switching centres for working between exchanges having different types of switching equipment, e.g. power-driven and step by step or decimal and non-decimal where the types of switching equipement comprises PSTN/ISDN equipment and switching equipment of networks other than PSTN/ISDN, e.g. Internet Protocol networks
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2242/00—Special services or facilities
    • H04M2242/22—Automatic class or number identification 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
    • H04M3/42025—Calling or Called party identification service
    • H04M3/42034—Calling party identification service
    • H04M3/42042—Notifying the called party of information on the calling party
    • 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
    • H04M3/42025—Calling or Called party identification service
    • H04M3/42034—Calling party identification service
    • H04M3/42059—Making use of the calling party identifier
    • 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
    • H04M3/42314—Systems providing special services or facilities to subscribers in private branch exchanges
    • H04M3/42323—PBX's with CTI 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
    • H04M3/487—Arrangements for providing information services, e.g. recorded voice services or time announcements
    • H04M3/493—Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals
    • 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
    • H04M3/5125—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with remote located operators
    • 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
    • H04M3/5175—Call or contact centers supervision arrangements

Landscapes

  • Engineering & Computer Science (AREA)
  • Signal Processing (AREA)
  • Computer Networks & Wireless Communication (AREA)
  • Computer Security & Cryptography (AREA)
  • Business, Economics & Management (AREA)
  • Marketing (AREA)
  • Data Exchanges In Wide-Area Networks (AREA)
  • Telephonic Communication Services (AREA)
  • Devices For Supply Of Signal Current (AREA)
AT98920910T 1997-04-29 1998-04-27 Schaltungslose anrufverarbeitung ATE343286T1 (de)

Applications Claiming Priority (1)

Application Number Priority Date Filing Date Title
US08/846,961 US6175562B1 (en) 1997-04-29 1997-04-29 Switchless call processing

Publications (1)

Publication Number Publication Date
ATE343286T1 true ATE343286T1 (de) 2006-11-15

Family

ID=25299429

Family Applications (1)

Application Number Title Priority Date Filing Date
AT98920910T ATE343286T1 (de) 1997-04-29 1998-04-27 Schaltungslose anrufverarbeitung

Country Status (7)

Country Link
US (1) US6175562B1 (de)
EP (1) EP0986881B1 (de)
AT (1) ATE343286T1 (de)
AU (1) AU7364298A (de)
CA (1) CA2287888A1 (de)
DE (1) DE69836210T2 (de)
WO (1) WO1998049809A2 (de)

