CA2078372A1 - Methode de telecommunication pour agent travaillant a domicile - Google Patents

Methode de telecommunication pour agent travaillant a domicile

Info

Publication number
CA2078372A1
CA2078372A1 CA2078372A CA2078372A CA2078372A1 CA 2078372 A1 CA2078372 A1 CA 2078372A1 CA 2078372 A CA2078372 A CA 2078372A CA 2078372 A CA2078372 A CA 2078372A CA 2078372 A1 CA2078372 A1 CA 2078372A1
Authority
CA
Canada
Prior art keywords
agent
transaction
customer
call
processing center
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
CA2078372A
Other languages
English (en)
Other versions
CA2078372C (fr
Inventor
Gerard Conn
Margaret Helen Redberg
Steven David Simon
Roger Kent Simonson
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 CA2078372A1 publication Critical patent/CA2078372A1/fr
Application granted granted Critical
Publication of CA2078372C publication Critical patent/CA2078372C/fr
Anticipated expiration legal-status Critical
Expired - Fee Related 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
    • H04M3/5125—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
    • H04Q—SELECTING
    • H04Q3/00—Selecting arrangements
    • H04Q3/0016—Arrangements providing connection between exchanges
    • H04Q3/0029—Provisions for intelligent networking
    • 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
    • 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
    • H04Q2213/13103—Memory
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
    • H04Q2213/1313—Metering, billing
    • 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
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
    • H04Q2213/13516—Indexing scheme relating to selecting arrangements in general and for multiplex systems agents or brokers - user, terminal etc., also OSI agent/managers

Landscapes

  • Engineering & Computer Science (AREA)
  • Computer Networks & Wireless Communication (AREA)
  • Business, Economics & Management (AREA)
  • Marketing (AREA)
  • Signal Processing (AREA)
  • Telephonic Communication Services (AREA)
  • Management, Administration, Business Operations System, And Electronic Commerce (AREA)
  • Exchange Systems With Centralized Control (AREA)
CA002078372A 1991-10-23 1992-09-16 Methode de telecommunication pour agent travaillant a domicile Expired - Fee Related CA2078372C (fr)

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
US07/781,624 US5291551A (en) 1991-10-23 1991-10-23 Home agent telecommunication technique
US781,624 1991-10-23

Publications (2)

Publication Number Publication Date
CA2078372A1 true CA2078372A1 (fr) 1993-04-24
CA2078372C CA2078372C (fr) 1997-04-08

Family

ID=25123374

Family Applications (1)

Application Number Title Priority Date Filing Date
CA002078372A Expired - Fee Related CA2078372C (fr) 1991-10-23 1992-09-16 Methode de telecommunication pour agent travaillant a domicile

Country Status (4)

Country Link
US (1) US5291551A (fr)
EP (1) EP0539104A3 (fr)
JP (1) JP2667095B2 (fr)
CA (1) CA2078372C (fr)

