BRPI0820999A2 - Método e aparelho para otimizar o roteamento de serviço em camada de um centro de chamadas. - Google Patents

Método e aparelho para otimizar o roteamento de serviço em camada de um centro de chamadas.

Info

Publication number
BRPI0820999A2
BRPI0820999A2 BRPI0820999-5A BRPI0820999A BRPI0820999A2 BR PI0820999 A2 BRPI0820999 A2 BR PI0820999A2 BR PI0820999 A BRPI0820999 A BR PI0820999A BR PI0820999 A2 BRPI0820999 A2 BR PI0820999A2
Authority
BR
Brazil
Prior art keywords
call center
service routing
layered service
optimizing
optimizing layered
Prior art date
Application number
BRPI0820999-5A
Other languages
English (en)
Inventor
Jian Pan
Original Assignee
Huawei Tech Co 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 Huawei Tech Co Ltd filed Critical Huawei Tech Co Ltd
Publication of BRPI0820999A2 publication Critical patent/BRPI0820999A2/pt
Publication of BRPI0820999B1 publication Critical patent/BRPI0820999B1/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
    • 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]
    • 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
    • H04Q—SELECTING
    • H04Q3/00—Selecting arrangements

Landscapes

  • Engineering & Computer Science (AREA)
  • Signal Processing (AREA)
  • Business, Economics & Management (AREA)
  • Marketing (AREA)
  • Computer Networks & Wireless Communication (AREA)
  • Telephonic Communication Services (AREA)
  • Exchange Systems With Centralized Control (AREA)
BRPI0820999-5A 2008-01-30 2008-08-13 Método e aparelho para otimizar o roteamento de serviço em camada de um centro de chamadas. BRPI0820999B1 (pt)

Applications Claiming Priority (3)

Application Number Priority Date Filing Date Title
CN200810000295.7 2008-01-30
CN2008100002957A CN101232539B (zh) 2008-01-30 2008-01-30 呼叫中心分层服务路由优化方法及装置
PCT/CN2008/071972 WO2009097711A1 (zh) 2008-01-30 2008-08-13 呼叫中心分层服务路由优化方法及装置

Publications (2)

Publication Number Publication Date
BRPI0820999A2 true BRPI0820999A2 (pt) 2015-06-16
BRPI0820999B1 BRPI0820999B1 (pt) 2020-09-15

Family

ID=39898706

Family Applications (1)

Application Number Title Priority Date Filing Date
BRPI0820999-5A BRPI0820999B1 (pt) 2008-01-30 2008-08-13 Método e aparelho para otimizar o roteamento de serviço em camada de um centro de chamadas.

Country Status (6)

Country Link
US (1) US8265262B2 (pt)
EP (1) EP2107773B1 (pt)
CN (1) CN101232539B (pt)
BR (1) BRPI0820999B1 (pt)
ES (1) ES2624600T3 (pt)
WO (1) WO2009097711A1 (pt)

Families Citing this family (14)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
CN101232539B (zh) 2008-01-30 2011-06-22 华为技术有限公司 呼叫中心分层服务路由优化方法及装置
CN102238290B (zh) * 2010-04-21 2014-04-02 华为技术有限公司 呼叫处理方法、装置和系统
JP2012155567A (ja) * 2011-01-27 2012-08-16 Hitachi Ltd 顧客呼出しシステムおよび方法
CN102695128A (zh) * 2011-03-21 2012-09-26 中兴通讯股份有限公司 一种组呼业务中发送通知命令的方法、装置及系统
US8477915B1 (en) * 2012-10-01 2013-07-02 Google Inc. System and method for enforcing a recording preference
US8644457B1 (en) 2012-10-01 2014-02-04 Google Inc. System and method for enforcing a recording preference
CN105450879B (zh) * 2014-08-14 2018-08-31 阿里巴巴集团控股有限公司 对用户来电进行处理的方法和装置
CN105472179A (zh) * 2015-12-10 2016-04-06 深圳市鑫德亮电子有限公司 护士站主机通过护理级别区别进行接听的控制方法及系统
CN107426448A (zh) * 2016-05-23 2017-12-01 上海神计信息系统工程有限公司 一种基于动态优先级排队的自动呼叫分配方法
CN106657694A (zh) * 2016-10-25 2017-05-10 安徽讯呼信息科技有限公司 一种呼叫中心业务管理系统
CN108989588B (zh) * 2018-08-08 2020-06-16 上海华客信息科技有限公司 呼叫分配方法、呼叫中心、电子设备和存储介质
CN109862070B (zh) * 2018-12-18 2022-04-12 平安科技（深圳）有限公司 金融面签业务中进线优化方法、装置及可读存取介质
US11316981B2 (en) * 2019-09-24 2022-04-26 T-Mobile Usa, Inc. Stack queuing customer care routing with vertical metrics
CN111163238B (zh) * 2019-11-26 2021-07-09 国网江苏省电力有限公司电力科学研究院 一种在线客服系统的智能调度方法

Family Cites Families (10)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
FI103455B (fi) * 1996-10-08 1999-06-30 Nokia Telecommunications Oy Pakettiverkon reititin
US6044146A (en) * 1998-02-17 2000-03-28 Genesys Telecommunications Laboratories, Inc. Method and apparatus for call distribution and override with priority
US6157655A (en) * 1998-02-17 2000-12-05 Genesys Telecommunications Laboratories, Inc. Method for estimating telephony system-queue waiting time in an agent level routing environment
US7233980B1 (en) * 1999-12-31 2007-06-19 Nortel Networks Limited System and method for dynamic queuing in an automatic call distributor
US7260647B2 (en) 2002-03-28 2007-08-21 International Business Machines Corporation Method of load balancing traffic among routers in a data transmission system
CN1293765C (zh) * 2002-11-11 2007-01-03 华为技术有限公司 分层接入的路由方法
US7430290B2 (en) * 2003-10-23 2008-09-30 Telefonaktiebolaget Lm Ericsson (Publ) Virtual queuing support system and method
CN100579257C (zh) * 2004-08-27 2010-01-06 华为技术有限公司 一种呼叫中心的呼叫路由方法
JP2006345125A (ja) * 2005-06-08 2006-12-21 Hitachi Communication Technologies Ltd Ａｃｄ呼分散方式
CN101232539B (zh) * 2008-01-30 2011-06-22 华为技术有限公司 呼叫中心分层服务路由优化方法及装置

Also Published As

Publication number Publication date
CN101232539B (zh) 2011-06-22
BRPI0820999B1 (pt) 2020-09-15
EP2107773A1 (en) 2009-10-07
ES2624600T3 (es) 2017-07-17
WO2009097711A1 (zh) 2009-08-13
EP2107773B1 (en) 2017-02-22
US8265262B2 (en) 2012-09-11
CN101232539A (zh) 2008-07-30
US20090296919A1 (en) 2009-12-03
EP2107773A4 (en) 2012-07-11

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Legal Events

Date Code Title Description
B06F Objections, documents and/or translations needed after an examination request according [chapter 6.6 patent gazette]
B15K Others concerning applications: alteration of classification

Free format text: A CLASSIFICACAO ANTERIOR ERA: H04M 3/42

Ipc: H04M 3/42 (1968.09), H04M 3/523 (2000.01), H04Q 3/

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: 10 (DEZ) ANOS CONTADOS A PARTIR DE 15/09/2020, OBSERVADAS AS CONDICOES LEGAIS.