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US7031442B1 (en) 1997-02-10 2006-04-18 Genesys Telecommunications Laboratories, Inc. Methods and apparatus for personal routing in computer-simulated telephony
US6985943B2 (en) 1998-09-11 2006-01-10 Genesys Telecommunications Laboratories, Inc. Method and apparatus for extended management of state and interaction of a remote knowledge worker from a contact center
US6711611B2 (en) 1998-09-11 2004-03-23 Genesis Telecommunications Laboratories, Inc. Method and apparatus for data-linking a mobile knowledge worker to home communication-center infrastructure
US6459697B1 (en) * 1997-10-08 2002-10-01 Genesys Telecommunications Laboratories, Inc. Integrated telephony network combining a packet data network and a dedicated—connection network
USRE46528E1 (en) 1997-11-14 2017-08-29 Genesys Telecommunications Laboratories, Inc. Implementation of call-center outbound dialing capability at a telephony network level
US7907598B2 (en) 1998-02-17 2011-03-15 Genesys Telecommunication Laboratories, Inc. Method for implementing and executing communication center routing strategies represented in extensible markup language
US6332154B2 (en) * 1998-09-11 2001-12-18 Genesys Telecommunications Laboratories, Inc. Method and apparatus for providing media-independent self-help modules within a multimedia communication-center customer interface
US6061347A (en) * 1998-03-03 2000-05-09 Rockwell Semiconductor Systems, Inc. ACD with packet data based agent interconnect
JP3560813B2 (ja) * 1998-06-11 2004-09-02 富士通株式会社 ゲートウェイ装置、ゲートウェイ装置の端末特定方法及び端末特定プログラムを記録したコンピュータ読み取り可能な記録媒体
USRE46153E1 (en) 1998-09-11 2016-09-20 Genesys Telecommunications Laboratories, Inc. Method and apparatus enabling voice-based management of state and interaction of a remote knowledge worker in a contact center environment
US6801521B1 (en) * 1999-02-08 2004-10-05 Siemens Information And Communication Networks, Inc. System and method for distributed call signaling in telephony-over-LAN networks
US6990524B1 (en) * 1999-03-01 2006-01-24 Rockwell Electronic Commerce Technologies, Llc ACD multimedia customer contact routing with delay announcements
US6731744B1 (en) * 1999-04-27 2004-05-04 Sprint Communications Company, L.P. Call processing system and service control point for handling calls to a call center
DE19928070A1 (de) * 1999-06-14 2000-12-21 Deutsche Telekom Ag Schaltungsanordnung zur Bereitstellung von Desktop-Funktionalitäten für Telekommunikationsendgeräte bei der computergestützten Telekommunikation
US6922733B1 (en) * 1999-06-30 2005-07-26 International Business Machines Corporation Method for coordinating visual and speech web browsers
US6404746B1 (en) * 1999-07-13 2002-06-11 Intervoice Limited Partnership System and method for packet network media redirection
US6512764B1 (en) 1999-07-16 2003-01-28 General Bandwidth Inc. Method and apparatus for providing voice signals to and from a telecommunications switch
US6912691B1 (en) * 1999-09-03 2005-06-28 Cisco Technology, Inc. Delivering voice portal services using an XML voice-enabled web server
DE19954096A1 (de) * 1999-11-10 2001-05-17 Siemens Ag Informationszentrale in einem Kommunikationsnetz und Verfahren zum Betrieb einer solchen
US7929978B2 (en) 1999-12-01 2011-04-19 Genesys Telecommunications Laboratories, Inc. Method and apparatus for providing enhanced communication capability for mobile devices on a virtual private network
US6590971B1 (en) * 2000-03-01 2003-07-08 Rockwell Electronic Commerce Technologies Llc Automatic call distribution system contact routing with media-port
US6785276B1 (en) * 2000-07-25 2004-08-31 Telefonaktiebolaget Lm Ericsson System for tandem free operation in packet based communication
US7675900B1 (en) 2000-10-09 2010-03-09 Genband Inc. System and method for interfacing between signaling protocols
US7184427B1 (en) * 2000-11-28 2007-02-27 Genband Inc. System and method for communicating telecommunication information from a broadband network to a telecommunication network
DE10062287C1 (de) * 2000-12-14 2002-07-25 Siemens Ag Funktionseinschränkungen des Agentenarbeitsplatzes basierend auf Teilnehmereigenschaften und/oder gewählten Dienst
US6785885B2 (en) * 2000-12-28 2004-08-31 Intel Corporation Mechanism for automatically securing licensing for unlicenced codec
AU2002225272A1 (en) * 2001-01-23 2002-08-06 Ericsson Inc. Call center with ivr, whereby customer information and call control functions are presented to the agents in web documents
US7103017B2 (en) * 2001-01-30 2006-09-05 Globecomm Systems Inc. Techniques for implementing telephonic, fax, and/or data communications using internet protocols and satellite links
DE10113439B4 (de) * 2001-03-19 2007-10-11 Sikom Software Gmbh Verfahren und Vorrichtung zum Aufbau zweier Sprachverbindungen zu einem CTI-Arbeitsplatz
US6999450B2 (en) * 2001-04-25 2006-02-14 Occam Networks Ethernet based TDM switch
US20030083009A1 (en) * 2001-10-25 2003-05-01 Freyman Phillip Kent Access device internet lock out reature
US7962644B1 (en) 2002-03-18 2011-06-14 Oracle International Corporation Systems and methods for handling a plurality of communications
DE50308487D1 (de) * 2002-09-06 2007-12-13 Siemens Entpr Communications Verfahren zum Verwalten von Daten in einer automatischen Anrufverteilung
US20040081310A1 (en) * 2002-10-25 2004-04-29 Hermann Lueckhoff Alert modeling
US7376902B2 (en) * 2002-10-25 2008-05-20 Sap Ag User interface for alerts
US7372957B2 (en) * 2002-12-24 2008-05-13 Intel Corporation Method and apparatus for implementing call processing in packet telephony networks
US7069553B2 (en) * 2003-03-03 2006-06-27 Computer Associates Think, Inc. Universal deployment tool
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US7990948B2 (en) * 2003-08-15 2011-08-02 Quintence Properties Kg, Llc Serverless and switchless internet protocol telephony system and method
US6956827B2 (en) * 2003-08-15 2005-10-18 Popular Telephony, Inc. Distribution of identifiers in serverless networks
US7688966B2 (en) * 2003-10-20 2010-03-30 Sap Ag User interface persistent context area
US20050135598A1 (en) * 2003-12-19 2005-06-23 Alcatel Display accessory for non-graphical phone
US20060018449A1 (en) * 2004-07-20 2006-01-26 Qwest Communications International Inc. Telephone call routing
US20060018310A1 (en) * 2004-07-20 2006-01-26 Qwest Communications International Inc. Data network call routing
US20060018448A1 (en) * 2004-07-20 2006-01-26 Qwest Communications International Inc. Routing telephone calls via a data network
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US7460510B2 (en) * 2005-04-01 2008-12-02 Cml Emergency Services Inc. Radio gateway system and method for interfacing a radio system and an IP network
US7483416B2 (en) * 2005-04-01 2009-01-27 Cml Emergency Services Inc. Internet protocol radio dispatch system and method
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US9008075B2 (en) 2005-12-22 2015-04-14 Genesys Telecommunications Laboratories, Inc. System and methods for improving interaction routing performance
US9432516B1 (en) 2009-03-03 2016-08-30 Alpine Audio Now, LLC System and method for communicating streaming audio to a telephone device
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Also Published As

Publication number Publication date
CA2287888A1 (en) 1998-11-05
US6175562B1 (en) 2001-01-16
EP0986881A4 (de) 2000-06-28
EP0986881B1 (de) 2006-10-18
DE69836210T2 (de) 2007-08-30
EP0986881A2 (de) 2000-03-22
AU7364298A (en) 1998-11-24
DE69836210D1 (de) 2006-11-30
WO1998049809A2 (en) 1998-11-05
WO1998049809A3 (en) 1999-01-28

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Legal Events

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RER Ceased as to paragraph 5 lit. 3 law introducing patent treaties