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AU677393B2 (en) * 1993-07-08 1997-04-24 E-Talk Corporation Method and system for transferring calls and call-related data between a plurality of call centres
US5528678A (en) * 1993-12-27 1996-06-18 At&T Corp. Revertive calling automatic call distributor
US5459780A (en) * 1994-01-31 1995-10-17 At&T Ipm Corp. Work at home agent ACD call distribution
US5655014A (en) * 1994-02-18 1997-08-05 Aurora Systems, Inc. Switching device independent computer-telephone integration system
US5438616A (en) * 1994-03-02 1995-08-01 Peoples; John T. Method and apparatus for storing telephone numbers and for automatically calling the stored numbers
NL9401245A (nl) * 1994-07-29 1996-03-01 Nederland Ptt Communicatiestelsel met wachtrijen.
ATE296521T1 (de) * 1994-12-30 2005-06-15 Siemens Ag Verfahren zur herstellung von fernmeldeverbindungen
US5546452A (en) * 1995-03-02 1996-08-13 Geotel Communications Corp. Communications system using a central controller to control at least one network and agent system
GB2298761B (en) * 1995-03-07 1999-08-18 Telsis Holdings Ltd Voice services system including a network database
US5619557A (en) * 1995-07-10 1997-04-08 Rockwell International Corporation Telephone switching system and method for controlling incoming telephone calls to remote agents and for collecting and providing call data
US5742675A (en) * 1995-09-26 1998-04-21 Telefonaktiebolaget Lm Ericsson Method and apparatus for automatically distributing calls to available logged-in call handling agents
US6301339B1 (en) 1995-11-15 2001-10-09 Data Race, Inc. System and method for providing a remote user with a virtual presence to an office
US5764639A (en) * 1995-11-15 1998-06-09 Staples; Leven E. System and method for providing a remote user with a virtual presence to an office
US5854837A (en) * 1996-01-09 1998-12-29 U S West, Inc. Method and system for providing interactive data exchange between an interactive platform and a caller
US5905776A (en) * 1996-04-04 1999-05-18 Siemens Information And Communication Networks, Inc. System and method of co-ordinating communications for telecommuters
US5920621A (en) * 1996-04-15 1999-07-06 Mci Communications Corporation System and method for distributing calls to customer service operators based on automatic determination of operator availability
US5778060A (en) * 1996-04-19 1998-07-07 At&T Corp Work at home ACD agent network with cooperative control
US5857014A (en) * 1996-05-31 1999-01-05 Rockwell International Corporation System and method for establishing communications between a remote computer and a computer service provider using a telephonic switch
US5915010A (en) 1996-06-10 1999-06-22 Teknekron Infoswitch System, method and user interface for data announced call transfer
GB2314233B (en) 1996-06-14 2000-08-02 Fujitsu Ltd Telephone transaction support system
JP3612640B2 (ja) * 1997-03-19 2005-01-19 富士通株式会社 電話取引支援システム
US6055307A (en) * 1996-06-28 2000-04-25 At&T Corp. System and method for selecting agent destinations and monitoring calls made to network customers
JPH1093717A (ja) * 1996-09-11 1998-04-10 Fujitsu Ltd オペレータ接続制御方法
US6246759B1 (en) * 1996-09-26 2001-06-12 Rockwell International Corporation Call overflow system and method for overflowing telephone calls between telephonic switches
WO1998025386A2 (fr) * 1996-12-03 1998-06-11 Northern Telecom Limited Systeme mettant en connexion des agents distants sur des lignes telephoniques ordinaires
US5987115A (en) * 1996-12-03 1999-11-16 Northern Telecom Limited Systems and methods for servicing calls by service agents connected via standard telephone lines
US5946387A (en) * 1997-02-10 1999-08-31 Genesys Telecommunications Laboratories, Inc, Agent-level network call routing
US6480600B1 (en) 1997-02-10 2002-11-12 Genesys Telecommunications Laboratories, Inc. Call and data correspondence in a call-in center employing virtual restructuring for computer telephony integrated functionality
US7031442B1 (en) 1997-02-10 2006-04-18 Genesys Telecommunications Laboratories, Inc. Methods and apparatus for personal routing in computer-simulated telephony
US6104802A (en) 1997-02-10 2000-08-15 Genesys Telecommunications Laboratories, Inc. In-band signaling for routing
US6141340A (en) * 1997-05-06 2000-10-31 At&T Corp Method for multi-media transactions
US5870465A (en) * 1997-08-21 1999-02-09 Data Race, Inc. Telephony adapter system for providing a user with a virtual presence to an office
US6049602A (en) * 1997-09-18 2000-04-11 At&T Corp Virtual call center
US6985943B2 (en) 1998-09-11 2006-01-10 Genesys Telecommunications Laboratories, Inc. Method and apparatus for extended management of state and interaction of a remote knowledge worker from a contact center
US6711611B2 (en) 1998-09-11 2004-03-23 Genesis Telecommunications Laboratories, Inc. Method and apparatus for data-linking a mobile knowledge worker to home communication-center infrastructure
USRE46528E1 (en) 1997-11-14 2017-08-29 Genesys Telecommunications Laboratories, Inc. Implementation of call-center outbound dialing capability at a telephony network level
US6122364A (en) * 1997-12-02 2000-09-19 Nortel Networks Corporation Internet network call center
US6349289B1 (en) 1998-01-16 2002-02-19 Ameritech Corporation Method and system for tracking computer system usage through a remote access security device
