CA2242092C - Systeme mettant en connexion des agents distants sur des lignes telephoniques ordinaires - Google Patents

Systeme mettant en connexion des agents distants sur des lignes telephoniques ordinaires Download PDF

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Publication number
CA2242092C
CA2242092C CA002242092A CA2242092A CA2242092C CA 2242092 C CA2242092 C CA 2242092C CA 002242092 A CA002242092 A CA 002242092A CA 2242092 A CA2242092 A CA 2242092A CA 2242092 C CA2242092 C CA 2242092C
Authority
CA
Canada
Prior art keywords
agent
call
customer
network
acd
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
CA002242092A
Other languages
English (en)
Other versions
CA2242092A1 (fr
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
Nortel Networks Ltd
Nortel Networks Corp
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 Nortel Networks Ltd, Nortel Networks Corp filed Critical Nortel Networks Ltd
Publication of CA2242092A1 publication Critical patent/CA2242092A1/fr
Application granted granted Critical
Publication of CA2242092C publication Critical patent/CA2242092C/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
    • 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

Landscapes

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

Abstract

Cette invention se rapporte à un système de prise en charge d'appel, qui facilite la prise en charge d'appels de clients par des agents de prise en charge. Ce système de prise en charge d'appels comprend des standards clients locaux, des standards agents locaux, un standard réseau, et un serveur de distribution d'appels automatique (ACD). Les standards clients locaux dirigent les appels à destination et en provenance des clients et les standards agents locaux dirigent des appels à destination et en provenance des agents de prise en charge. Les agents de prise en charge distants se connectent aux standards agents locaux en utilisant une ligne téléphonique ordinaire unique. Le réseau reçoit un appel provenant de l'un des clients, détecte des informations relatives à l'appel du client et achemine l'appel du client vers un agent de prise en charge distant en empruntant la ligne téléphonique ordinaire unique. Le serveur ACD reçoit les informations détectées provenant du standard réseau, détermine si l'agent de prise en charge distant peut prendre en charge l'appel client et commande le standard réseau de façon à acheminer l'appel client vers l'agent de prise en charge distant en empruntant la ligne téléphonique ordinaire unique.
CA002242092A 1996-12-03 1997-11-27 Systeme mettant en connexion des agents distants sur des lignes telephoniques ordinaires Expired - Fee Related CA2242092C (fr)

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 US5987115A (en) 1996-12-03 1997-04-11 Systems and methods for servicing calls by service agents connected via standard telephone lines
US08/833,990 1997-04-11
PCT/CA1997/000890 WO1998025386A2 (fr) 1996-12-03 1997-11-27 Systeme mettant en connexion des agents distants sur des lignes telephoniques ordinaires

Publications (2)

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

Family

ID=27116774

Family Applications (2)

Application Number Title Priority Date Filing Date
CA002242092A Expired - Fee Related CA2242092C (fr) 1996-12-03 1997-11-27 Systeme mettant en connexion des agents distants sur des lignes telephoniques ordinaires
CA002242094A Expired - Fee Related CA2242094C (fr) 1996-12-03 1997-11-27 Centre telephonique avec integration de bases de donnees pour prise en charge par des operateurs

Family Applications After (1)

Application Number Title Priority Date Filing Date
CA002242094A Expired - Fee Related CA2242094C (fr) 1996-12-03 1997-11-27 Centre telephonique avec integration de bases de donnees pour prise en charge par des operateurs

Country Status (2)

Country Link
CA (2) CA2242092C (fr)
WO (2) WO1998025386A2 (fr)

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
DE19831168C2 (de) * 1998-07-11 2001-02-15 Deutsche Telekom Ag Verfahren zum automatischen Erfassen von Leistungsmerkmalen einer Kommunikations-Endeinrichung
DE19831169C2 (de) * 1998-07-11 2001-03-22 Deutsche Telekom Ag Verfahren zum Übertragen von an die Leistungsfähigkeit einer Endeinrichtung angepaßten Informationen über ein Kommunikationsnetz
AU4708599A (en) * 1998-07-13 2000-02-01 Ericsson Inc. Server-based call center platform that supports non-dedicated agent positions
EP0973313A1 (fr) * 1998-07-16 2000-01-19 Ascom Hasler AG Circuit et methode pour faire fonctionner un centre d' appel
WO2000005868A1 (fr) * 1998-07-23 2000-02-03 British Telecommunications Public Limited Company Systemes de distribution d'appels
EP0981239A3 (fr) * 1998-08-17 2003-08-06 Siemens Aktiengesellschaft Méthode pour un système de communication à répartition d'appel automatique
DE19852845B4 (de) * 1998-11-10 2018-03-15 Vodafone Holding Gmbh Bonusbearbeitungsverfahren
DE19910195A1 (de) * 1999-03-09 2000-09-14 Bosch Gmbh Robert Fernmelde-Vermittlungssystem und Betriebsverfahren dafür
DE19937675C2 (de) 1999-08-10 2002-01-31 Siemens Ag Verfahren und Vorrichtung zur Erhöhung der Ausfallsicherheit von an Vermittlungsstellen angeschlossenen Auskunftsstellen
US8506959B2 (en) 2002-11-01 2013-08-13 Neotope Biosciences Limited Prevention and treatment of synucleinopathic and amyloidogenic disease
TW200509968A (en) 2002-11-01 2005-03-16 Elan Pharm Inc Prevention and treatment of synucleinopathic disease
EA013752B1 (ru) 2004-08-09 2010-06-30 Элан Фармасьютикалз, Инк. Предупреждение и лечение синуклеинопатических и амилоидогенных заболеваний
JP5558834B2 (ja) 2007-02-23 2014-07-23 ヤンセン アルツハイマー イミュノセラピー シヌクレイノパチーおよびアミロイド形成疾患（ａｍｙｌｏｉｄｏｇｅｎｉｃｄｉｓｅａｓｅ）の予防および処置
LT3067066T (lt) 2007-02-23 2019-06-25 Prothena Biosciences Limited Sinukleopatinių ir amiloidogeninių ligų prevencija ir gydymas

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 (de) * 1992-06-25 1999-06-24 Apropos Technology Inc Anrufverteiler
US5392345A (en) * 1993-04-30 1995-02-21 At&T Corp. Work at home ACD agent network
CA2129942C (fr) * 1993-09-30 1998-08-25 Steven Todd Kaish Reseau de telecommunication a dispositif integre de distribution automatique des appels dans tout le reseau
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
WO1998025387A2 (fr) 1998-06-11
CA2242094C (fr) 2002-07-09
WO1998025386A2 (fr) 1998-06-11
WO1998025386A3 (fr) 1998-08-20
CA2242092A1 (fr) 1998-06-11
CA2242094A1 (fr) 1998-06-11
WO1998025387A3 (fr) 1999-01-14

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Effective date: 20121127