CA2171937C - Appareil et methode de gestion dynamique des appels incidents et des appels vers l'exterieur et d'ordonnancement des rendez-vous - Google Patents

Appareil et methode de gestion dynamique des appels incidents et des appels vers l'exterieur et d'ordonnancement des rendez-vous Download PDF

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Publication number
CA2171937C
CA2171937C CA002171937A CA2171937A CA2171937C CA 2171937 C CA2171937 C CA 2171937C CA 002171937 A CA002171937 A CA 002171937A CA 2171937 A CA2171937 A CA 2171937A CA 2171937 C CA2171937 C CA 2171937C
Authority
CA
Canada
Prior art keywords
agent
outbound
inbound
telephone
call
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.)
Expired - Fee Related
Application number
CA002171937A
Other languages
English (en)
Other versions
CA2171937A1 (fr
Inventor
Danny Ramot
Jeffrey L. Blamey
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.)
Mitel Business Systems Inc
Original Assignee
Executone Inter Tel Business Information Systems 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 Executone Inter Tel Business Information Systems Inc filed Critical Executone Inter Tel Business Information Systems Inc
Publication of CA2171937A1 publication Critical patent/CA2171937A1/fr
Application granted granted Critical
Publication of CA2171937C publication Critical patent/CA2171937C/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
    • H04M3/523—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
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/22—Arrangements for supervision, monitoring or testing
    • H04M3/36—Statistical metering, e.g. recording occasions when traffic exceeds capacity of trunks
    • 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
    • H04M3/5158—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing in combination with automated outdialling systems
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2201/00—Electronic components, circuits, software, systems or apparatus used in telephone systems
    • H04M2201/38—Displays
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/22—Arrangements for supervision, monitoring or testing
    • H04M3/2281—Call monitoring, e.g. for law enforcement purposes; Call tracing; Detection or prevention of malicious calls
    • 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
    • H04M3/5175—Call or contact centers supervision arrangements

Landscapes

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

Abstract

Un système téléphonique assure une gestion dynamique d'appels entrants/sortants dans une campagne de télémarketing en vue de déclencher automatiquement des appels téléphoniques sortants pour des agents effectuant des appels vers l'extérieur, ces agents étant également habilités par le système à répondre aux appels entrants, si nécessaire, selon au moins un nombre ou une durée seuil d'appels en instance ou selon un nombre ou une durée d'attente seuil des agents traitant les appels entrants. Chaque zone de travail (35) d'un agent comprend un poste téléphonique (40) possédant un écran d'affichage (30) et un dispositif d'entrée (32). Les postes téléphoniques (40) sont couplés à un serveur (20) par l'intermédiaire d'un réseau, et le système téléphonique comporte les fonctions rendez-vous et calendrier avec menus déroulants. Le serveur (20) est également couplé à un appareil de numérotation automatique (50) et à un autocommutateur privé (60). Lorsque le serveur (20) attribue un appel sortant à un agent effectuant de tels appels, le serveur envoie des informations concernant le correspondant appelé au poste téléphonique de cet agent afin de les afficher au moment de l'établissement de la connexion entre le correspondant appelé et l'agent. Le système téléphonique permet à chaque agent de gérer toutes les fonctions téléphoniques au moyen de l'affichage (30) et du dispositif d'entrée (32) du poste téléphonique. Chaque agent peut composer des numéros et gérer des appels supplémentaires à l'aide du dispositif d'entrée (32), y compris les appels du central, les appels en intercommunication et la recherche de personnes. Lorsque chaque appel sortant est déclenché ou établi, des paramètres du système sont ajustés afin de maintenir un nombre minimum prédéterminé d'agents occupés à effectuer des appels. Les réglages maintiennent également le pourcentage d'appels sortants automatiques pour lesquels aucun agent habilité à les traiter n'est disponible.
CA002171937A 1993-09-17 1994-09-16 Appareil et methode de gestion dynamique des appels incidents et des appels vers l'exterieur et d'ordonnancement des rendez-vous Expired - Fee Related CA2171937C (fr)

Applications Claiming Priority (3)

Application Number Priority Date Filing Date Title
US12330993A 1993-09-17 1993-09-17
US08/123,309 1993-09-17
PCT/US1994/010516 WO1995008236A2 (fr) 1993-09-17 1994-09-16 Centre d'appels telephoniques

Publications (2)

Publication Number Publication Date
CA2171937A1 CA2171937A1 (fr) 1995-03-23
CA2171937C true CA2171937C (fr) 2006-08-15

Family

ID=22407902

Family Applications (1)

Application Number Title Priority Date Filing Date
CA002171937A Expired - Fee Related CA2171937C (fr) 1993-09-17 1994-09-16 Appareil et methode de gestion dynamique des appels incidents et des appels vers l'exterieur et d'ordonnancement des rendez-vous

Country Status (3)

Country Link
AU (1) AU7730694A (fr)
CA (1) CA2171937C (fr)
WO (1) WO1995008236A2 (fr)

Families Citing this family (14)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
GB2315635B (en) * 1996-07-19 2000-10-11 Ericsson Telefon Ab L M Dynamic load limiting
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
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
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
US6449358B1 (en) * 1998-02-17 2002-09-10 Genesys Telecommunications Laboratories, Inc. Method for predicting and managing call load by determining the optimum frequency of outbound call generation during an out-bound calling campaign from a call center
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
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
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
JP3535068B2 (ja) 2000-03-30 2004-06-07 富士通株式会社 マルチチャネル処理の制御装置およびマルチチャネル処理の制御方法
US9008075B2 (en) 2005-12-22 2015-04-14 Genesys Telecommunications Laboratories, Inc. System and methods for improving interaction routing performance

Family Cites Families (7)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US4881261A (en) * 1988-06-29 1989-11-14 Rockwell International Corporation Method for predictive pacing of calls in a calling system
US5113380A (en) * 1989-08-24 1992-05-12 Levine Alfred B Multiple option electronic scheduler and rescheduler
US5214688A (en) * 1990-06-05 1993-05-25 Inventions, Inc. Method and apparatus for dynamic and interdependent processing of inbound calls and outbound calls
US5210789A (en) * 1991-06-28 1993-05-11 International Telecharge, Inc. Interactive telephone operator terminal
US5341412A (en) * 1991-10-10 1994-08-23 Executone Information Systems, Inc. Apparatus and a method for predictive call dialing
US5247569A (en) * 1992-01-13 1993-09-21 Intervoice, Inc. System and method for controlling outbound and inbound calls in a telephone communication system
WO1994009585A1 (fr) * 1992-10-21 1994-04-28 Digital Systems International, Inc. Systme integre et intelligent de regroupement d'appels

Also Published As

Publication number Publication date
CA2171937A1 (fr) 1995-03-23
AU7730694A (en) 1995-04-03
WO1995008236A2 (fr) 1995-03-23
WO1995008236A3 (fr) 1995-05-26

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