AU2002218326A1 - Resource management in a call center - Google Patents

Resource management in a call center

Info

Publication number
AU2002218326A1
AU2002218326A1 AU2002218326A AU1832602A AU2002218326A1 AU 2002218326 A1 AU2002218326 A1 AU 2002218326A1 AU 2002218326 A AU2002218326 A AU 2002218326A AU 1832602 A AU1832602 A AU 1832602A AU 2002218326 A1 AU2002218326 A1 AU 2002218326A1
Authority
AU
Australia
Prior art keywords
resource management
call center
call
center
resource
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.)
Abandoned
Application number
AU2002218326A
Other languages
English (en)
Inventor
Lauri Isotalo
Markku Laihonen
Hannu Peltola
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.)
Elisa Communications Oyj
Original Assignee
Elisa Communications Oyj
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 Elisa Communications Oyj filed Critical Elisa Communications Oyj
Publication of AU2002218326A1 publication Critical patent/AU2002218326A1/en
Abandoned 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
    • 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
    • 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
    • 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
    • H04M3/5234—Uniform load distribution
    • 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]

Landscapes

  • Business, Economics & Management (AREA)
  • Marketing (AREA)
  • Engineering & Computer Science (AREA)
  • Signal Processing (AREA)
  • Telephonic Communication Services (AREA)
AU2002218326A 2000-11-22 2001-11-21 Resource management in a call center Abandoned AU2002218326A1 (en)

Applications Claiming Priority (3)

Application Number Priority Date Filing Date Title
FI20002563A FI110653B (fi) 2000-11-22 2000-11-22 Resurssien hallinta call centerissä
FI20002563 2000-11-22
PCT/FI2001/001011 WO2002043362A1 (en) 2000-11-22 2001-11-21 Resource management in a call center

Publications (1)

Publication Number Publication Date
AU2002218326A1 true AU2002218326A1 (en) 2002-06-03

Family

ID=8559554

Family Applications (1)

Application Number Title Priority Date Filing Date
AU2002218326A Abandoned AU2002218326A1 (en) 2000-11-22 2001-11-21 Resource management in a call center

Country Status (3)

Country Link
AU (1) AU2002218326A1 (fi)
FI (1) FI110653B (fi)
WO (1) WO2002043362A1 (fi)

Families Citing this family (8)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
GB2407737B (en) * 2002-08-30 2006-05-17 Ericsson Telefon Ab L M Intelligent peripheral for speech recognition in networks
DE10241852B4 (de) * 2002-09-09 2013-05-08 Deutsche Telekom Ag Verfahren und System zur Vermittlung eines Telekommunikationsanrufes
CN100407744C (zh) * 2003-08-20 2008-07-30 中兴通讯股份有限公司 一种对业务呼入强度进行控制的装置和实现方法
US7398212B2 (en) 2004-04-22 2008-07-08 Hewlett-Packard Development Company, L.P. System and method for quality of service management with a call handling system
CN101193163B (zh) * 2006-11-29 2010-05-19 中兴通讯股份有限公司 实现自动业务和人工业务互控的方法及系统
CN103297626B (zh) * 2013-05-20 2016-05-18 浙江远传信息技术股份有限公司 排班方法及装置
CN106559590A (zh) * 2015-09-30 2017-04-05 中兴通讯股份有限公司 一种在总机业务中实现用户替换的方法及装置
US10348888B1 (en) * 2018-08-03 2019-07-09 Motorola Solutions, Inc. Call management system for a command center utilizing call metadata

Family Cites Families (4)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US5185781A (en) * 1990-10-12 1993-02-09 At&T Bell Laboratories Automation of telephone operator assistance calls
GB2270233B (en) * 1992-08-11 1996-05-22 Rockwell International Corp Telephone system with prioritized automatic call distribution
US5396542A (en) * 1993-08-31 1995-03-07 At&T Corp. Method for use by a telecommunications system in enabling improved attendant services
GB2337892B (en) * 1998-05-26 2003-08-27 Mitel Corp Smart transfer for answer positions

Also Published As

Publication number Publication date
FI20002563A0 (fi) 2000-11-22
FI20002563A (fi) 2002-05-23
WO2002043362A1 (en) 2002-05-30
FI110653B (fi) 2003-02-28

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