CA2002689A1 - Systeme pour communiquer un poste d'agent a distance au systeme distributeur d'appels automatises - Google Patents

Systeme pour communiquer un poste d'agent a distance au systeme distributeur d'appels automatises

Info

Publication number
CA2002689A1
CA2002689A1 CA2002689A CA2002689A CA2002689A1 CA 2002689 A1 CA2002689 A1 CA 2002689A1 CA 2002689 A CA2002689 A CA 2002689A CA 2002689 A CA2002689 A CA 2002689A CA 2002689 A1 CA2002689 A1 CA 2002689A1
Authority
CA
Canada
Prior art keywords
acd
remote
agent
host switch
agent position
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.)
Granted
Application number
CA2002689A
Other languages
English (en)
Other versions
CA2002689C (fr
Inventor
Peter John Danielsen
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.)
AT&T Corp
Original Assignee
American Telephone and Telegraph Co 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 American Telephone and Telegraph Co Inc filed Critical American Telephone and Telegraph Co Inc
Publication of CA2002689A1 publication Critical patent/CA2002689A1/fr
Application granted granted Critical
Publication of CA2002689C publication Critical patent/CA2002689C/fr
Anticipated expiration legal-status Critical
Expired - Fee Related legal-status Critical Current

Links

Classifications

    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q11/00—Selecting arrangements for multiplex systems
    • H04Q11/04—Selecting arrangements for multiplex systems for time-division multiplexing
    • H04Q11/0428—Integrated services digital network, i.e. systems for transmission of different types of digitised signals, e.g. speech, data, telecentral, television signals
    • 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
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2203/00—Aspects of automatic or semi-automatic exchanges
    • H04M2203/60—Aspects of automatic or semi-automatic exchanges related to security aspects in telephonic communication systems
    • H04M2203/6018—Subscriber or terminal logon/logoff
    • 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
    • H04M7/00—Arrangements for interconnection between switching centres
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
    • H04Q2213/13072—Sequence circuits for call signaling, ACD systems
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
    • H04Q2213/13176—Common channel signaling, CCS7
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
    • H04Q2213/13206—User-to-user signaling, UUS
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
    • H04Q2213/13385—Off-net subscriber
CA002002689A 1988-12-30 1989-11-10 Systeme pour communiquer un poste d'agent a distance au systeme distributeur d'appels automatises Expired - Fee Related CA2002689C (fr)

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
US292,190 1988-12-30
US07/292,190 US5073890A (en) 1988-12-30 1988-12-30 Remote agent operation for automatic call distributors

Publications (2)

Publication Number Publication Date
CA2002689A1 true CA2002689A1 (fr) 1990-06-30
CA2002689C CA2002689C (fr) 1993-10-12

Family

ID=23123601

Family Applications (1)

Application Number Title Priority Date Filing Date
CA002002689A Expired - Fee Related CA2002689C (fr) 1988-12-30 1989-11-10 Systeme pour communiquer un poste d'agent a distance au systeme distributeur d'appels automatises

Country Status (6)

Country Link
US (1) US5073890A (fr)
EP (1) EP0376527B1 (fr)
JP (1) JP2611018B2 (fr)
CA (1) CA2002689C (fr)
DE (1) DE68926662T2 (fr)
ES (1) ES2087870T3 (fr)

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Also Published As

Publication number Publication date
EP0376527B1 (fr) 1996-06-12
JP2611018B2 (ja) 1997-05-21
DE68926662D1 (de) 1996-07-18
ES2087870T3 (es) 1996-08-01
DE68926662T2 (de) 1997-01-23
CA2002689C (fr) 1993-10-12
JPH02298154A (ja) 1990-12-10
US5073890A (en) 1991-12-17
EP0376527A3 (fr) 1992-09-09
EP0376527A2 (fr) 1990-07-04

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