CA2242092A1 - System connecting remote agents over standard telephone lines - Google Patents

System connecting remote agents over standard telephone lines

Info

Publication number
CA2242092A1
CA2242092A1 CA002242092A CA2242092A CA2242092A1 CA 2242092 A1 CA2242092 A1 CA 2242092A1 CA 002242092 A CA002242092 A CA 002242092A CA 2242092 A CA2242092 A CA 2242092A CA 2242092 A1 CA2242092 A1 CA 2242092A1
Authority
CA
Canada
Prior art keywords
call
customer
standard telephone
switches
local
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
CA002242092A
Other languages
French (fr)
Other versions
CA2242092C (en
Inventor
Robert W. Petrunka
Robert L. Smith
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.)
Nortel Networks Ltd
Original Assignee
Northern Telecom Limited
Robert W. Petrunka
Robert L. Smith
Nortel Networks Corporation
Nortel Networks Limited
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 US08/833,990 external-priority patent/US5987115A/en
Application filed by Northern Telecom Limited, Robert W. Petrunka, Robert L. Smith, Nortel Networks Corporation, Nortel Networks Limited filed Critical Northern Telecom Limited
Publication of CA2242092A1 publication Critical patent/CA2242092A1/en
Application granted granted Critical
Publication of CA2242092C publication Critical patent/CA2242092C/en
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
    • H04Q11/0435—Details
    • 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
    • H04Q—SELECTING
    • H04Q3/00—Selecting arrangements
    • H04Q3/64—Distributing or queueing
    • H04Q3/66—Traffic distributors
    • 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
    • H04M3/4228—Systems providing special services or facilities to subscribers in networks
    • H04M3/42297—Systems providing special services or facilities to subscribers in networks with number portability
    • 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
    • H04M3/487—Arrangements for providing information services, e.g. recorded voice services or time announcements
    • H04M3/493—Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals
    • 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
    • H04M3/487—Arrangements for providing information services, e.g. recorded voice services or time announcements
    • H04M3/493—Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals
    • H04M3/4931—Directory assistance systems
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
    • H04Q2213/13034—A/D conversion, code compression/expansion
    • 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
    • H04Q2213/13091—CLI, identification of calling line
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
    • H04Q2213/13095—PIN / Access code, authentication
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
    • H04Q2213/13097—Numbering, addressing
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
    • H04Q2213/13102—Common translator
    • 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
    • H04Q2213/13141—Hunting for free outlet, circuit or channel
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
    • H04Q2213/1322—PBX
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
    • H04Q2213/13224—Off-net subscriber, dial in to/out from network, teleworking
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
    • H04Q2213/1328—Call transfer, e.g. in PBX
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
    • H04Q2213/13282—Call forward, follow-me, call diversion
    • 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
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
    • H04Q2213/13377—Recorded announcement
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04Q—SELECTING
    • H04Q2213/00—Indexing scheme relating to selecting arrangements in general and for multiplex systems
    • H04Q2213/13389—LAN, internet

Abstract

A call servicing system facilitates the servicing of customer calls by service agents (1300). The call servicing system includes local customer switches (1220), local agents switches (1320), a network switch (1110), and an Automatic Call Distribution (ACD) server (1120). The local customer switches direct calls to and from the customers (1200) and the local agent switches direct calls to and from the service agents. Remote service agents connect to the local agent switches using a single standard telephone line. The network receives a call from one of the customers, detects information from the customer call, and routes the customer call to a remote service agent over the single standard telephone line. The ACD server receives the detected information from the network switch, determines that the remote service agent can service the customer call, and controls the network switch to route the customer call to the remote service agent over the single standard telephone line.
CA002242092A 1996-12-03 1997-11-27 System connecting remote agents over standard telephone lines Expired - Fee Related CA2242092C (en)

Applications Claiming Priority (5)

Application Number Priority Date Filing Date Title
US76011196A 1996-12-03 1996-12-03
US08/760,111 1996-12-03
US08/833,990 1997-04-11
US08/833,990 US5987115A (en) 1996-12-03 1997-04-11 Systems and methods for servicing calls by service agents connected via standard telephone lines
PCT/CA1997/000890 WO1998025386A2 (en) 1996-12-03 1997-11-27 System connecting remote agents over standard telephone lines

Publications (2)