US6044145A (en) * 1998-01-19 2000-03-28 Rockwell Semiconductor Systems, Inc. Telecommutable platform
US7907598B2 (en) 1998-02-17 2011-03-15 Genesys Telecommunication Laboratories, Inc. Method for implementing and executing communication center routing strategies represented in extensible markup language
US6332154B2 (en) 1998-09-11 2001-12-18 Genesys Telecommunications Laboratories, Inc. Method and apparatus for providing media-independent self-help modules within a multimedia communication-center customer interface
AUPP273598A0 (en) * 1998-04-01 1998-04-23 Ericsson Australia Pty Ltd A system and method for accessing customer information by an agent
US6070142A (en) * 1998-04-17 2000-05-30 Andersen Consulting Llp Virtual customer sales and service center and method
US6115693A (en) * 1998-04-17 2000-09-05 Andersen Consulting Llp Quality center and method for a virtual sales and service center
US6134530A (en) * 1998-04-17 2000-10-17 Andersen Consulting Llp Rule based routing system and method for a virtual sales and service center
US6064973A (en) * 1998-04-17 2000-05-16 Andersen Consulting Llp Context manager and method for a virtual sales and service center
US6324276B1 (en) 1999-02-12 2001-11-27 Telera, Inc. Point-of-presence call center management system
US6011844A (en) 1998-06-19 2000-01-04 Callnet Communications Point-of-presence call center management system
USRE46153E1 (en) 1998-09-11 2016-09-20 Genesys Telecommunications Laboratories, Inc. Method and apparatus enabling voice-based management of state and interaction of a remote knowledge worker in a contact center environment
WO2000018088A1 (fr) * 1998-09-18 2000-03-30 Dial A Payment, Inc. Systeme de transaction telephonique
US6704412B1 (en) 1998-09-24 2004-03-09 Bechtel Bwxt Idaho, Llc Systems configured to distribute a telephone call, communication systems, communication methods and methods of routing a telephone call to a service representative
FI107362B (fi) * 1998-10-01 2001-07-13 Sonera Oyj Menetelmä ja järjestelmä tapahtuman vahvistamiseksi
US6665395B1 (en) 1998-12-11 2003-12-16 Avaya Technology Corp. Automatic call distribution system using computer network-based communication
US6320956B1 (en) 1999-01-25 2001-11-20 Willow Csn, Inc. Multiple client remote agent network method
US6493446B1 (en) 1999-05-13 2002-12-10 Willow Csn Incorporated Call center posting program
US6760727B1 (en) 1999-07-30 2004-07-06 Convergys Cmg Utah, Inc. System for customer contact information management and methods for using same
EP1216571A2 (fr) * 1999-08-30 2002-06-26 Siemens Aktiengesellschaft Procede et dispositif permettant de devier des liaisons de telecommunication
DE19941151A1 (de) * 1999-08-30 2001-03-01 Siemens Ag Verfahren und System zum Umlenken von Fernmeldeverbindungen
US7929978B2 (en) 1999-12-01 2011-04-19 Genesys Telecommunications Laboratories, Inc. Method and apparatus for providing enhanced communication capability for mobile devices on a virtual private network
US6807269B1 (en) 2000-07-20 2004-10-19 Cisco Technology, Inc. Call management implemented using call routing engine
US6674852B1 (en) 2000-08-31 2004-01-06 Cisco Technology, Inc. Call management implemented using call routing engine
US6801613B1 (en) * 2000-08-31 2004-10-05 Cisco Technology, Inc. Associating call appearance with data associated with call
US6690789B1 (en) 2000-08-31 2004-02-10 Cisco Technology, Inc. Fault tolerant telephony control
JPWO2002033944A1 (ja) * 2000-10-17 2004-03-04 株式会社鷹山 応答システム
US7453830B2 (en) * 2002-09-05 2008-11-18 Rockwell Electronic Commerce Technologies, Llc Internet architecture for software based ACD
US7519626B2 (en) * 2004-04-21 2009-04-14 Nortel Networks Limited Management of contacts in a network of contact centers
US20070007331A1 (en) * 2005-07-06 2007-01-11 Verety Llc Order processing apparatus and method
US9008075B2 (en) 2005-12-22 2015-04-14 Genesys Telecommunications Laboratories, Inc. System and methods for improving interaction routing performance
US20070255611A1 (en) * 2006-04-26 2007-11-01 Csaba Mezo Order distributor
US8223953B2 (en) * 2006-11-17 2012-07-17 At&T Intellectual Property I, L.P. Methods, systems, and computer program products for rule-based direction of customer service calls

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US4656623A (en) * 1985-05-03 1987-04-07 American Telephone And Telegraph Company Agent communication arrangements for telecommunication systems
US4757267A (en) * 1987-06-17 1988-07-12 Applied Telematics, Inc. Telephone system for connecting a customer to a supplier of goods
US5062103A (en) * 1988-12-29 1991-10-29 At&T Bell Laboratories Telephone agent call management system
US5073890A (en) * 1988-12-30 1991-12-17 At&T Bell Laboratories Remote agent operation for automatic call distributors
US4953204A (en) * 1989-10-17 1990-08-28 At&T Bell Laboratories Multilocation queuing for telephone calls
US5001710A (en) * 1989-10-24 1991-03-19 At&T Bell Laboratories Customer programmable automated integrated voice/data technique for communication systems
US5036535A (en) * 1989-11-27 1991-07-30 Unifi Communications Corporation Switchless automatic call distribution system

Also Published As

Publication number Publication date
JP2667095B2 (ja) 1997-10-22
JPH06291877A (ja) 1994-10-18
CA2078372C (fr) 1997-04-08
US5291551A (en) 1994-03-01
EP0539104A2 (fr) 1993-04-28
EP0539104A3 (en) 1994-07-20

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