CA2389075A1 - Reseau intelligent virtuel pour des services d'interaction d'utilisateur - Google Patents
Reseau intelligent virtuel pour des services d'interaction d'utilisateur Download PDFInfo
- Publication number
- CA2389075A1 CA2389075A1 CA002389075A CA2389075A CA2389075A1 CA 2389075 A1 CA2389075 A1 CA 2389075A1 CA 002389075 A CA002389075 A CA 002389075A CA 2389075 A CA2389075 A CA 2389075A CA 2389075 A1 CA2389075 A1 CA 2389075A1
- Authority
- CA
- Canada
- Prior art keywords
- call
- network
- call center
- center
- xml
- 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.)
- Abandoned
Links
Classifications
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L12/00—Data switching networks
- H04L12/66—Arrangements for connecting between networks having differing types of switching systems, e.g. gateways
-
- 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
- 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
- H04M3/5237—Interconnection arrangements between ACD systems
Landscapes
- Engineering & Computer Science (AREA)
- Signal Processing (AREA)
- Business, Economics & Management (AREA)
- Marketing (AREA)
- Computer Networks & Wireless Communication (AREA)
- Telephonic Communication Services (AREA)
- Data Exchanges In Wide-Area Networks (AREA)
Abstract
La présente invention concerne un réseau intelligent virtuel (RIV) représentant un système de centre d'appel distribué capable de répondre, desservir, mettre en file d'attente et acheminer les appels dans des points de présence locaux afin de réduire le coûts des communications et augmenter le rendement fonctionnel des centres d'appels entrants et sortants. Le réseau RIV comporte des passerelles de centres d'appels à points de présence réparties entre les points proches du point de lancement d'appel connectées par un réseau privé virtuel contrôlé par l'usager aux passerelles des centres d'appels des locaux d'établissements commerciaux où résident les centres d'appels.
Applications Claiming Priority (3)
Application Number | Priority Date | Filing Date | Title |
---|---|---|---|
US43037899A | 1999-10-29 | 1999-10-29 | |
US09/430,378 | 1999-10-29 | ||
PCT/US2000/041354 WO2001035617A2 (fr) | 1999-10-29 | 2000-10-20 | Reseau intelligent virtuel pour des services d'interaction d'utilisateur |
Publications (1)
Publication Number | Publication Date |
---|---|
CA2389075A1 true CA2389075A1 (fr) | 2001-05-17 |
Family
ID=23707308
Family Applications (1)
Application Number | Title | Priority Date | Filing Date |
---|---|---|---|
CA002389075A Abandoned CA2389075A1 (fr) | 1999-10-29 | 2000-10-20 | Reseau intelligent virtuel pour des services d'interaction d'utilisateur |
Country Status (6)
Country | Link |
---|---|
EP (1) | EP1260088A2 (fr) |
JP (1) | JP2004500754A (fr) |
KR (1) | KR20020082459A (fr) |
AU (1) | AU2614801A (fr) |
CA (1) | CA2389075A1 (fr) |
WO (1) | WO2001035617A2 (fr) |
Families Citing this family (12)
Publication number | Priority date | Publication date | Assignee | Title |
---|---|---|---|---|
DE10201649B4 (de) * | 2002-01-17 | 2005-02-17 | Siemens Ag | Anordnung zur Überwachung von Komponenten in einem Kommunikationsnetz |
US20030212558A1 (en) | 2002-05-07 | 2003-11-13 | Matula Valentine C. | Method and apparatus for distributed interactive voice processing |
US6839422B2 (en) * | 2002-07-18 | 2005-01-04 | Newstep Networks, Inc. | Method and apparatus for providing local call treatment discrimination for selected calls on a switched telephone network |
GB2407737B (en) * | 2002-08-30 | 2006-05-17 | Ericsson Telefon Ab L M | Intelligent peripheral for speech recognition in networks |
EP1401182A1 (fr) * | 2002-09-20 | 2004-03-24 | Siemens AG | Point de contact centre d'appel sortant |
US20040210623A1 (en) * | 2003-03-06 | 2004-10-21 | Aamer Hydrie | Virtual network topology generation |
KR100612440B1 (ko) * | 2003-12-19 | 2006-08-16 | 삼성전자주식회사 | Cti시스템에서의 컨택 센터간 호 및 데이터 연계 방법및 그 시스템 |
US7418092B2 (en) * | 2004-03-08 | 2008-08-26 | Alto Ventures, Inc. | Virtual call center |
JP4350001B2 (ja) | 2004-08-17 | 2009-10-21 | 富士通株式会社 | ページ情報収集プログラム、ページ情報収集方法、及びページ情報収集装置 |
US8379830B1 (en) | 2006-05-22 | 2013-02-19 | Convergys Customer Management Delaware Llc | System and method for automated customer service with contingent live interaction |
US7809663B1 (en) | 2006-05-22 | 2010-10-05 | Convergys Cmg Utah, Inc. | System and method for supporting the utilization of machine language |
US8755372B2 (en) * | 2009-04-27 | 2014-06-17 | Five9, Inc. | Secure customer service proxy portal |
Family Cites Families (5)
Publication number | Priority date | Publication date | Assignee | Title |
---|---|---|---|---|
US5528678A (en) * | 1993-12-27 | 1996-06-18 | At&T Corp. | Revertive calling automatic call distributor |
US5771275A (en) * | 1996-12-17 | 1998-06-23 | Telefonaktiebolaget Lm Ericsson | Use of ISDN to provide wireless office environment connection to the public land mobile network |
US6104802A (en) * | 1997-02-10 | 2000-08-15 | Genesys Telecommunications Laboratories, Inc. | In-band signaling for routing |
CA2303840A1 (fr) * | 1997-09-18 | 1999-04-22 | Patrick K. Brady | Systeme et procede permettant d'integrer un vocal-sur-reseau a la telephonie traditionnelle |
AU1371599A (en) * | 1997-10-31 | 1999-05-24 | Iota Industries Ltd. | Information component management system |
-
2000
- 2000-10-20 AU AU26148/01A patent/AU2614801A/en not_active Abandoned
- 2000-10-20 CA CA002389075A patent/CA2389075A1/fr not_active Abandoned
- 2000-10-20 KR KR1020027005486A patent/KR20020082459A/ko not_active Application Discontinuation
- 2000-10-20 WO PCT/US2000/041354 patent/WO2001035617A2/fr not_active Application Discontinuation
- 2000-10-20 JP JP2001537239A patent/JP2004500754A/ja not_active Withdrawn
- 2000-10-20 EP EP00989668A patent/EP1260088A2/fr not_active Withdrawn
Also Published As
Publication number | Publication date |
---|---|
JP2004500754A (ja) | 2004-01-08 |
WO2001035617A3 (fr) | 2002-09-12 |
WO2001035617A2 (fr) | 2001-05-17 |
AU2614801A (en) | 2001-06-06 |
KR20020082459A (ko) | 2002-10-31 |
EP1260088A2 (fr) | 2002-11-27 |
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Legal Events
Date | Code | Title | Description |
---|---|---|---|
FZDE | Dead |