BR102013016675B1 - Método para administração de grupos de notificação de chamada automatizada - Google Patents

Método para administração de grupos de notificação de chamada automatizada Download PDF

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Publication number
BR102013016675B1
BR102013016675B1 BR102013016675-8A BR102013016675A BR102013016675B1 BR 102013016675 B1 BR102013016675 B1 BR 102013016675B1 BR 102013016675 A BR102013016675 A BR 102013016675A BR 102013016675 B1 BR102013016675 B1 BR 102013016675B1
Authority
BR
Brazil
Prior art keywords
work item
notification
resources
resource
work
Prior art date
Application number
BR102013016675-8A
Other languages
English (en)
Portuguese (pt)
Other versions
BR102013016675A2 (pt
Inventor
Robert C. Steiner
Andrew D. Flockhart
Joylee Kohler
Original Assignee
Avaya 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 Avaya Inc filed Critical Avaya Inc
Publication of BR102013016675A2 publication Critical patent/BR102013016675A2/pt
Publication of BR102013016675B1 publication Critical patent/BR102013016675B1/pt

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Classifications

    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2203/00—Aspects of automatic or semi-automatic exchanges
    • H04M2203/40—Aspects of automatic or semi-automatic exchanges related to call centers
    • H04M2203/404—Collaboration among agents
    • 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

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  • Business, Economics & Management (AREA)
  • Marketing (AREA)
  • Engineering & Computer Science (AREA)
  • Signal Processing (AREA)
  • Telephonic Communication Services (AREA)
  • Rehabilitation Tools (AREA)
  • Electrically Operated Instructional Devices (AREA)
BR102013016675-8A 2012-09-19 2013-06-27 Método para administração de grupos de notificação de chamada automatizada BR102013016675B1 (pt)

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
US13/622,525 US8699695B2 (en) 2012-09-19 2012-09-19 Automatic call notification groups
US13/622,525 2012-09-19

Publications (2)

Publication Number Publication Date
BR102013016675A2 BR102013016675A2 (pt) 2015-08-25
BR102013016675B1 true BR102013016675B1 (pt) 2022-04-12

Family

ID=50274463

Family Applications (1)

Application Number Title Priority Date Filing Date
BR102013016675-8A BR102013016675B1 (pt) 2012-09-19 2013-06-27 Método para administração de grupos de notificação de chamada automatizada

Country Status (4)

Country Link
US (1) US8699695B2 (https=)
BR (1) BR102013016675B1 (https=)
IN (1) IN2013MU02195A (https=)
PH (1) PH12013000191A1 (https=)

Families Citing this family (5)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
JP5911109B2 (ja) * 2011-05-24 2016-04-27 日本電気株式会社 通信処理システム、通信処理方法、通信処理装置及びその制御方法と制御プログラム
US9401989B2 (en) 2013-09-05 2016-07-26 Avaya Inc. Work assignment with bot agents
US9531880B2 (en) * 2014-06-04 2016-12-27 Avaya Inc. Optimization in workforce management using work assignment engine data
US9569950B1 (en) * 2015-12-29 2017-02-14 Eidtag, Llc Lost and found system for personal items
JP7697129B2 (ja) * 2022-02-21 2025-06-23 Ｎｔｔテクノクロス株式会社 応対支援システム、応対支援方法及びプログラム

Family Cites Families (7)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US7343406B1 (en) 2001-01-18 2008-03-11 Cisco Technology, Inc. Proactive call and contact center system
US20080120164A1 (en) * 2006-11-17 2008-05-22 Avaya Technology Llc Contact center agent work awareness algorithm
US20100235218A1 (en) 2008-09-29 2010-09-16 Avaya Inc. Pre-qualified or history-based customer service
US8964958B2 (en) 2009-05-20 2015-02-24 Avaya Inc. Grid-based contact center
US20110125826A1 (en) 2009-11-20 2011-05-26 Avaya Inc. Stalking social media users to maximize the likelihood of immediate engagement
US20110125793A1 (en) 2009-11-20 2011-05-26 Avaya Inc. Method for determining response channel for a contact center from historic social media postings
US8634543B2 (en) 2010-04-14 2014-01-21 Avaya Inc. One-to-one matching in a contact center

Also Published As

Publication number Publication date
BR102013016675A2 (pt) 2015-08-25
IN2013MU02195A (https=) 2015-06-12
PH12013000191B1 (en) 2015-08-17
US8699695B2 (en) 2014-04-15
PH12013000191A1 (en) 2015-08-17
US20140079209A1 (en) 2014-03-20

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Legal Events

Date Code Title Description
B03A Publication of a patent application or of a certificate of addition of invention [chapter 3.1 patent gazette]
B06F Objections, documents and/or translations needed after an examination request according [chapter 6.6 patent gazette]
B06U Preliminary requirement: requests with searches performed by other patent offices: procedure suspended [chapter 6.21 patent gazette]
B09A Decision: intention to grant [chapter 9.1 patent gazette]
B16A Patent or certificate of addition of invention granted [chapter 16.1 patent gazette]

Free format text: PRAZO DE VALIDADE: 20 (VINTE) ANOS CONTADOS A PARTIR DE 27/06/2013, OBSERVADAS AS CONDICOES LEGAIS.