BR9914914A - Método e sistema para distribuir uma chamada telefônica, método de manipulação de uma chamada telefônica que chega, e, produto de programa de computador - Google Patents

Método e sistema para distribuir uma chamada telefônica, método de manipulação de uma chamada telefônica que chega, e, produto de programa de computador

Info

Publication number
BR9914914A
BR9914914A BR9914914-1A BR9914914A BR9914914A BR 9914914 A BR9914914 A BR 9914914A BR 9914914 A BR9914914 A BR 9914914A BR 9914914 A BR9914914 A BR 9914914A
Authority
BR
Brazil
Prior art keywords
phone call
calling party
distributing
handling
computer program
Prior art date
Application number
BR9914914-1A
Other languages
English (en)
Inventor
Bo Stenlund
Original Assignee
Ericsson 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 Ericsson Inc filed Critical Ericsson Inc
Publication of BR9914914A publication Critical patent/BR9914914A/pt

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
    • H04M3/5232—Call distribution algorithms
    • H04M3/5233—Operator skill based call 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
    • H04M3/5238—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

Landscapes

  • Business, Economics & Management (AREA)
  • Marketing (AREA)
  • Engineering & Computer Science (AREA)
  • Signal Processing (AREA)
  • Telephonic Communication Services (AREA)

Abstract

"MéTODO E SISTEMA PARA DISTRIBUIR UMA CHAMADA TELEFôNICA, MéTODO DE MANIPULAçãO DE UMA CHAMADA TELEFôNICA QUE CHEGA, E, PRODUTO DE PROGRAMA DE COMPUTADOR" Sistema de distribuição de chamada telefônica com base em especialidades é divulgado. O sistema determina as necessidades de informação de uma parte que chama e define um conjunto de especialidades que um agente deve possuir para servir à parte que chama. Uma busca é realizada por um agente disponível que possui o conjunto de especialidades. Com a busca falhando em localizar um agente disponível que possua o conjunto de especialidades, a quantidade de tempo que se espera que a parte que chama aguarde é estimada. O tempo estimado é comparado com um tempo de espera máximo. Se o tempo estimado for maior do que o tempo de espera máximo, então, o conjunto de especialidades é redefinido para incluir um número maior de agentes que podem servir à parte que chama. Uma nova busca é realizada por um agente disponível que possua o conjunto de especialidades redefinido.
BR9914914-1A 1998-10-30 1999-10-27 Método e sistema para distribuir uma chamada telefônica, método de manipulação de uma chamada telefônica que chega, e, produto de programa de computador BR9914914A (pt)

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
US09/183,324 US6130942A (en) 1998-10-30 1998-10-30 Skills-based automatic call distribution system
PCT/US1999/025176 WO2000027102A1 (en) 1998-10-30 1999-10-27 Skills-based automatic call distribution system

Publications (1)

Publication Number Publication Date
BR9914914A true BR9914914A (pt) 2001-07-10

Family

ID=22672344

Family Applications (1)

Application Number Title Priority Date Filing Date
BR9914914-1A BR9914914A (pt) 1998-10-30 1999-10-27 Método e sistema para distribuir uma chamada telefônica, método de manipulação de uma chamada telefônica que chega, e, produto de programa de computador

Country Status (7)

Country Link
US (1) US6130942A (pt)
EP (1) EP1125425B1 (pt)
CN (1) CN1143510C (pt)
AU (1) AU1599400A (pt)
BR (1) BR9914914A (pt)
DE (1) DE69913980T2 (pt)
WO (1) WO2000027102A1 (pt)

