ATE347229T1 - Automatischer anrufverteiler mit sprachbasiertem leitweglenkungssystem und verfahren - Google Patents

Automatischer anrufverteiler mit sprachbasiertem leitweglenkungssystem und verfahren

Info

Publication number
ATE347229T1
ATE347229T1 AT01100190T AT01100190T ATE347229T1 AT E347229 T1 ATE347229 T1 AT E347229T1 AT 01100190 T AT01100190 T AT 01100190T AT 01100190 T AT01100190 T AT 01100190T AT E347229 T1 ATE347229 T1 AT E347229T1
Authority
AT
Austria
Prior art keywords
call
automatic call
routing system
based routing
voice based
Prior art date
Application number
AT01100190T
Other languages
English (en)
Inventor
Jim Beck
Original Assignee
Rockwell Electronic Commerce
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 Rockwell Electronic Commerce filed Critical Rockwell Electronic Commerce
Application granted granted Critical
Publication of ATE347229T1 publication Critical patent/ATE347229T1/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
    • 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
    • H04M3/5158—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing in combination with automated outdialling 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
    • H04M3/5232—Call distribution algorithms
    • H04M3/5233—Operator skill based call distribution
    • 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
    • H04M2203/00—Aspects of automatic or semi-automatic exchanges
    • H04M2203/20—Aspects of automatic or semi-automatic exchanges related to features of supplementary services
    • H04M2203/2061—Language aspects
    • 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
    • H04M3/4931—Directory assistance systems
    • H04M3/4933—Directory assistance systems with operator assistance
    • 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
    • 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
    • H04M3/5235—Dependent on call type or called number [DNIS]
    • 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
    • H04M3/527—Centralised call answering arrangements not requiring operator intervention

Landscapes

  • Business, Economics & Management (AREA)
  • Marketing (AREA)
  • Engineering & Computer Science (AREA)
  • Signal Processing (AREA)
  • Telephonic Communication Services (AREA)
  • Exchange Systems With Centralized Control (AREA)
  • Mobile Radio Communication Systems (AREA)
AT01100190T 2000-01-18 2001-01-17 Automatischer anrufverteiler mit sprachbasiertem leitweglenkungssystem und verfahren ATE347229T1 (de)

Applications Claiming Priority (1)

Application Number Priority Date Filing Date Title
US09/484,140 US7349843B1 (en) 2000-01-18 2000-01-18 Automatic call distributor with language based routing system and method

Publications (1)

Publication Number Publication Date
ATE347229T1 true ATE347229T1 (de) 2006-12-15

Family

ID=23922923

Family Applications (1)

Application Number Title Priority Date Filing Date
AT01100190T ATE347229T1 (de) 2000-01-18 2001-01-17 Automatischer anrufverteiler mit sprachbasiertem leitweglenkungssystem und verfahren

Country Status (5)

Country Link
US (1) US7349843B1 (de)
EP (1) EP1119169B1 (de)
AT (1) ATE347229T1 (de)
CA (1) CA2329910A1 (de)
DE (1) DE60124797T2 (de)

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US8447630B2 (en) * 2004-02-26 2013-05-21 Payment Pathways, Inc. Systems and methods for managing permissions for information ownership in the cloud
US7466801B2 (en) * 2003-10-15 2008-12-16 International Business Machines Corporation Method and apparatus for presenting caller identification information with geographical and/or source language information
US7936861B2 (en) * 2004-07-23 2011-05-03 At&T Intellectual Property I, L.P. Announcement system and method of use
US7580837B2 (en) 2004-08-12 2009-08-25 At&T Intellectual Property I, L.P. System and method for targeted tuning module of a speech recognition system
US7242751B2 (en) 2004-12-06 2007-07-10 Sbc Knowledge Ventures, L.P. System and method for speech recognition-enabled automatic call routing
US7751551B2 (en) 2005-01-10 2010-07-06 At&T Intellectual Property I, L.P. System and method for speech-enabled call routing
US7636432B2 (en) 2005-05-13 2009-12-22 At&T Intellectual Property I, L.P. System and method of determining call treatment of repeat calls
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US8838434B1 (en) * 2011-07-29 2014-09-16 Nuance Communications, Inc. Bootstrap call router to other languages using selected N-best translations
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Also Published As

Publication number Publication date
CA2329910A1 (en) 2001-07-18
US7349843B1 (en) 2008-03-25
EP1119169B1 (de) 2006-11-29
DE60124797D1 (de) 2007-01-11
DE60124797T2 (de) 2007-10-11
EP1119169A2 (de) 2001-07-25
EP1119169A3 (de) 2004-01-02

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Legal Events

Date Code Title Description
RER Ceased as to paragraph 5 lit. 3 law introducing patent treaties