AU2002236634A1 - Call center management for wireless access network - Google Patents

Call center management for wireless access network

Info

Publication number
AU2002236634A1
AU2002236634A1 AU2002236634A AU3663402A AU2002236634A1 AU 2002236634 A1 AU2002236634 A1 AU 2002236634A1 AU 2002236634 A AU2002236634 A AU 2002236634A AU 3663402 A AU3663402 A AU 3663402A AU 2002236634 A1 AU2002236634 A1 AU 2002236634A1
Authority
AU
Australia
Prior art keywords
access network
wireless access
call center
center management
management
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
AU2002236634A
Other languages
English (en)
Inventor
Mukesh Sundaram
Prem Uppaluru
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.)
Telera Inc
Original Assignee
Telera Inc
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 Telera Inc filed Critical Telera Inc
Publication of AU2002236634A1 publication Critical patent/AU2002236634A1/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
    • 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
    • H04M3/48—Arrangements for recalling a calling subscriber when the wanted subscriber ceases to be busy
    • 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
    • H04M3/5238—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing with waiting time or load prediction 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

Landscapes

  • Business, Economics & Management (AREA)
  • Marketing (AREA)
  • Engineering & Computer Science (AREA)
  • Signal Processing (AREA)
  • Mobile Radio Communication Systems (AREA)
  • Meter Arrangements (AREA)
AU2002236634A 2000-10-30 2001-10-30 Call center management for wireless access network Abandoned AU2002236634A1 (en)

Applications Claiming Priority (3)

Application Number Priority Date Filing Date Title
US24472200P 2000-10-30 2000-10-30
US60/244,722 2000-10-30
PCT/US2001/048483 WO2002039764A2 (en) 2000-10-30 2001-10-30 Call center management for wireless access network

Publications (1)

Publication Number Publication Date
AU2002236634A1 true AU2002236634A1 (en) 2002-05-21

Family

ID=22923861

Family Applications (1)

Application Number Title Priority Date Filing Date
AU2002236634A Abandoned AU2002236634A1 (en) 2000-10-30 2001-10-30 Call center management for wireless access network

Country Status (4)

Country Link
US (1) US20020052199A1 (de)
EP (1) EP1356691A2 (de)
AU (1) AU2002236634A1 (de)
WO (1) WO2002039764A2 (de)

Families Citing this family (2)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US8121112B2 (en) * 2003-08-29 2012-02-21 Arris Group, Inc. Method and system for processing voice traffic from a multi-channel link into a VoIP network over a broadband network
US8862660B1 (en) 2011-08-04 2014-10-14 Wyse Technology L.L.C. System and method for facilitating processing of communication

