CA2190955C - Appareil pour superviser un systeme automatique de repartition d'appels telephoniques - Google Patents

Appareil pour superviser un systeme automatique de repartition d'appels telephoniques Download PDF

Info

Publication number
CA2190955C
CA2190955C CA002190955A CA2190955A CA2190955C CA 2190955 C CA2190955 C CA 2190955C CA 002190955 A CA002190955 A CA 002190955A CA 2190955 A CA2190955 A CA 2190955A CA 2190955 C CA2190955 C CA 2190955C
Authority
CA
Canada
Prior art keywords
agent
agents
supervising
telephone
calls
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 - Lifetime
Application number
CA002190955A
Other languages
English (en)
Other versions
CA2190955A1 (fr
Inventor
William K. Clare
Donn P. Sundby
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 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
Priority claimed from US08/248,260 external-priority patent/US5465286A/en
Application filed by Executone Information Systems Inc filed Critical Executone Information Systems Inc
Priority to CA002532895A priority Critical patent/CA2532895C/fr
Publication of CA2190955A1 publication Critical patent/CA2190955A1/fr
Application granted granted Critical
Publication of CA2190955C publication Critical patent/CA2190955C/fr
Anticipated expiration legal-status Critical
Expired - Lifetime 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
    • 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
    • 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
    • H04M2242/00—Special services or facilities
    • H04M2242/30—Determination of the location of a subscriber
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/08—Indicating faults in circuits or apparatus
    • H04M3/10—Providing fault- or trouble-signals
    • 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
    • H04M3/42025—Calling or Called party identification service
    • H04M3/42085—Called party identification service
    • H04M3/42102—Making use of the called party identifier
    • 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
    • H04M3/42365—Presence services providing information on the willingness to communicate or the ability to communicate in terms of media capability or network connectivity
    • 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
    • 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
    • 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
    • H04Q2213/13166—Fault prevention
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
    • H04Q2213/13175—Graphical user interface [GUI], WWW interface, visual indication
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
    • H04Q2213/13349—Network management

Landscapes

  • Business, Economics & Management (AREA)
  • Marketing (AREA)
  • Engineering & Computer Science (AREA)
  • Signal Processing (AREA)
  • Telephonic Communication Services (AREA)
  • Sub-Exchange Stations And Push- Button Telephones (AREA)
CA002190955A 1994-05-24 1995-05-23 Appareil pour superviser un systeme automatique de repartition d'appels telephoniques Expired - Lifetime CA2190955C (fr)

Priority Applications (1)

Application Number Priority Date Filing Date Title
CA002532895A CA2532895C (fr) 1994-05-24 1995-05-23 Appareil pour superviser un systeme automatique de repartition d'appels telephoniques

Applications Claiming Priority (3)

Application Number Priority Date Filing Date Title
US08/248,260 1994-05-24
US08/248,260 US5465286A (en) 1994-05-24 1994-05-24 Apparatus for supervising an automatic call distribution telephone system
PCT/US1995/006443 WO1995033325A2 (fr) 1994-05-24 1995-05-23 Appareil pour superviser un systeme automatique de repartition d'appels telephoniques

Related Child Applications (1)

Application Number Title Priority Date Filing Date
CA002532895A Division CA2532895C (fr) 1994-05-24 1995-05-23 Appareil pour superviser un systeme automatique de repartition d'appels telephoniques

Publications (2)

Publication Number Publication Date
CA2190955A1 CA2190955A1 (fr) 1995-12-07
CA2190955C true CA2190955C (fr) 2007-04-03

Family

ID=37951695

Family Applications (1)

Application Number Title Priority Date Filing Date
CA002190955A Expired - Lifetime CA2190955C (fr) 1994-05-24 1995-05-23 Appareil pour superviser un systeme automatique de repartition d'appels telephoniques

Country Status (1)

Country Link
CA (1) CA2190955C (fr)

Also Published As

Publication number Publication date
CA2190955A1 (fr) 1995-12-07

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Effective date: 20150525