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US6614903B1 (en) * 1999-12-15 2003-09-02 Avaya Technology Corp. Methods and apparatus for service state-based processing of communications in a call center
US6636598B1 (en) * 2000-01-24 2003-10-21 Avaya Technology Corp. Automated transaction distribution system and method implementing transaction distribution to unavailable agents
US6658255B1 (en) * 2000-03-02 2003-12-02 Lucent Technologies Inc. Enhanced wireless radio channel utilization
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US6952732B2 (en) * 2001-04-30 2005-10-04 Blue Pumpkin Software, Inc. Method and apparatus for multi-contact scheduling
US7155399B2 (en) * 2001-04-03 2006-12-26 Witness Systems, Inc. System and method for complex schedule generation
US20030055705A1 (en) * 2001-06-19 2003-03-20 International Business Machines Corporation Method and apparatus for skills-based task routing
EP1310886A1 (en) * 2001-11-13 2003-05-14 Koninklijke KPN N.V. System and method for booking work assignments
NL1020992C2 (nl) * 2001-07-31 2003-02-03 Koninkl Kpn Nv Systeem en werkwijze voor het boeken van werkopdrachten.
US20040193468A1 (en) * 2003-03-31 2004-09-30 Dave Mosquera System for optimizing business rule resources
US7058169B2 (en) 2003-08-27 2006-06-06 D.B. Zwirn Finance, Llc Skill based chat function in a communication system
EP1649419A4 (en) * 2003-08-29 2007-04-25 Siemens Med Solutions Health CUSTOMER SUPPORT SYSTEM
CN100407745C (zh) * 2003-09-07 2008-07-30 中兴通讯股份有限公司 一种呼叫中心实现数据检索控制的系统和控制方法
FR2863387B1 (fr) * 2003-12-04 2006-02-03 Bouygues Telecom Sa Solution pour l'estimation avec intervalle de confiance du temps d'attente en vue de l'annoncer au client
CN100456787C (zh) * 2004-05-19 2009-01-28 华为技术有限公司 呼叫排队方法
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
WO2006018819A1 (en) * 2004-08-20 2006-02-23 Koninklijke Philips Electronics N.V. Real time responses in decentralised networks
US7864945B2 (en) 2004-11-30 2011-01-04 Aspect Software, Inc. Method for detecting availability of non-traditional agent
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
EP1729247A1 (de) * 2005-06-01 2006-12-06 InVision Software AG Mitarbeitereinsatzplanung
US20060274758A1 (en) * 2005-06-01 2006-12-07 Cim Ltd. Adaptive skills-based routing
US7657020B2 (en) 2005-06-03 2010-02-02 At&T Intellectual Property I, Lp Call routing system and method of using the same
US7987109B2 (en) * 2007-02-06 2011-07-26 International Business Machines Corporation Model and method for channel-based workforce sourcing
US20100287131A1 (en) * 2009-05-11 2010-11-11 Hartford Fire Insurance Company System and method for dynamic multi-platform handler assignment
US20100318411A1 (en) * 2009-06-16 2010-12-16 Pink Michael A Community Philanthropy System & Process
US20170064082A1 (en) * 2015-08-25 2017-03-02 Avaya Inc. Partial task assignment for stall routing
CN107872593B (zh) * 2017-03-13 2020-09-22 平安科技（深圳）有限公司 坐席分配的方法及装置
CN108737668A (zh) * 2017-04-24 2018-11-02 北京京东尚科信息技术有限公司 一种立即回电的外呼方法和装置
CN108683818B (zh) * 2018-09-03 2020-10-23 携程旅游信息技术（上海）有限公司 呼叫中心分配坐席的方法、系统、设备及存储介质
US11689664B1 (en) 2021-01-04 2023-06-27 Amdocs Development Limited Automatic call distribution system, method, and computer program having multi-skill based routing

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Also Published As

Publication number Publication date
EP1125425B1 (en) 2004-01-02
AU1599400A (en) 2000-05-22
EP1125425A1 (en) 2001-08-22
CN1143510C (zh) 2004-03-24
WO2000027102A1 (en) 2000-05-11
DE69913980D1 (de) 2004-02-05
DE69913980T2 (de) 2004-10-28
US6130942A (en) 2000-10-10
CN1331882A (zh) 2002-01-16

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Legal Events

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B07A Application suspended after technical examination (opinion) [chapter 7.1 patent gazette]
B09B Patent application refused [chapter 9.2 patent gazette]

Free format text: INDEFIRO O PEDIDO DE ACORDO COM O ART .8O COMBINADO COM ART. 13 DA LPI.

B09B Patent application refused [chapter 9.2 patent gazette]

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