AUPP273598A0 - A system and method for accessing customer information by an agent - Google Patents

A system and method for accessing customer information by an agent

Info

Publication number
AUPP273598A0
AUPP273598A0 AUPP2735A AUPP273598A AUPP273598A0 AU PP273598 A0 AUPP273598 A0 AU PP273598A0 AU PP2735 A AUPP2735 A AU PP2735A AU PP273598 A AUPP273598 A AU PP273598A AU PP273598 A0 AUPP273598 A0 AU PP273598A0
Authority
AU
Australia
Prior art keywords
agent
customer information
accessing customer
accessing
information
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
AUPP2735A
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.)
Ericsson Australia Pty Ltd
Original Assignee
Ericsson Australia Pty Ltd
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 Ericsson Australia Pty Ltd filed Critical Ericsson Australia Pty Ltd
Priority to AUPP2735A priority Critical patent/AUPP273598A0/en
Publication of AUPP273598A0 publication Critical patent/AUPP273598A0/en
Priority to AU31303/99A priority patent/AU3130399A/en
Priority to PCT/AU1999/000247 priority patent/WO1999052263A1/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
    • H04M3/5183—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
    • H04M2203/00—Aspects of automatic or semi-automatic exchanges
    • H04M2203/20—Aspects of automatic or semi-automatic exchanges related to features of supplementary services
    • H04M2203/2011—Service processing based on information specified by a party before or during a call, e.g. information, tone or routing selection
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2207/00—Type of exchange or network, i.e. telephonic medium, in which the telephonic communication takes place
    • H04M2207/12—Type of exchange or network, i.e. telephonic medium, in which the telephonic communication takes place intelligent networks
    • 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
    • H04M3/42068—Making use of the calling party identifier where the identifier is used to access a profile
    • 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
    • H04M3/523—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

Landscapes

  • Business, Economics & Management (AREA)
  • Marketing (AREA)
  • Engineering & Computer Science (AREA)
  • Signal Processing (AREA)
  • Telephonic Communication Services (AREA)
AUPP2735A 1998-04-01 1998-04-01 A system and method for accessing customer information by an agent Abandoned AUPP273598A0 (en)

Priority Applications (3)

Application Number Priority Date Filing Date Title
AUPP2735A AUPP273598A0 (en) 1998-04-01 1998-04-01 A system and method for accessing customer information by an agent
AU31303/99A AU3130399A (en) 1998-04-01 1999-04-01 A system and method for accessing customer information by an agent
PCT/AU1999/000247 WO1999052263A1 (en) 1998-04-01 1999-04-01 A system and method for accessing customer information by an agent

Applications Claiming Priority (1)

Application Number Priority Date Filing Date Title
AUPP2735A AUPP273598A0 (en) 1998-04-01 1998-04-01 A system and method for accessing customer information by an agent

Publications (1)

Publication Number Publication Date
AUPP273598A0 true AUPP273598A0 (en) 1998-04-23

Family

ID=3806996

Family Applications (1)

Application Number Title Priority Date Filing Date
AUPP2735A Abandoned AUPP273598A0 (en) 1998-04-01 1998-04-01 A system and method for accessing customer information by an agent

Country Status (2)

Country Link
AU (1) AUPP273598A0 (en)
WO (1) WO1999052263A1 (en)

Families Citing this family (8)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
JP2002209018A (en) * 2000-08-28 2002-07-26 Alcatel System and method capable of call distribution to mobile operator
US20030058838A1 (en) * 2001-09-06 2003-03-27 Michael Wengrovitz System and method for transmitting information via a call center SIP server
US7940913B2 (en) 2005-05-11 2011-05-10 Cisco Technology, Inc. System and method for improved contact center services to disabled callers
US7693274B2 (en) 2005-05-20 2010-04-06 Cisco Technology, Inc. System and method for return to agents during a contact center session
US7864944B2 (en) 2005-11-29 2011-01-04 Cisco Technology, Inc. Optimal call speed for call center agents
US7606360B2 (en) 2006-05-31 2009-10-20 Cisco Technology, Inc. Automated system and method for handling human and caller queues
US20100080378A1 (en) * 2008-09-30 2010-04-01 Avaya Inc. Accommodating telecommunications call-center
CH705689A1 (en) 2011-10-28 2013-04-30 Willi Kull A computerized method and CTI system for displaying information on an incoming communication.

Family Cites Families (4)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US5291551A (en) * 1991-10-23 1994-03-01 At&T Bell Laboratories Home agent telecommunication technique
US5499289A (en) * 1994-12-06 1996-03-12 At&T Corp. Systems, methods and articles of manufacture for performing distributed telecommunications
US5825870A (en) * 1996-04-05 1998-10-20 Genesys Telecommunications Laboratories Methods and apparatus for implementing a network call center
US5778060A (en) * 1996-04-19 1998-07-07 At&T Corp Work at home ACD agent network with cooperative control

Also Published As

Publication number Publication date
WO1999052263A1 (en) 1999-10-14

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