Publication Number Publication Date
CA2242092A1 true CA2242092A1 (en) 1998-06-11
CA2242092C CA2242092C (en) 2003-03-25

Family

ID=27116774

Family Applications (2)

Application Number Title Priority Date Filing Date
CA002242094A Expired - Fee Related CA2242094C (en) 1996-12-03 1997-11-27 Call center integration with operator services databases
CA002242092A Expired - Fee Related CA2242092C (en) 1996-12-03 1997-11-27 System connecting remote agents over standard telephone lines

Family Applications Before (1)

Application Number Title Priority Date Filing Date
CA002242094A Expired - Fee Related CA2242094C (en) 1996-12-03 1997-11-27 Call center integration with operator services databases

Country Status (2)

Country Link
CA (2) CA2242094C (en)
WO (2) WO1998025386A2 (en)

Families Citing this family (15)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
GB2339362A (en) 1998-07-03 2000-01-19 Orange Personal Comm Serv Ltd Call centres
DE19831169C2 (en) * 1998-07-11 2001-03-22 Deutsche Telekom Ag Method for transmitting information adapted to the performance of a terminal device via a communication network
DE19831168C2 (en) * 1998-07-11 2001-02-15 Deutsche Telekom Ag Method for the automatic detection of performance features of a communication terminal device
WO2000003531A1 (en) * 1998-07-13 2000-01-20 Ericsson Inc. Server-based call center platform that supports non-dedicated agent positions
EP0973313A1 (en) * 1998-07-16 2000-01-19 Ascom Hasler AG Circuit and method for operating a call-center
AU5049899A (en) * 1998-07-23 2000-02-14 British Telecommunications Public Limited Company Call distribution systems
EP0981239A3 (en) * 1998-08-17 2003-08-06 Siemens Aktiengesellschaft Method for a communication system with automatic call distribution
DE19852845B4 (en) * 1998-11-10 2018-03-15 Vodafone Holding Gmbh Bonus machining processes
DE19910195A1 (en) * 1999-03-09 2000-09-14 Bosch Gmbh Robert Telecommunications switching system and operating procedures therefor
DE19937675C2 (en) 1999-08-10 2002-01-31 Siemens Ag Method and device for increasing the reliability of information centers connected to switching centers
TW200509968A (en) 2002-11-01 2005-03-16 Elan Pharm Inc Prevention and treatment of synucleinopathic disease
US8506959B2 (en) 2002-11-01 2013-08-13 Neotope Biosciences Limited Prevention and treatment of synucleinopathic and amyloidogenic disease
WO2008103472A2 (en) 2007-02-23 2008-08-28 Elan Pharmaceuticals, Inc. Prevention and treatment of synucleinopathic and amyloidogenic disease
MX2007001679A (en) 2004-08-09 2007-05-23 Elan Pharm Inc Prevention and treatment of synucleinopathic and amyloidogenic disease.
DK2118300T3 (en) 2007-02-23 2015-07-13 Prothena Biosciences Ltd PREVENTION AND TREATMENT OF SYNUCLEINOPATHIC AND AMYLOIDOGENIC DISEASE

Family Cites Families (8)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US5291551A (en) * 1991-10-23 1994-03-01 At&T Bell Laboratories Home agent telecommunication technique
EP0545226A3 (en) * 1991-12-03 1994-06-15 Rolm Co Simultaneous recorded voice delivery and computer data screen delivery to an agent station
DE69325024D1 (en) * 1992-06-25 1999-06-24 Apropos Technology Inc CALL DISTRIBUTOR
US5392345A (en) * 1993-04-30 1995-02-21 At&T Corp. Work at home ACD agent network
CA2129942C (en) * 1993-09-30 1998-08-25 Steven Todd Kaish Telecommunication network with integrated network-wide automatic call distribution
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
US5825870A (en) * 1996-04-05 1998-10-20 Genesys Telecommunications Laboratories Methods and apparatus for implementing a network call center

Also Published As

Publication number Publication date
CA2242094C (en) 2002-07-09
WO1998025386A3 (en) 1998-08-20
WO1998025387A2 (en) 1998-06-11
WO1998025386A2 (en) 1998-06-11
WO1998025387A3 (en) 1999-01-14
CA2242092C (en) 2003-03-25
CA2242094A1 (en) 1998-06-11

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Legal Events

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EEER Examination request
MKLA Lapsed

Effective date: 20121127