Family Cites Families (52)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US4048452A (en) * 1976-05-28 1977-09-13 Bell Telephone Laboratories, Incorporated Automatic call distribution system
US4109113A (en) * 1977-10-31 1978-08-22 Bell Telephone Laboratories, Incorporated Communication system optimized pooled line arrangement
US4313035A (en) * 1980-01-18 1982-01-26 Bell Telephone Laboratories, Incorporated Method of providing person locator service
US4313036A (en) * 1980-02-19 1982-01-26 Rolm Corporation Distributed CBX system employing packet network
US4400587A (en) * 1981-08-25 1983-08-23 Rockwell International Corporation Overflow and diversion to a foreign switch
US4451705A (en) * 1982-05-28 1984-05-29 Bell Telephone Laboratories, Incorporated Call completion circuit and method
US4510351A (en) * 1982-10-28 1985-04-09 At&T Bell Laboratories ACD Management information system
US4737983A (en) * 1985-10-02 1988-04-12 American Telephone And Telegraph Company Communications, Inc. Automatic call distributor telephone service
US4788715A (en) * 1986-10-16 1988-11-29 American Telephone And Telegraph Company At&T Bell Laboratories Announcing waiting times in queuing systems
US4757267A (en) * 1987-06-17 1988-07-12 Applied Telematics, Inc. Telephone system for connecting a customer to a supplier of goods
US4847890A (en) * 1987-08-10 1989-07-11 The Telephone Connection Anonymous interactive telephone system
US4878239A (en) * 1987-08-10 1989-10-31 The Telephone Connection Anonymous interactive telephone system with expanded outward calling features
US4893301A (en) * 1988-06-27 1990-01-09 Teknekron Infoswitch Corporation Automatic call distribution (ACD) switching system having distributed processing capability
US5020095A (en) * 1988-11-16 1991-05-28 Dytel Corporation Interactive call distribution processor
US4924491A (en) * 1988-11-18 1990-05-08 American Telephone And Telegraph Company Arrangement for obtaining information about abandoned calls
US5073890A (en) * 1988-12-30 1991-12-17 At&T Bell Laboratories Remote agent operation for automatic call distributors
US4975945A (en) * 1989-08-21 1990-12-04 First Data Resources Inc. Universal telephone call relay system
US4953204A (en) * 1989-10-17 1990-08-28 At&T Bell Laboratories Multilocation queuing for telephone calls
US5168515A (en) * 1989-11-27 1992-12-01 Unifi Communications Corporation Switchless automatic call distribution system
US5271058A (en) * 1989-11-27 1993-12-14 Unifi Communications Corporation Switchless automatic call distribution system used with a combination of networks
US5181236A (en) * 1990-09-25 1993-01-19 Rockwell International Corporation Automatic call returning method for call distributor with message record capability
US5206903A (en) * 1990-12-26 1993-04-27 At&T Bell Laboratories Automatic call distribution based on matching required skills with agents skills
US5291550A (en) * 1990-12-26 1994-03-01 At&T Bell Laboratories Dynamic network call distributor
US5734981A (en) * 1991-01-17 1998-03-31 Highwaymaster Communications, Inc. Method and apparatus for call delivery to a mobile unit
US5164983A (en) * 1991-01-28 1992-11-17 American Telephone & Telegraph Company Telemarketing complex performance management system
US5185782A (en) * 1991-02-08 1993-02-09 A&T Bell Laboratories ACD arrangement for automatically returning a call at a time specified by the original caller
US5278898A (en) * 1991-05-30 1994-01-11 Davox Corporation System for managing a hold queue
US5291552A (en) * 1991-07-30 1994-03-01 At&T Bell Laboratories Distribution of calls among automatic call distributors of a single large customer
US5299259A (en) * 1991-09-27 1994-03-29 At&T Bell Laboratories Distributing calls over serving centers of a large customer
US5311574A (en) * 1991-10-23 1994-05-10 At&T Bell Laboratories Automatic customer call back for automatic call distribution systems
US5329583A (en) * 1992-06-30 1994-07-12 At&T Bell Laboratories Enhanced automatic call distribution system operation
CA2147601C (en) * 1992-10-21 1998-08-25 Norman J. Donaghue, Jr. Integrated intelligent call blending
US5335268A (en) * 1992-10-22 1994-08-02 Mci Communications Corporation Intelligent routing of special service telephone traffic
US5392345A (en) * 1993-04-30 1995-02-21 At&T Corp. Work at home ACD agent network
CA2129942C (en) * 1993-09-30 1998-08-25 Steven Todd Kaish Telecommunication network with integrated network-wide automatic call distribution
US5384841A (en) * 1993-10-27 1995-01-24 Rockwell International Corporation Automatic call distribution network with call overload system and method
US5528678A (en) * 1993-12-27 1996-06-18 At&T Corp. Revertive calling automatic call distributor
US5459780A (en) * 1994-01-31 1995-10-17 At&T Ipm Corp. Work at home agent ACD call distribution
AU1995495A (en) * 1994-03-22 1995-10-09 Mobile Telecommunication Technologies Data transmission in a mixed mobile cellular/paging radio system
US5519773A (en) * 1994-06-07 1996-05-21 Siemens Colm Communications Inc. Call sharing for inbound and outbound call center agents
US5506898A (en) * 1994-07-12 1996-04-09 At&T Corp. Expected wait-time indication arrangement
US5524147A (en) * 1995-02-02 1996-06-04 Aspect Telecommunications Corporation Method for forming a virtual call center
WO1996029831A1 (en) * 1995-03-17 1996-09-26 Highwaymaster Communications, Inc. Method and apparatus for call delivery to a mobile unit
US5884032A (en) * 1995-09-25 1999-03-16 The New Brunswick Telephone Company, Limited System for coordinating communications via customer contact channel changing system using call centre for setting up the call between customer and an available help agent
US5809128A (en) * 1996-11-01 1998-09-15 Interactive Telecom Inc. Method and apparatus permitting notification and control of blocked incoming calls over a data network
US5721770A (en) * 1996-07-02 1998-02-24 Lucent Technologies Inc. Agent vectoring programmably conditionally assigning agents to various tasks including tasks other than handling of waiting calls
US5881145A (en) * 1996-07-29 1999-03-09 Northern Telecom Limited Redirection of calls to ported directory numbers in telephone networks
US6028925A (en) * 1996-09-23 2000-02-22 Rockwell International Corp. Telephonic switching system, telephonic switch and method for servicing telephone calls using virtual memory spaces
EP0966815A4 (de) * 1997-02-02 2001-12-12 Fonefriend Systems Inc Internetvermittlungsbox, system und verfahren für internettelefonie
US6418146B1 (en) * 1999-12-10 2002-07-09 Genesys Telecommunications Laboratories, Inc. Integrated communication center functionality for WAP devices
US6011844A (en) * 1998-06-19 2000-01-04 Callnet Communications Point-of-presence call center management system
GB2345613A (en) * 1999-01-05 2000-07-12 Ibm IP based voice and data services whereby voice and control signals are transmitted over a single call connection

Also Published As

Publication number Publication date
WO2002039764A3 (en) 2003-08-21
EP1356691A2 (de) 2003-10-29
US20020052199A1 (en) 2002-05-02
WO2002039764A9 (en) 2004-04-22
WO2002039764A2 (en) 2002-05-16

Similar Documents

Publication Publication Date Title
AU3047300A (en) Mobile telephone network access
AU2001296867A1 (en) Wireless communication network
AU2001264091A1 (en) Wireless network
AU7374600A (en) Wireless area network
AU5318900A (en) Network management
AU2002246586A1 (en) Cooperative network for mobile internet access
AU2001260468A1 (en) Multiple access system for communications network
AU1991600A (en) Mobile communications network
AU2002232973A1 (en) Secure network access
AU1930401A (en) Network access communication system
AUPQ970300A0 (en) Advanced wireless network
AU2001270830A1 (en) Cellular radio telecommunication system
AU2001263976A1 (en) Wireless local area network
AU2001223940A1 (en) Cellular network system
AU4992600A (en) Uniform network access
AU2001259981A1 (en) Self-organizing network architecture
AU6920400A (en) Wireless telephone network optimization
GB2372909B (en) Wireless network telephone set system
AU2002236634A1 (en) Call center management for wireless access network
GB2364862B (en) Radio access networks
AU2001278970A1 (en) Access point for wireless communications
AU2001281228A1 (en) Wireless network
AU2002211205A1 (en) Multiple network card mobile phone set
AU2001248852A1 (en) Regional communication network
GB9905372D0 (en) Mobile communications network